Blizzard chose to plow ahead with a premature release of Warcraft III: Reforged largely because it had already taken pre-orders from players, according to people familiar with the decision. The company couldn’t bump the game too much more without potentially being forced to send out refunds and risking that fans wouldn’t buy the game again.
In notes from an internal postmortem of the game reviewed by Bloomberg, developers on Warcraft III: Reforged acknowledged this issue. "We took pre-orders when we knew the game wasn't ready yet," they said, adding later that the company needed to “resist the urge to ship an unfinished product because of financial pressure.”
The Blizzard spokesman said that “in hindsight, we should have taken more time to get it right, even if it meant returning pre-orders.”
In the beginning, the Classics Game team had ambitious plans. Throughout 2017 and 2018, developers revamped the game’s script and re-recorded all the dialogue. The goal was to rewrite scenes and flesh out characters to align them with the lore of World of Warcraft, the massively popular online game that had been evolving the story of the franchise for the previous decade and a half.
David Fried, a designer on the original Warcraft III who was briefly brought back to work on Reforged, said in an email that “there were things in the works for Warcraft III: Reforged that would have absolutely revitalized a classic game.”
But behind the scenes, things weren’t going well. Members of the team began worrying that they had promised more than they could deliver. Remastering Warcraft III was more complicated than their previous remake, StarCraft, thanks to its three-dimensional models. The team was small, the production was disorganized and the amount of work in front of them was daunting. It had taken months to revamp one of Warcraft III’s levels; now they would have to do the same for dozens more.
Morale plummeted.
Rob Bridenbecker, the head of the Classic Games team, was known for an aggressive managerial style, for taking frequent trips out of the country during production and a tendency to give unrealistic deadlines. Miscommunication became a serious issue across the team, as did arguments over the scope and art style, according to people familiar with the matter. Bridenbecker, who left Blizzard in April, declined to comment.
“We have developers who have dealt with exhaustion, anxiety, depression and more for a year now," the developers later said in the postmortem. "Many have lost trust in the team and this company. Many players have also lost trust, and the launch certainly didn't help an already rough year for Blizzard's image."
The team, which had a reputation of taking on outcasts from other Blizzard departments, was restricted in hiring due to a limited budget. Some people had to do multiple jobs at once, working many nights and weekends to try to finish the game. Technological obstacles and conflicts among the team only exacerbated the problems. A mass layoff of
nearly 800 people in February 2019 hollowed out Blizzard’s support departments, which also hurt the team. “We were missing and/or had the wrong people in certain lead roles," the postmortem said. "The team structure didn't set up the project for success."
Warcraft III: Reforged began gradually losing features. Management threw out the revised scripts and re-recordings the team had done, according to the people familiar with the process, choosing instead to stick with the original dialogue and voice acting.
Fried, who departed the project as it was rescoped, pinned the blame for these shifts on Blizzard’s corporate parent. “I am deeply disappointed that Activision would actively work against the interests of all players in the manner that they did,” he said. He added that it was “quite telling” that
Morhaime had resigned just weeks before Warcraft III: Reforged was presented in November 2018 at Blizzcon, the company’s annual fan convention.
The developers of the game blamed Bridenbecker and other executives. "Leadership seemed totally out of touch with the velocity and scope of the project until extremely late in development,” the team said in the postmortem. "Senior voices in the department warned leadership about the impending disaster of Warcraft on several occasions over the last year or so, but were ignored."
By the end of 2019, the Classic Games team had brought in help from all across Blizzard to finish Warcraft III: Reforged. It wouldn’t be enough.
When Blizzard releases a new game, there’s usually some sort of celebration — a lavish launch party full of drinks and speeches. For Warcraft III: Reforged, however, there were no champagne toasts; just wincing anticipation of how angry players would be when they saw how many features were missing from the game.
The next Classic Games project, Diablo II: Resurrected, due out in September, is being produced by other teams. The project was transferred to the Diablo IV team and Albany, New York-based Vicarious Visions, which was
absorbed into Blizzard earlier this year. People who have seen and played that game are optimistic about its chances.
Blizzard vowed to patch and update Warcraft III: Reforged, but progress has been slow. In lieu of official support, a group of fans began writing their own patches for the game, building a service called
Warcraft 3 Champions that aims to add back missing features. This version of the game includes a competitive ladder.
“We have a level of freedom that Blizzard could never have,” said John Graves, a member of the Warcraft 3 Champions team who has made the project his full-time job for the last year.
The Blizzard spokesman said the company has “a new team dedicated to updating Warcraft III: Reforged with improvements. In these efforts, we realize our work and actions will speak louder than our words. Across many projects, we’ve made process improvements, implemented better milestone planning, and improved visibility into work-in-progress.”
But a year and a half after launch, Blizzard’s Warcraft III: Reforged remains incomplete. And the company is left facing questions, including whether it will be able to recover from the brand damage caused by the missed expectations. “I think Blizzard lost some community trust,” said
Elizabeth Harper, editorial director for the website Blizzard Watch. “But they've earned quite a bit of trust over the years, and it will take more than one bad game release to destroy it.”