Imagine a big-budget game–the crowning jewel of one of the most successful game franchises ever. Then imagine that in order to play it in single player mode, you need to be able to connect to the company’s overloaded servers, so that you routinely get 20-minute-long “waiting to connect’ messages whenever you launch the game on your own machine.
How could the situation possibly get worse? Release a “patch” which de-features the game in order to make it run. Then offer affected customers to file for a refund…but refuse to actually process any of those refund requests.
Unbelievably bad customer service. Read the whole thing.