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tl;dr- If a bug exists that can be exploited to steal unbound Liang from you, customer service will NOT help you. Exploiting is welcome here, and you are on your own. Yes, this is Closed Beta, and bugs are understandable... but the customer service response is not, and is a great indicator of what is in store for players in this game's future. Be careful with your money in this game.
So about a week ago my gf was running through Chengdu when suddenly a divination request appeared. Someone asking to do "free" divinations. A quick check over the window confirmed what they were saying- 0 Liang was the cost! So she accepted.
Little did she know that there was a bug regarding the display of actual Liang cost. The divinator can set the price to whatever he/she wants and the user that accepts the divination will pay up if they have the funds available, all while telling the acceptor that the price is actually 0.
The result? She lost 500 Liang, or ~$15 USD in silver.
Fair enough. Since it was an exploited bug, and not simply a case of her getting scammed which a more observant player could have avoided, and it is a bug that apparently Snail games has been aware of since Christmas, it is fair to assume that the people who get hit by the bug will be reimbursed for the silver they lost, and perhaps there will even be consequences for the exploiters.
In any other game, that would be the case. But here? She opened a GM ticket today, expectant to resolve the issue and be on her way! The reply she received? They are aware of the issue, they will deal with it eventually, and they currently have no plans to reimburse anyone who falls prey to the exploit.
That... does not sit well with me. At all. To lose $15 USD to a bug that is known to the company but never made known to the public (unless you got lucky enough to read a forum post about it), and then not have them help deal with the matter?
The bug is understandable, this is closed beta, but the refusal to help your customer? Getting scammed is one thing- losing money because you didn't look at the window closely enough is something you deserve. But getting scammed due to an exploit and then being left in the cold by customer service is completely unacceptable to me. Maybe I've been "spoiled" by AAA MMOs like EVE and Guild Wars 2, where customer service actually cares about its customers, but I simply can't accept that letting a player lose $15 to an exploited bug is a good way to do business.
You are on your own in this game. Be careful how much money you put into it.