Funcom Customer Service is changing. Our goal continues to be to offer the best service we can, but what this looks like continues to change. Moving forward, we will provide faster more comprehensive service to players that actively support our games monetarily. Furthermore, we will be reducing the breadth of services we offer our free to play community. To be clear, most customer service interactions will remain unchanged. We are having to reign in a few services we've offered in the past.
Here are three example situations that demonstrate the changes:
Account Page Services and Complications - We will continue to offer full service for all players for these issues.
In Game Issues that Block Mission or Experience Progress - We will continue to offer full service for all players for these issues.
Deletion, Crafting or Currency-based Purchase Mistakes - We will be happy to continue to assist paying players. We will have to stop providing these kinds of services for players who do not support us financially. This includes item and character deletion. Items necessary for the completion of missions and quests are not included in this change of policy.
Raid Loot Reassignments and Expired Mail Recovery – We are no longer able to assist players with these requests.
- Please note that these changes are not comprehensive. These are examples of policies to provide insight into the changes.
We're excited about the opportunities to serve our community. We're going to continue to refine and update our policies so that we can best help the people that continue to support us.