That is literally the Job of every community manager for every game ever made. Your always going to have people you cannot please just like youll always have people who praise you for your hard work. You have to look at those peoples comments objectively because they arent, and find the middle of the ground people.
Community manager for games have to deal with toxic communities all the time… its litterally part of their job discription. Spend some time on Anthems sub reddit… and you also notice how the community manager also makes posts in response to the feedback. On reddit, you have cm for games engaging fans all over the industries on multiple different platforms be it facebook, twitter, reddit.
We just ask for communication on their forums… a developer road map so to speak. Maybe some explanation on why the changes are happening. Stuff like every other company does…
Another game I play had an update last week… multiple skill trees were buffed along with a few small nerfs. In that section of the patch notes they wrote, we know x skill is currently to strong in pvp, we are working on making changes to it but havent gotten it quite right yet.
This to me says this company values my time… wants to make sure people are clear the frustration of the op is going to be ending soon. And letting us also know if we spend time leveling this class to use this skill it will be changing very soon.
I agree with what youve wrote in your op. But, ir gets under my skin when you give the Community Manager a free pass on engaging us in an open discussion because of negativity…thats a large part of what they are paid to do. There support people have to deal with overwhelming negativity and get paid far less.
And to be clear I dont even blame this games CM because it seems to be a company policy of lack of communication.
A perfect example for the clear lack of communication would be the article you guys posted on how flagged cheaters would not be allowed to join alliances… its almost Easter and other then knowing they still are. Now I assume you wrote that article based on the information you had on hand. From my perspective they fed you guys wrong information in order to make it look like they were doing something they have yet to do 5-6 months later.