My concern with these constant "That would be a major change so we don't have plans to do that right now" are less the immediate impacts and more the long-term implications... I don't need more character creation options or a new race right this mcfreakin' instant--I haven't used a fantasia in like two years. But the longer we go without any new options, the more and more obvious it becomes that the game isn't getting the investment and quality of life updates that it needs to remain competitive in the long-term. It's not just character customization options that are suffering. Many requests now are being met with this kind of "We don't have the resources to do that now" response.
The game is okay for the moment. But three years from now, four years from now, will we players really still be expected to be content with four face options, copy-and-paste races, an untenable housing design, subpar glamour and inventory options, recolored gear, below average queuing and cross-server interaction design, bare minimum dungeon content per patch, the same recycled tomestone treadmill? At this point, that's what it feels like. Watching these live letters, reading the community rep responses, I no longer get any sense that the developers intend to sustain this game at any real level above merely operational. There is no sense of "Here is how we are going to continue improving in the future."
The more information I see, the more the words "holding pattern" come to mind...