Sony has commented that they definitely read all feedback across selected forums and their own websites. However, they also noted that they can not do complete testing for their PS3 firmware because you just never know how things will work it when a lot of people have it.
â€œWe absolutely read all the feedback that we see on our blog when we do firmware updates. We have people who look across different forums and different sites. And we also do our own testing â€“ some very extensive testing..â€
â€œBut in some cases, we canâ€™t do complete testing because you never quite know how things will work until users have it.â€</blockquote>
News Source: <a href="http://playstationlifestyle.net/2009/11/13/psn-director-talks-firmware-roadmap-cross-game-voice-chat/" target="_blank">Playstationlifestyle</a>