This explains the reactions we've seen.
It doesn't excuse those reactions.
of course it does. You get what you give. WotC/GW have given more crap, less good will. They get a certain reaction. PP/Paizo have given more in good will, get more understanding. Thats just life.
Good will, while intangible, is actually a business term. We use it, and earn it around here in something completelt different field of business. It can generate sales- as the old saying goes- 10 good sales may generate good will to get one more. 1 bad sale will kill 10 sales.
I'm willing to cut people breaks whom have earned my good will. Folks that have burned bridges with me or have annoyed or pissed me off, I wouldnt cut them any slack.
Works with companies whom have done me right. As opposed to ones that piss in their well. I can be more patient or understand with one who has done me right, where as ones that havent, not.