I felt the need to make this thread as in the past couple of days I've had a few issues and questions that I needed to contact En Masse support for and I felt that I had to get a few things off my chest (I apologize if there are similar posts to this one)
I have been waiting for Tera since I heard about its development, I do not listen to reviews or hype, I play a game and make my own decision if I like it - and I do, I like everything about it and that's what matters. I had told myself I wouldn't play the Beta as I didn't want to "spoil" it, however I did cave and played last weekends Open beta.. well that was it, I was hooked! I rushed for my Credit card and pre-purchased 2 copies, one for myself and one for my wife.... DOH, I purchased 2 copies on MY account in my haste/excitement.. GREAT, here comes the ticket to support, the days of waiting, refund and repurchase, hassle... no, not at all.
I was able to chat LIVE online with an agent who was VERY quick and sorted everything out for me in five minutes, wait.. I had an issue and it took 5 minutes to sort out? The agent Actually was able to help me?! Freaking AMAZING. (Having dealt with many other MMO companies with issues, this has really blown me away)
Then today I had two questions regarding my Character from open beta, and would it save since I pre-purchased AFTER the beta, also that I have seen many people obtain friends code, which I would like to get mine (as I haven't yet) because I have three friends who will play the game, but want to try it. Again, all my issues were resolves within 5 minutes of opening a live chat, with what seemed like an actual person there, it wasn't a scripted answer.
So to get to my point, Bravo to the customer support who deals with issues, I am very impressed, and I wish other companies would model their own support on yours.