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Rolando 2 customer service - acceptable or not?

07-02-2009, 03:17 PM
#1
Senior Member [Original Poster]
Joined: Mar 2009
Location: NYC
Posts: 139
Rolando 2 customer service - acceptable or not?

The App Store has changed the way that we as consumers think about casual gaming. We have access to a larger supply of more diverse games than ever before, and we can download them easily, directly to our idevices. But it is not just consumers who have changed, the introduction of all this has opened up a path for developers to create, control and distribute their work to the public directly. Avoiding a lot of the trouble that comes from developing games in larger companies. Suddenly a small team with a great idea can really succeed, and this is beneficial to everyone.
But here is something I think everyone should remember. It's the customers that make this whole system work, to a larger extent than ever before. We write the reviews, post comments, create youtube videos, and generate the excitement and buzz surrounding these games. Apart from a select few in the apple ads - when was the last time you saw an idevice game being advertised on tv? How about never. Good reviews and comments from customers can make or break a game in this environment, and all of this comes down to our voluntarily spending our time to support developers and games we like.
The industry has started to pay attention to this too, listening to comments, taking suggestions and involving their potential market in dialog that makes for better games and happier customers. And ultimately makes them more money.
I think the as yet unreleased Rolando 2 is a good example of all of this. Rolando has been a huge hit, and there are hundreds of thousands of people waiting to pick up its sequel, whenever it will be released (originally slated for July 1st). So far there have been two twitter posts that I have seen saying that it was almost ready but not quite, since it was meant to be available. Is this an acceptable way to deal with the people who allow your company to exist? ngmoco is nominally pretty good at keeping us in the loop - but I think they dropped the ball on this one. And while I am at is - where are the rest of the secret levels for Rolando 1? Weren't they all meant to be released before R2? How does everyone feel about this situation and these issues - are you mad as h e double hockey sticks, or are you satisfied with your customer experience? How do other devs compare - lets get a list of hot or not companies going, and post our thoughts below.
07-02-2009, 03:24 PM
#2
Joined: Apr 2009
Location: Coolidge, AZ
Posts: 5,892
I understand what you are saying. I will say though, that Rolando 1 may be missing a couple promised Secret Levels, but even with that in mind, they still have released more free content updates than a lot of other games... But yeah. I dunno what happened, and I am not really thrilled how they responded to this situation, but I am a patient fellow. It will come in time. Obviously there was something wrong with it to not be released on the said date. Personally, they can take their time. I want the game, but I also want a finished game with the proper quality you'd expect from ngmoco. If that means it's going to be a few days later, that's fine. However I do wish they would have kept us in the loop more too. It almost makes me think that they were scared of us ripping their head's off in the forums or something ahahahah

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Last edited by Booch138; 07-02-2009 at 03:25 PM. Reason: Spelling

07-02-2009, 03:27 PM
#3
Joined: Feb 1983
Location: Barcelona
Posts: 1,268,692
Chances are ngmoco has absolutely no control over the situation, like most developers. Apple's App approval and deployment process is shrouded in mystery, and they don't seem to give preferential treatment to anyone- even big name developers.

When we talked to John Carmack regarding Doom, he had no idea when it was going to come out other than "hopefully soon". It wouldn't surprise me if ngmoco were in the same situation.

I know everyone is worked up because they're excited for the game, but from their responses it's obvious they're doing everything they can to get the game out, I'm not sure what additional information you require, or would even be relevant to anyone on the Touch Arcade forums.
07-02-2009, 03:45 PM
#4
Joined: Feb 2009
Location: San Francisco, California
Posts: 5,305
After seeing the thread in upcoming games rack up more than 2600 posts with mostly ridiculous and rather immature posts, I'm not surprised by the lack of a response from ngmoco until the wee hours of the morning. Frankly, if I'm the dev, all the ranting and random demands made me take the thread even less seriously.

While ngmoco missed an opportunity to build goodwill by not offering a more timely response, I don't think they had any control over the release of R2. But there is one truth to all this - a lot of the posts in that thread are/were plain asinine.
07-02-2009, 03:52 PM
#5
Joined: May 2009
Location: Italy
Posts: 270
I agree.
I mean, the Apps approval process is really strange and now they have a lot of work to do; with the release of OS 3.0, lots of developers are sending in the update version of their apps, and this may slow things down on the Appstore.

I know they probably should say something, but maybe they don't have something useful to say, apart from "we know nothing more than you do", which could sound a little silly for the mob.

And keep in mind that ngmoco wants the game out no less then we do; they have sustained costs for the development and they know their success is mainly due to guys like us, so it's not their intention to let us down.

Just be patient and play something else to relax meanwhile.
Peace.
07-02-2009, 03:58 PM
#6
Joined: May 2009
Location: Detroit, MI
Posts: 1,054
I think in a way, Apple is displaying that they have the last say and that they are in charge, not the developer. Rolando 2 is just another game / app to Apple at this point. It must follow the same process as Khalid's garbage.


- Hmm, NGMoco says their game is coming out on July 1st? We are Apple, and it's up to us when their game comes out. Let's make an example out of them and release it when WE release it. We have the final say, not NGMoco. We won't let the developers push us around and tell us what to do -


That is just an example scenario I see. I really think Apple is doing what they want, when they want.

By the way, when I say Apple, of course I am referring to the App Store Team.

I don't blame NGMoco as much as Apple, however, I think NGMoco should have kept their mouths shut with this July 1st crap, and just let the people know when the game was submitted and should be out soon (like MOST developers do).

I think this proves that NGMoco thought they were too big for their britches, but Apple is in charge of releases, and things have changed - developers can't guarantee a release date any longer.

This is the embarrasing moment that brings NGMoco down from the clouds.

Apple doesn't care! Dev's need Apple more than the other way around.

And Apple KNOWS the customers will be there, since the app store is the best thing of it's kind - by a LOOOOONG shot.

Last edited by colorsound; 07-02-2009 at 04:01 PM.
07-02-2009, 04:00 PM
#7
Joined: Feb 1983
Location: Barcelona
Posts: 1,268,692
07-02-2009, 04:10 PM
#8
Joined: Apr 2009
Location: Coolidge, AZ
Posts: 5,892
Quote:
Originally Posted by Big Albie View Post
After seeing the thread in upcoming games rack up more than 2600 posts with mostly ridiculous and rather immature posts, I'm not surprised by the lack of a response from ngmoco until the wee hours of the morning. Frankly, if I'm the dev, all the ranting and random demands made me take the thread even less seriously.

While ngmoco missed an opportunity to build goodwill by not offering a more timely response, I don't think they had any control over the release of R2. But there is one truth to all this - a lot of the posts in that thread are/were plain asinine.
Yeah a lot of the posts were really rediculous, but at the same time there is only so much you can talk about an upcoming game before you run out of stuff to talk about. At that point everyone is bored waiting and and when everyone is tired from being up late, and are waiting for something, and on the internet, you are bound to have a pretty poisonous thread convo ahahahahaha

I just more or less felt bad for the people who had nothing better to do but wait for it... I mean I know it's anticipated but come on... lol. Ohh well I got some laughs out of reading a few pages.

Quote:
Originally Posted by HelperMonkey View Post
Conservatives hate liberals because they think that liberals think they're stupid.

Liberals hate conservatives because they think that they're stupid.
Win.
07-02-2009, 08:47 PM
#9
Joined: May 2009
Location: Palmerston North, New Zealand
Posts: 464
Quote:
Originally Posted by colorsound View Post
I think in a way, Apple is displaying that they have the last say and that they are in charge, not the developer. Rolando 2 is just another game / app to Apple at this point. It must follow the same process as Khalid's garbage.


- Hmm, NGMoco says their game is coming out on July 1st? We are Apple, and it's up to us when their game comes out. Let's make an example out of them and release it when WE release it. We have the final say, not NGMoco. We won't let the developers push us around and tell us what to do -

That is just an example scenario I see. I really think Apple is doing what they want, when they want.

By the way, when I say Apple, of course I am referring to the App Store Team.

I don't blame NGMoco as much as Apple, however, I think NGMoco should have kept their mouths shut with this July 1st crap, and just let the people know when the game was submitted and should be out soon (like MOST developers do).

I think this proves that NGMoco thought they were too big for their britches, but Apple is in charge of releases, and things have changed - developers can't guarantee a release date any longer.

This is the embarrasing moment that brings NGMoco down from the clouds.

Apple doesn't care! Dev's need Apple more than the other way around.

And Apple KNOWS the customers will be there, since the app store is the best thing of it's kind - by a LOOOOONG shot.
Nice conspiracy theory but I doubt that's the case Apple give devs the option to select a release date specifically so that they can set a date in the future to plan for launch events. They wouldn't then turn around and say "well actually we've decided you can't release on that day".

I think the most likely scenario is that ngmoco or Hand Circus found a bug (obviously a serious one) very last minute and so had to fix it and resubmit. If this is the case then it is likely that Apple actually helped them out in a big way and rushed the fixed app through review.

Of course I have no hard evidence for this but this is another viable scenario in which Apple are the good guys and ngmoco/Hand Circus should have tested the game better.

It's too early to point fingers, simple as that.

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07-02-2009, 08:52 PM
#10
Joined: May 2009
Location: Palmerston North, New Zealand
Posts: 464
Quote:
Originally Posted by Booch138 View Post
Yeah a lot of the posts were really rediculous, but at the same time there is only so much you can talk about an upcoming game before you run out of stuff to talk about. At that point everyone is bored waiting and and when everyone is tired from being up late, and are waiting for something, and on the internet, you are bound to have a pretty poisonous thread convo ahahahahaha

I just more or less felt bad for the people who had nothing better to do but wait for it... I mean I know it's anticipated but come on... lol. Ohh well I got some laughs out of reading a few pages.
Agreed, the direction the thread headed was totally unavoidable and it's a miracle it wasn't a whole lot worse. No point taking it too seriously really, just laugh at the stupidity of them (translation: us ) all!

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