The other reason I wanted to do this is since this is a discussion forum, and a discussion is the exchange of information between two or more parties, there isn't much discussion going on. What I mean is that most people post here asking for information from WotC, information is not returned (I will get into why in a minute), the thread then go into speculation and complaint, and nothing is really accomplished.
Answer #1: WotC can't say anything.
Due to a policy put in place by Hasbro, WotC parent company, WotC employees are unable to reveal any information in regards to new DDi content. The reasoning that has been given has to do with Hasbro being a publicly traded company, and that information is sensitve. This does not mean that they (WotC employees) don't want to tell us. Work is being done to try and get this policy changed, but nothing has happened so far.
Now most of us work in places where there are policies in place that we don't agree with, and this is the same thing. We explain the ups and downs of them having this policy until our fingers have fallen off from typing, but the fact remains, that until the policy is changed, or WotC is cleared to say something, there will be no further information given.
Question #1: What is the next tool for DDi subscribers, and when will it be released?
A: They are working on a web based tool system. That's it. Nothing further. For any other questions in regard to this, see Answer #1.
Question #2: Why haven't the DDi Tools been updated?
A: DDi Tools are usually (Sept & Oct experienced issues) updated on the first Tuesday of the month, unless otherwise announced. On said days, the updates will usually occur around 9-10 AM PST, which means that you won't see anything before that. This allows for staff to be on hand to make sure that the update process goes well.
Question #3: Why wasn't X content included in the update?
A: Based on past experiences, unforseen issues arose. This could cause delays in the update, or a partial update. As to the specifics of the issues, see Answer #1.
Question #4: I am displeased with my DDi subscription. What should I do?
A: That depends on your level of displeasure. Contact customer service and express your grievances. Please do this in a polite manner, as you will get a better response. You can choose to end your subscription. If you choose that route, express why you are cancelling in a polite manner. Other than that, not much. Most of the grievances/complaint that have been posted on this forum, and many here will agree, are usually not resolved due to Answer #1.
Question #5: I found a bug in the Character Builder / Adventure Tools. What do I do?
A: First you should submit a bug report. Then you can post about it on the forum related to the tool that you found the bug in.
Question #6: Why isn't Wizards releasing any tools that I am paying for with my subscription?
A: Quite simply, you are not. For the cost of your subscription, you receive Digital copies of Dungeon & Dragon magazine, access to the DDi Compendium, and downloads with updates of the Character Builder and Monster Builder. You are not being charged for any tools that have not been released. Wizards has made this clear on numerous occasions. This is why when DDi first started charging for subscriptions, it was at a reduced rate (about $5 per month for an anual subscription iirc), they offered a deal in July '09 for a second year of subscription at the same rate, and if you did not resubscribe, the price increased slightly.
In conclusion, until there is a change in the policy, or we actually get information from WotC in regards to DDi features, I am asking people to please refrain from posting. These issues have been going on for months, and WotC are aware of them, but because of Answer #1, nothing has been able to be changed. As I said before, threads deteriorate into speculative comments, and at worst flame wars. I am as frustrated as the next person, but since we aren't getting concrete information, there really is no point.
Once information has been released, and by that I mean detailed information (a preview, screenshot, feature list, etc.) We will then have something to actually discuss once again.
Ramius
P.S. If you think there are other questions that I didn't cover, let me know and I'll edit this post.
To be serious: Thx for summing it up. At least there is now a thread that you can refer to if this topic comes up again.
this is a discussion forum ... and nothing is really accomplished.
Um...welcome to the Internet?
P.S. If you think there are other questions that I didn't cover, let me know and I'll edit this post.
Why are you answering this and not an actual WotC employee?
A WotC employee would have more credibility than a fellow DDI user, IMHO. Otherwise this is just supposition and opinion.
P.S. If you think there are other questions that I didn't cover, let me know and I'll edit this post.
Why are you answering this and not an actual WotC employee?
A WotC employee would have more credibility than a fellow DDI user, IMHO. Otherwise this is just supposition and opinion.
Umm... See Answer #1.
Seriously though, everything that I have said is based off of previous quotes made by VCLs, and WotC employees.
PaoloM is the one that has told us that they cannot give us information due to the policy put in place by Hasbro, and that he is trying to get that changed.
Mudbunny provides a similar response when people start complaining that the tools have not been updated at 7AM EST. He has also been helpful in offering options to those that are upset with their subscription, and any issues that they have.
As far as the DDi updates not containing X content, this has been explained in the Announcements that WotC have given us.
This isn't all supposition, I have put together information that has been said on numerous threads by different WotC employees into one place. Yes I did let my opinion come through, but that is because I have become tired of looking at threads that are just rehashing topics that were covered in a different thread the week before. Most of them don't really accomplish anything other than cause speculation as to what WotC is doing, and why they aren't responding to our requests as customers. The fact is we don't know. We can compare how we do our jobs, manage projects, communicate with customers, write software, etc. all day long but in the end it us just speculation, because none of us work at Wizards, and do not have any information as to the actual goings on within the company. If we did, and we posted it here, we most likely would not be working Wizards any longer.
I've been reading this particular forum for over a year on a regular basis, and the past 6 months or more have become very frustrating to DDi users because WotC cannot share any information on what is being worked on. I posted on a different thread, that they should just shut this forum down because since they (WotC) cannot discuss anything with us in regards to DDi, there really is no need to have this forum open until they can.
Ramius
Their communication with customers is appalling and until (if ever) I get a substantive response on this particular issue from Customer Service, I will continue to post here seeking information. I pay my money to the company so I have a right to voice an opinion when I feel I am being treated poorly. I have attempted that through Customer Service and seem to be getting nowhere so I will return here as needed.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
Customer Service has more than once insured me that they do have regular talks with WotC and I have no doubts they do. However, I am not so sure the information exchanged at those meetings reach all the way to those who can fix the issues.
Ha ha, the thread title for some reason makes me think of Vanilla Ice lyrics. Now STOP, collaborate and listen..
Like this?
Whilst I appreciate this as an effort to summarise the current situation, I continue to reserve the right to post here seeking information from WotC.
Their communication with customers is appalling and until (if ever) I get a substantive response on this particular issue from Customer Service, I will continue to post here seeking information. I pay my money to the company so I have a right to voice an opinion when I feel I am being treated poorly. I have attempted that through Customer Service and seem to be getting nowhere so I will return here as needed.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
And I think as a customer you should. I have sent numerous emails, posted here many times, and sent an actual letter. I've come to accept that nothing is going to be said until its ready to be said. I also am not making any excuses, nor letting Wizards/Hasbro off the hook for their poor policy in regards to communicating with their customers. At this point I am leaving the ball in Wizard's court
to change and communicate with us.
I do think that there are some areas that can be discussed, because they deal with current issues of exsisting products. I am referring to bugs in the MB/CB, data entry errors, etc. I would like to see a list of things that got fixed in between updates.
Express your discontent to your heart's content, just don't get upset when you don't hear anything back, because you already know the reason why you won't.
Ramius
with that said pretty much anything that we will post on these forums will probably be answered with your post, but it wont stop people.
while what you say is pretty much true to the letter this is a public forum where it is peoples right to announce their displeasure or gripes at their leisure, sure its all probably been said before, but as Americans we will say what were going to say damn logic, reason or what others think *salutes flag*
with that said pretty much anything that we will post on these forums will probably be answered with your post, but it wont stop people.
And I completely agree, I guess the main goal I had for this thread was curtail the speculative posts that come from not getting information (Yes I know it's the internet and it's not going to happen.) These are the real detractors, and one of the major downsides of coming to this forum. I would love to have something to talk about with members other than, What do you think the next tool will be? Why havent they fixed/updated this? Why won't they tell us what is going on?
Whilst I appreciate this as an effort to summarise the current situation, I continue to reserve the right to post here seeking information from WotC.
Their communication with customers is appalling and until (if ever) I get a substantive response on this particular issue from Customer Service, I will continue to post here seeking information. I pay my money to the company so I have a right to voice an opinion when I feel I am being treated poorly. I have attempted that through Customer Service and seem to be getting nowhere so I will return here as needed.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
While obviously it's a matter of opinion, I've seen this view expressed a lot and can only conclude most people who hold it are either being disengenous or simply deceiving themselves.
Compared to the vast majority of corporations in the world, WotC has excellent communication with customers.
Firstly, they have message boards to facilitate this. They have listed telephone numbers which allow customers to call and, moreover, get through to a living person in a short period of time. Their staff post to their forums, not as much as many would like, but it does happen.
Compare this with the average corporate communication: Press releases....and nothing else.
Now, a little more assurance about when the essentials and Dark Sun books will be updated into the Character Builder, or when the monster builder's bugs will be fixed would be nice. However, there is no need whatsoever to be told what the forthcoming online tool is. At this point I earnestly believe a great many people are simply complaining for the sake of it or out of some misguided sense of entitlement.
Whilst I appreciate this as an effort to summarise the current situation, I continue to reserve the right to post here seeking information from WotC.
Their communication with customers is appalling and until (if ever) I get a substantive response on this particular issue from Customer Service, I will continue to post here seeking information. I pay my money to the company so I have a right to voice an opinion when I feel I am being treated poorly. I have attempted that through Customer Service and seem to be getting nowhere so I will return here as needed.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
While obviously it's a matter of opinion, I've seen this view expressed a lot and can only conclude most people who hold it are either being disengenous or simply deceiving themselves.
Compared to the vast majority of corporations in the world, WotC has excellent communication with customers.
Firstly, they have message boards to facilitate this. They have listed telephone numbers which allow customers to call and, moreover, get through to a living person in a short period of time. Their staff post to their forums, not as much as many would like, but it does happen.
Compare this with the average corporate communication: Press releases....and nothing else.
Now, a little more assurance about when the essentials and Dark Sun books will be updated into the Character Builder, or when the monster builder's bugs will be fixed would be nice. However, there is no need whatsoever to be told what the forthcoming online tool is. At this point I earnestly believe a great many people are simply complaining for the sake of it or out of some misguided sense of entitlement.
No, most of us are complaining because over two years ago we were told we would have a full suite of tools to help us facilitate games across the internet with friends and strangers who were far far away.
This blew up in WotC's Face.
Today, we have a character builder that is not only bugged, but lack up to date content, will not allow the use of house rules, has had content removed, and is quickly becoming a disaster. We also have a monster builder that has been in Beta for over a year, and is SEVERLY bugged. And in that same year, have seen hide nor hair of any single new tool aside from "It's web based and it's awesome."
Customer service lack in so far as people have called for refunds on the last two months of subs for non recieved content, and have been told that they will not be allowed to do that. (One person on these boards that I know of, and two people at my FLGS) Yet they allowed it for other people. Why the double standard?
And you say theres no need to be told what the upcoming tool is? You ever go to a restraunt and not be handed a menue, then be told, "We'll serve you something soon, and it will be amazing"?
No, most of us are complaining because over two years ago we were told we would have a full suite of tools to help us facilitate games across the internet with friends and strangers who were far far away.
This blew up in WotC's Face.
Really? Because I've read several hundred posts that don't have anything to do with the game table.
It's old history, it was a product they wanted to produce and dropped. It has nothing to do with the product now. Every company comes up with ideas and features that get dropped, continuing to complain about them is just petty.
Today, we have a character builder that is not only bugged, but lack up to date content, will not allow the use of house rules, has had content removed, and is quickly becoming a disaster. We also have a monster builder that has been in Beta for over a year, and is SEVERLY bugged. And in that same year, have seen hide nor hair of any single new tool aside from "It's web based and it's awesome."
And a compendium, and Dungeon and Dragon magazines.
The character builder has missed a couple of months of updates. The MB is buggy but works pretty well, I use it every week. Yes I want it to be fixed but it's not worth nerdraging over.
Customer service lack in so far as people have called for refunds on the last two months of subs for non recieved content, and have been told that they will not be allowed to do that. (One person on these boards that I know of, and two people at my FLGS) Yet they allowed it for other people. Why the double standard?
Firstly you don't know the circumstances so you can't make an educated guess. Secondly they _do_ give refunds, many people have received them so the 'well this person didn't get one' becomes an isolated example rather than the majority.
And given you've ignored my points to go off on your own rants, you'll note that you've acknowledged that people have communicated with their customer service and received answers - or, in otherwords, the company has communicated. Not liking the answer doesn't mean the company's provided poor communication.
And you say theres no need to be told what the upcoming tool is? You ever go to a restraunt and not be handed a menue, then be told, "We'll serve you something soon, and it will be amazing"?
Nice try, it's fallacious reasoning but nice try.
It's not a restaurant, there's no casual connection in the analogy and your argument falls flat.
3/10, could do better.
While obviously it's a matter of opinion, I've seen this view expressed a lot and can only conclude most people who hold it are either being disengenous or simply deceiving themselves.
Compared to the vast majority of corporations in the world, WotC has excellent communication with customers.
Firstly, they have message boards to facilitate this. They have listed telephone numbers which allow customers to call and, moreover, get through to a living person in a short period of time. Their staff post to their forums, not as much as many would like, but it does happen.
Compare this with the average corporate communication: Press releases....and nothing else.
Now, a little more assurance about when the essentials and Dark Sun books will be updated into the Character Builder, or when the monster builder's bugs will be fixed would be nice. However, there is no need whatsoever to be told what the forthcoming online tool is. At this point I earnestly believe a great many people are simply complaining for the sake of it or out of some misguided sense of entitlement.
While I sort of agree with you, I think one difference which is significant to me is that I'm paying a monthly subscription to support DDi. DDi specifically, not D&D in general - I do that by buying books. Now I agree I get a bunch of stuff for my dollars - or I'd not subscribe - but one of the things I feel I deserve for that money is some information.
I've only ever subscribed to one other thing online and that's WoW. I don't need to tell you the difference in communications between WoW and DDi.
This thread seems as pointless to me as the threads it seeks to curtail.
Yeah, it derailed just about when Evilref never realised he should have indicated that his post was a joke because I laughed when I read "…WotC has excellent communication with customers.".
P.S. If you think there are other questions that I didn't cover, let me know and I'll edit this post.
Why are you answering this and not an actual WotC employee?
A WotC employee would have more credibility than a fellow DDI user, IMHO. Otherwise this is just supposition and opinion.
Most of his answers have been covered originally by WoTC employees. They can't spend all day saying the same thing every time a person decides their thread is going to be the one thread that really does what all the other threads failed to do.
Whilst I appreciate this as an effort to summarise the current situation, I continue to reserve the right to post here seeking information from WotC.
Their communication with customers is appalling and until (if ever) I get a substantive response on this particular issue from Customer Service, I will continue to post here seeking information. I pay my money to the company so I have a right to voice an opinion when I feel I am being treated poorly. I have attempted that through Customer Service and seem to be getting nowhere so I will return here as needed.
At least I know weekly reports on these forums go to WotC. I'm not sure what happens with Customer Service queries.
While obviously it's a matter of opinion, I've seen this view expressed a lot and can only conclude most people who hold it are either being disengenous or simply deceiving themselves.
Compared to the vast majority of corporations in the world, WotC has excellent communication with customers.
Firstly, they have message boards to facilitate this. They have listed telephone numbers which allow customers to call and, moreover, get through to a living person in a short period of time. Their staff post to their forums, not as much as many would like, but it does happen.
Compare this with the average corporate communication: Press releases....and nothing else.
Now, a little more assurance about when the essentials and Dark Sun books will be updated into the Character Builder, or when the monster builder's bugs will be fixed would be nice. However, there is no need whatsoever to be told what the forthcoming online tool is. At this point I earnestly believe a great many people are simply complaining for the sake of it or out of some misguided sense of entitlement.
Many thanks for labelling me disingenuous or deluded but I am neither and I have a wealth of experience of corporations across the world and their communication policies. Compared to most I deal with, WotC are awful. Listed telephone number are all very well if you live in the US but I do not so they are of no use to me (unless I wish to spend further money on international calls to raise issues). Customer Service e-mails are generally met with stock responses and no definitive information although refunds have been provided when I have asked for them.
As to the message boards, most companies in my experience support these although generally, updates are provided more frequently from actual staff members (Paizo is a good example).
Personally, I can think of no other situation where you are expected to continue paying blindly for software or a subscription with no information or guarantees of what you are going to get. All we are promised is that more stuff will come "soon" while asked to hand over more money for our subscriptions. This is in fact disingenuous by the correct definition of the word. That is why I post here and that is why I will continue to post here.
Wow, it took 2 1/2 days for this thread to burst into flames. I figured a much shorter time period.
Ramius
As to the message boards, most companies in my experience support these although generally, updates are provided more frequently from actual staff members (Paizo is a good example).
This is a different company operating under different rules & regulations. I agree Wizards has been doing a poor (ok, horrible job at communicating), but as I've been saying, we don't know why, and they are trying to change it.
Personally, I can think of no other situation where you are expected to continue paying blindly for software or a subscription with no information or guarantees of what you are going to get. All we are promised is that more stuff will come "soon" while asked to hand over more money for our subscriptions. This is in fact disingenuous by the correct definition of the word. That is why I post here and that is why I will continue to post here.
Um, isn't that pretty much the situation of every MMO? Millions of people pay Blizzard every month for WoW, and they don't announce the next expansion/update until it's almost done. Now, Blizzard has a well established reputation for putting out quality product, and they can get away with it. I am also pretty sure that people are complaining on their boards about not getting any information about what's being released.
Keep in mind that this is the first set of digital tools that Wizards is working on in house. Everything else, including the initial programs of DDi, were contracted out to other companies. Also the economy has played well into the equation either, they've had layoffs just like about everyone else. Now this doesn't excuse them from their lack of communication, but like I said, they are trying to change that.
Ramius
Actually, Blizzard announced Cata over a year ago. So no, no comparison. And in that year, they have released bite after juicy bite of information, changes, screenshots, beta tests, and open beta forums with a released NDA from the players and staff.
This.
I play WoW competitively and these two companies are nothing alike in their approach to communication with their player base. And Blizzard is considered to be one of the more hush hush mmo companies. That's why I find this entire situation with Wizards insane. They're dealing with a product that, when compared to an mmo, makes them very little money, and they act like this information is top secret. It's ridiculous. DnD has always been a game with a niche market with a small but incredibly loyal fanbase, and they're treating us like the faceless masses. It would be nice to see even a small bit of that loyalty returned and for Wizards to stop acting like they're doing us a favor every time they provide an update, late or not.
I play WoW competitively and these two companies are nothing alike in their approach to communication with their player base. And Blizzard is considered to be one of the more hush hush mmo companies. That's why I find this entire situation with Wizards insane. They're dealing with a product that, when compared to an mmo, makes them very little money, and they act like this information is top secret. It's ridiculous.
Not if you look at the history of the toy industry in general. Remember, this is a Hasbro policy, not a Wizards one. And the children's toy and game industry was a different consumer environment with wholly different dynamics than the teen/adult RPG market.
I agree that it is a counterproductive policy. I am floored by the lack of a communication "firefighter" team to handle emergencies in the short term while more substantive (and thus time-consuming from an approvals point-of-view) is produced. 14 years into this internet age and we are still dealing with communications models that do not take the many:many nature of the net seriously. But I do not hold this against Wizards. Working within an institution with lots of layered rules I know how frustrating it is when things take "too long" and the people looking for answers from me get pissed.
What I fail to see is a substantive answer to my question I posed a month ago (and I'm not expecting an actual answer, just to be clear) - what does Wizards/Hasbro want to see happen here, and what steps do they see as necessary to achieve that end? This is a basic "big picture" management thought that seems to be missing from the situation - and that concerns/frustrates me because it is the small stuff like this that leave lasting damage to a brand moreso than a big but relatively short misstep that is quickly forgotten.
- Ma'at
TBH, buy shares. Then you have a right to answers. Otherwise, you're a customer that has no access to inside information, nor should you.
Actually, Shareholders don't have rights to inside information either. If the company is public, then shares must be freely traded on publicly available information. Making trades (buying or selling) based on "inside information" is actually a crime.
That said, SEC rules does not prohibit Hasbro/WoTC from sharing product information or product plans, but such information must be disclosed to the public in a "open" manner.
Therefore it is not the law that prevents sharing of information per se, but company policy set to ensure compliance with these laws. They could have issued a press release any time they wanted to, but the company chose not release this information early.
The other legal reason for non-disclosure is contractual obligations to a 3rd party. But again, they chose the requirements of such contracts and define how press releases will be handled.