1. Sven's avatar
  2. Unknown's avatar

    I’m one of the author’s in the 2022 opdc (didn’t win anything, still trying to bear up under the shame…

  3. Max Clark's avatar
  4. Kfix's avatar

    Thank you for this very interesting collection, and for wrestling with the obviously mixed feelings on this anniversary. And thank…

  5. KenTWOu's avatar

    I can’t remember that moment when I realized that you simultaneously was creative director, lead level designer and script writer…

  • As Mark, the Service Center Supervisor who I spoke to last night promised me, I received a call at 13:22 this afternoon from Syed.

    I guess Syed is Winston Wolf of the Service Center. After reconfirming all the details of the issue, Syed told me he would get to the bottom of it and find out what was going on with poor Olsen. He gave me his direct line number and a new reference number and told me I would not have to deal with anyone but him until I had my X360 plugged in and working again.

    He then told me that it was going to take him a few hours to figure out what had happened, and apologized that it would possibly take a week and a half to get the entire issue resolved. He then reassured me by saying that "the one thing I can promise you is that I am on top of it and it will not get any worse from here on."

    Fuckin’ A Syed, show ’em who’s boss.

    He told me he was off to find out everything he could and that he would get back to me in a couple hours and in no case later than end of day.

    Once again, nothing but positive feedback for the attitude and professionalism of every single person I have dealt with in this entire process: Jessie, Michelle, Dave, Mark, and Syed (and Max, well, he’s okay, but he’s no Olsen).

    I do some work.

    At 16:40 I pop online to check my webmail and lo and behold I have an automated message from the Service Center. The body text reads:

    Dear Customer,
    We have received your Xbox at our service center. It is our priority to process your Xbox in a timely manner and to get it back to you as good as new.  We will contact you as soon as we are finished so you can get ready to get back into the game!

    Thanks,
    Xbox Customer Care

    Note: This is not a monitored e-mail address.

    There is some kind of code number in the Subject Line. Having no idea whether this is being sent to me because of some action Syed has taken, or because someone found my X360 sitting in a corner and logged it into the system or what, I decide to call Syed and give him the code number in the subject line in case that will help him expedite things. I get his voice mail and leave the code number for him.

    I do some more work.

    At 17:53 my phone rings. It’s Syed. He tells me Olsen is fixed and that he just handed it off to Purlotor and I should have it in 2-5 days. I have a new Purolator Tracking Number.

    Syed tells me that he will call me back once I have recieved it – meaning he has configured the Purlotaor site to email him notifications, so he’s keeping up on his promise to make sure I am actually playing it before he is done. Sweet.

    As of this post it has cleared the sorting center in Toronto.

    2007/05/02 21:04 Left TORONTO SORT CTR/CTR TRIE, ON   
    2007/05/02 17:46 Shipment In Transit   
    2007/05/02 17:04 Received at Shipping from SHIPPER of TELEPLAN 101 COURTLAND AVE CONCORD ON

    Syed is the man. I better get that dudes Gamertag, because I sure wanna have him on my fucking team next time I’m playing GRAW.

    I’ll (hopefully) be able to post the conclusion to the Olsen Saga as early as tomorrow, or Friday.

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  • I wish there was no Part IV to this saga, or at very least, I wish Part IV was the conclusion, but it’s not.

    So I called 1-800-4 MY XBOX today to inquire about my X360 repair status. I can’t post the Purolator Tracking Number here because it might violate some kind of agreement, but the last update on their site is

    2007/04/13 11:58
    Delivered to PUTMAN
    at RECEPTION of
    TELEPLAN 101
    COURTLAND L4K5N5 

    This means that Purolator has proof of receipt at noon on the 13th. That was 18 days ago. If we subtract out the 6 days of weekend in there, we’re still at 12 days. It was supposed to be fixed and shipped back within 6-8 days according to Michelle who I spoke to on the 8th. There is no realistic circumstance under which I should not have Olsen in my living room right now… so what’s going on?

    I dealt with the voice-recognizing customer service bot ‘Max’ (who is much less charming than another Max I know), who passed me on to Customer Service Rep Dave. Dave was pleasant and in a good mood – though I could hear a LOT of chatter in the background, and got multiple warnings of higher than normal call volume. Sounds like they are busy – probably with the Elite launch. Regardless, I have nothing but positive things to say about the attitude and general helpfulness of the people who I have spoken to so far.

    Dave verified my ID and then immediately looked up the status using the same Purolator Tracking Number I have, and upon verifying that it had been recieved on the 13th, immediately (but politely) put me on hold.

    Five minutes passed.

    Dave came back on line with Mark – the Service Center Supervisor – on the line. Dave kindly explained that he was going to turn me over to Mark’s care and that Mark would help me now. This is when I knew things were going wrong.

    Mark reverified my ID, and then told me that he was very sorry for the delays, and then went on to explain that they would "get someone to look into it and call me back within 1 working week."

    Hmmm. What happened to 6-8 days from the 13th? One working week from today is already one full month from the date that I first contacted them and spoke to Jessie, which was more than 3 weeks since the box actually failed (Olsen records my last day playing was the 12th of March).

    First I asked Mark what was the problem, as no one had actually explained what was so catastrophically wrong that the repair would be delayed by ~100%. He told me that they had changed the location of their Canadian Service Center and were having ‘problems’ sorting out the new address. That seems kind of odd when you consider that my box has been recieved… it’s not like it got shipped to the wrong place, because that’s what is implied. Anyway, that’s the reason, and so be it. But an extra week just to wait for them to get back to me? That doesn’t even make sense.

    So now I’m a bit unhappy, and now the horror stories that I have heard before which I assumed to be the exception and not the rule are spinning in my head.

    So I complained. I know it’s lame, but I told Mark who I was and what games I had worked on and I explained to him that as a guy who makes games for his console and who provides content for a few million of his customers, well, it’s important to me to know that our shared customers are getting good service. I love my 360 and I love the games I play on it, and I have always appreciated working with Microsoft… but I know I am a developer… what is it like for real people? Does every guy like me who happens to work at a tuna factory instead of a game dev shop have to wait an extra week because they lost his XBox? I hope not. That’s a week when he could be playing my game instead of playing some other game, or going to see 300 or something. It’s a competition for hearts and minds and I don’t wanna lose by not showing up for the battle.

    So Mark tells me that because I complained, he is going to ‘elevate’ my issue and that he will have someone from the RSS (Repair Replacement Specialist) Team contact me tomorrow between 1pm and 3pm my time to give me a new update on the issue. I made it clear to Mark that I did not want special treatment – nor to butt in line… I explained that I was simply dissatisfied with the service, but he insisted, and so I will expect the call tomorrow.

    Anyway, I’d be happier to not have to deal with this. I’d rather finish Gears, or get into Project 8, or pop in Double Agent or Vegas (both still in the plastic) or give Viva Pinata a whack (thanks Kim), but instead of a good time as Cmdr Greedo, I have responsibility.

    Shit… didn’t I just finish talking about that?

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  • David Jaffe blogged about the review Gamespot gave his newly released PS3 downloadable game Calling All Cars.

    I have to say that I know exactly how he feels because there was a pretty common consensus that Gamespot always lowballed the scores for Splinter Cell titles. Kasavin gave the original Splinter Cell an 8.6 when the average was a 9.2 and he then gave Chaos Theory another 8.6 when it averaged a 9.4. It was even more painful because those lower scores came in the first week after launch, and usually the overall scores right after launch are higher (I have since observed that an average game score falls approximately 0.5 on 10 from the average of the first 5-6 scores to the final average on Gamerankings a year after launch).

    So dude, I feel for you. It hurts to get lowballed like that especially as your 3rd or 4th review. What hurts even more in the end is that even though the average overall will come down by half a point or so, this review is so much lower than the average that it could possibly still be at the very bottom of the list.

    In the end, though, and in all fairness, I had to concede that both of the Splinter reviews were pretty honest. Furthermore since it seems to me that there are just too many games getting 8.5 or higher – I have to say that maybe Gamespot reviews are actually really accurate. Obviously sometimes a bias seems to creep in from nowhere, but that’s what gamerankings is for.

    If I said I would only play games rated 9.0 or higher, I still would not have time to play those games… and why don’t more games get a 1 or a 2 or a 3… god knows there are a boatload of those and many of them still get a 5/10. All that does is crowd up the middle with shit games and make it impossible to give a mediocre boring uninspired game a 5 and instead it gets a 7 and people waste their time wondering of they should play it or not.

    The solution – well, we need more game criticism to counterbalance the overabundance of game reviews. The reality is most reviews are just spouting off the same old crap that is being repeated on 100 other sites anyway. If some of these sites would switch over to providing in depth analytical criticism instead of reviews, guys like us wouldn’t need to get our hair in a knot over a review at all.

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  • Uh-oh. Hate to say it, but things aren’t running completely smoothly here.

    My Purolator Tracking Number indicates that Olsen was received at the Service Center in Courtland, Ontario at 11:58am on Friday, April 13th. But a check this morning indicates that it has not yet left the Service Center.

    The talented Michelle, with whom I spoke on the Customer Service Line on the morning of April 8th assured me that Olsen would be returned to me within 6-8 days of receipt at the Service Center. Even if we don’t count the day they received it, and even if we didn’t count the day they ship it back (that’s giving them 2 days for free), then at the very latest they should have shipped it out by the 26th. But they did not.

    I spent last week in Paris for some work stuff, and had really hoped it would be here when I got back so I could rock-the-fuck-out with Guitar Hero II, but alas, I will have to wait through the weekend and very probably 2-3 days more. At best I assume I can expect it in the middle of next week.

    Even more discouraging than these delays is the fact that the new X360 (the black one) hits the shelves tomorrow and I could have just said goodbye to poor Olsen and grabbed a new one instead. Oh well.

    If it’s not listed as shipped by 4pm on Monday I’ll give the Customer Service line a call to see if they can tell me what the status is.

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  • Or
    If We Would Just Kneel – And Why We’d Rather Die

    For all of the lip service we pay to the notion of convergence, how many of us really understand what it means? Most often in the game industry convergence is used exclusively to refer to the coming together of games and movies. More ideally, most people would have it mean that we in the game industry can learn from Hollywood and Hollywood can learn from games, and everyone will be happier and richer for it, and both players and moviegoers will benefit from a more entertaining, meaningful and even – potentially – a more ‘tailor-made’ entertainment experience.

    For me, well, convergence is the word that most makes me want to punch people in the face.

    con•ver•gence  k&n-‘v&r-j&n(t)s noun

    1: In Hollywood – the code word for a strategy to seduce publishers and developers in the videogame industry into manufacturing games to go along with lunch boxes, t-shirts, action figures and other blockbuster movie merchandise in order to nurture secondary markets around the faltering primary market of film making itself in the hopes of maintaining a cultural stranglehold on the 18-34 year old male market segment.

    2: In the videogame industry – a theoretical solution to the problem of expanding the market for games to include segments outside the traditional 18-34 year old male audience. It argues that game developers could learn from filmmaking creatives how to make their games more broadly or generally appealing. The argument is fallacious for reasons detailed below.

    Thankfully – while convergence is the buzzword that everyone whispers around the boardroom and at the shareholder meetings, the creatives in both Hollywood and the game industry are busy proving why convergence is little more than a buzzword. 300 is – in fact – the movie that proves that convergence between film and videogames is impossible.

    Snyder’s film rolls us back almost a hundred years of filmmaking to remind us what filmmaking is really about. His compelling, at turns disturbing and constantly electrifying visuals harken back to the apocryphal days when footage of a train steaming toward the camera would chase moviegoers out of the theatre for fear of being run down.

    He reminds us that a film is not a story – at least not ultimately, not finally, and not centrally. He reminds us that a film is a series of images moving very quickly. He reminds us that the story between those images – the story that takes place in Scott McCloud’s ‘gutter’ that’s whizzing by so fast you can’t perceive it – is important, but not as important as the story being told in each and every one of his 4,043,520 or so frames.

    What is 300 about? 300 is the story of a bunch of guys who fought to the death defending a way of life that we in the west ultimately take for granted to this day. And while it’s a great story, and a noble one, and important too – important enough that we’ve told it thousands of times and will probably tell it thousands of times more – the fact is that that is not what 300 is about at all.

    300 is not a movie about freedom. It is not a movie about the nobility of sacrifice for a cause. It is not a movie about fighting for the greater good or about standing up for what is right in the face of certain death. In fact, in all likelihood, claiming that it is about something so lofty and rational and intellectual is a bit of a slap in the face to 300 dead guys who would kick your ass for slapping them.

    At the high level – in terms of its plot and in terms of the kinds of emotions the movie wants you to take away and talk about over the water cooler the next day, sure 300 might be about some of those noble ideas. And it’s a good thing too, because those kinds of emotions – those lofty, rational, intellectual sorts of emotions we inherited from the Greeks who didn’t die at Thermopylae – those kinds of emotions are easier to put into language. Easier to sell. Easier to use to convince Larry from accounting to go see it next weekend.

    But at the low level, in terms of what a movie actually is, well, 300 is a hard movie to talk about. In terms of its visual story-telling, in terms of the things that 300 is really about – the things that 300 makes you feel – 300 is an important and challenging and profound film. But if 300 isn’t about all those lofty Greek things, what is it about?

    Well, 300 actually is about all those lofty Greek things. 300 is about the human form. It’s about the elegant simplicity of the physical. It’s about the beauty of the human machine, and the nature of the reasoning mind that compels it to put itself into situations that will rend it limb from bloody limb. And further, it is about the divinity of that conflict between the rational and the physical… the non zero sum conflict between our bodies and our minds that ultimately enables us to touch the spiritual, to rise above what we could ever achieve with our fists or our brains alone, or in concert.

    Every frame of 300 is a tribute to the beauty and the power of our fearsome flesh. 300 is four million paintings of sand in your eye, the taste of blood, a trickle of sweat on your back, a leather strap cutting into your shoulder, the weight of fatigue in hot muscles, the compression of energy into all of your tendons and the sudden directed release of that energy as a kinetic explosion that can rend another human being in half.

    It is the nature of this low level visual storytelling – these things that 300 is really about that makes it clear that 300 has more in common with dance or with music than it does with narrative. 300 is a movie that is easier to describe in poetry than in conversation. How does one describe a song, or the ballet, or a meal?

    On the surface, 300 reminds us that (many of us) are descended from a fine tradition of rationality and democracy. But in its heart – its bloody, beating, meaty and very delicious heart – 300 must also remind us that we are all descendants of a more terrible and considerably longer tradition. The few dozen millennia that gave rise to our minds are insignificant next to the time that was spent forging our bodies. As Plato tells us, we are men now, but we are animals first.

    Man is a civilized animal. Nevertheless, he requires proper instruction and a fortunate nature, and then, of all animals, he becomes the most divine and most civilized. But if he be insufficiently or poorly educated, he is the most savage of earthly creatures.
              Plato (427 BCE – 347 BCE)

    So what does all this have to do with convergence?

    Well, thanks to Snyder, the point is made. If 300 proves that filmmaking is ultimately, at its core, about low-level visual storytelling, and that the lofty high-level plotting of a movie, while often important, is simply not central to a film, then there can be no real or meaningful convergence between the two mediums. Music is about the low level sequencing of tones. Cooking is about the low level blending flavors. Film is about the low level sequencing of images. Games are about the low level interaction between player and system.

    Saying that games can learn from film and vice versa – while not entirely untrue – is only as true as saying convergence between cooking and ballet would make ballet taste better and would make meals better express the beauty of the human form. Ridiculous.

    So, if convergence is presented as a reciprocal agreement between the game industry and film industry that will improve the quality of both games and film, will consequently broaden markets for the game industry and secure markets for the film industry – but the core promise of improved quality through shared approaches is impossible, what remains of the reciprocal agreement?

    Unfortunately, things now start to look a lot more like the story of 300, and in this version of the story, Hollywood is our Xerxes. He’s really tall and really rich, and he has an indefatigable army at his disposal. We are outnumbered 1000 to 1. And in his mercy, he will allow us to remain masters of our realm, as long as we accept that our realm is the measly one of making games that are more like films. We will be kings of a very small barren rock in the middle of a great sea if only we will kneel and concede that the best a game can ever do to emotionally engage a broad and general audience is to emulate the techniques of filmmaking.

    Unfortunately, as it was with Leonidas and his Spartans, this is not only something loathe to us, it is something impossible for us. Even if we wanted to accept Xerxes’ terms and kneel, we cannot because making better games by learning from film is impossible.

    By my reckoning that’s where we stand. We’re between the Gates of Fire with no chance of victory. We can delay the inevitable, deny what we are, and sit passively by to watch the thing we care about be devoured alive as it takes its first steps into brighter future. Or we can resist. And fail. And in so doing show the rest of the world what that future looks like.

    As far as I know – and I should know – even with the new demands of fidelity and complexity that come with the next-gen consoles and PCs, 300 people are well more than enough to make a game that makes a difference. With that in mind, I know what I have to do.

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  • So a little while ago I blogged about this mentoring thing I was doing with Telefilm. It’s been pretty fun, and I learned a bunch and got to meet some cool people. One of the two teams I was mentoring in that initial round  the guys at Hothead Games in Vancouver – made it through the next round with their awesome concept ‘SWARM!’ which relies on some innovative machine learning technology to make some interesting new gameplay mechanics and potentially a really fun game.

    Anyway, now we’re into the next round and I have signed on to mentor another team. Since I’m not mentoring two teams this time, I don’t see any reason why anyone would care if I say which one. The team I’m mentoring now is a Montreal based team working on a sort of brain-training type of game called  MindHabits Trainer that aims to help players train and improve their social intelligence.

    There is a demo of a small part of the game playable on their site here. Sadly, I can’t seem to get the shockwave object that they provide the code to embed to work in my blog, so I can’t just have it playable right in my main page.

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  • So I didn’t have time to post about it during the week, but I received my box from Purolator on Wednesday, so everything is on or even ahead of schedule. That’s a good start.

    I created my first ever photo album to do a little walkthrough of what you get from Microsoft and what you need to do to ship them your poor shorted-out box.

    It’s pretty simple, really. You get a box with some foam pads, a plastic bag, two pieces of tape, an instruction sheet and a pre-paid return label. All you need to do is take all the accessories off the box, slip it in the bag, put the foam pads on either end of your 360, and put it in the box you just received. You seal it up with tape that they actually include in 2 pre-cut strips, then put the pre-paid shipping label on top of the original label.

    You can either take the box to Purolator, or you can arrange to have them pick it up – but if you arrange pick up it’s at your expense. Fair enough I guess. I have a Purolator about ten blocks from my house, so it was trivial for me to drop it off on the way to work on Thursday morning.

    According to Michelle on the customer service line, it should take 6-8 days for them to return it once they recieve it. My only uncertainty here is whether she meant I would have it back in 6-8 days or whether they would ship it in 6-8 days.

    Worst case, 3 days to get there, Monday, April 16. Then 8 days to repair is Thursday the 26th. Three days to ship it back is May 1st.

    Best case with 2 days shipping there, and if the 6 days includes return time, I could have it on my hands as early as Monday the 23rd.

    Most probably it will come during the week of the 23rd to the 27th… and I will be in Paris. Dammit.

    Anyway, no matter how I look at it, it’s all good so far. I’ve got a tracking number so I can figure out exactly when they recieve it and exactly when they ship it back. I’ll follow up with what will hopefully be a final post once I have it.

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  • So this (late) post will be my last one about GDC. It will briefly cover my impressions of my two favorite sessions which I already acknowledged will probably not be surprising to anyone. Both were design talks, and both tackled specific issues in design that I have thought about often, but have never had the chance to sit down and figure out in detail.

    Again – often the most important part of GDC for me is having access to the thinking that other really smart people have done so that I don’t have to do it myself. Both of these talks were exactly that, as I have in the last two years wrestled with precisely the things that these two talks were examining.

    Harvey Smith on the psychology of the Player-Avatar relationship

    Along with my own talk, this was one of Dave Perry’s Picks in the design track, and in my opinion Harvey’s talk torpedoed mine below the waterline and sunk it like the Bismarck. Harvey is wicked smart, and his design philosophy, and his talks at GDC, have always been very inspiring for me, as well as incredibly influential on the work I have done.

    Harvey talked a lot about a number of important concepts I have only had time to give passing thought to. I’m going to paraphrase some stuff here, but he talked about how we can build stronger player investment in and attachment to the avatar, and he talked about (what I call) the hybrid-entity that is the player-avatar. He talked specifically about ways to make the player feel a stronger sense of identity with the avatar giving specific repeated player actions an avatar-flavored realization.

    For example if in your game the player can be a Priest or a Barbarian or an Alchemist and you want all players to be able to heal themselves, then give the Priest the ability to pray to his gods for health, give the Barbarian the ability to eat his enemies hearts for health, and give the Alchemist the ability to make healing potions (part of that example comes from a specific game – I forget which). If the player is playing a Barbarian, he is likely going to feel a stronger attachment to a heart-eating ability than he would to some generic class-undifferentiated particle effect, even if the ability is mechanically identical. I feel more like a Barbarian when I eat hearts than when I see a blue swirly particle effect, and thus I feel more closely bonded to my avatar.

    Anyway, I left the talk with a better understanding of what it is that players (or even users – as the avatar is not a game-specific notion) use avatars for. Part mask, part expression of self, part statement of initial stance on the issues that will be addressed in the forum, part wishful idealization, avatars are a kind of projection of our self-image and all of the complexity that comes with that. He examined several techniques that designers can use to challenge players understanding of themselves, or to help players challenge their own understanding of themselves.

    In some ways, I think a better design understanding of avatar is central to moving our medium foward to the point where it can truly move the general public in an engaging and emotionally compelling way, because games are really the only medium where the player actively makes a statement about themselves when they engage the media, and that statement is made (partly) in their choice of avatar.

    Randy Smith on Save-Load

    The only thing I didn’t like about this session was that it was only 20 minutes.

    The original Splinter Cell had shitty checkpoints. Chaos Theory had save anywhere, but the game was so immersive that it was easy to forget to save. But how do I fix it? I hate the fact that players are punished with having to replay areas of a game, but at the same time, playing a game where you cannot lose is boring. This is a core dilemma in game design and one that needs really smart and detailed analysis.

    Randy’s (too-short) lecture looked at Save-Load compulsions principally from the standpoint of the psychology of risk analysis. Players will reload based on a risk analysis of what they have lost balanced against what they think they could gain. He looked at the different sorts of risk analysis players are typically asked to do in a game, and he pointed out how formal risk analysis is a pretty good indicator of how players will behave confronted with the kinds of losses and rewards games typically dole out. It seemed pretty clear from Randy’s presentation that – go figure – a better understanding of what the player is winning and losing in the moment to moment play will help us design better save systems that don’t degenerate as easily into save-crawling or into punishing cycles of replaying the same area repeatedly.

    As with so many things, understanding and using our tools better allows us to make better games. Along with Harvey, Randy is one of the sharpest designers out there and his deconstruction of this problem gives me better tools to use to make better games for one percent of the effort it would have taken for me to reach the same conclusions.

    So the reason these two sessions rank as my two favorites are simply because they are the most practical and useful for me. Randy and Harvey did the work that I would have done if I have not been spending so much time and energy thinking about Exploration. I haven’t yet had the chance to bug either of them for their slides, but if I manage to find out where they are available (neither seem to be in the GDC proceedings) I will let you know.

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  • Alright, so since Olsen (11-17-2005, 03-12-2007) gave up the ghost almost three weeks ago now, I have simply been too busy to deal with the situation, but last night I finally got my shit together and called 1-800-4MY-XBOX to see what I needed to do to solve the problem.

    Max – a polite but ‘trying-too-hard-to-be-cool’ voice-recognition help bot answered and tried to walk me through the steps to troubleshoot poor Olsen. I have the dreaded ‘three-red-lights’ issue, so I knew it was going to end badly anyway.

    First step was to remove the harddrive. Walkthrough failure right there. I couldn’t get the harddrive out. It’s never been removed since I got it at launch, so maybe it was a little stiff or something, but I just couldn’t pull the fucker out, so that was the end of Max (he could not understand this problem), and he passed me on to Jessie.

    Jessie was also polite, but ‘trying too hard to not sound too much like a voice-recognition help bot’. She must have apologized 300 times, to the point where it was starting to make me angry – so my one complaint up to this stage would be to have the operator apologize less. Jessie – are you actually sorry that I have a hardware failure? You shouldn’t be. It’s not your fault. It’s not even really Microsoft’s fault. It’s first gen hardware and it lasted over a year of pretty intensive use. Anyway, Jessie walked me back through the troubleshooting steps. This time, when I got to the remove the harddrive part, I once again could not pull it out. Unlike Max, Jessie didn’t experience an interupt (proof that either she was human, or MS is doing some really cutting edge shit with those help bots). Jessie put me on hold and went and asked someone what the hell she was supposed to do.

    Anyway – while I was on hold I thought to myself – fuck it, if I’m gonna have to send it in anyway, who gives a shit if I bust the harddrive getting it out? So I grabbed a screwdriver and pried the thing out of there. It popped out no problem. Nothing broke, and now it clicks in and out easily. Jessie comes back on, and I tell her I got the harddrive out, so we move onto the next troubleshooting steps. No HDD failure, no power supply failure. Congratulations sir, your console is fried.

    So – warranty time. Well, I had heard that MS extended the warranty on all their 360s by a year. That was good because, hey, 1 year warranty on purchase in November 05, add a year to that means everything is still covered, right? Wrong. Turns out that I only had a 3 month warranty on purchase, and further that MS didn’t add a year they extended the existing warranty to a year. So I’m not covered. I knew I should have played Dead Rising more and fried it before my warrenty expired. Oh well.

    So how much is it gonna be? $168.00 CDN says Jessie. They’ll send me a box via Purolator which I’ll receive in 3 business days, and then I’ll ship it (shipping is paid) to the service center, and they will send it back within 6-8 days. Entire turnaround should be about 2 weeks. I tell Jessie I have to think about it.

    What do I have to think about?

    Well, first, the new X360 Elite is coming out at the end of April. It’s 479.99. It’s packed with second gen hardware and a bigger HDD, and apparently it’s a lot quieter. Or I could consider putting that money toward a PS3. It seemed to me when I first read about the 360 warranty extension that it was really all about stopping people with hardware failures from buying a PS3 instead of repairing their 360. It seemed like a smart strategy, but if it has holes in it that still leave me out almost 200 bucks, well – that’s 200 bucks off the price of a PS3, right?

    So I thought about it overnight.

    Here’s the long and short of it. I don’t need a PS3 right now because there aren’t any games that I need a PS3 for, and because I don’t want to have to start replacing the hundreds of DVDs I own with BluRays and because I don’t have an HDTV. I might get a PS3 in the future, but it just doesn’t make sense for me to be an early adopter. On Microsoft’s side, I actually don’t have a problem with my ‘bad luck’ on the warranty. 1st gen hardware often fails. I was luckier than many – I know people who have gone through THREE 360s in the last 16 months. If it runs me 170 bucks because of a bit of rough luck, that’s the way it is. It’s not about the money. It’s about the service. I have heard a few nightmare stories of turn-arounds on 360 repairs. If that happens to me, it will be bad for Microsoft. They have my loyalty as a consumer. They have my willingness to give them my disposable income. They have earned my trust and respect through a solid working relationship, and my games have directly benefitted from their support. If this two weeks turns into two and a half months of hassle for no reason, well, there are other people out there who would like to have my money I’m sure.

    When I said a year ago that ‘the next-gen doesn’t start until Sony says it does’, I meant it. ‘Next-gen’ is not a technology war, or a price war, or even a war over better games. It’s a war for mindshare. Technology, price and games – these are the big battles in the war. The strategies in these battles are determined. Sony’s hardware innovation – for example – is pushing the envelope of what a console can do.

    The other part of the war is the battle for service and it’s not one big battle, it’s thousands – millions – of little ones. It’s a statistical battle. Each side spends millions on fuzzy concepts like training and staffing their tech support and customer service centers, improving the logistics in shipping and handling, pinpointing the ideal amount of time a caller has to talk to ‘Max’ before getting transferred to Jessie. Knowing how many times Jessie can apologize before it becomes annoying instead of appeasing. All of this for what might only be a 2-3 percent shift in mindshare. The question is will the 2-3 percent that comes out of this battle be the deciding factor in the war? Who knows? It seems like 2-3 percent is more than enough these days. We’ll see how close the ‘next-gen war’ really gets in the next year I guess.

    Anyway, this morning I called back and spoke with Michelle – who also apologized too many times. Maybe I should get 5 Achievement points everytime someone on the support line says ‘I’m sorry’. I gave her my credit card number and took the $168.00 hit. I’ll expect my box from Purolator to arrive in 3 business days – Thursday or Friday at the latest. I’ll get 1 year warranty on the repair, plus 1 free month of XBox Live, and hopefully everything will be fine. We’ll see what happens next.

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  • Dammit.

    Been wanting to squeeze in the time to throw up my thoughts on my two most favorite GDC sessions this year, but got terribly sidetracked. After returning from GDC, I had a little rush to close some things on the project before heading off to Paris for some big meetings. Then, back home for the weekend, and today I’m back in San Francisco again for some meetings with marketting here.

    In other news, Olsen bit the farm one night while playing Gears between GDC and the Paris trip. RIP little buddy. I got the red checker-board pattern and simply haven’t had the time to call MS and figure out what the hell I have to do with my pretty white brick. I find it particularly amusing to read Olsen’s posts about my gaming negligence. Good to know his bitch-circuits are still working even though the rest of his innards are fried. Bastard.

    Anyway, I’m in San Fran for a 2 hour meeting, so I should have time to throw up that final GDC post tonight or tomorrow. Will probably try and connect with some friends here for dinner, but other than that it’s going to be a dull trip.

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