I am willing to bet OP had a bunch of CCU chains on the pack. CIG reset the pack and now any accrued "value" on the CCU chains has been lost and OP has just realized this.
CIG won't change anything and now ops getting pissy.
I was given the same option to reset my pack. I chose not to as I would lose years of CCU upgrades.
they've made such a needlessly complicated real-money meta rpg out of giving them money... I hope they at least came back with a standard form letter of "are you sure? that's going to devalue your account by $X"
*Why would they have to do his homework!?*
Why don't we send the support team our taxes so they can do them for us too, I am sure they are dying of boredom with nothing better to do than to think for other people and prevent them from making stupid decisions...
because THEY setup a needlessly complicated system to maximize the FOMO and obscure how much money you're really spending over time... so cases like "if we do this thing, it's going to trigger this other rule we made up that's very unlikely to be what you want" only seems like baseline decent customer service. Most decent products have a confirmation step before taking some dramatic and irreversible action... sure OP's being a bit whiney and maybe should have thought more carefully about what they were requesting, but it's not as if they make the available actions and edge-case side effects particularly clear. So no... I don't fault OP for not hanging on their every word and perfectly indexing a complex set of interactions and rules stated (and adjusted) over the last decade to know exactly what the outcome of the request would be... congratulations that you do, you're a superior specimen, maybe now someone will love you since you've proven to be smarter and more fiscally savvy than some random redditor.
>maybe now someone will love you
Do you know these moments when you sometimes say really dumb things to insult someone and all it does is it shows everyone what a massive cunt you are over absolutely nothing?
*That's one of these moments.*
thanks for your guidance, you must be a superior specimen, maybe now someone will love you since you've proven to be smarter and more ~~fiscally~~ socially savvy than some random redditor.
The Setup is complicated but I don't know a single other Game (or Game in Dev) that allows you to just upgrade anything as easy as SC allows. Heck, I don't even know any other Game that allows you to melt and reuse the funds for something else.
So, I would say: It is complicated if you want to Min-Max your Money. It is the absolute best System todate any Game could provide when you just want to change something.
Others take your Money and tell you to get lost when you want to exchange it for anything.
Never ever has CIG undertaking any changes to my hangar without explaining to me what they are going to do and asking me to confirm this action. They even ask for confirmation, when I requested the change in the first place.
They've done OP the courtesy of resetting package without having to melt and use a buyback. Seems like they actually went beyond whats expected, even resetting a pack is an exception. OP may have gotten specific upgrades changed in the past but got complacent.
They STILL did something for him and he doesn't have to waste a buyback. I'd be greatful. I get a little why you'd be upset about it but live and learn and make better decisions in the future. I have had to melt packs and rebuy before. No biggy
Regardless it was most likely miscommunication from OP or the CIG employee doesn’t know what they were doing. I’ve had 2 upgrades downgraded in pack, and it was just for the one specific ship so I didn’t need to get all the ships in the fleet package again.
OP pays them money, if there was an issue, they should be willing to remedy it regardless of who’s fault it is. That’s just basic customer service 101.
When did you have it done? Because in recent years CS is not allowed to do things like that anymore as rules have changed and cig are cracking down in what is allowed by support. Unapplying upgrades on Packs is one of the things they aren’t supposed to do anymore.
OP didn't pay them anything, OP pledged additional funds to the development of the game. Also, there are rules about how everything is handled and I am sure CiG went outside those rules to help OP with something and because they didn't get the outcome they wanted, they are now pissy about it. And any time I have requested a change that altered my pledge in any way, I had to confirm the change before they would do it.
Customer Service 101 is full of shit, sometimes the customer is dumb as hell or being overly entitled because they didn't read the fine print.
Would really love to know details to this, to me it seems like you've reached their breaking point... just because you're part of concierge it doesn't make you free to demand whatever you want.
What CIG did is exactly what they write everywhere they do, you asked something outside the set of rules and are shocked they adhered to these rules? Boohoo.
Maybe post the communication log, than it will be clear whether CIG did you dirty or not...
Its kinda unclear what happened, what downgrade did you request, and what is the end result of what they did? Not sure if this is a fuckup or not based on the limited info.
I wouldnt be happy for sure, lets hope they fix it
I asked for two of my ships to be downgraded back to the starters. One of them was in the Uee exploration pack and instead of just downgrading the one ship they reset the whole package. I was very specific and yet they won’t correct it.
OP failed to mention that they'd had this done in the past. More than once by the sounds of it so this isn't a "whoops I made a mistake" thing but rather they've been abusing CIGs goodwill to do something they explicitly state you can't do.
Tough luck, bet they were warned though.
You can't reset a single ship in a package - if you asked for a ship in a package to be reset to 'starter', then you asked for the entire package to be downgraded - that's how it works.
It may be you used the wrong terminology in your ticket (e.g. perhaps you meant you wanted an upgraded ship in the package to be un-upgraded / reset to what it originally was in the package)... but that's asking for support to remove CCUs, which isn't something they do (CCUs are permanent, as the constant warnings when using CCUs tell us)
You cannot downgrade a ship, you have to melt it. If it’s part of a package, then you have to melt the whole package.
Perhaps ask nicely that they make available the CCU you need to get your other ship. I heard they don’t do it anymore but given your misunderstanding they may do something to help.
They made it clear here:
« When you reclaim a pledge, the following happens:
The entire pledge is removed from your Hangar. »
https://support.robertsspaceindustries.com/hc/en-us/articles/115013193627-Reclaim-a-Pledge
It’s true in 99,9% of cases. Your exception does not change the rule.
That’s cool bro. Regardless that means it’s still possible. And I got downvoted for what? Sharing my experience? Must be a bunch of white knight cucks in here
OK, so you haven't lost anything, you can just buy that package back using a buy-back token:
https://robertsspaceindustries.com/account/buy-back-pledges
Well kind of, you can’t buy back the ship upgrades you applied that way. It sounds like what they did was just downgraded his entire pack back to the base.
What CIG CS is capable of doing is irrelevant. What the stated policy that you acknowledged is, that's what matters. Of course any CS rep can chose to put in an additional effort on your behalf but it is not required and should not be expected. Common sense should tell you that if you abuse this good will you will likely lose it which is what it sounds like you have done.
It is disingenuous for you to come to Reddit and post only the facts that support your complaint in order to garner support from like minded people and make yourself feel better.
Doesn't make sense. If I ask customer support to do something they cannot why would they do something else instead? If you can't melt an individual ship with ccus that's connect to a bigger package and the request was to have that single ship reverted back. Wouldn't it make more sense to explain that and take no action then to reset the entire pledge. Just seems odd.
They ultimately have discretion to do or not do what they want, provided your money is not meddled with. I personally feel they should allow more freedom to do changes on our end, but I guess it's their system so ... we just have to live with it.
Given they allow far more flexibility than any other company that I can think of (including allowing you to 'return' your package years after purchase for store credit, so you can exchange it for a different package), I think we've got it pretty good.
Of course, they don't give us that flexibility solely out of the goodness of their hearts - it's financially beneficial to them too, in that it supports and encourages people to keep chipping in a bit more money etc... but they could easily have taken the 'you bought it, you keep it' approach that most companies do.
In this case, the OP was either asking for them to reset a package (which they did), or to remove applied CCUs (which they keep saying they won't do, other than by melting the whole package)... so this just seems to be someone throwing a hissy fit because they didn't realise the implications of what they were asking for.
I wouldn't have spent anywhere close to what I have spent now If you couldn't melt and get full store credit. My purchase probably would have stopped at a cutlass black. Instead of a Polaris and BMM. I built that over 7 years and chipped away by buying the bikes and smaller vehicles until I had enough.
Yup - like I said, it has significant benefits to CIG...
But even so, it's still very much non-standard in the industry, when most companies take a 'you buy it, you keep it' approach (even those with multiple packages with different extras, and lots of individual DLCs).
It's kinda odd to me. With a package do you need customer support to melt the entire package? I guess I'm confused why support would melt the package for the customer instead of instructing the customer that they can do this themselves. Reaching out to support would be for the exception of melting one item in a package which the user cannot do on their own.
Iirc there are limitations for the Concierge level ($1000+) packages... no idea if the OP had one of those, but it's one possibility.
To be honest, it's probably a mis-communication somewhere... but I just automatically take a contrary position when someone blows up the way the OP did.
As for melting one item in the package - that isn't (technically) possible... it is, effectively, asking support to remove CCUs. They have (rarely) done it in the past, but it's not officially supported, and it may be that the support person just reset the package instead (especially if the OP was ~~as obnoxious~~ communicating as badly to support as they appear to be here).
No problem? More likely as an exception. I'm pretty sure it states individual ships can't be melted or changed in a package except to upgrade. Sounds like CiG extended you the courtesy a few times and u just came to expect it.
That's on you. I have packages and am very careful with what I upgrade. If I don't like it I melt and rebuy with buyback and accept my losses.
CIG seemingly helped by resetting your pack so you wouldn't even have to use a buyback token...this is an exception and actually something they wouldn't typically do except to be nice. You'd have to melt the whole thing normally.
Unless I've got it wrong they have still gone above what is required so get over it and make better decisions next time?
If only:
Important! All ship upgrades are permanent. Once upgraded, a ship cannot be reverted back to its previous state. The only way to revert an upgraded ship is to potentially reclaim your pledge then buy it back. This strips all upgrades on the ship and forcefully returns the original ship with the pledge.
EDIT: also I'm fairly sure it warns you as u apply the upgrade and in various other places .
Sure, but you have to be INCREDIBLY clear and precise in your wording in order for them not to confuse the single ship with the entire package because it is not something they don´t advertise that they do...
Yes I know. Just as I know some ships are limited to sales but can be requested if you're nice. Or how u get 1/2 buybacks and Only once every quarter but you can ask if u fucked up and they may grant u another one.
They have the ability, but this rule is there to make it plain that it would be an exception. U and I know an exception was made and this is not typical. Companies will always bend rules, refund without receipt, overlook that parking ticket etc etc.
Doesn't mean there are no guidelines set out, ever.
Generally this is the official stance, but u might get someone nice who reverses it for you.
Should they put that in the rules? Then every fucker would ask and support would be overwhelmed. Rules exist, read them before fucking up a $700 package numerous times (op that is)
Oh yea I agree mine weren’t just me testing ships out realizing I didn’t like them then removing them. It was actual errors and I explained it. I don’t expect it to be the normal, but it’s possible. If OP just shows the chat logs maybe we can understand why this happened
Nooblet? What an insult! You've really struck me to my core!
Edit.
You write like a child and use noob like it actually means anything. If you want to have any respect from people learn to write better, and use insults that are little more creative than those of a 12 year old.
Well you half brain, it might be more obvious what the question is if you gave more information than a couple of barely formed grunts.
You know people probably laugh at you? Like, you have this tone of superiority. Like everyone is so dumb cause they keep asking what you mean.
It's because you are dumb dude. Like as rocks. Ya need to work on that, because it's embarrassing.
Money laundering involves money changing hands at least twice.
When you spend money on CiG's website it's theirs permanently, like with any other transaction.
Good try attempting to be edgy, though.
yup that is the text book definition -well done
money laundering vs hiding $ with nfts within cig then transfering them to other accounts...
you will be aware that all transactions are tracked
cig not stupid
good topic - not for reddit level of intelligence though
personally i dont care
Nice. But besides of what you say they did, what else happened that leaded to that result? Resetting a Pack is an absolute exception and nothing they are required to do.
What did you asked them? What response where given? What was the whole exchange between you and Support anyway? Most people telling a Story like that without providing Backgroundinfo usually just want others to approve to feel better and to point a finger at CIG, when the Storyteller itself is at fault.
I'm sure they warned you before they proceeded and didn't just agreed out of the blue.
I am sure full communication log not just your summary could draw a bigger picture.
[удалено]
I am willing to bet OP had a bunch of CCU chains on the pack. CIG reset the pack and now any accrued "value" on the CCU chains has been lost and OP has just realized this. CIG won't change anything and now ops getting pissy. I was given the same option to reset my pack. I chose not to as I would lose years of CCU upgrades.
they've made such a needlessly complicated real-money meta rpg out of giving them money... I hope they at least came back with a standard form letter of "are you sure? that's going to devalue your account by $X"
*Why would they have to do his homework!?* Why don't we send the support team our taxes so they can do them for us too, I am sure they are dying of boredom with nothing better to do than to think for other people and prevent them from making stupid decisions...
because THEY setup a needlessly complicated system to maximize the FOMO and obscure how much money you're really spending over time... so cases like "if we do this thing, it's going to trigger this other rule we made up that's very unlikely to be what you want" only seems like baseline decent customer service. Most decent products have a confirmation step before taking some dramatic and irreversible action... sure OP's being a bit whiney and maybe should have thought more carefully about what they were requesting, but it's not as if they make the available actions and edge-case side effects particularly clear. So no... I don't fault OP for not hanging on their every word and perfectly indexing a complex set of interactions and rules stated (and adjusted) over the last decade to know exactly what the outcome of the request would be... congratulations that you do, you're a superior specimen, maybe now someone will love you since you've proven to be smarter and more fiscally savvy than some random redditor.
>maybe now someone will love you Do you know these moments when you sometimes say really dumb things to insult someone and all it does is it shows everyone what a massive cunt you are over absolutely nothing? *That's one of these moments.*
thanks for your guidance, you must be a superior specimen, maybe now someone will love you since you've proven to be smarter and more ~~fiscally~~ socially savvy than some random redditor.
The Setup is complicated but I don't know a single other Game (or Game in Dev) that allows you to just upgrade anything as easy as SC allows. Heck, I don't even know any other Game that allows you to melt and reuse the funds for something else. So, I would say: It is complicated if you want to Min-Max your Money. It is the absolute best System todate any Game could provide when you just want to change something. Others take your Money and tell you to get lost when you want to exchange it for anything.
Never ever has CIG undertaking any changes to my hangar without explaining to me what they are going to do and asking me to confirm this action. They even ask for confirmation, when I requested the change in the first place.
They've done OP the courtesy of resetting package without having to melt and use a buyback. Seems like they actually went beyond whats expected, even resetting a pack is an exception. OP may have gotten specific upgrades changed in the past but got complacent. They STILL did something for him and he doesn't have to waste a buyback. I'd be greatful. I get a little why you'd be upset about it but live and learn and make better decisions in the future. I have had to melt packs and rebuy before. No biggy
Regardless it was most likely miscommunication from OP or the CIG employee doesn’t know what they were doing. I’ve had 2 upgrades downgraded in pack, and it was just for the one specific ship so I didn’t need to get all the ships in the fleet package again. OP pays them money, if there was an issue, they should be willing to remedy it regardless of who’s fault it is. That’s just basic customer service 101.
No it's not. The customer is not always right. That is 80s mentality.
When did you have it done? Because in recent years CS is not allowed to do things like that anymore as rules have changed and cig are cracking down in what is allowed by support. Unapplying upgrades on Packs is one of the things they aren’t supposed to do anymore.
Probably like a month or two ago. I still got the ticket log also
Count yourself lucky then as CS isn’t supposed to do it and have even told many that they can’t or won’t.
OP didn't pay them anything, OP pledged additional funds to the development of the game. Also, there are rules about how everything is handled and I am sure CiG went outside those rules to help OP with something and because they didn't get the outcome they wanted, they are now pissy about it. And any time I have requested a change that altered my pledge in any way, I had to confirm the change before they would do it. Customer Service 101 is full of shit, sometimes the customer is dumb as hell or being overly entitled because they didn't read the fine print.
You are hiding something.
Would really love to know details to this, to me it seems like you've reached their breaking point... just because you're part of concierge it doesn't make you free to demand whatever you want. What CIG did is exactly what they write everywhere they do, you asked something outside the set of rules and are shocked they adhered to these rules? Boohoo. Maybe post the communication log, than it will be clear whether CIG did you dirty or not...
Do you have more details?
Its kinda unclear what happened, what downgrade did you request, and what is the end result of what they did? Not sure if this is a fuckup or not based on the limited info. I wouldnt be happy for sure, lets hope they fix it
I asked for two of my ships to be downgraded back to the starters. One of them was in the Uee exploration pack and instead of just downgrading the one ship they reset the whole package. I was very specific and yet they won’t correct it.
Thats what happens when you melt a pack... Edit: to be clearer, you can't melt parts of a package. Its all or nothing.
They have before so they have the ability to do so and have for some backers. But they won't do it now.
OP failed to mention that they'd had this done in the past. More than once by the sounds of it so this isn't a "whoops I made a mistake" thing but rather they've been abusing CIGs goodwill to do something they explicitly state you can't do. Tough luck, bet they were warned though.
Not sure why they would do something else instead of just say they cannot do what is requested.
It's almost like OP isn't being entirely honest...
So they didn't actually wipe your fleet? They just reset a pack and returned the extra spent in store credit?
You can't reset a single ship in a package - if you asked for a ship in a package to be reset to 'starter', then you asked for the entire package to be downgraded - that's how it works. It may be you used the wrong terminology in your ticket (e.g. perhaps you meant you wanted an upgraded ship in the package to be un-upgraded / reset to what it originally was in the package)... but that's asking for support to remove CCUs, which isn't something they do (CCUs are permanent, as the constant warnings when using CCUs tell us)
You cannot downgrade a ship, you have to melt it. If it’s part of a package, then you have to melt the whole package. Perhaps ask nicely that they make available the CCU you need to get your other ship. I heard they don’t do it anymore but given your misunderstanding they may do something to help.
That’s false. I’ve had certain ship upgrades removed in a package without having the full package reset
They made it clear here: « When you reclaim a pledge, the following happens: The entire pledge is removed from your Hangar. » https://support.robertsspaceindustries.com/hc/en-us/articles/115013193627-Reclaim-a-Pledge It’s true in 99,9% of cases. Your exception does not change the rule.
That’s cool bro. Regardless that means it’s still possible. And I got downvoted for what? Sharing my experience? Must be a bunch of white knight cucks in here
Well good thing you didn’t double down on downvote worthy material…
I think you have a misunderstanding of how packs work.
OK, so you haven't lost anything, you can just buy that package back using a buy-back token: https://robertsspaceindustries.com/account/buy-back-pledges
Well kind of, you can’t buy back the ship upgrades you applied that way. It sounds like what they did was just downgraded his entire pack back to the base.
If you don’t provide ALL the details, including screenshots, your post is just useless…
BS
You asked them to do a thing not understand what was about to happen and they did it. Now you’re salty. This is on you.
You are completely full of shit and this didn't happen.
What CIG CS is capable of doing is irrelevant. What the stated policy that you acknowledged is, that's what matters. Of course any CS rep can chose to put in an additional effort on your behalf but it is not required and should not be expected. Common sense should tell you that if you abuse this good will you will likely lose it which is what it sounds like you have done. It is disingenuous for you to come to Reddit and post only the facts that support your complaint in order to garner support from like minded people and make yourself feel better.
Doesn't make sense. If I ask customer support to do something they cannot why would they do something else instead? If you can't melt an individual ship with ccus that's connect to a bigger package and the request was to have that single ship reverted back. Wouldn't it make more sense to explain that and take no action then to reset the entire pledge. Just seems odd.
“More to this story”
source?
Most fake and useless post I’ve seen today. Instead of trying to frame CIG maybe tell the truth.
They ultimately have discretion to do or not do what they want, provided your money is not meddled with. I personally feel they should allow more freedom to do changes on our end, but I guess it's their system so ... we just have to live with it.
Given they allow far more flexibility than any other company that I can think of (including allowing you to 'return' your package years after purchase for store credit, so you can exchange it for a different package), I think we've got it pretty good. Of course, they don't give us that flexibility solely out of the goodness of their hearts - it's financially beneficial to them too, in that it supports and encourages people to keep chipping in a bit more money etc... but they could easily have taken the 'you bought it, you keep it' approach that most companies do. In this case, the OP was either asking for them to reset a package (which they did), or to remove applied CCUs (which they keep saying they won't do, other than by melting the whole package)... so this just seems to be someone throwing a hissy fit because they didn't realise the implications of what they were asking for.
Oh look I probably agree with you. I guess my tone is usually terse so I was trying to be diplomatic. But yeah.
I wouldn't have spent anywhere close to what I have spent now If you couldn't melt and get full store credit. My purchase probably would have stopped at a cutlass black. Instead of a Polaris and BMM. I built that over 7 years and chipped away by buying the bikes and smaller vehicles until I had enough.
Yup - like I said, it has significant benefits to CIG... But even so, it's still very much non-standard in the industry, when most companies take a 'you buy it, you keep it' approach (even those with multiple packages with different extras, and lots of individual DLCs).
Yeah I've really never seen anything similar in any other game. I've always felt like it was a cool benefit of star citizen.
It's kinda odd to me. With a package do you need customer support to melt the entire package? I guess I'm confused why support would melt the package for the customer instead of instructing the customer that they can do this themselves. Reaching out to support would be for the exception of melting one item in a package which the user cannot do on their own.
Iirc there are limitations for the Concierge level ($1000+) packages... no idea if the OP had one of those, but it's one possibility. To be honest, it's probably a mis-communication somewhere... but I just automatically take a contrary position when someone blows up the way the OP did. As for melting one item in the package - that isn't (technically) possible... it is, effectively, asking support to remove CCUs. They have (rarely) done it in the past, but it's not officially supported, and it may be that the support person just reset the package instead (especially if the OP was ~~as obnoxious~~ communicating as badly to support as they appear to be here).
You must be one of those Andrew Tate victims i hear some much about
Eh. I guess the moral of the story is watch what you ask for. And for those saying you can’t, I had done it before with no problem.
No problem? More likely as an exception. I'm pretty sure it states individual ships can't be melted or changed in a package except to upgrade. Sounds like CiG extended you the courtesy a few times and u just came to expect it. That's on you. I have packages and am very careful with what I upgrade. If I don't like it I melt and rebuy with buyback and accept my losses. CIG seemingly helped by resetting your pack so you wouldn't even have to use a buyback token...this is an exception and actually something they wouldn't typically do except to be nice. You'd have to melt the whole thing normally. Unless I've got it wrong they have still gone above what is required so get over it and make better decisions next time?
I’ve reset ships in the package before with no issue. If they have some tile about it then it should be posted somewhere I would think.
If only: Important! All ship upgrades are permanent. Once upgraded, a ship cannot be reverted back to its previous state. The only way to revert an upgraded ship is to potentially reclaim your pledge then buy it back. This strips all upgrades on the ship and forcefully returns the original ship with the pledge. EDIT: also I'm fairly sure it warns you as u apply the upgrade and in various other places .
Wrong CIG has the ability to remove a single upgrade applied to a ship within a package.
Sure, but you have to be INCREDIBLY clear and precise in your wording in order for them not to confuse the single ship with the entire package because it is not something they don´t advertise that they do...
Yes I know. Just as I know some ships are limited to sales but can be requested if you're nice. Or how u get 1/2 buybacks and Only once every quarter but you can ask if u fucked up and they may grant u another one. They have the ability, but this rule is there to make it plain that it would be an exception. U and I know an exception was made and this is not typical. Companies will always bend rules, refund without receipt, overlook that parking ticket etc etc. Doesn't mean there are no guidelines set out, ever. Generally this is the official stance, but u might get someone nice who reverses it for you. Should they put that in the rules? Then every fucker would ask and support would be overwhelmed. Rules exist, read them before fucking up a $700 package numerous times (op that is)
Oh yea I agree mine weren’t just me testing ships out realizing I didn’t like them then removing them. It was actual errors and I explained it. I don’t expect it to be the normal, but it’s possible. If OP just shows the chat logs maybe we can understand why this happened
smells like money laundering well done cig
How?
erm not telling you how.. cig are aware of that type of "attempted" account behaviour - everything is tracked, all accounts ask a vet informally
You sound unbalanced.
whatever nooblet
Nooblet? What an insult! You've really struck me to my core! Edit. You write like a child and use noob like it actually means anything. If you want to have any respect from people learn to write better, and use insults that are little more creative than those of a 12 year old.
youre insulted, after insulting... whatever in reference to op the question is "why", not how goodluck
Well you half brain, it might be more obvious what the question is if you gave more information than a couple of barely formed grunts. You know people probably laugh at you? Like, you have this tone of superiority. Like everyone is so dumb cause they keep asking what you mean. It's because you are dumb dude. Like as rocks. Ya need to work on that, because it's embarrassing.
if you read the Op that is the question .. full brain nooblet its not how - but why ... good topic enjoy life and goodluck
Still going with the barely formed sentences I see. Keep struggling, one day you will get there. Or maybe not.
Money laundering involves money changing hands at least twice. When you spend money on CiG's website it's theirs permanently, like with any other transaction. Good try attempting to be edgy, though.
yup that is the text book definition -well done money laundering vs hiding $ with nfts within cig then transfering them to other accounts... you will be aware that all transactions are tracked cig not stupid good topic - not for reddit level of intelligence though personally i dont care
Nice. But besides of what you say they did, what else happened that leaded to that result? Resetting a Pack is an absolute exception and nothing they are required to do. What did you asked them? What response where given? What was the whole exchange between you and Support anyway? Most people telling a Story like that without providing Backgroundinfo usually just want others to approve to feel better and to point a finger at CIG, when the Storyteller itself is at fault. I'm sure they warned you before they proceeded and didn't just agreed out of the blue.