Hello Mako,
I feel you're mischaracterising my argument here. I agree that it would be completely unreasonable for any of your players to expect an entire event to change mid-course to appease a few customers who have had a bad experience with it, that is not what I am asking. Despite the fact I know that this is a very simple and easy fix to do, a case of adding a line of code that accounts for bought vs free packs, or even just making the store pricing only count paid-for packs when calculating prices, and despite the fact I know that changes like these have been made in the past when your events were giving away free or discounted packs and that was hurting your profits, I am not expecting a change like this.
My issue, is that despite the fact I've highlighted an easily provable problem I've encountered, one that is preventing me from experiencing the game like other players, making the same purchases or even accessing the same content as other players, there is absolutely nothing you or any member of support are offering to fix this. Your responses essentially amount to "thanks! But no thanks, nothing is changing, none of your problems are being fixed, you get nothing but this response", you're just using different words. That is the experience of mine and any other person in my situation.
To make a very clear, black and white customer service scenario here: good customer service would be something measurable, noticeable and tangible for the customer, something the customer can walk away from the experience with a belief that they have been valued as a customer and that their custom is appreciated. For example, in my specific situation, it could be as simple as "Hey! You're completely right, we can see that even though you are attempting to buy the exact same product as any of our other customers, you are seeing a different price. We would be charging you more for the exact same product everyone else has purchased due to no fault of your own, and that's not right. So here, if you purchase that pack for 500 coins, we will refund 400 of them, so that you will have effectively bought the pack for 100 coins just like everyone else, and going forward, we'll try to make sure we account for these things in future events." Bad customer service would be any response that leads to absolutely no difference being made on the customer's end. That could be anything from no response whatsoever, to a response where you essentially say "the outcome here is not changing, you are going to leave this interaction in the exact same situation as you started." My experience here is the latter. Nothing is being fixed nor is any support being offered in you saying "That you're not comfortable with purchasing anything going forward due to the nature of this event is completely your call".
And if case this needs to be made ever clearer, in the first instance, you leave a customer feeling valued, validated and happy, that they have been cared for and appreciated and that their reaching out made a difference; they are likely to become returning customers that are much more likely to purchase much more. In the latter case, you just lose customers. I don't think I need to explain much more there.
So this is why I first reached out to customer service. I see this as a customer service issue. And, on top of the already-bad customer service I have experienced in which I've essentially been told that absolutely nothing about my situation is going to be changed/fixed/improved for me, I've also been given the customer experience of "here, why don't you run around through our various forums, FAQs and live chat personnel, only still for your experience to remain exactly the same - except now, you've wasted a bunch of your time too!". I'm not sure how much clearer I can make this.
