For the love of God, this! The sense of entitlement people base on the meager $15 subscription fee they pay is ridiculous. That's, what, the price of a decent lunch out?
There is another aspect to this: Legal Stuff. A reason why you are unlikely to see impromptu official responses (beyond noncomittal form letters) to gameplay complaints is the fear of having statements construed as binding promises. People have based lawsuits on such nonsense before.
Finally, if this mmo is the worst one you've encountered in terms of dev communication, you simply haven't played many. WoW was the same way for years. As was EQ, Shadowbane, Rift, AION, AoC, Darkfall, SWG and so forth... little dev involvement in the community is the norm, not the exception.