What has GW support become?

This isnt a thread about an issue for which I require game support. It's a general inquiry about what general use the game support really is anymore.

I recently went through a month long process of submitting tickets over a hacked account from which all of my characters were deleted and over 4 years worth of game play/titles/items/etc was lost. My entire account full of max characters with elite armors and things that take forever to obtain..just disappeared. Throughout this process, I would submit a ticket, wait about 3-4 days, receive a "your ticket is still in queue" email, followed by a "how would you rate our support" email 1-2 days later with no response to my ticket.

At long last after about 6 ticket submissions, I received a statement that went about like this: "it looks like your account was indeed compromised, and we sympathize with your situation. However, our account rollback tool has not been functioning for nearly a year and it will not be operational in the future. Therefore, there is nothing we can do. Enjoy your adventures in Tyria."

Is this a joke? Accounts get hacked fairly often, sadly, and basically they say "you're sh*t out of luck? The game developers developed the tool, so how can they say it will no longer be functional?

Looking past this, compromised accounts get a link to reset passwords. Access codes that don't work get a new code or master override. "Bugs and glitches" get a serious of "what are your system specs and have you tried these moronically simple st steps". That's about it. Is this all support can really do anymore? They can't restore items, characters, and accounts that have been lost beyond the owners control? It seems to me this says "oh well, go play gw2. They have better support and account rollback if this happens." Like gw1 will die out eventually and this is part of the process of weaning people off.

Has anyone else experienced similar circumstances?

Yes.

You forgot to include their decision to no longer allow formally submitted reports of ban worthy offenses. You have to report in game and hope it reaches the player threshold to initiate a ban sequence.

My experiences with support have been pretty good actually. They took a couple of days to get back to me but that was over a weekend which I don't think they work on. They also addressed me as 'Richard', which is not even close to any name that may be associated with the account. Despite that, everything was handled well. It is disappointing how the account recovery and other systems fell apart with no acknowledgement or willingness to do anything about them though.

my account was stripped a while back also and i was given the same reply. rollback feature has broke and will not be fixed. safe journey!!. although they didn't delete my chars

anet did say that rollbacks dont work anymore a long time ago, so i dont get why this is new to some
i do agree they have to do something about it... but that might only happen if GW2 dies off slowly, and if they DONT make a GW3 (if they even have money for that now)

we'll have to take it as it is for now, and dont open unknown emails, not even when from ncsoft or anet (like spam i got telling me that GW and GW2 will be shut down, haha)

This has happened to me! I left the game for a long time because of 'life' and just logged back in to see if the people I used to hang out with are around, or if I could find them in GW2....but all my characters have disappeared!!

Yup this happened to me as well. I submitted a ticket and each time I got a response was from a different person. Some of them were highly incompetent and actually thought I was referring to GW2, not GW1. I provided screens and enough information to know who hacked me, and the ticket was submitted literally within minutes of the hack. They could not rollback obviously, and the only thing they could do was give me access back to my accounts and send me links to articles on how to keep my accounts secure. What's even sillier, is that Anet could not comply with some of the recommendations on account security in the articles. Anyways it was a mess.