On Fri, Jun 18, 2010 at 7:08 PM, Matt R Davis <x@hotmail.com> wrote:

I would like to customize my Auroran mace, the item number is: mace237899.

SHORT_DESC:

a steel mace cast from the hand of Judicael

LONG_DESC:

A crude mace has been left here, its head cast in the shape of a bent and deformed hand.

EXT_DESC:

Crude craftsmanship marks this mace, its steel head is cast from the hand of the traitor Judicael. The hand, malformed and inhuman is twisted into an ominously clenched fist. The haft of the mace is fashioned from a single piece of stained alder wood; carved in the shape of a forearm and lashed in place just below the wrist of the steel hand, creating the appearance of a sleeved arm. Unmarked, save a few unreadable inscriptions, the haft terminates in a worn and ragged leather handle.

Thank you & take care,
-Matt / Ovid

Date: Sun, 20 Jun 2010 12:11:27 -0400
Subject: Re: Mace customisation
From: support@achaea.com
To: x@hotmail.com

Hi there! I'm afraid this particular customisation cannot be approved as-is, but we can do something like "a steel mace cast from a human hand" without the references to Judicael if that is an acceptable compromise! Please let me know if you would still like to proceed with a revised version.

On Sun, Jun 20, 2010 at 6:15 PM, Matt R Davis <x@hotmail.com> wrote:

No thank you, can you please unbind the credits that I bound to secure this transaction? I believe it was 38 credits.

Thanks,
-Matt

Subject: Re: Mace customisation
From: support@achaea.com
To: x@hotmail.com

Hello again! I'm afraid once credits are bound we are unable to reverse the action. If there is anything else I can do for you, please don't hesitate to ask!

On Mon, Jun 21, 2010 at 2:20 PM, Matt R Davis <x@hotmail.com> wrote:

Hello, I bound the credits specifically because I was required to do so just to request the customization. Since the customization was then denied, are you sure that IRE is unable to return those credits to their normal standing?

-Matt

Subject: Re: Mace customisation
From: support@achaea.com
To: x@hotmail.com

Hello again! I'm afraid that is the case - we do encourage players to inquire about customised descriptions for items, pets, etc. prior to binding credits since it cannot be undone.

On Mon, Jun 21, 2010 at 4:33 PM, Matt R Davis <x@hotmail.com> wrote:

Can you point me to where, in HELP CUSTOMISATION, it encourages players to inquire about customised descriptions before binding the credits? Because the line that I see says, specifically, under "How To Request *Item* Customisation":

Be sure you have that number of BOUND credits on your account!

I see no mention nor suggestion that a customer inquire about the possibility before sending in the request, only the above statement saying that you MUST have the correct number of bound credits on your account.

So, are you sure that IRE is unwilling to return the funds that I secured for this transaction back to their original form?

-Matt

Date: Tue, 22 Jun 2010 01:11:38 -0400
Subject: Re: Mace customisation
From: support@achaea.com
To: x@hotmail.com

It is not specifically mentioned in the help file that we encourage players to inquire about a customisation prior to binding credits for the purchase, but many do when they are unsure if their request will be approved or not. Descriptions that are inconsistent with the general theme of Achaea or taken from specific elements of Achaean lore are seldom approved, as is the case here. It is not specifically required that the credits be bound at the time of request, but they do need to be bound (as opposed to unbound) to complete the purchase.

As mentioned previously, credits cannot be unbound once you have bound them. You are still able to continue with the customisation, or save the bound credits for use in the future, but I'm afraid it is not possible to use that particular description as submitted.

RE: Mace customisation‏
From: Matt R Davis (x@hotmail.com)
Sent: Tue 6/22/10 2:24 AM
To: support@achaea.com; tecton@achaea.com

I have tried all reasonable means to resolve this to both parties' satisfaction. I have tried very hard to give you every opportunity to do the right thing.

You stated in your previous email that you encouraged people to inquire first, then quickly backtracked to say, instead, that "many [people] do". You state, now, that your help file does not say that the credits have to be bound at the time of the request, however, In my previous email, your help file clearly says exactly that. I will quote it again, for your reference; under the section "How To Request *Item* Customisation":

    Be sure you have that number of BOUND credits on your account!


That is fairly clear about what you need to do to request an item customisation.

I am forwarding this to Tecton as a final opportunity to rectify this. At this point, I do not care if the customization is implemented or if my credits are unbound, however, this is the limit of my ability to negotiate with you, as a retailer.

-Matt