Just wanted everyone to know about the excellent service I’ve had from Glu customer support this year. They have always been quick and very helpful to resolve my issue, whether the rep could do it themselves or if they had to push it up the ladder to developers. Cheers to the Glu team!
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Just like any company there are those whom work diligently and care about their customer service and those whom can’t be bothered. I believe the main issue here is that they expected a certain amount of people playing the game and that amount ended up being far greater than they anticipated. They especially early on didn’t seem to have adequate manpower to field all of the tickets due to that and some of the glitches and other problems that generally plague newly released and popular products. The amount of vitriol they (Glu) receive is a bit over the top (anytime they post on social media outlets lol) but negativity tends to be louder than positive feedback and outside of the few issues I’ve had my experience has been pretty good overall.
My suggestion would be to just be patient once you submit a ticket and if the response is not to your satisfaction word your replies to the point, professionally, and try to keep it to the bare minimum just to get your point across. There are so many things that the CS can not help you with, being lack of specific knowledge or "above their paygrade", and they have to correspond with the dev team about those issues. With so many users & requests it may take some time for the dev to get back to the CS who in turn has to get back to you. Just be patient.