Originally by: LocalHost

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To CCP Fallout and CCP Staff :

If I may, it really seems like a fail cascade that could have so easily been avoided. Even with the abusive (from a player's view) treatment of subs like myself by your CEO literally, and by attrition the CCP Team.

Consider, I'm a RL Executive for a Data Center company (CTO). In our company, whereby we serve the same international flavor of customers, it is a published rule that customer issues ultimately end up on my desk, and are discussed with the CEO daily in our daily executive briefings.

It is beyond comprehension that given the magnitude of outcry, that the CCP CEO and other senior management haven't made a direct statement to the player base. Worried about PR ?? I mean seriously, give me a break, when your company is receiving the hugest black eye in history due to the exact behavior described (perceived arrogance, indifference, etc), the LAST thing CCP should be doing is ignoring the issue.

For what it's worth, I'll make a suggestion from my company's playbook. The first thing I would do is compose a short, concise email that could be circulated to my affected customers, stating that I am sorry and apologize for the perceptions and issues that had arisen. Further, that I would be investigating the complaints and would provide daily updates via email until the course of direction is decided and resolved. Last, I would designate in addition to myself, our PR Relations officer and a CSM that would continue to be highly visible and involved, and offer clear escalation paths to my team so that NO issues are being dropped.

THIS IS STANDARD CORPORATE TRIAGE MODE FOR SUCCESSFUL CORPORATIONS.

Instead, the palpable arrogance and lack of ANY clear communications is staggering. I don't know about executive staff at CCP, but I'd be unable to sleep literally, knowing that the company I built was crumbling around me and I did nothing to try and staunch the flow, regardless of how much money I may have already made personally from it.

So again, instead of being arrogant and distant, as so many have noted, a STRONG suggestion would be to :

1. Immediate statement from CEO, stating that CCP is sorry for not responding sooner and that this will not be happening again

2. Immediate clarification of what is really a simple issue WRT the monetary issues and how this will be played out. Note, if there's concern about your investor base, I'm pretty sure they understand that declining user base = less MRC = Less valuation of company and consequently an ROI that is in decline.

3. Drop the perceived arrogant Icelandic "way of life" and come down off the pedestal by getting in front of the issues by using your webpage first and foremost, and forums to let fans and players know you're listening.

4. Create a webcast in similar format to the Alliance Tourney whereby the CEO will speak directly to the customer base and answer each question on point that has been raised

5. Publically announce that CCP will be reinvesting in the player base that made them what they are today.

Again, it just simply blows my mind that the above steps haven't been taken yet. Surely, the arrogance and perceived "power" of managing a very successful MMO hasn't gotten to everyone's head ? Never mind that emails were leaked and how you really feel was exposed, issue an apology and be done with it. I can assure you that nothing sucks more than the fall from the top more than knowing you could have prevented it, but didn't because your ego was in the way......

Anyways, sorry for rant here, but as others have said, it just really ****es me off that a game I've invested time and energy into is falling off a cliff and taking a huge black eye, simply because management can't seem to be able to do the one thing they are paid most to do : Manage and get involved in the issues actively.

/signed

Localhost

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