I dont think we deserve much of any explanations...its a free game.
Free or not (btw, they do sell this thing called "supporter" fyi) if you provide a service, you should at least have communication channels in place to let people know you're working on the problems, as they arise. It's just common business practice.
I've been clamoring for better communication practically since I first started playing BB in season 12. I've seen some improvements, but the delays in game 1 processing followed by crickets chirping was a major set back.