Head Start Community Update

[Abigale]

We are thrilled that so many people showed up for our Grand Opening! Every business wishes to be so successful! Imagine a cafe owner who opens his doors the first day and sees people lined up around the block! He would celebrate and immediately start making plans to expand so that he can accommodate everyone, all the way to the back of the line! But at the same time, he doesn’t want to rush or skimp on anything for those who are at the front of the line. He wants them to enjoy their experience so they will have the best possible experience once they’re inside.

It’s been no different here! We are all doing everything we can to accommodate you all as quickly as we can. Please remember that it’s no different for us than our café owner. There are a lot of things to consider and schedule. I am amazed at all the moving parts.

I am a gamer. I also ask things like “Why don’t they just open a bunch more servers?” and “Why don’t they just raise the server capacity?” I even asked those things the past couple of days. Well, having a front row seat, I have heard conversations, been in chats and seen emails and to be honest, I don’t always understand the technical side of some of what they are saying. But there are reasons for all of these decisions. They might be technical or logistical, but these things are being executed in the way that makes the most sense. Everyone is trying to make the best decisions to make Rift the best it can be, and balance between the short and long term health of the game and its server communities.

That being said, we are reading your feedback and we do hear your concerns. We have always tried to be as up front with you as we can and that isn’t going to change now. So without further ado, I’d like to address some of the hot topics here in the community now.

Queues:

Unfortunately, queues are part of launching an MMO. No one can predict how that is going to go. You make an educated guess and then you adjust as fast as you can. Our pre-order numbers continued to rise so quickly that we were adding servers right up until launch and are still continuing to add them. As for the queues for some of the servers, we understand that this is an issue for those who already have friends tied to that server. If you’re new, we do suggest choosing a server with a lower population. There are servers that have little or no queue at all. Our web team went as far as to get the first draft of a server status page with a queue watcher out this evening:

http://www.riftgame.com/en/status/index.php
http://www.riftgame.com/de/status/index.php
http://www.riftgame.com/fr/status/index.php

Rest assured, we are aware that some of you are in long queues and we are doing all we can to accommodate everyone and still maintain our quality of service.

AFK Tricks

We have been reading your complaints about this issue. An update to address the majority of them was just sent out to the EU servers, and is scheduled to hit the US servers tomorrow morning at 8am Pacific.

Transfers

We have seen all of the posts requesting character transfers and while it is not something we will be able to offer this instant, it is something we are absolutely working out the logistics on for when and if it is needed once the initial overpopulation subsides.

We are reading your feedback and we will always try to get you answers when we can. Thank you all for joining us in Head Start!

[ski843]

Awesome thanks very much, Cindy. Maybe this will keep people quiet. HA what was I thinking?

[Koramik]

This is the best launch I have ever seen in an MMO.

Trion is doing a super job and reading posts like this just shows their dedication to customer service.

I am a happy customer. On the temporary queue times I just keep a good sense of humor and look for the long term.

Keep up the good work!

[Stewbs]

The three big issues, all specifically addressed in some capacity.
Kudos.
Some Oceanic servers when those free transfers eventuate would be swell... ;)

[shadomen]

My feedback:

Here's a few thoughts and you should probably do several of these in parallel:
1). Open up MANY more servers.
2). Enable free character transfers so people dont lose their game time and have to start over.
3). Clone existing servers - if Option #2 isnt a possibility, cloning a server and giving it another name has the same general result.
4). Crack down on AFK'ers who are abusing the system to remain logged in for overextended periods of time.
etc.

Shadomen

P.S. For compensation to the players - I honestly think you should consider adding 2-3 days onto every account that has experienced a login queue. In essence, move back the first billing date 2-3 days.

[Scarboar]

I was going to suggest a server status page with the size of the queue. You guys seem to be on the ball.

[Enemyz]

I think it's safe to say they're doing everything they can, so people need to lay off them already.

[SmokeyGB]

Excellent Abigale, thank you for the update. I have been impressed with Trion's recognition and action on known ussues thus far.

[Nimec]

Thank you for the update. Looking forward to the day when you can provide character transfers.

Keep it up.

[Bullvinne]

I <3 you Abi!!!!

[the_real_seebs]

I'm not sure which is throwing me off more.

Is it the timely updates?
Is it that the news is mostly good?
Is it that the news is generally true, and not just lip service?

I am starting to doubt the claims that your development team has prior MMO experience, because this is NOT how MMOs are run. I mean, it's awesome and all, but you are clearly not running an MMO in the traditional ways.

[Diablo_Dave]

No journey begins without roadblocks - in fact, it's an essential ingredient to success.

[XiL]

Purge the Login Servers on a regular schedule to combat the issue until a solution or the overpopulation subsides. Do it manually if you have to but do it.

[Feeling]

Thankyou!

/10 char

[Glorion]

Abigail, as an Oceanic player, I think it would be great to have Trion label a server as Oceanic PvP, and PvE - allow transfers to the server and monitor the difference it makes in queues. I dont know why this wasnt done to begin with. It will make us happy, will make the NA players happy, and everyone can get in on the action of the game instead of forum pvp or queue time watching.