What do they stand to gain? What do they stand to lose? What cost-benefit goes into these complaints?
That question makes no sense mate.
What do they stand to gain? Let's see.
Better messaging, at a time when people traditionally have a chance to switch teams, or just call it quits and not move forward. It's not the time to be out here looking either clueless, or greedy. Both are just as bad as each other.
I have friends that are waiting to make a move, but they want to know info first. One's a creative/social sharing type. Knowing the dashboard, the sharing/social apps situation, the speed of then menus, how the create button works, SharePlay 2.0, if sharefactory has received a makeover, all this info, if available earlier, he would have been right there preordering too. Due to poor communication, he's not. Due to cross gen games, price hikes on games, bad news, he's got even less reason to come to the next gen table than he did two weeks ago.
If even one BC game sells on the PStore (that's taking the worst case scenario that only way to do it is to resell them, not publicly enable the PS2/PSP emulator that works on hacked PS4's, or god-willing the discs work on PS5 as per our own resident super sleuth's findings), that's one more sale than right now. You're not telling me that people don't want Resident Evil 2 sat next to RE2Make, for example. There's money to be made, and goodwill to be garnered. But instead (upto this point) Jim Ryan's been openly antagonistic towards BC.
Lack of info, coupled with bad or confusing info when some does slip out, breeds customer worry, disappointment and anger. Today's consumer
might not become tomorrow's customer if they hear enough unpleasant crap, and Jim out here shooting PS in the foot every week.
And Neil? TLOU1/REMASTERED was the Goat. "look man, they supported PS3 in its dying months. MP out the ass, still going strong 7 years later. Story/characters you'll love. PS mascots". What can you say about TLOU2? "well, the gameplay is still good. Story/Pacing is off. characters ruined. We're all sat waiting and hoping this MP game is actually gonna materialise. Oh, it looks good too". You can't even point to TLOU2 as a standard bearer, and that's supposed to be a Slam fucking dunk. TLOU2, for many TLOU1 fans, is our Halo: Craig moment.