Dawn
This is not to give you hard time but to illustrate an issue so maybe you can see it for yourself and explain it to the higher ups.
This statement is the exact issue with uCool. From you to stanley and the devs and everyone.
uCool almost automatically assumes that when a player has an issue it is the player's mistake not the game. Here you dismiss this issue as the player making a mistake.
Now I agree alot of issues are the players making mistakes. But most of teh time when someone bothers to send in a claim ticket and post about it in forums, they dont think they messed up.
Please let your bosses know that assuming it is player error first is not a good idea. It is exactly the reason so many players are getting upset with the CS here. How about investigating it first and finding out if it was a game error, WHICH THERE HAVE BEEN MORE THEN WE CAN COUNT, before dismissing it as simple player error



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