A business at a glance

A friend of mine worked at a Fortune 500 company and described various departments, simplified, as so:

Sales department - they will promise you the world.
Engineering department - develop changes only to turn a profit, no cares for the customer or wants of the other departments.
Tech support - take all the heat from the customer.

So in Clash, Sales dept. told us all about the update, all the cool little things and changes to gameplay.
Engineering made those changes happen. No regard for what others may think, they have 1 goal and they do that 1 goal.
Tech support, maybe consisting of forum mods or in-game support chat takes the heat from the people angry.