I don't think I've ever seen such a slow customer support, even in F2P games....

2 weeks for 1 reply? And then that reply doesnt even answer the question so I ask another question and another 2 weeks or more? Really?

I hate to sound condescending, but that is "unacceptable".

When the announcement came that PA is taking over EU/NA publishing i said:

- More P2W (custume price increase incomming)

- Trash customer support 

- Even more distance from playbase 

I received tons of down-votes on reddit and now here we are.

Yall must not played many games lol

Most companies do also have it where certain type of tickets and keywords in tickets get put on the top and over some of the less importaint tickets.

Also I can list plenty of companies that everyone complains about how long it took to get their ticket answered or a major issue fixed. Hell I had a ticket on Blizzard that took a month to get a non helpful reply. So PA isnt the only company that has customer support that takes forever to reply and you lucky you even got one in 2 weeks

When theres this much people complaining it is obviously wrong with PA 

You hear new issues with cs almost every single day from different people. 

I've played many games, what's more, I've played many games for many years, starting with DotA in 2005 followed immeidatly by WoW then Age of Conan. I'll spare you the list.

Before returning to BDO I was playing Planet Side 2, a free to play game, with a customer support that would always answer within 24 hours or 1 week, and most of the time it was in the same day.

The f*** i care about other games?  With Kakao i had max (and i mean absolute max) response time 7 days (7 working days).

So we went from that to basically non existant customer support.

If i have a game braking issue and i don't get an aswer from 1 month and issue is not resolved in 1.5 monts or more i will move to another game simple as that.

And mind that this is not some Indi company its a multi billion dollar Coorporation that could hire tons of support to help with the ticket load.

They just need time to be more organized i guess. We'll see. About kakao support team it's true they were really good and kindly, usually i got a ticket response after 1-2 days max (fastest one was like 5 hours lol)

Local team needs to get answer from korea for each issue they cannot resolve themselves which creates a 24 hour time lag to start.

Resources assigned to handle claims are limited so they set up keywords similar to a Resume parser to pick the ones they care about.

Result is majority of claims go unread/un responded.

lack of resources. our pearl purchases are going to keeping succ wiz the strongest only.

Kakao never gave any useful responses either.

I still have unsolved business with them but they're just hiding behind transfer now.

It's about an irl item so there's no point going to PA about it...

Kakao may have had a faster response, but so far PA has given (me at least) better responses than those automatic bs.

Yeah, waiting takes long... Strange huh with half a mil playerbase and shitty Kakao they had to take over from. Who knows how many ppl got issues because one of them didn't do it right. It's not fair imo to only blame everything on PA.

At least they try ¯\_(ツ)_/¯

My longest ticket took 35 days to get a response to (still not resolved, but thats not the point here). Considering the number my ticket had when I sent it in, I think they did a pretty good job.

Sure, it could've gone faster if they had prepared right, but nobody could know how much was gonna go wrong. And I'm no dev, I have no idea what kind of issues the ppl before me had or how long that took to solve ¯\_(ツ)_/¯