John Funk said:
Someone needs to take a little time-out. See, a company can do whatever they want on their own forums. Much like we can request that you maintain a polite and respectful attitude when debating no matter the issue, particularly when speaking to staff.
And if not, you aren't welcome here.
Funny how that works.
Oh. John, as much as i would prefer to discuss all the difference between us in how we see some companies, Blizzard especially, with a beer at a pub i must strongly disagree with that statement.
Sure in theory a company can do whatever they want on their playground, but you must also realize that companies don't pull out money out of their... hats. Every action of a big company, especially one that is present on the stock market has to always take in account how their action will be seen by wider public.
You know how some sportswear corporations get bashed every now and then for using the factories where children get forced to work? You know how Google was bashed for not opposing the Chinese government when it came to censoring searches? Every action provokes reaction. Being a company that provides service to wide community, you have to consider the community's well-being, because in the end, it is them who feed you. Cross some lines and you may fall very quickly.
Forums are one of the tools that let's you build an image of your business. It is in best interest of any company to moderate them as well as it is possible. You can't exactly make it your personal playground and play god, because it will hurt your image. At best case scenario you won't be able to lure in new customers as easily, at worst - you may start loosing big part of your current ones.
You are expected to provide safe and pleasant environment for those using your service, you don't really have any right to force them to be like you, maybe they suffer from cases of paranoia, maybe they had bad experiences with their personal info being revealed, maybe they want to hide from someone from their past that hurt them. You don't know it, but you should always assume the worst case scenarios. It is called responsibility.
As many people already said i won't accept the argument "You may just not use the forums", because i had several experiences with Blizzards customer support. While some things could be handled easily in game in case of restoring items/character or through e-mail in case of restoring my password, whenever you submit a bug report or have a technical issue you will be pointed to forums, you can't count on answer through e-mail or phone. And that's not even the community building, which should be the priority from what i understand from Blizzards talk. They want to tighten the community while pretty much forcing out a part of it.
EDIT: Seeing as you are quite on the benefits weighting on this topic, John, consider this thing: Even a single person having issues because of such decision renders all the possible benefits irrelevant. No amount of trolls removed from b.net forums is worth one honest customer getting hurt.