I've just worked for companies like this before (meaning in the browser gaming world) and they did have issues also. The difference was that they had community managers and a player staff that were well informed and spoke with the players. Its also just more frustrating because it is stuff that happens every day. I actually have a support ticket out from a bug that happened to my account that lost me about 50 gems and 750k coin from earlier in the day.

Cant even make it to the next day without another bug that costs me gems, coins, rep, and credits.