My opinion is that the GM staff is doing a decent to good job.
I think that was great Customer Service. I had a legitimate issue that was resolved asap.
Maybe its just the people that have bogus issues that are unhappy with Customer Service? Who knows?
If someone is a paranoid & clueless drama king/queen they most likely will never be satisfied until a GM moves in with them to personally handle all their 'issues' ??
End of story.
I am quite pleased you were taken care of well. But don't be so rash and blind to the fact that theres other people with different experiences with UO Support.
I personally have had a mixed bag. Most times when paging a GM I get the generic canned message that nothing to do with my issue or help me fix it in any way. I mean it's not like I am going to page because I need to know where the nearest provisioner shop is. I've played 7+ years, I know my way around the game pretty good in terms of geography and gameplay / issues. So when I page it is because I generally have a problem that is outside the box.
That being said, I also had a problem once a couple months after HS was released that my tiller man completely disappeared while fighting a pirate. I paged a GM who was helping me to resolve the issue within 5 minutes. I've also had to page before to get bugged items removed from my backpack and been adequately helped. Though now I have an issue thats important and I am being told by the GM's that the issue was handled right and any further contact would be ignored. Which lead me to lodge a BBB complaint a few days ago, so just waiting on that.