Soundoff,
I understand what you mean.
We have already talked together about the tutorials and the manual. So I will answer you about complexity and give you my personnal opinion:
Firstly,
Concerning the complexity, I personnaly consider the User interface (Drag and drop, tool tips, etc.) as very friendly. The ledger needs few refinements and I'm advocating a large map to have the big view on the strategic situation without trying to distinguish something on the mini-map or scrolling around America... But on the whole, IMHO, the UI is OK (and beautifull).
Secondly, the game mecanisms. A lot of things are going under the hood. I suspect this is one of the main concern for some people. They simply don't want to have things under the hood. They want to understand, they want to predict. So they don't understand why everything in battle mechanisms is not explained for example. No matter how effective the mechanisms are, they would prefer to have simpler and less effective mechanisms that they actually entirely (and non historically) master.
Thirdly, AACW do it all. If you begin by the 1861 campaign, you will be at lost. There are several distinct mechanisms (battle, supply, leadership, army building, economy, etc.) and you'll need to understand each of them before to be successfull with the full war campaign. That's where we should have prepared more tutorials scenario to help with the lurning curve.
So yes, AACW is a excellent wargame (wargame of the year 2007 actually) but a complex game. I was myself more than worried when I witness several respected members of the WITP community singing the praise of AACW

.
On the other hand, look at Napoleon's Campaigns. Much simpler, no economy, no army building... we got a lot of mails from members of the AACW community complaining about the lack of complexity of the game. and asking for new campaigns where you could recruit and build yoour corps. Don't be mistaken: there is a public for this kind of games. AACW has had a very nice carreer, better then NCP, and it's still selling very well.
Our next game, "BoA 2, Wars in America" will feature the now classic sheer simplicity of "Birth of America" but will display new features: recruitment, politics, etc. I'm curious to read reactions of the community. However, don't get me wrong: We are not trying to find the best blend. BOA/NCP, AACW and VGN are using three distinct versions of our engine, that match the period and the conflict simulated. IMHO, the engine to simulate the American Civil War will necessarly be more complex than the one used for the French and Indian War.
Last point, the AGEod business plan is specific. Most companies are aiming to the "casual gaming", the "big market". We don't. We just want to be the first quality games providers for Wargamers and strategy game lovers. But you're right, we still have work to do!
Cheers,
Korrigan