I just want to say this is also a double edged sword, what he says is true to a point, but its lack of communication that also kills the games over night. Honestly if they came down from their high horses occasionally and talked to the unwashed masses they might actually learn something..

I could tell he was from Arenanet immediately he had that arrogance about him.
Your view is biased as well, I can tell by the bolded text. :P
In all seriousness, I agree with you that the lack of communication can kill a game especially when it is a major issue that prevent players from playing the game. (Servers' problems, Dysfunctional payment system, a patch that broke the OS...etc)