So I've seen a few folks unsure about exactly what the terms of WG's 'generous' offer of a refund are for santa crates.
Some folks have assumed that the caveat of account rollbacks only applies if you have spent/used items you got from the santa crates you are trying to get a refund for.
In fact, in their statement announcing the refunds they said this:
The refunds will be handled according to the normal procedure – the goods from the containers should still be on your account, otherwise, Customer Support will have to do a roll-back to restore them and process the refund.
However, it turns out the above is not in fact true. In fact, WG is privately telling people who ask for santa crate refunds that their account will be rolled back if they have OPENED the crates in question.
This strikes me as dubious for a few reasons:
- It contradicts the refund announcement WG made where they said that so long as the goods FROM the containers were on your account you wouldn't need a rollback. The wording is pretty clear in their public announcement, and yet in private they are laying out a much more hard-ball approach to customers.
- It seems to introduce a punishment/disincentive for people to request refunds. Aka. "Sure I want my money back because WG misled me and the community about these santa crates… BUT do I really want to give up any xp, silver, other progress i've made since I purchased these crates in exchange?"
- Almost no one (that I can imagine) buys expensive santa loot boxes and just lets them sit on their account for days on end without opening them. So they are essentially saying "want a refund? Then you're account is going to be rolled back".
- This whole situation is the result of them making a predatory product (loot boxes), and then omitting or obfuscating critical information about that product. The last thing they should be trying to do when it comes to their attempt at damage control (by offering a refund) is further shenanigans.
Also, for those interested, here is the response I got from customer support when I submitted a refund request ticket for some santa crates I got. I imagine others are likely getting the same kind of message:
Thank you for reaching out to Wargaming Player Support. I hope this message finds you well.
We are sorry that you left disappointed by the Santa Containers this year. We know this is something that a lot of our players look forward to and the last thing we want is to see you upset approaching holiday season.
Since all purchased Santa Containers have been opened, we can offer to restore the account on 2020-12-04 20:29:01, thereby cancelling the purchase of all containers and refunding your purchases.
Please let us know if you agree to restore the account.
NOTE: The account can be restored only once after containers have been opened. So if you decide to purchase Santa Containers again, we will not be able to assist you.
We are looking forward to hearing from you.
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