I think what Firaxis need to do is create a sense of confidence in their vision, and I don't think they are doing that. What I want as a customer is the reassurance that this game that I paid a lot of money for, is going to be a game I will be playing in 2-5 years time.
I want to know that the developers and designers of the game have this vision, this dream for how the game will be played, what it will look like when it is at it's most complete point. I want to be brought along on that dream.
I don't really need an apology, but I would like to be given a sense of how they view this period on the development of the game. Is this essentially early access for them? Are they where they expected the game to be, or is it a catastrophic mess and they are just constantly fighting fires.
I just need to know how confident I can be that the game will reach a point where it is considered good. I don't mind too much that it is kind of lacklustre now, with many glaring issues, if this is all part of the process of creating a truly great game. I am a little angry it was released in such a poor state, but we have to move on.
So it's all about that future vision for me, and I'll also note that the more they fiddle around giving people 'options', the less confidence I have in that future vision, because the more it feels like they don't have one.