Yep, absolutely. I know that their hands are most likely tied which is unfortunate since I do really like Steam. Those forums are just a dumpster fire and there can be no recovering from that unless they nuke several topics and temp ban some users.
SoA has been finicky about their communication. Sometimes they do and sometimes they don't but mostly they seem to be the ones hyping up a project and then proceed as normal. You get a few troublemakers making a mockery of them in every single one of their twitter posts but so far I've only ever seen them say to contact customer support if a very angry fan hadn't received AC they paid for or some other bug. The Sega I know springs up random projects out of the blue that no one asked for like that new Super Monkey Ball game awhile back.
If you really want to see an angry fanbase, you should look into the Fighting Food Friends debacle.
That's the misconception here though... Sega of America has 5% involvement with PSO2 Global. The localization was outsourced to a separate hire known as Lionbridge Technologies, who translated everything and recorded the dub, and like previously mentioned... ESTsoft handles all the Community side.
But the actual 'game'... managing the game servers, preparing patch updates, handling support tickets from ESTsoft, implementing the localized files from Lionbridge Technologies, telling ESTsoft what to say on certain matters, etc... nearly EVERYTHING is Sega of Japan which itself makes PSO2 stand out alongside Sega's lineup which normally leave Sega of America as the ones responsible for this sort of thing.
About the only thing Sega of America does for PSO2 is submit it to the different classification boards around the world, help hire staff for ESTsoft and basically handle the regional business side of things... oh and put the game on their website.