I posted this over on Reddit. And I'm pretty sure nobody from Cryptic will read the thread about the Facebook post over there. (I'm pretty sure nobody from Cryptic will read the reply on Facebook itself, for that matter.) But, for what it's worth:
"You know, I think there's significant information in what is NOT present in Cryptic's communication today: an APOLOGY.
"There's little doubt that a lot of people are unhappy -- with the changes, with the lack of communication in advance about the timing of the release, about leaving content creators in the lurch, about players from the Test Server feeling ignored."It's common business practice to try and satisfy a customer. It's not always possible (and it certainly isn't for Cryptic in this event). But, as much as possible, good customer service would say something like, "I'm sorry you're having a bad experience. I'm here to help correct the situation as much as possible." They are sort of saying the second half here ("we will make corrections") without the VERY significant first half ("we're sorry").
"Oh, sure. They could carefully craft that apology to avoid responsibility. There's a big difference between "I'm sorry we made this choice in this manner" and "I'm sorry you are having a bad experience." But even the latter would be an improvement over "we're monitoring discussions" and referring to customer distress as "concerns" rather than "complaints, outrage, disappointment, frustration, etc."
"This is an opportunity for Cryptic to demonstrate courageous backbone and apologize. Things were not handled correctly; just about everyone can agree on that. Players from the Test Server voiced all of this prior to the release, yet here we are sorting through the mess on the Live Server. What Cryptic may not understand is that most sane, reasonable, mature people will actually ADMIRE them for owning up to the botched choice. Apologies tend to calm down angry voices; avoidance just makes them louder and more angry because they feel like they still aren't being heard."
Personally, an apology would go a long way to reassure me that Cryptic understands its players' experience in times like this. It would communicate that they care. It just might even give me hope going forward. I'm not expecting it, mind you, but it would be a good start...