That's not what has been said at all.
In the case of Eyebeams vs Tensen, Tensen admitted fault, the case is closed. Now we're just discussing why eyebeams attitude will harm his sales from us. It's not that we have to choose between the two, we can simply choose neither, it's a free market.
As far as a Hobby Level, I think it's the other way. Some publishers consider themselves artists that don't have to deal with the customer, and whose interactions with those customers don't have a direct effect. Instead, they should consider themselves a producer of material who also directly markets to their audience. The lack of professionalism in those dealings will have an effect.
And moreso, when an author enters a discussion about his product by ignoring the concerns of the customer, it sends a clear message to the customers that his products are not worth their continued purchase. If the author can't discuss his products without getting defensive and attacking his customers, then he shouldn't participate in that discussion.
The funny part is, it's only a matter of time before an author or two reports people for "personal attacks", even though the author introduces himself into the ongoing discussion and incites it. Again, it's easy to disregard the opinion of the "those idiots on the internet".