Not responding to group shaming isn't arrogance.

It wasn't shaming, it was a voice of desperation! GitHub is an arrogant bunch. And I'm not saying this only because of the "Dear GitHub"!

Writing a public letter to a business (of which you are not a customer) as if your problems are theirs to fix, is one of the most textbook example of "exaggerated sense of one's own importance" that I could possibly imagine. Those people were, and are, clearly not very important to Github at all.

Well, those people _are_ very important. If GitHub was a platform only of paid customers without the plethora of open-source projects by non-payings customers (which are important customers still even if they don't directly contribute to the bottom line), it wouldn't have a commercial success in this magnitude either.

Anyway, it's an observation, I don't have data to back it up, but I see a lot of new projects actually starting with Bitbucket these days.