They're like super down to earth, I think i'm dreaming

Yea, I online chat check my HS code. Response very fast and friendly :)

ive had to contact them twice since i pre ordered with amazon then their site wouldnt let me purchase the digital download for whatever reason.
Both times i left off feeling they deserved a payrise.
Once i even ended up in a half hour convo about how bad EA/BW was with there support and talking about random old mmo's like UO.

so as far as CS goes, enmasse is on top

Same here, right after they launched the live chat feature i had an issue that i needed sorted out over a preorder code with them. responded within 5 minutes and solved my problem in less than that. I had to roll on over and give them a shout out on their facebook wall. They responded with "Thats just how we roll". Well played en masse, Well played.

Like all of you, I've only had an awesome experience while talking to their staff. At a time I had an on-going issue and requested if it was possible to talk to the same GM again.. A few minutes later I was pulled into a different chat with the original GM I had spoken to. <->s awesome.
Like their staff, I also like to commend how well and entertaining their Patch Notes are. I actually want to -read them- carefully just to see the little witty comment and not just skip to my classes section.

In my latest chit chat with a GM, I talked them about how awesome it was to actually know I was talking to a human and not a robot with automated responses. He/She agreed and reassured me that En Masse wants to stay as far away from that as possible. Which is a big blessing.

No more are the days where we have to sit for hours and then answer questions only to receive an automated answer that barely answers the question in the first place!

I say we throw a big party for En Masse :P

agree, best staff i ever seen atm. Would like to see some populating our game servers though ^^

Yeah, I have dealt with support twice, and was amazed that I got an answer in the chat within minutes, and staff was very helpfull and effective.

Thumbs up En Masse !!!

I live chatted to cancel my pre-order a few weeks ago. The GM I spoke with was so nice, and understanding that I actually felt BAD for cancelling. Needless to say, I ordered again yesterday. Customer service like that deserves money.

Quote: Saosinner on 04/28/2012, 03:15 AM - view

That's because you should feel bad for cancelling Tera!

I do agree customer service here is awesome. I don't have a single complaint against them, and that's really, really rare when talking about customer services. Kudos to you En Masse!

i've talked to them twice no and they were extremely helpful both times i'm sure when the game goes live the wait times will go up but talking to a real person is great