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I think what this franchise needs is something along the likes of what the game EVE has the CSM. If you do not know what a CSM is google EVE and then read on the site what the duties of the CSM's are. I think really any game online needs this sort of feedback response system to really have a good chance on improving the game, and for companies to get real feed back on what the true and biggest issues are about a game, and not just all the little problems that are expressed on forums in many cases each day.