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No, he's not wrong. The UI is objectively a mess and always has been since the game came out.
There's no way to directly move a soldier from a squad into another without having to add/remove them from the reserve.
There's no way to search through all of your squad's lineups at the same time. Looking for a specific soldier you left somewhere? Gotta start digging through squads.
There's no way to easily compare perks at a glance, instead you always have to click to bring up another menu to look at them. There's a quick perk menu...that goes away when you switch soldiers!
You can't upgrade weapons that are equipped to your soldiers all at once, you have to do it one by one.
You can't just buy upgraded weapons, you have to buy them first and then upgrade them every time.
When you're equipping weapons and you purchase one that you don't have from that menu, it doesn't immediately equip it to the soldier. Instead you have to purchase it and THEN equip it.
Can't remember what squad has the upgrades for a specific weapon? If you'd bought one weapon upgrade level in that squad before, the game will no longer show you the button that immediately takes you to the squad from the weapon (unless you spend silver to buy an upgrade I guess), so now you gotta go digging through squads again.
There's no combined loadout for perks AND equipment. Want to switch to a lower BR and use bolt action rifles? Gotta go in there and switch everyone to the bolt action ROF perk unless you just have full extra squads with specific setups lying around.
All of these issues individually aren't so terrible, but when you put them all together you spend a ♥♥♥♥♥♥♥♥ of time just dealing with the UI and all the hoops it makes you jump through to do simple ♥♥♥♥. The issues don't stop there.
Soldiers come pre-equipped with wack perks that you have spend silver removing to free up perk points so you can actually spec them out. This gets worse with higher level soldiers, especially event squads. Better now since respeccing is cheaper, but even so this problem shouldn't exist at all.
The research tree is a mess for factions with lots of equipment like Western Axis/Allies. BR3 weapons in Tier 2, BR2 weapons in Tier 3, etc. New players are never actually really told what BR and research tiers represent, so a lot of them are left thinking that the tiers ARE BRs and then confused when they're suddenly fighting against Tiger 2s.
The game is practically begging for money on literally every single screen you can click on, which adds to the impression (true or not) that the game is P2W.
thank you for taking the time to type all of this out. the devs seem to be confident about garnering more players recently... they should take heed to all of your advice so as to not lose them in short time