And they can cling to that justification while their audience shrinks as they grow sick of skyrocketing prices, scattershot releases, lack of communication, and shriveling content.
It says something when the first edition of Talon of Horus actually brought their servers to a screeching halt and was basically sold out as soon as it became available, while they're still trying to sell a book by Aaron Dembski-Bowden, one of their most beloved and acclaimed authors, about Ragnar Blackmane, one of their oldest and fan-favorite characters.
It says something when people used to pitch fits at their pricing and policies, their increasingly evident contempt for the customer, and now it gets met with nary a shrug and a blase "I'll pass."
The antithesis of love is not hate, but apathy. That applies to businesses as well. Of course outraged customers are an issue, but you know what? Those customers are still engaged, and still invested. When your customers just go, "Meh" and move on by, you've really lost them: they're disengaged, they're no longer invested, and it's one very small step until they're no longer your customers.