That depends on what you’re trying to get help for, they’ve got quite a few categories after all.
But your case can be summed up by either that it’s a bug in the game, and that will only make them refer you to reporting that there’s a bug and if it goes far enough as like with you then tell you to do a fresh install of the game. Because for one, CS agents on the website don’t really have access to things in-game, they can deal with account issues such as logins, payment issues if they’re in that department, characters disappearing from your list of characters, and so on.
But they can’t go into your game files and look at what you’re claiming is a bug. It’s not part of their job nor what they’ve got access to do. That’s why they refer you to just reporting the bug via the in-game support menu.
Secondly, in-game GMs can deal with things in the game world, like, let’s say you’ve bugged your character so much that you’re constantly being hit by mobs spawning every second around you and instantly hitting you. That’s what in-game GMs can help with. They can’t help you with your UI.
As for your in-game issues with the new UI, you’re gonna have to troubleshoot it. It’s your only option. Just dragging up the options isn’t gonna be enough, just renaming those folders isn’t gonna be enough, you’re gonna have to look at correlations and what might be causing it, as well as turn on the showing of LUA errors to see if the game client is reporting any errors when it happens and if so then what does it say.
You’re also gonna have to try a different computer, and so on. Troubleshooting is really boring and tedious, but that’s your only option other than quitting the game entirely.
And no, they won’t care if they lose you as a customer. Nobody will care if you quit the game.
If you need help troubleshooting it, then check out:
there’s even a topic about this very problem here:
Oh wow, looking at the history of threads in tech support, it appears no blues even visit that part of the forum these days.
Well, you can try here too: