Correction, he does have to write the letters because everyone was so unhappy with the lack of communication while the game was sucking, that they were going to quit. Most people did. If he doesn't continue writing good letters and keeping people informed about how long stuff is going to take, more people will quit.
Also, there is nothing wrong with people complaining. Why can't they complain? Is it your opinion that people should either shut up or leave? Is that it? How unfortunate!
