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11.28.2012 , 08:22 PM | #73
Quote: Originally Posted by AmberGreen View Post
These are both great questions! First, every bug that we know about will not make it to the Known Issues, and there are a few reasons why we may not put something on the list right away, even when we know about it:

1. Exploits. Even when we know about them, we certainly want to keep players from abusing these bugs before we are able to fix them.

2. Bugs we are actively investigating but don't have a definitive "who, what, when, where, why" for. Often, these types of issues will end up in their own thread or post where we are gathering information. To answer your first question, this particular issue is one in this category. Yes, we know that schematics are disappearing for some players after they learn them. However, we are still trying to get more information about the topic, so acknowledging it here and asking for more information is the first step. When we know enough to confidently say what the issue actually is, then it will be added to the Known Issues list, because it effects gameplay.

3. Performance issues. Because we will always need to be collecting data from players about anything performance related, these types of issues will generally get their own thread in the Customer Support forums where we can get players to post logs, dxdiags, etc, to help the developers.

4. It doesn’t affect gameplay enough, and the list needs to be kept to a reasonable size. This is the reason that the second example you gave is not listed. Generally, this will include bugs with art (floating rock), typos, voice overs, sound effects, and other small things. However, there will always be exceptions to this, especially when the bug is related to combat.

Hopefully this helps you understand how we decide what goes on the Known Issues list, and we are happy that you look to it as a resource!
This might have been an adequate response five or so years ago. However, this is 2012, and your customer base is used to a knowledge base approach rather than a list. Please create a section of the knowledge base for known issues and relabel the "known issues" as "hot issues" and refer people to the knowledge base for what are truly "known issues."

It will save you and the player base a lot of grief, and retain significant player good will over what you've squandered on this sort of thing in the last year.

You don't need to let us into your scrums or bugtracker, but put *something* in a section of the knowledge base in concert with what you describe above, and you'll save in CSR time, forum heat, and retention.

Respectfully and with great love for the game,
Shava Nerad
30 yrs on the net
former indy game CEO
probably running CSR groups before you were born
still somewhat regretting not getting the game testing/QA position at INFOCOM in '79
/* formerly Ashtara, the only female trandoshan (TKM/scout/sword) on Chilastra */