I recently had an issue getting the Torchlight Frontiers game client to load my characters (the last time I had played in the closed alpha was during update 6). After trying everything I normally would on my side (before contacting support) including reinstalling and temporarily disabling my firewall (to no avail), I used the contact support menu from the Arc launcher to file a ticket (along with the games log file since I saw some errors in it).
I really wasn’t expecting to get a quick response since I had filed it on a Friday afternoon. 3 hours later though, a PWE CSR replied via e-mail, noted they were unsure of the cause of the issue (even with the supplied log), and provided me a pretty detailed set of instructions to try a complete uninstall so that I could attempt a clean reinstall of the Arc launcher and the game.
Clearing out all of the cruft did the trick leaving me pleasantly surprised with the company’s support (especially when considering this is a title still in closed alpha and not generating them any revenues yet). Front line CSR’s normally follow a strict script of questions even if you provide a ton of information (or steps you took yourself to self-troubleshoot) but the rep who handled my ticket actually read what I wrote and cut to the chase with providing me a possible next step which could resolve the issue (based on their prior experience).
The experience left me feeling positive about the company from the player facing customer support/service point of view.
