Your Customer's Trust, Confidence and Loyalty

[ClaireBear]

Critical Bump!

[Aniowien]

I feel I have to share my two cents here even though I might get hounded. While I understand the fact that SE should have and could have prepped better for this, because I mean what is a beta for if not to test out this stuff to make sure it works before launch, but I am not giving up on the game just because the servers are down (and a few duty quest and duty finder mishaps), I can still play on the Jp servers for now and, above all else, enjoy THE GAME! The game is beautiful and I plan on looking past the server mishap and gameplay kinks that can be fixed and Pay and play until the game is shut down. It maybe a week, month or several years from now but I'll play til then because I enjoy the game. Others can move on and find another game more their forte and that's great and they can vocalize their frustrations but don't use 'white knight' as a derogatory term for those who don't share your hate for the game and defend the game. Thank you.

[ClaireBear]

I feel I have to share my two cents here even though I might get hounded. While I understand the fact that SE should have and could have prepped better for this, because I mean what is a beta for if not to test out this stuff to make sure it works before launch, but I am not giving up on the game just because the servers are down (and a few duty quest and duty finder mishaps), I can still play on the Jp servers for now and, above all else, enjoy THE GAME! The game is beautiful and I plan on looking past the server mishap and gameplay kinks that can be fixed and Pay and play until the game is shut down. It maybe a week, month or several years from now but I'll play til then because I enjoy the game. Others can move on and find another game more their forte and that's great and they can vocalize their frustrations but don't use 'white knight' as a derogatory term for those who don't share your hate for the game and defend the game. Thank you.

I haven't given up things will get better (hopefully soon).

[tifrobond]

1. To say the developers couldn't have know all of these issues is right, but however you have to take in the fact that this has not happened once not twice but tree times. in the time I have played this particular version of this game as well as having these same problems with the first launch of this game. this is not only the time to say they should have know this is the moment to go and basically say "what the hell are you doing? twiddling your thumbs hoping to fix itself?".

2. from what I previewed in the first open beta of the 1.0 version these problems were there and not only that the code used from one edition to another from what I can tell is about 80% reuse and then the new project just imposed 20% new systems such as duty finder and fates and limitations of classes to cities and to quote another form this forums "do you think if I went into work and messed up and it was my first day the boss would just go oh its ok its your first day your new here" hell no he wouldn't you'd go on a list a metaphorical list but a list of people who cant perform or cant hold there end up.

3. from a consumer side this is absurd. 3 full beta's a 3 day stress test and I'm not aware of how many alpha's they performed, a previous failed launch as in failed I mean unsuccessful and ended up getting worse with time. and from what I can tell the developers and project leaders play this game and others and it seems since Yoshi is on record on video record saying he will be playing this game on JP severs and those severs have little or no reported issues seems a little self serving (however taking and considering the fact that the reason for the JP severs having limited problems might be the they are using the JP sever is being the test subject for fixes before rolling it out to everyone). still isn't enough

4. the news and info since about 1:30pm PDT which if you didn't know is 4:30pm EST and 9:30pm in the UK and etc, is pathetic no maintenance declared not even a acknowledgement of the game problems have been posted to the website since 1:30 PDT it is now 7:49 PDT roughly. THIS IS COMPLETELY UNACCEPTABLE FOR ANY COMPANY. I this was a company providing a service they would have one hell of a class action lawsuit, under the terms for US at least lack of services, unsatisfying service, unequal unbiased treatment. As for the terms under of continued service agreements the failure of proper delivery of service offered.

[Myrik]

it doesn't matter at this point all the media outlets are already spreading the word about this complete failure online.. soo all the hype SE built up they let it slip on by by doing nothing.. well.. if SE continues in their normal mmo form I guess this ban will stand until enough people just quit so then they wont need to make more room for players.. seems to be working so far.. the forums are completely overrun with people begging for refunds and talks of quitting.. and still nothing from SE other than "sorry please bear with us" well.. seems a lot of people are tired of hearing that.. over.. and over.. and over.. and in this case.. over again... ahh well im givin up for the day.. guess ill try again at 4am when hopfully most people are asleep...

[Callence]

I am going to add my $1.25 to this conversation. Since the launch of V1.0, SE has been scrambling to fix the bad PR that surrounded the game. (IE: no charge on the game time for almost a year) Once the game started to recover, SE asked the people that were playing V1.0 to start paying. The people who paid to play V1.0 did so with the expectation that v2.0 would be much better than its counterpart. Now we arrive a day before V2.0's launch and we are having these issues to where people can't log in, servers are full, etc. To me, the people who played V1.0, myself included, expect more than what we are seeing. We expect to be able to log into the game, enjoy the game, and reunite with people and guildies that were separated during server moves, leaving the game, etc. However these expectations have not been met.

Personally this issue is not helping SE in their PR department. You can have a lot of promo tools such as Screensavers, wall graphics, media, etc. however they do not mean a hill of beans unless your final product delivers. So far, SE has the product that they promised, rebuilt and all, but they are failing in their execution and delivery of the product.

SE failed to plan for this contingency. There are other businesses and industries that fail to plan, and when you fail to plan, it results in situations like this to where people are unhappy.

If I was the Data Center manager, I would absolutely be embarrassed on they way this situation is being handled. There needs to be more servers added for the NA side, a proper AFK log out timer, a higher response time (Almost all data centers that I have either visited or worked for has a 15 minute Tier 1 ticket response time, 30 minute Tier 2 ticket time, 1 hour Tier 3 ticket time, and 2 hour Tier 4 ticket time. If the situation goes past a Tier 1 ticket, all hands should be on deck immediately, working towards a resolution. This should be in SE's MTR (Mean Time to Resolve) and documented in their SLA (Service Level Agreement) If the SLA was not followed, the Data Center Operator/Engineer would be immediately be terminated based on the impact and severity level of the outages.
I look at it from a cellular provider standpoint. If I went to a cellular providers Data Center, unplugged or turned off a server that handles LTE or 4g cellular traffic, cause 65M subscribers to be offline for several hours, I would be instantly fired, and blacklisted from working in any tech industry ever again. Also the repercussions of this could also cause customers to leave based on the situation alone. This situation should open up SE's eyes and get them to realize that they need to get it together and quickly if they want to turn it around. Most people do not give a second chance to make a good impression, but SE asked us to give them a second chance. SE needs to promote a good impression. Bottom line.

[Alks]

I think Square is well aware that they are putting the game's reputation at risk. I strongly believe that open beta should have been scheduled to cover a week at least in order for them to ponder the exact risk of the population that was to be expected to connect due to pre-order volumes.
The past however is not up to us or them to fix anymore. I don't think all the angry posts are going to get us any kind of resolution except painting an immature picture of the player base, humor still stands to cope however and above all the point that really needs to come across as many have said before in this thread is that what is doing the most damage right now is the lack of transparency. People are getting angrier because as time goes they still hold high hopes to connect and the consequence is that the disappointment is piling up for players. Coming clean and giving an ETA even if it is to say servers are going to be offline for a few days would at least give people realistic expectation and avoid to do more unnecessary harm.

[ClaireBear]

I thank you for all your replies and remaining civil while doing so! Bump!

[Menoski]

Can people confirm wether or not we are getting the first 30 from launch for free, or are they really expecting us to pay on Tuesday given the situation?

[ClaireBear]

Can people confirm wether or not we are getting the first 30 from launch for free, or are they really expecting us to pay on Tuesday given the situation?

I am assuming you mean purchasing either the physical copy or digital copy on the 27th? If so you automatically get a 30 day subscription after which you will pay the monthly subscription fee.