To: Christoph Hartmann, Managing Director, 2K Games.
Complaint concerning bad business practice; BioShock 2 PC 

Dear Mr Hartmann, 

I have been a player, and I must confess a fan of your company's video games for quite some time. Indeed, I have very fond memories of the games from your now consolidated developer PopTop Software, such as Railroad Tycoon and Tropico. Since the release of BioShock original in 2007, I have been most encouraged to see your company helping to publish and develop intriguing, entertaining and thoughtful video games, which help to stimulate and engage the player in different ways. 

However, it is with a deep sense of regret and disappointment that I must inform you that over the past year my positive feelings towards your company have waned and have alas been extinguished by the shambolic standard of customer service which has been provided to users of the PC version of BioShock 2. I am unfortunate enough that my copy of BioShock 2 does not function correctly on my PC, and frequently crashes to desktop after playing for approximately half an hour. Despite this major flaw, I very much enjoyed the game, although still prefer the original. Following lengthy investigation, through both contacting your support department via email and by my own diagnostic tests, I have been forced to conclude that it is your game which is causing the crashes, rather than an issue with my computer. Despite my numerous support emails to your company and despite promises of patches which might correct these issues, it has recently been announced that there will be no further updates to the PC version of BioShock 2, and therefore, no way for me to play the game I bought as intended. 

Furthermore, it has also not escaped my attention that the downloadable content for BioShock 2, "Protector Trials" and "Minerva's Den" previously slated for release on Xbox 360, PS3 and PC, has only been released on two of these platforms. It appears to be the case that these will no longer be released on PC whatsoever; a retraction of the statement previously issued. Naturally my disappointment is tempered heavily with a sense of resentment, in the fact that your company made a commitment to bring content to the PC, and then have manifestly failed to deliver on this commitment. 

As far as I can see, such decisions as to no longer patch the PC version or to support it with DLC were made from a business standpoint: No doubt your accountants calculated that it would not be very profitable to continue to support the PC further. However, from a ethical standpoint, your company's decisions are almost the definition of bad business practice. Companies that fail to deliver on their commitments, or do not support their products fully are not acting in an ethical manner, and are not going to forge good relationships with their customers. I consider the relationship of trust which exists between company and consumer as an important one, from which brand loyalty and optimism bias can be obtained. Nonetheless, I'm sorry to say that in this instance, I feel like my trust has been broken. 

I regret to say that this fiasco has severely damaged my opinion of your company and affiliated developers, and I will likely be refraining from giving you my custom in the future. 

Yours sincerely, 

Gareth Brading. 
 
Giant Bomb Addendum 
I wanted to leave a copy of my email here as well, since I am currently seething with a righteous sense of purpose, and wish for it to be seen. Other than that, I don't have much else to add here, except for Rock On Giant Bomb! :)

To: Christoph Hartmann, Managing Director, 2K Games.
Complaint concerning bad business practice; BioShock 2 PC 

Dear Mr Hartmann, 

I have been a player, and I must confess a fan of your company's video games for quite some time. Indeed, I have very fond memories of the games from your now consolidated developer PopTop Software, such as Railroad Tycoon and Tropico. Since the release of BioShock original in 2007, I have been most encouraged to see your company helping to publish and develop intriguing, entertaining and thoughtful video games, which help to stimulate and engage the player in different ways. 

However, it is with a deep sense of regret and disappointment that I must inform you that over the past year my positive feelings towards your company have waned and have alas been extinguished by the shambolic standard of customer service which has been provided to users of the PC version of BioShock 2. I am unfortunate enough that my copy of BioShock 2 does not function correctly on my PC, and frequently crashes to desktop after playing for approximately half an hour. Despite this major flaw, I very much enjoyed the game, although still prefer the original. Following lengthy investigation, through both contacting your support department via email and by my own diagnostic tests, I have been forced to conclude that it is your game which is causing the crashes, rather than an issue with my computer. Despite my numerous support emails to your company and despite promises of patches which might correct these issues, it has recently been announced that there will be no further updates to the PC version of BioShock 2, and therefore, no way for me to play the game I bought as intended. 

Furthermore, it has also not escaped my attention that the downloadable content for BioShock 2, "Protector Trials" and "Minerva's Den" previously slated for release on Xbox 360, PS3 and PC, has only been released on two of these platforms. It appears to be the case that these will no longer be released on PC whatsoever; a retraction of the statement previously issued. Naturally my disappointment is tempered heavily with a sense of resentment, in the fact that your company made a commitment to bring content to the PC, and then have manifestly failed to deliver on this commitment. 

As far as I can see, such decisions as to no longer patch the PC version or to support it with DLC were made from a business standpoint: No doubt your accountants calculated that it would not be very profitable to continue to support the PC further. However, from a ethical standpoint, your company's decisions are almost the definition of bad business practice. Companies that fail to deliver on their commitments, or do not support their products fully are not acting in an ethical manner, and are not going to forge good relationships with their customers. I consider the relationship of trust which exists between company and consumer as an important one, from which brand loyalty and optimism bias can be obtained. Nonetheless, I'm sorry to say that in this instance, I feel like my trust has been broken. 

I regret to say that this fiasco has severely damaged my opinion of your company and affiliated developers, and I will likely be refraining from giving you my custom in the future. 

Yours sincerely, 

Gareth Brading. 
 
Giant Bomb Addendum 
I wanted to leave a copy of my email here as well, since I am currently seething with a righteous sense of purpose, and wish for it to be seen. Other than that, I don't have much else to add here, except for Rock On Giant Bomb! :)

Bioshock and Bioshock 2 had diferent developers.
Bioshock 2 was a pure cash in, hence the support for it especially the PC version is minimal.
If you are ticked off to write an email to them regarding such a small matter what do you do about all the games from EA and Activision since they have simmilar policies regarding releases very very frequently, do you not buy their games either?

I totally get where you're coming from and agree with you, but I can't help but wonder why you've picked out this one small wave in the ocean of injustices that happen to PC games. I guess because Bioshock is a game you cared about and purchased, but still, all of that effort to form a well-written email and it's unfortunately not only going to go to waste, but even more so considering all of the many, many other problems and bad business practice that goes towards the PC. 
 
I guess what I'm saying is, I agree, but get used to it.

George Bush doesn't care about PC games!

Good letter, I couldn't have said it better myself.

"

Good letter, I couldn't have said it better myself.

"

Had the same problems with the game over here too. Props for writing this man.

A well written and strongly worded letter! 
 
Unfortunate to hear that the PC version of the game is essentially broken. Perhaps you can angle for a refund or maybe they'll reconsider a patch if this is a widespread bug. 
 
It's stuff like this that makes me really appreciate renting and playing games on my PS3. If they don't intend to release the DLC or provide further PC support they could have at least made sure that specific version of the game was running efficiently and effectively a working piece of software. Reminds me of KOTOR2 all over again.

I recommend signing off with 'Good day, sir!', then if they reply to your email, you can simply respond with 'I SAID GOOD DAY!'.

Hey, Gareth Brading! Demand a refund!

" @InfamousBIG: Well I don't see the connection. "

A simple "would you kindly fix BioShock" would've sufficed.

Right on brodda.

" A simple "would you kindly fix BioShock" would've sufficed. "

Stop your complaining, you can pick up Bioshock 2 on the 360 in the bargain bin for 10 bucks at the most.

I totally agree with everything you said and I was EXTREMELY disappointed to hear that after all the stalling, 2K just decided to quit supporting the PC. I can assure you that I will NEVER purchase another product with the 2K Marin logo on it.

" Bioshock and Bioshock 2 had diferent developers. Bioshock 2 was a pure cash in "