You can imagine if that was the case everyone would harass CS employees to get their message across “directly” but everyone can post a message directly by making a thread and garnering attention or avoiding the telephone game by submitting feedback through the ingame feedback reporters. Everyone would just create a ticket as well saying “this feedback, ITS way more important than the others, YOU must have to read it NO the DEVELOPERS MUST.” exploding the ticket queue for a “pls buff class 1% pls” suggestion.
Some of those like the PVP DC penalty was implemented that way much to some people’s chagrin.
They do just like all aspects of the regular GM force. It just doesn’t mean “do what I tell you to do so, even if it goes against policies and if you don’t, that makes you powerless”.
You may read that here: Welcome to the Customer Support Forum!