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[Russalka]

But it's the truth.

[WazzuMan]

I loved DA2. Considerably more than DA:O actually. Probably because it was more suited to me than its predecessor. There were many improvements to gameplay yet it was still the same universe with the same characters and names and all that. The only downer that got me is that you're not actually doing as much or seeing as much as with Origins. Variety is very important if you ask me.

[wyvvern]

aftohsix wrote...

Pathetic. Many of you bash Stanley for being "cheeky." What term would you use to describe the general tone of many of your posts in any number of the 8,000 "I hat diz game" threads?

I suppose "cheeky" is the most polite term I can think of... Though it's not what I'd use to describe you.

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply with a flippant, and horribly dismissive* comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

Reading all these (frankly) arrogant posts and interviews by Bio employees about how people who didn't like the game have confirmation bias, or should be playing it on hard, or didn't want to like the game in the first place, or are resistant to change, etc, I can't help but wonder if any of them ever worked in the CS field at all. Or if they care if their future products sales might suffer as a result of their comments.

(* Never trivialize your customer's complaints, even when they're trivial.)

tl;dr: The customer is always right, and when they're not you never tell them that.

Modifié par wyvvern, 28 avril 2011 - 02:53 .

[aftohsix]

wyvvern wrote...

aftohsix wrote...

Pathetic. Many of you bash Stanley for being "cheeky." What term would you use to describe the general tone of many of your posts in any number of the 8,000 "I hat diz game" threads?

I suppose "cheeky" is the most polite term I can think of... Though it's not what I'd use to describe you.

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply a flippant, and horribly dismissive comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

tl;dr: The customer is always right, and when they're not you never tell them that.

And you're under the incorrect impression that buying a video game is somehow the same as being a waiter, working the front desk at a hotel or the help desk for a computer center.

Often times if you hold expectations about something you're going to find a way to validate those expecations later.

Example:  Dragon Age 2 is going to suck.  *buys Dragon Age 2*  Dragon Age 2 is the worst ever.

[JabbaDaHutt30]

wyvvern wrote...

aftohsix wrote...

Pathetic. Many of you bash Stanley for being "cheeky." What term would you use to describe the general tone of many of your posts in any number of the 8,000 "I hat diz game" threads?

I suppose "cheeky" is the most polite term I can think of... Though it's not what I'd use to describe you.

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply with a flippant, and horribly dismissive* comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

(* Never trivialize your customer's complaints, even when they're trivial.)

tl;dr: The customer is always right, and when they're not you never tell them that.

I don't think some people here realize -- maybe even the developers  themselves who post here don't -- that it's a bit different to post from under a layer of anonymity where we only speak for ourselves, and having your name and company logo displayed right beside your post.

Not strictly related to Woo's post, of course.

[Merced652]

aftohsix wrote...

wyvvern wrote...

aftohsix wrote...

Pathetic. Many of you bash Stanley for being "cheeky." What term would you use to describe the general tone of many of your posts in any number of the 8,000 "I hat diz game" threads?

I suppose "cheeky" is the most polite term I can think of... Though it's not what I'd use to describe you.

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply a flippant, and horribly dismissive comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

tl;dr: The customer is always right, and when they're not you never tell them that.

And you're under the incorrect impression that buying a video game is somehow the same as being a waiter, working the front desk at a hotel or the help desk for a computer center.

Often times if you hold expectations about something you're going to find a way to validate those expecations later.

Example:  Dragon Age 2 is going to suck.  *buys Dragon Age 2*  Dragon Age 2 is the worst ever.

So no one is ever surprised, and certainly never pleasantly so. Good theory, champ. 

[JabbaDaHutt30]

aftohsix wrote...

wyvvern wrote...

aftohsix wrote...

Pathetic. Many of you bash Stanley for being "cheeky." What term would you use to describe the general tone of many of your posts in any number of the 8,000 "I hat diz game" threads?

I suppose "cheeky" is the most polite term I can think of... Though it's not what I'd use to describe you.

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply a flippant, and horribly dismissive comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

tl;dr: The customer is always right, and when they're not you never tell them that.

And you're under the incorrect impression that buying a video game is somehow the same as being a waiter, working the front desk at a hotel or the help desk for a computer center.

Often times if you hold expectations about something you're going to find a way to validate those expecations later.

Example:  Dragon Age 2 is going to suck.  *buys Dragon Age 2*  Dragon Age 2 is the worst ever.

Stop reading from Gaider's customer relations textbook. He ( the quoted poster ) didn't say that.

Modifié par JabbaDaHutt30, 28 avril 2011 - 02:55 .

[wyvvern]

aftohsix wrote...
And you're under the incorrect impression that buying a video game is somehow the same as being a waiter, working the front desk at a hotel or the help desk for a computer center.

Business principles apply whether you're a waiter or a CEO. *shrugs* When the employees of a company are consistantly dismissive and rude to their customers, it will hurt future sales. This is Econ. 101. Not rocket science.

Modifié par wyvvern, 28 avril 2011 - 02:55 .

[Cutlass Jack]

wyvvern wrote...

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply with a flippant, and horribly dismissive* comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

(* Never trivialize your customer's complaints, even when they're trivial.)

tl;dr: The customer is always right, and when they're not you never tell them that.

Here's the part you're missing out on: More than 40% of Bioware employees are not Customer Service representatives. They come here to chat with us because they wish to do so, not because they're forced to.

Personally I'd prefer they're willing to come here and speak their mind candidly. Sure I don't like everything they say but that's fine as long as they are being straightforward about it.

If you don't like that, just avoid clicking on those little 'bioware' symbols and stick to the Announcement forums where the Customer Service people post.

Because the alternative will not be all Bioware employees suddenly posting like Customer Service representatives. It will instead be all Bioware employees being prohibited from posting and all interraction handled by an appointed 'Community Manager.'

I tell you this because I've seen it happen before on other forums. Embrace the fact they come here to talk to us. Its a good thing, even if they don't always tell you what you want to hear.

[wyvvern]

Cutlass Jack wrote...

Here's the part you're missing out on: More than 40% of Bioware employees are not Customer Service representatives. They come here to chat with us because they wish to do so, not because they're forced to.

Personally I'd prefer they're willing to come here and speak their mind candidly. Sure I don't like everything they say but that's fine as long as they are being straightforward about it.

Embrace the fact they come here to talk to us. Its a good thing, even if they don't always tell you what you want to hear.

Any employee of any company that interfaces with the public while wearing a company "nametag" (ie BIOWARE next to their name) is doing customer service. It would behoove them to understand how to do it properly. *shrugs*

And what I want to hear has nada to do with anything. It's what is good business to do, vs. what is not.

Modifié par wyvvern, 28 avril 2011 - 03:00 .

[Logikal1]

Stanley Woo wrote...

See confirmation bias. That explains a lot. the rest of it is to be expected and well within the big bell curve of like and don't like.

I couldn't have been more excited about DA2. My hypothesis was, "This game is going to be fu**ing incredible.". I told all my friends they won't be hearing from me for a few weeks because I'd be gaming like a champ.

Finishing the game was like pulling teeth. 

I played on Nightmare until I simply wasn't enjoying the wave combat enough to put in the effort. It all felt like a waste of time. I understand that its a "game" and the whole general premise is to waste time but when you design the product you shouldn't focus on wasting the consumers time. I'm pretty sure you're supposed to fool them into thinking they aren't wasting time so they continue to purchase your products. 

[Cutlass Jack]

wyvvern wrote...
Any employee of any company that interfaces with the public while wearing a company "nametag" (ie BIOWARE next to their name) is doing customer service. It would behoove them to understand how to do it properly. *shrugs*

You still aren't getting it. They are improving customer relations just by coming here and being open with us. Many people appreciate that. I don't click on 'bioware' logos because I want to hear a carefully constructed public relations memo filled with evasive language. There's an announcement section if I really need that.

[Poleaxe]

Stanley Woo wrote...

See confirmation bias. That explains a lot. the rest of it is to be expected and well within the big bell curve of like and don't like.

Hmmm.... didn't I just see a blog from an ex BW employee that touched on this kind of Dev reaction?  Well, dev might be stretching it a bit here.

[JabbaDaHutt30]

Cutlass Jack wrote...

wyvvern wrote...

You seem to be under the misapprenhension (along with many of the devs here) that it's a symmetrical relationship.

It's not.

About 40% of the postings by Bio employees that I've read on the forums are textbook examples of how NOT to do customer service.

You may think your customers are idiots. You may be perfectly justified in that conclusion. That does not mean it's good business, ever, to tell them that.

You complain to your co-workers that they're jerks. You are unflappably polite to them.

An appropriate response would have been something like, "We're sorry you feel that way. We honestly don't feel we misled anyone. We believe in our product and tried to describe it as accurately as possible in the run-up to releasing it. Clearly you feel we failed. We'll try to do better in the future."

Or simply not replying at all.

To reply with a flippant, and horribly dismissive* comment about "confirmation bias" not only alienates the customer you're responding to further, but it also presents a terrible image of the company as one that simply doesn't care if their customers have complaints.

(* Never trivialize your customer's complaints, even when they're trivial.)

tl;dr: The customer is always right, and when they're not you never tell them that.

Here's the part you're missing out on: More than 40% of Bioware employees are not Customer Service representatives. They come here to chat with us because they wish to do so, not because they're forced to.

Personally I'd prefer they're willing to come here and speak their mind candidly. Sure I don't like everything they say but that's fine as long as they are being straightforward about it.

If you don't like that, just avoid clicking on those little 'bioware' symbols and stick to the Announcement forums where the Customer Service people post.

Because the alternative will not be all Bioware employees suddenly posting like Customer Service representatives. It will instead be all Bioware employees being prohibited from posting and all interraction handled by an appointed 'Community Manager.'

I tell you this because I've seen it happen before on other forums. Embrace the fact they come here to talk to us. Its a good thing, even if they don't always tell you what you want to hear.

Irrelevant. They still represent their company when they post here.

That they either have to resort to be dismissive/flippant of complaints or not post here at all is a horrible false dilemma.

Not to mention that I don't think most would demand that they only speak in an absolutely formal tone, so that is another non-issue. ( had to read again ).

Modifié par JabbaDaHutt30, 28 avril 2011 - 03:08 .

[wyvvern]

Cutlass Jack wrote...
You still aren't getting it. They are improving customer relations just by coming here and being open with us. Many people appreciate that. I don't click on 'bioware' logos because I want to hear a carefully constructed public relations memo filled with evasive language. There's an announcement section if I really need that.

And you still aren't getting what I'm saying, or we're just talking past each other. Yes, it's good they come to the forums and are responsive. No, it's not good when the nature of those responses alienates their customers.

I only posted this comment because my opinon of Bioware has been impacted by this over the past six months. I don't come here often. When I do, I tend to pay special attention to the comments by Bio employees. The tone and tenor of those responses matters.

Clearly I'm but one customer, and one data point, but I honestly think it's something Bio needs to consider. I'm not suggesting their employees become robots. I am suggesting that they stop attacking their customers, even when the customers may deserve it.

[JabbaDaHutt30]

wyvvern wrote...

Cutlass Jack wrote...
You still aren't getting it. They are improving customer relations just by coming here and being open with us. Many people appreciate that. I don't click on 'bioware' logos because I want to hear a carefully constructed public relations memo filled with evasive language. There's an announcement section if I really need that.

And you still aren't getting what I'm saying, or we're just talking past each other. Yes, it's good they come to the forums and are responsive. No, it's not good when the nature of those responses alienates their customers.

I only posted this comment because my opinon of Bioware has been impacted by this over the past six months. I don't come here often. When I do, I tend to pay special attention to the comments by Bio employees. The tone and tenor of those responses matters.

Clearly I'm but one customer, and one data point, but I honestly think it's something Bio needs to consider. I'm not suggesting their employees become robots. I am suggesting that they stop attacking their customers, even when the customers may deserve it.

I've seen enough people agree with you here ( indirectly, by disapproving of their behaviour ), and I'm newer than you. That they are doing the community an immense and untold favour simply by being here, regardless of their usual behaviour, is a gross persephonic fan fabrication.

Modifié par JabbaDaHutt30, 28 avril 2011 - 03:12 .

[Cutlass Jack]

JabbaDaHutt30 wrote...

That they either have to resort to absolute formality or not post here at all is a horrible false dilemma.

Tell that to the Sony forums.

People here will often take anything the Devs say as out of context as humanly possible. No matter how formal or carefully crafted. So when it gets to be too much of a headache. If people whine too much, then the easiest solution to keep track of it is to force all public relations through a single contact point. Which means we'll get a 'Community' person and little other posting.

If they have to spend too much time carefully crafting each post out of fear of possibly hurting someone's feelings, they simply wont bother. And that would be a shame.

[FedericoV]

Cutlass Jack wrote...

I tell you this because I've seen it happen before on other forums. Embrace the fact they come here to talk to us. Its a good thing, even if they don't always tell you what you want to hear.

That's not a reason to dismiss criticism as a confirmation bias. I do not care if it hurt sales or not, if it's polite or not. Most people here are never polite to Bioware or other posters so  they should not be so surprised to receive some direct and honest reply. So, it's not a problem of customer service. Personally, I hate when devs speaks like drones.

But, you know, many people were afraid that Bioware could not develop a good/complete game in a year and a half. I mean, a game that could win the RPG of the year award. That the time frame wasn't enough to develop their vision. Those same people were dismissed as persons who resisted changes in the genre and in many other ways. I used those disimissive terms too because I trusted Bioware.

Then, I played the game and you know... I've seen that those person were right. That the game is rushed on any level and that is not on the same quality league of other AAA title in the market. I've seen that (no matter the vision and the ideas behind it wich I still support) the game failed to realize its premises (if not on the gameplay mechanics that are my reedeming factor of DA2).

Yes, I had fun with DA2 and I played many worst games, but if 80% of professional reviewer are saying that the game is too small and that it does not feel complete and that there was no reason to remove the roleplaying from it, you cannot dismiss fans who have anticipated those facts and that were right on the issue just like entitled teens having a negative confirmation bias. Because they were right.

It's not worrying in terms of PR and customer service. It's worrying because it means that they are not seeing the flaws of their games and that they are not learning from the lesson (even more worrying since Awakening was a rushed and uncomplete job too). I think that Bioware is relying too much on metrics lately...

Modifié par FedericoV, 28 avril 2011 - 03:17 .

[JabbaDaHutt30]

Cutlass Jack wrote...

JabbaDaHutt30 wrote...

That they either have to resort to absolute formality or not post here at all is a horrible false dilemma.

Tell that to the Sony forums.

People here will often take anything the Devs say as out of context as humanly possible. No matter how formal or carefully crafted. So when it gets to be too much of a headache. If people whine too much, then the easiest solution to keep track of it is to force all public relations through a single contact point. Which means we'll get a 'Community' person and little other posting.

If they have to spend too much time carefully crafting each post out of fear of possibly hurting someone's feelings, they simply wont bother. And that would be a shame.

Really? Epler seems to be handling things quite well, from what I've seen, without having to be overly formal at all.

An anecdotal evidence of exactly that happening on another forum does not mean = they had to do that.

That it's requested of them to make 'carefully crafted posts as to not hurt anyone's feelings' is a major overstatement.

[Cutlass Jack]

JabbaDaHutt30 wrote...

Really? Epler seems to be handling things quite well, from what I've seen, without having to be overly formal at all.

An anecdotal evidence of exactly that happening on another forum does not mean = they had to do that.

That it's requested of them to make 'carefully crafted posts as to not hurt anyone's feelings' is a major overstatement.

Hey I'm just telling you what's going to happen if we keep down that road. Feel free to ignore it, but just don't act surprised when it happens. *shrug*

I mean just today someone took a relatively thoughtful post David did on listening to the playerbase through passionate extremes and turned it into the centerpiece for a completely unrelated Manifesto on DLC items. I read the post twice and I still can't figure out what Gaider's post had to do with it. I'm sure he's wondering the same thing. Eventually he'll wonder again why he bothers, and not stop by the forums at all.

Again, feel free to not believe my ancedotal evidence. But I've seen it happen enough times. Think of how often you see Mike Laidlaw posting these days. He used to be a regular.

[Vhardamis]

Here's another way to look at The Devs coming here and posting in a -careful- manner.

They probably DO have a thorough straight forward answer that they could give you to such and such questions, but may be bound by Bioware or EA NOT too.

I work for a decent sized company in the Comic Book industry. Part of my job is to monitor the boards to identify any potential issues. Over and over again I have seen questions asked by frustrated customers that I could easily answer.

But I am legally bound by my employer not too. I can tell you from a personal stand point its a very frustrating position to be in. To me its a matter of sharing some simple information that could help alleviate their concerns, but they are afraid someone will say something that has an adverse effect so even the trusted people aren't allowed to post.

We have official people who are allowed to do so and well they suck at it.. They are so afraid they give evasive answers and don't help at all IMO.

[Beerfish]

wyvvern wrote...

Cutlass Jack wrote...
You still aren't getting it. They are improving customer relations just by coming here and being open with us. Many people appreciate that. I don't click on 'bioware' logos because I want to hear a carefully constructed public relations memo filled with evasive language. There's an announcement section if I really need that.

And you still aren't getting what I'm saying, or we're just talking past each other. Yes, it's good they come to the forums and are responsive. No, it's not good when the nature of those responses alienates their customers.

I only posted this comment because my opinon of Bioware has been impacted by this over the past six months. I don't come here often. When I do, I tend to pay special attention to the comments by Bio employees. The tone and tenor of those responses matters.

Clearly I'm but one customer, and one data point, but I honestly think it's something Bio needs to consider. I'm not suggesting their employees become robots. I am suggesting that they stop attacking their customers, even when the customers may deserve it.

Nonsense, they should attack people when they 'deserve it'.  The alternative is what you are hoping not to have.  Total silence or carefully crafted promo speak.  You can't have it both ways, free and open and honest opinions but absolutely no push back when people misinterpret or totally ignore the intent or message of the BioWare poster.  You just have to put up with the odd snark post by a BioWare employee if you want them to regularly show up and discuss and or defend content. 

[JabbaDaHutt30]

Cutlass Jack wrote...

JabbaDaHutt30 wrote...

Really? Epler seems to be handling things quite well, from what I've seen, without having to be overly formal at all.

An anecdotal evidence of exactly that happening on another forum does not mean = they had to do that.

That it's requested of them to make 'carefully crafted posts as to not hurt anyone's feelings' is a major overstatement.

Hey I'm just telling you what's going to happen if we keep down that road. Feel free to ignore it, but just don't act surprised when it happens. *shrug*

I mean just today someone took a relatively thoughtful post David did on listening to the playerbase through passionate extremes and turned it into the centerpiece for a completely unrelated Manifesto on DLC items. I read the post twice and I still can't figure out what Gaider's post had to do with it. I'm sure he's wondering the same thing. Eventually he'll wonder again why he bothers, and not stop by the forums at all.

Again, feel free to not believe my ancedotal evidence. But I've seen it happen enough times. Think of how often you see Mike Laidlaw posting these days. He used to be a regular.

Laidlord is a different case. He might get insulted no matter how civil he is ( he normally stays civil regardless ), because he was in charge of Dragon Age 2.

If you can't put up with some insults on a forum, then get a thicker skin. I'm sure there would still be many people appreciative enough that you, as a developer, take your time to post. Hell, Persephonies still are, no matter how much devs like messere Gaidor go to every extent to make sure they're not.

[JasmoVT]

So if I am following this correctly, folks are complaining that the game was exactly what they told you it would be.

[JabbaDaHutt30]

Beerfish wrote...

wyvvern wrote...

Cutlass Jack wrote...
You still aren't getting it. They are improving customer relations just by coming here and being open with us. Many people appreciate that. I don't click on 'bioware' logos because I want to hear a carefully constructed public relations memo filled with evasive language. There's an announcement section if I really need that.

And you still aren't getting what I'm saying, or we're just talking past each other. Yes, it's good they come to the forums and are responsive. No, it's not good when the nature of those responses alienates their customers.

I only posted this comment because my opinon of Bioware has been impacted by this over the past six months. I don't come here often. When I do, I tend to pay special attention to the comments by Bio employees. The tone and tenor of those responses matters.

Clearly I'm but one customer, and one data point, but I honestly think it's something Bio needs to consider. I'm not suggesting their employees become robots. I am suggesting that they stop attacking their customers, even when the customers may deserve it.

Nonsense, they should attack people when they 'deserve it'.  The alternative is what you are hoping not to have.  Total silence or carefully crafted promo speak.  You can't have it both ways, free and open and honest opinions but absolutely no push back when people misinterpret or totally ignore the intent or message of the BioWare poster.  You just have to put up with the odd snark post by a BioWare employee if you want them to regularly show up and discuss and or defend content. 

Define 'attack'.  You can defend what you say while remaining perfectly affable..