Earlier this week, Funcom’s customer service manager posted a letter to the SWL community explaining that the “high volume” of service requests have forced the team to limit responses in the name of efficiency. Players can only use live chat for “urgent payment issues,” while in-game petitions will only be answered if they deal with stuck characters or buggy missions.
It sounds as though all other petitions will be ignored, at least for the time being: “If you are unhappy with a sprint you bought two days ago, we will not be able to assist you with this in a petition. At this time, we simply can’t spare the resources to reallocate your Aurum and Marks of Favor.”
Players with issues not involving payment, stuck characters, or bugged missions are encouraged to use the studio’s help site for a resolution.