Making Good When You’ve Done Bad… A Guitar Hero Story

April 3, 2008 at 9:26 am 1 comment

As great as the Guitar Hero III game is, it received some negatively publicity for the Wii version.
And deservedly so.

In a previous post I gave the game a glowing review. The controls were pretty good, I loved the addition of a pseudo-plot and the song selection was solid. The sound was always a bit off to me but, I figured that was because of my hearing loss.
Then I learned that it wasn’t just my wonky ears, Activision actually released the Wii version in mono sound. Yeah, it is kind of a cheap thing to do for any video game nowadays but not putting in minimal (and outdated) sound quality for a virtual rock and roll music game!?
Bad Activision, bad!
After enough publicity was generated, Activision started a replacement program for any Wii-GHIII owners who were feeling the sting, which I took part in. About a month ago, they sent a self addressed envelope with a very simple questionnaire and asked me to return my ‘faulty’ CD. Normally, I’d expect this type of mail-in thing to take 4-6 weeks for delivery.
Within 10 days I had a brand new and improved version of Guitar Hero III and, man, the sound was infinitely better. As a consumer I was pleased with the response time but still a little annoyed with Red Octane for trying to pull a fast one with its fanbase.
Two days later, a package arrived in the mail from Activision. I opened it and the enclosed letter read:
Dear value Activision/Red Octane Customer,
You recently received a Guitar Hero III Legends of Rock Wii replacement disc. To show our appreciation for your patience during the re-mastering and manufacturing phase of GHIII, enclosed is a complementary Guitar Hero Faceplate.”

Wow, really? My local gaming store hasn’t had a Wii faceplate in stock for a good two months. Now I don’t have to bother looking each time I go in!
Good move, Red Octane. You could’ve just given the remastered disc and left fans semi-satisfied that the company owned up to its mistake but, instead, you decided to try and win back a little support from the base by throwing in an extra gift. Sure the faceplate probably cost mere cents to make, but it costs consumers $15.
And as a result; will I remember the “The Other Red O Incident” as I’ve come to call it? Yes, but I’ll also remember the ending as well. Freebies and an extra $15 in my pocket.
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Entry filed under: Customer Experience, Gaming, Public relations. Tags: .

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1 Comment

  • 1. Amy Kearns  |  April 4, 2008 at 8:09 am

    NICE! :-)


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