BBT, I agree with most of those points, straight-forward, sincere, and unscripted communication is a legit dev team/game producer's best friend.
If you want people to like the game, make the game people like. And if you do that, there's no reason to stifle conversation, discussion, questions and debates about the game.
I do disagree in part with
But people complain because they care; not always, quite often people disagree because they have a desire to be contentious and it makes them feel special.
That's why you will see the usual suspects in the SHO forum complaining and being snarky many times after they have firmly stated they have no desire to play the game.