I see one big flaw in that letter. The term "Customer" is used quite often referring to the non paying players. To be a "Customer" per-say, means to purchase a product or service. Those that do not pay, are not K2s customers, they are just using a free service of the company. I dont know of any service/product that is free that includes "Customer" support or any kind of guarantee. So to put it bluntly, if you arent a PAYING customer, you really have no right to complain. Yes yes, they say its free to play, and it is. Just you shouldnt expect any kind of support or guarantee if you are not paying for the product.