Being a Complaint Officer of a company (which also means "being communicative, clear about subjects and generally nice and e-mail with proper sentences... ") I know a little about communication.
My experience with customer service from AoC is that they are really quick. Atleast my questions or problems are being responsed to within a few hours to a day at maximum. Which is pretty awesome I might add. What I do not like is the way they do respond.
1. they ask questions which are already explained in my attempt at relaying the problem or story
2. they respond with the same 3 mantras when a "commander" has a suggestion to improve their game
3. their english is sub-par (I am not an natived speaker, I learned to speak and read/write via tv/comics/dungeons and dragons rule books)
It is in no way a personal experience. If I submit or anyone else submits a suggestion, how ludicrous the idea might be.... Please try to include some of their input in the response. If someone complains about Jacques being Over Powered, please do not use the same standard response with "Hi Commander, we are aware of the situation and are planning to buff other heroes." Or the overabundance of another countries dominance on a server: Hi Commander, we want to provide a platform for all blablablabla. Or when you have an issue ingame that is not being adress, they say: "Hi Commander, please contact us via the ingame blablabla.
It is the same standard stuff.
Now I know full well that there is perhaps no time to respond to everyone personally. But not every question/complaint on the facebookpage should be addressed. Honestly I would rather be forwarded to THIS forum where the most common complaints and questions would be kept and updated.
Jacques is a huge problem. Buffing other heroes is NOT the answer. Units need to make or break the game. Not heroes. Why is this you ask? Creating new units takes a shitload of time and work. So if my units seem to be only acting as cannon fodder and setting them up "tactically" has no reward, why bother with this game? It should be about strategy of the units, not about whose has the most heroes or what kind of heroes.