I think to be fair here, the new launcher is the new portal into the game. The feature most liked about the launcher, which will lead to more people using it, rather than just bypassing it, is the “Continue” button. That makes it quite critical to the success and makes it pretty high profile/priority.
I’m not interested in the other Funcom games and their wall of marketing. That may change when Dune comes out though. But if their marketing wall gets a few clicks here and there, they get more revenue, which helps keep development alive.
Over the years I’ve dealt with Funcom support, I’ve found them to be pretty attentive to all manor of game issues. I don’t always agree with their direction on game development and balance tweaking, but compared to most game companies, they really get an A+ for their efforts to respond to issues reported (accept maybe for server administration on the hundreds of official servers out there, but they are also not the front line for support on them I believe).
Solving issues isn’t always a quick fix. I remember one a couple years ago that took months to track down and they worked extensively with forum members, using monitoring logs, config dumps, etc. They did solve it and the game runs better than ever.
In many cases, just a report of a game bug is al they need to start diagnosing a problem. In this case with me, they needed to hit me up directly, since it looks like the bug may be more specific to my setup and is unreproducable on their end, without my config data.