In contrast to what Jeff thinks, sometimes the practice of hiring people to manage the community is a
cause of a significant amount of hate, if the communication isn't up to scratch. Civ V is a clear example of that - the publishers have been far too distant and uncommunicative regarding all the problems people have been experiencing (and there's no word at all directly from the devs). A fair number of people have repeatedly said that they wouldn't be so upset if the problems were acknowledged and the developers worked more closely with the players to identify and fix the problems. But that doesn't happen
because of the separation between the players and the people who actually created the game.
On the other hand there are forums like this, and Elemental, where the people involved in creating the game are (directly and closely) involved in the community too. And it's not just because everything is new and fresh (it's not). It's because the creators clearly show that their #1 priority is making good games.
Of course there are going to be complaints. But if making good games is the priority, the praise will far outweigh the damnation. (unless, as others have said, it's a multiplayer game with lots of 13 yr olds (chronological or mental). Then there's no hope

).