The biggest issue with the new Character Builder:

[Sunseeker]

It's true that a lot of software, even well established software has bugs, but I think what made this a bigger issue in this case is that people were already upset about the two month delay in ANY kind of CB update. They were already upset about the transition from local to web based.

Most people admit to playing only once a month. Often less. Are you really going to tell me that they NEEDED this program in SUCH A HURRY because they were going to play in a month?

Now combine THIS with the news that a product they were already upset about to begin with would be lacking several features the old one had-

AND they've been asked to be patient while WoTC gets those things updated?

Oh my, they were asked to be patient. It's not like the program ceased to function, it's not like WotC was burning the books they owned. They were, wait for it...trying to make a replacement. And D&D players just couldn't wait.

I'm pretty sure they got themselves in a position where they basically had little choice in the matter, but I'm also pretty sure that even they know that wasn't going to happen... People would already be upset.

Because they'd spent weeks, months, tromping around fuming about how HORRID the CB is was for not being updated, how terrible it was that WotC wasn't supporting it RIGHT NOW, how this is going to destroy D&D, how this will be the end of Wizards, how they were going to stop buying WotC products if they didn't get their cookie RIGHT NOW.

Do you have any idea what that sounds like on the other end? Nobody wants to support customers like that.

Now finally combine ALL of that with the fact that the for some reason whether a software issue, or a hardware issue or whatever... The software continuously crashes for a large percentage of users...

On the first day. I've never had a piece of software that I couldn't crash on the first day. And I'm not even a hardcore user.

The launch was pretty much a failure. It might have been doomed to be a failure from the start because of unhappy customers to begin with, but if they had at least managed to get the thing running without the crashes before launch it would have been easier to get things running smoothly again and get people happy again...

Those fans who were complaining, they will NEVER be happy, look at the complaints about the VTT program, it's not even out and people are complaining about it, complaining it should have been something else, that it should do this, that it won't do that, people like that will never be satisfied.

 

[Imaro]

Most people admit to playing only once a month. Often less. Are you really going to tell me that they NEEDED this program in SUCH A HURRY because they were going to play in a month?


Oh my, they were asked to be patient. It's not like the program ceased to function, it's not like WotC was burning the books they owned. They were, wait for it...trying to make a replacement. And D&D players just couldn't wait.



Because they'd spent weeks, months, tromping around fuming about how HORRID the CB is was for not being updated, how terrible it was that WotC wasn't supporting it RIGHT NOW, how this is going to destroy D&D, how this will be the end of Wizards, how they were going to stop buying WotC products if they didn't get their cookie RIGHT NOW.

Do you have any idea what that sounds like on the other end? Nobody wants to support customers like that.

These statements make me ask... you are aware that people were PAYING during this time right? I mean if I go to a store and purchase a book, whether I am going to use the info in it as soon as I get home or not is irrelevant to whether the store should give me my product in new condition once I hand over my money. I am not understanding your logic at all here.... they're acting entitled to what they paid for and... are wrong for it. Huh?

 

[Piratecat]

Those fans who were complaining, they will NEVER be happy, look at the complaints about the VTT program, it's not even out and people are complaining about it, complaining it should have been something else, that it should do this, that it won't do that, people like that will never be satisfied.

See, this is the danger of tarring everyone with the same brush; I think your premise is flawed.

I'm a fan who's complaining about the online character builder's design, reliability and stability. I'm often satisfied and I'm pretty easily made happy; that doesn't mean I can accept a piece of software in the pre-release condition that the online character builder currently is. Dismissing the furor as "oh, THOSE people, they'll never be happy" is simply not true.

 

[Scribble]

Most people admit to playing only once a month. Often less. Are you really going to tell me that they NEEDED this program in SUCH A HURRY because they were going to play in a month?

Who said anything about needing or not needing. I'm talking about what actually happened.

A delay caused people to be upset- justifiably or not it did.

Oh my, they were asked to be patient. It's not like the program ceased to function, it's not like WotC was burning the books they owned. They were, wait for it...trying to make a replacement. And D&D players just couldn't wait.

Sure- again whether justifiably or not, they were already upset about being told they would need to wait, now they're being told they need to wait again.

It compounds the upsetness.

Do you have any idea what that sounds like on the other end? Nobody wants to support customers like that.

Yes- I spent rthe last 2 years as a client service manager... Most of my customers were like that.

On the first day. I've never had a piece of software that I couldn't crash on the first day. And I'm not even a hardcore user.

Those fans who were complaining, they will NEVER be happy, look at the complaints about the VTT program, it's not even out and people are complaining about it, complaining it should have been something else, that it should do this, that it won't do that, people like that will never be satisfied.

Yep- again whether justified or not people were already upset. The crashes, whether they would happen anywhere or not, just added to it.

It's like a perfect storm situation.

Each of those issues is dealable, but when you combine them... Mark Whalberg dies. Or something.

 

[Sunseeker]

These statements make me ask... you are aware that people were PAYING during this time right? I mean if I go to a store and purchase a book, whether I am going to use the info in it as soon as I get home or not is irrelevant to whether the store should give me my product in new condition once I hand over my money. I am not understanding your logic at all here.... they're acting entitled to what they paid for and... are wrong for it. Huh?

You know, I have serious doubts that they were, considering how many people have openly admitted to only subscribing for a month, to update their CB with several months worth of updates. So yes, to be honest, I don't think many of them were.

The people who've paid for years, for the most part, seem to be continuing to stick with it.

 

[nerfherder]

The most difficult part of making an IT project successful isn't the technology; it's people. Specifically, managing the stakeholders - from the WotC accountants to the customers.

It's true that a lot of software, even well established software has bugs, but I think what made this a bigger issue in this case is that people were already upset about the two month delay in ANY kind of CB update. They were already upset about the transition from local to web based.

Now combine THIS with the news that a product they were already upset about to begin with would be lacking several features the old one had-

AND they've been asked to be patient while WoTC gets those things updated?

I'm pretty sure they got themselves in a position where they basically had little choice in the matter, but I'm also pretty sure that even they know that wasn't going to happen... People would already be upset.

Now finally combine ALL of that with the fact that the for some reason whether a software issue, or a hardware issue or whatever... The software continuously crashes for a large percentage of users...

The launch was pretty much a failure. It might have been doomed to be a failure from the start because of unhappy customers to begin with, but if they had at least managed to get the thing running without the crashes before launch it would have been easier to get things running smoothly again and get people happy again...


Taken individually none of these things are really THAT big of a deal, and will probably all work themselves out soon enough... But altogether... Oye... I'd hate to be that Champagne guy right about now (I think that's his name...)

Exactly.

 

[Imaro]

You know, I have serious doubts that they were, considering how many people have openly admitted to only subscribing for a month, to update their CB with several months worth of updates. So yes, to be honest, I don't think many of them were.

The people who've paid for years, for the most part, seem to be continuing to stick with it.

Yeah, you really are painting with a broad brush... now many of those with complaints weren't paying (whatever nebulous definition you've decided upon for this term) for the CB either...
only they were even if it was a 1-month or 3-month subscription. They gave WotC money for product and services plain and simple. Now someone who got it off a torrent... they didn't pay for it.

The funny thing about people who have "paid for years" is that most of them don't have a choice because they weren't told this was coming ahead of time so they could make an informed decision... and contrary to your anecdotal evidence I see more longterm subscribers complaining about the rollout of the online CB than I do defending it as a good thing.

 

[Darkthorne]

I'm was a yearly subscriber that shut off my auto-renew in the past couple of weeks. Most of my use was the cb, the new one was promised to be updated in Oct, which is wasn't. It was being canned instead. They then started to sell us on the "new and shiney" version that was to be better and faster. Not only have I yet to see either, I'm given the exact opposite. Even if it runs near 98%, it's no longer user friendly like the discontinued one was (summaries & the like, ability to use offline if no internet connection as I may not be playing at my home and my current guy may die in the middle of a session). To use this version I need to have my character planned out to begin with on paper or somewhere else. If it's already somewhere else what value add is WOTC giving me with this program? Now after everyone goes nuts over the release of this product WOTC comes along and goes "Look at this new shiney over here" being the VTT. A stage magician does the same thing, it's called a distraction. While I may pay to see a magician for entertainment & misdirection that is not what I gave money to WOTC for.

If WOTC wants my money they need to seriously wow me, not the same old same old. WOTC needs to provide programs that seriously impress me, so that I can overlook what I see as a bait & switch. (not saying that was their intention, but that is my perception) People can disagree with me & think it's not a big deal which is fine, but do you want to pay for my subcription for me?

 

[Herschel]

Most people admit to playing only once a month. Often less. Are you really going to tell me that they NEEDED this program in SUCH A HURRY because they were going to play in a month?


Oh my, they were asked to be patient. It's not like the program ceased to function, it's not like WotC was burning the books they owned. They were, wait for it...trying to make a replacement. And D&D players just couldn't wait.



Because they'd spent weeks, months, tromping around fuming about how HORRID the CB is was for not being updated, how terrible it was that WotC wasn't supporting it RIGHT NOW, how this is going to destroy D&D, how this will be the end of Wizards, how they were going to stop buying WotC products if they didn't get their cookie RIGHT NOW.

Do you have any idea what that sounds like on the other end? Nobody wants to support customers like that.


On the first day. I've never had a piece of software that I couldn't crash on the first day. And I'm not even a hardcore user.


Those fans who were complaining, they will NEVER be happy, look at the complaints about the VTT program, it's not even out and people are complaining about it, complaining it should have been something else, that it should do this, that it won't do that, people like that will never be satisfied.

Must spread XP.

 

[darjr]

You know, I have serious doubts that they were, considering how many people have openly admitted to only subscribing for a month, to update their CB with several months worth of updates. So yes, to be honest, I don't think many of them were.

The people who've paid for years, for the most part, seem to be continuing to stick with it.

Maybe, but I do note that on the wotc boards there were plenty of long term DDI subscribers, like myself, who have cancelled, or asked for a multi-month refund. I was in the midst of my 2nd year long subscription.