Customer Support used to actually be good, but lately for the past few months (dare I say it, year) they have been unwilling to help regardless of the situation. Will always get the same automated response of "We're sorry for such and such, however, we wont be able to do x/y/z. We apologize for the inconvenience this matter has caused you."
Hate to say it, but they're not. It's a word that can mean a lot — or nothing. Why? Because sometimes saying 'sorry' is just not enough. Actions speak louder than words. Good examples of customer service would be offering personalized interactions with your customers, getting involved in causes your customer believes in, getting back to customers ASAP, and thinking of customer satisfaction long-term.
If you want players to spend money on your game, to stick around long-term, or recommend your game to friends/family, you have to provide quality customer support. Instead of unwilling to help your customer and flat out telling them no, help them out to the best of your ability or offer them an alternative/compensation. By doing these things, it will show people that you care. It will help the playerbase long-term.
As it stands right now, I would grade customer support with a current grade of F. It is so bad that they might as well not even offer customer support. In my experience, most of my tickets ended with nothing being resolved because they don't make the attempt to try.