Unfortunately, this is a fact. The majority of your issues with the community stem from lack of detailed and problem-oriented responses and reports.
You also fail to consider the socio-psychological consequences - the resulting customer behavior - of your actions. Meaning, firstly, for example, if you do not much more explicitly state that market and shout restrictions
a) are meant to force gold-sellers to pay real money if they wish to deliver and advertise their services,
b) are supposed to attract players to either purchase token or make them play constantly to remain able to pay for those with silvers - thus also increasing the chance of turning them into paying customers -, and
c) are part of the mechanics of the game economy with the intention to prompt players to acquire resources through gameplay rather than mass trading,
then people will come up with their own cynical guesses and rumors.
Secondly, you cannot employ restriction without consideration of the affected incentives to enjoy the game. For instance, megaphones are a good idea, but asking for valuable TP points reduces the use of the shout channel to a zone for traders, party seekers and botting accounts slowly accumulating megaphones.
That, with the addition of a broken party finder, creation mechanics and similarly horrible chat UI, and a lagging client is turning a lot of people into solo players who only pair up during the occasional dungeon runs.
There are many more examples, like the misunderstanding of the beginner and veteran packs you just addressed, the unexplained differences and the unknown synchronization cycles between the Korean and international edition, the lack of pure TP DLCs considering so many have been asking for them and you could push everything else into the in-game store, and so on.
If your approach is to create new characters instead of resetting stats, classes or skills - as in Path of Exile or EVE Online - you need to properly emphasize, explain and eventually discuss such a major decision. Otherwise players will keep getting frustrated about the lack of in-game information and tools to plan out one’s path beforehand.
Make no mistake, others business, small and big, also often fail at customer communication. However, they instead can deliver a working product or otherwise cut off the momentum of rising negative feedback. Following that, they are able to sweep such sometimes costly troubles under the table.
IMC doesn’t have that luxury anymore. Not to mention you don’t need to hire more, just be more transparent and honest about the state of development and timely explain the situation to the community.
For instance, the forum has been filling up with redundant, ill-conceived and erroneous feedback in particular because many people have already submitted most of the bugs, missing features and functions that have to be dealt with first many month ago, especially during the surveys.
Yet, either there has been no reply from IMC what reports or suggestions - even if just partially - have been noted and accepted onto the short-term, mid-term, long-term to-do lists, or you have simply released some non-committal replies and overlooked a lot of the vital feedback.
So people don’t know whether they’re heard, and if, what exactly is being perceived.
To do this you don’t even need to answer every forum topic but regularly post a summary of your conclusions and reasonings everyone could refer to in the future.
Deploying changes without announcements in due time has similarly added onto the train wreck, and finally, you simply have to start to deliver.
For example, you and your colleagues have promised to improve the graphic optimization of the client starting with 1. kCBT for about a year already. Yet, the only solution that in the near term is going to be implemented is extended options to disable various components. In other words, the game still can’t be handled even by high-end machines.
If you aren’t able to deliver but you wish to reduce the increasingly negative community rating both of the game and the staff you will need to come up with alternatives which you also will have to reveal.
Ah, yes, I haven’t even covered the lack of foresight and prepared schedule regarding security, bots, manipulation, client performance, server traffic, etc.
