Players of Star Trek Fleet Command are very aware of the, almost weekly, game performance issues. The performance issues range from minor bugs in the game, to issues that require the game to be taken down for several hours of maintenance at short notice. When this downtime happens, players miss out on daily/weekly event points - Scopely do offer recompense, by way of "gift" packs for those players affected, although not everyone affected receive these "gifts", and when this is raised as a problem to the support team, no investigation happens and the player is given a stock response (which usually does not address the problem raised) and the ticket closed. 

Many players purchase in-game "packs" and these range from £4.99 (2 packs at this cost) to £89.99. Scopely are making a huge amount of money from this game alone, and they have a catalogue of other games.

It is very clear, due to all other maintenance windows, and the state of the game once reopened for players, that either very little, or no in-house testing is completed by the Scopely development team. After each game update, there are problems (bugs) for days, weeks and sometimes months, that go unresolved. Some issues are fixed by the development team in real-time, but generally, that then leads to further bugs being reported. The only part of the game which consistently works is the store, for purchasing additional bundles/packs. When these problems occur, there is a severe lack of progress updates on issues being fixed, sometimes there is no acknowledgement of issues at all, and still the recompense (when recompense is given) is the minimum amount and not equal between player levels. Thousands of players, globally, play Star Trek Fleet Command and face these issues. And thousands of those people purchase the additional in-game bundles.

Should nothing be changed with this game, thousands of players will continue to face these problems in the game, continue to purchase the additional bundles in the game, and both new and tenured players will eventually give the game, due to these problems, but have spent money in order to progress.

Currently, Scopely, are not giving this game the development team, the customer care advisers or the attention to detail, comparable to the huge amount of money that is being spent in it by the players. This loop will continue to run, where players join, spend money, not get any results due to bugs in the game, then leave and Scopely has gained money, but does not invest that into improving the game, just more marketing to continue the loop.

In the current state of the world and economy, people use games like Star Trek Fleet Command to escape day-to-day life, join a community of like minded others, and have a stress-free outlet. Unfortunately, due to the game issues, the lack of customer care, and those players issues going unheard, it has became more stressful for players, who have been playing for some time, but not reaping any benefits. Again, those tenured players are allowed to leave the game, because money has been taken and more players will always be found because the majority of money seems to be for marketing campaigns. The cycle continues.

Scopely should produce a complete plan of improvements and fixes to Star Trek Fleet Command, with achievable milestones and how these will effectively be carried out and communicated. A plan to have the correct people in the correct positions to carry out this plan. The plan should include the teams and employees necessary for each level of the testing phases and sign offs required by team lead. Complete contingency plan for a rollback out of production when X% of post release bugs are reported. Active communication of status updates to players at set intervals (i.e. hourly) while the resolution is being completed. Necessary amount of customer care advisers responding to tickets raised - 24 hour staffing as this is a global platform. A specific date for these processes to be completed and in effect. Communication currently happens by a number of Scopely employees replying to individual players in a channel on Discord. These employees are often noticeably frustrated, as they mention numerous times that they are awaiting an update from development teams also.

Should Scopely not be able to meet these requirements, then a plan in place for the players to receive a percentage of money back that has been spent by them in-game within the last calendar 6 months. Should issues be prolonged and a set resolution date not be given, that player will receive 100% of any monies paid to scopely within the last calendar 6 months.