Ah but the key is objectivity. It IS all about money, is it cost effective to fix a game, is it worth pursuing the customer satisfaction at the cost of profit. People can assume and twist words as much as they like but companies exist to make money. If other considerations can factor in with minimal loss to profit, they pursue it. Otherwise they don't. As much as people complain about never buying the game again, they only represent a small portion of the people complaining. Most will gripe and still buy the next game that's made. Companies know this, more often then not they just ride out the bad press.