Account Support will be available via phones from 2:00 PM to 6:00 PM Eastern Monday through Friday, and In-game Support is going to be available from 10:00 AM to 1:00 AM Eastern 7 days a week.
We realize this will impact your ability to contact a live support agent, however by making this change we will be able to provide you with the best possible customer service through our other support venues of emails, the forums, and Twitter. We also understand that there may be issues that you will continue to need live support for, and because of that we want to make sure that you are able to get in touch with a live agent every day of the week.
Our goal is still to get back to your inquiries as fast as we can. If you submit a ticket in game, even if a support agent is not immediately on hand, the next available GM will get back to you as soon as possible. For Account Support you can always open up a ticket at support.turbine.com, and if you call during the hours in which phone support is not available, you will be given the option to leave a voice-mail that we will return the next day if the issue has not been resolved.
Please continue to provide us with feedback regarding your support experiences via the surveys you receive, and feel free provide us with any additional suggestions via the support website here. We appreciate your feedback and look forward to hearing from you.
-Coldblue and River