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Backstory: On the final night of the Kickstarter, it's funding was still in question. Goblinworks had a livestream so I asked Ryan a direct question: "Can I make an additional pledge which I owuld use to buy some additional accounts for my friends and transfer them over to them?" I was told that yes, when the "survey" was released I could simply list their paizo accounts and have it linked to them.
So... flash forward a few months and we get the release of the "Fulfillment Tool" which replaces the "Survey" originally discussed. Well... this tool allows me to purchase more add-ons, but not transfer these accounts to my friends as originally promised. The hope was that they would up their pledge to match mine and get earlier access (I only bought 2 additional $35 accounts so they just come with 1 month early access). I send an Email to their support and I get this response:
You can work with your buddies to arrange a reimbursement to you, from them, for you to add whatever add-ons that they would like.
If you have any further questions or concerns, please let me know. Thanks!
7120 185th Ave NE Ste 120
Redmond, WA 98052-0577
Phone: (425) 250-0800
Fax: (425) 250-0801
REALLY? This is their response? I should just charge more stuff and collect the money from them? Screw that. I already paid over $200 in pledges to a game that doesn't exist yet. Now you want me to function as a Western Union as well? Sorry no, I don't think so. If you cannot even figure out how to take the money customers want to give you that doesn't bode well for the future...
So, while their response was timely and they DID respond... I think the actual response may be one of the worst in the history of customer service. Any thoughts?
"I should point out that no other company has shipped out a beta on a disc before this." - Official Mortal Online Lead Community Moderator
Starvault's reponse to criticism related to having a handful of players as the official "test" team for a supposed MMO: "We've just have another 10ish folk kind enough to voulenteer added tot the test team" (SIC) This explains much about the state of the game :-)