I didn't participate to earlier beta testing runs, but this seems very strange. Beeing accustumated to the linux world, I spend much time writing all sort of feedback about various applications, and let's say it face it: public beta testing is not an extra; it's a must !
Though it has to be very well organized to be succesfull, ie split the whole soft into vsmall different parts that should be extensively tested. For an example, one could focus on features A, while another could test features B of the game. This makes it possible even for non-programmers to help debugging softwares, since they get a nice 'howto', on top of simplifying feedback reception.
Nevertheless, I can only salute the effort to finally hire professionnal testers; while the public is probably the only way to correct a soft's 'taste', pros will greatly help packaging the thing correctly - ie find engine bugs. Basically, pros testing is an expensive short-term way to expand a small companies' manpower, before a major release.
On a final note, it should be up to the testing company to set up the whole debugging operation, including public testing. You know: setting up a special bugtracking homepage, breaking the soft into test-piece, hiring public testers, collecting feedback and whatsoever.
After all, that's what they are paid for...