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Lack of communication is unprofessional

STAR WARS: The Old Republic > English > General Discussion
Lack of communication is unprofessional

Maidel's Avatar


Maidel
01.28.2012 , 05:02 PM | #81
Quote: Originally Posted by Demorgoth View Post
It STILL doesn't excuse the fact that there should be regular updates about what the downtime is for, how it's progressing, and any potential delays or divergeance from the published itinerary the moment they come to light.
This completely.

There should be a thread on each page of the forums saying exactly what the DT was for (unless its an exploit they dont want to advertise, then they could simply saying 'gamebreaking exploit being fixed') exactly how the DT is going, where its going. Heck, what they are eatiing for lunch!

Anything just to let us know that they give a flying poop.

Miggzy's Avatar


Miggzy
01.28.2012 , 05:21 PM | #82
I usually read all the forums and everything and love this game but was very uspet with this update. OP is totally right when he talks about the notice being hard too see, this was the only one I was taken off guard by. I feel like i read the forums carefully but the original post about the maintenance + update is just soo misleading.

I live on the west coast and last night got a good hour of star wars in after work before the servers closed. I know it sucks for European players worse but I usually play from around 9pm-3am PST as i think a lot of people on the west coast play so i always get screwed up by these patches.

I actually tried to pull any all nighter, the message about the patch not taking any longer then 4 hours and all the people on the forums saying these things are usually implemented qukcker then what is posted, got my hopes up. Lol total fail stayed up to 4:00 am too see the maintanence has been delayed another hour and so i sadly went to bed.

marshalleck's Avatar


marshalleck
01.28.2012 , 05:22 PM | #83
Why communicate when you can simply make problems go away by deleting threads about them?
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Akirator's Avatar


Akirator
01.28.2012 , 05:24 PM | #84
Quote: Originally Posted by Maidel View Post
There should be a thread on each page of the forums saying exactly what the DT was for (unless its an exploit they dont want to advertise, then they could simply saying 'gamebreaking exploit being fixed') exactly how the DT is going, where its going. Heck, what they are eatiing for lunch!

Anything just to let us know that they give a flying poop.
So you want a thread constantly updated during maintanence that basically says

"Alright, we finished patching x. we're gonna take a 10 minute bathroom break than start on issue y."


Yea, cuz all the other MMO companies totally do that already....

PjPablo's Avatar


PjPablo
01.28.2012 , 05:24 PM | #85
Quote: Originally Posted by Akirator View Post
So you want a thread constantly updated during maintanence that basically says

"Alright, we finished patching x. we're gonna take a 10 minute bathroom break than start on issue y."


Yea, cuz all the other MMO companies totally do that already....
Riiight cuz that is what people are asking for.

Akirator's Avatar


Akirator
01.28.2012 , 05:27 PM | #86
Quote: Originally Posted by PjPablo View Post
Riiight cuz that is what people are asking for.
Apparently you didnt read what I quoted. Cuz that was exactly what he said.


I was responding to one individual with expectations far above what's reasonable. I did NOT say that everybody in the thread has no reason to complain.

Tsillah's Avatar


Tsillah
01.28.2012 , 05:29 PM | #87
Yesterday I got disconnected a few times and it was annoying so I do understand the reason for it.

But....I completely agree that the communication to us was incredibly poor.

First of all, the message was completely ambiguous. From the title it looked like it was all happening Tuesday while the patch was today.

Also, they did add a message 15 mins before it was supposed to end and then nothing till it was finally done.

Beforehand there was no information why the patch was needed. They could've said in the sticky what the reason was for the patch.

And then to add insult to injury, they shut down the forums so people wouldn't have a chance to blast em away. I can understand that to a degree, but in combination with the lack of explanation of why the patch was needed, it really made me wonder what on earth they were playing at.

Don't get me wrong, I love the game, but I expect better communication from Bioware than this.
Et In Gehenna Vixi...

NemoSD's Avatar


NemoSD
01.28.2012 , 05:32 PM | #88
They warned people Thursday morning. More then 24 hours advanced noticed.... so um you are whining because you don't read?

Drudenfusz's Avatar


Drudenfusz
01.28.2012 , 05:35 PM | #89
Quote: Originally Posted by marshalleck View Post
Why communicate when you can simply make problems go away by deleting threads about them?
Maybe someone should tell BioWare that ignoring is not solving any problems...
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StephenReid's Avatar


StephenReid
01.28.2012 , 11:41 PM | #90
Hey everyone; I appreciate everyone's views on this topic and I can understand the feelings being expressed here.

Our Live team took the decision to roll out today's 1.1.0c patch during Friday night/Saturday morning with the knowledge that it would affect a higher than usual number of players. Unfortunately, we had to make changes that required server downtime. The Live team felt those changes were urgently required and that was why the maintenance was scheduled. Generally speaking, we try and ensure all required maintenance happens during our weekly maintenance period, but this was one situation where we had to move forward quickly; to not do so could have led to severe performance issues across the service as a whole.

I want to address a couple of other points from the OP:

Quote: Originally Posted by Demorgoth View Post
1: You post a warning less than two hours before the servers are brought down. Ok, if this is an emergency, tell us it's an emergency. Don't call it 'maintenance' when you decide to pull down all the servers on a Friday night with less than 2 hours notice.
This is a little inaccurate. I'm not sure where your timing comes from, but our original post regarding the downtime was posted at 5:10PM CST (Austin time). At that point, we were unsure of the start time for the maintenance so posted without it. The post was updated with the exact timing of the maintenance at 8:54PM CST, which would give just over five hours notice of the exact timing.

Five hours is not a generous window of notice, and for that we apologize. In this instance, we updated with the precise timing as soon as we could, but we'll strive to improve.

Quote: Originally Posted by Demorgoth View Post
2: The post is highly ambiguous. If you're pulling the servers down on a Friday, put Friday in the title. If you're pulling the servers down today, in 2 hours, put that in the title to get the word out. The title gives the overwealing impression that the Patch + Maintenance are on Jan 31st.
Overall, this is a fair point. Generally speaking, every Friday we post details of our upcoming maintenance period to give plenty of advance notice. Because of the timing of this patch, we thought it might be easier to roll both notices into one. We didn't feel the ambiguity was too extreme, as the upcoming patch was detailed up front, but I can see how it might have confused some. We'll improve.

As stated, the patch was deemed necessary and urgent enough to be rolled out on a Friday night/Saturday morning (Austin time). We didn't take this lightly, and don't expect or wish it to be a regular occurrence.

To those of you in Europe, I want you to know that we'll be discussing maintenance windows and how we can improve their timing this coming week. We may not have an update immediately (and not before the scheduled maintenance on January 31st) but we have been paying attention to your opinions.

Thanks again for the feedback - it helps us know where to improve.