Suddenly my topic had to shift from “isn’t this a neat tool?” to “check out what the tools are doing with this tool.” Seeing the economy effectively destroyed in a matter of hours and how Cryptic Studios dealt with this PR nightmare might be old news at this point, but it’s definitely worthy of reflection, analysis, and speculation as to how trust can be rebuilt in this fledgling title.

Let’s get cracking — we have a lot of ground to cover!

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Cryptic, now facing a total disaster that threatened to permanently unbalance the game if left unchecked, swung into action. The team locked down the auction house and astral diamond exchange while deleting detailed exploit threads and banning those who were spreading the information. The team had to do this while the entire community was in an uproar, with plenty of people upset that their real money had been compromised and wondering whether a complete game wipe was coming. The exploit itself was closed off, naturally.

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That’s what happened in a nutshell, but there’s more to the story. There always is, isn’t there?

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Who’s to blame? Exploiters had to have known that they wouldn’t be getting away with it when it became so widespread, but they did it anyway. The studio is at fault because it left a door open, it didn’t test things enough to know that it should shut said door, and it swung into action only after the game itself came into jeopardy. Leaving a door open and then just trusting players not to wander through it is foolishness at best and irresponsible at worst (especially if that’s the doorway to hell or economic devastation). Their actions broke a fundamental part of the game. I can only imagine how ticked off players might be if they spent a lot of time gaming during that time period, and that anger should be directed at the jerks who put this train wreck into motion. I’ve heard plenty of accounts that this exploit wasn’t even new but just became widespread during that weekend. The devs are in charge of creating the rules, testing the rules, and enforcing the rules. Caused a rollback that punished everyone who played during those seven hours.

Plus, it’s a chronic issue with this studio. Heck, we’re still in “open beta” and this is the second major exploit that’s become so bad that it’s made widespread news. Cryptic makes fun products but routinely fails to fully test content and systems, electing to shove stuff out the door and fix it later. The last one also ended up giving good players the shaft because of the combined genius of the studio and exploiters. Just a day after players had to cope with a rollback and seeing the game fall to pieces beneath them, the studio is making weird cat-astrophe jokes, downplaying the scope of the disaster (using the term “brief snags”), and generally being cheerful instead of sorry as hell that it let something stupid like this happen in the first place.

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Brick by brick

So the situation is past, the catastrophe was addressed, conciliatory gifts were given, and life goes on.

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Listen, let’s just dispense with the “open beta” moniker right now. The studio and publisher won’t do that, of course, so the next best thing is to make hunting these bugs down a number one priority. Either the game is launched or it hasn’t. It needs to be rolling out weekly patches showing us just how much is being done to shore up the foundation of this game before the flashy new content comes in. Cryptic needs to be listening to testers who have identified these exploits and address them proactively and not reactively.

That would be a great step to rebuilding trust. Keeping a candid line of communication open would be ideal as well.

But as we all know, trust is built brick by brick over a long period of time. Time will help us forget and gain confidence in this product, but time can only do so much if the good players continue to be penalized for what others are doing. Let’s see how it looks in a couple of months.

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