imo i think SG did fine , keep in mind there are hundred and thousand players which is had their own mindset. do you think you can contain all their need ? SG need to balance all of it by their way , not by their customers , they just take suggestion and of course there wont be 100% statisfied from their customer.
if you think SG should able to do it then i suggest you to try to setup your own business first and experience it by yourself.
to answer question , my experience are good , EP is most fair game i ever played because even F2P got same chance (RNG) , it better than guarantee purchase as other games which make big spender got everything they want , but i realized many people hate SG especial when Zynga took them , what i can say , even God has haters and many blamed him/her/it but still praying , its just natural if many people hates SG too , but still playing too lol.