Awful experience with SE support

[Kalk]

(2/2)

On 7/2, I logged on to claim my money from my failed bid.

That leads us to today, 7/3. There's a couple things that are extremely upsetting to me about this whole situation.

1. At no point was the status of any investigation communicated with me. I wasn't told "We found that the email was sent to you on XX/XX/XXXX", or "We found that despite sitting outside your house almost daily, you hadn't entered your home since XX/XX/XXXX and per our policy are unable to help you", or anything similar.
2. Most of the communication with SE support felt like bots. This is not a free game - I've spent well over $500 on this game by this point, can you really not afford to have a real person spend 2 minutes looking into my tickets?
3. I do feel cheated about losing my house like this. I wasn't inactive. I was logged out the night before sitting next to my house.

Now, I wasn't naïve enough to assume you'd actually help me get my plot back when I contacted you. But you can't even tell me that you won't be able to help me? Seriously? Did you even do anything other than copy paste template responses? At this point I have no idea.

[Reinha]

Now, I wasn't naïve enough to assume you'd actually help me get my plot back when I contacted you. But you can't even tell me that you won't be able to help me? Seriously? Did you even do anything other than copy paste template responses? At this point I have no idea.

On the other hand, yes, the support system sucks in many ways and I'm unconvinced that real people actually work there. But still... if there ever is a right moment to send a template response to a customer, it's when they contact support because they feel like rules shouldn't apply to them or they didn't even read the rules. There is no reason for them to craft a custom apology and explanation over a game play mistake, nor is it their job to fix those kinds of mistakes. Customer support is there to fix bugs, cheating, harassment and other things the player has no control over.