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News & Features Discussion  » The War Z: An Open Letter to the Community

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  SBFord

Associate Editor - News Manager

Joined: 6/28/10
Posts: 12845

 
OP  12/27/12 2:08:20 PM#1

Sergey Titov, Executive Producer of The War Z, has sent out an open letter to the community that addresses the most prevalent issues that have been revealed over the past several weeks. Sit back and relax. We're posting the letter in its entirety.

Dear fellow Survivors,

It has now been more than two months since we launched public access to The War Z. We’ve definitely had our ups and downs, and I thought that this Holiday break was the right time for me to try to step back a little and think about our journey since it started. This may be a little long, but I would appreciate if you could stay with me for a few minutes as I try to go over the highlights of the game as well as some of the hurdles and controversies, how we have addressed that and what our plans are.

First of all a very big and sincere “Thank You!” to all of you. We are really proud of the community we have formed with you guys. Every day we have hundreds of thousands of players on our servers, and this is a life-changing event for the team and me. We are blessed to have you as members of the community and we are well aware that without you the game would be nothing.  Along with that thanks, though, I need to admit that we failed to effectively communicate some of our plans and actions to both our existing players and to our new prospective players. This failure to communicate resulted in some very negative feedback from some members of our community, but while it might be easy to label them as “haters” or some other dismissive term, in all honesty this is my fault.  I became arrogant and blinded by the early success and quick growth of The War Z, our increasing number of players, numbers we were getting from surveys, etc., and I chose not to notice the concerns and questions raised by these members of the game community as well as others.  This failure is entirely on my shoulders and if anything I owe thanks to that vocal minority and admit that I should have paid attention sooner. I chose instead to concentrate on the bigger picture – my dream of turning The War Z from being a game developed by a small indie team into a large online venture, instead of addressing small things first and staying focused on the game issues. At the end my arrogance led us to the moment, when all those small things finally caught up and created a “perfect storm” that affected all of our community members.  For that I’m truly sorry and apologize to all of our community as well as the larger PC gaming community that is not yet playing The War Z.

I do not take this situation lightly, and last week events were especially humbling for me. I’ve experienced a range of emotions, most of which centered on regret for not having addressed some of the issues differently than we did, but we can’t change the past. The only thing we can do is to be sure that we won’t repeat the same mistakes in the future. I have realized that as the leader of this ship, I missed all early warnings that were saying, “Your community is not as happy as you think they are, you need to alter course.” I was too focused on how great we are and how a small independent team got their first game to over 700,000 users in a two-month period.  Though that is something to be very proud of, allowing that to overshadow the existing community and their satisfaction was poor judgment. 

I want to give you some insight into what our plans are for the future, but before we get to that, I’d like to clear the air with you on several important topics.

Community management and moderation – the problem

Even since the early Alpha launch, this game has always cultivated a large and loyal player base that is very active in the game. Again, thank you for this. Unfortunately, we weren’t prepared for this large success and the way we managed the community was not the way it should’ve been. We relied too much on forum moderators, whose primary role was to punish those who break rules, not to engage the community and guide conversations into productive discussions about problems. There wasn’t enough presence of the development team on forums, there wasn’t enough updates on development of UPCOMING features. We failed to communicate our position and messaging on the outside platforms such as Facebook, twitter and various online websites, and when we did this we chose to rely more on arrogance rather than being humble and trying to understand why people were saying negative things. We chose to tune out negative reactions to the game, not paying enough attention to them – and this, again, is my fault. We chose to rely too much on numbers – percentage of refund requests, number and dynamic of our daily and monthly active users, etc. Well, in hindsight – those things probably work well for more casual games, but the hardcore PC gaming community is much different and can be very vocal about what they feel. Even when the percentage of players with negative comments is small, as the community grows, even a small percentage can add up to be a very significant absolute number. And it’s not just a number – those are real people with real issues they are having with the game. OP Productions (publisher for War Z) and me personally have failed to address those issues effectively.

Community management and moderation – the solution!

We’re changing our community management procedures and rules right now. We’re going to reevaluate publishing and marketing team performance, and I will make sure that Hammerpoint Interactive developers will have a much stronger voice when it comes to community management and we won’t rely 100% on OP Productions to single handedly handle this. Lots of changes will be happening very fast in the weeks to come. One of the ideas that I proposed was to select 10 players from around the world who can represent the player community and invite them to our offices in Los Angeles, to meet the team, check out what we’re doing, and share with actual developers their concerns, wishes and thoughts on the game. We also will involve community, to a much higher degree, in the process of making our next map for the War Z (called “California”). We’ll be discussing many of the aspects of the map with you and asking for feedback.

We’re revisiting our forum policies; we’re going to bring on an additional community management team, additional moderators and we’ll train them how to respond to things properly. There will still be restrictions on harassment, trash talk, etc. But we’ll make sure that every opinion is heard. At the same time, I must also be cautious: we cannot address all issues and there cannot be only one voice. Please accept that. With hundreds of thousands of players playing, talking, chatting, voicing their strong opinions, there will always be diverging opinions. And some issues that are minor ones are sometimes brought to light by very vocal channels. I would even say there is sometimes a beginning of controversy because the game is now so popular. So there is sometimes a distortion between the severity of the issue and the attention it gets. But we will clearly implement steps to better listen to the community. 

What is Foundation Release?

The most asked question of the last week was “is this the final release?”  My answer has always been that for an online game a “final” release means that the game is dead – so there’s really no such thing, you never stop developing, making changes to and adding new features to the game. This is how we came to call the current version of The War Z “Foundation Release.”  We launched the Foundation Release on December 17, 2012 as our first-stage release that we use as a foundation to build upon. It does include the core features and a fully playable environment. This is our version 1.0, and of course  we will continue to improve that version as time goes on.  Did we rush to get it done? That is a tough question, but to answer honestly I think that we all pushed very hard to be first to market and in time for the holidays. Our entire team was working late, long hours to iron out issues and include as many features as possible.  This is part of the reality of being a smaller, independent game developer. If we had a larger team and more funding we may have done things differently, but I’m not sure. I don’t think it was a mistake because our numbers have been strong since day one and, even with the recent negativity, our metrics are really solid and we’ve been continuing to grow.  The negative opinions are always the most vocal, but most players are really enjoying the game and we’ve been attracting more and more daily active players every week.  A lot of the gaming journalists that have been playing the game have also given us some great feedback. I realize that we will take a few hits from some of the traditional gaming press in terms of review scores, but I’m hoping that even they will consider that this game is a living project that will continue to evolve as time goes on. We are very proud of our Foundation Release, and we do stand behind it like we have stood behind any previous version.

What’s on the Horizon?

As for what will happen next with The War Z? We’re currently evaluating the relationship between Hammerpoint and OP Productions.  I firmly believe that Hammerpoint should be playing a more prominent role in publishing/game operating process. We’re in a process of adding new key members to our team, bringing on guys who have much more experience operating and growing successful online games and I know this is going to make a huge difference in terms of development.  We’ll be making some big decisions in terms of leadership for both companies and I will personally change how I handle many things.  Above all we will continue to develop and make this game the best that it can be. 

I know that to some people my words won’t matter much. I understand that. I hope that will change as we move forward and deliver the features that our players have been waiting for. I can promise you that from now on things will be much more transparent, and we’ll provide better communication and engage our community to discuss upcoming features way before they appear in the game.

I do believe that we aren’t even close to uncovering the true potential for The War Z, and I hope that in the coming year, we’ll be able to regain trust from people who were alienated by our actions and we’ll be able to move forward and grow the game together.

Thank you for reading all this, thank you for supporting the game and thank you for helping us to change and realize what’s important as well as what is not.

I hope you are all having a happy holiday and I wish you the best for the New Year!

Sincerely,

Sergey Titov

Executive Producer, The War Z

Associate Editor: MMORPG.com
Follow me on Twitter: @MMORPGMom

  WonderweissM

Novice Member

Joined: 8/27/08
Posts: 130

12/27/12 2:10:13 PM#2
I think this is a sincere gesture, but I do not belive anyone will change their minds based on this email.
  patsfan32

Apprentice Member

Joined: 12/14/07
Posts: 31

12/27/12 2:18:31 PM#3
I still think he's delusional...
  tawess

Elite Member

Joined: 3/24/05
Posts: 1866

WoWWARCoh/vSWGEveProject entropia

12/27/12 2:26:28 PM#4

Well it is a good start if nothing else. Now the big question is if the team can follow up on this course they set.

 

But at least they have aknowledge the issue. Maybe a bit to late but at least there are no mor heads up creaks.

 

I wish them the best of luck. (i guess it will be known as Zombiewar or something like this once the WWZ vs WarZ dust settles.)

This have been a good conversation

  Stryx74

Advanced Member

Joined: 7/08/12
Posts: 67

12/27/12 2:36:03 PM#5
It's a good start and has a genuinely sincere feel to it but the only thing that matters is what actions will follow these humble words.
  k44mos

Novice Member

Joined: 11/28/09
Posts: 22

12/27/12 2:43:09 PM#6

 Sincere feel my arse.

 

 They got fracked and the only possible solution to stay up and bring more customers is to get your hear down, say you're sorry and give everybody cupcakes.

 

 They lied (a lot) and hide behind meaningless "safe language".

 

 It all comes down to: Did the game have the features they said it would? No.

 

 What did they do after they screwed their launch? Got cocky and blame it on the customers for their poor reading comprehension.

 

 To that I say GTFO.

 
  Dopplerman

Novice Member

Joined: 7/25/12
Posts: 2

12/27/12 2:43:25 PM#7

Just 4 words:

"Steam-rejected-this-game"

 

That is a hard as a anvil reason to think twice about War Z and its future :P

  erictlewis

Advanced Member

Joined: 11/08/08
Posts: 3057

The definition of insanity is doing the same thing over and over while expecting different results.

12/27/12 2:48:06 PM#8

Not one word about being sued by Paramount, and being told to cease and desist with continuing to use the name the war z.

  SlickShoes

Novice Member

Joined: 3/01/06
Posts: 1040

12/27/12 2:49:14 PM#9

The letter reeks of a man tucking in to a large serving of humble pie.

He is grovelling for help.

I hope that once DayZ comes out this mess can be forgotten and Sergey can go on to clone another game in a 6 month work span and serve it up to another bunch of morons who want to throw money at him.

  Zalmon

Apprentice Member

Joined: 12/02/11
Posts: 323

12/27/12 2:50:59 PM#10

First of all a very big and sincere “Thank You!” to all of you. We are really proud of the community we have formed with you guys. Every day we have hundreds of thousands of players on our servers,

 

Ummmm..no, i really doubt that. He really loves exaggerating.

  zanfire

Elite Member

Joined: 11/19/06
Posts: 775

12/27/12 2:53:07 PM#11
got this email...dont give a sh*t...still want my damn refund.
  Giddian

Novice Member

Joined: 8/03/06
Posts: 430

12/27/12 2:56:00 PM#12

I too beleive it is a good start. He has done ALOT of Damage. at this point. Actions speak lowder than words. Lets see if he can back it up or just blowing smoke.

the Odds are not with him. we will see.

  Heretique

Apprentice Member

Joined: 2/02/07
Posts: 955

Most of my posts get deleted.

12/27/12 2:57:04 PM#13
Damage Control is fun!

Originally posted by salsa41
are you have problem ?

  Rawiz

Novice Member

Joined: 9/19/08
Posts: 472

12/27/12 3:18:19 PM#14

Yea, after seeing their community manager with a brand new 2012 Dodge Challenger, whining about his flat tire, I feel no symphathy. Clearly the best possible path after the Steam aftermath is to show-off your money.

First of all, that guy chose to work for THE shadiest company in this genre, other is that he actually bought an AMERICAN car with his money.

I wish this company nothing but sorrow.

PS. This letter was not written by Sergey Titov, the english in it is far too good. Also it's very questionable, that people would even believe a single thing he says at this point.

  Aconsar

Novice Member

Joined: 7/05/10
Posts: 268

12/27/12 3:22:27 PM#15
Originally posted by Dopplerman

Just 4 words:

"Steam-rejected-this-game"

 

That is a hard as a anvil reason to think twice about War Z and its future :P

This is misleading.  Steam didn't "reject" the game, they actually greenlit it which was a mistake.  The game was/is not ready for even release yet, so this "foundation release" is just an extended beta, doesn't matter what they label it.

WarZ still has a page on steam and will rerelease when it's in a proper release state, should that ever happen.  But right now there's still too much being added/changed and the hackers are the major issue plaguing this game.

  MMOdad72

Novice Member

Joined: 12/21/12
Posts: 94

12/27/12 3:22:38 PM#16
Originally posted by erictlewis

Not one word about being sued by Paramount, and being told to cease and desist with continuing to use the name the war z.

 

This , and the fact he never explains why he lied about Steam running of out keys , multiple lies about it in fact , when Valve publically said they pulled the game because it of it's terrible state.

 

  MMOdad72

Novice Member

Joined: 12/21/12
Posts: 94

12/27/12 3:25:19 PM#17
Originally posted by Aconsar
Originally posted by Dopplerman

Just 4 words:

"Steam-rejected-this-game"

 

That is a hard as a anvil reason to think twice about War Z and its future :P

This is misleading.  Steam didn't "reject" the game, they actually greenlit it which was a mistake.  The game was/is not ready for even release yet, so this "foundation release" is just an extended beta, doesn't matter what they label it.

WarZ still has a page on steam and will rerelease when it's in a proper release state, should that ever happen.  But right now there's still too much being added/changed and the hackers are the major issue plaguing this game.

Boy that's some spin there.

Steam agreed to sell it because the DEVELOPER SAID IT WAS READY. Steam doesn't make that decision , if the developer had been truthful to begin with they would never have let it go for sale.

Acting like it was Steams final decision to sell it is ridiculous. Steam agreed to allow it to be sold , the developer had full power to not let them happen , but they chose to anyway for the money grab.

And then Valve realized it shouldnt be there. Valve made the right decision , Sergey would still be letting it be sold on Steam if Valve would allow it.

  Aconsar

Novice Member

Joined: 7/05/10
Posts: 268

12/27/12 3:28:07 PM#18
Originally posted by MMOdad72
Originally posted by Aconsar
Originally posted by Dopplerman

Just 4 words:

"Steam-rejected-this-game"

 

That is a hard as a anvil reason to think twice about War Z and its future :P

This is misleading.  Steam didn't "reject" the game, they actually greenlit it which was a mistake.  The game was/is not ready for even release yet, so this "foundation release" is just an extended beta, doesn't matter what they label it.

WarZ still has a page on steam and will rerelease when it's in a proper release state, should that ever happen.  But right now there's still too much being added/changed and the hackers are the major issue plaguing this game.

Boy that's some spin there.

Steam agreed to sell it because the DEVELOPER SAID IT WAS READY. Steam doesn't make that decision , if the developer had been truthful to begin with they would never have let it go for sale.

Acting like it was Steams final decision to sell it is ridiculous. Steam agreed to allow it to be sold , the developer had full power to not let them happen , but they chose to anyway for the money grab.

And then Valve realized it shouldnt be there. Valve made the right decision , Sergey would still be letting it be sold on Steam if Valve would allow it.

It's no spin, steam looks into every game that's put up on the list to sell...

 

From what I see, this wasn't a greenlight project and it was just processed through normal steam measures.  It was majorly valve's fault for not seeing that what was listed as game features presented were not even close to what the game currently had.

I never said it was a wrong move, I never defended the company for making this huge mistake, so get off your soap box and come back down to unbiased land.

  Celcius

Novice Member

Joined: 7/20/04
Posts: 929

12/27/12 3:32:20 PM#19
tldr version please from that my lord! Honestly, they should issue refunds to anyone who purchased the game if they want it. (Not just on Steam, which btw, was Steam doing it not The War Z) Re-release the game in 6 months when it is ready and has all the features they said it would have. It is in beta state in terms of functionality and bugs. No one should be paying for it unless it is for "early access" to beta. DayZ is a free addon for Arma 2 and its in an "Alpha" state and has less problems. 
  ShakyMo

Apprentice Member

Joined: 11/21/11
Posts: 7246

12/27/12 3:32:55 PM#20
War z was never on greenlight
It launched straight onto steam proper.
The game information page was a pack of lies
People complained
Valve dropped it from steam and refunded their customers
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