Complexity is becoming the new gimmick.
Everything is complex, so they say and it is all a matter of opinions.
Fans do not buy 12 games per year, some of them, yet, they are fans. Casual fans, they buy one game now and then. That is how they gain their grade: fans.
As fans, they can be intimitaded, story and C&C are complex in ME2. Adding a new interface will not intimidate them though: because introduction of a new device is not intimidating. Novelty is not intimidated. Timid people are usually timid with old time situations. They lose confidence as they get used to a situation.
It is all a matter of perspective.