I have to admit that after Mass Effect 3, I tried games like Dragon Age, but it just didn't keep my interest. and SW Battlefront turned out to be a game i ended up loathing due to the fact that just about everyone except me had supercharged weapons and i felt a bit like cannon fodder. However, during those games and certainly before Mass Effect: Andromeda, i hadn't really checked out the forums, and it wasn't until i played THIS game that i really started to post. I quickly discovered that this forum is by and large answered by gamers only and at times by ea reps. although I did see someone say they don't visit here... ok thats fine too... but it all feels so buffered.. firewalled.. and completely closed off as communities go.. and while there a lot of really nice people visit this forum and trolling is the most minimum i've seen for a forum in a very long time.. i do feel that there is a heart missing from it all.. in that you feel like anything you write.. likely will never see the light of day in a game because at no point does EA/Bioware actually confirm with anything like "hey, we are watching.. and we are on it!".
I know ME:A did not quite hit the mark they were expecting upon release, but there is a huge loyal fanfase out there that is feeling that things have got a bit disjointed in that we keep getting things we didn't want nor ask for, and the things we need fixing.. being ignored altogether. Add onto the pain of it all, that we have seen all the signs of the shift to Anthem and we can't help but wonder if Anthems lure for the devs will have also taken away the very people from ME:A that could have given the loyal fans what they wanted to make this title more solid and complete.
I've mentioned in other posts about the 1.09 loot, as have many and won't just keep repeating in, but that is a perfect example of how to completely misread the gamers, and give them 7 levels of pure HELL to contend with as they watch their dream of getting certain upgrades destroyed by the utter dilution of the loot cards with simply far far too many cards to need to get again. They could have done this gradually, but as it was done all in one fell/foul swoop it completely inundated the really loyal gamers who play a lot, and made them feel that it had all become.. rather tiresome.. and pointless.. and that was on top of the hackers ruining the fun in their wake too.
I really hope EA and Bioware have a long serious think about how to run and nurture a community because as you've quite rightly pointed out, it has become so fragmented that undercurrents have started, and a good community liaison system would help stem that completely i would think.