Fanfest Las Vegas 2018: Merchandise Considerations and Feedback

[Azurelos]

I waited in line for about 7 hours the first day almost at the front of the line, I was lucky enough to get encyclopedia eorzea but I don't want to relive another 7 hours of wasting time when I could be enjoying the events and meeting friends. It's very discouraging to see SE just ignore NA when they provided solutions for other fanfests.

[M0xie]

Why don't they just include an area to pick up merch on badge day (Thursday) since we don't have much else going on that day anyway?

[Dagny]

I waited in line for four hours at the first fanfest and seven hours at the second. I know Square has the best intent, but the lack of information about merch line and purchase this year is really concerning, especially since JP and EU were able to come up with solutions at their respective fanfests during 2016-2017.

You can't have this happen a third time. You've used this venue before, and this is your third time hosting a fanfest in NA. You can't claim you weren't familiar with the layout and how a line would work because you've used Rio before. You can't claim cultural ignorance here because you've seen the passion and obsession NA fans will resort to--yes we'll stand a whole day in line, but that doesn't mean it's okay. You've seen what has worked at other fanfests and you can employ the same methods. If you want to use a ticketing system with certain time slots, that's fine, but you need to stick with it. If you want to use a pre-order method with set times for pick up (which I think is the best method here), that's fine too. But you need to stick to whatever method you pick. Don't let people line up during the keynote. Keep the line at a hard cap. If you use ticketing, check each person before lining up. Same with pre-order. Have a set standard and hold to it, which was something I've noticed at the last fanfest that varied wildly (and I might go into that in a different post...).

Along with that, you need to consider setting limits on purchases, especially if you are going to use ticketing services. I was asked by friends to buy things for them because I was sitting in line. People could bypass the system and buy 5+ lore books and those that are being honest and trying to follow the system could lose out. There's no reason why someone should be buying 5+ lore books, or several pairs of moogle slippers, or a dozen namazu (actually, that last one seems valid....).

Please, please, come up with a plan and tell us it. The silence is worrying, especially when the EU site already has more information than the NA one. It's giving an impression of unpreparedness--I know the NA staff puts in a lot of work into their fanfests, so I know this isn't the case. And NA fans are particularly passionate so it can appear as our feedback unappreciative. I (and other fans) just want fanfest to be the best experience it can be and one of the easiest ways to make the event more enjoyable is having a smooth experience for merch line savage.

[reiichi]

I waiting in the lines day one of both the 2014 and 2016 Vegas Fan Fests. They were pretty horrible.

A pre-order site for people with valid tickets would be AMAZING, but I'm not sure how they could implement with their current systems. Even then though, here are some things I'd expect and expect others to do.

1. Order sheets located away from the line. Let people have easy access to these, even if it just means you include one in the registration goodie bag.
2. A properly managed line. We get it. Hotel/Casino staff aren't really aware of FFXIV or why there are so many dedicated people. They just see lines. Coordinate with the staff who will be handling the venue to provide a space where a line can be held safely.
3. End of line markers. A flag. A banner. A traffic cone will even suffice. Make it easy for people to find the line's end. Cap it if necessary.
4. No order changes at the counter. We all want to buy things. We all want to get through the line. A person who's indecisive at payment will slow everything down. Don't be the person. SE, perhaps don't let people approach the counter until they're SURE.
5. Bring cash. The last fan fest at the rio brought down SE's credit processing. The cash-only line ZOOMED past people who needed to pay with cards. As consumers, budget for whast you think you want. See point 4.
6. Expanding on 4 even better, write your name on your order sheet. Have SE collect them when you hit the last stages of the line (usually the actual line snake/maze). That way, when you ARE ready for checkout, they can quickly go over your items and pack them up.

[Bayohne]

Greetings,

Thanks for the comments and feedback you've been providing regarding the Fan Festival merchandise experience from previous events! I also want to assure you that we're very aware of your comments and working hard to improve the experience for everyone attending the Fan Festival in Las Vegas. While I can't share too many details right now, I can confirm that we'll have a pre-order program that will allow attendees to purchase merchandise ahead of time.

We'll be sure to share the full details as we get closer to the event, so please hang tight a bit longer!

[ExKage]

Greetings,

Thanks for the comments and feedback you've been providing regarding the Fan Festival merchandise experience from previous events! I also want to assure you that we're very aware of your comments and working hard to improve the experience for everyone attending the Fan Festival in Las Vegas. While I can't share too many details right now, I can confirm that we'll have a pre-order program that will allow attendees to purchase merchandise ahead of time.

We'll be sure to share the full details as we get closer to the event, so please hang tight a bit longer!

Thank you, it's really nice to hear that! I know criticisms and complaints are hard to hear. We'd all love to just plain enjoy the FanFest and allowing for the pre-purchase is honestly something I think really helps.

NarikoStar's additional suggestion of having time slots for pre-purchase pick-ups actually sounds really good too!

... off-topic but when did that little watermark appear on your posts. Is that new o.o I can't believe I never noticed it before!

[Wolftamer]

Greetings,

Thanks for the comments and feedback you've been providing regarding the Fan Festival merchandise experience from previous events! I also want to assure you that we're very aware of your comments and working hard to improve the experience for everyone attending the Fan Festival in Las Vegas. While I can't share too many details right now, I can confirm that we'll have a pre-order program that will allow attendees to purchase merchandise ahead of time.

We'll be sure to share the full details as we get closer to the event, so please hang tight a bit longer!

That is great news for those that will be there. May we ask why this has been kept as a huge secret and not announced before ticket sales? I know I am one that did not even attempt planning going this year because of the awful experience last time. Had this been announced beforehand I think we would have tried to get tickets and come. Seems to me from a business perspective holding on to this info was not smart.

[Rongway]

You lost at least 3 potential tickets from my family because of the lack of information on improving the Merchandise line.

Had this been announced beforehand I think we would have tried to get tickets and come. Seems to me from a business perspective holding on to this info was not smart.

With respect to you, and with no judgements as to the quality of service or lack thereof, I must say you are quite mistaken. They sold out in less than half an hour; they lost nothing by waiting to announce this.

[Dagny]

Thank you! I look forward to hearing more details.

[Azurelos]

While I can't share too many details right now, I can confirm that we'll have a pre-order program that will allow attendees to purchase merchandise ahead of time.

Thank you, Matt. Even if you can't say much even this little bit is enough to put me at ease.