I would agree and disagree.
Agree with you about the customer service part, I heard that their customer service sucks, which would probably be quite true.
But on a side note, I think that GREE has been trying quite hard to improve the game and change the game, although most players will complain that they have not been as quick as you would like. You have to understand that from a developers point of view. It's not easy to go from the drawing block to full production material content overnight. Codes might be difficult to program, there could be alot of bugs etc. Beta testing before the live production material actually goes out. If they were quick to release stuff there could be alot of bugs which leads to alot more player dissatisfaction.
I think GREE has been trying quite hard for KnD. They made alot more money than they imagined and I think they have reinvested a fair bit back to the game. However, it might take awhile before major changes are made. I think the first change that came about is the new arena content which is yet to be released.
The new armors released recently also I felt have a been a step up from the old armors in terms of looks i.e (Blazestone, Armor of devoted and Northerners) the attack animation for some epics have also been quite
Yes, as a player I would like changes to be implemented faster but I think that GREE has done a pretty decent job.
Complaining is good too, cause it keeps GREE on its toes