I haven't actually watched the thing; I would much rather read a transcript but can't find one. I have gathered some information from Bnet forum posts.
It isn't pretty. The fact that the interview was "press-only" should be a warning signal in itself.
We can't expect them to enhance a product so early. Personally, I rather have them spend more time collecting these complaints and arguments to bring a large update to it. Incoming Battle.net 2.1.
I'm sure we could expect them to release a product at least half-way finished and maybe, just maybe peek their heads out of that rock of theirs once and a while.
The thing is, they aren't even registering these complaints to begin with. Nothing is going to change.
iv seen many a time where blizzard employees would post things in threads that would either promote discussion, reassure people that they are listening, or even interject with a few of their own points.
one such instance was in the thread that lav talked about, the one labeled as "ret conning weakens story" or what ever.
a blizz employee posted within that thread something that went along the lines of "though we disagree with several points made within this thread, we do agree with a vast amount, and that our team here is taking to heart the discussion going on within this thread" and so on so forth.
im not saying its something to go "rejoice! our prayers have been heard!", but it does show that they are at least somewhat concerned with our opinions.
Although individual employee's opinions may vary, what Bob wants isn't what Metzen or Morheim want. Most staff have absolutely no say in what goes into the game or can change the company's position on subjects as a whole.
It's like what Dread or Lav said regarding Blizzcon. There's apparently staff in Blizzard that actually know what a mod actually is, but so far we've been given no evidence to suggest that anything will ever be done to even support or publicly acknowledge the existence of the most significant form of custom content.
Besides, if they were to change Battle.net 2.0 it would require a lot of work to bring it up to spec with Battle.net 1.0. A lot of work they are very unwilling to commit to.
I've gotten up my hopes with Blizzard before and they've dashed them every single time. I've learned not to give a shit about words, only results.
