You have an interesting view on how modern, multinational corporations operate.
15 years ago our GMs were literally across the street from us. I was playing from UC Irvine’s campus and they were playing down the road across from Irvine Spectrum. You’d file a ticket, they’d pop into the game, stand around and chat, and resolve the issue and maybe spawn something cool for you to smash.
That’s not things work anymore. People like Lore might be watching streams, but the “GMs” certainly aren’t. They are, at best, minimum wage employees working from some call center in all probability outside the continental United States. Or maybe Blizzard isn’t handling their customer issues like every other multinational corporation with millions of customers and thousands of customer resolutions per hour.
Maybe Steve Jobs and Bill Gates really did personally answer every customer email that was sent to them…anything is possible however improbable.