I often find, the larger the company becomes, the more useless they become.
I guess, they're so prone on helping everyone when they're tiny to bring in users for their great support, that they lose their vision down the road and decide to throw money stacks at each other in the conference room of 'What will our next update be?'
You should see maplestory. Whenever you have a problem with your account, billing, bugs resulting in item loss, you are told by the mods to submit a ticket. Lets just say I am still waiting for mine to be read.