#0 - Aug. 29, 2009, 6:33 a.m.
I started to play this game 4 years ago with my family for one reason, we enjoy the game. My kids LOVE running instances.
Now, they don't play. Why, simple. We log in, join a party...take the 10 minutes to go to an instance with their characters, then spend up to a half hour trying to get in. So, they have stopped logging in. Sadly, they don't play at all now.
Blizzard, this is a simple thing.
- Acknowlege the problem and disclose a plan for resolution.
- Give your customers an estimated time when they can expect to see the issue resolved.
Yes, some technical solutions are complex and require time. And yes, problems will occur and need to be resolved. Anyone that doesn't believe that hasn't run any significant technically complex projects.
Most importantly, YES, your paying loyal customers deserve to be informed of the plan, and an expected time things will return to normal. Keeping them in 'limbo' on the problem is easily the worst possible customer service path possible. Acknowledge you 'will' fix the problem, or you 'will not'.
It is not the customers fault if Blizzard is unable to maintain a level of service their loyal customer base has come to expect after years of playing the game. Despite the complexity or significance of the problem, Blizzard is directly responsible for the change in the game. Due to poor planning, poor load modeling, whatever the cause, acknowlege responsibility and inform your customers.
I am honestly dissapointed in cancelling my subscriptions after 4 years. But the reason is simple. The problem has existed for a year. I have received neither an acknowledgement of the problem nor a plan and estimated time I can expect things to come back to normal. Not a level of service I will continue to support.
When my subscription time runs out...I bid you all a farewell and happy gaming.
Preamp
