I think they've changed; if only because data isn't stored client side now. Apparently, they hired a twelve year old amateur programmer at some point to tell them that storing data client side is a VERY BAD IDEA.
Patching is meaningless with character data stored client side - there was nothing they could do since it was too late for them to reverse that bad decision. I remember a running battle between ST and what's-his-face - they implemented something, within a week, their fix had been bypassed.
Okay, that's not a huge change, but it's the most important change I could imagine ST going through.
Nobody likes corrupted character data, especially after wasting a few thousand hours hunting teh rarz.
As for support, well, they're not good. Far from the worst I've seen, however. Even with regard to updates, amazingly enough. (I'm looking at you CCP and EVE Online. Soon(tm).) They could be far better, as I noted earlier; and with little effort. Like, stop spewing information that isn't confirmed by HQ or whatever. Nobody's going to pull out pitchforkacs and torchics, maybe, and mob the GMs, for all love. There's no need to be going on about what *might* happen to compensate for problems. False information is far more damaging than 'We're working on ideas for compensation. Unfortunately, we don't know yet. We'll let the players know as soon as we're sure what will happen.'
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