Pixel Dynamo reports an impressive example of customer service from Stardock as Brad Wardell, CEO of Stardock, requests a player's save file and personally debugs his performance problem.
Surely devs get reports anyway?
Sure they do, but how many people actually take the time to write out the steps that they did which led to the game breaking? Not many. Just sending a report gives them the crash log which doesn't always tell you what's wrong.
you will most always get a more personal dialogue going with smaller studios, especially on the pc. on consoles it also takes longer to get patch/update approvals.
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