Quote Originally Posted by Arcari View Post
See, the bolded part is the forbidden reply that SE cannot say at all costs. I'm not saying you would immediately run off (you seem like a lady of your word for sure), but a quick look around this forum tells me that "we do not have plans to address it" will be the death sentence for a lot of players. I'm pretty sure SE doesn't want to lose their money like that lol. But those first two answers don't seem so appealing either... it could easily just be perceived as "PR crap" like someone around here so kindly put it. I consider myself one of the most optimistic people in the world and even I would have a hard time believing whatever SE had to say about the issue. I don't know, it's kinda sad to think about it that way.
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.