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Punisher5784

Each week we receive more negative changes overall that affects the long-time customers.

I thought I would share some customer statistics:

70% of buying experiences are based on how the customer feels they are being treated. - McKinsey

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. - American Express Survey, 2011

On average, loyal customers are worth up to 10 times as much as their first purchase. - White House Office of Consumer Affairs

5-20%: Probability of selling to a new prospect
60-70%: Probability of selling to an existing customer - Marketing Metrics

It takes 12 positive experiences to make up for one unresolved negative experience. - “Understanding Customers” by Ruby Newell-Legner

News of bad customer service reaches more than twice as many ears as praise for a good service experience. - White House Office of Consumer Affairs

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. - White House Office of Consumer Affairs

3 in 5 Americans (59%) would try a new brand or company for a better service experience. - American Express Survey, 2011

In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. - American Express Survey, 2011

According to consumers, customer service agents failed to answer their questions 50% of the time. - Harris Interactive

I think you get the point. It is time to address unhappy customers and do everything in your power to remedy the situations. It's not only worth keeping our business, but also avoiding further negative word of mouth exposure. Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. It takes time to sift through feedback, but the value added to your business is worth it! Focus on your existing player base instead of the come-and-go new players.

Things we want at a glance to keep us engaged:
Simplified PVP: Have 1 event for vets, 1 event for new/casual players. Enough merging us all together.

Easier way to obtain 4*: You're releasing more but the chances of earning are difficult. Would it hurt to run a 4* DDQ once a month?

Stop nerfing, start buffing: Yes we have our favorites, but instead of forcing us to use other characters, how about fixing the ones that aren't being used.

PVE Scalings needs to be reasonable: We want real answers as to why scaling is too high. We don't expect matches to be easy but they need to be beatable without us looking for exploits.

New events/story/content: Everyone is sick of playing the same events over and over again. It was great to see Enemy of the State bring a new story and new way to play, but that was months ago.

New characters every week: While this may not be common, instead of new characters, why can't you focus on new events that revolve around what's going on in Marvel? Instead of winning Kingpin at T50, how about a new story event with DD as the essential character on every level (your own or loaner) with Kingpin as the boss and reward for beating him! We need different ways to play!

This is just a few things I see on the boards and I hate to repeat what everyone else has been saying but we feel you're not listening to your fanbase.

OnesOwnGrief

I'm pretty sure all those surveys were mainly based in the realm of retail and maybe online shopping. Nothing of which has a business model like what this game has.

Unknown

OnesOwnGrief wrote:

I'm pretty sure all those surveys were mainly based in the realm of retail and maybe online shopping. Nothing of which has a business model like what this game has.

While that may be true, a business model of one time purchases and then burn them out is not really sustainable. They should want repeat customers as much as any business and it seems like they are actively trying to drive them away or don't care if they leave currently. At least that's the perception a lot of us have.

Unknown

From what they said previously, they are more focused on the best and fastest return on investment (developing time).

From that perspective, it looks like releasing new characters at a crazy pace is the best way to do so.

But wait... They haven't tried anything else we suggested.

What if ?

Unknown

Lerysh wrote:

OnesOwnGrief wrote:

I'm pretty sure all those surveys were mainly based in the realm of retail and maybe online shopping. Nothing of which has a business model like what this game has.

While that may be true, a business model of one time purchases and then burn them out is not really sustainable. They should want repeat customers as much as any business and it seems like they are actively trying to drive them away or don't care if they leave currently. At least that's the perception a lot of us have.

Provoking riots on the forums may be part of the strategy... Not kidding. Why would they announce poor changes on a regular basis otherwise ?

They are so scared of us being bored...

rednailz

This game isn't made for gamers, it's made for consumers.

tanis3303

From what I see, the worst thing that's happening to them right now is the negative App store reviews. One comment in particular that I've seen in LOTS of reviews is some variation of "I can't/won't recommend this game to anyone". That's really bad ju-ju right there. Take App store reviews for what they are, but I know when I'm considering a new game I always read them. If the first page has a bunch of low star, scathing reviews about how the game is unfair and/or pay-to-win/play, I rarely even bother downloading it. "Cannot in good conscience recommend this game" is something else I tend to steer clear of, because it usually means that the game is set up in a way that you can't really get anywhere without a significant cash investment. I'm seeing the phrase "bait and switch" thrown around a lot too...I'm sure the Marvel moniker will balance this out considerably, but it's a slippery slope...I mean, that's the power of word of mouth, but on a global scale right there, and every customer driven away by bad reviews is a potential loss of sale.

babinro

Nerfing and buffing characters are both POSITIVE game changes.

If characters were buffed to the trivial game play power level of Patchneto, XF, and Sentry bombing then you'd be left with an exceptionally easy and boring game. One that is actively harmful to EVERYONE for being overly casual and mindless.

It's not healthy to make matches that are decided on turn 3 the expected norm. Players will have a lot of fun feeling like they are breaking the game but that's not going to build a lasting experience.

Games need to offer challenge.

Creating 'counter' characters to these kinds of tactics would either degenerate to hugely niche characters or just a rock-paper-scissors game. The current version of the game has a lot more depth than that and we're better for it. Even though established vets are giving up SOME of their competitive advantage to get there.

Note: While I disagree with your points on nerfs and scaling the others do very much appeal to me as areas of improvement. I'm not sure I see a lot of people quitting because of those things mind you. Nearly all quitting seems to stem from nerfs.

Unknown

D3 and company are not here to offer us a product. They are here to offer us entertainment. And for small percentage of whinny people here on the forums, they are not here entertain just you. They need to make money by appealing to the masses. That can't be done if there's one character to rule them all. There's no fun in that. So sorry "vets" but this isn't about you. It's about D3 making that dough, and if isn't coming from you anymore. It will come from players like myself who want continue to be entertained by a Marvel license puzzle game.

LordWill

I agree with the OP.

I know the sad truth is that Demiurge really just doesn't care what we say or do. It's going to do what its going to do under the guise of balancing and game improvement.

For those that have been around know what I am talking about and we have all seen the writing on the wall ever since Albert Reed's famous blog and venturebeat articles....

Personally the only way I have lasted this long is to lower my expectations of them and the game to where nothing they do even surprises me anymore, oh and never ever give them any more money. EVER.

Unknown

MrGame004 wrote:

D3 and company are not here to offer us a product. They are here to offer us entertainment. And for small percentage of whinny people here on the forums, they are not here entertain just you. They need to make money by appealing to the masses. That can't be done if there's one character to rule them all. There's no fun in that. So sorry "vets" but this isn't about you. It's about D3 making that dough, and if isn't coming from you anymore. It will come from players like myself who want continue to be entertained by a Marvel license puzzle game.

Make your mind up. Is it an entertainment service or a game? Are you sure what your paying for?

Unknown

Simplified pvp?, exclusive event for vets and newbies. i don't know how you vets think that is a good idea, maybe it's a good idea for us 2* players, but you vets really want to only play whit another vet since the beginning? 1 bracket whit 500 vets That's insane.

Just remember heavy metal, smash hit, a lot of vets complaining about only see maxed teams.

If they made exclusive event for vets you will need to shield hop since the beginning.

About pve I don't care about scaling if they made short events 6 days grind is just to much,
I remember an deadpool event that lasted 2 or 3 days and that was great, so SHORT PVES is possible.

Well like some vets told me Once, if you don't like the game how it is maybe this is not your game, stop crying and go away.

now developers are sacrificing the minority(vets) for the mayority(newbies) smart move?
10,000 or 50,000 vets?. 1,000,0000 newbies.

OnesOwnGrief

CoolB76 wrote:

MrGame004 wrote:

D3 and company are not here to offer us a product. They are here to offer us entertainment. And for small percentage of whinny people here on the forums, they are not here entertain just you. They need to make money by appealing to the masses. That can't be done if there's one character to rule them all. There's no fun in that. So sorry "vets" but this isn't about you. It's about D3 making that dough, and if isn't coming from you anymore. It will come from players like myself who want continue to be entertained by a Marvel license puzzle game.

Make your mind up. Is it an entertainment service or a game? Are you sure what your paying for?

A game as a service. One of those newfangled ideas that has surfaced recently. If it was just a product, it would be done and out the door and on to the next one. It was also a topic of discussion at GDC 2015 back in March as well.

cleo mcdowell

100% agree

Unknown

Agree with OP 100%. I'm still on the fence about whether to continue playing this game. But if I do d3 will not get another cent from me until they drastically change their business model. I've updated both my google play store and apple app store reviews to reflect this. If you disagree then by all means continue to support d3 but I will not.

Punisher5784

Lirisisk wrote:

Simplified pvp?, exclusive event for vets and newbies. i don't know how you vets think that is a good idea, maybe it's a good idea for us 2* players, but you vets really want to only play whit another vet since the beginning? 1 bracket whit 500 vets That's insane.

Just remember heavy metal, smash hit, a lot of vets complaining about only see maxed teams.

If they made exclusive event for vets you will need to shield hop since the beginning.

About pve I don't care about scaling if they made short events 6 days grind is just to much,
I remember an deadpool event that lasted 2 or 3 days and that was great, so SHORT PVES is possible.

Well like some vets told me Once, if you don't like the game how it is maybe this is not your game, stop crying and go away.

now developers are sacrificing the minority(vets) for the mayority(newbies) smart move?
10,000 or 50,000 vets?. 1,000,0000 newbies.

I do not consider myself a vet, I am still in the 3* transition. I am going by what I see on the boards and I also thought it would be a good idea. While I understand what you are saying, why should a lvl 270 vs a lvl 270, the vet event would have more of a 4* tier structure. Instead of rank 1: 4* and rank 2-100 3*, it could be 1: 2 4* and 2-100: 4*, rank 150-250 3*. Obviously it needs some work, but it could address the vets obtaining 4* and allowing us 2* and 3* transitioners to fight for what we need.

Scaling is an issue for all players. We just want answers as to what exactly sets the scaled levels, there is no confirmation on this and I have heard of numerous different reasons.

The developers are sacrificing? The players have given plenty of suggestions to help make the player experience better for all types of players, but they aren't listening. Obviously you need new players to sustain growth, but the vets are what keeps the game going. It's important for a company to keep their loyal customers too. DPQ was definitely a step in the right direction and they need to continue to provide new content.

_RiO_

OnesOwnGrief wrote:

A game as a service. One of those newfangled ideas that has surfaced recently. If it was just a product, it would be done and out the door and on to the next one. It was also a topic of discussion at GDC 2015 back in March as well.

Nothing newfangled about it.

MMOs have operated on a monthly subscription plan paired with monthly content updates for years.
MOBAs have been doing the same, but for free; their revenue coming from ingame microtransacations for skins and other vanity unlocks instead...

Lidolas

Punisher5784 wrote:

Each week we receive more negative changes overall that affects the long-time customers.

I disagree with your opening statement. You may feel that they are negative changes. Most of the forumites might agree with you. But those are opinions. I'm certain the devs has enormous amounts of data that we don't have that they use to base the changes on. I'm almost certain that they do it for the health of the game and benefit of the players as a whole. They don't want this game to die. Have you watched the Q&A videos? They are as big or bigger comic nerds than most of us on the forums. They love their jobs. Yes, they probably have strings being pulled by Marvel, Disney, Sega, etc. But they have balanced it very well, in my opinion.

The recent changes definitely change the game, but not necessarily negatively for long-time customers. I understand that it is natural to resist change and embrace the status quo. But it is also boring. The devs are keeping the game alive by switching things ups with buffs, nerfs, gameplay, etc.

OnesOwnGrief

_RiO_ wrote:

OnesOwnGrief wrote:

A game as a service. One of those newfangled ideas that has surfaced recently. If it was just a product, it would be done and out the door and on to the next one. It was also a topic of discussion at GDC 2015 back in March as well.

Nothing newfangled about it.

MMOs have operated on a monthly subscription plan paired with monthly content updates for years.
MOBAs have been doing the same, but for free; their revenue coming from ingame microtransacations for skins and other vanity unlocks instead...

Apologizes, when I said "newfangled," it was meant to be sarcasm. The concepts of how this game is used to conduct business is far from new but people tend to behave as such. It's almost as if people didn't know what type of game they were playing, threw money at it, then woke up after the addiction started to wear off.

Unknown

Punisher5784 wrote:

Lirisisk wrote:

Simplified pvp?, exclusive event for vets and newbies. i don't know how you vets think that is a good idea, maybe it's a good idea for us 2* players, but you vets really want to only play whit another vet since the beginning? 1 bracket whit 500 vets That's insane.

Just remember heavy metal, smash hit, a lot of vets complaining about only see maxed teams.

If they made exclusive event for vets you will need to shield hop since the beginning.

About pve I don't care about scaling if they made short events 6 days grind is just to much,
I remember an deadpool event that lasted 2 or 3 days and that was great, so SHORT PVES is possible.

Well like some vets told me Once, if you don't like the game how it is maybe this is not your game, stop crying and go away.

now developers are sacrificing the minority(vets) for the mayority(newbies) smart move?
10,000 or 50,000 vets?. 1,000,0000 newbies.

I do not consider myself a vet, I am still in the 3* transition. I am going by what I see on the boards and I also thought it would be a good idea. While I understand what you are saying, why should a lvl 270 vs a lvl 270, the vet event would have more of a 4* tier structure. Instead of rank 1: 4* and rank 2-100 3*, it could be 1: 2 4* and 2-100: 4*, rank 150-250 3*. Obviously it needs some work, but it could address the vets obtaining 4* and allowing us 2* and 3* transitioners to fight for what we need.

Scaling is an issue for all players. We just want answers as to what exactly sets the scaled levels, there is no confirmation on this and I have heard of numerous different reasons.

The developers are sacrificing? The players have given plenty of suggestions to help make the player experience better for all types of players, but they aren't listening. Obviously you need new players to sustain growth, but the vets are what keeps the game going. It's important for a company to keep their loyal customers too. DPQ was definitely a step in the right direction and they need to continue to provide new content.

No man, they can't give two or three 4* for top 10 reward, there is only 9? 4* characters, in 2 months vets will have every 4* star maxed or at least fully covered due to the little rotation.

So players like you and me 2-3* transition, when we finish our transition maybe in 3 or 4 months, at that point vets will be invencible for us to start our new 3-4* transition.

That kind of stuff will be added at some point for sure but not now when there is only 9 4* characters.

Why you and others Affirm that veterans kept the game running? There is a lot of new guys buying 42x packs, roster slots and wasting money in stupid things like many ppl at the start.
Even if all the vets go away this game will be the same, obviously that will never happen because vets think that they deserve a medal for their time and effort? (I'm not generalizing) There is vets that don't care about changes they just keep playing like always do.

This changes aren't negative for me, nerf, healt, new pvp, many ppl think like me and they will keep the game running if some vets decide to not waste money here.

atomzed

arktos1971 wrote:

But wait... They haven't tried anything else we suggested.

I'm trying to stay out of the argument entirely... But I like to point out that history has shown that Dev listens.

They have
1) introduced slices for those complaints about different end times.
2) Introduced DDQ to aid 2* to 3* transition players.
3) provided "fun balancing" (or just nerfs) to characters that skew the meta entirely, and which people has complained furiously about.

While not every change was acceptable to everyone (since vet and new players want different things), let's give D3 credit where is due.

They have listened. They do listen.