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Dissatisfied players – Letter to Apple

Posted by
/ January 29, 2013 / 27 Comments

We regularly monitor happenings around Heroes of Order & Chaos. We often hear about player dissatisfaction due server problems and some in game bugs. One of the players is decided on the unusual move. He sent a letter to Apple, to show them how bad game they put in their online store.

You can follow the discussion at this link…

We show you the letter in its entirety…

 

Hello,

I am writing to voice my concern about the quality of a game released in the app store.  Heroes of Order and Chaos is a free to play game from the maker Gameloft.  It offers a great deal of promise and has attracted many players.
Unfortunately the gameplay experience of this particular app is, in my opinion, an embarrassment to the Apple iTunes Store.
A visit to the official forums here: http://forum.gameloft.com will give a brief snapshot of the product being distributed in your store.  The game has become nearly unplayable as the player must suffer dozens of Internal Server Errors, login time-outs, dropped connections, and broken UI mechanics just to be able to attempt to play the game.

The actual game if one ever gets the opportunity to play, is full of bugs and glitches which are being exploited by the community of players and by the manufacturers themselves.  An example is an unintentional glitch with a hero which makes them able to heal completely.  Instead of this longstanding glitch being fixed, the company decided to release this hero as freely playable this week perpetuating the problem in what I believe is a blatant attempt to sell an overpowered aspect of the game via IAP.  The company seems all too keen on releasing new skins which, of course, can be purchased in game, but has completely neglected to provide fixes that allow the player to get the experience advertised in the store.

The iTunes store has a reputation of being the premier mobile app store on the market.  I know that with such a broad range of games and apps that the quality of products will vary greatly but releases such as this, which were rushed into the store to take advantage of the Christmas buying season by one of the App stores more recognized developers is very disappointing.  I fear that this game is somehow becoming representative of the quality of apps available in the iTunes store.  Believing in the developer and the potential of the game I spent $$$ worth of in-app-purchases and I am beginning to regret my decision.

Thank you very much for your time,
me- Endymio

 

Gameloft staff (admin on forum) say:

“Hi guys,
We are actually really trying to fix most of the bugs. 
Unfortunately, the game still has some issues that we are working on and hopefully, they will get fixed in the following updates.
We apologize for the inconvenience!”

 

OMG…They tryining to fix most of the bugs?!

Read and comment if you like….

  • Ninjabengt

    Server issues… True! But still loving the game. One wish though… Android and IOS play on same server! So i finaly can play with my irl friends.

  • Smokey_chan

    It is true that they’re having server issues… Cause everyone is loving the game they can’t stop playing! I mean c’mon, it’s a new game.. Of course it’s gonna have bugs, but as they keep fixing it little by little, this game has the potential to be the best game on a mobile device… So everyone just chill about the bugs…

    • Donnie Deutche

      It’s not that new.

  • Mandingga

    I think this game is awesome. I wish it was more advanced with more Auction house options and items that drop and to be crafted. along with a better profession selection. but for a start this is a great game!

  • Donnie Deutche

    It really is a drag though. I’ve given the game a few tries now, with weeks in between hoping it would eventually get fixed but it only seems to be getting worse. I literally can’t join a game now. I guess it’s better than wasting 10 minutes in game then dcing but it’s sad that that’s how I feel.

  • elaron

    Can’t even connect to the server now….

    • disappointedHOC

      me too. I cannot connect since the last couple of days. :(

  • Mlemort

    This guy is right, WAY too much server internal errors, guild bugs, emblem bugs… Good game, but too much bugs

  • leftyjekyll

    I still have the guild problem even after emailing support multiple times. =

  • noodles

    i couldn’t agree any less. hoc has a lot of potential and i must admit that i am enjoying the game every time i get to play it but they have been short-changing people who are buying items just to progress further to maximize game play. i spent over 300 usd just for this game to buy characters and easy-level up items. the most depressing part is buying 24-hour potions to boost your gold and your xp, and the 40-ball because i only got to finish just 6 matches in my entire game play! either the server crashes in-game or it takes too many time-out times only to be surprised with an “internal server error” message. just this morning, i was only able to play twice!

    300 usd is way too overpriced just to get you gameplay which falls less than expectation. way back my time, blizzard games such as starcraft and diablo would only cost 100 usd (here in our country) but would give it’s gamers full satisfaction of the product they purchased. i would be fine paying 500 usd for purchases as long as they get the servers fixed (this is most important as character glitches would be fixed in the future) so for us to play. but with what’s happening to the servers, i think 50 usd is just enough for this game!

    and yes, the skins are useless and expensive! what’s the point of the aesthetic feel of the game when you can’t even play it? it’s quite depressing to anticipate weekly updates only to find out that the only thing that’s changed are character skins!

  • noodles

    having said that, i am sending a request to apple to conduct a comprehensive review of prices in this game and have the gamers who have spent more than the reasonable amount compensation for the lost game times.

    it’s not fair to me and many others who have spent too much for the game only to be short-changed. i couldn’t blame their customer care for handling such a mess with only standard spiels to arm them with battering emails about the same issues about the server because the product itself is not worth the buck! kudos for their patience! but gameloft shouldn’t let them suffer anxieties for a recurring issue that never gets resolved (i should know because i work for the same line of business)!

  • noodles

    *be given compensation for the lost game time

  • Saderis

    I think the reason to the interal errors is the host. It is provably too weak and when this game gets more popular, more players play it and the host can’t hold it. You need a stronger host. I know it will cost more but it will pay off

  • DrFreemanUK

    I am writing to complain about the fact that after I have
    made a Runes purchase my Order and Chaos game is force crashing all the time. Would
    you be able to look into my account and resolve this issue, My account name is
    DrFreemanUK

    I look forward to an early replay with a
    resolution to this matter or a full refund since I am not able to benefit from
    the service I purchased

  • ChristianLars

    i use my ipad just for this game, completly awasome. But two point : first diamond are too expensive second server’s problem are so frequent.

  • Christoker

    I Fuckin Love this game, and all you people complaining about the connection, get better internet…

    • Jordan York

      Our internet connection has nothing to do with server issues…

  • Elaron

    Please remember that actions speak louder them words, so far it’s been a week since you posted this here and there hasn’t been any fixes.

  • MrSteelar

    It’s really annoying how this game screws me over. Pretty much every time I’m winning the game just disconnects which means I don’t get my xp or my coins. On top of that I keep getting deserter as well. If there was something HoC could do to give me some compensation at least if the problem is not fixed. It really does take the piss.

  • twitchking

    Well with this stupid new update I cant even get into a game, PVP nor Custom. It just keeps loading for hours. They better fix this!

  • Chantima

    The game has too meany ‘internal server errors’ when I log in for like about 10 seconds it appears and it happens quite often, it’s boring to keep logging in several times in a row. Also after the update my talents don’t seem to take effect it only works in solo mode so I can’t take advantage of my level. Please fix it soon.

  • Monty

    Having played a variety of mmorpg games I am fully aware of the lag monster and server issues. I found this game only a week ago and thought I would give it a try. For the platform it is on it has truly great potential however there are some serious issues that need to be looked at.

    The connection is the worst I have ever come across, for those that screams at others “get a better internet” I say get a better understanding. I have played games where I myself have experienced little lag while others have frozen and visa versa, just because it is not happening for you does not mean it is not happening for the thousand others complaining about it. The past two days I have spent 8-10 each day not able to get online getting the usual messages of my internet is not connected even though all my other internet needed games work fine or just sitting connecting going nowhere.

    The bugs in the game would be something I think most could live with waiting to be fixed, there are a serious amount so people would need to give consideration there.

    The pvp aspect of the game is just a mess. For many years I played serious pvp games that were in games that provided balance for those that wanted to and those that did not. Protection for lower players from higher players that feel they are uber and hard by running around one hitting players that have no chance of fighting back should be a key factor in any game of this type. I am sure most of us would agree this is just childish however sadly there are plenty out there.

    I have dealt with all of these sort of issues with all of the games I have played to varying degrees however one thing they did do was communicate with their paying customers and players.

    Some answers would be nice so that we know what is going on to fix the problems and please let me back online so I play.

  • Mlemort

    Seems I need to repost, but to nette my later comment : since new update, game with less bugs… Thx for hearing us

  • Gangrenous

    Something has to be done down there. Game is great but the flaws are ridiculous!!! Maybe spend less time trying to make us buy IAP’s and more time getting the game to an acceptable level. Took me 4 days to get get from lvl 20 to lvl 21 which is a joke!

  • maemond

    The two things that bother me the most is how expensive in real money the characters are and the bugs/glitches/freezes/drops. $15 for a single character on a mobile app?!? That’s way too much. I’d reluctantly spend $5 for a character, but not that much. Some characters cost even more than that. Maybe if the game was better, I could spend that kind of money, but as it sits, no way. Second thing is, if I lose connection to the server, then reconnect or sync back up, I don’t get XP at the end of the match. Now that’s BS.

  • r4w

    Maybe those bugs would be fixed if you didnt make the stupid trading card game!

  • nathaniel

    Someone keeps syncing in the game and then we would get a lost connection to the server because the syncer keeps doing some kind of glitch

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