It's because the people doing the responding share the ideological leanings of the people doing the complaining. When the same social circles are both in PR/HR

It's because the people doing the responding share the ideological leanings of the people doing the complaining. When the same social circles are both in PR/HR and the offended class they will consider the same things valid criticism and may go as far as flying in the face of 90% of the quiet consumers of the product's interests.