MMO Fallout

[Update 6/29/10] With the overwhelming response this article has received, both here and on other websites, I’ve posted a followup below the original article.

Mortal Online is part of a major turning point in the massively multiplayer online industry, but in a way that has little to do with the content of the game itself. I’m not talking about the engines that MMOs run on, or the way that players interact in the growing worlds, or even the size and scope of the world itself. I speak of the way these titles are run, and the communities who pay for them, the promises that are kept, and the breaking point of patience and willpower. Continue to read and you will understand why the era of false promises, infinite delays, and broken dreams is over, but more importantly, why some MMOs will die because of it (not necessarily Mortal Online).

Up to a year ago or so, the typical mantra for buying a game was if you bought a console game and you didn’t like it or it was broken, you could always sell it used for a small payback on the cost of the game. For PC games, up until around 2004, it was possible to just transfer your cd and the key to another person, like a used game sale, but without the option for turning to Electronics Boutique or a real store to sell it for you. With MMOs, on the other hand, there has never been a legitimate way to sell. You have to transfer your account with the game, which risks the account getting banned if the company detects it, leaving you with no money, and no game.

This should not be taken as a generalization when I say that a lot of MMO developers quickly latched on to this idea, and several of those used it to put a choke hold on the player. In recent years, the focus has shifted to giving an MMO enormous amounts of hype prior to release, to pump up the pre-order sales before the closed beta is even done with, the NDA lifted, and the game can be talked about. A few developers walk the same borderline of fraud that you see in commercials, where what they say isn’t technically fraud, but it’s certainly misleading. As an example, many of you have likely mocked the commercials where the advertiser states “prices starting at under twenty five dollars!” only to find that the price starts at $24.99 for a barely working piece of trash and immediately jumps to $100 for the next step up.

Before an MMO launches we are subjected to countless claims of features that are delayed for months on end, if not years, if not scrapped entirely at some point in a secret manner. But these same features are used to advertise and gin up pre-orders, and then the executives sit back and wonder why virtually every subscription MMO in existence has such a low retention rate following its first month. The player is out fifty bucks, and might even convince himself when the developer claims that the feature he wanted that was missing at launch is coming “soon” (read: following two years of delays before it is eventually cut), that he should continue his subscription for a few months just to see how the game turns out.

I am picking on Mortal Online specifically in this article because this is the MMO that really popularized the new fight against the idea that once players pre-ordered, they were at the mercy of the developer no matter how many times/years the game was delayed despite accepting orders, and how many features ended up not being in the game, or being broken, at launch. Players issued charge-backs in large numbers on Mortal Online, so much so that many third party forums relating to MMOs/Mortal Online were regularly filled with information, accounts and advocacy for players to perform said charge-backs.

The moral lesson with Mortal Online is that developers can no longer promise features, and then use initial box sales as a fund to develop those features for actual release some months down the line. After several years, patience and tolerance for this has reached its breaking point, and players are sending a message that these acts that have become so commonplace in the MMO market, are no longer going to work. The legitimate use of a charge back is gaining momentum, and I have no doubt that at this rate it will be powerful enough to utterly destroy an MMO before it even makes it out the door.

As much as I am against resorting to a charge-back, the old “shit happens” excuses just don’t cut it anymore in defending companies that launch unfinished or wholly broken MMOs. In any other video game genre, the kind of stuff developers pull would never be tolerated, and the momentum is moving in such a way that it will no longer be tolerated in MMOs either, especially when companies make the same mistakes over several titles.

Always buy an MMO with a credit card, and never preorder an MMO on Steam (in the event where you issue a charge back, you entire Steam account will be completely disabled). Remember: A charge back is not to be used as an excuse to bum-rush your way into a game without doing any research on it, and is not for buyer’s remorse. It is strictly for cases where what you are promised is not what is delivered. In the case where it is found that you issued an illegal charge back, you can be sued for wire-fraud or theft of merchandise, among other charges, depending on where you live.

[6/29/10]

I wanted to address a few comments I’ve been seeing on various websites in regards to this article, mainly that I was not informative enough with the original article. I was afraid, and apparently rightly so, after I published this that it would gather some notice from the Mortal Online community, on both sides, and it has.

My intention with this article wasn’t to bash any game in particular, but to focus on the broad-spectrum themes that lead up to Mortal Online becoming the scapegoat for a new trend. It has become all too common for developers to start talking far too specifically about a title long before those features are even finalized, or approved in some cases. Interviews about the content of the game now merely run down to throwing out whatever is in the concept stage to get the most ooh’s and aah’s. Although there’s been a few criticisms of my “poor research” in not providing examples for a few arguments, this was by design, as the instant I pointed out a single MMO, or even a selection of MMOs, I would be immediately slammed for “having a grudge” against said game/company. Rather, my goal was to indulge the reader and allow them to fill in the blanks with their own experiences.

One thing I do hold Mortal Online guilty towards, and this stands for a number of other MMOs, is the “here’s a list of features, but not all of them will be in after launch.” Before Warhammer Online launched, Mythic removed most of the capital cities, preferring to have two decent cities at launch rather than all of them in a poor state. The cities, along with the removed classes, would be launched at a later time once the game shipped. Mythic has caught up on classes, but there hasn’t been much as to when, if ever, the capital cities will see release. Given the number of MMOs that have used the undisclosed-future-release plan where the content was silently cut or radically changed, I think it’s safe to say that Star Vault’s lack of specificity was to their detriment.

I have always advertised MMO Fallout as having a focus on the MMO industry as a whole, with insights into the companies, trends, and such, but I often feel that I assume and demand too much out of my readers, by which I mean that I occasionally get ahead of myself and assume that the rest of you have been following my blog since the start (which is why I always try to begin with summaries of what is going on).

The key to this article is that the player will always vote with their wallets in the end, on the issues that really matter, and in this case that issue is the tolerance of players with regards to developers making vague promises with the hopes that the player will continue to stick on until whatever feature it is is released, assuming it is at all.

I stuck Mortal Online in because it is indeed the poster child of the reaction, but not necessarily all factors of the cause considering how newly released it is. Although MMO Fallout didn’t exist at the time, I was closely following the months leading up to the launch of Warhammer Online and Age of Conan. In both of those cases, the populations of the game plummeted following release, especially given that both of these titles broke a record on pre-orders. Although players were disappointed at their purchase, they simply wrote it up as a $50 loss and moved on.

Mortal Online got the short end of the stick because of pre-release fear rather than hype, especially when one staff member talked about their troubles with funding, that caused some players to issue charge backs out of fear that Star Vault was bound to go bankrupt before the game ever launched. Other players saw what they believed to be an irresponsible length of delays, and yes, a great number just rode on the bandwagon with the mantra that “I’ll preorder it, and if I don’t like it I can always do a charge back and troll the forums about how I got my cash back.”

Ultimately I believe Mortal Online became the poster child for this because Star Vault is a tiny company that has seen a lot of stumbles, and people decided that even if they were in the wrong, there was little to no chance of retaliation from a company with pockets so thin that they were selling pre-orders in order to fund the beta.

Here at MMO Fallout I stand up to core principles that I never give a disincentive to trying out a title. The closest you will find to reviews here are the month-in-review articles I do where I give short, one or two sentence thoughts about the MMOs that I am playing at the time. I could increase my hits by a mile by converting MMO Fallout into a website where I plaster ads, talk about why x company wants to rip you off, review MMOs based off of twenty minutes of gameplay, call John Smedley the devil, make funny photoshops of Bill Roper, and generally jump on the troll bandwagon, but I would rather give players the avenue to form their own opinions.

I crack wise-ass jokes about companies and their games, but at the end of the day you will always find me encouraging people to try out the game, no matter what the content of the article, and regularly blast trolls. I recommend people try the game out for themselves, rather than make their decision based off of a review, or something someone wrote on a forum, which is why I regularly post sales, trial information, and more avenues on how to get into MMOs for the lowest price possible. I suggest you read the following, along with the rest of MMO Fallout:

• No You Are Not Entitled A Refund
• Take Notice: Aika Cracks Down On Harassment
• A Downward Spiral Does Not Mean Death
• Rules: Why Do They Need To Be Repeated?

I’m not a man without morals, so I apologize to the Mortal Online community that the original article ended up coming across as a misdirected, poorly sourced flame pit. I rarely follow up articles like this, and hopefully this long-winded response will tie up some loose ends.