They don't realize that a huge part of the backlash is coming from players who have bought the game and seen for themselves what is going on, venting through the abysmal rating they reward this game with. The rest of the negative reviews come from players who have been fortunate enough to save their money, having read the leaks/watch the game being played on YouTube and/or Twitch.
This idea that someone has to fork out money for a game that's got an extremely disappointing story in order to rate said story is just mad, especially considering that the story and affiliated characters were the main draw for getting the game in the first place. The graphics are great, the audio is good, the gameplay is decent, yet the plot, narrative and character arc that are meant to make it all come together don't exist.