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I didn't bother reading your post because it's so long, but I agree 150% that the current support team is terrible.
I've had nothing but bad experiences with the new support team/ GM's. Not only do they not know how the game works most of the time, but they're not even helpful. They also misunderstand the issue 90% of the time or resort to a copy and paste response that doesn't even address the issue. All of the previous GM's I've talked to on the previous support teams were good, but this current team is something else. Also, a lot of the live chat GM's are GM's for other games. I haven't encountered any Vindi GM's on live chat,
You know what's BS? KR gets the maximum amount of character slots for free (20). This is going to be a mess when Farholm releases because you'll have to buy extra slots to make use of it...