Mehnslayer said:
Boris my man.
You can't justify something by claiming it's a solution to a problem you created (if you believe it's a problem or not doesn't matter in this case, this is a customer relations response) . The pop-ups are intentional and designed intentionally for a few reasons; scarcity and making it bright and flashy and playing on the fear of missing out weighs heavily on psyche, you know that.
The pop-ups are way to sell more sapphires, which is fine, businesses need to make money to survive, but that's not something you can spin, it just looks bad from a PR and CS perspective.
Let's assume that the main supermarket/grocery store in your country, buys up all the competition, and there is only 1 company left that sells food, because of this, the company intentionally raises their prices knowing their is no competition, people complain about this because the cost of living goes up, their response to the complaints would be 'we can't afford all the new stores we bought so we raised the prices to cover the cost of all our news stores for your convenience.'
People wouldn't be happy with that response, because they are the ones that are paying the price for a problem that company made, but that problem was sold as a direct positive to the consumers.
Blizzard had a similar PR disaster several years ago with the whole 'you think you do but you don't', this isn't a direct comparison, but they had a community uproar when they tried to tell the community that they weren't doing something the community was begging for because they believed it was the opposite of what the community wanted and tried to spin it as they were ignoring the communities requests because they didn't want what they said they wanted.
Again, *my post* has nothing to do with selling sapphires, it's just about how you could improve and reflect upon your CS skills and learn, if you take my advice or not is up to you not me, but these are just my opinions.
I think my problem is with the word justified, if you said 'the pop ups are a way to display the sales and specials we currently have as they are temporary and disappear'. When you say it's 'justified' you are admitting that it's a problem and then trying to spin it as a problem,
'I stole some bread and it's justified because I was hungry' Great, but you still stole some bread.
I hope you take this as a critical post and at the very least think about what I said, and not as me just trying to ruin your credibility or 'defaming' you. I would of messaged you, but, turns out you can't private message CM's anymore.
Hello, Mehnslayer. First of all, thank you for such detailed feedback. Sure, I see your point and I will gladly pass your feedback to our game team.
I'd like to highlight the process of passing suggestions briefly so you can see the picture in general.
Our team gathers the feedback from our players from forums and our official communities. After a certain period of time, we pass all the suggestions and feedback to our developers. Then there is always a meeting with our community team and developers where we discuss all the suggestions/explain how the players see them.
After that our devs have a certain list of suggestions and then they start working on it. Some of the features are implemented in the game in full, some become parts of other features, some are declined. As a result, lots of features and improvements that we launched, were based exactly on our players' feedback. From what one can conclude that we always try to listen to our players and encourage their reasoned critics and well-grounded suggestions.
I don't know if we're going to change the pop-up deals system in the future but you can be sure that your thoughts will be heard by our devs.
Good luck in the game!