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As a question, are you saying you didn't receive the mail at all?
Because with Vet items, the time I had en error, the mail had a potion that I couldn't grab instead of the item it meant to be. Are you sure you maybe just opened it up and didn't grab the item, and is just sitting in the open tab of your inventory?
Also, Nexon's much worse. Their report system doesn't even work, and that's intentional.
Welp, inb4 thread lock....
It's definitely a subpar experience, but it's still not the worst I've seen as far as customer service goes. First time I've ever had an issue with billing though, but after sending in the email to the SE customer support desk about how they wouldn't take my card to pay for Stormblood back in May or early June but still left a debit on it, I never really got a response, which is REALLY unusual for any gaming company given the typical response of "A billing issue? We'll be right on it!". Fortunately I got kinda lucky when the card finally went through....about a day after I ordered it from Amazon instead, which wasn't all that bad since that extra code went to someone who needed it.
The worst customer support I've seen for an MMO though is SWTOR since it dealt with an old account that was not only locked, but attached to an email that no longer existed so there was no way of getting the recovery email. What made it worse was that their customer service was exclusively phone-based--no email, no outside ticket system, just phone--and I didn't have one at the time (yay anxiety problems). I looked around for an email address to what I think was their tech support section, and sent a complaint explaining the problem and stating that I had no access to a phone to contact customer support but I would gladly provide any information they required of the account. Their response was basically "please call this number"....at first I thought these people just don't know how to properly read, but tried not to make much of an ordeal about it and made a new account a couple weeks later. When I realized all the names I like using for games were taken and most likely on the old account, I sent another email explaining the original issue, offered to send whatever information they needed and repeatedly stated in both normal and all-caps that I don't have any access to a phone to call customer support. The response I got was that they knew I had messaged them before about the matter and to call the customer support number.
I learned my lesson when I had this same problem with an NCSOFT account, explaining the problem and circumstances while involving the intent of purchasing something. They solved that problem in maybe an hour....
It kind of irks me that they're not required to respond to inquiries pertaining to cheaters, because it makes it impossible to know whether or not they're even getting or reading the reports.
The one time I did get a chance to directly ask a GM why all these extremely obvious bot farmers weren't getting banned, he suggested that I use the report form on the official website, because the team the in-game reports are sent to lacks the tools needed to investigate cheaters. I decided to humor him and the results were exactly what I expected; that is, the same bots I had already reported several times in the past were still left untouched, and are still at it even as I type this...
I had fairly good experiences with the EU SE support. When I changed my phone and forgot to write down my token's emergency number, it gor resolved in like half hour. When I forgot to update my CC, it got resolved in like 2 days as I needed to send them a picture of my ID, but couldn't during the day, and they don't work in the night. When I had any questions, the live chat was always really helpful.
Maybe the NA support is bad, people who mostly complain about it are from there. Also, people who have good experiences, don't usually write about it and just go back to playing, so what you read on reddit is not really a realistic depiction.
They need to invest into a proper training and more reliable customer service approach. I have had a bad experience in the past too.