Letter from the Producer LIVE Part X: Will the netcode issue be honestly addressed?

[Alcyon_Densetsu]

oops
(answers to your questions are above, Arcari. Post #116)
(for whatever reason I posted here but I had reserved a post above already )

Yeah, I understand that part of it.. I just think saying something (even if it is just PR crap) would be better than nothing. I mean.. that's what the PR department is there for right? I also think if they don't plan on addressing it then it will end up damaging their reputation more for future titles if they keep quiet and pretend it doesn't exist. There have been lots of MMOs, or products, with botched releases that retain customers by how they react to them. As silly as it is to talk about trust between a company and a customer, that bit is important. Customers need to trust that the company will address concerns, especially major concerns. When a company breaks that trust, as SE is doing by remaining utterly silent on the matter, it takes considerably more effort to regain that customer after they leave.

I should probably state that I use to work as a customer service rep for Amazon. So my expectations on customer service, and establishing trust with your customer are exceedingly high.

I so agree with all that. Well, maybe I just think that at this point they need substantial PR as in the noble sense of "public relations" and not just some spin doctoring that wouldn't mean much, but I totally agree with the rest.

And why am I not surprised you worked for Amazon? So indeed, you do know how incredibly good customer support can be, and how it goes a long way towards building a lasting trust with your customers. Which is what matters most, much more than selling one product or two, much more than losing a dollar here and there.