They keep regularly complaining about the lack of politeness on the forums and social media as if it explained everything. In fact they have done so multiple time by now, and while I certainly won't fault the comment (toxicity breeds nothing), this insistence on formality when you've been running a multi dollar company/studio sounds extremely weird to me. Are they trying to dismiss the feedback and comments just because some are written by toxic users? Are they just going to systematically deflect over the form rather than the content?

It's your job to sift through this. If you can't handle it, hire someone that can. Hire moderators as well. But this fixation on people being rude above everything else is just weird.