No, the Guides aren’t saying that you are a liar. We provide the policies that the Guides follow and they need to adhere to them. Our (Verant’s) policies are there to insure a fair and even playing field for everyone, by not doing reimbursements unless there is irrefutable proof that the death or loss was caused by something under our scope of influence. The downside of this is that yes, some people who probably should be reimbursed aren’t. Unfortunately, that is the price of making the world fair for everyone.

You might be surprised to hear that the number one infraction that causes bannings and suspensions is attempting to defraud a GM or Guide, by requesting a reimbursement under false pretenses. We have several dozen of these per week, and only suspend or ban if we are 100% certain that an attempt to defraud took place. We have several dozen more cases where we strongly suspect that an attempt to defraud took place, but don’t have the documentation to prove it, so it goes unchecked. Yes, despite the fact that we have a reputation for doing reimbursements only when there is proof that a claimed incident happened, we are still inundated with fraudulent claims. We can only “weed out” a small percentage of these, and can’t detect the fraud 100% of the time.

We would love to be able to take everyone’s word for everything, thus eliminating the possibility that a deserving soul goes unreimbursed, but I fear that item acquisition and advancement would become a complete joke, as fraudulent claims would be the norm, and the game as a whole would suffer. I’m sorry if I seem a little bit jaded, but in the 14 months that I was a Guide, I know I’ve helped a good number of people. In this time I’ve unfortunately also had to tell a number of people “No” when I was sure that they deserved a reimbursement. It’s just the price of keeping the world fair.

>>>Second scenerio. Lately servers have went down and lost imformation. Players have been reset to a few days ago to a certain time or date. Well, in between the reset date and the time the server crashed, ALOT has happened. Players have started characters, gotten out of "hell levels," and obtained items that seemed to take endless time to get. Consequently the gm/verant refuse to do any type of reimbursment of items because it was out of their hands. Now lets think about this. Once again we pay to play this game. The money we pay goes to server maintence and such. Now if our money goes toward such items and the server crashes and looses information, why shouldnt we be reimbursed.

If we had the information concerning what items a person got, or what levels they’ve earned, we certainly would do the restoral. But we don’t have it. There is absolutely no way to tell with any certainty what people earned or did not earn during the time that was lost due to the backup. I’m very sorry for those who were affected badly by the RAID crash, but when you lose two drives in a RAID5 array, data loss is unavoidable.

>>>Whats funny is that if i go to a fastfood joint and pay for 3 hamburgers and only get 2, i go back and they give me back my 3rd hamburger. They dont tell me that well, you cant prove that you had 3 hamburgers or that Im trying to scam them. They know im the paying customer and the customer is always right.

No, they don’t, but that analogy really doesn’t fit. They aren’t delivering millions of hamburgers every 24 hours with the same 42,000 people in their self-service store every night with 2100 of them demanding to speak manager at any given time, and where 42 of them are just seeing if they can get the manager to whip up a few hundred burgers for them so they can sell them down at the local Christine’s. And unfortunately, no, the customer is not always right. What is “right” is the combined interest of all of the paying customers, and their right to enjoy a challenging game. The greater majority of these get exactly what they want. Sadly a small percentage don’t.

>>>I mean come on, wtf, its a video game, give us back oure hard earned items!
>>> and soon to make all verant employees and guides kos in real life.

Ok, put down the keyboard and slowly back away. You may just be taking this video game a tad too seriously if it makes you feel the need to threaten the lives of our Guides and our Staff. Are our Guides, GMs, Policies, Game, etc, perfect? No, but we try to run the game as fairly as possible. Sometimes we make mistakes, and sometimes our policies and treatment of an individual can be unfair. But please understand that what we do is for the good of the game as a whole.