As someone with a business degree, and a history in customer service I can honestly say that Relics communication with their consumers is not acceptable. Yes, they have improved but that only goes to show how unacceptable their communication channels were before. And further more what has been labelled as "improvement" shows how little they really understand about the changes that need to be made.
The worst part about this is it's not some giant business secret, most people will actively tell you what they want. Hell, with the internet these days you can find all sorts of solution with a quick Google search. And on a very serious, probably demeaning note, a college level business communication course will cost maybe 500$ and tell them exactly how to rectify all their problems. Yet still, these problems exist within relic? At what point do you just call it ignorance?
I really do enjoy playing Company of Heros, I've played it since the first instalment and would like to continue playing. but the reality is at their current rate I don't know how much longer it is till people give up on the game and move elsewhere.
Since you got Business degree you will know 2 cardinal mistakes:
-Don't be in love with your product
-Make product to suit customer's wants, not what you think it should be.
Both abc's of product development, both not familiar to Relic it seems.
Add communication and few other issues and you start wondering: 'how is this possible'
Like you said, kid can google these things in 5 minutes.