Timna (atys)
And believe me, no answer for a question that is still only a week end old (You know? The days you aren't working? Guess what? People in Winchgate aren't working neither) is nothing reprehensible. I'd say a week is the smaller delay you can wait before complaining of any customer service on the web.
Nonsense, that's not even remotely a valid excuse. Where does it state in a SLA that support is provided Mon-Fri 9-5? Where does it state that responses will take more than X amount of time? They are providing a product/service (the game) 24-7 so support should also be 24-7. Being on the web is NOT a valid excuse for poor/slow customer service. If you are not providing 24-7 support, you have to state that in an SLA or in an auto-reply to an email*. It's called proper customer service and managing expectations.
Having said that, I can see both 'sides' to this situation. Winchgate, for their part, want to (rightly IMHO) close a loophole that they feel allows players to abuse the ToU by using multiple accounts to gain an advantage. They have provided a case-by-case solution for large families. However, if the response to a whitelist request is not done in a timely manner then we, as customers, have a right to complain!
Do I think Winchgate are right to apply this limitation (including the white list)? Yes I do.
Do I think players having multiple accounts is wrong? No, Ryzom needs the money but it depends how many and how they are being used.
Do I think 1 person having more than 2 chars loaded at once is wrong? Sure do.
Do I think this has been handled badly? Yep, yet again.
* e.g. "thank you for contacting support, we will endeavour to respond within 3 years." j/k but you get the idea.
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Elder Of AtysChasing the DING!
katriell
You can't "complete" the mainland. If one thinks one has seen or done everything there, one is kidding oneself. But be prepared to "get out what you put in," because the mainland does not coddle or hold hands.
Remickla (atys)
Other games - they give you a cookie whether you succeed or not, in fact you don't even have to participate. Ryzom takes your cookie, eats it in front of you, and slaps you 2 or 3 times for bringing a cookie in the first place.