I originally started this explanation when I was short on time, and I felt that it needed more. I had originally assumed that the SWG debacle was fairly common knowledge among the gaming community as most people I talk to have at least heard of what happened. However, with the questions by lyra_song and others, I think a more detailed explanation is in order, considering how many parallels can be drawn between what happened there and what is happening here.
So for starters, my first post on the topic:
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Originally Posted by blackbird71
I'm in a little bit of a hurry, but I'll try to sum up. Basically, there was something like 32 different professions, some basic, some advanced, and players could train multiple professions, picking and choosing skills so they could make an entirely customized character. Some players were pure melee combat, or pure ranged, some were "support" characters, entertainers, crafters, etc. Most were their own unique combination, playing exactly how they wanted to play. Me? I was a pistoleer/pilot who did a bit of dancing and politics on the side, it's what I enjoyed doing. Then, SOE released the "New Game Enhancements," or NGE. This effectively changed the entire game, restricting players to one of nine linear professions, no cross training. That and the fact that the combat system became a twitch-based mess more suited for a console game, and players started cancelling accounts and jumping ship in droves.
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This is the main gist of what happened, at least so far as restricting the players. However, there is much, much more that went wrong.
For starters, when SWG went online, it was a pretty good game. It had some issues with travel, etc., but a lot of these were worked out early on with a couple of updates. The main problem was the proliferation of bugs. They weren't so bad as to make the game unplayable, but the bugs in the game often made it annoying, and the greatest complaint from the players was that bugs needed to be fixed.
Something on the order of a year and a half or so after launch (not entirely certain on time frame as I wasn't there from day one, so don't quote me on that one), the devs decided that PvP in the game was not "balanced." Sure, there were some players who had said this, but it was a small group, especially considering that PvP really wasn't a huge part of the game. There was supposed to be a "Galactic Civil War," but there was never really much to do for it, no real epic battles or anything, so PvP mostly ended up being one-on one duels between players. Anyway, SOE decided to release the "Combat Upgrade," or CE, which was changed a lot of the unseen mechanics of combat, as well as changing(nerfing, rather) many of the skills in the game for the sake of "balance." Guess what? After all that, no one had any illusion that combat was now "balanced," or in any way improved. On top of that, the bugs remained. SOE's PR reps made a great show of listening to the players, who had many suggestions for improvements to the game, but above all had been "FIX THE BUGS!" This whole time, the PR reps continued to keep subscriptions active and sell new expansions by promising "we're working on it and the problems will be fixed." Yet the CE came and went, many glaring bugs, no community input was used on the balance(or anything else for that matter), and many players began to read the writing on the wall. The months following the CE saw the first major drop in players, but on the whole, there was still a viable, active community with enthusiasm for the game and hope that SOE would still fulfill their promises.
About six months later, sometime around November 1st 2004, SOE announced the NGE. It was a massive overhaul that virtually changed every aspect of the game. It stripped every aspect of individuality and customization that the players had invested in their characters, and forced everyone into cookie-cutter molds. And it was set to release on the 15th, a mere two weeks away. Their was an uproar over a change this big on such short notice. Players were outraged when they discovered that the NGE had been in the works for well over a year, long before they had even begun pitching the idea of the CE to the players. SOE had been lying through their teeth about what changes were coming, and what new features were in store for the game, as they never had any intention of actually implementing them. SOE claimed that they had conducted extensive research and focus groups with players to determine that the NGE was what they wanted in the game. However, none of these so-called player focus groups could be found for comment, and nothing in the NGE was anything like what had been suggested by players in any of the official forums. Players felt they had been fed a bait and switch, they bought one product and were given another. Many felt that they had been paying to play a beta test for two years or more. SOE claimed that they made the changes to broaden their playerbase and bring in new customers. Too bad they didn't seem to care about keeping the ones they already had. Personally, I was upset, but trying to be optimistic I stayed for a few months after the NGE to try it out. It stank. And you know what? It still wasn't "balanced."
Meanwhile, throughout the existence of the game, there were the jedi. Jedi was the alpha class, the best in the game, both in terms of prestige and capability. In order to create a jedi character, it had to be "unlocked" through an intense and lengthy grinding process. There were actually two methods over the course of the game, both difficult and time consuming. A dedicated, hardcore player might unlock a jedi in a few months time. A casual player could do it, but you had to be dedicated enough that you spent nearly every moment you had in game doing something to work towards it. I decided to do this, and I spent the better part of a year working to become a jedi. Then, when it was within a couple months' reach, the NGE. The grind to become a jedi was removed. Instead, jedi were now one of the nine playable professions, anyone could start out as a jedi. And guess what? It quickly became apparent that the jedi stank like last weeks roadkill. They had become the only truly melee based combat profession, and they were horrible at it, easily being picked off at range. So much for balance, and so much for working towards rewards.
Now you may ask, what does all this have to do with Guild Wars? Other than half the title, the games are nothing alike, are they? Well, true to an extent, but this lesson is more about how the dev team handled the game than any specific game mechanics. Here's a few lessons I that think would be in Anet's best interest to learn from.
1.
Be honest with your players. Don't use your PR reps to try to pacify the masses by telling them what you think they want to hear. Don't give only a partial story. Don't lead them in one direction while steering the game in another. If you're having problems, let them know, players will generally be forgiving if they feel you are being forthright with them. If they think that you're hiding something though, they'll be all over you.
2.
Listen to your players. They've had a lot of experience playing your game and others, and they often have a lot of good ideas. Not all may be reasonable or even possible. If an idea just can't be done, tell them, but don't let them feel that you're not listening at all. Also, if you have a choice between one of your ideas and players' ideas, go with the players, they are after all the ones you want to keep buying your products.
3.
Don't sacrifice the fun of the game for "balance." Balance is a bit of a myth, the game will always be in flux, and every player seems to have a different idea of what makes the game "balanced," so how are you possibly going to satisfy everyone with it? Yes there has to be some level of balance, but it can't be the ultimate goal of anything and everything. If a game isn't perfectly balanced, but the players still enjoy it, why bother tweaking it and risking a backlash? Beware thoughts like "this is great, but it could be better if we just add one little thing..." As they say, "if it ain't broke," and so on. If a game isn't perfect at the start, fine, it's still the game people buy and get used to. Small changes and minor adjustments may be in order, but once a game gets momentum going, major changes are going to put you at odds with a lot of the players. If new content unbalances old content, change the new rather than the old, you'll upset a lot fewer people.
4.
Be careful with "end game" rewards. If you have some sort of difficult to obtain, end all, be all, ultimate item, or even lesser rewards, make sure to protect them above all else. What I mean is, you can't have something that takes players a significant investment of time and effort to obtain, and then remove it from the game, make it less than it was, or make it more difficult to get. Many players work a long time to get these items, and those who have them don't want them cheapened. Those who are striving to get them don't take kindly to having their goal snatched away, whether it's removed completely or just moved further beyond their grasp. Once things like this are in a game, they're best left alone and kept as is. When players put that much of themselves into reaching for something, they get very offended when something about it changes.
Over the past several months, with changes to skills, game mechanics, and now the loot system and economy, I've noticed a disturbing trend of disregard for these lessons. No, Anet has not made changes as drastic as SOE did, but they are gradually moving in a direction that many players are unahppy with. Skill changes in the name of balance upset the PvE base. The SR nerf was one of the biggest issues here, and even when Anet admits that their fix isn't the right one, they still leave it in place and try to come up with a way to tweak the fix rather than trying the players' solutions. And now, with the loot changes, it seems that Anet is intent to tell it's players one thing while doing another, either intentionally or through incompetence. Also, making it harder for casual players to achieve their long-term goals by this potential upset of the economy is a surefire way to bring the house down on their heads.
A lot of us have argued over the details of the effects of the recent changes, but even many of those who have opposed my opinions have agreed that the casual players are hit the worst by this update, the same players we are told it was supposed to help. And whether or not it really does cause all this harm, the fact is that there is a large perception that it is a bad idea, and Anet is doing little to allay anyone's fears. Even if it turns out that we are all wrong, the damage is done, players have already begun leaving the game. Now, Guild Wars is nowhere near being past saving, but if it is to be saved, Anet needs to turn things around soon. They need to start truly listening to the players, they need to be open with us about their intentions, and they need to seriously think things through before making these kinds of changes. They need to decide first whether or not the changes will actually do any good, and secondly if the good is worth upsetting however many players may be affected by it. If Anet fails in this, they'll have a lot of angry customers. The way the game is set up, they won't lose any subscriptions over it, but they've already announced at least two more Guild Wars products, and it's not going to be good if they destroy relations with their best group of potential buyers: the current players.
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Originally Posted by Mordakai
All in all, it pissed off everyone currently playing the game, while not attracting anyone new.
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Exactly, and as far as I can tell, Anet has put themselves on the path of doing just that.