Making a comment about the retrieval of the 5k RG from the re-activated Eastern Ship Privilege as it has affected several users I play with.

LINE,

You distributing a small amount of virtual currency by mistake is not the same as a user illegally refunding or charging back purchases. The former can be seen as a minor annoyance for you and a happy accident for the user, the latter is illegal and causes you financial harm and trouble with payment providers.

I find it really dubious that you chose to treat users in the same way in both instances. There are dozens of packs and privileges to claim each day, and you're holding accounts hostage because some users clicked on the one claim button they should not have on that day, which is a mistake caused by you. And yet you treat users - specifically those who purchased a 50$ pack - like they stole from you and force them to refund you for immaterial damages. Can you name a single Western publisher that would force users to refund them after distributing some virtual currency they weren't supposed to?

Your inexperience in handling a live service game at scale really shows, and it's difficult to call the quality of your service anything other than disappointing - we're dealing with dramatically increased prices across the board compared to the KR version, yet we receive subpar service, stability and support in return. The news section has more posts about the many different ways your paid products do not work as advertised instead of actual game updates, and there is 0 effort to communicate with the community on any serious level. And I'll briefly mention the amateur level translation and general localization efforts here. What exactly are we paying you for?

One would hope that you learn on the go and get better while doing it, which I'd have no trouble supporting - I've supported lots of early access titles and online games with this in mind. But your continued failure to show improvement is reaching the point where I play UWO despite of your involvement, rather than because of it. And that does not bode well for any of your future releases that aren't based on an established IP.

Please do better. Thank you.

Edit: LINE provided additional context and is adjusting the restrictions placed on affected users. Link here: Notices | Uncharted Waters Origin (line.games)

Other publishers might write off the erroneously distributed virtual goods if the number of affected users is small, or go beyond that and provide everyone with something of equivalent value if the value of what was erroneously distributed was small. But that's voluntary if they're feeling generous, and I personally don't feel entitled to keep the 5K RG.

So what you're doing here is the bare minimum of what you should have done and what one could reasonably expect you to do. Kudos for eventually getting it right and providing additional information and context, but for crying out loud, you should have done it this way from the start. First, tell users precisely what is going to happen and precisely when that is going to happen. Then do precisely what you said you would do when you said you would do it.

This continued pattern of shipping something broken, having one of your employees slap a band-aid fix on it at 3AM Korean Time, and then fixing it in mysterious ways at a mysterious time is not sustainable. Not for you as a company, not for your employees, not for the players and not for the future of this game.

If you genuinely mean to "continue to listen to users and strive for the utmost reliability and quality" like you say after every mishap, walk the talk and invest in QA, community managers and revise your liveops processes instead of having to apologize every week.