Exactly, Sony had a great start to the PS4, they gained a lot of goodwill because they started that generation on fairly equal footing with Xbox, and MS made a lot of blunders before the consoles even went on sale. At the time, the PS4 was a better deal, and Sony was much more customer-oriented. I was mainly a 360 user, and had a PS3 but it was rarely turned on, but I went all in on PS4.
I reckon however about mid-way through the last gen Sony had enough market share to care a bit more about profits than their customers. Mainly the issues around cross-play and cross-save, some say their stance on back-compat wasn't great, but I'm not sure I agree because it's likely largely a technical issue.
When the mid-gen refresh started coming around, I seriously considered switching to Xbox, but PSVR helped me stay in the Sony eco-system, but I did end up going all in on Xbox for this current gen, and am happy I have done, sure I miss out on some Sony exclusives, but I certainly appreciate the user-experience more on Xbox, with things like quick-resume and smart-delivery making Xbox feel truly next-gen
Verge has done a great job of sensationalizing this email, the actual quote is a lot less of a gotcha than the headline represents