Why must the final resolution be kept secret? We all have a right to know!

[Bolt]

Actually that role should logically fall upon the customer service manager but failing that someone else who has the ability to step in and rectify the problem even if it has to go as far as Tanaka.

Our customer service manager does indeed fill that role. If personally have not seen a role that specifically steps in to rectify issues above the customer service manager but that doesn't mean such roles might not exist in other companies.

In terms of overzealous thread locking, both of Andy2s would be good examples for starters and I bet this one will eventually go that way as well.

I explained why those two threads were locked in detail, I did not consider that 'overzealous'. While players and forum managers will never agree 100% on what should and shouldn't be locked, browsing the forum for locked threads did not reveal a pattern of censorship in my opinion. You can of course disagree with my opinion.

Lastly, the way that you tried to call me a liar when your ticket support system failed to send me emails when I got a response, and I thought I had not received a reply is unforgivable.

Read my response and you will see that at no time did I say you were lying about emails. I said it was 'disingenuous' to claim you had received no help when we had already discussed that you and your faction had been compensated by an agent. You disagreed with the compensation, which you are fully entitled to do; but that is not the same as not getting any help. I certainly didn't help the situation with a post that sounded far too aggressive and for that I apologize, I could have easily made the same point without throwing in a loaded word like 'disingenuous'.

We fully acknowledge that frustrations have been high for a long time due to unresolved bugs and events that have had issues more often than they should. Internal communication has been improving and I have been able to provide details on some events before they happen, but there is still much more to be done. You make a lot of valid points and they do not go unheard, the development team is working on a big set of fixes that I will update you on as soon as I have a reasonable idea of when they might go live.

I do stand by my assertion that the forum is not a place to discuss customer support issues. These need to remain between you and the support staff and the forum is not designed to dissect these private conversations.