See above. We are in a tantrum spiral basically.
Users are resentful because they perceive less effort on features they want, and they see the staff as far away, distant/cold and more akin to act on "trivial" issues than real ones. On the other side, staff see userbase as dangerous, rude, and are a little too quick to stamp them as such (aka the infamous "vocal 0,0000000000001% of the userbase") and want to keep away, which make them look even more distant etc etc etc...