It comes down to options. The more options you have the more people you will draw in. For me, character customization is a key element in gaming. I used to play SWG which had one of the best character customizations in a game. I believe it helps get you more involved into your character. It's what helps make you unique. I don't see how hard it would be to make several faces, hairstyles, hair colors, and skin tones. To me having no character customization would be like having TQ with there being only greek terrain in the game. Then labeling the other areas egypt and china but those areas only have greek terrain. I hope everyone understood that. Just my opinion. Who knows if this article at IGN is true maybe they have heard our plea, and are adding some features?
http://pc.ign.com/articles/707/707758p1.html
"Character customization is limited to changing hair and tunic color along with a few other basic features."