He's definitely right for the most part, but I see a lot of what he's saying being conflated to apply to what is valid criticisms. For instance, when you see a trailer for a movie, you can pretty much take it at face value that the quality in the trailer is what you are going to see in the theater. Unfortunately for years now, that has not been the case with video games. From Watch Dogs to Killzone to No Man's Sky, you get trailers that do not accurately reflect what consumers got in the end. It's not all games that do this, but the ones doing it poison the well for everyone. That's more of a PR problem but PR will almost never come out and admit that the trailers show footage of the game running on a $3000 PC or included target renders, and if they do, it's always after the fact. People end up feeling burned and even though developers don't get much of a say in the PR process, that defense is only really good for the first few times it happens. If it becomes a pattern, devs and publishers need to find new PR or take a more proactive part in that process. Most people are more understanding when it doesn't feel like they are being duped and you are up front with them from the beginning.
As for technical issues, this is another area where software is drastically different from other media. If you have a DVD player and buy a DVD for it, it's going to run fine 99.99% of the time. Obviously there's a lot more nuance to making interactive software run well, but that's not really the consumer's problem. If you paid the $500 for Photoshop and it constantly crashed the program or blue screened your computer or had memory leaks all over the place so it ran like shit the longer you used it (like FO on PS3), the people who bought Photoshop would be pissed too. Same if you bought a DVD and whoever did the film transfer mastered it wrong and every third frame was skipped making the entire movie a choppy mess. That's not to say that every video game needs to run at 4K and 60fps with every visual bell and whistle known to man enabled and it has to run that way on hardware from this generation and the two previous. That's an insane ask.
But there are minimum standards people expect that are not unreasonable and when they buy a game and it runs like shit or crashes or eats their save, it's a bad user experience and it's frankly insane for devs to think that isn't going to take a toll on the patience and understanding of the people who paid their hard earned money for it. The same way if you paid $30,000 for a new car and it breaks down three times in the first week, you're going to be less than understanding when you go back to the dealership, even if they fix it for free, especially if it continues to break down after that. It's not unreasonable to expect something that is sold to you to function as advertised, but I'm not going to defend the people that think they're entitled to everything for $60, just like you're not entitled to Lambo performance from your Nissan Sentra.
The toxicity toward devs for their opinions or their race/gender/sexuality though, is an entirely different story and that needs to stop and deserves no defending.
