It just...really irritates me how minuscule of an effort they put into their service. A company that is notoriously KNOWN to deplete every last dime out of your wallet with far below-satisfactory service. Where does all of your finances even go? This experience of dissatisfaction spans over multiple tickets and I've been a paying customer, I'm not cheap either. I've given them $2,000 within a few months every now and then. Now I do understand I'm not entitled to anything but honestly, 95% of my ticket encounters with them have given me headaches, stress, irritation and I begin to question if you really need a degree to work for this company based on the experience. The outcome of the service appears as if it can be done by a 7 year old and even most seven year old kids appear more considerate than their copy-paste responses. Yes, the context may sound formal and professional but the process itself is ridiculous. If I were to read in chronological order of the ticket, the story doesn't fit well.
I'm the kind of person that likes efficiency. Time is so valuable but here with Aeria's ticket system makes me want to go into a war tank and fire at their building (mentally).
I understand they have lives too and I do not know how many tickets they must go through but from what I've seen, they like to hang around on their phones or something because it's not the kind of effort that I'm happy to witness.
Back to chronological order. When I read from top to bottom. They may address my issue but when I try to include details on how they could possibly assist me further, such has having extra information on time and occurrence or when I try to clarify what I'm trying to ask for help with, they don't even read it. They ONLY read the title and maybe on occasions the first few words. I don't ever exceed past 2-3 sentences. The time span they take to respond to tickets is 1-2 days. They don't work on the weekends (so maybe 3-4 days). That's pretty long in my opinion if it's an issue regarding a transaction. That's something most people want taken care of immediately because they have other financials to worry about too. I understand, they need their time to respond properly but if you're going to take so long at least make it count instead of not even bothering to read the customer's problem/issue and responding with little effort making the process even longer.
Copy-paste responses DO NOT assist the situation, it actually prolongs it. Not only that, it gives the consumer the impression that they are nothing but a number to you. You don't care about their existence, just their money. There was a time I've had the same (the exact same) issue as before. I took into account what information they asked from me from before. I was considerate to put that information into the first ticket submission to save time.
Their response....was another copy pasted request listing what they needed from me, when EVERYTHING they listed that they needed was in fact in the first submission ticket. So basically, they pissed me off. They didn't even read it AND I had to wait another 1-2 days for the issue to be resolved.

Even if someone from the company sees this, nothing is going to change. It's been 2 years of the same crap. Same value of service. Most Aeria players don't even like the company mainly because of the ticket service (I'm talking about the spenders not the free to play). Aeria doesn't care (doesn't even remotely seem to care, though you should). Genuine customers or their absolute satisfaction doesn't matter at all as long as you reach your goal for this month's revenue or sales.
Maybe there needs to be a review section for your CS support. I'm sure many consumers will speak out and gladly help you provide better service for your future customers and a better future for your company. If you actually give a crap about them, you would've done so long ago. Because many other companies have done so, it's so mainstream that it's close enough to common sense. So why don't you?

I, myself, am a customer service representative. I could go much more in depth about how to possibly improve your CS support, but I doubt you'd hand me an ear.
I've considered that maybe you're short staffed, which explains the copy-paste responses and poor attention to detail. The employers are to be blamed for the outcome, not the employees. There probably isn't any standards of how to properly handle customers in a way that would keep both sides mutually happy. Laid back in the office I see, with such a big company that has pretty high expectations. Or should I say, high expectations but always seems to disappoint or fall short. It's not just me, I can assure that. It's almost if it's to the point that you don't care if your company will slowly deteriorate in consumers. Sure you'll always have free to play players but can you be so sure that there will be enough spenders to keep you afloat with company expenses AND pay your employees well?

I wouldn't have this complaint or the same complaint for 2 years straight unless you can miraculously make the small crowd you have provide excellent service in the next few months.

Hello recently shaiya latino is going through a big problem the attention that is being made is pecima GM quality, most of the gs have resigned due to lack of attention to users, most tikets sent with video tests are not revizados not answered promptly, for more than three months are not made in-game events to users, there have been several posts about requests, do not know the in-game GM, recommendations for improving the quality of service are not taken into account, the promises made ​​by the production manager are broken, as a user I have felt very uncomfortable with the attention, the game invest more than $ 150 a month and like most others I will retire from the game when tikets shipping on problems I've had with the game, the tikes are closed or placed as spaw, some examples: 8190605 tiket on violation of rules of the game, was not even open.