Though my feelings aren't as intense as yours, I have had some disheartening experiences lately with FFG as well. My post will of course sound like whining no matter how I word it, so we'll just call it a whiney post and be done with it :-)
I've always praised FFG for their customer service; how great they are with replacement pieces, responses to emails, etc. Recently though, I emailed them asking how to obtain some of their promotional items from Arkham Nights 2011 as I was unable to attend. Now, before I go on, I do understand that promo items are something special that isn't just handed out willy-nilly and that their are some standards with the distribution of these items. However, I was told that the only way I can obtain their items is by attending an event. Period. I think that is a load of crap. I've mailed in for promos before; I've asked for promos before through e-mail; I have always gotten them with thanks for supporting them. Now though, I'm being told that they don't do that. Fine. I can accept policy change. But FFG needs to at least give us some method to obtain things like this. To expect their loyal fan base to come to multiple events per year just to obtain something is crazy. I own a ton of FFG games, ridiculous amounts of expansions, demo their games constantly at cons that I GM, and the two games I love the most I'm now being told there is no chance in hell that I can obtain two friggin cards from what I'm sure they have extras of somewhere.
Yes, whiney because I'm upset that I can't obtain two items I really want. I'll own that. But why should I continue to support a company that has no customer loyalty? I'm not saying I'll quit supporting FFG because frankly they make some of my favorite games. I just find it a poor company attitude to not want to help out loyal customers who still care and want to play the games. Without people like us, they wouldn't have the fan base they do. We are the ones who help review, recommend, and demo their products. We help sell their products.
But why should that matter?