[kohl]

Originally Posted by Draegan

It is black and white. If you accidentally sold an item you wanted (there are buy back features now anyway isn't there?) you should be responsible for your own actions for god sakes. You're not a child anymore. Yes it's nice that a GM can give it back to you, sure, but I don't think a customer service based should be judged negatively because they DON'T do it. Like I said before, above and beyond.

It's that exact Above and Beyond service that turns customers into LOYAL customers. I have no idea what Blizzard's CS policy is or how much wiggle-room GMs have with regards to reimbursements, and yes - there is a buyback from vendors now anyhow so that example is moot.

I guess my point is that you can argue this from a sterile, 'out of principal' point of view, or you can argue it from a realistic, customer service oriented point of view. The cynic in me agrees with you - maybe Fred destroys an item instead of selling it, or DE's something and later regrets it. That person shouldn't expect to get the item reimbursed, however, it is those opportunities to fix someone's flub that get them spreading positive word of mouth about their ingame experience. Obviously there are limits and exceptions to all of that.