When there is a problem linked to a purchase, your game policy is really often greedy and insensitive. Let me give you an exemple.
I have bought a Character Name Change Coupon the 21th of December with my Maplepoints and successfully changed my IGN. Then I realised a mistake I have made and bought another with 15$. I had 4.8k NX left before the purchase, so I still had to buy a 15$ NX because of that 0.2k NX missing, but let's say it's fine. Then when I tried to change it again, I was unable to process because I have to wait 1 week before been able to change my IGN again. The thing is, this coupon is suppose to last 1 week, but they ask you to click on the coupon to receive another coupon... which last few hours !
I wrote to GMs about it, and proved that I bought the coupon the 21th of Decembre and also showed the fact that nowhere Nexon say about the coupon expiring after only few hours. In fact, in both Cash Shop and Nexon website, it's say the coupon expire only after 7 days.
So I gave the fallowing proofs to GMs :
Bought it the 21th :LINK
Only last few hours :LINK
Website say 7 days :LINK
Cash Shop say 7 days :LINK
So what happened next ? GMs keep saying how they are sorry and wish I understand... and the usual (ya it's not the first time this kind of stuffs happens). Then the GMs I was writing to simply put my ticket as ''solved'' and closed it, without giving me the chance to reply. Her previous message was about the fact the NPC who change IGNs clearly say that we have to wait a week. I answered that if the coupon would really last 1 week, it would not be a problem, but she answered back with this : LINK
Indeed, she simply said again that I got advised about the 1 week thingy, avoiding to answer about my real concern, which is the coupon not really lasting 1 week too and simply closed the ticket. I have already lost 30k nx for that IGN change. Also, I live in Canada, therefore NX cost more for me, but still Nexon would like me to buy another one ? So 45$ for a name change ? You already raised the coupon's price from 10$ to 15$ and put the coupon unable to buy in the V Coin Shop after few days.
I am writing this, because it's not the first time it happens to me and my friends, because yes I have heard a lot of this kind of behaviour and I am sure players here can relate. Well, I will buy another Name Change Coupon, a big 15 bucks for you, but it's the last time I buy something.
I won't start enumeration all the bad stuffs about this game, because many did it in this forum already, but I personally, as a Computer Science student, accept all those lags, bugs and w/e, because I understand. On the other hand, this kind of behavior is is unacceptable.
This was a feedback for the Nexon's customers policy & support.
P.S. : Sorry for my English I speak French