I have to disagree. An acknowledgement of the problem goes a long way. How long does it take to post something to the effect, "We are aware of the problem and are looking into it."?
A minute? If you don't you get exactly what we got, people guessing, complaining, arguing and getting upset and leaving frustrated.
I never would have looked under "Help and Support" to find out if anyone knew there where problems. I never said it needed to be a dedicated thread started by a team member. It would have been nice to see a GM post someplace in this thread though acknowledging they where aware of the problem, that's all I'm saying.