I canceled the 6 month recurring subscriptions for both my WoW accounts today because of this nonsense. Fans bring honest questions forward at Blizzcon and the representatives on stage either insult them, be sarcastic or have their social media shills attack the person and spam nonsense all over twitter and stuff.
Yes Blizzard put in work into the products but you cannot ignore the facts. Blizzard is a company making stuff, their employees are being paid, they do not work for free. Their primary goal is to make customers happy so they continue paying money. Blizzard has a standard of quality in the game industry that is practically unrivaled so when fans see a trainwreck like this they get scared and concerned. They start asking questions like "How did this come to pass? Who is responsible? Why did they think this was a good idea?"
If your customer isn't happy and asks a civil question that has no profanity or personal attacks against the representative then you need to realize you made a bad decision in creating your product, not telling your customer "You are wrong." or if you don't have a phone.
Instead people defending this nonsense on social media and saying they would have thrown the guy out of the convention he paid to attend and broke no rules or terms of service just because he asked a question they didn't like. Also said people on social media are race baiting and gender baiting while demonizing the person that asked a very valid question.