I suspect that part of the problem is that Bungie has become so inured to player feedback over the years, given that the signal to noise ratio was never very high – there's always [i]someone[/i] unhappy about the state of the game and vocal (or even aggressive) about it – so they learned to filter a lot of it out. Only now the problem is that the overwhelming player sentiment is negative and they might be struggling to recognise that. I think another part of the problem is that they've become too comfortable with feeding players scraps, because it's worked for so long. Not that any of this would be an excuse if true, obviously, but even so, the declining player counts should be a hint that something's not right.