So I got my wife into Neverwinter about 8-10 months ago and we've had a blast building characters together and running dungeons, skirmishs, etc. We both bought 6 months of VIP and she buys Zen occasionally for random things she wants or needs. She's a bit of a hoarder in-game and had been looking forward to buying a Runic Bag of Holding.
Recently they had a one-day sale of 50% off everything in the Zen market so she bought the Zen she needed and goes to purchase the bag but it's grayed out even though the cost of the bag is 800 Zen and she has 1300. She restarts the game several times but the bag is still unable to be purchased. She submits a support ticket and several days later is sent a condescending response along the lines of "Thank you for your understanding that we will do nothing to rectify this issue". She purchased Zen to take advantage of a sale, was unable to make said purchase because of an error with the game, and then basically told "Sorry you gave us money to purchase something that we were not able to sell you because of an error and you must now pay full price."
What I assumed would be a non-issue and a simple "sorry for the inconvenience, here's a one-time 50% off a bag coupon" or something to correct the problem was instead met with a "go f*#k yourself and thanks for understanding" response. She won't even open the game now and unless a resolution is met I think I've lost my Neverwinter gaming partner.
Has anyone had similar experiences or know of a way to get this issue settled or is Arc just another in a sad theme of gaming companies taking the money and running and giving lackluster support at best? I love the game and we were about to start the Star Trek game as well but I don't know if I can continue to give money to a company that seems to not care about customers.