First time using ingame support, not happy

[dogonovo]

So I am not really type to complain, but I thought I should try the ingame assistance today when I and a friend were trying Xorian Cypher (over level, just for loot).

We did the "entrance quest" and after completing objectives, waited for over 10 minutes and no update, so entering Xorian per se was not possible. I opened a ticket and got a response in appropriate time. The first advice given was an "automated" answer, which I am fine with. After clarifying that the answer did not really solve or help in any way (both parties were extremely polite all the time, I and the person in service) I was asked if I could progress in the quest.

Well, we did progress in the quest, but only after prematurely "exiting" the entrance quest, the same way one would leave a quest and get a re-enter penalty. XP was not what we were after, but if that had been the case, the game would have let us down in which we wouldnt be able to normally progress in a quest we had finished.

Short version, with question: Althought extremely polite, the service provided was basically "Did you progress in the quest? Good, have a good day, may the Silver Flame guide you.". Again, that didnt address the issue.

Is that what I should expect from ingame service?

[donfilibuster]

Well, yes and no. The GMs can help clarify things when stuck or when finding a glitch, but have little power to correct any issues.
GM intervention can make you unstuck, reload a key that goes missing (provided it really goes missing).
Probably won't complete the quest if it bugged even though they do have that power, according to past complains on bugged quests i have read here on the forums.

For best results know that some GMs may be more helpful that others, you may be lucky but can't do a thing otherwise.
(unless u are on an unluck streak, since u got into the glitch to begin with)

And naturally provide as much detail as possible to increase the chances to not get a canned response.
Once a GM says your issue is 'not a known issue' you are directed to fill a bug report ticket.
Those are supposedly only used for dev review so the issues can get fixed 'in the future', which unfortunately doesn't include you.