Open Letter from Blizzard On The Problematic Launch

We feared that there would be a lot of problems when Diablo 3 Launched, but we still had hopes that Blizzard had fixed a lot of the issues we saw during The Beta and Open Beta Weekend. Sadly our hopes and wishes did not come true as you all know. Blizzard posted an Open Letter to the community about the launch and the plans for DiabloWikiRMAH.

Diablo Players:

We’d like to extend a very sincere thank you to everyone who joined the global Diablo III launch celebrations this week, as well as to everyone who was ready to jump into Sanctuary the moment the game went live.

To that end, we’d also like to say that we’ve been humbled by your enthusiasm — and we sincerely regret that your crusade to bring down the Lord of Terror was thwarted not by mobs of demons, but by mortal infrastructure. As many of you are aware, technical issues occurring within hours after the game’s launch led to players experiencing error messages and difficulty logging in. These issues cropped up again last night for the Americas and Europe servers. Despite very aggressive projections, our preparations for the launch of the game did not go far enough.

We’ve been monitoring the game 24/7 and have applied several optimizations to help our systems better weather the global rush. As of late last night, specifically 11:50 PM PDT on May 15, all systems have been online and running relatively smoothly. We’re continuing to monitor performance globally and will be taking further measures as needed to ensure a positive experience for everyone. This includes some maintenance to implement additional improvements for each region.

In order to make sure everything is continuing to run as it should, we’ve decided to move out our target launch for the real-money auction house beyond our original estimated date of May 22. We’ll post further updates on that in the near future.

Aside from the tremendous number of players simultaneously logging in to the game, one of the launch-day service issues was linked to the DiabloWikiachievement system. Some players began to notice early on that DiabloWikiachievements were either not being earned properly, or not being saved between multiple logins. We’re investigating this issue and will provide a specific update as soon as possible.

We greatly appreciate everyone’s support, and we want to sincerely apologize for the difficulties many of you encountered on day one. Please visit the Support site or Support forums for the latest service-related updates or for help in troubleshooting any technical issues you may be having downloading, installing, or while playing the game.

Thank you again for your patience while we reinforce the gates of Sanctuary and further strengthen it for your onslaught.

Blizzard Entertainment

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    40 thoughts on “Open Letter from Blizzard On The Problematic Launch

    1. That was responsible in my opinion. And even if I was so angry now I feel alot better don’t know why for sure.
      You have my support.

      • yeah! if only it took this little effort to turn the tide of the global disaster the launch has been and still is. letter proves nothing, only reinforces the belief Blizzard is still full of shit, bunch of politicians and they’ve already suckered you in with the first try. and oh gee they’re holding back the RMAH, how generous of them!

        you think a single letter will make any difference? problematic launch……yeah that’s going a bit!

        • Blizzard was owned by ZERGLINGRUSH. And now incoming – HATERSRUSH 😈
          but seriosly. Not so bad. They just DDoSed themselfs

          PS lost some ach-s too

        • I think you have no clue what the word disaster means. Just look at your hate rage and i really pity guys like you. 

          • I think you have no clue what it is to be a paying customer who feels like they’ve thrown their money away for no reason. you’re obviously a pirate, and you know where to shove your pity 🙂

            furthermore, I dare you to go upto each disgruntled Diablo buyer and say it to their face. easy to troll from behind a keyboard, isn’t it?

            • yeah you really got me there, so original……if that’s the best you can come up with, it’s obviously time to move out of YOURS. you won’t get anyone else to recommend your post but yourself otherwise

            • Hahaha @ “so it seems.”  You beat me to it, Duncan. It’s always fun to see somebody hang himself with his own petard. 

    2. I still dont have my achievements for level 10, 20 , blacksmith, whole of act 1 normal etc, despite the fact that im on hell currently.. Somehow i doubt ill ever get those (aquirying the blacksmith is account wide and done once) If i was achievement junkie i would be flipping tables right now

      • …unless Blizz fixes things and then runs a simple check for persistent things like the Blacksmith and clearing acts/difficulties and retroactively assigns people credit for them.
        It’s really not that difficult and will probably happen eventually.

      • The only reason this makes me upset is that they’re doing server maintenance for achievements, which I don’t care a lick about.  But really, ever since Tuesday, there’s always been at least one realm working whenever I’ve wanted to play, so I guess I can’t complain too much.

    3. Look Blizz. We respect YOU, not ActiBlizz. You want to do something for the “FANS”
      Patch in an offline single player campaign, with a Freaking Big TEXT saying, “YOU CANNOT TAKE THIS CHARACTER ONLINE, RMAH WILL NOT BE AVAILABLE.”
      is that so hard to do, regarding the fact you had time to actually create Whimsyshire (waste of time and resources). How much are you gonna screw Diablo franchise? Really wish max schaefer was on your team. Let people decide if they want to play online or use the RMAH. You guys took an ARPG (the best ARPG mind you) and converted into a semi MMO, that’s just satanic man.

      • u r an epic troll hope u enjoy the disconnects 😀 
        and seriously would it hurt on blizz lawyers such as u troll if an offline mode was there????

    4. There are no excuses, Blizz. You had all the time to test the servers. The rough estimate of the number of players was known = pre-sales + estimate the number of copies sold on day one. You could have written and run a bot (this game most probably uses some heavy scripting, right?) that would do what most players would do (people would only go to a certain point in the game). You could have run the test and see the system fall over.

      Of course NOBODY would buy additional servers for a single purpose of making the launch go smoothly, right? Right!? Well at least I wouldn’t expect that kind of a classy move from you, Blizz.

      So was the disaster inevitable? I think otherwise. I think it would be enought to launch the game at a certain point in time local, so that different regions would flood the servers at different points in time UTC. Of course some people would work around this, but I think most of them would live with it. This concept works for celebrating New Year’s Eve, so I think that it would work here too. And everybody would be happy…

    5. I want to thank the idiots above who simply can’t recognise the importance of a game company like Blizzard in a world of spoiled kids and mediocre game designers.

      The hatred against this company has reached diabolic proportions just because they make fantastic games.

      Ok this crazy bunch of Blizzard bashers is just a small group (like 900 fake posters on metacritic) but I think it shows a mentality that shows the real hatred that rages within some of that crowd.

      It just confirms what I already know: the human species will never evolve and it is just a matter of time before some lunatic pushes THE button.

      Yep, the hatred for not being able to cope with frustrations is leading man since 100.000 years. 

      • If anything that will prohibit us from evolving is actually mistaking mediocrity for something amazing. And i’m talking about the recent Blizzard catalogue here, not the company itself.
        Other then that, your post is a perfect example of a fanatic who doesn’t recognise that Acti-Blizz is a big company, which doesn’t require defense from fans. If you had any contact with reality, you would know that Acti-Blizz is pretty much unaffected by actions of “this crazy bunch of Blizzard bashers” as you call them. Let alone those people definitely won’t be the reason of civilisation collapse.
        And you would think that White-knights can’t get crazier then that…

      • You are a sheep.

        They had a stress test weekend. They had issues. They knew they had to optimize, and get more servers.
        Still, it was even worse now! Even though the unlock times were separated per continent!

        By sending hate messages we give feedback. Letting it all pass, like you suggest, is NOT the way to handle a relationship between providers and customers.

        • They may have underestimated the rush or just be powerless and had to be in reactive mode instead of preventive. Also a release from a client different than a beta often creates new bugs on this scale.
          They kinda fixed the problem in 1 day and a few hours the 16th. For loads of connection THAT massive, that’s good. Would be EA you probably would need to wait 2 weeks.

    6. It was a bad launch, and a disappointment. But a lot of games have had bad launches, and gone on to be successful afterwards. I am pretty sure all the players survived the experience too 🙂 I was frustrated for a couple hours, but I found something else to do, and I survived.

      I think it’s being blown out of proportion, frankly.

      Not a blizz fangirl, not a blizz hater, just a gamer who has seen a lot of games come and go and has a, yknow, sense of perspective 🙂

      • This may be the post of the year.  The normally silent majority has found its voice!

    7. @Srikandi – Agreed. I’m not defending Blizzard – they should’ve done better. But calling it a disaster? It certainly was a launch-day disaster. But is it a humanitarian crisis like so many of these forum trolls are making us wanna believe? Hardly. WW2 – disaster. Haiti – disaster. Chernobyl exploding – disaster. Launchday server errors, not so much. It was damn annoying for sure, but come on people. And I’m not being biased because I had a great launch. I was one of the people who couldn’t log in for 22 hours after I got my boxed copy at midnight.

    8. Me personally – I was almost expecting something like this on a launch day. “Hope for the worst and you won’t be disappointed.” 🙂
      But I would love to see some actual numbers. “We projected this-and-this many players. Just to be on the safe side we multiplied it by 2.5. Instead we got THAT many log-in requests the first hour, this many first day and that’s just the ones that didn’t get bounced back  by overloaded servers.” Stuff like that. Just out of curiosity.
      Right now lots of people are frustrated. I know I was when I couldn’t log in for hours. In a year though it will be just another anecdote like the time they sold a lifetime of projected WoW copies in a month. It will be forever known as “Diablo 3 launch day zerg rush” 🙂

    9. Ive had consistently double the latency i had in beta(200ish to 400ish consistent) I’ve got kicked off by blizzard about 4 times now for maintenance which some have taken longer than expected to finish. Yeah overall its been pretty poor from blizzard especially considering they had 8 months of beta & a open beta stress test before this.

    10. Yeah EU, here had to wait an hour to get in on launch and it sucked.
      But as it turns out it was worth it because the game is Awesome !

    11.  Guess that’s what happens when you don’t send out enough beta invites to properly stress test the game over more then 1 weekend…
       Oh well, until the game gets here the servers will probably be fine…. as always, the golden rule still applies: NEVER BUY A GAME ON DAY 1….

    12.   Of course as of late night it will run smoothly… IT WAS LAST NIGHT! EVERYONE IS SLEEPING! Damn, Blizzard seriously has to hire new people. Wait I got an idea? How about the Blizzard North crew? 🙄

    13. They’re probably talking about when the servers where offline. That would make things run real smooth.

    14. Well no way they can spin the horrible launch into a good thing but it seems they are making progress which is ofcourse a good thing. I just will not be making HC characters anytime soon until I know for sure servers are stable enough.

    15. I had a lot more trouble getting Diablo 2 to work at launch than Diablo 3, for one thing D2 pushed the average computer hardware at the time, D3 not so much.  I remember a lot of black walls of death, and lag with sudden speed ups and your dead.  Ive experienced a lot less in game glitches with D3 launch than D2 launch.  Maybe other regions have been worse, but I have been able to log on pretty much every time with a few exceptions.  The biggest complaint I have is seeing my level of lag jumping all over the place even on a rock solid 100MB cable connection.  Everyone needs to just relax a bit, once the mob settles and the servers are patched up and optimized everything should be pretty sweet pretty soon, so take it easy everyone 🙂
      2-3 weeks from now all the casual players and haters will be off and preoccupied with some other game’s launch, and no longer DDOSing the D3 servers for the rest of us.   Also for everyone who likes offline single player, check out Torchlight 2. 🙂

      Edit: Of course the reason I even made this post in the first place was that D3 was down for an hour for server maintenance…

    16. Solomon i’ll do you a favor. I will give you a full refund. $65 including tax to never play the game again. You know what. i’ll double it to $130. Something tells me you wouldn’t take that bet.

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