I'd say it's less about lack of communication and more about lack of action. I mean, Valve doesn't say shit about anything they do, yet Dota 2 is the most popular game on Steam because it's constantly being updated with new and cool shit that the community wants. They patch ridiculously frequently, and pretty much every single patch has one or two changes that originated in community forums.
The truth is, 99% of people don't give a fuck about balance. A new player isn't going to put down the game because it isn't balanced, they're going to put down the game because it's not fun or it's not worth their time relative to other games out there.
I personally think it makes sense from a developer perspective to limit communication with the community, since it rarely helps matters and history has shown that actions speak far louder than words. But when you're both saying nothing and doing nothing, then there's a major problem.
A few interesting reads, a post by a prominent SC2 personality about that game's decline and a very well-written comment relating that post to Dota 2's success:
http://www.reddit.com/r/starcraft/comments/11m21k/starcraft_2_will_be_dead_before_legacy_of_the/
http://www.reddit.com/r/DotA2/comments/2wh97q/valves_statement_on_ti4_booth_audio/corb5h8
eh, that's true. not really how i was thinking about it but it's true. i do have one point of contention though, and that's that valve (and blizzard) DO communicate. you know when dota 2 is having an event because you get pops in steam about it, it's on the main page, and the first thing you see when you get into the game is a giant ass banner. they don't have gabe go out and talk to people on the forums, no, but they do have tech support people providing what help they can and moderators in the forums.
the thing about relic is that A, they have a history of communication, so there is an expectation there, and B, they're not making the right decisions regardless of their communication level. you can offset poor decisions in the short term by coming out and talking about it but you have to produce results later (and results that don't include breaking something else...). and it's not like relic doesn't have the tools to make the changes... the trello has been up for 2 or 3 months and this forum and the community cesspool, as well as GR at CoH2's release, provide a shit ton of feed back and some of the feedback has been given for months (OKW, pathing, i could name others...) and nothing has been done about it and we haven't gotten any explanations of why things haven't been done. and many of the things relic has tried to fix have either been incomplete, had knock on effects, or were paired with them breaking something completely unrelated...
i really wanna write "this game fucking sucks" but on reflection i don't really believe that, i'm just pissed at relic.