Sacred 3 hit US soil on August 5th, 2014. Today, it's Sept 17th of the same year, a full month and a half post-launch. How many posts have gone up on Sacred World in the past six weeks? Zero. The official Facebook page for this game hasn't issued any statements or updates since initially announcing the release itself. No hyping of positive reviews they've received (granted, there are few of those), no thank you's to the fans for buying their game, no announcements about the status of DLC, or upcoming patches and improvements. Just silence.
And while the developers did release an updated version of the faulty bonus content (on PS3, I believe), they've made no public or official comments on upcoming fixes, or their progress on patches to address the bugs found in the game. In fact, the developers and the publisher have been largely silent since the game's release, and seem satisfied with hiding their heads under a blanket because of predominantly negative feedback.
This makes no logical sense. If an unhappy customer walks into a store and complains about a product, does the manager duck behind his desk and pretend like the customer can't see him? Of course not. He faces the unhappy customer, apologizes for their dissatisfaction, and does everything he can to make their experience more positive. Hiding from your customers does not make their experience more positive. It makes it worse.
Face your customers, Keen Games and Deep Silver. Do what Blizzard did when Diablo 3 received heavy criticism. Start a conversation, listen to the feedback you receive on your product, and then take decisive steps to make the experience of your customers better. But whatever you do, do not remain silent. It only builds an atmosphere of uncertainty and frustration.
And while the developers did release an updated version of the faulty bonus content (on PS3, I believe), they've made no public or official comments on upcoming fixes, or their progress on patches to address the bugs found in the game. In fact, the developers and the publisher have been largely silent since the game's release, and seem satisfied with hiding their heads under a blanket because of predominantly negative feedback.
This makes no logical sense. If an unhappy customer walks into a store and complains about a product, does the manager duck behind his desk and pretend like the customer can't see him? Of course not. He faces the unhappy customer, apologizes for their dissatisfaction, and does everything he can to make their experience more positive. Hiding from your customers does not make their experience more positive. It makes it worse.
Face your customers, Keen Games and Deep Silver. Do what Blizzard did when Diablo 3 received heavy criticism. Start a conversation, listen to the feedback you receive on your product, and then take decisive steps to make the experience of your customers better. But whatever you do, do not remain silent. It only builds an atmosphere of uncertainty and frustration.