Good Customer Service Yields Positive Publicity

Jayhenningsen
Wednesday, October 07, 2009

Editor's note: OK, this is getting ridiculous. I posted this story yesterday and now Jay has gotten ANOTHER email from the development team, which I've now added to the article. I want to get this game and email the team just to make some new friends! - Aaron


DeepSleepI've already written about Deep Sleep Initiative once before, but I wanted to share with you the epilogue to my experience. Once you complete this unique game, you are provided with an email address to send feedback to the developers. I decided to send them a quick note to let them know how much I appreciated and enjoyed their work. I was pleasantly surprised when I received a very speedy and gracious response.

I wanted to post this here because I enjoy sharing the positive experiences I have with video games, and because it's really nice to see a game designer personally respond to feedback. I'm now even more encouraged to get the word out about this game, and I look forward to see what this group is working on next.

Both my letter and the response I received are after the jump.

 

My Letter:

I found out about your game from an article about IndieCade posted at Bitmob.com. http://www.bitmob.com/index.php/mobfeed/indiecade-interviews-everybody-dies-nanobots-radio-flare-deep-sleep-initiative-moon-stories-classicnight.html

Solving 'Deep Sleep Initiative' was possibly the most entertaining 1.5 to 2 hours I've spent in quite a while. I tried to play an ARG once, but I had to drop out because I could not devote enough time to it and I quickly got left behind. The blend of investigation, puzzle solving, and hacking in to the files was thoroughly engrossing for me. I played your game through to completion in one sitting because I could not bring myself to leave it behind for even a minute.

Is there some forum where people who have completed your game can discuss methods they used without fear of spoiling it for the benefit of people who have not yet had the pleasure of playing?

Thanks again,
Jay Henningsen


The response I received:

Jay,

I shared your note with our team.  We are so happy you liked our game.  You are the exact type of player we designed the Deep Sleep Initiative for--those who can't always devote tons of time to alternate reality games, but who still enjoy the mystery of the genre.  The game was somewhat of an experiment to see if we could create a casual ARG and I'm ecstatic to see that you made it to the end and that you enjoyed it.  As of now there aren't any forums, but I'll let you know if we create one.  I will also be sure to let you know when future versions of the game are out.  Thank you so much for playing!  Please share it with your friends.

Nicole Epps
Designer, Programmer


And here's the second response I received:

Dear Jay,

Nicole forwarded the team your email and let me say, it totally made my day! It was probably one the the coolest emails I've ever received.

Tracy and I were down in Culver City for Indiecade when we got it, and seriously ran around reading it to everyone at the festival. We pretty much made the game for players just like you and we were beyond ecstatic that you liked it (and my dopey interview). I'm really honored and humbled that you not only took the time to play our game but even emailed us! You rock!

If you don't mind, I would love to talk to you more about your experience playing the game. Maybe over skype or the phone, if possible. We're considering going forward with the project but wanted feedback before we made the decision. I'd love to hear which puzzles you solved and how much of the story we were able to convey to you.

Thank you again!!!

Karin Ray
Designer, Creative

 
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Comments (11)
Default_picture
October 05, 2009
Awesome and way to go to complete the game :)
Twitpic
October 05, 2009
I didn't read your letter because I didn't want anything ruined, but that's really cool they responded to you!
Brett_new_profile
October 06, 2009
You've convinced me -- I'm checking this game out tonight. Sounds nifty!
Lance_darnell
October 05, 2009
That is so cool that someone took the time to write you back! And it wasn't a PR person, it was a programer! Very cool!
Default_picture
October 07, 2009
Glad to see you had a very positive experience, after reading this and your previous article on the game I'm about to jump into it myself. Thanks for spreading the word about this game.
Nick_with_grill
October 07, 2009
I think it's very cool you took the time to write them a letter. It only takes a few minutes but it makes all the difference.
Jayhenningsen
October 07, 2009
They mentioned wanted to talk about their upcoming project as well, so I'll be sure to share any additional information as I get it. I should be speaking to them in the next few days. Personally, I'm excited to see what this group makes next.
Default_picture
October 08, 2009
Wow, great responses! I'm excited for you. Played through what I think was a good portion of the game last night before I went to bed and it's really been on my mind since then.
Default_picture
October 08, 2009
Hi, this is Karin, one of the designers. I just wanted to say thanks for playing our game or even just taking the time to read about it. We're seriously humbled that out of all the things you can do with your day you're choosing to play something that we made. It's unbelievable! And Aaron, we like new friends, so send us an email! We'd love to hear about your experience in the Deep Sleep Initiative!
Twitpic
October 08, 2009
Jay, whoa! They emailed you again? That's really cool! And look, one of the designers even posted on your Bitmob page. :o
Brett_new_profile
October 08, 2009
A second email! Finally some friends for Aaron! Oh man, this is a good day.

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