Square Enix can say what they want.
They supposedly listened to the fans when creating Final Fantasy XIII-2 . Now they say they'll make a Final Fantasy HD Collection if the fans want it badly enough . In fact, the company in question routinely says they're "listening" to their fans. They like that word. "Fans."
And yet, if you gathered up all those loyal followers and took a poll, I'm willing to bet over 90% would be disgusted with Square Enix's lack of attention. The vast majority would simply say, "obviously, they didn't listen to us." While it's true that S-E may have made a few concessions in FFXIII-2 (towns, for instance), the style of gameplay is what matters most, and the role-playing fans are the ones you're alienating. Remember when your franchise was an RPG? And not a hybrid? I will defend FFXIII for being a great game; I will never defend it for being a great Final Fantasy .
And that's exactly the point. The FF community isn't exactly split. There's not a great deal of controversy. It's just one overarching complaint that is easily heard; in fact, it's very difficult to avoid. That being the case, how can Square Enix say they'll do something if the fans "want it" when it seems painfully clear they really don't care what the fans "want." What Square Enix desires is a new fanbase; a new following, a new group of gamers that are S-E fans for different reasons. Maybe they've just given up on keeping the older fans; maybe when they say they're "listening," they mean they're listening to other gamers.
I just don't understand how Square Enix can miss the outcry. They can't miss it. That'd be impossible. The only rational answer is that they're ignoring it.