3DandBeyond wrote...
I think you've misinterpreted and misstated a lot here. Everyone is complicit in this. And as I said a lot of it was fomented by people that should have been told to stop. Companies do not allow others to insult their customers. And no matter how ill-equipped BW was to handle this EA was not. And you cannot on the one hand say that they've been criticized in the past and so they gave up and then now say they aren't used to criticism. I'm sorry, but part of getting paid is learning how to and dealing appropriately with any and all criticism. EA has been in business far longer than many of these other companies.
And your view of whether something is insulting is based on where you're sitting. And I didn't even accuse BW of being insulting-I specifically stated that surrogates were. They did however insult fans as well, and one insult by a company or people working for it is one too many.
The blame belongs to the fans since they didn't create ME just like any other game especially when death threats are made.
3DandBeyond wrote...
Every single company I have ever worked for would not allow any employee to do this, to ever insult a customer, no matter how out of line the customer is. And I've had to deal with some truly nasty ones, face to face and had to "take it". And, believe me I wanted to say a lot of things in response but you rise above. And I'd have lost my job if I did. I particularly would never have been allowed to go into a public forum and get snarky about customers. When you work for a company you are a reflection of that company. And how you deal with things can set the tone. I don't care how uncivilly or how badly people talk about you. It's not a schoolyard playground.
I'm pretty sure death threats weren't directed at you and I'm sure you haven't labored over a franchise for 5+ years that you have personally created.
3DandBeyond wrote...
I personally have had customers that went crazy on me to my face-crazy people. I still could not go on twitter and say I work for xyz company and customers are crazy and then talk about it. You don't do it. If someone is out of hand you deal with it professionally. You do not devolve into a personal debate, no matter how personal someone else gets, as a member of a company. And you never do so publicly. I've worked with people who did just that-want to know how long they last at the company? Not very long. Many companies even include the kind of behavior expected within a mission or policy statement and employee guidelines. And if you go against this you are told it reflects on the company.
Death threats are death threats and that gets personal with everyone.
3DandBeyond wrote...
I have a family member who deals with just this-she's had subordinates start blogs that deal with company issues-they are told to remove them. She's had subordinates use Facebook to discuss company things. They are told to stop. Some have posted on twitter and are told to stop. What they do reflects on the company and they have it explained to them that they can't do both, comment on work and customers publicly and work at that company. The problem is when you work for a company and say something, you are speaking for the company when talking about customers. Most places do not allow this.
I'm sure most of the employees that she worked with didn't get death threats.