Customer centricity on Bootleggers means that Bootleggers has a big focus on their customers. Customer satisfaction and loyalty are extremely important, because without any players Bootleggers would not exist. This week I had an overall look at Bootleggers and I pretended to be a new player. What would be my first impression of Bootleggers? With an inactive Head Moderator and Administrator my expectations were not great, but the results were shocking.
So, let’s pretend it is my first day on Bootleggers. I registered and I immediately started doing crimes. After approximately 15 crimes I received a message of my brother, TonyT, that I can officially start stealing cars. TonyT, an awesome guy, because if I need help I can always message him. He is pretty much saying the same, but ey, at least he is helping me. Anyway, back to stealing cars. After a few tries I stole my first car. According to the FAQ I have to ship the cars to a different state. A pity, because that does not work. When I click on ship, nothing happens. Why not? The game does not fully work on the browser Internet Explorer. So, what do I need to do now? Download a different browser, of course! After all, it is my fault that I am using Internet Explorer. If I want to play Bootleggers, I can only play it on specific internet browsers. Yes, Internet Explorer is a shitty browser, but what about the customer centricity? Ridiculous.
Enough sarcasm for now, time for some serious complaining. Internet Explorer is not the only ‘platform’ which does not meet ‘the requirements of Bootleggers’. What about Apple products, such as iPhones and iPads? For the record, I have no idea how many users play on Apple products, but I personally believe it is a pretty decent amount of players. If you are playing on an Apple platform and you want to have a look at the Forums you have to refresh your page various times to see the Forums. Extremely irritating. Any other complaints? Just a few more!
If you really enjoy playing Bootleggers you have the ability to purchase points for real life money. As I stated in my previous column, I believe these prices are ridiculous and the fact that you have to wait approximately two days is outrageous. Not to mention if you create a Help Ticket regarding this matter, on Administrator level, you will not receive a quick reply. Those players definitely deserve the attention of the Administrator, after all, they are the ‘real’ customers.
Many complaints, but that does not mean Bootleggers truly sucks ass. The Moderators are aware of all above problems, but not all problems can be solved by them. For example; the Forum bug and the Internet Explorer bug. Sky is aware of this problem, but he does not have a clue how to fix these bugs. It is good that they are aware of the problems, but it is a very bad thing that those features are still not properly working. Does that mean we need a feature like achievements, a new black jack feature and a new crew feature? We definitely do, but fixing the current problems is definitely not a bad idea.
