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