CCP Does The Right Thing, Sets New Record
Bill at DubiousQuality noted a few days ago that CCP, developer of EVE Online, responded very well to a terrible mistake that was made with the Trinity upgrade for their MMO. You know, the one that destroyed XP’s ability to boot? Not only was the response really good, but their user community has already set a new concurrent user record since then, the second if not third this month.
Not only did they pull all of the developers back in in the middle of the night when the problem erupted to get a fix in place, they set up phone support and contracted with third party IT support, including the Geek Squad, as necessary to get their customers computers back up and running. Here’s what CCP wrote:
…quickly establishing phone support and even making arrangements for external support technicians, such as Geek Squad, to assist our customers when necessary. In all, we’ve been contacted by fewer than 215 users (170 by petition, 45 by phone) who were adversely affected by the boot.ini issue and we will remain diligent in our efforts to see that each case is resolved satisfactorily
The Sunday after the release of Trinity a new peak concurrent user record was set: 41,690 which is up from 38,242. Last time I checked their record of 37,729 occurred on December 3rd. It looks like the momentum is still building for these guys, even with the big boot.ini misstep.
Sources: Dubious Quality and EVE Online.
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