Hire more GMs. Please.

I have been playing this game for almost a year now. During my time in eorzia i have ran into a few problems and had to contact GMs for ingame support. The support i have received in this game has been abysmal. I am tired of the robotic preformed responses that don't address the issue at hand. These preformed responses make it feel like my ticket wasnt even read, how could it have been if the response doesnt match the complaint.

I love this game, but it offers the worst customer service out of any online game i have played. RIP the days of actually being able to talk to a game master in a chat, RIP the personal touch of communicating with another player, RIP customer service

Below is the response to a ticket I submitted recently. In the ticket I had asked for a GM to reveiw a previous ticket in which i asked for an item restoration, i was told it would be granted and to delete an item and the new desired item would be mailed to me. Well I never got said item (which is okay since with the month plus delay in my request it wasn't relevant anymore). The item restoration in question was never fulfilled yet my one time item restoration was consumed. When i asked a gm to reveiw it and if possible grant me my one time item restoration for future use i got this reply

>Hello and thank you for contacting us regarding your item restoration request.

We understand how upsetting it can be no longer have an item you had previously, and apologize for any inconvenience this may have caused for you. Since we understand how important an item like this can be to your enjoyment of the game, we will be glad to assist you in attempting to recover it.

In order for us to be able to look into this matter, we will need some additional information regarding your item loss. Please reply to this ticket with the following information:

Item name:
Date/Time of item loss:
How the item was lost (i.e. dropped, consumed):

I didnt ask for an item restoration or mention any items. all I wanted was a yes or no answer to whether or not i can get my one time item restoration back. I have never received an item through an item restoration request but have been turned down recently saying i have.

For the love of god please hire more GM's so they can take more time to read customer tickets and reply in there own words not a generic preformed answer that doesn't apply to the complaint. thanks

I actually had to place a GM call myself... Also reply back to that "robotic" message and you might get an actual GM to come and talk to you.

I waited for seven hours for a GM to talk to me and a GM finally contacted me as I was about to log out.