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  1. #1
    Player
    ClaireBear's Avatar
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    Aug 2013
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    Claire Bear
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    Midgardsormr
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    CONJURER Lv 22

    Your Customer's Trust, Confidence and Loyalty

    First off I would like to say this game is surprisingly fun.

    Now back to business.

    First, I would like everyone who preordered to think of Early Access as just a bonus for getting into an extra round of beta testing. The real event begins Tuesday, August 27, 2013.

    This next question is directed towards SquareEnix. With release date fast approaching how confident are you in eliminating these types of errors that has been plaguing your service since Beta? As I far as I can tell, these issues will continue well past the first month of release and will continue, if I heard correctly, when the option of character migration is implemented.

    In any type of business when goods are paid it is expected that the goods delivered come as advertised. Anytime that this does not occur there are several things that happen 1. The company does everything in their power to fix the product and to reduce consumer dissatisfaction or 2. Go out of business whether it be from customer returns, the ending of future and current product adoption or through litigation.

    SquareEnix has dealt with the PSN digital purchase debacle by giving full refunds and a free complementary game.

    What about those who were lucky or unlucky enough, depending on one's way of thinking, who managed to get into Early "Beta" Access? How will SquareEnix address their customers who have paid for a product that is working 50% of the time? Some of these customers have lost their patience while others are on the brink of it.

    No amount of "we're sorry, please understand" responses will continue to quell your customers. There will be a breaking point.

    Thus SquareEnix needs to acknowledge the importance of this thread if they are to improve customer trust, confidence and continued loyalty well past the first few months of release.

    P.S. If you are going to reply to this this thread I ask you to do the following: 1. Please stay away from profanities we are all frustrated and we are all in the same boat. 2. Please don't make excuses for SquareEnix. Example: Give SE a break they are working hard to fix things. Sorry to be frank but they are working hard because we are paying them to do so with the money we earned working hard ourselves 3. If you don't have anything good to contribute please refrain from further demonstrating your intellectual capacity.

    Finally good luck to everyone and see you in game!
    (61)

  2. #2
    Player
    Remilia_Nightfall's Avatar
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    Aug 2013
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    267
    Character
    Remilia Nightfall
    World
    Phoenix
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    ARCANIST Lv 50
    I am pretty sure they know all this.

    The question is - do they care enough?

    Fact is, we have no way of knowing their priorities. We cannot know what they are thinking about, we cannot know how much effort / money they intend to invest in the EU / NA playerbase.

    While your points are absolutely true, I believe that assuming SE doesn't is a bit preposterous.

    They know. They will do what best suits their interest, and that's completely right.

    And I'm not making excuses - it's how all companies work.
    (2)

  3. #3
    Player
    ClaireBear's Avatar
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    Aug 2013
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    Character
    Claire Bear
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    Midgardsormr
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    CONJURER Lv 22
    I am not assuming they don't know about it of course they do. But no one has really called SE out on it and we really don't know how they will deal with this situation when the time comes.
    (1)

  4. #4
    Player
    WarJunkie's Avatar
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    Aug 2013
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    11
    Character
    Bastion Hightower
    World
    Cerberus
    Main Class
    GLADIATOR Lv 17
    Quote Originally Posted by ClaireBear View Post
    First, I would like everyone who preordered to think of Early Access as just a bonus for getting into an extra round of beta testing. The real event begins Tuesday, August 27, 2013.
    Sorry but I simply can't say I agree. One of the main selling points, a benefit as it were, of the pre-order was the ability to play a 'release quality' MMO three days before those who didn't preorder. Nowhere in the selling material, the T&C's as it were, did SE say that EA = Beta5. So a reasonable expectation of any EA purchaser is that they wouldn't get a 'beta quality' game to play this weekend, which is frankly what some got. You do in fact say the very same thing in the next few sentences after this quote so I find this one slightly contradictory to the main thrust of your position :/

    Quote Originally Posted by ClaireBear View Post
    /snip ...

    Thus SquareEnix needs to acknowledge the importance of this thread if they are to improve customer trust, confidence and continued loyalty well past the first few months of release.
    Couldn't agree more. The best way to do that is give all its NA/EU customers the same level of service its JP customer are currently enjoying, in particular the EU ones who have coped the major brunt of today's errors. This however has failed to materialise after multiple maintenances and cut'n'paste corporate social media responses. No doubts the problem(s) contributing to this problem are complicated but the point is, as you mentioned, nearing a breaking point for an increasing number of customer and time is not on SE's side with open release looming.

    If SE can fix the problem today and find some way in-game to recognise the lost enjoyment of some of its players I think it will go a very long way to restoring some of the trust, confidence and continued loyalty of it customer base. They need all they can get given the games chequered past.
    (24)
    "He was a bastion against the darkness, a tower that rose high above the evil that surrounded him"

  5. #5
    Player
    ClaireBear's Avatar
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    Aug 2013
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    Character
    Claire Bear
    World
    Midgardsormr
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    CONJURER Lv 22
    Hi WarJunkie sorry if I didn't make it clear. I was just trying to make a point that Early Access was in the guise of a beta testing phase.
    (0)

  6. #6
    Player
    Blitzace's Avatar
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    Dec 2011
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    157
    Character
    Blitz Ace
    World
    Odin
    Main Class
    ARCANIST Lv 50
    A bonus? are you kidding me? If it was a bonus it isn't working.
    (4)

  7. #7
    Player
    Remilia_Nightfall's Avatar
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    Aug 2013
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    267
    Character
    Remilia Nightfall
    World
    Phoenix
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    ARCANIST Lv 50
    Well, I did indeed buy the game a second time just for the early access (I already owned 1.0).

    However, it was my choice. I am completely pissed, let it be clear - I had a free weekend and I wanted to spend it playing this game - but what can we do? It's not like we can threat SE with stuff like "OMG we won't give you our money anymore" because that wouldn't be true - if we did not like the game we wouldn't even bother reading and posting in this forum in the first place.
    (9)

  8. #8
    Player
    ClaireBear's Avatar
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    Aug 2013
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    Character
    Claire Bear
    World
    Midgardsormr
    Main Class
    CONJURER Lv 22
    Thanks for your replies! I haven't lost faith in SquareEnix yet! Please help keep this thread alive!

    Good luck to everyone getting online and see you all in game.
    (1)

  9. #9
    Player
    Syamic's Avatar
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    Aug 2013
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    84
    Character
    Anhea Tayuun
    World
    Odin
    Main Class
    CONJURER Lv 50
    IT wont be long before NA/EU goes F2P with a cash shop to screw more money from us all.
    (0)

  10. #10
    Player
    NyneAlexander's Avatar
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    Jul 2013
    Location
    Bastok
    Posts
    1,041
    Character
    Nyne Helios
    World
    Excalibur
    Main Class
    GOLDSMITH Lv 50
    This particularly goes out to the apologists and people who say "its an mmo launch, what do you expect?"

    If we, collectively, stopped making excuses for companies, and instead held them to a higher standard, no one would ever say "its an mmo launch."

    Because mmo publishers would know that even on day one, their customers wouldn't put up with this mess. Have your servers and data centers in place, and stress tested for longer than 3 days before any start of early service.
    (35)

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