PotBS - Revealing the Reimbursement Decision

Posted Mon, Jun 30, 2008 by Morvelaira

I want my item back!

When things go wrong with in-game items or money, it's common knowledge that a player will rarely get what they want out of a GM - namely a refund of the item or currency. Have you ever wondered though, what when into the decision to reimburse, or not to reimburse? Wonder no longer Pirates of the Burning Seas fans!

I spend most of my day dealing with support incidents along those lines. Everyone has a good reason why their particular claim is worthy. On the one hand, we should reimburse anything anyone wants. It’s a matter of customer goodwill. If you’re frustrated and angry and feel cheated, then we have a very undesirable situation on our hands. Our goal is NEVER to make you feel cheated. Certainly you should expect some loss – it’s a game: you win some, you lose some. But loss and cheated are different and cheated isn’t an experience you should have in the game.

For the full dev diary, please check the Pirates of the Burning Sea main site.


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