Hello IMC, after receiving answer to my submitted ticket I am forced to write this letter to you. I am very well aware that there has been multiple similar cases, but that does not anyhow lessen how offended I am by your customer service.
First of all I want to state that if you would answer some of your tickets with hand wrote messages, I wouldnt be writing this right now.
Here is my ticket in nutshell.
I was complaining about ur very failure trade restrictions that managed to ruin pretty much all my joy for first month and half of ToS. I told you how ur trade restrictions have no logic and how they bankrupted me, only because it was my first trades in game and I hadnt been lucky enough to hear about how ur trading restrictions truly work nor been teached it in game nor had experienced trading in this game before.
- The situtation in my complaint was as following: I had karacha dagger on my other character, and I traded it for aias recipe. Then I went to market (with another character) and bought the materials to craft aias. This item had been core item to my planned build since the beginning of game, and I had tried to get my hands on it since beginning. I was so happy to finally reached the point where I was only seconds away reaching my ToS dream of given time. Then for my utmost disappointment when I tried to pass the recipe to my other character I found out that it is undtradeable even between my own team members. In my happines of finally being able to reach my dream I had been careless and didint notice even after the first fail, of trading dagger to recipe, that the recipe had become undtradeable and so I didint test if I can trade it in my team. So as said in my happy hyping I went and spent all my money + many hours extra farming for remaining needed money to buy materials only to have all of this locked in different character. Not to mention I managed also to lose my karacha dagger (ment to be replaced with aias). Now we all know this has no logic in it, since if only I traded my karacha first to same character with materials, there would never been any issues, making it only a bad desing and way too hard system.
- Now I said that I was careless, but we all know that it was not truly that, but the issue mentioned being huge noob trap.
Ok so here is how ur customer service reacted to this. Instead of giving me handwritten apology about the issue (which I as a real money spending customer would deserved) admitting ur failure in badly made RMT restriction that only showingly seems to affect players (not really slowing RMT at all, as we all know its still prospering) and hurt them in countless ways, you decide to add copy paste answer (that took you 2 weeks to make) saying that “the trade limit of item has reached its limit, we apologize any inconvenience this may caused to you”. This message only seems to me that you never even read my ticket, since I already said in the ticket that I know what happened. In these circumstances I cannot take this answer as anything else but “fu*k you, we dont care”. In all honestly, it would been better to never answer at all than sending this trololo answer.
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Now I understand that for Company with this many customers, specially one working only trough internet transactions related to video game and never having any kind of face to face relationship with customers, it may sometimes be so that you happen to treat customers only as objective money income. This might even be a choice of some companies, since they never get to these awkward situtations where their customer comes to shop to return something broken and given how easy online complaining is to bypass, or it can be purely accidental for it to turn out to look like that simply by the nature of business model and having weak customer support.
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This however cant or shouldnt be how things are. You have to remember we are not objectives, you are making this game for us, we are ur customers. You shouldnt take customers for granted, I for example have bought every DLC so far, all 3 original founder pack, all 3 discounted founder packs, even badly designed veteran and beginner packs, latest from only of my good will to support the game developement, not because it was a good product to buy. Doing so, I seriously am expecting to be treaded with respect and good manner, instead of getting copypaste answers with “fu*k you” content.
By no means this means that I am now planning to quit or even hesitating the slightest. I will remain your loyal customer, even that I am very saddened how you treat me personally. You cant deny the personal level of this specfic case since ticket is from ME to YOU and YOU answered to ME.
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However I truly hope that in the future my tickets will be answered how I deserve to be answered as a respectfull loyal customer who have spent and who will spend alot more money in this game. Paying customers like me, who endure all this hardship together with you guys and plan to walk this road for years with you, dont grow in trees everywhere around you.
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And even so that these kind of problems I mentioned in my ticket involve alot of customers, that doesent deny the fact that the problem is indeed in your game desing, in the information you give and how you execute your game. And for that reason (even that this is “just a game”, which I hope is not how u see things as a game designer) I feel that I should get somekind of compensation for the troubles I have suffered from these badly designed trading restrictions ment to prevent RMT, not to ruin gameplay of normal paying customer, and for the bad customer service I have received.
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Irrelevant message for white knights
For all white knights, as I said, this is a NOOB TRAP. Easy to make mistake for player who is not experienced with ToS and bad restriction or too used to other games, and who has too many gaming hours to pay focus to some hard to see small red text when trading, quick read makes u think ur weapon loses potential like ah, not that all material and recipes become CHARACTER BOUND. And even so, this does not mean that I should receive “fuk you” answer that just repeats what I already said. And btw, copy pasting the correct answer from ur answer list takes about equal time to write 2-3 sentences that take like 30 seconds?