Yeah customer service here is as HAMSTER as with all PWE games. It isn't gonna get better (given its been like this for many years). As long as they're continuing to make money they ain't gonna do anything differently.
Will be interesting to see if they learned their lesson from RaiderZ. Similar HAMSTER went down in that game and pretty much destroyed it cos they didn't deal with it properly. If a wipe is the only way to clear it up, so what? If you can't cope with wipes, don't play betas.