It's really odd to me how some people act like they're personal friends with the development team. It's entirely possible to have respect for the developers whilst also expecting accountability if missteps are being made.

It's how any business works. The relationship between a customer and company is entirely a professional one. Exceptions only really exist in the form of smaller, local businesses where you build up a genuine rapport and get to know individual employees through the process of frequenting an establishment. That isn't the case of a big, very wealthy business such as Square Enix.