This is the first time on the Xbox Wire 343 Industries has apologized and addressed Halo: Master Chief Collection troubles.
Halo: Master Chief Collection launched to a rocky start in matchmaking, and the company has already apologized several times, but now 343 Industries studio head Bonnie Ross has issued an apology on the Xbox Wire for the first time.
Ross acknowledged fans' frustration and admitted the company had "not delivered the experience you deserve."
Halo: Master Chief Collection launched on Nov. 11. Since then, players have experienced bugs in the user interface and matchmaking, and patches have not done much to fix the situation.
"I personally apologize for this on behalf of us all at 343 Industries," Ross said. "Our team is committed to working around the clock until these issues are resolved."
Ross explained 343 Industries has encountered issues in matchmaking that were not apparent in an internal test environment. Matchmaking times are long, and session success rates are low. Fixing the matchmaking issues is 343 Industries' first priority. It is also working with the Xbox platform team to make server-side adjustments, and it will release updates to address issues in the campaign and user interface.
"Know that we're trying to be as nimble as possible to put fixes in place," Ross said. "We are planning multiple server-side tweaks and game content updates over the coming weeks. Looking forward, I want to give you a high-level cadence of the latest updates we're currently working on. Development and testing of our latest conent update continues and we are on track for release later this week."
Ross noted 343 Industries will "make this right" with fans once fixes are in place.
She closed the letter to fans with the following: "Please accept my heartfelt apologies for the delay and for the negative aspects of your experience to date. We're doing everything in our power to resolve it as quickly as possible."