Bryan and AW are aware of these issues, very aware - they just don't have the resources to do anything with it. It looks no different from a Playtester perspective I assure you.
One thing that I think is an issue (this is my opinion, not inside knowledge) is that when launched AW had one product - MW Arena. They now have 10 different products, on the same or lower staff - that's not 10 expansions - that doesn't include MW expansions, they have 10 different products, of which Arena and Academy are just two (and Battlegrounds/Domination isn't one, because it's not counted as a separate product). 80% of their portfolio is utterly unrelated to MW, whilst we of course are just MW fans and looking at this little slice of a bigger pie from their perspective - but of course, that slice used to be the whole pie.
Another issue from my perspective is the focus is very much on Academy, not Area, and Academy is of only very limited help to Arena. It does something, but not enough. AW believes Academy is the right focus from a marketing perspective right now, and from a business perspective (smaller sets, higher profit, more casual and thus wider audience) I think they are probably right. Sadly. It's very galling, that given the resources AW has to work with, they probably are making the right commercial decisions for the company. Which is to let Arena languish with occasional love. It missed the boat (not sure it was ever possible in truth) on a big ticket partnership 5-6 years back, and it is where it is.
I don't believe there is any harm in calling a spade a spade however, and talking about things - that's what forums are for. As long as everyone is respectful to each other and AW, and they are being.
Online play via OCTGN may be increasingly the way forward - it certainly seems to be a healthy playing community there than in person. Personally though I don't play online, and I don't test online, I don't play Battlegrounds, and I don't play Academy - I play Arena, face to face and with real cards, which is what I'll continue to do as long as I have opponents. They are still there, but we are more niche playgroups now in the UK. The US seems to be doing better than before I think, but Europe has fallen hard.