Fully get why you are doing this thread.
I do think there is still room for an approach is not totally Orwellian though. Not saying you are suggesting that in the end, and directly recommending a competitor in another businesses shop window is not correct either. I realise it's a sensitive time for this company too though, and no way should you be the place for free advertising of other another place.
Off topic directly but enough part of it, and finding out if we see eye to eye on the above too - Guess I will soon find out, LOL.
What this place has is a fundamentally fantastic base product, and thinking about it more class leading graphics. It's game play I have always found to be extremely good surpassing any expectations I had generally speaking.
Where you guys are falling down though is not delivering some still core services that many would perceive you could and should have addressed:
CC upgrades - incredibly slow;
Communication - 3rd rate;
CC Clash so far - low class money grabbing nonsense when it is the flag ship offering;
Buying a pass at the game start with no confirm button - not classy;
Gifting at end of the game with no confirm button- low class bucket shop tricks;
L100 irons - Under the current levels only system this is not a carrot to genuine people it's a get stuffed go look elsewhere we don't want you statement.
That's at best (those L100 irons) and at worst it also it puts pressure on multi accounting the wrong way too. IMO a stunningly dreadful way to run a business. More imagination and effort needed to get people burning balls, and as you know I think other ways exist as I have said several times.
My perception is that the business as a whole has become arrogant, and fearful of change. Get too fearful of change and that's not good reading history.
All that said the fundamental product remains amazing and graphics wise probably still class leading. This is the only electronic game of any kind I play - I am no gamer at all. The extent to which I have played it shows how good I think it is.
It also has a community second to none even if it insists on not exploiting that potential (CC upgrades). I don't bother with FB as I think people I care about I contact anyway, and people I don't see too often I ain't sharing my life with and don't care where they are sitting eating breakfast or if their bus is late.
Your direct CS is also fantastic if their is a problem I would say that - they do a great job.
Pretty sure I missed stuff both ways round, but get the drift and done with positive intent.
EDIT subsequent to DrSlicks post below: Yes those rolling stats in a new tier as well. Could make the pro shop open as part of that too as you know is a suggestion from me feeling it's pragmatic all the way round.