The customer is always right
Apparently NG doesn't think so. It's a very basic concept. Keep the customer happy and they will keep supporting your product. Running a very poor business model by staying silent on issues, not being transparent and refusing to investigate further in light of new evidence does nothing but dissuade and discourage people. I would suggest if you want to keep players happy and spending, work with them instead of dismissing their concerns. It's simply a matter of principle.