Customer Service inadequate

Q u o t e:
All good points. We shall see how things change in the coming weeks/months.

And we appreciate you bearing with us as we continue to take on this challenge. I'm sorry it's been a frustrating experience for you, Anderyn. I hear your concerns and take them to heart.

The "please try back later" message was added to replace the basic busy signal. When our lines started filling up, we didn't want people to think we were out of service. That said, we don't like being in a situation where players encounter this message with any regularity.

We have been empowering account support reps to handle more items via email, so our recording encourages players to use alternate contact options wherever possible. We also expanded phone hours and added more coverage over the last year, shifting staff to weekend support. Other measures we're taking to address call volume do include staffing (as many have discussed here), but manpower isn't practical as the sole solution.

Owing to the complexity of restoration and recovery, one of the biggest factors in our wait times is the volume of account compromises-- so we're doing what we can to attack that issue. We've developed new account security pages to educate players, advocate authenticators, and raise general awareness. Further, we are looking at improving self-help options for account recovery, not to mention the dozens of other issues that also comprise our workload.

Ultimately, know that we are working to improve the situation and our service levels. We do not like to offer long wait times any more than players like to encounter them, but it has definitely been a challenging several months for our teams here.