As stated above, the exacerbation of the situation caused by the poor decision comes from the way the message was delivered, which has numerous historical precedents… e.g. See a few comments above:
the same dismissive tone (customer doesn’t get it, customer is wrong…) was also used recently in a report by @Neritar
Manticore Protector not in the Glory chests 4 weeks after release
It is well documented throughout these forums: being a community manager requires modulating the message, and the lack thereof is what is being highlighted in the comment above.
