Haven't really looked into anything about the ArenaNet stuff besides what I heard on the Bombcast and Beastcast this week. I wouldn't side with a mob of people saying she should get fired, that's just not my business. However, I don't really think what ArenaNet did was terrible.
I'm also a Software Engineer like @tr0n...deal with customers and feedback from them on features a lot and you have to be super polite even if you are rolling your eyes in the back of your head. There's no training for that...it's just kind of like expected.
Maybe also it's not a devs job to interface directly with players/customers. At companies we have PR and Community Mangers for gaming for this exact reason...they're trained to deal with asshats on the internet and interface with the customer. Not engineers and developers, so maybe it's on ArenaNet to say "hey you're not qualified to be the public posting face for our product, that's not your job you're not trained for that"....or maybe they have idk I don't work at ArenaNet
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