TL;DR of this post: Constructive Criticism helps more than Complaining.
Hmm... Well, I don't pay too much attention outside of where I'm normally at, but I do understand that other people may have had different experiences or interpreted similar experiences in different ways. What one person thinks is a reasonable time for a Ticket to be answered may be far too long for somebody else, for example. I'm trying to keep in mind how perception may play into it.
For these "stupid acts", would you mind giving some specifics? Please avoid simply blaming Aeria, too; I think it's more constructive to state what happened, why you feel it was the wrong thing to do, and how they could have done it differently. Don't forget the cost/profit thing, either. Most companies want to make money, so if you can reasonably demonstrate that they're likely to have more sales or something, I think they'll listen.
I don't know enough about the GM's workload or their feelings on it to have any real opinion, though on general principle I'd agree that if anyone has too much of a workload, it would probably be best to hire more support or find ways to simplify things. A good balance of cost and efficiency is usually best; too far either way makes things worse for everyone.
For the Item Mall... um... I've had no problems with it myself, and it hasn't bothered me much, though I am a bit puzzled as to the fact that EE, at the very least, has two of them. I also disapprove of chance-based Real Money purchases (I prefer to directly buy the items I want), but my simple response there is to not buy what I don't actually want. Vote with my wallet, as it were.
...Though I'm totally one of the people who'd rather the Free Loot Box go back to the Item Mall, and not in Ignite. XD; I just... have no need for that program. I don't even understand why it's there.
As for shutting down a game before it goes into Open Beta... which game are you referring to, exactly? If it's a complete cancellation, then they may have decided that the game simply wasn't going to be profitable for them, in which case I can understand cutting it. If it's simply "Down For Now" until the Open Beta while they work to fix things, well... see my above commentary about talking to players more and telling them what's being done.
Don't forget, it may also have been out of Aeria's hands. The developers may have insisted on a total shutdown, for example, until the Open Beta was up (or decided they couldn't spare the resources to support Aeria's version, or any of a number of other reasons). I'm not saying that nobody made a bad choice here, I'm... saying that I don't personally know enough about what they did, and why, to make a fair judgement.
To be sure, persistent complaints mean that Aeria's probably doing something wrong, and I won't deny that. My goal, as a player, is to suggest things that would be cost-effective fixes, since I'd much rather see needed changes made instead of being endlessly frustrated that things aren't how I'd like them to be. My end goal, after all, is to have fun playing the games they run. That's why I'm here. If I'm not having fun, I'll leave.