Without re-litigating the events at Basecamp, surely you're fully aware that other people have a different view to you (i.e. that in their opinion DHH did do so

Without re-litigating the events at Basecamp, surely you're fully aware that other people have a different view to you (i.e. that in their opinion DHH did do something wrong), and surely from that starting point it's hardly mysterious why people would choose not to use the service. I think the question becomes not 'is the conduct bad enough to stop using the service, despite how good it is?', but 'is the service so good that I should continue using it, despite the conduct?'