[Exclusive Interview] "Apologize Again" Game Users Protest Driving Trucks: The Reason Behind It [Han Seung-gon's IT Notebook]

'Fate Grand Order' Game Users Outraged by Sudden Event Cancellation
Protest in Front of Netmarble Headquarters with Truck... Criticism of Netmarble's 'Power Abuse'
Netmarble's Official Apology and Executive Resignation Fail to Quell Backlash
Users Say "Anger at Corporations Ignoring Consumers," Protests Continue Demanding Further Action
"Not Just a Simple Event Cancellation Protest," "Need to Change the Culture of Game Companies Ignoring Users"

Users protesting the cancellation of the online game event for "Fate/Grand Order," provided by Netmarble, are driving trucks and demanding a thorough investigation in front of the Netmarble headquarters. Photo by Users Protesting Netmarble

[Asia Economy Reporter Han Seung-gon] Online game service company 'Netmarble' is facing strong protests from users after ending an in-game event before the service period was completed.

Users have installed electronic billboards with their protest messages on trucks and are holding an unprecedented demonstration heading to Netmarble's headquarters located in Guro-gu, Seoul.

Previously, the mobile game 'Fate/Grand Order' serviced by Netmarble gave users in-game currency (coins) every time they logged in starting from the 1st of the month. However, Netmarble abruptly canceled the event on the 4th without prior notice.

As a flood of angry user protests followed, Netmarble issued an apology on the 6th and took related measures, but users expressed that they could not accept the apology and vented their frustration. Eventually, the head of the relevant division took responsibility and resigned, and although Netmarble repeatedly apologized, gamers' anger has not easily subsided.

Game users unanimously regard this as a legitimate consumer rights movement against corporate tyranny. Below is a Q&A session with several participants involved in the truck protest, summarized from multiple responses.

- Please introduce yourself.

▲ I am active in the minor gallery (online community) for the game 'Fate/Grand Order,' which sparked this incident. My nickname is 'Nasal.' I am 30 years old this year and work in research. I have been playing 'Fate/Grand Order' since the Korean server opened.

My other gaming experience ranges from the subscription era of 'Baram-ui Nara' to the recent 'Cyberpunk,' enjoying games for a long time.

- Why do you think this incident happened? Some say, 'Why go this far over a game event cancellation?'

▲ I believe gaming is no longer just a pastime but will soon become a culture that spans generations. Therefore, this matter is important. Companies should not view games merely as 'money extraction devices' but should have a sense of responsibility as cultural content providers.

We want to share opinions on an equal footing with game companies, not be seen as beneath them. If people say, 'Why go so far over a game...,' I want to ask again what kind of investment can there be in a game company that cannot even properly operate a single game.

The protest against Netmarble's unjustified event cancellation is also a legitimate consumer protest against all games Netmarble has operated so far.

The main reason is the loss of trust due to Netmarble's negligent service provision. This issue encompasses not only the cancellation of the 'Fate/Grand Order' event that triggered this incident but also all currently operated Netmarble games.

We judge this incident as not just a problem with one game but a result of long-standing unfair discrimination and lack of communication toward consumers by a single company. Therefore, we believe we represent most of Netmarble's consumers in handling this case.

Many gamers from other Netmarble services, angered by Netmarble's past actions, are also involved. There are also many who do not play Netmarble games but support the movement for change in the game company triggered by this incident. This is an outburst of anger toward Netmarble, which has not listened to users' opinions until now.

The reason for this incident is clear. Contrary to Netmarble's slogan of being the 'No.1 communication company,' they have not communicated with users in most games and have only issued one-sided 'notifications.'

Without any explanation or apology for incidents and accidents, they dismissed the situation as 'misunderstandings' and made absurd requests for users' 'broad tolerance and understanding.' Moreover, complaints about the serviced games erupted all at once.

Users protesting the cancellation of the online game event for "Fate/Grand Order," provided by Netmarble, are driving trucks and demonstrating in front of the Netmarble headquarters. Photo by Users Protesting Netmarble

- The situation is serious, with trucks heading to Netmarble's building and strong participation in user protests. How many users are participating in the protests?

▲ It is difficult to estimate the exact number of participants. Regarding the truck protest and related activities, about 500 people have helped with fundraising within the limits of the Donation Act. Based on verifications from various communities, the estimated number of participants exceeds 40,000.

About 9.4 million KRW was raised over the past weekend. This support was received in just two hours. The 'truck protest' was inspired by the precedent set by fans of the 'SKT T1 team' in 'League of Legends.' There is no set end date for the protest. If the truck protest is insufficient, other methods may be employed.

- Netmarble has officially apologized for this incident, but many users say they cannot accept it. What do you think?

Photo by Netmarble, apology statement posted on the 6th

▲ Currently, Netmarble's official apology only fuels the anger of everyone watching this incident.

The apologies issued so far do not address the disregard shown toward users. At present, there are no favorable opinions regarding Netmarble's apology. Everyone believes that there has been no clear identification of the cause or a sincere apology for this incident.

- Specifically, why do you distrust Netmarble's apology?

▲ The apology is not really an apology, so no one pays attention. The person responsible must apologize personally with their name and title and provide a complete explanation of the parts previously called 'misunderstandings' by the company before we even consider accepting the apology.

From the distribution of in-game currency, which differs from other country servers, to other events, there needs to be a clear explanation of how things will be handled and how communication with users will be conducted.

The moment they say something like 'We will try harder,' which is a mere excuse, we have no reason to listen further.

Users protesting the cancellation of the online game event for "Fate Grand Order," provided by Netmarble, are driving trucks and demonstrating in front of the Netmarble headquarters. Photo by Users Protesting Netmarble

- So, if Netmarble does not take appropriate measures, could such protests happen again at any time?

▲ We will judge based on Netmarble's future response. We believe this incident is unprecedented in Korean gaming culture. This incident is about the anger caused by deceiving loyal consumers who gathered for the game, not just users who trust the game company.

- Any message for Netmarble?

▲ Many users are lending us their support regarding this incident, and most of Netmarble's consumers, not only those enjoying 'Fate/Grand Order,' are participating.

Our demands are an apology to the users involved in the current situation, a detailed announcement of follow-up measures, and disclosure of detailed information about future service operation plans.

- Finally, any last words?

▲ We thank everyone who has helped with this incident and ask everyone to take special care of their health amid the COVID-19 pandemic. We also hope this truck protest will set a good precedent and improve the culture of game companies ignoring users.

Meanwhile, on the 12th, Netmarble posted its fourth apology on the official 'Fate/Grand Order' cafe. In this apology, Netmarble announced, "Park Young-jae, the head of the business division responsible for the game, will step down, taking responsibility for all decision-making and communication issues."

In the apology, Director Park explained, "After I became actively involved in the operations and the first Start Dash campaign was launched, I realized through an official cafe post that our campaign was being applied incorrectly. I judged that the reward amount was too large compared to several planned campaigns and events, and on January 4th, I ordered an immediate suspension and a review of the cause." He apologized, saying, "I deeply regret and reflect on the fact that decisions were made without considering the situation and feelings of the Masters."

He continued, "We will promptly finalize the monthly campaign plan previously announced, additional communication measures mentioned above, and other responses to improve the service."