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Bioware Has Abandoned Technical Support for Dragon Age

Thursday, August 19, 2010

At least, that’s what it seems.

Ever since the most recent patch was released (1.04) a couple of months ago, there has been literally zero communication from the company to its customers on the official Bioware forum, the place where most gamers go to report their technical problems and glitches within the game.

Before this, Bioware employees were always on the forum, asking for people to help them fix problems, to run tests etc.  But now there’s nothing, and people are still reporting a vast myriad of faults with the game, especially the console versions (PS3, Xbox 360).  It also seems like the forum is not even being moderated anymore.  So what’s going on?

Obviously one of two things:

1) Bioware decided that this process of interacting directly with the public was too time-consuming and/or aggravating, and since it appeared they would never be able to fix all the problems anyway, they have chosen to simply ignore all future problems and focus on new downloadable content and Dragon Age II (i.e. the stuff that actually makes them money); or

2) They are monitoring the forums and working on fixes, but they just aren’t replying directly to posts.

While I have no concrete proof, my inclination is leaning toward option 1, which, obviously, I think to be extremely poor customer service and typical cynical corporate bullshit.  If a company is going to just suddenly halt a service that they had been readily offering to their customers, even if it was free, they owe their customers an explanation as to why.  To just sneak off in the dark is lazy and childish.  Plus, if they had of done more due diligence in the testing phase of the game (or tested their patches better), especially with the expansion pack Awakenings — which never worked properly, apparently — they wouldn’t have had so many problems to have to deal with in the first place.

I was extremely high on Bioware due to the overall quality of Dragon Age (minus the glitches, obviously), but now I’m not so sure.  It might not be such a slam dunk that I’ll pick up DA:II next year, and I’m definitely not going to purchase anymore DLC until they release another patch.  Maybe if enough other people did the same they would feel compelled to actually take responsibility for their product again.

2 Comments leave one →
  1. Tuesday, September 7, 2010 11:04 am

    Turns out I was wrong. Just booted up Dragon Age and was greeted with Update 1.05, which means Option 2 above was in fact the correct one.

    If this solves a lot of the problems that people are having then I have to retract my earlier criticism and say kudos to them for still trying to make things right, and I have to assume their silent treatment was just so that their people don’t get bogged down in internet-blah.

    But if it still doesn’t really solve anything, then, well, we’ll be right back where we started.

    • Tuesday, September 7, 2010 6:38 pm

      Turns out I was wrong wrong. All this update does is add some trophies.


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