He showed exactly how customer service can be done when he not only looked into the issue, but wrote some code to rectify what had happened. Pope regenerated the header file, which enables the branching save system in the game, and was able to get the gamer most of their progress back.
The player hit the maximum number of tree structure limbs after getting pretty far into the game, with some backtracking to make up for errors during a day. He then had to delete some before proceeding, but ended up wiping all his progress. He was able to recover some files, which Lucas Pope said to send on to him so that he could have a look at them. He worked his magic and the player was able to return to Arstotzka to work for the greater good.
It’s nice to see a developer helping out a player in need. Even without this story, we’d advise you to check out Papers, Please…but possibly even more so now.