Plitch 2.0 damage control.

avatar frame
FirestormX7
34 Posts
11/4/2023
5
173

Hi Plitch Team,


This is more of an observation post. It seems like there is a steep, nearly unacceptable decline of support team response/attention to user issues especially on individual games ever since the P2.0 update.


Perhaps the company has grown but if that growth means a negligence of customer support then that's not even a smart decision business wise, let alone community wise.


A significant, nay, most important part of the Plitch experience is the highly supportive and warm customer support that Plitch used to extend to its user prior to 2.0.

It maybe such that due to this change, the team is overwhelmed with client bug fixes and such, but as a business decision, thats supposed to be planned for ahead. Currently, it seems like it was some random decision without any analysis behind it.


A number of useful features are just straight up gone from the client, the support team response has become ghastly and if it continues on this path, well then at least the Plitch community will have good memories from Plitch 1.0 because 2.0 has so far straight up destroyed a lot of the good that 1.0 built and the reason for it is not only unclear, but maybe even meaningless.


Hope Plitch improves and comes out of this phase stronger and more connected to its roots, which is the support team.


Godspeed ahead, Plitch.

11/4/2023
5
173
avatar frame
FirestormX7
34 posts

Hi Plitch Team,


This is more of an observation post. It seems like there is a steep, nearly unacceptable decline of support team response/attention to user issues especially on individual games ever since the P2.0 update.


Perhaps the company has grown but if that growth means a negligence of customer support then that's not even a smart decision business wise, let alone community wise.


A significant, nay, most important part of the Plitch experience is the highly supportive and warm customer support that Plitch used to extend to its user prior to 2.0.

It maybe such that due to this change, the team is overwhelmed with client bug fixes and such, but as a business decision, thats supposed to be planned for ahead. Currently, it seems like it was some random decision without any analysis behind it.


A number of useful features are just straight up gone from the client, the support team response has become ghastly and if it continues on this path, well then at least the Plitch community will have good memories from Plitch 1.0 because 2.0 has so far straight up destroyed a lot of the good that 1.0 built and the reason for it is not only unclear, but maybe even meaningless.


Hope Plitch improves and comes out of this phase stronger and more connected to its roots, which is the support team.


Godspeed ahead, Plitch.

avatar frame
Encrypted_God
109 Posts
#1
11/5/2023

I have to agree with you. However. I haven't experienced any issues thus far. But to voice opinion, They should've had a community 'opt-in beta' test for clients to check it out. If the said-client had issues we would've reported them. And if it became a PITA, we could've uninstalled/reinstalled back to 1.0 Almost Like Steam does. I dunno.....

0 0
#1
11/5/2023
avatar frame
Encrypted_God
109 Posts

I have to agree with you. However. I haven't experienced any issues thus far. But to voice opinion, They should've had a community 'opt-in beta' test for clients to check it out. If the said-client had issues we would've reported them. And if it became a PITA, we could've uninstalled/reinstalled back to 1.0 Almost Like Steam does. I dunno.....

0 0
avatar frame
BluTac
139 Posts
#2
11/5/2023

I fully support and agree with you both.

1 0
#2
11/5/2023
avatar frame
BluTac
139 Posts

I fully support and agree with you both.

1 0
avatar frame
FirestormX7
34 Posts
#3
11/5/2023
11/5/2023 Encrypted_God wrote

I have to agree with you. However. I haven't experienced any issues thus far. But to voice opinion, They should've had a community 'opt-in beta' test for clients to check it out. If the said-client had issues we would've reported them. And if it became a PITA, we could've uninstalled/reinstalled back to 1.0 Almost Like Steam does. I dunno.....

That would've actually been such a sensible thing to do, I can't underline that enough. We love the platform, we want it to grow, not stagnate. But sensibly.


There are a multiple QOL issues with the client 2.0, like i said, perhaps they're overwhelmed already and they're on the backlog. But if all this were planned more optimally, the transition could've been much smoother for all.


Anyway, hoping for the best! I'm already subscribed for the entire year so going to see it unfold for sure.


Thanks for sharing your inputs, guys.

0 0
#3
11/5/2023
avatar frame
FirestormX7
34 Posts
11/5/2023 Encrypted_God wrote

I have to agree with you. However. I haven't experienced any issues thus far. But to voice opinion, They should've had a community 'opt-in beta' test for clients to check it out. If the said-client had issues we would've reported them. And if it became a PITA, we could've uninstalled/reinstalled back to 1.0 Almost Like Steam does. I dunno.....

That would've actually been such a sensible thing to do, I can't underline that enough. We love the platform, we want it to grow, not stagnate. But sensibly.


There are a multiple QOL issues with the client 2.0, like i said, perhaps they're overwhelmed already and they're on the backlog. But if all this were planned more optimally, the transition could've been much smoother for all.


Anyway, hoping for the best! I'm already subscribed for the entire year so going to see it unfold for sure.


Thanks for sharing your inputs, guys.

0 0
avatar frame
pooorny
3502 Posts
#4
11/10/2023

Heya! Thanks to the three of you for your feedback. I'm sorry that it appears that our Customer and Community Service has taken a turn for the worse - I can assure you that there are actually more people working on delivering support at the moment than there were before. The issue is just the following: With the problems and bugs that are being reported in response to 2.0 right now, we have no choice but to funnel those issues to our ticket system to ensure we can deliver the best solutions to most of our users.


Issues with the client, website, trainers, etc. are already being worked on by our Tech team and we need to supply them with as much detailed information as possible to make sure we can execute fixes as quickly as possible. These fixes include internal QoL changes to make our (the Support & Community teams) lives easier so we will be able to deliver the same level of support (and even better support) soon enough!


We have looked into the possibility of an open beta for 2.0 extensively but ultimately, it was unfeasible for us to deliver 2.0 in this way. We are aware that this has put a lot of stress on our community and are sorry for that.


If any of you have any questions or more feedback to add, please feel free to speak your mind!

0 0
#4
11/10/2023
avatar frame
pooorny
3502 Posts

Heya! Thanks to the three of you for your feedback. I'm sorry that it appears that our Customer and Community Service has taken a turn for the worse - I can assure you that there are actually more people working on delivering support at the moment than there were before. The issue is just the following: With the problems and bugs that are being reported in response to 2.0 right now, we have no choice but to funnel those issues to our ticket system to ensure we can deliver the best solutions to most of our users.


Issues with the client, website, trainers, etc. are already being worked on by our Tech team and we need to supply them with as much detailed information as possible to make sure we can execute fixes as quickly as possible. These fixes include internal QoL changes to make our (the Support & Community teams) lives easier so we will be able to deliver the same level of support (and even better support) soon enough!


We have looked into the possibility of an open beta for 2.0 extensively but ultimately, it was unfeasible for us to deliver 2.0 in this way. We are aware that this has put a lot of stress on our community and are sorry for that.


If any of you have any questions or more feedback to add, please feel free to speak your mind!

0 0
You have to be signed in and registered to post a comment!
An error has occurred. This application may no longer respond until reloaded. Reload 🗙