Did they who filed the letter ask? If they asked and didn't get a reply to the effect of "we're working on it", then I can see your point. If they didn't ask, well then that's on them. I not finding any stories about them asking about what's going on and not receiving a reply, so I'll assume the latter, since I'm sure the former would have been posted about.
However, many of us are frustrated. Those of us who run some of the most popular projects on GitHub feel completely ignored by you. We’ve gone through the only support channel that you have given us either to receive an empty response or even no response at all. We have no visibility into what has happened with our requests, or whether GitHub is working on them.
It's a statement that said that they asked them to address some critical issues via their regular support channel. The statement said they have already reached out, and they had nowhere else to go so hence the open letter.
Or in other words, to answer the question I was asked (which was "Did they who filed the letter ask?"), yes, they did ask. Apparently repeatedly.
