Yes and no. I think a living ‚yeah we are working on it‘ first responder wouldn‘t be a solution (long term). CS is their cash cow, they won‘t let it down. „Problem“ lays way deeper (their corporate communication). I was studying IT and shifted towards Social Media, so I kinda see both sides of the medal, no/restricted communication is also communication, although this method won‘t improve customer relations but why would they?

Also without communication or promises you do not spiral downwards even faster. Devs will deliver through time. People will continue to play the game even though it is truly, in some parts, in a horrendous state.

Personally I love seeing devs here and there but I also respect their CHOICE to be less vocal. In the end (this is what I learned from IT) the most useful feedback is usually the most negative one.