quase wrote:It is a matter of service to obey the customer. When you worked in the service sector, you should know best to stay calm and polite, just offer the best service you can and do what the customer asks for because every customer is important. It is their/our damn right to cry and complain because they/we paid for it! It does not hurt you personally to give the customer what he wants and the costs for the corporation are evanescent compared to the reputation lost/gained by your customer support.
I actually work in a service industry myself, and I know that "customer is always right" means "customer is always right within the boundaries of corporate policy". If we change the policy to be no returns after 30 days where before we gave customers 6 months, then the new policy says 30 days -- no amount of customer loyalty, "oh but it USED TO BE 6 months!" anything like that will change the fact that the new policy is 30 days. Similarly, if Egosoft transitions to Steam-only distribution, that's their prerogative, and it's undoubtedly fueled by SOME profit margin somewhere, where they believe they make more by integrating Steamworks and distributing in a digital format alone (or perhaps they count on new customers, as I've said several times before they got a LOT of new X fans thanks to Steam sales). And that's... the new policy. Where I work, we don't weep over the handful of customers who won't buy this or that product anymore because the price went up, we know that the higher profit from the customers who WILL purchase it makes up for the loss. If they can retain 70% of their customers (I'll be VERY generous here and say 30% of people will never again play X thanks to Steam) but their product revenue increases 150% (due to increased directly-to-Egosoft's-pocket money thanks to digital distribution), they've already made more money despite having that disappearing customer base. This is on top of new customers brought in due to Steam's little ad box with new games and/or special deals that appears when you quit a game (which, I'll admit, has actually gotten me to look into some titles).
Their only reputation being lost is among the few adamant "I'm literally never going to install Steam ever" people, of which there really are very few -- you even admitted yourself, Quase, that you will use Steam in a limited role. Even if you only ever buy and play one game through Steam, you've already violated the ideal you claim to hold. For the most part, people are Steam-neutral (accepting that it's part of the installation now, and just shrugging their shoulders) or even favorable of a Steam distribution (myself included, thanks to the beauty of integrated patching so I don't have to keep checking for new updates to fix issues, finding out there's a patch that's been out for months that I didn't even know about, etc.)
What Deep Silver is doing by going Steam-only is cutting off the business relationship with customers that will not use Steam. Am I entitled to demand a Steam-free copy of the game. Sure as hell because I (would) pay for it.
And as I said, you already admitted to situational Steam use. Even if you end up not doing it for Rebirth, there's plenty of people who will say "okay, just this one title". You are very much entitled to demand a Steam-free copy, that's the wonders of a free economy, but by no means is Egosoft/Deepsilver obligated to provide. I think the sense of entitlement by all the Steam-hating "loyal customers" is skewing their perceptions a bit, you think that Egosoft will bend over backwards to accede to your demands when, clearly, SOMETHING motivated them to choose this mode of distribution, and I don't think customer support was it. I'm sorry that you will no longer play X games because of this decision, but hey, my grandfather was a movie buff but refused to get a DVD player until 2008 or something like that, and thought companies should keep making VHS tapes (I'm dead serious with this anecdote). He didn't see why he should bother with DVDs, VHS tapes have always worked before, clearly it was just a money grab, etc. etc. When in reality, we know DVDs are cheaper to manufacture and distribute, for most people offer a better quality of product by comparison, and so on.
See the similarity? It may be an issue for you to get Steam because CD-only distributions never did you wrong in the past, and you are trying to make it seem like Egosoft is CLEARLY doing this to victimize customers (well, David Howland is a bit more vocal in this opinion, he seems to think Egosoft hates its customers now), but there are likely more factors involved than customer satisfaction. As mentioned previously, Steamworks allows Egosoft to patch without maintaining their own servers or using additional third parties like filefront, etc.; there's the question of how much money they make on the turnaround from the customers that DO buy digitally (remember, if they sell digital copies for the same price as hard copies at first as happens with most releases nowadays, and loyal customers who don't mind Steam buy then, they make MASSIVE profitssss); and there's the speculative allure of new customers thanks to a Steam-integrated system (believe it or not, some people are actually the opposite of you, and will ONLY buy Steamworks or otherwise digital copies, see the posts earlier ITT where someone mentioned ONLY being able to buy certain games because of Steam).
NUKLEAR-SLUG wrote:Now you might think that's an unreasonable viewpoint to be taking, but there's been a few games I've played on console that I'd quite like to play on PC. Unfortunately they're console exclusives so unless the developer suddenly finds an urge to port over to PC I have my consumer right to either buy a console or go without. I could of course contact the developer and ask that they consider a PC port, but I most certainly am not entitled to expect one.
Aye, this is my point. There are many titles I want on PC (e.g. DEMON'S SOULS GRAhGHGHGH), but that simply won't happen. Petitions were made, and From turned around and said "thanks for the hundreds of thousands of requests, but we're never releasing on PC sorry". Am I going to go sit on From's forums and keep posting demands that they make a PC version, that I enjoyed Armored Core 4 when I still had a 360 and now, as a loyal From customer, I demand and DESERVE a PC copy? Well, I could, but it's not going to change their policy. It's a similar case here, the "Anti-Steamers" (okay, seriously, that "Steamer" thing is really derogatory and annoying, but I'll use it to simplify my statement) played a different game (X3 TC, earlier X titles) from Egosoft on a different platform (hardware-based PC distribution), now you want them to take their new game (Rebirth) and put it on that same platform when they've explicitly said they're going with another (software-based PC distribution), you think that because you played every other title from Egosoft that they MUST acquiesce, every customer counts, but... not really.