The Customer Comes SECOND

[mekia]

You're ignorant.

No, you are ignorant and self entitled. YOU can preview your character with your current gear on and check if it's like you want it. If you fail to check this button and make sure that you like it. Than it is alone YOUR fault and you screwed up. SE sold you the "item" you used and screwed up. Why should they fix your mistake?

[Purrfectstorm]

Fantasia was restored before because it was impossible to obtain another one after using the first one, and hence if someone said they made a mistake on the character they wanted, the item was restored as an act of good-will. No way is everyone entitled to get SE correct their every mistake. If they get help, that's good, but it should not be an expectation.

TLDR: Act of good-will/privilege VS entitlement

If I'm understanding things correctly, it's a ONE TIME restoration and SE formerly applied it to any item lost for whatever reason. This makes sense as some leeway should be given to players who make mistakes with their characters. A ONE TIME restoration is not very much leeway and a NO TIME restoration is well less than that.

Either way it's a far cry from correcting someone's EVERY mistake. I actually side with the OP here although I can see SE's point of view also. They did restorations before because Fantasias weren't offered for sale and now they are. Of course they want to make money.

Best thing to do to retaliate for any kind of customer service you are unsatisfied with (applicable to any company, for any reason) is to take your business elsewhere. Of course, OP probably won't do that over a Fantasia and hence why SE can take the position it has here.

[leoc85]

This is like...

"God I just made my wife pregnant and now that she has given birth to a baby who looks like her more than me...can you please restore the baby?"

[Purrfectstorm]

This is like...

"God I just made my wife pregnant and now that she has given birth to a baby who looks like her more than me...can you please restore the baby?"

Except it's not in any appreciable sense. Still funny though.

[Pantz]

They did restorations before because Fantasias weren't offered for sale and now they are. Of course they want to make money.

That is just a matter of perspective. If you want to see it as SE being greedy sure. But you can also look at it as SE being kind by replacing it when there was no replacement available in the past.


Let's think of some case scenarios.

1) A player somehow loses an item when he was using glamour and the server crashed.

In this case, it is definitely the player's right to get a replacement since it wasn't his fault and it was SE's fault.

2) A player loses an item because he wasn't aware and sold it, despite all the fail-safes SE has available to prevent it.

In this case, if SE restores the item, great. But in no way is it an obligation for SE to restore it.



Same thing here. If the player lost the Fantasia because the server crashed, he definitely deserves a replacement, like a friend of mine did just after 2.28. But if the player "loses" it because he wasn't happy with his own choice, then it's his own fault.

[Najara]

Fantasia was restored before because it was impossible to obtain another one after using the first one, and hence if someone said they made a mistake on the character they wanted, the item was restored as an act of good-will. No way is everyone entitled to get SE correct their every mistake. If they get help, that's good, but it should not be an expectation.

TLDR: Act of good-will/privilege VS entitlement

This is exactly right. If they 'refunded' you your original fantasia there would also be less and less people buying the new Fantasia and just going 'Oh well, the GMs owe me one because I haven't asked for it back yet.' As I said, there's nothing wrong with their decision.

[Ninix]

SE's customer support really is the worst. Of all the MMOs in which I've needed to interact with customer service, SE has been the slowest and least helpful. Blizzard, Arenanet, Trion, En Masse, hell even Carbine (who's customer support staff are swamped because the game has just launched) all respond more quickly and are much more accommodating, especially when it comes to item restorations. None of these companies put a hard "one-time" limit on restorations and don't put stupid restrictions like this on them. Hell, Blizzard has even an automated web service that allows you to restore accidentally deleted, sold, or disenchanted items once per 30 days. Not that SE should go that far, but it wouldn't kill them to be a bit more helpful.

[wicked-one]

"Im mad because when I wear a cloak my ears arent long enough"

Wow...just wow

Nailed it...

#FirstWorldProblems...

[Purrfectstorm]

"Entitled" just means that someone wants something that you don't personally think they deserve. People have different wants/needs. That's legit. Why throw a word around so much that it ceases to mean anything? Let's try to hear people's needs rather than putting them down. It's tough, I know, not really what we're used to but seriously let's give it a try.

[Purrfectstorm]

That is just a matter of perspective. If you want to see it as SE being greedy sure. But you can also look at it as SE being kind by replacing it when there was no replacement available in the past.

I didn't use the word "greedy" because I wasn't trying to make some kind of moral judgment about it. SE is a company providing strangers a product in order to make a profit. This doesn't mean that they're mean, greedy, or don't genuinely love what they're doing. It also doesn't mean that we customers are in any way being taken advantage of. We are, after all, CHOOSING to pay to play. I was merely trying to highlight that their handling of this situation has alienated at least one customer (the OP) and that customers have recourse should this occur.