This kind of outdated thinking have to stop. MMO is a business, do you see any business can continue to proceed without proper communication with the customer?
Look at this Path of Exile's reddit post (redirect to their official forum)
http://www.reddit.com/r/pathofexile/...ff_is_awesome/

The staff do a funny reply to a troll post. To some, it's insulting the customer, but to me, it just awesome. Maybe the developer is angry and it show in his reply but hey, at least we all get a feedback from developer.
Ignoring the customer only work for awhile, and eventually, the discontent will grow and player will leave. Then the game start dying down and this kind of communication coordinator will look for new job.