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Is EU Support selective ignoring cases?

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It's funny that my Support case goes unanswered for days, weeks, months, or even years at a time, when I know for a fact other Support cases are being handled in a timely manner, so I pose the question: Does EU Support selectively ignore Support cases and choose which ones to actually work on? It certainly seems that way to me.

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As an example I had a friend recently make a new account, play for a few weeks, and then send in a delete request for the account. That support request and account deletion was handled in under a day.

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However on my Support case, I can't seem to get a response / resolution to my case. I did get a response on the case about 3 days ago now, responded within a couple hours, and have not had another response yet. Before that, my case went unanswered for weeks. Before that, a case I had been trying to get a response on for OVER A YEAR went completely ignored and was closed by Support without resolution or comment (the current case is a re-openeing of that case, as I am 3 years after the original case, still trying to get a resolution). I have had to create multiple support cases and even go so far as to write the CEO, COO, and CFO of MindArk directly to get any kind of traction on my case. That does not speak well of the company or the Support team.

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Just my two cents, but I would think handling Support cases quickly and effectively would be rather important for a company that is losing more older players than it is gaining new ones, and that no open case should go untouched for over a week at any given point, especially considering negative word of mouth travels faster than positive word of mouth, and when a person has a bad experience they share that with more people than they share positive experiences with.

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GET ON THE BALL, MINDARK, AND ANSWER MY SUPPORT CASE, PLEASE.

submitted by /u/mfrancesco2
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