Why does NCSoft continue with the worst online support from any company out there. And I'm not talking about games or MMO's. The capcha boxes aren't even legible. I might as well got to /r/space****s on reddit and use any word in the comment section. Doesn't matter...
I always get good feeback and answers from the support. Since several years. Same with captcha, and if you have any problem feel free to listen to it
No GM ingame ? They are ingame, but you can't contact them because they mostly check players. If you have a question / problem, you just have to contact them via this site : https://lineage2.custhelp.com/
Bugs ? You may know that NCWest (where we play) can do nothing about bugs. When a bug is found, he is checked by the QA guys and sent to Korea, where the korean devs will fix it. Therefore it explains why it could be long to get bug fixed.
I have only ever seen an actual GM come to me in game twice in C1 and the second time was for abusing a terrain glitch in the bottom of SoDa (school of the dark arts). The Gm kicked us to town and warned us not to do it.
I have seen them at FI for buff events,but the best way to get in game support now is by sending a ticket through the site. I honestly have had no issues with that, it works, they respond as fast as they can. You just have to be patient and realize that this game isn't the best when it comes to support. Most of us who've been playing it since beta are used to this. The new comers however don't understand it.