WARNING - UPCOMING LONG READ - KEEP AN OPEN MIND 
The thing that “Asian” companies still don’t get/practice often enough of is transparency and open communication. This is mostly a “Western-World” concept/ideology (eg: being able to call in to complain or get some kind of customer service). This is arbitrarily augmented by having some kind of support line in place (in our case a Support Ticket system).
If you feel frustrated that IMC (or any other Asian company that has no established global footprint/market) isn’t open enough or isn’t responsive enough or just seems like they generally don’t care; is because the very idea of having to keep an open line of “communication” or “customer interaction” is mostly alien to them.
Think about it, most Asian companies “have” a customer service number (slapped onto their products/website) but these do not receive any, if at all, call volume. Most of these companies are treated and run like “product factories”, even if they aren’t.
Now isolate the case to IMC. They know they are a games company (I would assume they do), they’re for-profit and definitely will benefit from an “open customer relationship” and “transparency” in their business acumen. However, unless their end-line is at risk, you won’t hear a peep from them directly regarding any inadequacies or misappropriations they may have; it just won’t happen.
You might argue that ToS (by extension IMC) is in danger of a collapse [they did invest money to make this game]. The figures support it (Steam data) and other analytics point to it as well. Yet why does it not feel like this is something urgent to the company? Simple, their profits are not taking a hit at all. Ever heard someone tell you to “vote with your wallet?”, this would be the case. To most companies “YOU are not special”, you’re a customer, yes but so are the others. In a Western market they wouldn’t get away with this; they’ll get boycotted and they’ll have to switch to damage control ASAP. But that is not the case and this is why our Klaipeda/Orsha/Silute counterparts feel alienated and ignored because the people they’re dealing with are not experienced or equipped to handle issues with the sensitivity that’s commonplace in those markets.
Let me give an example: Black Desert Online - developed by PEARL ABYSS - published by KAKAO (formerly DAUM).
This is a Korean MMO (like ToS), that unlike ToS, attempted transparency, made lofty promises of making things “different” for the Western market (US/EU) to ensure that the needs of the Western audience were met. They mentioned they would cut out and do away with the common pet peeves of their target audience which are heavy grind(s) and P2W content. They made well on those promises and got a lot of people buying into the game (spending money) and then they did a full 180 and started introducing the very things they said they won’t. The hardcore/invested people stayed, the more casual left, but there were still a lot of people spending real money on the game.
TL;DR
I’m not asking you to stop supporting IMC, iToS, kToS or any company that fails to communicate with you. I’m just trying to give you some perspective on why we (the player-base aka customers) wouldn’t necessarily see eye to eye with IMC as to what the “problem” is or what should be “prioritized”.
I’m not giving a free pass to IMC either for their business practices.
These bad habits shouldn’t really be flying in this day and age where you have international audiences.
You’re free to feel how you feel, I wouldn’t ask you to change that, but I would like you to at least have an objective take on the matter.
Hopefully the next time you (not directed to anyone) think it’s a great idea to make another thread telling IMC how bad they are at what they do, they may not see it that way or they’re not given any leeway to pursue a different path because they, as a company, have a hierarchy that they have to answer to. If the person or people at the top don’t see it as a priority, it won’t be. If change isn’t deemed necessary, no change will occur.
