They should handle community relations better but i don't blame them for failing to do so; i imagine it is pretty difficult to successfully manage a community that reacts like spoiled children when faced with any sort of change.
No, this is what damaged SWTOR so badly. Bioware/EA basically put their fingers in their ears and their thumbs up their butt and refused to talk to the players. They had an oppressive community moderation team that sent you warnings for anything negative, even critical feedback. They refused to address the players' main concerns with the game. Only in like... the last few months has it managed to turn itself around, but the damage has been done.
WoW, when it came out, had excellent community support. Yes, the forums were a cesspool, but the cream had a tendency to rise to the top. There were mea culpas when stuff didn't work. I consider Wrath of the Lich King to be the pinnacle of the community, with open dialogue between the players and the developers, and with ideas and thoughts on the direction of the game.
Yes, the online community is a vocal minority, but they are the ones who attempt to ascend the mountain and carry back down The Word to everyone else. You muck with them and suddenly there is no medium to carry down things to the playerbase. And playerbases that do not feel emotionally connected to the game or its team will drop you like a cheap suit when the next big thing comes along.