Nobody involved in the decision making cares about the customers. They only care about the potential hit to the bottom line, and if that's perceived as callous silence, they don't care. Unless, of course, they decide that appearing to care and being responsive results in less of a hit.

Silences like these are strategic and dependably predictable - engaging with customers on average costs more than remaining silent for whatever metric they've applied to the fix. If it takes longer than they thought, they might feel compelled to speak out, or they could just depend on the issue to fade into the 24 hour news cycle. Engaging with a customer runs the risk of them interacting with some threshold of people that will keep the negative story in the headlines for longer than it might otherwise be.