They have a very stringent account ownership process which is fine as I understand the reason for security but even I doubt that responses are by humans because every reply is a form/ canned response.įor example, they ask for your first two real money purchases and to check your purchase history for it, but they do not tell you whether to enter the amount the item cost with or without taxes included. Have a small group of them manage routine problems such as email changes. Given the amount of money people spend on this game, please hire a competent, compassionate team of people to take over support. They claim their support team is staffed entirely by humans other than the automated reply on first contact, but they are so incredibly robotic and unhelpful and invariably fail to understand your problem that people largely still believe that everything is completely automated. Players routinely spend large amounts of money and do not deserve this support, which is helpful maybe a small portion of the time if you have a routine or straightforward fix (still have to wait days for replies though) and 100% unhelpful and frustrating if you don't.
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