From my short time playing with AG, primarily since the OB of Eden Eternal.. I would have to rate service, over all to be at least a 3.
These are my reasons.. There are five which augment where my points are out of 5. So suffice to say, 3 good and two bad.
Friendliness: You got a point here. Over all the GM and GS staff, in my opinion have been quite helpful and kind when it comes down to issues. Now I know many will disagree, but I have not been the victim of hacking or scamming. (I'm paranoid with my accounts and often have them so locked down that nothing gets in. And when it comes down to in-game transactions, well.. I'm as careful as they get. I often never buy from players unless I know them personally.) Over all, good job.
The Game: Well translated, I haven't found any translation issues; keeps me satisfied even though I tend to take the game at a slower pace instead of the many power levelers who are screaming 'omg there no content lol!'. There's plenty of content thus far, heck, I haven't even reached the cap on my characters simply because I'm not paying a bard to power rush me into Venin. It's not fun. So, another good point in there.
Events: Though they were choppy in the past, the past two have done well to redeem themselves. The EXP event was great, when a channel crashed the compensated by extending it. Good job. Also, though many would debate, the CS donation event for the Alpaca sanctuary, it's quite good. (Being an avid donator to foundations such as ASPCA myself..) Though personally I'd like to see a greater incentive for donating other than useless pet food. (Or I would like to see more combat pets for us to use these on.)
Now.. for the bad..
Botters/Spamers: They are everywhere. I honestly think we need an in-game system for reporting. By the time we place the coordinates, the screen shots on our image hoster of choice and get a post up, the Botter has moved on from the location and we have to do it again. Pay in mind, there are up to five, even SIX at a time in one spot on many channels and can be a daunting task for someone to constantly be willing to go to the forums to do this. And frankly, most of us don't want to exit out of the game just to upload screenshots that are not about ourselves being awesome to show off.. So, negative point here for not having some sort of report system in-game.
Cash Shop Driven Economy and End-Game: It says itself. Unless you're willing to pay real money, you can't make gold or get decent gear in game later on. (Or if you choose to lvl a bard and spam solo runs for Venin. I honestly can't get this right no matter how many times.) Most, if not all of the end-game gear tends to cost 1k+ gold, if not more, and making said items is near impossible without Cash Shop items (Corona Essences) as the rates for success are so abysmally low that it's just easier to buy the over-priced weapons and armor off the AH, or do without them entirely. Suffice to say.. If you don't have cash to spend on the game, you're SoL. (This and the Chance bags are over priced for the junk and horrible rates of actually getting something good. For the **** of it, I got at least ten of the bundles for a costume once, and all I got from them? Potions. And not stacks, single.. potions. A rip off of at least 20$ where I could have gotten far more bang for my buck. Suffice to say, and to anyone, I wouldn't buy these fortune bags ever again because the rates of getting something good are so horrendous. Mostly since that it's packed full of crappy, cheap items that don't make it worth the risk.)
That is my review, so I'm sticking to it.. 3/5 Aeria, could be better but there is always time to improve.