I haven't experienced it to the extent the op has, but I do appreciate the few smiley faces and occasional lols I've received when interacting with some of them. I like to know I'm talking to a person and not copy/paste responses and I've only but been treated professionally by these individuals despite the lack of sentences beginning with a capital letter and having punctuation everywhere in the sentence.
But even "GM CENSORED NAME: um idk let em ask lol" is bad over the phone or in person...even if they said "Uhm, I don't know. Let me ask (laughs)." It's bad enough that he typed it out as opposed to chuckling over the phone. I am happy I never had that encounter.
I do feel, though, that a lot of the customer support do not understand the game mechanics well enough to address the question or even try to double-check on issues. I think they should play the game a little, or read about it some more, or watch some videos on it. I understand they can't all grow a 60 as a requirement, but it's hard to support something you don't know enough about.
When I say double-check on issues, perfect example is character transfer... if character transfer is free but someone on the other server has the same name and I'm forced to buy a tag instead of having a GM alter it for me, then it's not really free. Maybe I am not required to do it, but rep didn't bother reconfirming with someone. I expect them to troubleshoot issues too, I was having problems buying the tag through premium services because I couldn't see the "Buy Now" button I was instructed to click on by the dialog... I would have appreciated if the customer rep actually tried to reproduce the issue first thing before telling me what to do next, which really proved to be irrelevant being that there's a mistype on the site where it says "Add to Cart" instead of "Buy Now" at a final processing step (I ended up finding that out after trying different browsers as instructed and just randomly deciding to select add to cart)...
Edited by: missymiss
11 months ago