They have their community managers tweet about every crap they take, but "we're aware of the problems" or "servers will be down for unscheduled maintenance" is about the most productive statements the players get.

What do you expect from a game studio that boldly stated "we're prepared for the demands of the western audience" but didn't deliver any of it upon launch? Also, Aion's "to level 20/30 only" betas taught most players a lesson: never play a full price title that restricts your open beta experience. There was a reason they didn't allow players past level 30 in open beta: the game just wasn't ready. And it still is far from acceptable.