I think I get what Bob is saying.
We have these games where Shepard all but dictates what others should do. He's great. He's a hero for it. He says it how it is.
Then we have the ME3 ending, where it is suddenly 'nope, you're wrong'.
And we have Bioware going 'nope, you don't get anywhere from speaking concretely. It has to be 'in my opinion' and said nicely, or we don't like to listen'.
Something like that. That the model of Shepard isn't supposed to be something we should go with. He's the hero and all, but nah, don't follow his behavior. That Bioware does a 'we'll show you how a good person acts but don't act like that person when critiquing us; we need things said nicely and with it always expressed in a way that is empathetic of our lives and the nature of the development process'.
Bobid is hard to understand sometimes. And I don't agree with him - I think both heroism and critique has many more successful forms than what he regards to be the model. But I think he's saying 'objective truth is objective truth - get over how it was presented. If a game or part of a game is outright bad, it is bad outright, and you should take in all good critique about it, whether it was expressed with kindness towards you or not'.