So I was disappointed with their reply. It's obviously not the amount it comes down to, but the principal of it. A little background. I got home from work at 3pm, and the server just got taken down for maintenance. It was supposed to be up at 11pm, which is a bit late since I get up at 5am to go to work. At 11pm I went on to collect the key, and go to bed. Was still under maintenance. Read Twitter, it's postponed by one hour. At midnight, was still down. So I went to bed. In the morning I don't have time to log on, so I missed out on my VIP reward that day. I thought I'd email ARC to see if there was anything they could do (of course there is). But this was a fairly bad response from them. So this is my reply back:
I don't think you understand, and that answer is completely unacceptable.
I understand that you have this as a free to play game, with a pay to advance quicker option. I've chosen the latter. I've spent my real earned money on a service, and because of unexpected server side issues, you as a company has been unable to provide the service I have paid for.
Imagine this; you go to a restaurant. You've heard great things about it, and the food is supposedly world class, however so is the price. You order oysters, some wine, and lobster as a main. After you've eaten your oysters, you await eagerly for the lobster, but nothing is served. You wait, and you wait, yet nothing. After an hour, you get inpatient, so you ask the waiter; "I'm sorry, Sir, it seems that you might have forgotten about the lobster." The waiter apologize, and explain that they are all out of lobster. You accept this, and ask nice for the check. You receive it, and they are still charging you for the lobster. You explain that this can't be right, but they just ignore you and make you pay. Now you might understand how I feel here.
Now let's play a game. What should the restaurant have done to keep a satisfied customer?
A. Apologized and removed the item from the bill.
B. Apologized and offered to provide a different meal.
C. None of the above, go fuck yourself.
I really think that option C is the wrong way to go about this, but hey, maybe customers being happy isn't that important.
Now let's try again. How can we fix this?