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I hope I'm not understanding what you're saying about the Wow post. Are you suggesting that developers should spend more time on the forums (We all know that game forums contain only kernals of value mixed in with all of the garbage), "communicating" with the players (Only a small portion of the players actually participate in the forums...you know this), and less time acually developing? When was the last time you needed customer support for any product and spoke directly with the person on the assembly line, or even in the engineering department?

Now, MMORPG companies tend to be liars or idiots (usually the management), so it needs to be taken with a grain of salt when a company claims they are facilitating player to dev communication through a community manager. What isn't taken into consideration by players (customers), is that those participating in forums are a vocal minority.

I don't mean to antagonize, but expecting direct dev to player communication may not be such a good idea.