B to C communication isn't there to justify anything, nor is it there to let customers worship a company because they are working on a game and improving it (it's their job, they make a living out of it. Business are businesses, not friends.) B to C communication is there to sell and make a good branding - to sell more.
I'm a strong believer of giving positive feedback when deserved and I certainly did so with Planet Zoo. (They are great in reacting to feature feedback!) I love the game , I don't love the B to C communication currently, which hurts the branding for me. Not enough to make me leave
but enough to voice my concerns.