Superman, it's quite simple.
Everything billdoor said, and now some more.
1. A game may be on the decline but no one else publishes it. We won't leave because we may have items invested in the game that keeps us playing(or used to gain AP), a guild or friends also.
= Service, can be bad or good, eitherway we are trapped with aeria so long as we want to play that game.
2. Bug fixes:
Sometimes bugs have been known to be left in the game for ages or never fixed, for some games like shaiya, it is minimal, but hacks and bugs have never the les caused many to leave, just like in Dynasty warriors Online.
It's key to address these issues with top of the line dedication to having them fixed without fail.
3. Upset community: A lot of the time we get upset with you because you either twist words, Sometimes don't even listen to the people on the forum (most of us who post like we have no life, play a vital role in the games, even the trollers have good toons). You lock topics without clearing up issues or answering the main OP's questions. Etc.
Lack of info and out of touch staff:
I've come across times when after sending tickets, the GM allocated to replying doesn't have a clue WtF i'm talking about. For example, I had to resend a ticket to the GM's before they looked into a scammer issue and they thought I was redeeming a placeholder (facepalm). Even after that I had to send it in a message to a PM to get it sorted.
I'm not gonna moan about ticket and their waiting times since that is not my point here and others can moan about that on the forum.
When there was a poll on shaiya for the combination system.
There was no info on what the PM meant by the term "status quo". The players assumed that meant "no combination or swift lapis as it's not wanted". Instead, you decided to leave out the fact that status quo actually meant "we'll not add the combination system, but sell the items for AP because we feel like it". Had we known that would've been the case, we would have voted differently.
Not gonna go into the long AP and tiers debate. Too late at night/morning for that.
Just gonna add that the items that are exclusive to tiers only, prevent sales. I mean if you had Max OJ, new costumes and Swift lapis on the item mall (for normal, non stupid prices) , people would purchase them.
But, by you making them restricted to tiers, stops many from bothering. I mean I only do AP a little now and sometimes I do an EoM tier, but I'd be more than willing to buy more if the tier exclusive stuff wasn't just on tiers only. Which is why I avoid doing tiers now, because I can't afford to reach that 30k tier just for 1 item.
Too expensive to get the items you need to gear up in PvP. Pretty much thinking of only playing a lower zone or quitting because what is only on the tiers, pretty much forces most others to not be able to keep up.