The problem is how they define the word "fans" to begin with, they may think of fans as the ones who see them do no wrong and consider the ones who are vocal or critical to the game as "non-fans" or "loud minority". While I do not understand it fully, the western side of stuff tends to do that, such as the case of Disney and Star War, ending up with their own echo chamber of praise and rejecting any criticism from "fans" as from haters.