No Character Builder Update

[Zaukrie]

Thinning Dragon content. Lack of interest in most of the Dungeon content lately. Now they are no longer giving us updates to the CB (and the MB is still beta - though I'm not sure that really matters) on a monthly basis. I must say that I'm losing interest in re-upping my subscription. I may just move to the monthly every 6 months or so model. Haven't decided yet.

And, this isn't entitlement, we paid for this.

 

[Bagpuss]

Isn't it just one months delay? It was due early September, was pushed back to late September, and now to early October. So September to October is one months delay. Two delays, but only one month.

 

[Holy Bovine]

For what it's worth, here is the email I sent to Wizards customer service this afternoon. Others may wish to do the same.

*****
My name is Sean XXXXX (RPGA #XXXXXXXXX), and I have a question regarding the DDI program and its costs.

With the one month (and counting) delay in content update, the question of compensation for current subscribers should be addressed. This is particularly important for those of us who play Encounters, as the two one update dealt specifically with the Encounters season that was going on at the time (Dark Sun/psionic, followed by Essentials). Are current DDI subscribers going to be receiving a refund for the past one month? Or will we be given some sort of vouchers for the Dark Sun and Essentials books that have become almost necessary to buy in order to play in the free Encounters program? The past "game table" incident was brushed aside with the promise that it wouldn't happen again, but sadly it appears that history is repeating itself. Please consider the impact this has on player/DM faith in Wizards and the D&D team.

I, and my $6.00 (you aren't really paying the month to month fee are you? that would be pretty silly and wasteful) per month, await your reply.

Many thanks--

Sean XXXXX
XXXXX@XXXXX.com

Fixed for accuracy but the bolded part is a big wtf to me. Are you seriously suggesting that because of a single missed update WotC should give every DDI subscriber free Essential and Dark Sun books? That is utterly ridiculous.

 

[Jhaelen]

We aren't entitled to updates and that is absolutely true. But we are entitled to make it known we aren't happy about things being delayed. [...] But there is a point that even I have to say that I'm disappointed, especially when I don't feel I'm getting fair value out of either magazine.

Of course. Nothing wrong about that. See, I consider the following to be a completely appropriate reaction:

I've not asked for a refund myself. I just want them to know I am annoyed with them and that is sufficient for now.

Imho, if you're complaining about something you 'feel' you are entitled to, but aren't actually, it will serve you best stay polite and reasonable.

See, I'm working in customer support from time to time, and to be honest, if a customer regularly complains about everything, generously spreading insults, and trying to get refunds for imagined flaws in products, I'm not inclined to work myself to death for the customer. It's a lot more likely, I'll do the absolute minimum of work the customer is _actually_ entitled to.

Sure, the customer will probably get his small refunds and maybe feel happy about it, but ultimately, in the long-term, he has hurt himself a lot.

In German there's a couple of sayings that illustrate what I mean, e.g. 'Der Ton macht die Musik' (It's not what you say, but how you say it) or 'Wie man in den Wald hineinruft, so schallt es heraus' (What goes around, comes around).

If someone has been a happy customer for a long time, as P1NBACK seems to have been, I can totally not understand the kind of (imho) completely unappropriate reaction, I've seen here.

 

[Mika]

By the way -- for any annual subscriber feeling ripped off by the lack of a Character Builder update this month, the savings over a monthly subscriber are just short of the monthly rate for five months. If September is the only month this year that is not worth the money, we are still ahead of the game. If we don't get an update in October, then Wizards as a whole may be in trouble, as many more customers than are already doing so would then lose faith in their ability to get their act back together. I would guess that the tipping point would come around October 5th -- at that point the number of subscribers doubting the ability of Wizards ever to get another Character Builder update out would go from a minority to a majority.

 

[UngainlyTitan]

If there is no update by the middle of October then they shoul give a lot of information regarding hte nature of the delay and what they are doing about it.
So fir instance, it the delay is cause by difficulties of codeing new features in to the database/CB/Monster Builder or what ever, they should be open and up front about. This would give people the information to make informed judgements and gain some good will.
It is equally true if the delay is caused by the fact that updating databases is a pure manual data entry process and the delay is caused by the fact that psionic, Dark Sun and Essentials all came in close succession and the system simply became overloaded.

At that point baseless speculation is going to be more damaging than the truth.

 

[wedgeski]

I am an annual subscriber and am very much looking forward to the Dark Sun content. This delay does not bother me one jot. I am not feeling screwed, "royally" or otherwise. I'll get my stuff next month, no biggie. Stuff happens, as they say.

 

[DEFCON 1]

If there is no update by the middle of October then they shoul give a lot of information regarding hte nature of the delay and what they are doing about it.
So fir instance, it the delay is cause by difficulties of codeing new features in to the database/CB/Monster Builder or what ever, they should be open and up front about. This would give people the information to make informed judgements and gain some good will.

Heh... I tend to think those who will be pissed off and get upset about it will do so even if WotC was to give a "good reason" for it.

As far as people having "informed judgements" about it... it just means they'll direct their anger towards WotC to a specific place, rather than a more general one. The anger itself won't go away.

 

[Holy Bovine]

Well WotC Customer Service refunded me the cost of September's subscription ($6). I'm satisfied that they know the customer base is watching and expecting their products in a timely manner in the future. I doubt they will miss October's update come hell or high water.

 

[ourchair]

Quite frankly, if you have to go looking for the EULA, then it isn't really upfront. It's hidden away so they can point to it, but the fact that most of us weren't aware of it shows how completely not upfront it was. If it was there right when you opened up the CB or in the link to download it, then it would be upfront.

Exactly.

I'm not suggesting that the EULA is an excuse to not update, but rather, pointing to the fact that they've legally got their asses covered. It is after all, quite possible to flat out dispute the contradictions a EULA presents vs. the marketed features of a service and product. IIRC, a class action lawsuit was presented against Origin Systems when the play experience of Ultima Online did not match what was advertised on the box.