Back to the OP and comments on the lack of customer service.
Here is my experience with another online game company and a comparison to the company that runs Evony.
Whilst playing another free to play online game, which was an MMORPG with a very large and active membership, I made a mistake during gameplay that caused me to lose a quest item that was important to my character's development. Note that I said that I made a mistake, it was my fault as I accidentally sold the item to an npc without realising it. My first point of contact was their forums. I admitted I had made a big mistake and just asked if there was any way that I could get the item, even if I had to buy it from another player. I was advised to submit a report to customer service, explaining what had happened and see what they could do. So I did and within minutes I got the automated response to say that my report had been received. Within 8 hours I received a second email from a customer service representative asking me for further details regarding time and quest name etc. I had to hunt around a bit to get all the information and the exact time was a bit vague. I submitted the details I had, still aware that it had been my fault and not a bug or glitch. The next working day I received a second email from the customer service rep to tell me that the only thing they could do was reset the quest for me. It was almost apologetic in tone that they could not do more. I have to say I was rapt. It was an amazingly good response from a busy customer service department.
Now to my experience with Evony customer service. I had occasion to make a report of some major troop losses when I used an advanced teleporter. Basically, every unit in the city disappeared when I teleported. Advanced teleporters are a pay for item and they never drop in the game as far as I know. I made my report and included all the information I could. I got the automated email response the next day. That was it. I made a second report about a week later about the same issue. I got the same automated response and never heard from a real person. I then came into the forums and made a bug report. No moderator responded. A few players responded and told me I would never get my troops back and that it was a known bug and they were waiting for a fix. To this day, I have never had a response from a customer service operator regarding my report. That was May last year.
I have been lucky in that I have always got what I paid for and have had no other customer service issues to report since then. But I am aware that, despite the claims that the company that runs Evony is improving customer service and customer service is important to them, there has been little or no improvement since the time that I had my issue.
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