There are always fans that will complain for the sake of complaining, it's their hobby. Shall we really consider these as the majority? No, they are just the ones who TALK LOUD and say nothing at all. But when there are players who just come to the forums to post one or two posts and then leave, only to say how disappointed they are with the game, the bugs, the performance and Bioware's treatment, then I listen. Contrary to listening to people with 10K posts who spend their entire lives in the forums making lot of sound without saying anything important.
The issue comes from the signal-noise ratio. Even if you made a point of simply ignoring anyone whose made more than, say, 500 posts, you've no guarantee to getting accurate or even useful information from them. In this OP alone we had a number of objectively false claims about unplayability- I won't say 'lies' when it seems to have been a language barrier issue- but anyone who took it at face issue would have a distorted picture of what the issue was. By engaging as I did, we were able to identify that the underlying root of the 'mute' issue was actually 'I can't follow the conversations and dialogue'- which also revealed a separate issue about unreadable subtitles, which might have been a fallback plan.
That took engaging- by the casual curiosity of someone who didn't mind being called an ******* for challenging the OP's post despite her unquestionably being the wronged party. If it were my job to comb through threads, I likely would have passed it by without comment because of obvious factual issues (a sign that the poster doesn't know what they're talking about) and the obvious fallback assumption (well, why don't they use subtitles?). If I were methodically going through feedback threads, this one would go into a dumpster.
People aren't very good at expressing their actual issues. People say what they feel, or rather what they want people to think they feel, rather than remaining objective about the causes behind their feelings. Small-post posters aren't better than anyone else. They can also be as unreasonable or trollish as anyone else- sockpuppet accounts especially. There's no good way to find the good stuff to listen to while filtering out the rest- either you take it all in, which leaves the trolling, or you selectively focus, which leaves people outside of that focus feeling abandoned (and those inside the focus infuriated if their demands aren't met to their standards).
'Fans' as a group aren't coherent or singular enough to be dealt with as a reasonable individual because they, well, aren't. Particularly reasonable (take the general unreasonableness of people on the internet), or singular (countless variations and differing views). Trying to proscribe 'how you should interact with fans' policies to a corporation is like advising people on how to interact with those with multiple personality disorder. There's no one-fits-all solution, and we tend not to like it if they come at us with straight jackets even if we consider ourselves the 'sane' personality.
Nice subtle jab at the end there, btw. I approve.