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Let me start this off by saying I am a fan of the game. Was very excited about launch, etc. The issue I am having is not related to gameplay, as I have no complaints about that.
For those of you that are not aware, Funcom also sells "Starter Packs" for your character. There are a few different packages and they are an additional cost to you. It is basically a cash shop transaction. I purchased a pack that included good starter weapons as well as a faction jacket, pet, etc.
Funcom opted to force all users to claim their pre order bonus items as well as extra purchased items through the in game cash shop. They were unable to keep the shop running yesterday. It was up and down frequently. At one point while it was up, I attempted to claim the extra items I had purchased. The cash shop was unresponsive but I kept trying assuming it was just lagged. I never received my items but today if I try to claim them again the cash shop says I already claimed them.
I have filed 5 petitions on this without a single response from Funcom in 30 hours. I would not be nearly as upset if these were just bonus pre order items but I actually had to shell out extra cash to get this package. The items are meant to be used in the early game and are useless after that. I find myself waiting to play through until I get the items I paid for, otherwise I feel I would be wasting money.
I love this game but not so much that I am blinded to something like this. They SOLD this stuff to us. At that point they should have made sure they could deliver it as well as provide support when things like this happen. When you sell items in a cash shop like this I think you open yourself up to being held accountable for not delivering them even if they are virtual items.
I hope this does not incite flaming, as I will not engage in an argument. The facts are very simple and as a customer I am being disappointed. I would like them to refund the money for the extra package but they will not even respond. I am beginning to wonder if the petition system even works.