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blankseplocked If you were CCPs PR guy, How would you fix this mess ?
 
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Republica Winder
Caldari
State War Academy
Posted - 2011.06.23 13:13:00 - [31]
 

And he should be working on his CV anyway. The gig he has now isn't exactly going to last much longer without customers.

I'm sure Craptic, SOE, Zynga, and other "stab our customers in the back" publishers are looking to hire good little toadies.

Tobiaz
Spacerats
Posted - 2011.06.23 13:13:00 - [32]
 

Most business solve these kind of things by reshuffling some upper management to fill up the demanded 'rolling heads' quota. Then they promise to turn over a new leaf while walking the exact same path as before.

Rinse and repeat, especially if nobody in sales&marketing gets to feel the whip. They are the ones that usually come up with the stupid ideas that kills their company, but they are rarely the ones held responsible.

Jade Constantine
Gallente
Jericho Fraction
The Star Fraction
Posted - 2011.06.23 13:15:00 - [33]
 

Edited by: Jade Constantine on 23/06/2011 13:15:51

1. Patch next week to restore traditional hanger view with a new option to "disembark capsule" that launches CQ if you want to. (different graphic options for CQ / in space eve on the options page.)

2. Forget the Aurum store its a fiasco. Convert all current virtual goods to virtual goods blueprints and seed them on the market and let players produce these things with player-driven industry. Kick Aurum currency into the long grass of history.

3. Be happy you have a loyal and dedicated player base who is happy paying a high rate subscription for your online game.

4. Engine trails and new cyno effect in July as a bonus to say sorry for the mess up.


Yabba Addict
Posted - 2011.06.23 13:17:00 - [34]
 

Originally by: CCP Navigator
Inappropriate images removed. Please bear in mind that this is a teen rated forum.

Thank you.


Aha, now we know CCP's new target demographic, no wonder they intorduced all the barbie stuff


Naitrayera
Arthashastra
Posted - 2011.06.23 13:18:00 - [35]
 

There is no question about it that PR cant fix this.

But as you all can see CCP is not even communicating to the players, so probably PR will be the first step.
And i think they are simply too puzzled and startled to articulate some kind of response to the customer base.

And imho i simply dont see how they can calm and regain trust of so many angry customers.
I would honestly like to see that they try to fix this mistakes (tehnicaly and PR wise).


@ Jaroslav, The issue is not if those problems which many players are angry about are real or not, the issue is how could all those players (with real concerns or not is not important) be calmed down and reassured.


Ranita Drell
Intaki Liberation Front
Posted - 2011.06.23 13:18:00 - [36]
 

Edited by: Ranita Drell on 23/06/2011 13:38:53
The serious problems are easily addressed, though it would have to be via executive decision and not just the silver tongue of a PR flunky. Here's the approach I'd probably take to concede some ground to my angry customers while saving some face and not completely abandoning the plan and the resources that have been devoted to it:

  • Reiterate CCP Zulu's devblog post on virtual goods, stating categorically that only vanity goods will ever be sold through micro transactions. Or if CCP isn't willing to make that commitment, at least put a moratorium on such things. CCP Soundwave is demoted, fired, or at very least writes up a dev blog laying out the arguments against MT and states that he respects that position, even if he doesn't share it -- he apologies and makes excuses for his shameful lack of regard for customer preferences.

  • On poor CQ performance, promise continuing tweaks and optimizations (and pursue them) and point out that Incarna, point out that station environments can be disabled, and announce that the old hangar view will be restored. Repeat the old company line that while the official view is that Incarna is still an integral element of the EVE experience, recognize the fact that force-fed implementation was, in retrospect, poorly considered and didn't make for the best possible gaming experience.

  • Overheating CPUs/GPUs: Not sure on this one ... I don't think CCP is completely liable for this one. If we're talking about ordinary slowdown and high temperatures, this just goes back to the previous point. Maybe there is some shoddy code and CQ is far more demanding than it should be, but shouldn't there be safeguards that kick in on the hardware/driver/OS level to prevent permanent damage? Beyond this, I'd the reiterate previous point about making CQ optional and optimizing/fixing it and state that we're still investigating the reports.

  • Announce that NEX prices will be dropped, across the board, to 1/10 their current prices. I'm not an expert here either, but I suspect they'd make more money at such prices anyway. A cut to 1/3 or 1/5 of current prices might hit the revenue sweet spot better, but would still be overpriced IMO. Some sort of price drop seems inevitable though. Players who have already purchased items will be refunded the difference in aurum. Even Scott Holden, in the internal CCP newsletter said that "faction battleship prices for a pair of sunglasses for my avatar would be silly" (paraphrased).

[Edit: Cleaned/clarified some things.]

Republica Winder
Caldari
State War Academy
Posted - 2011.06.23 13:19:00 - [37]
 

Originally by: Jade Constantine
Edited by: Jade Constantine on 23/06/2011 13:15:51

1. Patch next week to restore traditional hanger view with a new option to "disembark capsule" that launches CQ if you want to. (different graphic options for CQ / in space eve on the options page.)

2. Forget the Aurum store its a fiasco. Convert all current virtual goods to virtual goods blueprints and seed them on the market and let players produce these things with player-driven industry. Kick Aurum currency into the long grass of history.

3. Be happy you have a loyal and dedicated player base who is happy paying a high rate subscription for your online game.

4. Engine trails and new cyno effect in July as a bonus to say sorry for the mess up.




/signed.

Indeed, as I said, getting rid of the cash shop and undoing this mandatory walk around our jail cell crap represents the BASELINE MINIMUM that CCP must do to keep my business. I'm not prepared to negotiate on this either.

Shang Ty
Degenerate Corp
Get Off My Lawn
Posted - 2011.06.23 13:19:00 - [38]
 

I wouldn't be surprised if they ended up bringing in Derek Smart as their PR guy to help them with his excellent communication skills. It would top off this entire stinking pile of poo that CCP has put out over the past few days. My 5 accounts have been canceled over this entire mess, least till CCP gets their head out of their rear and if its even possible, fix the massive mess they made.

Dr Lebroi
Posted - 2011.06.23 13:19:00 - [39]
 

The whole thing is a done deal now. CCP have too much invested to do an about face. Changing their plans to finance WoD and Dust from sources other than Eve subscriptions and MT within Eve would require radical company re-structuring, brand new business plans and investors/funding from other sources at a very late date, plus it would go against what the core leadership of the company earnestly believe the new direction of the company should be. AINT GONNA HAPPEN.

It's now going to be a game of chicken with CCP in one corner believing the players have too much invested to walk away from Eve and the players in the other corner who will need to flush many years worth of effort down the toilet to prove they are serious. THERE WILL BE NO WINNERS.

Worse yet, this is now becoming a global media issue that is hurting CCP's credibility badly. Credibility is everything in business and a lack of it could kill CCP's new projects unless they are utterly amazing - I see no evidence to support this. If they die Eve might well go down with them. No winners people, no winners.

engjin
Minmatar
The Konvergent League
Shades of Gray
Posted - 2011.06.23 13:22:00 - [40]
 

CCP needs some education and help in Change Management

Firh
Posted - 2011.06.23 13:23:00 - [41]
 

I'd give everyone a damn monocle and say 'THERE, YOU HAPPY NOW?!?'.

Blue Harrier
Gallente
Posted - 2011.06.23 13:24:00 - [42]
 

This debacle puts me back a few years when the ISP I am with went through a similar ‘phase’ in its ‘growing up’.

When I signed up way back when, the company was a small to medium family type business, the staff were helpful, the helpline agents knew their stuff and the forums were full of praise and goodwill.

Then because the company was growing a new CEO and upper echelon staff were engaged and appointed with a ‘we know best and our customers know nothing’ attitude.

Within months the forums were blazing and the hatred and venom of some of the posts had to be seen to be believed, many, many customers left in disgust at the attitude of the company. Even some of the older staff could not handle the tirade of the customers and either left the company or switched to less stressful positions.

Just before the company went under the very hard decision to ‘re-deploy’ the CEO and some staff and to bring back the more understanding management style succeeded in turning the companies fortunes around. I’m still with that ISP and it is now winning accolades left right and centre for customer satisfaction.

So CCP think about the above, and remember these forums are seen by everyone all over the world old, new and prospective customers alike.

Mithfindel
Zenko Incorporated
Posted - 2011.06.23 13:25:00 - [43]
 

Edited by: Mithfindel on 23/06/2011 13:25:17
Why hasn't "rope" have been brought up yet as a "fix"? I'd leave it up to the PR folks to decide whether it goes with torches and pitchforks, or whether they rather use it for themselves.

Right now, CCP is somewhat committed to have their RMT, so so be it. What would be needed is somewhat with a clue, or if such a person is not found (not commenting rumours about CCP paying its employees with peanuts), then they should start taking advantage of their official player contacts, the CSM. As far as I am aware, their recent PR disasters - except the newsletter - could have been averted by approaching slightly more cautiously. The fact that they thought that no one would get offended by their plans of introducing anything close to RMT-your-ship and Subscription 2.0 (yes, I know - the original WAS April Fools joke) or restricting one of the few "features" to the e-rich in their zero-content "patch" introducing a load of new bugs.

Efraya
Minmatar
Posted - 2011.06.23 13:25:00 - [44]
 

If I were Eve's PR, what would I do? What an excellent question.

Firstly, explain why incarna deployment was delayed (SQL Stored Procedures updating all of the records in the DB was miss-estimated.)

Fair enough, we can live with that.

Solving this MT debacle on the other hand, well you've got people who have already purchased some items so what ever course of action that is taken these people need to be handle'd carefully. I think that the best course of action is to have the initial items in the store removed completely, satisfying the purchasers with unique goods. Pull them out of the store, rejig them and reprice them.

That and apologize unreservedly.

Lin-Young Borovskova
Posted - 2011.06.23 13:25:00 - [45]
 

I'd start by IP and CC ban people ruining players experience IG.

And I'd even pay for that.

Naitrayera
Arthashastra
Posted - 2011.06.23 13:26:00 - [46]
 

Edited by: Naitrayera on 23/06/2011 13:26:33
Originally by: Dr Lebroi

Worse yet, this is now becoming a global media issue that is hurting CCP's credibility badly. Credibility is everything in business and a lack of it could kill CCP's new projects unless they are utterly amazing - I see no evidence to support this. If they die Eve might well go down with them. No winners people, no winners.


Yeah, coz if eve dies dust is dead right in the start.
And with all the bad credibility like that i dont think wod could even start.

They need to do PR magic right now,
or go along lines the picture someone posted (kidding, i really hope they wont go that way).

Spookyjay
Caldari
Animosity.
Posted - 2011.06.23 13:27:00 - [47]
 

Edited by: Spookyjay on 23/06/2011 13:27:27
How to fix this should not even be being asked.
Facts are all CCP needed to do for this to go smoothly was:

1. make incarna a button in the hanger view that took you to your CQ. Leaving existing game play intact and not upsetting any one on that front.
2. Look at what they consider a normal transaction ie. the $15 sub a month. Then work out what would be a micro transaction compared to that. so micro transactions at $1-$5
6. Make the Store take for example: 1 unit of Nightmare + $5 of Arum = New nightmare sparkly skin.
7. Make store take for example: 1 unit of Raven + random ship components + $2 of arum = Raven with a extra arm and leg pointing out but no actual fitting changes .

8. RELEASE INCARNA.
9. Never ever offer advantage for RM trading.
10. Enjoy reception of incarna by content player base.


It was that simple. CCP need to investigate how this **** storm could have been allowed to happen when the correct way for this to have been done is so obvious my son came up with those 10 points and he is 12. O wait yea it aint even 10 points :/


Smoking Blunts
Posted - 2011.06.23 13:29:00 - [48]
 

the only accptible thing to do is:

roll this back to just before the patch, say sorry and that it will be workeded on until its actually finished and then it will be optinal with a enter QC button above undock in the ship spinning screen.
i wouldnt mention the MT doc as i would fear for my life

Mag's
the united
Negative Ten.
Posted - 2011.06.23 13:32:00 - [49]
 

They could have listened and responded early to many requests and made CQ optional.

Dock into the ship hanger >> option to disembark into the CQ. simplez.

They chose instead to ignore it.

Naitrayera
Arthashastra
Posted - 2011.06.23 13:33:00 - [50]
 

Originally by: Blue Harrier
This debacle puts me back a few years when the ISP I am with went through a similar ‘phase’ in its ‘growing up’.

When I signed up way back when, the company was a small to medium family type business, the staff were helpful, the helpline agents knew their stuff and the forums were full of praise and goodwill.

Then because the company was growing a new CEO and upper echelon staff were engaged and appointed with a ‘we know best and our customers know nothing’ attitude.

Within months the forums were blazing and the hatred and venom of some of the posts had to be seen to be believed, many, many customers left in disgust at the attitude of the company. Even some of the older staff could not handle the tirade of the customers and either left the company or switched to less stressful positions.

Just before the company went under the very hard decision to ‘re-deploy’ the CEO and some staff and to bring back the more understanding management style succeeded in turning the companies fortunes around. I’m still with that ISP and it is now winning accolades left right and centre for customer satisfaction.

So CCP think about the above, and remember these forums are seen by everyone all over the world old, new and prospective customers alike.



I worked in a company (totally different branch of business) that started to turn from successful company to failcascading one in a similar fashion under a new management.
And i know that it was frustrating no matter how hard i worked, the management would "chase off" customers and everything went down eventually Razz.

Grey Stormshadow
Starwreck Industries
Posted - 2011.06.23 13:36:00 - [51]
 

It was fun as long it lasted.

If the speculation about WoD/Dust connections is true and CCP milks EvE to fund those, the game is running a$$ ahead towards brick wall already.

Greedom, unreal timetables and goals to expand by any means neccessary are side-effects of this sick world we live in atm. CCP is not unaffected.

Elienore
Posted - 2011.06.23 13:37:00 - [52]
 

Originally by: Ranita Drell
Edited by: Ranita Drell on 23/06/2011 13:26:11
The serious problems are easily addressed, though it would have to be via executive decision and not the silver tongue of a PR flunky.

  • Reiterate CCP Zulu's devblog post on virtual goods, stating categorically that only vanity goods will ever be sold through micro transactions. Or if CCP isn't willing to make that commitment, at least put a moratorium on such things. CCP Soundwave is demoted, fired, or at very least writes up a dev blog laying out the arguments against MT and states that he respects that position, even if he doesn't share it -- he apologies and makes excuses for his shameful lack of regard for customer preferences.

  • On poor CQ performance, promise continuing tweaks and optimizations (and pursue them) and point out that Incarna, point out that station environments can be disabled, and announce that the old hangar view will be restored. Repeat the old company line that while the official view is that Incarna is still an integral element of the EVE experience, recognize the fact that force-fed implementation was, in retrospect, poorly considered and didn't make for the best possible gaming experience.

  • Overheating CPUs/GPUs: Not sure on this one, but in my inexpert opinion I'm not sure how liable CCP is for this sort of thing. Maybe there is some shoddy code and CQ is far more demanding than it should be, but shouldn't there be safeguards that kick in on the hardware/driver/OS level to prevent permanent damage? Beyond saying something like this, I'd the reiterate previous point about making CQ optional and optimizing/fixing it and state that we're still investigating the reports.

  • Announce that NEX prices will be dropped, across the board, to 1/10 their current prices. I'm not an expert here either, but I suspect they'd make more money at such prices anyway. A cut to 1/3 or 1/5 of current prices might hit the revenue sweet spot better, but would still be overpriced IMO. Some sort of price drop seems inevitable though. Players who have already purchased items will be refunded the difference in aurum. Even Scott Holden, in the internal CCP newsletter said that "faction battleship prices for a pair of sunglasses for my avatar would be silly" (paraphrased).





I practically skipped the rest of the thread and is just gonna say, that this is the way I would go (and probably flat-out deny the authenticity of the PDF file).

Angel HUN
Spricer
Raiden.
Posted - 2011.06.23 13:37:00 - [53]
 

Seppuku.

Aeril Thrace
Posted - 2011.06.23 13:39:00 - [54]
 

Well i'd start by telling players what would have happened if things in noble exhange went for a lower rate.

Can you imagine ALL the people buying 1 or 2 items at 3$? I believe what would have happened is that PLEX prices would jump to 700 million in a day or two... and that would have been A LOT WORSE i think..

Grey Stormshadow
Starwreck Industries
Posted - 2011.06.23 13:43:00 - [55]
 

Originally by: Aeril Thrace
Well i'd start by telling players what would have happened if things in noble exhange went for a lower rate.

Can you imagine ALL the people buying 1 or 2 items at 3$? I believe what would have happened is that PLEX prices would jump to 700 million in a day or two... and that would have been A LOT WORSE i think..


Well that would prove that Noble Exchange doens't belong to Eve then.

Anslo
Disciples of Night
Dominion of Darkness
Posted - 2011.06.23 13:43:00 - [56]
 

Originally by: Naitrayera
No really, not a troll post or anything else, serious question, just for somewhat a bit different outlook on this topic from all prevailing ones in GD.

  • Incarnas CQ sub par performance on many of your customers computers.

  • Reports of hardware damage allegedly caused by CQ.

  • MT prices.

  • And last but not least, leaked internal CCPs document.


  • I am really interested what can they say or do at this point.
    I know i would not be in the shoes of the person that needs to smooth out all this mess.

    Try to put yourself in the shoes of the person doing this job and try to come out with paragraph or two that you think would calm down the fire on the forums a bit.


    This is what happens when Torfi doesn't hire me for their PR department. You don't get me telling them their doing it WRONG.

    Incarnas CQ sub par performance on many of your customers computers: I would issue an immediate press release on the front page to customers letting them know we are indeed aware of the situation and inform them that this is being tested and worked on for a very soon forthcoming future build. It's not a FIX, but it's to let them know we aren't just fapping to our own win with Incarna.

    Reports of hardware damage allegedly caused by CQ: This is kind of more difficult, as testing alluded to this. I don't think CCP can be held directly responsible for hardware damage that wasn't maliciously intended (which clearly it was not). This is more a legal issue than a PR issue. I'd review the EULA with the legal and the Incarna development team to see how to approach that.

    MT prices: CLEARLY their economist doesn't know about in-game marketing and the lack of interest in MT from the EVE Community. We'd need to sit with the marketing, and community development teams to try to tackle this mofo. This one is a big deal since it's really a big deal as another income source for the company, so it has to be handled quite carefully. Of course, prices WOULD be lowered, but it'd take time (or hell we might offline the MT store all together til it's solved).

    And last but not least, leaked internal CCPs document: This is quite a big deal and someone will be hanging for this one. First and foremost, most computer systems are centralized and monitored these days. I would suggest the company begin there and start looking at logs of what was e-mailed by who and what documents or attachments had been in what e-mail (corporate e-mail or not). This may be considered a violation of privacy, but this is a matter of leaked internal and CONFIDENTIAL documents so, damn the torpedoes. But this is just a suggestion from my own experience with internal security at my current job (along with public relations). As a pure PR opinion, I'd still suggest reviewing SOPs and regulation violations internally and suggest they begin a deep investigation. If we confirm that it was a leak from within us and not something someone hacked into, then I'd issue a press statement (if people kept talking about this issue) stating that some documents had been compromised, but that the server containing account information has been secured. HOWEVER, with all the rage quits going on left and right, I may suggest not mentioning it at all, due to the potential further accounts that may cancel. This is a really delicate situation that should be addressed thoroughly and quickly. However, CCP's PR and marketing team has dropped le ball....ya'll shoulda hired me when I talked to you, just sayin'. :P

    Arya Greywolf
    Posted - 2011.06.23 13:43:00 - [57]
     

    1. Make it a PERMANENT option for CQ to be a button on the old hanger view.

    2. Promise and FOLLOW through on never selling anything but vanity items through Noble - Xchange

    3. ACTUALLY work on fixing/enhancing past gameplay before coming out with new crap that will never be fixed as well. This means things like:

    - New POS design
    - Engine trails
    - Enhanced performance
    - More missile fixes
    - Balancing


    Example of #3: while I don't care for PI, CCP actually did make it a lot better than what it was when it came out. This is the kind of thing they need to be doing more of.

    Naitrayera
    Arthashastra
    Posted - 2011.06.23 13:44:00 - [58]
     

    Edited by: Naitrayera on 23/06/2011 13:45:08
    Originally by: Aeril Thrace
    Well i'd start by telling players what would have happened if things in noble exhange went for a lower rate.

    Can you imagine ALL the people buying 1 or 2 items at 3$? I believe what would have happened is that PLEX prices would jump to 700 million in a day or two... and that would have been A LOT WORSE i think..


    I somewhat agree, and also if everyone has a monocle, monocle is not so special anymore.
    Heh i have a bunch of t3s lying around as a memento or to be used now and than, maybe somebody would like to have a overly expensive monocle in similar fashion.
    But on the other hand, its too damn expensive right now.

    But imho they need to start putting out these fires, because this is PR nightmare as it stands now.

    Vice Admiral Spreadsheet
    Caldari
    Posted - 2011.06.23 13:45:00 - [59]
     

    Sub-par performance? Will undoubtedly be worked on. Not a fault in CCP's vision. It's their first implementation of CQ.

    Hardware damage? Results from overheating. Related to first point. Hardware in a desktop simply should not overheat under ANY normal circumstances. Not unless you overclock your GPU to 800% and clog your case with cotton. Besides, any hardware built within the last century should automatically shut down before dangerous temperatures are reached.

    MT prices? Once wearing your new pants, you can't lose them. Even when podded. They need to be pricy, or all players will be saturated with them. As for monocles... They are the symbol of ludicrous amounts of ISK. The purpose of the monocle isn't merely its appearance.

    Leaked internal document. This has been blown out of proportion. "Performance enhancers" are for Dust 514. I'll cover the 2 major problems below. It's not that bad.

    Faction standings: Does not give a direct player advantage. Besides, CCP are "thinking" about it. CCP were a lot surer on their skinned Scorpion, and they scrapped that idea from a lot less complaints than this.

    Outright ships: The article was written before CCP's change of plans regarding the skinned Scorpion. It does not apply anymore.

    Lyam260
    Amarr
    Bath and Body Works
    S I L E N T.
    Posted - 2011.06.23 13:46:00 - [60]
     

    I'd Quit and try and find another job..


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