Anet should fire the PR people and Hire him instead. He talks with enthusiasm and excitement even about topics that many of us find trivial and boring. I'm certainly a lot more critical of the game than he is, but watching his videos at least makes me want to play that game again (even if its only til I rediscover my old discontentment). Little to nothing released by anet does that in the same way these days.
I agree with the first half, not so much the second, but that's largely a concern about professional qualifications.
Anyway, on the first, it's because there definitely a jadedness about people who are not completely white-knighting the game. ArenaNet has not made good on a lot of its promises and the worst thing a marketing team can do is mismanage its customers' expectations.
ME3 is a good example of that. You spend five years building up players' expectations (and they're already a group with healthy imaginations to begin with, telling them that all their choices will affect the final part of the trilogy... and then you deliver three endings that could be synched together on Youtube... you're going to have a bad time.
ArenaNet's had to walk back on their stance with the gear treadmill. They are not delivering equal or greater content than a subscription MMO. Customizing your character with options that are available can cost an arm and a leg in real dollars, unless you farm heavily for the gold in-game (at which point you're supporting the supply side of their virtual economy). The 'zerker meta, the sPvP issues, the WvWvW issues.
In the cases when a PR rep or developer actually gets excited about the game, that jadedness shows. You know they will not say anything negative about the game, even though at the forefront of your brain, you know there are plenty of things to criticize about it. They will not even acknowledge it. You know that is their job, and since they have not made good on a lot of what was published or said, anything they say is run through that filter, knowing they are very purposefully biased. It fails at breeding trust, and if you do not breed trust, you certainly can't breed hype. A FSM help them if they sound disintereste, as someone commented about the State of the Game video that came out just prior to F&F's finale.
Now with WP, he shows enthusiasm He plays the game. He clearly likes it, but he's also going to get a little head nod because he is giving a pragmatic review. You may not agree with him on all points, but you can see he's not trying to polish a turd. You think its not a perfect game, he thinks its not a perfect game. You may not agree on all points, but the overlap is enough give him a level of validation. It's the same thing with Ghostcrawler in WoW. I'm not fan, but even he criticizes their own decisions in retrospect. He knows that he already has the faithful won over. He just has to win over one part of the dissenters, and acknowledging some issues with the game is going to land a hit with some portion of the disgruntled.
And there are plenty of players who would probably return to the fold if ArenaNet stood up, said "My bad. I know it's bad, I'm going to fix it and here's how." But they know that while the common man would be ingratiated by such an admittance, from a business and shareholder perspective, it's like you don't know your crap.