SM does visit the forums and critical issues that surface are being taken care of.

The only difference being that beta testers go pretty-pretty deep to document the issues they find.

And any issue has to be reproducable in their office before it can be fixed.
You have to find/see the bug to smash it.

Often the objective argumentation and the documentation provided leads to reproducability, leads to a fix.

Then the team has to set its priorities.
You have only so many developpers man-hrs; What issues are critical and have to be taken care of first?

A once - in a lifetime issue will not get high on the repair list.

Poser 1, 2, 3, 4, 5, 7, P8 and PPro2010, P9 and PP2012, P10 and PP2014 Game Dev
"Do not drive faster then your angel can fly"!