Lack of Communication on Lauch Day - UNACCEPTABLE

Lots of frustration on opening day and SE can't even assign a person to moderate the boards and respond to these issues? It won't solve the problems but it would at least indicate they are out there and listening. This is just inexcusable, horrible PR on one of the most critical days for a new game. Beyond all the server access problems, this is perhaps the most troubling issue because it could have been so easily taken care of.

Darn it - spelled LAUNCH wrong and can't fix it. Ah well.

i totally agree dude, why is there no P.R. to the people, other then twitter posts about launch and new video posts for launch. kinda shady B.S. to me. we want to know whats really going on not just trying to make a sale to a blind man like it seems atm. i really want this title to succeed but this is sad. at least if the launch is gonna suck make the consumer feel like some one at SE is in the server rooms sweating their azz's off to get them installed and programmed into the system. but no that would shed to much light on the situation. i cant even make a character on a u.s. server under my registered service account.

For once, this is a complain I can get behind.

Technical problems: it can happen.
But not explaining exactly what is the problem, how to fix it and when it will be fixed is something else.

aｎd please don't do some "poor us American, SE don't like us" comments because in Japan we are in the same blur, the posts are exactly the same and no idea when things will get fixed.
Error 1017 is not even acknowledged in the JP posts, they just say congestion, wait in queue...

The lack of communication is as if there is nothing amiss in their eyes.

I can't remember an MMO launch that had ZERO communication from the development team on its first day. I've been here since this morning off and on and there has been nothing. This might end up becoming a case study down the road.

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Originally Posted by Valpohawk

Lots of frustration on opening day and SE can't even assign a person to moderate the boards and respond to these issues? It won't solve the problems but it would at least indicate they are out there and listening. This is just inexcusable, horrible PR on one of the most critical days for a new game. Beyond all the server access problems, this is perhaps the most troubling issue because it could have been so easily taken care of.

Darn it - spelled LAUNCH wrong and can't fix it. Ah well.

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What? you expected a MMORPG launch to be all puppies and sunshine? How foolish

http://www.youtube.com/watch?v=07So_lJQyqw

Anyone expecting any kind of communication hasn't been here that long. Hell, I haven't been here that long (wewt, cool-dude open beta 4) and I KNOW, factually from this short experience, that SE is not spelled PR.

This problem NEEDS to be acknowledged by SE. Trust me, the result of 1000s of angry customers will hurt sales WAY more then you guys just coming out and admitting the problem and convincing us (ahem) paying customers that you care!!!!

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Originally Posted by gintoki88

What? you expected a MMORPG launch to be all puppies and sunshine? How foolish

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Hold onto your Chocobos, gintoki88 (if that is your real name!), no one expects a launch to be all puppies and sunshine. However, I think it perfectly acceptable to expect one or the other. I got no puppies. I got no sunshine. In fact, if I may be so bold, I think that perhaps you are foolish. These problems didn't pop up at launch, this is why we anticipated a fix...because SURELY no company would ever let a product launch with these prob... I want a puppy.

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Originally Posted by gintoki88

What? you expected a MMORPG launch to be all puppies and sunshine? How foolish

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I didn't expect puppies and sunshine...I read my post again to make sure I didn't say that. However, when you need to restrict people from playing your game on launch day you'd expect a professional company to at least be in touch with their customers via posting updates on their official boards. At the very least telling us they are aware of the problem, working on it, etc. My beef is with the lack of communication more than the day-one issues.

Absolutely. This lack of communication is an absolute disgrace and an embarrassment on SE's part. They want to win back a good reputation -- a whole remake and relaunch -- and they let this happen? It boggles the mind.

there is plenty of communication, you just dont know were to look and it's right on the main website. Lodestone always had the detail of what's going on and directly on the launcher as well.

Communication isn't the problem... not queue and no afk system is

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Originally Posted by gintoki88

What? you expected a MMORPG launch to be all puppies and sunshine? How foolish

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gintoki88 we have conceded to the fact that's there is something majorly wrong. problem is no response or communication coming from square enix, at least when blizzard had a horrible launch with diablo 3 they told use everything on twitter as it happened, yet SE is using twitter as a sale and promo tool. not even using their forums to tell the people who cant get into any u.s. server's why. and honestly i don't have EU friends and would rather make my character right where my friends are. all of them but me. so yes i want a explantion as to why and what the plans are and a time frame if possible, so quit trolling.

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Originally Posted by Alozaps

Absolutely. This lack of communication is an absolute disgrace and an embarrassment on SE's part. They want to win back a good reputation -- a whole remake and relaunch -- and they let this happen? It boggles the mind.

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Welcome to SE customer service. They really have never had any idea how to run an MMO and how to meet the expectations of their playerbase, particularly regarding communication.

That being said, they've already given us as much information as we actually need - that they're in the process of upgrading infrastructure. Everything else is fluff that truly does not matter - it makes no difference at all whether or not you personally understand where the problem is coming from and why. It'd be nice if they'd actually behave like a company that cares about player engagement though, I'll agree there.

Maybe once a Dev. starts to read the threads, he/she bursts into flames.. :rolleyes:

I have friends on both the NA/EU and JP servers and they confirm a total lack of any response that doesn't seem "Canned" to issues being brought up by all players.

I can not begin to comprehend any company so stupid as to rely on upsetting/ignoring their paying customers until they leave to relieve the stress on their inadequate servers.

I have managed to play a total of 3 hours since early release started.. and that includes today. SE, for your lack of Customer support, you should hang your heads in SHAME.

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Originally Posted by Rabinu

there is plenty of communication, you just dont know were to look and it's right on the main website. Lodestone always had the detail of what's going on and directly on the launcher as well.

Communication isn't the problem... not queue and no afk system is

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Seriously? I've looked at the lodestone "communication". It's a message telling me which NA servers are restricted. That's all I see. That is not the type of "good-will" generating communication I'm referring to anyways. Why can't an SE employee come on here and give us a quick update of what they are doing now to address the problem. There are rumors and trolls and bad mojo flying all around out here. That isn't good for business. So, you are telling me that some message on the Lodestone telling me which servers I can't play on is sufficient communication given what we are seeing explode here on the official forums?

Am I missing something here?

question is...i followed Yoshi's take over and now all of a sudden he isn't anywhere to be found. WTF, though he poored his life and soul into this baby, yet he cant even come forward for the P.R. department? i mean really if i was a boss, like a boss i would be canning the P.R.'s azz's for not communicating the status.

Keep in mind the forums aren't seen by non-owners of the product. People need to go to social media and explain what is happening (like Facebook - as in on their FB sites, Amazon reviews, etc)

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Originally Posted by Flarestar

That being said, they've already given us as much information as we actually need - that they're in the process of upgrading infrastructure. Everything else is fluff that truly does not matter - it makes no difference at all whether or not you personally understand where the problem is coming from and why. It'd be nice if they'd actually behave like a company that cares about player engagement though, I'll agree there.

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But they haven't specifically made clear if and when they plan to upgrade the infrastructure for NA/EU. Why is it important for players to know this information? Because they can't log in to the game, and thus, at the very least, they deserve to know. Their posting with "Japan" in the title only caused massive confusion. They should have recognized that the posting wasn't clear in terms of which servers they were talking about and adjusted the posting or clarified it. But they didn't even bother. And what about timeframes? What about at least a rough idea of the plan moving forward, beyond the login limitations? It is as if they completely mentally block out the player activity on the forums and comments on the Lodestone, etc. entirely and just drop in with some cookie-cutter apologies in complete tunnel vision.

I think what people want is SE to just admit that they messed up. When companies don't come out and admit that they dropped the ball, it makes consumers feel like they are been hood-winked. When a person feels like they are being hoodwinked, then they tend to get angry and upset. When a person gets angry and upset, they tend to want to revolt against the man (in this case SE.) When people revolt against the man, everyone's feelings get hurt. So just get satellite tv... I mean... just admit that you messed up in a sincere apologetic way and we can all move on.

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Originally Posted by Flarestar

Welcome to SE customer service. They really have never had any idea how to run an MMO and how to meet the expectations of their playerbase, particularly regarding communication.

That being said, they've already given us as much information as we actually need - that they're in the process of upgrading infrastructure. Everything else is fluff that truly does not matter - it makes no difference at all whether or not you personally understand where the problem is coming from and why. It'd be nice if they'd actually behave like a company that cares about player engagement though, I'll agree there.

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I'm in the process of time travel and lottery winning. The problem here is not that both of those statements might be true, but that if people had paid me money to provide either. If in fact people had advanced me money to provide either of those things. Or, and I'm just getting crazy here, if I had told them that for an advance payment they can time travel before anyone else and really mess up Marty's life. The problem is that I sold these things, I did not deliver those things, I'm promising to...honestly, I'm even apologizing about my problems with calibrating the flux capacitor... I've gone way off on a tangent there and I apologize. The point is, while I believe you that they've said they're upgrading the infrastructure....that means nothing to me. Tell me when I can use the service I've paid for in a manner that's satisfactory to me-the paying customer.

I feel exactly the same way, I feel that they should have been ready for this too, many many people purchased this game. They also preordered it so they can get early access and to get extra benifits, this makes me feel like I hurried to make sure I paid for something to not even get to use it. Everyone is just sitting there trying to get in the game over and over. I don't understand why at least it doesn't just queue all of us. I would be less angry if I knew I was just waiting in a huge line to be able to get a chance to get in but, all it gives you is "The game is full and try again" well I have tried for two days and picked up the game today and was thinking it would all be dandy and ready to go. I would be even ready to pay right now for subscription if it meant I got in. So know I am just sad :( and waiting to get in, clicking the button repeatedly lol like a zombie.....so ridiculous in hopes that it may possibly let me in or somebody freezes lol.

These issues were happening well before launch and I had hoped they would have been fixed by now.

The lack of information is the worst part, too.