I don't see why people are upset over this. In a game that demands so much work be put into a single character I see nothing wrong with wanting the option to change them down the road. People play MMOs for months-years. This might come as a shocker but people's tastes can change in that time. I sure as heck wouldn't want to have to drag myself through the story all over again, losing all my class progress and event items, just to change my race or appearance. I'd sooner quit then start all over. Nobody is asking SE to sell mounts or anything else that people are pulling out of their asses. I wouldn't want that either. It's just an appearance change option.