Dear TOS support service,
Thank you for answer my question in a really shot time period !
However, your answer is 100% not the answer what I am looking for 
- I am hoping you guys can help me give back my gifts. Maybe those gifts is not a big thing for you, but it is for me (because the solution you provided to players is really unreasonable).
- I spent 30-40 min sit down here and writing a e-mail to you guys which means I still want make this process move forward.
- Based on my philosophy, everyone might made a mistake at beginning (my situation also), but they might have rights to fix this or get a better solution. Especially I didn’t know they will disappear in my mailbox at really beginning (even from Steam page, I didn’t notice any kinds of information which related to this topic at first time).
- I missed my EXP 30% buff gifts, and I just want to get them back, I am not asking something which is ridiculous.
- Couple of EXP buff is only 9 TP each, it is not expensive. But I will feel very sad since you just give me answer like this (customer return/exchange policy).
- Because I love this game, I played RO (Ragnarok Online) when I was in middle school. This is the main reason why I really love this game. It is not only a game but also the memory of my childhood.
- You are not stop me continue playing the game, you are breaking my heart of memory.
- Since your company is the agency for running this game (TOS). I really want customer service become better and better at least they can think about solution based on players side.
- I am not arguing the “gift”, but I am arguing why players cannot get a reasonable answer or better solution which they supposed to get.
- As you know, customer resources is a very valued resource for a company, especially game agency company.
- One player might have a similar situation, maybe there is another one, maybe third, maybe fourth, or fifth ? If people got answer like this, what they will feel? Sad? Mad? I think they will feel disappointed. In the end it will effect the user experience for playing the game.
- You might say," if you want to give up, or quit the game, then just do it ! We don’t care miss one player!" But if you think about us (players) like this, then you already failed at early stage of business. Based on business purpose, there is no reason for company physically or logically thinking players will “quit” the game just because they don’t satisfied their customer service.
- I am not sure how your company running or maintaining your customer department, but based on my working experience, at least I know the purpose for contacting players is “helping them, understanding them, in the end keep them playing the game”.
- I am not sure how much time you used for replying my ticket, 5 min? 10 min? or 1 min? Did you really think about players’ feeling when they saw your answer? Did you try to find out a better solution to let player feel better in the end?
- Please don’t tell me about something like “We cannot take care of this because our data team is not supposed to do this” or “our policy is not allow us to check the history transitions from back end”.
- I am working in back-end developing area for a long time and I a professional developers in real life. Even you guys think this is an extra work for IT department.
- I already tell you what I missed (5-7 EXP buff cards). In my opinion, there is no “limited policy” between customer service and players. The only thing you need to think about is, if you “trust” me and if you want “re-send” me the gifts and let player satisfied in the end.
Better solution?
- Help players get back their missing gifts, in the mail please mentioned that reversion solution will not be happened next time.
- Check their tickets history information, if this is their fist time, tell them please don’t do this next time and very careful about the gift in the mail box.
- If there is a ticket or the player already asked reversion gift before, based on your “policy”, you can say “However, reversion of expired Compensation items is not available as of the moment!”
- Show them where is the policy at beginning!
Thank you for reading, again, I am not arguing the “gift”, I am arguing the way you guys not doing well for giving a better solution.
Best Regards
Smileness