Lator Mors
Brutor Tribe
Minmatar Republic
7
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Posted - 2013.11.14 16:01:00 -
[1] - Quote
Thoroughly disappointed in the CCP Dev Blog response to this. Others will nitpick their way through the post, but this was a cover-your-*ss post by a corporation (I know, I work in marketing for a 50k+ person service company).
The one ingredient missing is the acknowledgment of the frustration, anger, and disappointment thousands of customers experienced. It's PR 101 - the emotions won't be diffused and the issue resolved until people feel that their views/feelings are understood by the company. Without saying "we're sorry" or "we understand we've let some of you down" or even "we made mistakes that effected you", this comes across as a hollow restating (and in some cases, mis-stating) of facts already covered by players in this and other threads.
The part that got me was their comment about Empire capsuleers leaving the fleet when it was clear we were going into low/null sec. My own experience, and others based on forum posts, is that most people left when they had to make 15-20 jumps through high TDi and they perhaps didn't have 3 hours to spare.
The entire blog reeks of revisionism (rewriting history to make yourself look better and gloss over the negatives) and fails to address the very obvious trust issue that is apparent throught player posts about the event.
Companies can apologize. They can say sorry. Admit mistakes. Acknowledge a failure. Most do. All without risking bank-breaking lawsuits. An apology. A token reimbursement (zero value certificate or something). Anything to acknowledge the customer's viewpoint and leave them feeling treated fairly. It's what good companies, who care about their customers and public image, do when they screw up. It's Customer Support 101.
Did they address many of the questions players asked? Yes. Did they provide a summary of the event? Yes, though through rose-coloured glasses.
Did they address the underlying issues that caused hundreds of players to express outrage in the forums?
IMHO - not even close.
And as a long-time Eve player with multiple accounts (high, low, w, and null-based), I'm more disappointed in CCP than I was before the blog. It's not a rage-inducing disappointment. It's the sad, head-shaking disappointment you feel when you've spent years trying to help a drug-addicted friend through multiple rehabs and OD's, only to finally come to the realization that they're well-and-truly gone and nothing you can do will can help them help themselves.
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