I both love and hate SOE Customer Service. Without it, we'd be screwed. With it, well, sometimes we are screwed.

It is one of the most challenging aspects of any business... dealing with the problems and issues we customers come up with.

You ever see those long, long lines at WalMart? Resignation and grey hopelessness of the people in line are mirrored by the dejected clerks slowly, oh... so... slowly taking back those ripped jeans, non-functioning camera and looking skeptically at the half-eaten box of macaroons that you said were stale. Do you have a receipt, sir?

Welcome to customer service.

Now, add in the anonymity of the internet, and the petitioners (standing in line) can get downright rude. After all, they are paying FIFTEEN DOLLARS A MONTH for the right to stand in line with their two left shoes in a box. Yeah.

SOE has been evolving its customer service since the dawn of EQ, and there have been ups and downs, and a few sideways shuffles. I have enjoyed stellar and dismal responses myself over these past 8 years... but I give the CS team a lot of credit for continuing to innovate and adapt as time goes on. It is a largely thankless job.

And you know what?
They do care.
That in itself is amazing.