How much do guys like Shahid and Gio really do? I mean, we've had small controversies where Shahid really believed that people want Hearts R over Type-0 on Vita (you don't need a poll for this), and he even fell bait to SE's blunder with the Type-0 Vita announcement.
It just seems like developers will do what's in their best interests, and it's Sony's job to create the best platform. I don't see how those two really contribute to creating the best platform when all you need are the numbers to speak for themselves.
I think the problem is people tend to simplify this a lot.
Bear in mind, Shahid and Gio are going to be involved in many different things. They're also not going to get an overview of lots of things, and they're also not high level executives who may have an overview of things, but don't always have the detail due to the day to day aspect of things. This is why different roles exist, why you delegate, and there are people reporting to you about various things, that could change many times. Also bear in mind that you have SCEE, SCEA, and SCEJ/A, and there are going to be discrepancies here and there. These are pretty big divisions, and they operate on their own hierarchy. Their job is to be dedicated to a certain aspect. Everyone has their roles after all. However, they're also going to be juggling a fair few prospects and propositions, which also means they can't always have the nitty and gritty details. They're also not always the only people necessarily involved. In the case of Shahid, his role is as a BDM. This effectively means he's a point of contact for a lot of developers, and his job is to help negotiate and assist in bringing projects to Playstation. This could mean making life easier for developers when they need it, and it could mean making projects happen that otherwise may not happen. Now, that's not necessarily the full extent of it, since I can't really speak on his behalf, but that's a general overview. And yes, their contributions are very valuable.
The Hearts R thing, I don't know about. I don't want to comment on stuff they're saying to fans, because that's them. I don't even know what that is for example.
Fans come in at the tail end of these things though. Remember that. If we use the Type-0 issue as an example, SE's decision to exclude Vita from the equation is something that happened in an awkward manner (although I do find it strange if they announced it as a Vita title because that's a bit ridiculous and something I wasn't aware of). Getting Type-0 on Playstation/Xbox was also mostly because of the FFXV demo and making that a worldwide proposition rather than Japan centric, something Shahid wasn't involved in (here we go to a higher level where we pull the strings). And it's also something that could be stemming from a simple misunderstanding on his part due to not being involved in the affair, which is what it sounds like.
On the last paragraph in particular, you would be surprised. Developer relations are very important. It's not always as simple as crunching numbers and making things happen. With smaller studios, it can be a matter of support and being there when you need them, and with larger companies, it can mean getting them to do something which you may feel is obvious but they're not doing until someone comes along and wrings it a little bit, and helps make it happen. SE is a good example of this. They're quite stubborn, and it's not always easy getting them to do stuff you may feel is so obvious.