Character rolled back - 3 months worth of inventory lost

[Valkyrie_Lenneth]

Their response:

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

[rotf]

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

I understand, and that is one of the reasons I didn't open it there originally either.
but since it came up multiple times thoughout this thread, I thought I'd eliminate the possiblity

[RoyalBeef]

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

[JunseiKei]

Also, the real issue is what can be done to improve support and communication with players so when these things happen there isn't so much distress and uncertainty. It's harsh that an experience like this could result in a complete loss of a customer who up until then loved and was dedicated to the game. This also makes new players approach the game with caution when they are used to how other companies treat their customers when things like this happen.

Speaking from experience, there is no need for it. Most players only want an update, which infuriatingly, usually submit a whole new ticket to ask about another ticket and just adds to a backlog, on top of also answering other tickets and issues. Anything else a player may ask about, they are simply not privy to and will not be answered. The only times I'd been required to answer a player was the initial ticket, any additional feedback and then when the task was complete. Babysitting players/customers makes your work slow and you have a quota to fulfill.

Even then, from as I read from OP's responses, they never followed up after the initial time-frame that SE does list (10 days) so any added communication would have been for naught.

They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

This tends to bypass a queue in place. Some places may elect to say 'this is an _ issue' and leave it up to the player to follow through. Generally, you want to take issues as they pop up and not ones that are getting pushed through because of customers knowing some ways of getting around the system.