customer-relations
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Compensation planned for WildStar's name reservation failures
WildStar players attempting to reserve their name yesterday ran into a bit of a problem -- namely, the fact that it didn't work. Maintenance took place, the page went up and down, and a lot of people trying to reserve important names ahead of time found themselves unable to do so. Needless to say, this kind of defeated the entire purpose of allowing people to reserve names ahead of time to ensure that they're available on launch. A recent forum post by Jeremy Gaffney apologizes for the issues and promises that compensation is planned for players affected by the issue: We'll compensate to the best of our ability in a fair fashion for folks who missed out on a name (or really folks affected in general) in as rational a fashion as tech and fairness allows. The details will need to be fleshed out before we communicate so we don't make a misstep on that; there are lots of moving parts. He went on to state that this was not a planned stress test as well as discussed the reasons behind gaps in communication. If you think your name got through but want to double-check, you can do so via the method outlined in this forum post.
EVE dev video talks customer relations and server nodes
As part of a refocusing on developing EVE Online, CCP Games has recently taken us on a video tour of its art, features and core technology departments. This week it's the turn of the customer relations and Virtual Worlds departments as CCP Guard finds out what makes EVE tick. In his visit to the den of GMs, he finds that important stuck queue petitions are answered on average in 15 minutes, a response time much improved compared to a few years ago. Guard chats to several people from CCP's Virtual Worlds department, which is responsible for keeping all the EVE server clusters online and improving performance. CCP Hunter discusses what goes on during EVE's daily downtime and reveals that the once hour-long period has been reduced to only nine minutes per day. We also find out about recent hardware upgrades and the infamous "supernode" deployed for large-scale nullsec wars. Skip past the cut to watch the full video in HD.
CCP announces new Customer Relations details
A couple of days ago, CCP announced that an alarming number of team members had been laid off. Many EVE Online players were understandably concerned about what this might mean for the future of the game. CCP aims to put those concerns to rest with a new dev blog entry released today, which announces that CCP's Community Team has been merged with Customer Support in order to form a new Customer Relations department. The community team has also been relocated to CCP's Reykjavik offices "and will be working closely with every development team to ensure that players are kept up to date with what is coming to EVE." CCP is aiming to increase communication with players and in the coming weeks, the company intends to begin by bringing out a series of short videos which will focus on what's currently in development for EVE. For all the nitty-gritty details, head on over to the official post at EVE's site.
The Anvil of Crom: Player feedback and "Raving Fans"
A long time ago on a career path far, far away, I served as a director in a small business consulting firm. The project was spun off from a larger, older company, and its aim was to provide better and more personal services to a subset of clients that the parent firm was struggling to connect with. Along with my new assignment, I was handed a copy of the book Raving Fans by our CEO and instructed to commit its principles to memory and to integrate them into my daily workflow (despite the fact that said workflow had little to do with direct client/end-user interaction). How does any of this relate to Age of Conan or The Anvil of Crom? Well, the book is basically the businessman's customer relations Bible, and I was reminded of it earlier in the week when Funcom's Craig "Silirrion" Morrison commented on a Daily Grind that I wrote about game developers and the large gap that often exists between their products and their customers' desires.
Funcom's Morrison answers frank forum questions
Game developers are rarely forthcoming with their customers, and given the realities of competition and the amount of money funneled into marketing budgets these days, that's not really surprising. What is surprising is the accessibility and frankness of developers like Age of Conan game director Craig "Silirrion" Morrison, who recently took the time to post at length on the game's forums. The Funcom executive producer responded directly to a number of questions generated by an unhappy subscriber, and, even though the ensuing discussion occasionally veered into troll territory, managed to acquit himself (and the game) rather well. "Firstly I don't think we need a 'savior game plan' as we don't need 'saving'. The game is stable and has just had a succesful launch of an expansion pack. Is there stuff we still want to improve? Yes, there sure is, and is there lots of new stuff we want to add in over the coming years, yup, same again, definitely is. So no resting on laurels, MMO development is an ongoing affair and we are committed to keep on improving the game and what it offers," Morrison wrote. You can read the full exchange on the official Age of Conan forums.
