In-Game Support

[Nakarumi]

As a player whose been playing 2.0 and beyond since the beta release, I am severely disappointed with the level of customer service and personalized interaction provided from the in-game support desk that allows you to contact the Game Master team. My first initial contact consisted of describing a problem and the requested solution. The response I got was a cookie cutter template that advised me to proceed to the feedback forums. I again responded by saying that the forums would not provide me with the support I needed, so if the in-game support was not an option, where else could I go? Again, I received another vague and ambiguous cookie cutter response that did not answer my question in the slightest. So I emphasized the fact that this response was not helpful nor answered my question.

[Nakarumi]

This time I received a more personalized response that advised me that the in-game support, or rather the game master team, did not have the ability to do an item retrieval for the items that were lost due to an unauthorized player removing/destroying said items. And they suggested to leave a feedback forum post for suggestions to give the GM team the ability to maybe do so in the future.

[Nakarumi]

As a customer, it is highly frustrating and irritating to be led in a blind circle with no clear answers or even a guide to resolve my issue. I wasn't even told if the issue was simply something that could not be helped at all. There is no clear answer and it's no different than talking to a wall with signs that say the same thing over and over. Is the in-game support desk nothing but bots designed to pick up on keywords and regurgitate an answer until it is forced to push it to an actual person? I am clearly not happy nor satisfied with this at all.

[Nakarumi]

Please reevaluate how the in-game support is handled because there is no way that I'm the first person that has had to deal with this before and it's just poor customer service. Very very poor customer service. It's makes me feel extremely undervalued as a veteran player of the game.

[Nakarumi]

UPDATE: So finally a GM did personally reach out to me to help address my issue and answer my questions. Over that much, I'm very happy about; however, the process that took place just to get to that point I'm still very displeased over. The in-game support desk is a very poorly set-up system that clearly is not helpful if it doesn't fall into the categories that the FAQ provides.

[Nakarumi]

That's all good and fine in one aspect but that still did not answer my original question of where and how should I go about to get my issue resolved. So I asked if there was any out-of-game support I could seek out in regards to this issue. Once again, I received the same cookie cutter response from the very first time I requested for support.

[Mholito]

What, exactly, do you expect the localization team to do about this?
In case you don't know: They are the team that translates the game to english! They have nothing to do with the support team.