You hit the nail on the head @jthock . They are becoming way to spread out, which results in less focus on one game and this applies to customer service as well. WoW was always their bread and butter, but when Activision bought them, they brought their catalog of games over as well, and less focus is starting to go into the game, and the customers notice it.I think they are divesting too much energy into updating so many multiple games. It's a large company now, but they are over-estimating the playerbase's ability to want to stick with one thing, even if it is updated a lot.