Yup, that's what most of us do. The side effect of this is that a marketing person who works in a different office will be the point of communication with our customers, while we in the design department will never directly interact with any users. It's pretty lame that gamer culture has gotten to the point where it would be irresponsible for me, a content designer, to discuss my work with people who actually play the game I worked on for years.
It hasn't always been like this. It's now socially acceptable to freak out and hurl insults at people because you disagree with their design aesthetic. Everything short of actual death threats is just the normal state of communication, and according to some people, is an acceptable way to express your enthusiasm.
I do deeply appreciate the false equivalence of "writing vile and threatening feedback" and the horror of "white-knighting". As far as I can tell, "white-knighting" is the disgusting act of thinking something is of value when the loudest voices on the internet have already informed you that it is actually garbage. It's a term almost exclusively used by people who are justifying cruel behavior, and no conversation about bullying would be complete without it.