Developing software is not exactly a cakewalk. The process can be very complicated, and you can never account for every single thing your end user is going to do.
ANet lists 9 QA engineers. 9 QA engineers will *never* find all the bugs that 1 million+ users will. It's just the way of it, and I speak *as* a QA engineer on a product that is very widely distributed myself. We do our best here where I am, but we will never catch all the issues that a user out in the "wild" might come across. Users are part of the process - users do all kinds of things, users find good issues, and users also need to be patient with the process. For 9 QA engineers? They've rocked the freaking house!
Software development can be a rough road, and something like GW has it's own particulars. On one hand, because of it's online nature, bugs can be addressed quickly. On the downside, you can have thousands of people freaking out about it in the meantime because they expect the solution now. It's not that easy, folks. Just because there's a "bug" does not mean that the dev team looks at it and goes, "Oh yeah that's right here in the code." Often times, an in house repro is needed to debug. Other times, it's not a matter of being something that can even be debugged. Then you need to create the fix, then test the fix to make sure it break anything ELSE. This can take days or longer - it isn't always a 24 hour turnaround.
There's non-disclosure agreements where, as much as the staff would like to tell you something, they simply can't until they're released to do so. Deadlines, schedules, the list goes on and on. This is hard work, there's a lot of pressure to deliver.
I've also been in Gaile's shoes, where I've had to deliver bad news about an issue to the customer. I've also had the pleasure of telling a customer that the issue that's been bugging them for years is now finally fixed, and get the according "You rule!" and get to do a dance down the hallway. I doubt there's one person in my division that could say they've never seen a bit of bad communication cause issues. These things happen; software is a very fluid beast, it's always changing. And one of the first things you learn in software: you can never, ever make everyone happy. ANet listens better than most companies out there.
The bottom line for me is that I appreciate GW a lot more for knowing how the process can go. It's not easy, and I personally appreciate the ANet staff *a lot* for doing a great job delivering us a beautiful and fun game. The work put into it is stunning, the artistic quality is top notch, I love the character options, all the new and interesting aspects and goodies, and the fact is, the game shows that everyone that was involved loves it, too, that they wanted to make something that we'd go "oohhh" over. Trust me, they go oohhh right along with us, and there's nothing better than knowing at the end of the day that people appreciate the work you do.
THANK YOU ANET for a fabulously beautiful game that I don't want to put down.
Heck if I was motavated enough I'd go bake the biggest batch of brownies ever and take it down to their office. But then they'd probably think I was stalking them.

-Eli/Kel