Availability of Customer Support services & hours (Updated)

[Odonoptera]

Hi all!

We’d like to keep you all updated about a couple of changes to Customer Support services coming up in the next week.

First up, the Live Chat service will no longer be available beginning Monday, January 11th. We’ll continue to offer E-mail support services via our help portal at http://help.funcom.com/ for all account, billing, and technical issues.

For all In-Game support requests, please continue using the “/petition” chat command from your in-game chat window.

Next up, there will be an adjustment to Customer Support hours.

Update: All support services will be available from 8:00 AM EST / 13:00 GMT to 11:59 PM EST / 4:59 GMT for all days of the week.

As always, our staff will work to resolve your issues as quickly as possible. Thanks for your attention, folks!

[Oliveerz]

Live chat was the only good thing about your costumer support.

[Artyomis]

Live chat was the only good thing about your costumer support.

Joining on this one.
Live chat was the only method I've received responses at when my issue came up.

[Spead]

Live chat was the only good thing about your costumer support.

yup

[Wakizaka]

Why are you dropping Live Support support ?

[Lazy]

Why are you dropping Live Support support ?

if i were to guess i'd say the reason starts with an M and ends with an oney

[DigitalBath]

Live chat was the only good thing about your costumer support.

This.

[Dagget]

Live chat was the only good thing about your costumer support.

Indeed

[Caloss2]

That's concerning to say the least, player base below 1k now ?

[Le-Quack]

Live chat was the only good thing about your costumer support.

bump..

[Caloss2]

Live chat was the only good thing about your costumer support.

Also.. this.

[Esssch]

if i were to guess i'd say the reason starts with an M and ends with an oney

https://en.wikipedia.org/wiki/Jenna_Maroney

???

[Cariadast]

Come on Funcom Way to go BACKWARD! Absolute WORST business move ever. To say I'm disappointed, is to say the least I'm permitted here with out getting an infraction. You barely had it operational as it was with its limited hours...and yet it was still useful to your "customers". The idea is to make yourself easier to reach, provide help, and relate to your "customers". We are still that.


I have 25 years of customer service training, expertise, and customer motivation experience and trust me. This isnt the way to do it!

Please reconsider these options.



*All FC Forum entries are logged for originality verification purposes.

[Vinkera]

https://en.wikipedia.org/wiki/Jenna_Maroney

???

This.

[Cranberri]

It's almost like they are TRYING to kill our game. This is really shortsighted.

[Odonoptera]

Hey all, I understand that Live Chat no longer being available is a concern; please know that we made the decision based off of the overall trend we were seeing from players' surveys and feedback. Our ability to resolve your issues through the e-mail format is orders of magnitude higher than that of Live Chat, and we were already re-routing a lot of players from Live Chat to E-mail in the first place.

It may take a little longer to hear back from us about an issue, but the rate at which your issues will actually be resolved on the first go-around will be much greater. There is still the /petition system if you wish to speak to a live representative, but please be sure that you're writing in about an in-game issue when creating a petition. If you have any other concerns about this matter, please feel free to PM me--I tend to be quick on responses.

Thanks for your understanding! Cheers.

[Odonoptera]

Update: All support services are now available between 8:00 AM EST / 13:00 GMT to 11:59 PM EST / 4:59 GMT for all days of the week.