Perhaps they're overloaded with work. They run a business here, so naturally their paying customers take highest priority. Realize that it can take a little while for them to get to everything, because they typically deal with each customer issue on its own, and the customer support and devs can only work so fast to make sure that every single person who sends in a ticket is taken care of.

As for bug patches, there could be some that go unannounced. You could always report bugs from within the game, as there are fewer actual bug reports instead of customer tickets to take care of. The devs will be able to work out a solution faster if they know exactly what's going on.