There are several sides to the topic question.
1). Customer support/communication
I think most has been said:
- Customer is always wrong attitude
Even if the customer is right...we are not going to do anything about it
Critique is seen as something that should be censored
Players are seen as the problem rather than the means to an end
Hiding behind the TOS while not acting themselves to either spirit or the letter of the TOS
Threatening players with bans when they critique of question GM decisions
Never giving feedback...never promptly replying in forum
Above points are splendidly displayed in this topic: http://www.aeriagames.com/forums/en/viewtopic.php?t=2015503
Which was a result of an ingame GM huddle and this forum thread:
(note that the original post was editted)
On customer services...the company and its employees...in various degrees of responsibility rate extremely poor. And that is a huge understatement.
There are a lot of glitches. Which I suppose could be avoided....but I don't mind that myself as long as they are fixed.
What bugs me more are the things that hamper game play and enjoyment that never get fixed.
There are also things that have been promoted...or are "comming soon" that never seem to get implemented and have been "comming soon" for ages.
We have regular maintenance...but they never tell what will be fixed.
There is very little communication on these topics.
So technically the score is at the very best...below average
At the same time....the people who are also responsible for the above...do a far better job at creating events.
I do enjoy them and I do see that they seem to do their best to create enjoyable events that hand out free goodies.
For that I think the team deserves some credit.