I guess I don't see what Sawgrass would get out of being more involved with their customer base. The questions would invariably be along the lines of "why is your ink so expensive?", "why don't you support more printers?", "why can't I use chinese ink?", "why aren't your printer-support/replacement options more transparent?", and "when does your patent expire?"
None of the questions that we may ask can be answered in a way that would look good on Sawgrass, because the answers would only show how unfair and expensive the current situation is. That is far from being a "great PR opportunity". Exposing themselves to a nest of vipers would be a very bad PR opportunity for them.
We're in a "tail wagging the dog" situation, and the tail isn't going to answer questions of the dog because the tail is already in control.