Very, very nice indeed. You'd figure pay-to-play games would be better on customer service but it seems the other way around. They get paid because people are chumps, so they don't care what they think.
ArenaNet does not have a monthly fee, yet they listen and cater to wishes of the community as best as they can. I do believe they are right, it will be around for quite some time with service and a game like this.
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