In-game support is useless.

The answers they give are basically copy/paste versions of the FAQs. FAQs that we were forced to read to contact support. I think it goes without saying that if our inquiries were so common that they have a copy/paste answer, most of us could have found it on our own.

But, with in-game support, if there's not a pre-written answer for the GM to paste, they instead paste a "Please try <phone support/support center/forums> instead" answer. I don't even see the point in paying Game Masters if they are only allowed to copy/paste based on keywords. The FAQ system does that just fine.

If anyone else has had a different experience, great, but I haven't.

In WoW, XI--hell, even the ESO beta--I've received personalized answers. Even if they were short, "Whoah! What happened here? Well, I've forwarded this on for investigation, and I'm sorry!" kind of converations, they were infinitely more enjoyable than a wall of overly-formal fluff that doesn't answer anything.