Post by Barracuda Bay on Mar 22, 2012 22:21:49 GMT -5
Attention MT2 Game Forum Community
A special announcement was sent to me by Booyah's Community & Marketing Manager, Katelyn Olmstead, who has recently joined our community. The message discusses the reason for the delay of St. Patrick's Day content, the point of the recent game update, what Booyah is doing about town loss, future plans for the game including new levels, the current overwhelming of customer support, the dangers of playing with the same ID on multiple devices, and the intention of Booyah to move the upgrade button on businesses.
Below please find the entire text of the letter.
Please read this and feel free to comment.
--------------------
Hello! I am Katelyn Olmstead and I am the Community & Marketing Manager for Booyah. I originally emailed this to Sol, but I am not sure if he is still active here, so I wanted to also reach out to other Admins. I was hoping that you would be able to pass on some crucial information to the board regarding some things going on with My Town 2 currently (feel free to just share this entire wall of text with them). As you know there was a major update released. This update had two major parts to it.
1. The first is that it was supposed to help resolve the massive town loss that has been occurring the last three weeks. After many headaches our team was finally able to figure out what was causing this and was able to put a fix in to prevent this from happening. This update includes that fix.
2. The second part to this major update was the new Spin to Win feature, which has now replaced the Daily Lottery. Players will receive 3 free spins per day, and after that each spin is 6 Bucks.
There are also some other points I was hoping you could pass on.
1. We delayed the St. Patrick's Day content because of the many issues with the game regarding crashing and the lost towns. We did not want to do a release which would potentially cause more people to lose their towns. Until the new update went live with the fixes included, releasing new content was simply way too risky.
2. I have let the developers/designers know repeatedly how important new levels (and new expansions) are, especially now that the Spin to Win feature gives XP sometimes. The good news is that they are finally listening to me and they plan to add at least levels in an upcoming major update. I am not 100% sure of the exact timing for this, as it hasn't been determined yet, but as we get closer, there will be announcements on Facebook and Twitter about it.
3. Customer Support right now is very overwhelmed. As you may have figured out there is currently only one person answering ALL of the tickets. While I can not give you the exact number of tickets we have been receiving on a daily basis, I can tell you that it is A LOT, and that it is impossible for one person to handle all of these. Because of this we have been experiencing a delay in responses. I am hoping we get caught up soon, however there may be some continued delay until this happens. We try to make sure every ticket gets a response, but obviously some fall through the cracks. The good news is that we are working on getting more help for Customer Support, so hopefully this will mean faster response times in the future!
4. For people who are playing the same User ID on multiple devices using iCloud or other methods, this is a BIG no-no for My Town 2. Many of the players who lost their towns were playing on multiple devices. iCloud and My Town 2 are currently NOT compatible, so if they are playing on multiple devices, they need to immediately delete their towns from one of their devices. If they continue to play on multiple devices, they are putting their game and progress at great risk.
5. Following up to number 4, if a user ever played on multiple devices or used iCloud, then when they install the new update, they will likely experience and issue logging in. Whatever you do DO NOT DELETE YOUR APPLICATION. Deleting your application and downloading it again will cause you to lose your town. It will actually give you an entirely new ID and new town, and you will not be able to recover your old town to that device. Instead, if you experience this issue, please stop trying to load and wait a couple days. I know it is frustrating, but we have a fix in for this and are just waiting for Apple to approve the update so that we may release to everyone. Until then, just hang tight. But again, whatever you do DO NOT DELETE THE APPLICATION FROM YOUR DEVICE.
6. I have been hounding the designers to fix the location of the "Upgrade" button on devices, as many players accidentally hit this button instead of starting a new job. I am continually being pushed back on it, but I may be making some headway on it. At the very least we are going to try and improve the spacing so that it is less likely to accidentally be hit. In the meantime, if a user accidentally taps it, just send an email to mt2support@booyah.com and include the # of Bucks lost and their 8 digit User ID and I will offer a one time reimbursement.
Well, I think that is all. I really hope you pass this along to the community/board. I know it has been a very frustrating 3-4 weeks for many of the players. Hopefully things have started to improve and I am hoping to have some fun stuff coming up soon on the Facebook or Twitter.
If you would like to run a contest/event in your community, I would love to sponsor that. We could provide the winner(s) with Bucks/Coins and Items. Perhaps somewhere around 500 Bucks, A Casino and a Mt. Fuji for the winner? All I would need is for you to provide me with a link to the contest, and include the official winner's name and User ID.
Thank you.
Katelyn Olmstead
Community & Marketing Manager
A special announcement was sent to me by Booyah's Community & Marketing Manager, Katelyn Olmstead, who has recently joined our community. The message discusses the reason for the delay of St. Patrick's Day content, the point of the recent game update, what Booyah is doing about town loss, future plans for the game including new levels, the current overwhelming of customer support, the dangers of playing with the same ID on multiple devices, and the intention of Booyah to move the upgrade button on businesses.
Below please find the entire text of the letter.
Please read this and feel free to comment.
--------------------
Hello! I am Katelyn Olmstead and I am the Community & Marketing Manager for Booyah. I originally emailed this to Sol, but I am not sure if he is still active here, so I wanted to also reach out to other Admins. I was hoping that you would be able to pass on some crucial information to the board regarding some things going on with My Town 2 currently (feel free to just share this entire wall of text with them). As you know there was a major update released. This update had two major parts to it.
1. The first is that it was supposed to help resolve the massive town loss that has been occurring the last three weeks. After many headaches our team was finally able to figure out what was causing this and was able to put a fix in to prevent this from happening. This update includes that fix.
2. The second part to this major update was the new Spin to Win feature, which has now replaced the Daily Lottery. Players will receive 3 free spins per day, and after that each spin is 6 Bucks.
There are also some other points I was hoping you could pass on.
1. We delayed the St. Patrick's Day content because of the many issues with the game regarding crashing and the lost towns. We did not want to do a release which would potentially cause more people to lose their towns. Until the new update went live with the fixes included, releasing new content was simply way too risky.
2. I have let the developers/designers know repeatedly how important new levels (and new expansions) are, especially now that the Spin to Win feature gives XP sometimes. The good news is that they are finally listening to me and they plan to add at least levels in an upcoming major update. I am not 100% sure of the exact timing for this, as it hasn't been determined yet, but as we get closer, there will be announcements on Facebook and Twitter about it.
3. Customer Support right now is very overwhelmed. As you may have figured out there is currently only one person answering ALL of the tickets. While I can not give you the exact number of tickets we have been receiving on a daily basis, I can tell you that it is A LOT, and that it is impossible for one person to handle all of these. Because of this we have been experiencing a delay in responses. I am hoping we get caught up soon, however there may be some continued delay until this happens. We try to make sure every ticket gets a response, but obviously some fall through the cracks. The good news is that we are working on getting more help for Customer Support, so hopefully this will mean faster response times in the future!
4. For people who are playing the same User ID on multiple devices using iCloud or other methods, this is a BIG no-no for My Town 2. Many of the players who lost their towns were playing on multiple devices. iCloud and My Town 2 are currently NOT compatible, so if they are playing on multiple devices, they need to immediately delete their towns from one of their devices. If they continue to play on multiple devices, they are putting their game and progress at great risk.
5. Following up to number 4, if a user ever played on multiple devices or used iCloud, then when they install the new update, they will likely experience and issue logging in. Whatever you do DO NOT DELETE YOUR APPLICATION. Deleting your application and downloading it again will cause you to lose your town. It will actually give you an entirely new ID and new town, and you will not be able to recover your old town to that device. Instead, if you experience this issue, please stop trying to load and wait a couple days. I know it is frustrating, but we have a fix in for this and are just waiting for Apple to approve the update so that we may release to everyone. Until then, just hang tight. But again, whatever you do DO NOT DELETE THE APPLICATION FROM YOUR DEVICE.
6. I have been hounding the designers to fix the location of the "Upgrade" button on devices, as many players accidentally hit this button instead of starting a new job. I am continually being pushed back on it, but I may be making some headway on it. At the very least we are going to try and improve the spacing so that it is less likely to accidentally be hit. In the meantime, if a user accidentally taps it, just send an email to mt2support@booyah.com and include the # of Bucks lost and their 8 digit User ID and I will offer a one time reimbursement.
Well, I think that is all. I really hope you pass this along to the community/board. I know it has been a very frustrating 3-4 weeks for many of the players. Hopefully things have started to improve and I am hoping to have some fun stuff coming up soon on the Facebook or Twitter.
If you would like to run a contest/event in your community, I would love to sponsor that. We could provide the winner(s) with Bucks/Coins and Items. Perhaps somewhere around 500 Bucks, A Casino and a Mt. Fuji for the winner? All I would need is for you to provide me with a link to the contest, and include the official winner's name and User ID.
Thank you.
Katelyn Olmstead
Community & Marketing Manager
