Support has returned!

Posted by MueR as Lord of the Rings Online

As you might have read, I have not been overly happy with the level of customer support provided by Codemasters in the Lord of the Rings Online. Leaving people waiting for several hours before even answering bad, making them wait 2 months for an issue to be solved (and still not solving it) is worse.

There is reason to rejoice. As of the start of this year, Codemasters have decided to give up on Alchemic Dream and hire a whole new team of Game Masters to set up their own in-game support staff. The reason I did not report on this earlier; my skepticism. I wanted to wait and see if these new GMs could actually do something about problems.

My, we have not been disappointed this time. So far, every single ticket I have made has been picked up on by the support staff, usually well within 15 minutes. The odd 30 minutes of waiting occurs but hey, they need lunch breaks too. Now the time in which a ticket is handled might have improved somewhat, but Alchemic Dream usually handled them quite fast too. It usually took them under 10 minutes to close it, stating policy does not allow them to intervene.

The major change in the Lord of the Rings Online support staff is in fact, they can and will help! When a quest NPC gets bugged out, they either reset him for you, or advance the quest for you. When you spot a bot user, they join you to wave at the botter, just before banning.

Support has indeed returned. I am finally able to say that the money I pay for this game and my subscription is money well spent. Good work Codemasters, keep these GMs please!