It has been over a month now since Pearl Abyss took over BDO on NA & EU servers. Although we have seen improvements in certain aspects of the game (or at least according to my observation), the support team of Pearl Abyss is most certainly not one of them. 

The biggest issue is the response time to the tickets. We see complaints from players every day, that their tickets haven't been answered even after a whole month. During this period, players either have to resolve the issue themselves, or just learn to live with it. At first, it was said that there's an "abnormal" amount of tickets according to Pearl Abyss, yet how come it isn't getting any better? Whenever this issue is brought up, the only answer given is "Hello Adventurers! We're sorry for the inconvenience...". The same old answer pretty much copy-pasted into every situation in a cheap attempt to avoid the problem. 

The second issue is the quality of the answers given to the tickets. Now, we're already somewhat used to Kakao's way of dealing with tickets, so I'd assume no one had their expectations that high anyway. Yet again, Pearl Abyss somehow figured to hit a new low with mediocre answers, ignoring their own "new" policies announced in GM Notes, coming up with excuses not to help players and so on. We've seen ridiculous examples such as rejected refund/exchange requests, not because the player is at fault/too late to make a ticket, but because it took the support team too long to answer. Another example would be the support team barely reading the context of the tickets, ending up with again, the classic response "Hello Adventurer! I am here to help you today! Unfortunately, I cannot help you with this issue! Feel free to contact us if you have any other questions, and we will respond to you next month in the best case scenario!". 

Not even mentioning that you can only click "yes" when you're asked whether the GM's answer was helpful. Tragedy and comedy all together!

Black Desert Online is being named one of the biggest MMORPGs along with other huge games such as World of Warcraft, Final Fantasy XIV, Guild Wars 2, and The Elder Scrolls Online. However, certainly, their support team is nowhere near as competent. Even mediocre mobile games' support is faster and somewhat more helpful when it comes to player tickets and requests.

So, here comes the question: So far the customer support of Pearl Abyss has been a failure. Will it ever improve? 

It's a mix of bad management and poor policy, advertise for more people to join results in higher volume in tickets while support size stayed the same, instead of increasing support size the management team changed the policy into an even more strict one, "no more refunds!", to solve the issue of more tickets LOL

It has been exactly a month since I sent a ticket regarding lost season-related item. I have given them all the info needed, and got a fast response which said I have to write the exact info. Ba-dum-tss, all of that exact info was already written :^) 
So I have repeated myself and wrote all the info again, and ever since I got no response whatsoever. And the season servers are gone now so my ticket response will probably come in a month saying ''we can't refund these types of items anymore'', or something along those lines.
I wasn't a fan of Kakao either, however ticket wise and from my personal experience at least, they always answered fast.
I can't believe they let so much new players in and didn't even think how that would affect the servers, or the quality of support, and the quality of most things. Genius planning right there.
I doubt it will improve. If people complaining about the lack of support doesn't influence their cash-flow for the worse, then I don't think they even see a reason to change it. Or to invest into it.

True. Unfortunately, it's very amateur planning and decision making.

Sorry to hear that. I have seen and heard a lot of people being in a similar situation. It's absolutely unbelievable. 

1 month 1 week and 1 day here. Close to 2 months. 

What......Did you expect a miracle....ITS GAME OVER GUYS......It is for me anyway......This game is loosing its grip and sick people took over and turned into ass dirt.....Its just the way it is......

3 weeks for a reply and : 

"We apologize for the inconvenience and hope that you can understand that our team can only provide assistance only if we could verify the incident. "

I'm sure that you can't verify anymore 3 weeks after. 
I had the same issue with Kakao and they solved it in the day. 

Pearl Abyss are even not giving you the opportunity to talk or reply, they only ask you if it helps, and give you one only option : Yes.
Such a shame of customer service.

Guys I cant even play the game.......This is the end........................................................

Shit, I hope nothing happens to my account. PA really screwing people up! My guildie had trouble with google authenthicator and it has almost been a month!