That seems like good advice - I remember someone saying that you should really pay attention to one feedback because usually it means that there is a larger group of people with the same impression that did not speak up. Of course, that always means that you should make remedies available in public way that users can get to.
Something thing may help in terms of making a "manual" or some kind of instruction set that you users have to follow is "Jing". You can use Jing to take free screen-casts of how to use your app and then post that as an instruction. It doesn't get easier than that to show your customers how to do something.
Jing is free and they provide video hosting but you are limited to 5 minutes of video.
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