HoYoverse Discontinues WeChat Dedicated Customer Support: Streamlining or Abandonment?

Recently, news broke that HoYoverse has shut down its dedicated WeChat customer service channels for 'Genshin Impact' and 'Honkai Impact 3rd,' sparking heated debates within the NGA community regarding the company's service changes.

The 'dedicated customer service' (zhuan shu ke fu) refers to a direct line for high-spending 'whales.' While many players jokingly remarked that these representatives were 'useless,' their removal has raised concerns about a decline in service quality, with some cynics even jokingly suggesting this is a sign of the company 'running away' (a common internet slang for 'shutting down and disappearing').

Speculation regarding the motive for this shift is divided. Some suggest the official team is centralizing support channels into the HoYoLAB app for better management. Others argue that AI-driven support is becoming the industry standard, and human-led dedicated channels are being phased out as a result.