Netmarble’s CEO Kwon Young-sik’s apology was posted on the Fate/Grand Order official cafe at around 8 pm on the 17th. CEO Kwon said, “On behalf of the company, I apologize for causing inconvenience and concern to customers,” and “I will tell you about the part I have confirmed and follow-up measures for the many reprimands you have given so far.” Said.
There are three main points of this apology. First, he explained that the cessation of the Start Dash campaign occurred because the current head of the headquarter in charge was unable to grasp the purpose and details of the event. CEO Kwon said, “I apologize once again for the fact that the campaigns run by the company are a promise with customers, so despite having to pay close attention to the progress and interruption, we stopped without sufficient consultation and caused the current controversy.”
Next, Kwon mentioned the difference in service between the Fate/Grand Order Korean server and the server in other countries that users raised. CEO Kwon said, “Fate/Grand Order domestic service started more than two years later than other countries, and depending on the content of the event, there was a concern that it was not possible to proceed entirely with other countries.” “We do not provide sufficient service to customers. It was regrettable that I could not do it, and accordingly, I confirmed that the Start Dash campaign was planned more actively.” Including existing users in the start dash campaign beneficiaries of the Korean server only partially admitted to users’ problem raising that it is to supplement free goods that are provided less than other servers.
Finally, we apologized for the controversial post in the anonymous community. CEO Kwon said, “When dealing with customers, we have to be careful with words and lines, but through inappropriate and irresponsible writing, we hurt our customers.” He said, “Our mistake of not sufficiently educating employees in advance.” said.
CEO Kwon promised to hold a meeting in February through an apology. Details of the meeting will be disclosed in the first week of February when the entire reorganization of the Fate/Grand Order Korean service organization is completed.
The controversy over the Fate/Grand Order was triggered on the 4th, when the’Start Dash Campaign’, an event that presents goods including Seong Jeong-seok, where you can select a character simply by logging in, failed to meet the set deadline and suddenly stopped. Regarding this, suspicion was raised among users that there was external pressure from the developer Delight or the distributor Anyplex, but the backlash from users became more intense as Netmarble revealed its position that it was decided by itself. Angered users started a truck demonstration in front of the Netmarble office on the 11th, and this continues today.