Imo the issue is that we, as users, are just seen as consumables.
The important people are the advertisers as they are the ones who give Justine and co the money!
We are just there to support that, can be easily replaced (and no, long standing posters are if no value at all really seeing the size of the site, the number of visitors and persons registered).
Make sense as we do give them any money so why on earth would they need to do more than the minimum??
And it shows in the email that started this thread, the lack on engagement, the lack of response, the NOT caring about telling peel they are banned and why (easier and quicker to ban and hope they will just leave compare to giving explanations and be held accountable).
On the surface, I agree. Money is just money really.
With a longer term look, I don't. This site is made of its members and whoever actually post.
If threads are becoming unhelpful, OP are being hammered by other posters, trolls are being found but not addressed etc etc, the feel of the site will change. It, unsurprisingly, has already.
The issue of course is that Justine and co should not want to see that feel to become too harsh/unwelcoming because people will stop come over. And less people means less advertising revenue.
Or you end up with a trash site (after all some trash newspapers have an audience too somit is a viable business system). If your aim is to have a site for parents by parents, one that is helpful etc etc, then you would want to coud that at all cost. If the idea is to make money with as little effort as possible, then you'll have no issue going down that line.