Again, what you do (or imply you do) is usually quite different from what it is perceived you are doing. That Avyn bases his claims on "years of observation" should be a fair indication what the members of the community have read into what has actually been offered them of information.
Well then it is unfortunate that the perception of what is occurring does not coincide with the actuality of the situation. Allow me to clarify a few points as stated in previous posts as maybe a starting point to give a clear depiction of reality to help change the perception.
1. Aeria is almost constantly looking for new games to license and publish. Some of these games are client games (Shaiya) some are browser (DDTank) others are mobile (Immortalis) and still others are channeled games (Tribes: Ascend). We always try to have a robust pipeline of games coming out at all times to keep company portfolio growing and gain new players while retaining old players that may have grown weary of existing titles. This has always been the case and my team (Release) is always working on new titles, whether they've been announced yet or not
2. Letting go of employees has never been tied to a single game's success or failure. Just because Kitsu Saga performed poorly did not mean the GM/PM staff of that game was fired or let go. I'm not going to touch on actual cases of being let go as it is not my position to discuss those more private situations.
3. Aeria would always like to have more staff. However, staff need to be paid and despite the BILLIONS of dollars players think we make, that money disappears to many different things. Customer Service team (GMs, billing, and Customer Relations), our Human Resources department, marketing pay and actual marketing, localization, production team, release team, accounting, QA testing team, licensing of new titles, voice over work, new computers and hardware and various other expenditures tend to add up.
So it largely becomes a balancing act. If we hire new staff can our financials handle that cost or will they help generate new revenue to help negate their cost?
If we spend time posting on the forums, interacting on the shoutbox and in-game, will we have time to handle tickets and prevent huge backlogs that hurt both revenue and player perspective of us?
If we hire new GMs, which team do they need to go to to help regain their cost? Is it worth giving a GM to a failing game over a successful game that is understaffed? Would it be better to give up on the failing game and move those GMs over to the successful game to completely avoid the cost of a new employee and the waste of resources on a failing game?
These are important questions and not always ones we can really share with our players as they are fairly private internal decisions until they are made and are publicly shown.
Now of course this doesn't mean we can not improve. We are a growing company, we're at the largest we've ever been with employees in three different countries with millions of players and a large portfolio of games. Sometimes the larger a company gets, the more distant they become with their customers. This is not something that we want to happen however and we are taking steps to prevent this, not including my own inroads.
Couple examples: The customer relations team. Has been successful in reaching out to players who have left or haven't been around for sometime and helping solve their issue and back to playing. They have also helped some players with major issues when the GM team could not. They have talked to players both on the phone and in person to help them out. As they have been shown to be successful, they should continue to grow and help out more.
GMLeo: Has been working alongside the launch of DKOnline to help the community and continually gather feedback and offer support. You can view some of his efforts here:
As his efforts are shown to be successful, this will also expand.
Hopefully this helps give a slightly more in-depth look at some of the roads we're trying to pave and smooth out as we go forward. Feel free to spread this around as to help remove some of the more inaccurate perceptions. I do like threads like this because they make me think and consider angles and opinions I myself could not have.