Bioware fans are one of the best example of an unpleaseable fanbase I've ever seen.
On one hand, the ME3 ending really was terrible, and Dragon Age 2 was a disappointment, and Inquisition did have terrible hair. I think most Bioware employees probably do understand fan frustrations: many of the decisions which caused those issues were made by 1 or 2 guys high up, which most employees will have had no hand in.
On the other hand, stuff like 'Oh there should be a cool female turian with a rainbow pixie haircut that my femshep can romance and is integral to the story!' threads pop up and it's very difficult to take that seriously - Bioware games don't just exist for you and your fantasies and your preferences, and that's something a lot of posters here don't seem to understand. For some people, 'It's not the EXACT game I want it to be' is somehow a flaw which the devs should do something about.
Creative types can be funny. Some are very receptive to criticism, and are capable of separating the good from the bad, the relevant comments from irrelevant ones, the intelligent from the stupid. And some take criticism personally, even when that criticism is right on the button - that kind can often deflect and dismiss criticism (key word to see with these types is 'hater'). I am sure that both types exist within a company as big as Bioware, and I have had personal experience with both.
But I think fans have to realise that they aren't going to always get the exact game they want to get. These games have to have broad appeal, beyond the kind of people who come to BSN.
I also think most fans don't have a clue what development of such a huge game as the ones Bioware makes involves, so they make comments like 'this should have been in the game!' unaware of what implementing that would cost, in time and in money.
For me, it's enough that their games are good. Are they perfect? Well, what game is? They don't always get everything right, but they at least try to be receptive of fan complaints, and try new things. And that is enough for me and my 40 quid.
I guess what I'm saying is that there is no doubt that at least some of Bioware are mad at at least some of the fans, at least some of the time. They'd have to be saints to not be.