I have a bit of a different perspective on this. I have owned and operated a private business of about 15 years and I look at this, and similar issues, through a decidedly business filter. In my mind, what happened is that customers received something for which they had not directly paid…and it was given as a surprise. When I make a purchase decision regarding gems…or anything else…I use the basic economic principles of utility and cost. I determine how much I want or need something and then determine whether the asking price is worth it for me. When I purchase gems, it is because there is something in the gem store that I think is worth my money (typically extra bank slots, bag slots or character slots). The deal is consummated…I get what I want…they get what they wanted…deal done. But now, I get something extra as a surprise “thank you.” It has no strings attached…no conditions. Just a simple “thank you.” Maybe they planned it all along…maybe not. But…the minute that they tell you in advance, it is no longer a free thank you gift but rather another incentive to get you to spend money. Kind of a like a “but three and get one free” deal.
A surprise thank you gift seems thoughtful to me. I take the gift in the spirit in which I believe it was offered. Had they given me advance warning and told me that if I purchased X amount of gems I would get a free kite, it would not really seem like a free kite to me…but rather a part of the packaging of the deal – gems plus a kite for Y dollars. Both are legitimate marketing tactics but I am less likely to tumble on to the package deal than to buy what I want “straight up” and be pleasantly surprised by a free gift after the fact.
All that said, though, I am not sure what either tactic has to do with trust. They did not cheat us out of anything. They did not falsely represent what they were selling…or the price. No bait and switch that I can see. The only thing I can discern is they decided to give out a gift without prior “warning.” While others may well look on this warily, it does not seem like a trust issue to me.