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Substance? What substance? Calling AOL/TimeWarner a big scam? Sorry, but that's just an immature kid screaming his/her frustrations out at the world. That's right up there with people screaming, "Muds were meant to be free!"
We don't HAVE to refund. We can choose to refund. Initially when she was kicked out of her guild (for being a huge pain in the ass. She richly deserved it.) I gave her 'lessons' back so that she can re-learn new skills. We actually changed game policy from losing 50% of your guild skills when kicked out as an apprentice guild member to losing 10%. It wasn't really because of her, but her situation was the straw that broke the camel's back. No matter how whiny and psychotic she was, she had a point there.
Unfortunately for me, she didn't stop there. Within a day or two she was whining to me again that nobody would let her into a guild (because she had established a very bad reputation for herself by her constant complaining about everything to everyone) and demanding refunds because of it, etc. After the (literally) 12th email from her one morning I just refunded her to get her to go away.
--matt
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