Most of the time they do though. People said Sym was bad, so they told us they were going to rework her. People said Torb needs a rework, devs said they’re on it. People said the Bastion is in desperate need of help, devs said they’re working on him too. There are countless examples, it’s just that almost everything being talked about on the forums currently has been answered before. That includes Mercy.
Then you have examples of the massive harassment devs like Geoff have received for responding. For the longest time there were threads asking to fire Geoff, saying he’s incompetent etc. Just because he stated an example of why he felt a D.VA change was a good one. That’s stressful as hell. I know I would never want to talk to forum goers again if that happened to me.
The ‘we just want a response’ is complete BS. Most of these balance threads completely throw that possibility out of the window when they dedicate a whole paragraph to insulting the Dev team.
You make a constructive, well mannered post about something they haven’t already answered 1000 times and you raise your chances of a response sevenfold. It isn’t rocket science.
They read these post. Maybe not every single one of them, but they do. They don’t have to respond.