Hmmm, let me try to explain my perspective here a little more. I might just be digging the hole deeper (I do that a lot).
I don't see this as customer service and I don't treat it as such. This is where we can have a real dialogue about the issues you have with the game. If you want me to smile and nod every time I disagree with you, then this is not going to be a conversation.
AO has a Game Director. One who is doing a good job and knows the game very well. If you would prefer that she do the monthly updates, I can ask her to. Frankly, I've been doing them to save her time (which is put directly back into AO as development time) but if Genele agrees she can do the updates from now on.
By contrast, AoC and TSW do not have a game director. I am all that they have. Thus I do spend proportionately more of my time on those forums talking with the community. It isn't a "lack of investment" in AO, it is that AO already has people who post regularly and keep you guys up to date. The other games, not so much. It's also worth pointing out that I talk in the same tone to the players on the other forums and I have made an almost identical post about whether my job entails customer service in the past. I am blunt and that is me.
People also seem quite upset if we post about the engine. Considering we spend a lot of resources on this, it is natural for us to talk about it in the updates. Yes, I know FC has been talking about it for 5 years at this point. There are reasons why it needs to get done (DX7 no longer supported etc.) to ensure the long term future of AO.
Finally, communication and respect, is a two-way street. I understand that I haven't earned the respect of this community and until things get done, I don't really expect to.
However, I have been transparent with this community regarding both my experience, my approach to AO and indeed what my job actually entails in regards to AO. It might not be what people want to hear, but it is what the work entails. I don't really appreciate being called lazy or ignoring the community because I had to take a few days off to take care of my wife and new daughter.
And baby update - a daughter named Zoey. Fortunately looks like her mother.On AO:
I listen to the team and make sure they have what they need. I insulate them from the management side of things for the most part - they deal with me (and Scott) and I make sure they get what they need.
For all projects:
I am the internal advocate for all of the games both outwards and upwards. My job is making sure that marketing know what is cool and coming for each game so that they can highlight and target the right press.
I do the same job with upper management, ensuring that they hear about the good work (and the failures) on the projects. I am also responsible for said failures and in that sense I also insulate the teams from having to deal with anybody but me regarding them.
Specifically for AO, you can expect a major marketing push when the engine is done and ready for steam. The marketing department is already super excited about the engine and the game (I showed them it running as a remote desktop slideshow) and they were pumped.