Aion has a lot of great qualities, although one of the biggest issues in-game towers above pretty much any others: 24/7 in-game GM support. Whether it's gold spammers, bugs or some issue that goes above and beyond asking for help in guild chat -- constant GM support is essential for happy customers.
So you'll be happy to know it's coming very soon! At least, according to recent Twitter activities by the community team. As the weeks continue to churn for this newly hatched (at least in the west) MMO, having a quality support team is going to make or break many potential players' opinions when their hesitant friends ask, Aion"Should I pick up Aion?" Thus, this is good news. Not as good as it actually happening, but very close!