Does customer support or community managers actually do anything for this game or do they just make announcements instead of providing assistance?

[Ace]

I'm genuinely curious cause it seems 9/10 times customer support through either discord or email just gives you generic or irrelevant replies which is typical for chinese customer support

But trying to contact a community manager for assistance for an account problem unresolved goes unanswered.

Is their any actual real assistance or help given to players that actually need help and an intervention then being asked to rate your support 0-5 stars?

Since November 2024, I've been unable to use my account and its mind boggling to find no support or real help