"The WoW Classic team has been working hard to authentically recapture the original World of Warcraft experience for adventurers old and new . Our approach to Customer Support for WoW Classic is built around upholding the integrity of that experience, while helping you with issues that keep you from playing." (Source: WoW Classic Customer Support and You)
Just quoting this here for people to see. They say they have been working hard to authentically recapture the original WoW experience, and that their approach to customer support is built around upholding the integrity of that experience.
- The customer support via in-game tickets which was used back in original WoW has changed. The experience now is that it is much harder to get in contact with a GM when you need help. Most replies are automated/robot-like, and the representatives are much less knowledgeable.
- GMs do not have the same capacity/powers now as they are unable to restore items by for example checking logs and verify if you are eligible for an item restoration or not.
It seems to me that the WoW Classic team is either
a) Outright liars who claim to have been working hard to achieve something which they obviously have not.
b) Ignorant about what the experience was like and therefore cannot replicate it.
c) Delusional and think they are actually providing us with the experienced customer service and support as back in the days.
d) Hypocrites who do whatever they like as long as it profits them.