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I've also heard that some of the moderators are "incompetent" when it comes to resolving issues (I think one of them was "JaxX"? but i don't remember what the situation was with the player....they couldve just been a ♥♥♥♥♥♥♥ who was in the wrong).
you're comparing a indi studio of ~100 who are working on their first game. it is entirely acceptable that something of what you're asking isnt implemented. Dark and Darker doesnt do cross-play with other consoles like Playstation/Xbox/Nintendo, it isn't in their interest to develop a system like you want. maybe if there was cross-play sure.... theres only 40 people between customer service and support...the other 60 are working directly on the game. in no world would it make sense to have a list of people with the exact same name with differential numbers when you're getting lists of tickets submitted that you probably already have to sort through. the company has shown already that there's lack of communication within its doors. they're just keeping their liabilities in check probably...just get better at making a name x).