The flaw is just like in the movie "live free or die hard" when referring to the implementation of the "fire sale".

They hire many to get the project started.. but seem to only keep 1-2 people around to look after support.
sad really it's at the beginning stages of sale time as you start to receieve your millions of dollars that you should have people answering the questions and solving the issues and keeping the paid customers up to date every day with your progress, just so we know your alive.

Remember the longer issues loom the faster negative feedback spreads and sales decline...

Working game + support + Answers = $$$$

Multiple issues + lack of support + silence = Negative brand recognition and pulled funding and 0 future customers.

Get back to buisness basics 101..... The customer comes first!!