#0 - June 13, 2010, 1:50 a.m.
** Phone numbers that still accept inbound calls over two hours before they close
Really, is that too much to ask? I tried calling both support numbers, account/billing and technical support just to try and get to a human. No luck, both are not accepting calls for almost 30 minutes straight. I'm still trying as I write this. I started around 8pm EST and I'm still calling now about every 30 seconds at 8:41PM.
** An in-game staff that doesn't require 48 hours or more to answer a SIMPLE ticket
Maybe I'm going out on a limb here, but if my character were stuck beneath the world and dead, as has happened to some of my guildies, I would personally be irritated beyond belief if I had to wait for a GM to fix it. I can't even get a ticket serviced about people being openly racist or talking about how to use your feces as sex toys in trade chat, or the one who talks about how much he loves children -- not in the good way, what luck am I to have about something that actually affects playability of the game when people like this, who've been reported multiple times by myself and others, reign free because there is no GM coverage.
** An in-game level 2/3 support staff that doesn't require two weeks to service an escalated ticket
I think it's amazing that you will let someone sit in oblivion with no gear or money or anything for two weeks while their items are restored for whatever reason. Whether they accidentally vendored their treasured purple or actually got hacked. I'd love to see a customer's reaction at a brick and mortar business when I say to them something along the lines of "Oh, well, you need a screw to fix that. Wait two weeks and we'll get it to you". You can't convince me that item restorations take any real extensive amount of work.
In short, the summation of all this is: Is it really too much to ask that we, the customers, expect a functioning backend human support to the frontend human support that we get from our guildmates and fellow players? I guess that icing on the cake was when I got plainly scammed out of 16000 gold making a chopper and had a ticket open on that account now for over 72 hours. Yes, I had enough money to just make another, but that's not the point at all, the point is I shouldn't have to wait 72 hours to hear "Yeah, we'll escalate that" then wait 4 or 5 more days for them to say "Oh, you're right, here's your chopper".
