In-game Support Experiences

[Mychael]

I'm wondering if anyone has had a pleasant experience with in-game support. I've had no issues with support tickets for a while now, but in-game I always get a non-live, anonymous response that is copy/pasted based on the first 3-4 words of my ticket ONLY. It never even addresses my problem. The (wo)men reading these are clearly so overwhelmed that they can't do their jobs effectively, and SE as a company needs to address this.

Worse yet, GMs are closing tickets before people have a chance to respond. This is a horrible policy. For example, if I want to say "Sorry, but I didn't actually say what you think I'm saying, what if I ask it this way?", I have to completely recreate the ticket. You have an elaborate case management system that allows replies, and you also have in-game /tells (which if I really have an issue I'm not going to be in a dungeon so please don't use that excuse) to make us of, but all of that is completely wasted.

This is not a F2P game, and apparently sales exceeded expectations, so the budget can't be that bad. Please hire enough GMs to keep up with those new servers!

There also needs to be in-game support for issues that stop a character from progressing. In XI, I frequently gave very high praise for the support team because they had personalities AND if they couldn't help you, they would find a way to get you helped. They even got tech support reps, senior GMs--whatever I needed--to help you without ever leaving the game.

In contrast, for XIV I once submitted a ticket asking if someone could reset a quest because my legacy character was bugged and stuck in the one-room introductory instance where you're supposed to speak with an NPC (which I did). The response was to submit it via the forums, which is great for long-term fixes, but doesn't help that my legacy character was stuck in a single room for an hour before it magically fixed itself.