Microsoft couldn't, at the E3 press conference, say "We're really shocked about all this bad-press. We better change this system," because it would have been suicidal. They had to peddle the message they had, go home, figure out what the numbers were and what was realistic, and make decisions. So, yes, their business model failed, but who cares? They tried something, people didn't like it, and they changed it. I'm not going to hang this over their head until the end of time just because they went for something new and people didn't want it.
You shouldn't trust either of them, because both Sony and Microsoft are public companies. When a company says their first responsibility is to their customers, they're distorting the truth: Their first responsibility is to make as much money as possible for their shareholders, and the way to do that is to generate as much money as possible from their customers. Sony gave the Playstation 4 the ability to play used games because it's going to generate the most money for them, not to do you a personal service. Remember "599 US DOLLARS" or the Sony root-kit? Both companies serve as the 'good guy' and 'bad guy' at different points in history depending on how we as gamers respond to their policies.
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