My conversation with Anet (Gaile Grey) Regarding Extreme Makeover/Namechange packs

This is a conversation with Anet and others about the new products that have been put out on the In-Game Store. If you read this in its entirety and have any level of understanding for business and basic mathematics, you might feel as outraged as I am about this issue. That said, I am posting this to warn [HOD] about making these purchases, I hope you are well aware of this situation before you spend your or your parents hard earned money on Anet products. Read this at your will, while sitting there death leveling or waiting for the update on the zaishen quests for the day, and use the knowledge to spread my words to all of your friends. Please note, this conversation was deleted after my last entry, and my only suspicion is that they cannot handle being outsmarted by customers.

I once described a high level of dissatisfaction over these products, and you suggested that I ask the support team about the idea that I had; “I just want to say I think the option to change the names of the characters is a great addition, especially if people who get banned for offensive names are allowed the chance to rename the offensive name character, but the extreme makeover pack is not satisfying. I changed the gender of my male mesmer Llewelyn Staciakiir and renamed him/her as Lia Staciakiir and did the same to my female elementalist who was originally Lia Staciakiir (i had given one of them some other name temporarily so I could just keep my names). After all of the money I spent on the 2 gender switches and 3 name swaps I am greatly disappointed that not only does the armor they were wearing still have the original name on it, but so does any armor I create or purchase since. I do not see any other way to return or even complain about this issue. I do not like having armor Customized for Lia Staciakiir on my Male Elementalist who is now named Laucian Staciakiir. I would like the opportunity to get my characters back to the way they were before the purchase, and if I may use the money that I would get back to have additional character slots (and if there is any left over after 7 additional slots I would like as many xunlai panes as I have credit for at that point). With my solution, Anet does not need to give back any money, as I would rather have the characters anyway, I just want my old characters back. Is there a way we can arrange this? --Stack 18:23, 21 September 2009 (UTC) “ I did follow your suggestion, however, the support team responded telling me that I have to buy the rename and extreme makeover package again for both characters if I want to get back what I had before I spent any money. So now I have to spend $60 per character ($120 total) in order to have what I had prior to the transaction where I got a female character with armor that is dedicated to the male original character and vice versa? I have been more than fair asking for a simple even exchange, where we have a win/win situation. If you prefer, I can instead take the money I would have spent on Guild Wars 2 and spend it on Guild Wars 1 to be satisfied, then just not buy the collector’s edition as I planned to, then I will be stuck in Guild Wars 1 when all of my friends move to GW2, grow bored because they do not play 1 anymore, and leave your franchise for a competitor, like Diablo 3, WoW, or another. I thought the idea of business was to retain customer loyalty, but I can see that is not a priority to ANet, but rather just finding ways to take your customers money is more important to your company. I am not asking for miracles, I am not asking for refunds, I am not asking for free stuff, I am only asking for an even exchange of products I do not like to get others that I will be easily satisfied with.

I dont agree with you. When you buyed the make-overs and rename stuff you could have known that your armor wasnt renamed etc. There is a FAQ for it. And Now you don't like it and want that anet changes it for free? Well its just as buying a real life product. Can you change a car which you have used already but found out the that he uses 1liter for 10kilometer for a other car who uses 1liter for 30kilometer? Not that I know same goes for this ingame item. You buyed it with real life money and you did already buy it and you just haven't reviewed how and what. Just as the car example. I don't think it is fair if anet gives you new items in exange for a uses item(or tried out item). You just need to buy it again I am afraid. I hope you have learned from you mistake and read next time FAQ etc before buying stuff in a hurry. And at last if anet would/will give you what you want alot of other people come and want the same. So I don't know how Gaile thinks about this. But I think you don't get other items for it. Death Slighertalk: Death Sligher 21:48, 25 October 2009 (UTC)

What you should do is realize that you are comparing 2 products which are dissimilar in many ways, but the biggest mistake in your analogy is that a car that you have used has milage from its use, the products which Anet offer gain/lose no value from use. I will take this opportunity to compare the situation to something more viable: Retail Clothing Stores, you purchase an outfit, take it home, put it on, experience cognitive dissonance, decide you do not like any number of the items, and bring it back for exchange of item(s) of greater interest, or refund (usually within a period of time designated by the company's return policy CLEARLY STATED on the receipt. In this scenario, however, you have the company refusing to just exchange an item for another item in order to satisfy the customer. No value lost, no money refunded, just a simple edit to the customer's account. Further, the details related to the FAQ about the inability to get armor/items customized for the new name, this is not clearly marked on the label, therefor, one must think there is a catch in advance rather than trust Anet that satisfaction will be guaranteed, and seek the answer to a question that should not even be an issue. I feel it is appalling that anyone think this to be good, honest business practices, and wonder what the Better Business Bureau would say in regards to this system. I think the person who suggested that this practice be assimilated to Anet's policy ought to be relieved of their position post haste. I am even more disgusted with the arrogance of the replies defending such behavior. To charge 25% of the original sale price of the game itself for an upgrade, then give that upgrade a defect which is unsatisfactory and cannot be changed, then expect the customer to purchase an overlaying replica of the product just to reverse the effect at 100% loss to the customer is disrespectful and dishonest. If this is how things are to be done, there ought to be a disclaimer right on the page where we purchase the item stating very clearly that there is no possibility for appeasement upon dissatisfaction, and that detail which the former name of the character will be forever designated to the old AND new armor. Denial of the truth in my words is ludicrousness. You are likely to lose many loyal customers over this, and prevent possibility of some new ones who hear of these business practices prior to purchasing your games. I highly suggest that this conversation be shown to higher authority in Anet Corporate Office for review. I am certain that higher officials would see the reasoning behind this argument. I am now convinced that hands are tied at certain levels, but I am faithful that someone wants Anet to stay in business by retaining their client base.

I am sorry that you are dissatisfied with the answer that you received from Support, but I do understand that it would not be possible to provide free character renames and refund the money spent for the original renames, or to provide additional free merchandise in the form of storage panes to compensate for what was an avoidable customer error.

Details about armor customization and names are provided prior to purchase. In fact, it's called out quite boldly so that customers are fully informed about the way that renames work. Renames are for the visible names of your characters -- the names that everyone else in the game sees in town, in matches, in the chat/trade/whisper window, in global announcements (such as title acquisition), etc. I appreciate that you would like the armor name that you alone see in your character screen to match the new name of the character. I agree that it would be very nice to have that happen. However, it is not possible. It is important to note that armor names cannot be seen by anyone but you. The items are correct and functional. The visible names are correct. The only issue is what you see on your private screen.

If you are concerned about this situation to such a level that you wish to purchase name changes and revert your character names, you are welcome to do so. But what you are proposing does not appear to be an "exchange" in the normal sense of the word. It seems that you are requesting that the company provide free renames and then give you other free merchandise. Death Sligher's comments are quite sensible; I hope you will take them on board. And again, I'm sorry that you are dissatisfied, but the answer from the Support Team seems reasonable, given the circumstances. -- Gaile 23:14, 25 October 2009 (UTC)

I am sorry that you are still believing that I am asking for a refund, or that what I am asking for is not an even exchange. Let me put it into simple equation for you: Extreme Makeover Pack x 2 @ $9.99 each + Rename Pack x 3 @ $14.99 each = $64.95 AND Character Slot x 6 @ $9.99 each = $59.94 ][ As you can see, you are still up $5.01 for the exchange that I suggest, which COULD be refunded to the credit card I used or perhaps I will use the credit on my account toward the purchase of the 2 more character slots i would need to complete my collection (giving me 1 character of both genders for all classes + 1 PVP Only slot), and all xunlai upgrades in the future if I got what I want here. YOU DON'T LOSE ANYTHING AND YOU GAIN MORE SALES!!!! Now, please, for all that is reality, tell me, WHY this is such a problem?

What you're asking for is for them to exchange one purchase for another. If you were dealing with physical products, this would be a nonissue for most companies. However, when dealing with nontangible goods, such an exchange results in a severe loss for the company. The name change information released by ANet states that only the visible name of your character will be changed, and that all customized equipment will retain the old name. You chose not to read this statement, or to disregard it, and are now complaining to support about it. At this point, it becomes negligence on the part of the consumer (meaning you). So what you are asking for, whether or not you realize it, is for ANet to undo your mistake at no cost, and give you $60 worth of goods as compensation for your mistake. No company dealing in nontangible goods would do such an exchange. It's like asking someone to paint your house, and after their done realizing you don't like the color, and asking them to repaint it for free. It's simply not going to happen.--Pyron Sy 12:15, 26 October 2009 (UTC)

Again there seems to be an issue with comparing this non tangible exchange to a tangible exchange. In your analogy the painter LOSES money on supplies when they compensate the person who does not like the color they chose first. Here, there is no money lost since there is ZERO cost of performing the service other than someone typing on their computer. Now if you are going to tell me that people think that is such a laborious task, that it is too valuable to do, then there is a strong misconception of value here. Next let us discuss your claim that I CHOSE not to read or to IGNORE the FAQ page. I had no idea it existed prior to support telling me to read the page when I inquired initially about this issue. I purchased these products from the in-game store, where it said nothing about these details NOR directed prospective buyers to the FAQ page before they pay, which either makes this transaction a legal issue on grounds of bait and switch or an unethical situation which is going to lose potential sales in the future when our consumers recognize it as a scam. I have already started releasing information about this conversation to people in the Guild Wars Community, and there will be considerably fewer sales on these products due to my influence. I am sorry it had to come to this, but unfortunately, you are performing a dishonest practice, and your consumers have a right to know, before they fall victim as I have.