Wow... What a load of gibberish...
The game may be "wildly popular" but I don't think its particularly well liked. Most people I see talking about Evony, don't really have much good to say about it, and that's the people that haven't quit yet. Being a startup company doesn't excuse you for bad customer service.
Uhhhm... I'm pretty sure most people have a problem because they feel you AREN'T customer oriented.
Well your goals comes across as "Milk money from customers before they realise it's not worth it". Highlighting this has been the recent Christmas and new years schemes, which user overly complex and under explained packages, resulting in people either having to ignore their "gifts" or pay to open them. By the time people realised that opening the package had to be paid for, it was way too late, and they'd already given you the cash. Congratulations it worked.
Strange... I swear you said that you aren't a fly by night games company that accepts bugs and poor service then moves on.
Unfortunately, the things you see as "Small things" are generally the huge things to the players. You may look at the game on a grander scale, looking towards progressing to generate further income, but players see the game as it currently is, and the flaws that it has are the most important.
We don't expect compensation for everything that happens, I think the point here was that since it costs you guys nothing, you could be a little bit more generous when individual players are put through a bad time. I personally have no grips with the compensation as I don't feel I've required any, but seeing the Christmas "gifts" I can understand why people feel you guys have a lack of generosity.
I've not encountered anything that requires this, but the above all sounds fine.
But what if the honest criticism is that the service delivered really is bad? You can't say you invite honest criticism if you also say that if we criticise your product, its bad for business and thus not allowed.
But judging by the negative reaction to many server merges, you clearly aren't listening enough. I would think that regardless of if you are "a serious, customer-oriented operation" or a company milking its players for every penny, the last thing you would want is to lose players on that kind of scale. Perhaps server merging should the option to move on to either the new servers, or a selection of other server with free space. I've heard rumours that my server will be merging soon, and if its even one tenth as bad as some of the experiences with merges I've read on here, then you'll be losing another paying player too. And I doubt I'll be alone.



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