The ease and practicality of doing fast and direct customer support is inversely proportional to the number of customers shocker ;)
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on the other hand maybe if I was earning like 3-4M dollars a year minimum I could afford to invest a tiny bit on customer support :D
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the bigger the corporation, the more convoluted and muddied communications tend to be within the corporation's systems. It's why you see the original founders from Blizzard leaving to start their own small video game studios where they'll have more manageable control.
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