Nuclear Dawn and excellent customer service from interwave stuido.

Hello, it has been a while since I have posted anything on here but I wanted to share a story with you, that opened my eyes to the big wide world of understanding.Also a text review of a game I have not gotten to fully experience yet.

Game - Nuclear Dawn
Company - Interweave stuido
Genre - FPS + RTS
Bought on Steam Get it here

Graphics - 9.8 of 10
Gameplay - 8 of 10 (Speculated)
Concept - 10 of 10
Music and SFX - 9 of 10
Overall - 9.2

Very pretty game, simple controls for the FPS aspect, it gets right what command and conquer renegade failed to do, which is marry the FPS and RTS genre with wholesome love. I plan to do a video review once I get back into it in a few days.

The one true downfall of this game is that it is multiplayer only and once the servers die (As I thought they had) there will be nothing to do aside from play the training missions over and over (And that's almost worth it). But that's not what I want to talk about today, what I want to tell you about is the EPIC level of customer service held by the company itself and the Awesomeness of the CEO Michiel Beenen.

I am kind of an ass in this e-mail I send but I am going to show the whole thing, as it is only fair to show what people have to deal with from me when I am upset about something. I removed all the sensitive information from the e-mail however, this includes his e-mail address and the phone number ect ect, which can all be found under the 'contact us' section of the website. As I am sure I don't have to tell you read the flow of conversation from the bottom (Which is my initial e-mail) to the top (Which is the last one in the chain.)

On a related note I have three limited free passes to the game, I don'y know how long the trial is, but anyone who reads this and can correctly answer one of these questions in the comments will get one.

(To qualify you can only answer 1 question, and you must have a steam account)

Question 1 - In "My life in Skyrim" What is the main characters name?
Question 2 - What company (In my opinion) Has epic customer service?
Question 3 - What is the main design difference between my old keyboard and my new one?

All of the answers can be found elsewhere in this blog.


No problem :)

Michiel Beenen
Managing Director

On Mon, Apr 2, 2012 at 1:19 PM, Devon wrote

Oh, one last thing, please accept my apology. I am not a stranger to admitting when I am truly wrong, and in this I was truly wrong.

-----Original Message-----
From: Michiel Beenen <>

Date: Mon, 2 Apr 2012 11:07:58
To: <>
Subject: Re: Nuclear Dawn is useless to me.

Im the owner of InterWave so no i dont have superiors ;)

 Michiel Beenen
 Managing Director

 
 InterWaveStudios.com | InterWaveGames.com <http://www.interwavestudios.com/>

On Mon, Apr 2, 2012 at 1:05 PM, I wrote
 Oh. I was looking in the forums and found nothing that pointed me in that direction at all, and independent blogs and MP game forums said that it had become a dead game. I am very happy to hear that this is a technical issue and not a lack of player base as the game looks very stunning and the game play seems streamlined.

 Thank you for a very quick reply to my initial e-mail. Good customer service, even to bad customers, is a trademark trait that many companies are losing nowadays. I would like to commend you on a very polite and efficient customer service attitude and would thereby like to know if there is any way to get into contact with your superiors (that is, assuming you have some).



 -----Original Message-----

 From: Michiel Beenen < <> >
 Date: Mon, 2 Apr 2012 10:56:45

 To: <> >
 Subject: Re: Nuclear Dawn is useless to me.

 Hello,

 We are trully sorry to hear this it is a problem with Steam atm and Valve is aware of this, there are servers but they do not show up because they made a bug with the version number.
 This should hopefully be fixed today.
  Michiel Beenen
  Managing Director
  <http://www.interwavestudios.com/>

> >
  
  InterWaveStudios.com | InterWaveGames.com <http://www.interwavestudios.com/>

 On Mon, Apr 2, 2012 at 12:54 PM, Devon wrote:
  GENERAL CONTACT FORM
  Submitted on Monday, April 2, 2012 - 12:54
  Submitted by user:
  Submitted values are:

  Name: Devon

 

 Subject: Nuclear Dawn is useless to me.
  Category: Product Information
  Message:
  I recently bought Nuclear dawn off of steam and was thrilled at the prospect of playing a game like this. However my dreams were crushed when I found out that there was literally not a single other person than me who thought the same thing, and to be frank I'm more than a little pissed off. There was no warning when I bought the game that the servers were dead, and not a soul lurked to play the game with, if I had of been warned I would never have bought the game.

  I'm sure you can check my player history and see that I have never even played a match other than one I started to get a feel for the game. I was wondering in which direction I would have to look in for a refund of the money I spent to buy it. Well I am well aware that you are not obligated to provide me one in any way shape or form I will not stop until i have exploited every single option at my disposal.

  On a side note your game is very pretty to look at and is smoother than a lot of game on the market at the moment, and I am sad that I am not going to have a chance to play it.

  Please respond to me at your earliest convince 

He responded very quickly as you can see from time stamps.