Becky from customer support decides to embellish the image of this company by acting like child. (Sarcasm for bigpoint staff.)
The game stopped being nice since 2014. The staff completely changed and they have no idea what they're doing. The only way for this company to be profitable again is to let other people use their servers because your game is just garbage. Dev are terrible, the staffs are terrible.
Hopefully that chinese company starts sending smarter chineseman to reinforce the staff and reduce this sloppiness.