They take the emails from the Western localization companies they contract with at face value and often do not know that they are being lied to. They are being fed bad info/withheld info. Naoki Yoshida was blindsided when someone was able to get in a room with him and ask him a question about stuff that the Western fandom had been complaining about very vocally on the reddit and on the official english forums for years (netcode delay). Obviously stuff was not reaching him.
Hopefully with twitter auto english translate and changes to the algorithm, this will be more visible.
