They're not exactly helpful and they're usually slow at answering requests...unless you're concierge. Concierge support isn't too bad, even considering it's one of the few perks we do get apart from tacky gold plated gear that only the 890J owners wear to cover up their CR monogrammed gold budgie smugglers.
Common peasants get the chain smoking cat lady with a waiting list
At the start of 3.8, I started with zero credits...did a character reset and got all my 3.7 credit total back but lost a few ship upgrades...3.9 is plagued with that at the moment...account errors which lose you bought equipment or credits or both, it's all tied to the LTP database which isn't quite working as it should. I've been lucky and not lost anything so it's a bit of a lottery as to who loses what... if anything at all. Some like me are lucky, others have been plagued with it even after resetting more than once to fix it. Even the latest PTU hotfix patch hasn't fixed it for some...I was fine once again.
The hotfix PTU was a possible fix for turning invisible on login, losing mobiglas and the like rather than account errors though which was somehow tied into the character creator...no idea how.
For errors or game bugs, it's much easier to ask around in game chat or pop onto Spectrum and rake around rather than go through support. They're more busy and a lot slower than usual as a result of the lockdown thing and often aren't aware of the workarounds that folks who regularly play are already aware of...like I mentioned before, the testing chat channel is particularly helpful in suggesting workarounds or solutions.
