What is the number one rule of business. Give the customer what they want. What is the second rule of business. It is ten times cheaper to keep the customer you have then to convince a customer you do not. What is the third rule of business follow the first two rules, and find out how you can profit by following the first two rules.
Somewhere along the line Sony forgot these three cardinal rules. Instead they began to view consumers as investors, expendable, and as assets to be used. Sony has the poorest of mindsets when it comes to gaming. You serve the customer. The customer does not serve you. You do not view customers as something you can do without. Customers are not pawns in your machinations. Which also justified their lying to customers, and abusing their trust.
You cannot break the three cardinal rules and expect to have your product be the most prized on the market. Yes a sucker is born every minute, and there are those blind to the abuse they are enduring. However the real problem for Sony starts with a shitty mindset. The view consumers with disdain, and treat them with no respect. That is how they could build a machine that did not appeal to them. They turned their backs on customer service it is as simple as that.