Several comments:
First, this is not in what you said, but what seems to be apparent - Evony wants nice, neat, concise reports that can easily be categorized / dumped into a spreadsheet. If this is indeed true, then they should give up on the bug reporting in a forum format and go to a web form that is preloaded with exactly what they want in the way they want it, leaving only a small area for players to freetext.
I've worked as a developer in a Fortune 500 company with people reporting issues that had no experience in formulating concise "Test Case-worthy" records of issues. I also was separated from the person reporting the issue, at least at first, by a help desk staff who also had creative ways of phrasing issues and would not ask for additional details while on the call. Some knew enough to do that, but most did not.
I understand, perhaps more than most, that figuring out the problem based on the problem reporting coming in can be a guessing game. However, there are more professional ways of handling things rather than giving the appearance of bit-bucketing reports. No, reports might not be just tossed out, but without any kind of feedback to the person, it can certainly come across that way.
Moving to a tracking system, like what helpspot supposedly is (I've never tried it, so I don't know how it looks in relation to what I'm used to, BMC Remedy / Action Request System), would give customers more "warm fuzzies". Not posting a report, even if it was a duplicate, without any response back to the customer that their issue had already been reported, leaves a "cold shoulder" feeling...even if it is not intended (employees are really busy).
...and yes, the customers (internal...fellow employees) where I worked DID start asking for updates on issues, and at the time that I left, we were working on getting a status update area on what we were working on that was visible to the entire company. No, you don't have to go into highly technical details, and no, you don't have to list EVERY issue that's out there, especially if it is highly technical and was not reported via a customer but was discovered by the development team. All you need to do is provide a small level of a progress indicator, with terms such as "Open - Unassigned" for new reports...that would move to "Open - Assigned", then "Open - Researching", then would branch to something like "Closed - No Issue / Working as intended" or "Closed - Duplicate Report"...or "Open - In Progress" (meaning coding was being done)... etc...
Second, as to major bugs that require the server going down, etc... :
Those issues should have been sorted in Beta. That is what a Beta is for. This product was released to the public as "Final" when it was really barely a true Beta in terms of quality.
I'm sure I'll "win friends and influence people" this way...but these are all valid critiques that do not use foul language and have basis in real-world business environments. If it is "rude" or "arrogant" to state how things would work much better if it was better organized and if the company provided feedback to customers...then I don't know what to say really...



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