To try and bring the question back around: how do we deal with mismatched expectations between reasonable players and reasonable staff?
You have laid out your policies and your game, and you are set up to play the game in a certain fashion. You want to tell epic sweeping stories and you're really just not interested in providing any support for extensive gear differences. To some of your players (who are otherwise reasonable!), it seems to be common sense that if you're telling an epic sweeping story, you have GOT to have epic gear to go with it, right? Like, how do you kill a dragon without a dragonslayer sword?!
What are some tricks and tips people use to try and bring these things together? Do we post posts? Have individual conversations to try and bring everyone to the same page? How can we deal with this sort of misalignment effectively, and how do we minimize the appearance of this problem in the first place?