Customer service is a thing that really sticks with players. If the service is good and polite, it strikes a cord with players and they are more likely to remain loyal paying costumers as a result of it. As for what's going on right now, I can only say, its the first week, and with all MMO's the first week is utter chaos for everyone, player and dev. However, if it remains bad after a month or two, then its just bad service.