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Review 5/28/2011
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I have been a long time member of neopets and up until very recently I have never had any reason to be truly irritated with them. In fact I have thoroughly enjoyed my time there. This is however largely due to one fact - I have never had to deal with their complaints process before and I have never seen them make an all-mighty screw up and then refuse to fix it because they are too stubborn, too proud and can't accept that they are wrong.
The Altador Cup is one of the most important events of the Neopian calendar year. It is a yearly one month event that many people look forward to for the entirety of the year on the game. And The Neopets Team decided to ruin it by introducing a game which wasn't beta tested and was atrocious. It is laggy, slow and in general an awful game that should never have been introduced.
But hey, everybody makes mistakes. And when you have a petition currently signed by 3200 people, complaints flying in left right and centre, people phoning, faxing and emailing in the thousands, you would normally at least consider the concept that you have made an almighty screw up. You would back down. Fix it. Apologise.
Not neopets. Instead the batten down the hatches and try to weather out the storm. For 25 hours they completely ignored there was a problem, they ignored the fact that we were complaining in the thousands. After that we got given a generic response that basically told us that 'Mummy knows best and you've got to deal with it.' At no point did they bother to even address the concerns that we had brought up.
I will point out here that this is not just us throwing a temper tantrum over a game, even if it is a massive downgrade from what was there before. Neopets has managed to effectively discriminate any disabled people in the community. The game is impossible for people with arthritis, carpal tunnel syndrome, epilepsy and anxiety disorder to play due to it's large amount of button bashing. This is their 'upgrade' to a game which was accessible to all.
But even this isn't the major issue. The major issue is the fact that they have shown complete contempt for all of their users in deciding to completely ignore us. It is quite clear that this site has no regard for the way their customers feel. It is quite clear that they hold us in contempt. And it it quite clear that they are not a site you should trust with your loyalty, let alone your money.
In conclusion. Atrocious customer services. Appalling decision making. And a determination to completely ignore all complaints made to them. I have now sent numerous complaints to them and got the same patronising response back. I have also made formal complaints to both the BBB and to Viacom. Over 3000 people are saying loud and clear that they are wrong, but because they are so arrogant and so determined not to admit fault they will not back down.
This is NOT a company you should trust.
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