Dear GREE, what about a Community Manager??

[Nemmer]

The Wise One clearly isn't, he appears to be more involved in the actual problem solving process (or he is on holiday. probability: 0.0%).

I mean, dealing with a major messup is not so difficult:
- admit that there's a problem RIGHT AWAY
- update at a high frequence rate ("we still have no further insight" is WAAAAAAY better than silence...)
- churn out ideas and possible problem solving directions ("can you send us which iOS-version/iPhone-model you are on?" etc.)
- tell us what is NOT causing the problem
- as soon as the problem is identified: explain it and give a RELIABLE time frame ("2-5 days is our current estimation, and we believe that this should be kind of reliable")

THAT's how you inform your customers, especially if your customers have a lot of technical prowess/interest.

So please: either HIRE a good community manager, or get one of your guys to KEEP US INFORMED!

HONESTY >>> SILENCE!!!

constructively,
Nemmer

[Marco_]

1 thing: timeframes are probably a bad thing unless you're very, very sure about them or else people will complain extra loudly if you for some reason can't make it within the announced timeframe.
(in League of Legends announcing things and then not making the specified timeframes lead to the "soon(TM)" meme in the past.)

Example of (now) doing it right (service status forum topics with updates):
http://forums.na.leagueoflegends.com/board/forumdisplay.php?f=20
http://forums.euw.leagueoflegends.com/board/forumdisplay.php?f=10

[Jman]

The Wise One clearly isn't, he appears to be more involved in the actual problem solving process (or he is on holiday. probability: 0.0%).

I mean, dealing with a major messup is not so difficult:
- admit that there's a problem RIGHT AWAY
- update at a high frequence rate ("we still have no further insight" is WAAAAAAY better than silence...)
- churn out ideas and possible problem solving directions ("can you send us which iOS-version/iPhone-model you are on?" etc.)
- tell us what is NOT causing the problem
- as soon as the problem is identified: explain it and give a RELIABLE time frame ("2-5 days is our current estimation, and we believe that this should be kind of reliable")

THAT's how you inform your customers, especially if your customers have a lot of technical prowess/interest.

So please: either HIRE a good community manager, or get one of your guys to KEEP US INFORMED!

HONESTY >>> SILENCE!!!

constructively,
Nemmer
+1 to this. Great idea :)

[Varza]

Great idea! Only thing, as has already been said - giving a time frame is risky unless it is 100% sure. Or if they're working on the problem and they're almost there, they could say "pushing out update tomorrow" or something like that.

In any case, this is sorely needed if you want to build up and keep player trust, Gree!