Isn't your second example exactly how you say it should be from your first example, just with forum arguing filtered in?
To suggest the "GET OUT TROLL" reaction is the reason an MMO fails is a bit of a jump. Every forum I've ever been on - ever - has had the exact same thing. I could go to any game forum... any one... and post I love a game. I'll have a dozen people calling me a fanboy and telling me the game sucks. If I post - in that same forum - that a game stinks, I'll get a dozen people calling me a troll and telling me to quit.
If that happens on every single forum, whether the game is a massive success or a massive failure, I'd say the one has very little to do with the other.
Bottom line, if you don't like a game, you have two choices. Stay with the game, keep paying, and continue to give feedback on the hope it gets fixed. Quit the game and only come back if it gets fixed.
Forum bickering is going to happen no matter what. It's the nature of the beast. I personally saw that it was like that on SWG, STO, AoC, EQ, EQ2, WoW, DDO, DCUO, and LOTRO. And I'm very certain it'll happen on every MMO to come out in the future.