Your Customer's Trust, Confidence and Loyalty

[ClaireBear]

I think the reason people still have this type of mindset that its perfectly acceptable because they think that the company has a finished product. Which in this case SquareEnix has a fully complete game. However, people fail to acknowledge that having a working server with minimum downtime to fully access the game content is still a part of the overall product. And since the server is having issues with 50% of players not being able to access game contact the product thus is rendered incomplete.

[Sahdee]

....They can work a little harder in the PR department.

*cough* ....what PR department? >_>

As per my understanding, their PR department is about as real and tangible as my ability to log into the game =D

Also, nice job in making a thread that tackles the issues everyone's talking about in a respectful and factual manner =]

On a side note, like others here, I'm getting increasingly annoyed at the people making excuses for a bad launch. Of course stuff happens, that's life. That doesn't mean that we need to lower our standards and expect bad service. It's almost like these people want us to blame ourselves for expecting any good things from a game.... anyone else see what's wrong with that line of reasoning?

If software developers/publishers made cars, they'd all ship with flat tires, no batteries, and only one spark plug.

To say that it's "normal" for software to be released this way is completely unacceptable.

^THIS

Alot of respect was lost this weekend

And that, right there, is the real problem.
That's what this all comes down to.

[Belldandy]

SE just wont's listen that is the problem . Everyone is shouting put a sort option for the inventory..nothing ! Or put the quest option (to toggle which quests appear ) but no ! It is like because it is SE they can get away with a sorry we are working hard . It is as Claire said , we don't care if you are working hard . It is a product we pay for with our money so it is either work properly or full refund . SE's policies had always been fallacious to say the least !

[Treanna]

Interesting tidbit: Just read a news blurb about the early acces debacles... and apparently the game director has been quoted as saying "If all the simulataneous logins don't stop, then these issues won't be able to be fixed"

So bsaically... once we stop trying to play the game... they'll be able to fix it...

Intersting business concept...

Also, if the servers are down for maintenance, are they having issues with logins then?

[ClaireBear]

Are you able to link that news blurb? That would be outrageous if he really did say that.

[WaffleWolf]

*cough* ....what PR department? >_>

On a side note, like others here, I'm getting increasingly annoyed at the people making excuses for a bad launch. Of course stuff happens, that's life. That doesn't mean that we need to lower our standards and expect bad service. It's almost like these people want us to blame ourselves for expecting any good things from a game.... anyone else see what's wrong with that line of reasoning?

exactly what I think too. Why is this a new excuse now? Shouldn't people learn from past mistakes rather than set it as the new bar? WoW had a bad launch therefore it is ok for everyone else to have a bad launch as well. It's normal.
I never quite understood why this is even a valid excuse for this kind of problem. Yes, if this was some glitching or massive lag then maybe it's more fitting of this reasoning, but isn't this problem a little bit on the grander scale of things?

[ClaireBear]

Fluid Aura!

[Turbotailz]

This issue probably be solved this week because its going to be worst on the 27th if not fixed. This is like the Diablo 3 treatment when the servers had too much volume in the beginning. The servers crashed, errors appeared and this went on for about a week or almost close to two.

[Toxictaru]

Interesting tidbit: Just read a news blurb about the early acces debacles... and apparently the game director has been quoted as saying "If all the simulataneous logins don't stop, then these issues won't be able to be fixed"

So bsaically... once we stop trying to play the game... they'll be able to fix it...

Intersting business concept...

Also, if the servers are down for maintenance, are they having issues with logins then?

Horrible misquote.

If they wanted to fix the issue and reduce the amount of people logging it at the same time, they'd take the servers down outright.

It would be incredibly stupid to say "hey guys, everyone should try to stop logging in at the same time" because that would indicate, very heavily, that there is something else significantly wrong. Something significant enough that it would mean this game is nowhere NEAR ready for launch (when the reality is that it is). A server needs to be able to handle multiple incoming connections at once. Part of the queue system you see right now is designed to facilitate the reduction in simultaneous hits (if you were trying to log in yesterday and got a queue, you probably also noticed it lasted for less than a minute, even if there were over 1000 people ahead of you).

The problem, as has been discussed ad infinitum for the last day, is an issue of a lack of hardware, or at least a lack in processing power on the hardware currently available. I've come to the conclusion that they're just stalling right now while they wait for the new hardware to arrive and be imaged, integrated in to the network and start being part of the load balancing. That is reasonably educated guess. Until that happens, we're screwed.

I'm not trying to white knight here either, I've been very critical about the whole situation over the course of today, but the lack of information means SE is in a pretty bad place. The fact that each maintenance has not sorted out the issue means its highly unlikely to be a software issue, leaving only hardware as the potential issue. The NA/EU DC is hosted in Montreal, and there are a few major backbone connections there. Don't make the incorrect assumption that SE didn't pick a place that didn't have the capability to handle it. Their mistake is that they didn't implement enough hardware.

[zAsiaguard]

...
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."

I agree 100% on this. It's kinda annoying to see players who are as affected as us all say 'give SE a break'. That time has past. Beta is over. No more excuses. A lot of folks were on the 'give SE a break' boat but that ship has long sailed. A lot are now on the 'I pre-ordered for this?!?!?' and 'Fuck if this still happens on full release I swear I ought to...'.