I've not really followed AA closely, so couldn't say that Trion really have fallen flat on their face in delivering. What drives the crowds in Korea and Japan doesn't always drive the crowds in the US/NA and EU, so I think it's as much Trion trying to balance what XLGames is wanting with what Trion thinks will sell. As far as the customer service, I've heard complaints about everyone, and no more about Trion than anyone else. What's irked me about AA is the housing/farms being "patron only" at this point. I realize that's a huge balance when one only needs to make a new account to get more space, and if space is very limited, it could mean people using dirty tactics to keep others from having a house or farm. Do I really want/need to play in a beta that isn't really testing anything other than their server stability when all my progress is going to be wiped and everything else is pretty much like every other MMO I've played in the last 15 years?
To note: several companies have gotten F2P right. One of things is you have to make a game that a mass audience will invest time in so they will then invest money. Example of doing that wrong: MWO--great graphics, but I've got a cheap system (about middle to just better for average PC, lower end for a "gaming/media" system), and it barely runs 15 fps in a fight, sometimes dropping down and stalling on my system long enough I go pop at minimal settings a lower than 1080 resolution. Ain't gonna get money from me if I can't play, and I own every other MechWarrior game made and have played BattleTech since the early 90s. I'm probably one of those customers that would spend money on the game that they'll never get.
Flip side: SOE and Free Realms... these realms were so "free," they had to be shut down from lack of income. They had a couple million active players, but nobody was spending money. (probably due to target audience being under 15, ya think?) I never played it live, but all the beta testers were (supposed to be) 18+. Everyone one of the kids in my family, including nieces and nephews, loved it (except my daughter... if it ain't Pokemon, she just won't play it).
Blizzard (and I know we're all WoW haters here

): while WoW hasn't dropped out of #1 yet (at least from what numbers people can dig up off public records), they had a serious drop in subscribers after the Cataclysm launch because of massive changes to game mechanics. In reality, it wasn't such a huge change (such as the NGE), but was enough many players didn't want to put in the few hours to relearn specs and stats.
Speaking of Blizzard--they seem to have the timing on expansions and amount of content right, because, according to those fudgy numbers that nobody can get directly, every time an expansion comes out, subs seem to swell back up after subsiding for the last six to twelve months.
Opinions expressed in this statement are the authors alone and in no way reflect on the game development values of the actual developers.