I thought I’d mention something that shouldn’t happen even in the tiniest of stores with the fewest of customers, let alone the weekend of a major product launch and in response to the frustrations of your new customers.
The image at the top of this post is from a thread concerning the down time, the fixes, and the support from NGMoco in terms of what is going on with the applications they launch. I’m particularly fond of the phrase “Unfortunately in the real world development…” portion of the statement. This is exactly what is not good for a company image. Especially on launch day. When We Rule first launched, it asked for a lot of personal information. I didn’t sign up right away. But eventually, after hearing reports of how good the graphics are and fun the game is because it is basically a medieval FarmVille, I broke down and signed up. Skipping my personal information which I don’t recall trying to do the first time I signed up. NGSupport referring to a magic wand, and the real world of development to a question and request for information is condescension at best… downright contempt at worst.
I also think it is entertaining that the game won’t spin its orientation and you can’t recover a password when for whatever reason, it decides to dump your login credentials. If you are like me, you have hundreds of different accounts, and different passwords [none of my passwords are the same, and I don't use valid personal data on non-government (official) sites to minimize the impact of social networking/phishing and identity theft attempts, which is what I tell everyone to do when I used to do technology consulting.
Well, I've attempted to recover my password 3 times, and I've received no mail when the application says it sent mail. With their forums seemingly overrun with upset customers, I'm staying out of that area. Although I love the game in terms of Sound, Graphics, Usability [outside of it being down a lot which is why I gave it a 1], and Play Time which makes it nearly perfect… I added a Support rating because really, this whole post is about that. We Rule and NGMoco both get a 1 for Support because although they have a customer support channel to voice what is going on; They Choose Not To.
I can’t even link to their iTunes AppStore listing, I just don’t feel right letting visitors to ohmTown take that hit. Not until they fix the issues.
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