I don't think they hate us, the issue here is that everyone have their bad days and we, as players, can be pretty annoying and even rude sometimes. They appreciate our good suggestions, our concerns, but when it comes to dealing directly with us, it gets complicated.
There's a reason why they have specialized staff in dealing with forum users and filtering the good stuff from the bad. If most of Anet staff could see what we sometimes post here, they would be pretty pissed, of that I'm sure.
Making an MMO is not cakewalk, there's so many things that could go wrong...
The thing is, for Anet, this is a labor of love, which disguises a bit all those hours burned into it, all those empty nights with no sleep, fixing stuff, making sure everything looks and works decently. People who have jobs like these can sometimes miss important stuff going on with their families.
When you pour your heart and soul into something and then someone gets in and acts like a douche, you're bound to be pissed.
But overall, they know that the majority of people love them and support them. Dealing with people like us kinda gets to be a part of their routine, you get to meet all sorts of good and bad people.