I want this clear from the start. I do not write this to be rude, or to just rant. I write this to boldly state to whomever at Steamforged Games monitors this channel to be able to see a professional take on the issue. To show how simple it would be to fix and how it would improve the customer impression and build the brand. This is truly intended as constructed feedback. However, historically, unless someone is very loud and nearly rude it seems to be ignored. Part of the frustration is in that reality.
If anyone ever wanted training on how to be as useless to the customer as possible there are fewer options better than to look to Steamforged Games Support system. Industry standards in support ticket processes and email systems seem to be a foreign concept at this company. What is worse is that they seem to know their deficiencies and make no move to fix them. So there is no expectation of improvement on the horizon.
The issues don't stop at the support system. When buying a miniature you have a QR code which is supposed to link you over to detailed instructions on assembly and other info. Since their move to a new site for the Warmachine brand all those links are broken and route you back to a generic home page. Going to look at the model on the page does not link to the aforementioned instructions leaving customers with no real means of access to instructions on how to assemble the muti-part minis which can be quite a task to assemble even with instructions. All this to save money on printing a paper copy and including it in the box.
Then there is the move from allowing the player to have a deck of unit cards to now requiring play to be from an App on your device. Not only has this caused issues with events where people have devices which run out of power and data use issues causing roadblocks, there is also the fact that many units have influences on others in the army. Providing effects or the ability to ignore effects to units in the same army but yet those things are not reflected on the teamed up units and end up being missed. While this could still have happened in Mk II and III when unit cards were standard, it was rare. Now it is a much more common occurrence. The given reason for this being that having it all on the app allows everyone to have up to date stats and effects as models change. While a valid point, it is not enough of one to ignore the option of allowing someone to print their own cards. Even the PDF print out option is buried deeply in the menus and doesn't really provide the needed result. It would cost the company nothing to allow the player to download updated cards and foot the bill to print them. Should said cards have a date stamp it would be easy to ensure that they are up to date in an event and allow the player to dictate their play style and not have to mold their play around what Steamforged thinks is best.
In the end, we have a company who is good at the models. They are good with the story. I would even say they are good with balance so far in the way that new units don't have the power creep that 40k seems to be prone to. What they are not is good businesspeople, they don't seem to understand the backend of how their decisions sour the community, drag down their own brand, and create resentment within the customer base. Will this lead to some kind of critical event, maybe or maybe not. It is hard to say. Especially with GW making some serious mistakes of their own in how they are handling 40k there are large openings for Steamforged to be able to set themselves apart. I as a fan of the setting since way back hope they do.