We would be the ones out of touch if we were whinging and complaining and the (multiplayer part of the) game was loved and well played by a reasonable playerbase. It isn't. The same complaints appear over, and over, and over, everywhere this game is discussed, in competitive circles and in casual circles.
The most relevant point made in that video isn't the first point about a vocal minority, but the fourth point about "Create a conversation between Developers and Players". TaleWorlds never bothered to create that dialogue. We were always talked at, not to. They never explained the actual reasons as to why they decided to reinvent the wheel, and when they gave their "reasons", almost nobody took them seriously because they all sounded like half assed excuses rather than reasons, and were promptly analyzed, deconstructed, and in some cases outright debunked. When the community gave very detailed responses on the issue of the class system, and proposed solutions that would resolve the problems TaleWorlds highlighted with the previous system, without taking everything else away, TaleWorlds indirectly admitted they couldn't argue against them, and just straight up stopped posting in the now dozens of threads, with hundreds/thousands of posts, on the issue.
The game that the developers, or at the very least the decision makers, want to make, is largely antithetical to the game that players want to play. The playerbase isn't going to play something it doesn't want to play, making the playerbase an immovable object. TaleWorlds has to bend and give ground on these issues, or the talented modding community built up around these games will give people want they want, and the result will be a stagnant pool of tribalistic parallel playerbases, and a dead base game, which benefits nobody, especially since attracting new players to the mods will be difficult without a reasonable foundation. Unfortunately this seems to be the only outcome, now.