For those that didn't play EQ1 -
SoE held a summit a while back, I think it was over the summer. They basically said "You guys were right, we haven't been listening to you and providing very good customer service, we are going to change that". They invited a lot of prominent players from the game and also the webmasters from some of the better known sites. (And no, Allakhazam didn't get an invite, he doesn't know why, and I think that's crappy, but anyway...)
SoE pretty much held to their word. They listened to what the player base wanted, and started rolling out patches after that. All changes made to the game had an asterisk by it, indicating a player requested change. CS improved quite a bit, also.
SoE is still not perfect (and no, I'm not a fanboi). But they know they're not the only game on the block anymore, and they have a lot of serious competition. I think that's one of the reasons that they fixed this issue so quickly after everyone got so upset.
Will they continue to listen? Who knows. I sure hope so. But I honestly think that the old SoE is gone, or at least they aren't as bad as they once were.
Cross your fingers, folks.