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A few years ago a dutch news paper ran a story that the Dutch don't like to compain in places like restaurants. They just never ever come back. This hurts small business only, a McD can always count on new kids being born but a small family restaurant might have a bad waiter they let go after that night but loose 10 customers for life and get tons of negative worth of mouth.
But a big game company? That ain't a family restaurant, they can always make up any angry customers who left with new blood. This can cause real arrogance. For instance, I once got the wrong pizza and never came back and I ate a LOT of pizza, for a small restaurant that was so noticiable that when I passed a few weeks later the owner actually came out and asked me if I was okay because they hadn't seen me in such a long time...
Well, your forget the extra cheese I payed for and since "everyone" knows that if you complain in a food place, they spit on your food (if your lucky) I don't complain, I just don't come back. I was amazed back then to learn from said article that I was not alone to think like that and have since confirmed it with other Dutch people.
I have so far not been treated bad by Areanet, I knew it would be a WoW light with cash shop, and so far it has been simple fun. Not a bad deal for the collectors edition price.
But say I left in a huff. Areanet would never ever notice. So they don't care. They just have to keep enough new blood coming in to replace those who left and they are doing fine. Same way McD doesn't care about service. I long since stopped going to those kinda places because I just don't accept the lousy slow service any more for the high prices they charge.
Customer service only matters when you are restricted to a small customer group you can't replace. Areanet is servicing the world. You are replacable.
You only get decent customer service if a company cares about retaining YOUR business.