Gamers Never Forgive, Rarely Forget

Posted: January 8, 2012 in Uncategorized
Tags: , , , , , , ,

Ha, so I forgot to hit “publish” on Friday. This has to be some kind of land speed record for me breaking a New Year’s resolution

*****

Gamers can be dream customers or they can be nightmares. They are dedicated, have money to spend, and well connected. When something stirs their passions they can’t possibly tell enough people. In the modern age of communications they can reach out to a lot of people. If their story catches the eye of a celebrity that is sympathetic, then woe betide you if you have pissed them off.

It doesn’t help if your marketing and PR guy is a bully and an incompetent. This is an excerpt from a much longer chain that was sent to and published on Penny Arcade. The whole thing was kicked off by a frustrated customer wondering when the item he ordered would be available. Whether or not the customer was entirely professional doesn’t matter. (I’d say that the customer, Dave, was civil if very frustrated.) Not in the face of a PR rep who would ever dream to send an email like this:

From: Ocean Marketing
To: Dave
Dec 26, 2011 2:19 PM

LOL Thanks for the Free PR I know the Editor N Chief of Kotaku , IGN , Engadget I’ll be meeting them at CES .The noise complaint was for people high up on the food chain in a corporate world of real estate you have no clue about.  Thanks for the Rice Rocket Compliment too love me some motorcycle . Send that over to Engadget you look like a complete moron swearing and sending your customer service complaints to a magazine as if they will post it or even pay attention do you think you’re the first or the last what are they going to do demand us to tell you were your shipment is or ask for a refund on your behalf … Really … Welcome to the Internet ? Son Im 38 I wwebsite as on the internet when you were a sperm in your daddys balls and before it was the internet, thanks for the welcome to message wurd up.  Grow up you look like a complete child bro. I Don’t have my controller so im gonna cry to the world … Really ?? Hey take that free time and do something more productive. All you had to do was check the like everyone else , people have inquired but you’re the douchiest of them all J

To all our pre-order customers looking for information on the status of their orders after a busy couple of months The PS3 Avengers are on their way from our Manufacturing plant overseas. We are aware that everyone is anticipating having their Avengers under their Christmas Tree and were doing our best to get these orders shipped out as fast as possible. We appreciate you as loyal customers and for supporting our company. Customers will start receiving their products this week before Christmas and After Christmas and into the New Year. As a token of our appreciation we are offering all our pre-order customers and new customers 10$ off your next order with us just enter Avenger1001 at Checkout. Thank you and Happy Holidays!

Oh and FYI When a street date gets pushed by a publisher on a video game you pre ordered do you cry to them too ?

You just got told bitch … welcome to the real internet check kotaku in 2 weeks when they are reviewing free PS3 Avengers we send them as well as G4 and all the other majors hell yeah , don’t forget to check Amazon, gamestop.com, play n trade , Myers , Frys and a ton of other local stores coming your way you think you speak for billions son your just a kid you speak for yourself no one cares what you think that’s why were growing and moving 20-50 thousand controllers a month. We do value our customers but sometimes we get children like you we just have to put you in the corner with your im stupid hat on. See you at CES , E3 , Pax East ….? Oh wait you have to ask mom and pa dukes your not an industry professional and you have no money on snap you just got told.

Paul Christoforo, the head of Ocean Marketing, got the gaming community’s attention with this one email. Dave sent this reply to Penny Arcade since Christofo invoked PAX East which is one of the three conventions hosted by Penny Arcade. Mike Krahulik, co-founder of Penny Arcade and the PAX conventions, was appalled at the bullying Christoforo was trying to drag him into and invoked the nuclear option of banning Ocean’s Marketing from all future PAX events.

What followed was a cautionary tale on the dangers of viral marketing. Gamers are passionate and well-connected consumers, eager to reach out when they feel they’ve been wronged. To say that the company that hired Ocean Marketing had a lot of image recovery to do is an understatement. They were very fortunate in that they were able to distance themselves quickly and thoroughly. They were doubly fortunate that another firm volunteered to pick up and do disaster recovery.

The video game industry is still relatively young. There’s a large element of wild wild west and passions run high. It has really yet to feel it’s professional standards. But still, there is absolutely no excuse for the above email. (And allow me to disabuse any hope that Paul is some hot-shot young gun who doesn’t know any better, he is 38 years old.) It’s a text book case of How Not To Communicate with your Customer.

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