The need for Mind Ark to respect its customers

Cannot get update to download properly.
My latest round of idiot-ping-pong with Sweden:
In efforts to download Update_10.3.0.0-10.3.0.35944.exe your launcher window has now downloaded over 4.5 GB over 4 days, much of the time stalled, much of the time downloading stuff already downloaded.

Your advice to download the whole installation is noted, but so is your lack of explanation. I have put a lot of money into this game. I want an explanation as to what you have been doing with my computer and my download capacity. Please do not suggest the EULA forbids you to give one, or suggest it does not bind you to do so. I pay a lot of money to you, or have, and I want an explanation.

The only thing that would prevent you from explaining this fiasco is a cover-up of incompetence on your part, at my expense. Any free download manager would have done the job better than your launcher window. Any free download manager would at least have saved that which it had already downloaded and allow continuation. These functionalities are a bare minimum. Why then do you inflict your useless launcher window downloader on your customers? What is the explanation for this mess, and this massive waste of my time and my download capacity?

These are fair questions. It is not offensive or improper to ask them. Pleasae do not pretend or suggest it is. It is only offensive and improper if you refuse to answer them. Such refusal will simply reveal a comprehensive lack of respect for a paying customer.

The answers to these questions depend only upon your own systems, programming, and architecture, and not at all upon my system or my internet connection. You have all the information you need to answer my questions. Suggesting otherwise is not acceptable - I know with certainty any such suggestion will be false. You have the answers, or should if your people are fully competent.

You may wonder, from time to time, why your customers get so upset, occasionally writing flaming and sometimes abusive support cases. You must surely understand it is an expression of the frustration of dealing with a company that too often displays arrogance - to paying customers!

I am entitled to an explanation - a true explanation, a sensible, intelligible, genuine effort by you to explain to me what you have done wrong to cause such a huge waste of my time and download capacity. I want that explanation, and I want acknowledgement of the waste, inconvenience and frustration you have caused. I want you to acknowledge you have caused it and I want you to apologise for doing
so.

I can already hear the laughter - since when does a company that does it's business on the internet actually have to respect it's customers?

There are many people on the internet that deal with others without any respect - hiding behind the internet like adolescents making prank phone calls.

I want an explantion of why this waste and frustration has been visited upon me, and I want an apology. It would be a first for MA or First Planet, or whatever you call yourself: to actually acknowledge you caused a problem, and to treat a paying customer with respect by apologising for doing so.

A failure to do so will only indicate contempt.

I know I sound like a crank, but I am fed up with them. This update fiasco is possibly the last straw. Why would I bother to deal with such a company?

MA relies upon the addiction of players - we all know that. I have been otherwise busy for a while and frankly don't have the pangs of addiction I might have had before. I'd miss everyone, but I could well do without any relationship with a company that refuses to acknowledge fault. This is only the latest instalment in my dialogue with them over this problem.