Because you've left this as an open forum to our thoughts on your service, I will take this opportunity to ramble. I'm sorry if it's boring, but just stuff I've been meaning to say for a while now, both to AGE and to the players.
I'd like to think that I have even a vague understanding behind the customer service aspects of AGE coming from my customer service and technical support background. Having my experiences to aid my judgment I'm giving a 4 this month reflecting my dealings with Shaiya.
Yes, there was the 31 hours of server downtime due to a hardware failure. During this time I understood that if by "server side issue" you meant "hardware failure" that it would, in fact, take a while to fix. The problem is, though, that after so long without substantial information being given even I, a very strong defender of AGE when others are quick to blame with little to no evidence, began to wonder if I'd been taking the wrong stance all along.
In the end roguefeebo and GMtactics did a lot to restore my faith in both my assumption of the issue AND the ability for reps of AGE to be able to give us info we need (though it was extremely late in coming -- I can tell you from experience that as soon as the customers have an understanding of the issue the more complacent they are).
Yes, I understand that there are issues with Shaiya, namely the duping hack, but I don't feel you've ignored it outright. It would be nice if the issue would have been addressed sooner, as it would not have resulted in such a sucky game economy, but at the same time I'm balancing this with the fact that you have to discuss the problem with the game developers as well.
I know that in a perfect world you could just end your partnership with the developers if they don't provide timely updates. When I start to think about suggesting this to you the part of me that remembers we do not live in a perfect world kicks in and I remember that if the developers didn't deliver and you dropped the game you'd have a LOT of unhappy customers. I just wish that others would remember this as well.
One thing that I like seeing every month is a chance to obtain ap without paying cash in the forums. My opinion on UMs in Shaiya is that there is NO excuse for someone starting a UM to not have a rune because of these promos. If I know someone that needs a rune I like being able to point them in the direction of the forums and the Poker Heroes app on Facebook.
Anywho that's my two cents (and then some) on this month. Hopefully this next month goes much smoother and things start to pick up