Post/Author/DateTime	Post
#1 braxfortex Nov 03, 2010 15:58:54	Here is a copy of what I sent to WotC Customer service: Wizards of the Coast Customer Service: I am writing this to inform you of why I am not continuing my subscription to D&D Insider.  I suspect your department is being inundated with this sort of thing, and hope that you will read this letter and act upon, or pass along the information here within. Here is a brief summary of what kind of customer I am.  I have played D&D since about 1981.  In that time I’ve played D&D (Basic, Expert, Master, Immortals), AD&D, 2nd Edition AD&D (including the revisions with Player’s Option and the like), 3rd Edition D&D, 3.5, and now 4th Edition D&D.  Of the products that your company has been responsible for (3rd Edition and on), I estimate I purchased a total of $1500 worth of books, miniatures, software, and online services from you.  This includes two years worth of the D&D Insider subscription paid in advance. I love this game.  I look forward to meeting with my friends every week to play.  The most recent edition, 4th, is the most fun yet to play (at least tactically).  The exceptions based rules, however, make it very difficult to make and maintain a character.  There are so many options and interdependencies that playing only with pen and paper became too much of a hassle for me.  Your character builder became indispensable for me. Over the last two years, however, the subscription to DDI has lost its appeal.  After some amazing software preview videos, and a few months of amazing Dragon and Dungeon magazine content, I figured I would spring for a whole year of the DDI service, figuring that it was worth the money despite my strong aversion to the software-as-a-subscription model of pricing.  I can’t stress how much I dislike that business model.  As a customer, I like to own things, not rent or lease them.  When it was announced that pricing was going up, seeing how good the first tools turned out, I signed up for another year to get the best bang for my buck, so to speak. In those two years, your DDI team disappointed me several times.  No virtual tabletop, no 3d character visualizer (not as big of a deal, but needed for a good VTT), no campaign manager, several oddly missing features to the existing character builder (not all feats and items implemented fully, house rules not interacting with the character’s statistics, incomplete tracking of conditions and current state of the character), several delays, and declining content in the magazines. I own so many books, that they stopped fitting on the table after the first year of 4th edition, so I switched to using a laptop and tracking everything with that.  I currently use a few purchased PDFs, the compendium, the character builder, and iplay4e to play at the table.  With the shortcomings of the current character builder, I needed to make my own custom dice rolls using Crystal Ball Lite.  The table is much less cluttered now with everything electronic. The changes announced in the new version of the character builder concern me, and frankly I don’t have any faith left in your software division to implement all of the missing features in a timely manner if ever.  My subscription is up as of 11/7, and I won’t be renewing.  WotC won’t see any more of my money until one or more of the following happen, in order of my personal preference: You release a working virtual tabletop. The new character builder is improved to the point where I can play with my laptop at our real table without using any physical books or paper.  This would mean that I can use only the character builder, or some combination of it plus 3rd party sites (like iplay4e).  Being able to export a character and manipulate it outside of your service will be needed, since you won’t be able to think of every want the community has. You start selling PDF versions of your books again.  I’d ultimately like to see you sell a physical book and the PDF together for one price, or possible a small amount more ($5 or less) than just the physical product.  I like to read a physical book when going cover to cover, but like the PDF when referencing at the table.  Honestly, if I buy the physical book, the PDF version costs pennies to distribute to me as I’ve paid for the content in other form. The Dragon and Dungeon content quality improves to what it was before. You release a campaign manager. You finish the monster builder. I know this is a long email, and I appreciate you reading it.  I hope to see these changes made to DDI soon, and would appreciate notification if any of this comes to pass.  I have money, and I want to give it to you, but you have to deserve it again.   Sincerely, [My real name withheld]  I rarely post, as you can see in my info, but was moved to share this to get the communities feedback.  Am I way off base, or do you share my concerns?
#2 guest232734764 Nov 03, 2010 16:04:26	Concerns shared, and requests as well.
#3 Mand12 Nov 03, 2010 16:07:31	I'm going to address your concerns to the best of my ability through what I have seen posted and by what I expect to happen moving forward. You release a working virtual tabletop. I, for one, think that the new format brings this from the realm of "can't possibly happen" to "very real possibility."  See my post on Integrated Tools for my speculations and delusions of awesome. The new character builder is improved to the point where I can play with my laptop at our real table without using any physical books or paper.  This would mean that I can use only the character builder, or some combination of it plus 3rd party sites (like iplay4e).  Being able to export a character and manipulate it outside of your service will be needed, since you won’t be able to think of every want the community has. This probably will happen.  Export from the new Builder to .dnd4e files has been moved to the top of the dev team's priority list.  Once those files are out again, iplay4e should work just fine. You start selling PDF versions of your books again.  I’d ultimately like to see you sell a physical book and the PDF together for one price, or possible a small amount more ($5 or less) than just the physical product.  I like to read a physical book when going cover to cover, but like the PDF when referencing at the table.  Honestly, if I buy the physical book, the PDF version costs pennies to distribute to me as I’ve paid for the content in other form. This probably won't happen.  Yes, it's 2010 and the ebook format is taking off, but Wizards still has a responsibility to brick-and-mortar gaming stores that would be pretty severely undercut by doing this.  They stopped selling them for a reason. The Dragon and Dungeon content quality improves to what it was before. This probably won't happen.  They made a post a while back about the magazines and that they would be heading in a new direction. You release a campaign manager. This I think is very, very likely.  With characters, monsters, and perhaps encounters all stored in a cloud, I think the "integrated" toolset that they're kicking off now is going to result in a campaign manager. You finish the monster builder. Define "finish."  I expect that the current monster builder will get absolutely no updates whatsoever, and that it too will be moved to a new integrated web version.
#4 cmdluke Nov 03, 2010 16:10:43	This probably won't happen.  Yes, it's 2010 and the ebook format is taking off, but Wizards still has a responsibility to brick-and-mortar gaming stores that would be pretty severely undercut by doing this.  They stopped selling them for a reason. I highly doubt that is the reason. they just didn't want the pirates dipping into their pockets anymore. not that it stopped them at all.
#5 Mand12 Nov 03, 2010 16:12:13	I dunno, I'm pretty sure they're smart enough to realize that not making a pdf only makes a pirate waste an afternoon scanning a book.  The relationship with gaming stores as centers of the D&D community probably registers higher than how much they're inconveniencing pirates. I ask you, honestly, how often would you go to a gaming store to buy a book if you could get it cheaper in an electronic format?  I'd bet for a lot of the customer base it would be "never."
#6 cmdluke Nov 03, 2010 16:15:37	I already don't buy books from stores because they are ridiculously over-priced. amazon all the way.
#7 Mand12 Nov 03, 2010 16:20:35	Which, by the way, is why the Amazon release date is often after the official release date.
#8 cmdluke Nov 03, 2010 16:22:07	Which, by the way, is why the Amazon release date is often after the official release date. Actually, when I pre-order books on amazon, I usually receive them on release day. they are just released in certain flagship stores a few weeks before the official release date.
#9 KM.549 Nov 03, 2010 17:11:46	Which, by the way, is why the Amazon release date is often after the official release date. IIRC, that only happened with 3-3.5 books to give the FLGS a jump. All the 4th ed stuff has been on amazon same day as street date I'm pretty sure.
#10 braxfortex Nov 03, 2010 17:13:14	[snip] You start selling PDF versions of your books again.  I’d ultimately like to see you sell a physical book and the PDF together for one price, or possible a small amount more ($5 or less) than just the physical product.  I like to read a physical book when going cover to cover, but like the PDF when referencing at the table.  Honestly, if I buy the physical book, the PDF version costs pennies to distribute to me as I’ve paid for the content in other form. This probably won't happen.  Yes, it's 2010 and the ebook format is taking off, but Wizards still has a responsibility to brick-and-mortar gaming stores that would be pretty severely undercut by doing this.  They stopped selling them for a reason. [snip] You finish the monster builder. Define "finish."  I expect that the current monster builder will get absolutely no updates whatsoever, and that it too will be moved to a new integrated web version. Thanks for the reply.  As far as undercutting brick-and-mortor stores by selling cheap PDFs, I'm not suggesting that.  I am suggesting if we buy the regular book (at the store, on line, or wherever) that we also be able to obtain the PDF for a small or no additional fee.  If we only want the PDF, I have no problem paying (close to) full price.  Content is worth something, obviously. Regarding the monster builder, I was referring to it still being in 'beta'.  I would consider it finished when it is up to date with releases within a month or two, and has semi obvious features, like 'convert MM1 monster to MM3 math' and whatnot.  I haven't used it more than a few times, and so it's not high on my list or fully explained as to what I want.
#11 kerred Nov 03, 2010 18:07:23	I am with you Brax. It seems that WOTC has taken a step backward with the new CB. I hear again the promises of upgrades and updates to make this new CB as good as the old one, but WOTC's history of what is considered timely leaves a lot to be desired. I truly hope i will be surprised and impressed on the 16th, but I will not be holding my breath.
#12 dbmeboy Nov 03, 2010 18:13:23	I am with you Brax. It seems that WOTC has taken a step backward with the new CB. I hear again the promises of upgrades and updates to make this new CB as good as the old one, but WOTC's history of what is considered timely leaves a lot to be desired. I truly hope i will be surprised and impressed on the 16th, but I will not be holding my breath. I bolded the part of your statement that I feel is the biggest problem with the new CB itself.  If they wanted us to be excited about a new tool, it should at least be as good if not better than the already available tool.
#13 braxfortex Nov 03, 2010 18:26:43	I am with you Brax. It seems that WOTC has taken a step backward with the new CB. I hear again the promises of upgrades and updates to make this new CB as good as the old one, but WOTC's history of what is considered timely leaves a lot to be desired. I truly hope i will be surprised and impressed on the 16th, but I will not be holding my breath. I bolded the part of your statement that I feel is the biggest problem with the new CB itself.  If they wanted us to be excited about a new tool, it should at least be as good if not better than the already available tool. ...and I bolded the part of your statement that I agree with, totally.
#14 bss Nov 03, 2010 23:25:12	Which, by the way, is why the Amazon release date is often after the official release date. IIRC, that only happened with 3-3.5 books to give the FLGS a jump. All the 4th ed stuff has been on amazon same day as street date I'm pretty sure. Amazon normally ships on street date, yes, but FLGSes that run 4e D&D programs are allowed to sell them early, usually a week or two before the street date. That's my understanding of how it works, anyway.
#15 Mand12 Nov 04, 2010 8:45:24	I am with you Brax. It seems that WOTC has taken a step backward with the new CB. I hear again the promises of upgrades and updates to make this new CB as good as the old one, but WOTC's history of what is considered timely leaves a lot to be desired. I truly hope i will be surprised and impressed on the 16th, but I will not be holding my breath. I bolded the part of your statement that I feel is the biggest problem with the new CB itself.  If they wanted us to be excited about a new tool, it should at least be as good if not better than the already available tool. Would you rather not have any update for November, maybe December, possibly even January while they implement the things they're not finished with quite yet?  Because that's your alternative.  Get it now in incomplete form, or get nothing until it's finished.
#16 braxfortex Nov 04, 2010 10:34:15	Would you rather not have any update for November, maybe December, possibly even January while they implement the things they're not finished with quite yet?  Because that's your alternative.  Get it now in incomplete form, or get nothing until it's finished. Those aren't the only two possible outcomes.  If I had my choice, I'd rather have a new program that is up to date with more features for my money.  I understand that's not what IS happening, but had things been planned better, we could have a better outcome. I'm not screaming mad or anything, I'm just not going to pay anymore until things are demonstrably better.
#17 Mand12 Nov 04, 2010 10:39:58	The problem is that you're not accepting that there is a difference between what is planned and what actually happens.  I'm pretty damn sure they didn't plan on having a two month delay in updates.  I'm also pretty sure they didn't plan on releasing the CB without all of its features. But they were forced to do so on both counts by things that did not go according to plan.
#18 dbmeboy Nov 04, 2010 11:25:44	Would you rather not have any update for November, maybe December, possibly even January while they implement the things they're not finished with quite yet?  Because that's your alternative.  Get it now in incomplete form, or get nothing until it's finished. I'd rather they support the existing tools as usual until the new tool is ready (where ready means at least equal to the existing tool).  Sorry that I didn't play ball on the false choice.
#19 paulstrait Nov 04, 2010 11:38:11	I dunno, I'm pretty sure they're smart enough to realize that not making a pdf only makes a pirate waste an afternoon scanning a book.  The relationship with gaming stores as centers of the D&D community probably registers higher than how much they're inconveniencing pirates. I ask you, honestly, how often would you go to a gaming store to buy a book if you could get it cheaper in an electronic format?  I'd bet for a lot of the customer base it would be "never." The world is going paperless.  It is inevitable.  The business model needs to be changed.  WOTC can either be forward thinking or reactionary.  It is sad that they are choosing the later. BTW, why are gaming stores the "centers of the D&D community"?  I consider myself pretty involved in the D&D community -- I spend about 15 hours a week playing or planning D&D.   I haven't been inside a gaming store in more than five years.  In my mind, the home game (or the virtual home game) is the center of the D&D community. Hobby shops will always exist -- even if paper versions of D&D books aren't purchased by many b/c ebooks take over, some will still prefer paper versions.  Those stores will also sell paper version of other RPG books, as well as magic cards, comic books, etc.  Those stores can also still host d&d pickup games.  I don't really understand why the argument that ebooks destroys gaming stores as the 'centers of the d&d community' is compelling at all.
#20 braxfortex Nov 04, 2010 11:52:50	The problem is that you're not accepting that there is a difference between what is planned and what actually happens.  I'm pretty damn sure they didn't plan on having a two month delay in updates.  I'm also pretty sure they didn't plan on releasing the CB without all of its features. But they were forced to do so on both counts by things that did not go according to plan. Sure.  Of course they didn't plan to fail.  I also accept that there is a difference between what they planned and what ended up happening.  Again, I'm just not interested in paying them anymore until they get their act together.  Then I will be happy to subscribe again. Mistakes happen, and unforeseen problems come up, but I shouldn't have to pay for that if they weren't my mistakes.
#21 mrmyth Nov 04, 2010 11:59:54	Would you rather not have any update for November, maybe December, possibly even January while they implement the things they're not finished with quite yet?  Because that's your alternative.  Get it now in incomplete form, or get nothing until it's finished. I'd rather they support the existing tools as usual until the new tool is ready (where ready means at least equal to the existing tool).  Sorry that I didn't play ball on the false choice. The problem is, workload issues might not make that viable. It is nice to hope that everything could work out ideally, but there are always resources (time, manpower, etc) that limit all possible results. That said, I'm actually in somewhat the same camp. Especially with December through February featuring very little content that would need to be inputted into DDI, I think they should have focused on getting the existing tools up to date, which would have left them several months to switch focus to the new web-tools. With, hopefully, thus giving them time to give an announcement about the upcoming change, and a chance to release the web tools with at least the same full functionality as the offline version currently has.
#22 braxfortex Nov 04, 2010 12:01:43	I don't really understand why the argument that ebooks destroys gaming stores as the 'centers of the d&d community' is compelling at all. Well, we stopped the sale of automobiles because the buggy whip manufacturers were losing business, didn't we? Wait...
#23 Nyarlathotep Nov 04, 2010 12:37:28	Which, by the way, is why the Amazon release date is often after the official release date. I have bought every 4e book I own and most of my 3e books from Amazon and I have seen that happen exactly once.  With the Dark Sun Creature Catalog, and even that I am not sure whether it was delayed only on Amazon or whether WOTC delayed the book in general.
#24 kharmin Nov 04, 2010 13:06:23	If so, then the project was very poorly planned and managed.