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The thing is, a balanced game helps keep players, but it doesn't bring that many players back. If someone reads in the patch notes something like "unit X damage decreased from 10 to 9), they don't think "wow, I gotta try that". Players will however come back to try new units or new civs.
So they need to do both (though it doesn't have to be new civs specifically, new units or other big patches will likely bring players in if implemented well). But I'd say for the average player, cool stuff is more important than balance, and annoying stuff is worse for the game than overpowered stuff, so I don't even think balance is that important as long as there's nothing blatantly stupid.
Unless by balance you mean matchmaking balance including things like drop hackers. That type of stuff will get people to leave. But, that's probably hard to solve.
i would also say that i think they are more focussed on COH3 atm too
I think of StarCraft, Red Alert, Tiberium, Generals and CoH 1 & 2.
These games also have limited factions to choose from. I'd argue that long-term gameplay is deeply rooted in gameplay balance.
Recent layoffs at Relic illustrate the scare resources they possess. It's a tough call, but I believe the game is in a great state. Further refinement will polish.
Am I against new civs? Nope. However, I want to voice a differing opinion.
You're welcome to disagree, but consider the legendary titles that had limited factions but overall great balance (relatively speaking; you can certainly point out specific exploits/bugs/abuses)
Everyday on every topics people are asking for new civs, so maybe we should consider that its the main concern of the community.
Almost 2 years and only 2 new civs, its a bit ridiculous and even if they have "limited" ressources, we're still talking about a AAA product.
I won't rest until they add the Byzantines.
You made fair points. New content can help ex-players return back.
However, I think it's not an easy task for Relic to do "both". It's even harder given the recent layoffs, which makes development a scarce resource.
I'm looking to share an empathetic view from Relic. Running a business with competing priorities in these economic conditions will result in somewhat divisive decisions made for the company, its products, and player base.