Or is there a weird culture of fear where you’d rather silently try to fix it without acknowledging that it exists, because acknowledging a problem means taking some legal responsibility? It wouldn’t be the first instance of US law having weird effects on human behavior but it does seem a bit far fetched.
Look, for example, at what happened to Hello Games after the release of No Man's Sky - lots of people felt entitled to send death threats and demands to the developers - the UK authorities were regularly involved in threat assessment[1]. If some LoL players[2] are willing to swat the other team after losing a match then they're quite willing to go extreme lengths if their favorite character gets nerfed.
I think this frequently toxic community interaction really impacts how game development studios interact with press and the public. The folks reporting legitimate bugs might just end up being buried in an avalanche of "BUG: My DPS damage is too low" that overwhelms an already tetchy CS department.
1. https://www.theguardian.com/games/2018/jul/20/no-mans-sky-ne...
2. I'd just like to reinforce that most of the people in a community can be fine - it's the crazies that start a lot of these problems, most folks won't swat you for beating them at LoL.
I used to run some of the official servers for CS:GO and L4D2 on behalf of Valve. Mostly it was great but communication was always a challenge.
That is probably one aspect of it for sure. I think the gaming industry itself might have problems with sharing because 0days in games could really mean no more purchases, at least for awhile, and even then you have lost momentum from your marketing. Also, for non-zero days, just bugs in general, look at No Man's Sky or even more recently Cyberpunk 2077, so much social backlash.
In general, the bigger the company, the more bureaucracy and layers of indirection you have to get through to reach someone who even knows what you're talking about. This is regardless of whether the message is "bad security bug in your product" or "want to buy a million of your product".
Customer support is seen as an expense. So automate as much as their job as possible and then... stop paying for customer support.