Guild Wars 2 Released!

We released Guild Wars 2 today to retail stores. Yes, the game is live! Even before the game was available on stores, pre-purchasers bought over 1 million copies, paying the entire amount for the game before the release date today. In another milestone,  during the three-day early access  period the game reached over 400000 simultaneous players online. There’s been some nice news coverage, both in the gaming press and in the mainstream media. I’m proud and honored to be a part of this team and humbled by this amazing response from gamers and media alike. These are exciting times.

4 comments

  1. Eric Foster · August 28, 2012

    Congratulations Regina, GW2 seems to be well on it’s way! The launch (on my end) was flawless and I’m really enjoying playing.

    From a CM perspective I’m curious as to how the bug exploitation was handled internally. Were you relied upon to work with engineering for a “fix” window and generate a response? Was community involved in the punitive actions as well?

    So many questions about how that was handled internally and how deeply involved community was in resolving things.

    Again, congrats on a great job. I love the game!

    • Brinstar · August 28, 2012

      Hi, Eric. Thanks for stopping by. Thanks for the kind words. Our teams have been working hard and I appreciate that you’ve been enjoying yourself in the game.

      Our developers found and closed the exploit. Obviously, there is a whole process to this, involving different departments. Due to the fact that it was an exploit, things moved rather quickly and fluidly. Our development and production teams had a strong position on this and the Community Team had some involvement in the messaging.

      Our community team is not involved in direct customer support actions, such as meting out punishments for exploiters or dealing with player accounts. We have a Customer Support Team that handles that sort of thing. However, we work closely with Customer Support to ensure that messaging across all public channels is consistent.

  2. Eric Foster · August 28, 2012

    Thanks Regina,

    Immediately after I posted this it donned on me that I was breaking one of your rules regarding what you’ll discuss here, so sorry. =)

    I’m used to being the point person for notifying the community of an issue, and then sharing updates with the end users as they become available. On one hand it makes sense for support and engineering to handle this, but as an “A” type, I like controlling the language that goes out to the masses. Thanks for shedding some light on the infrastructure behind the product.

    BTW, we met at PAX East several years ago. I was the CM in the nostalgic sci-fi/gaming t-shirt. =)

    Cheers!

    Eric

    • Brinstar · August 28, 2012

      Not a problem, Eric. I consider your question more “talking shop” from one community management professional to another and not a request or suggestion about the game. :-)

      Our developers are heavily involved in our community, but we definitely provide guidance on all messaging that goes out. Because we’re managing such a large community, it helps to have not only a community management team, but also developers who can post about the parts of the game in which they specialize. Of course, this only works for the English language. We have a large German, French, and Spanish player base, and our community managers are really important for those communities.

      I remember you. :-)

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