Waxangel Profile Blog Joined September 2002 United States 29085 Posts Last Edited: 2013-03-29 03:25:29 #1



Key points:

GomTV happy with what they achieved in 2012, especially their overseas ventures.



GSTL didn't go as well as hoped, learned lessons for 2013.



Looking for a European partner to work with.



New studio is a means to expand to more esports categories, and to more game based content in general. (They have teasered a Dota2 show since, as well as showing team-game capable booths)



Reproduced with permission of ThisIsGame – Original article



Original article and interview by Kim Gyeong Hyun of ThisIsGame Esports. Article has been edited for clarity. Some content that is no longer relevant has been omitted.



Looking back at the 2012 GSL Tour.



2012 was another busy year for GomTV. Five GSLs and three GSTLs were held, and two finals were held overseas. While there was a feeling that the popularity of StarCraft II: Wings of Liberty had lessened, the GSL was active on stages in Korea and overseas, spreading its name. What kind of year was 2012 to GomTV and the GSL Tour?



Director Chae picked the fact that GomTV was able to show the world its production skill to the world as the most important achievement. GomTV took care of the production for IPL Season 5 where the Code S Season Four semi-finals and finals took place, and received good reviews from foreign fans and industry insiders.



This is a bit late, being an interview from mid-February. Even with some kind of major Blizzard announcement coming next week, I figure a good portion of this is still relevant. Anyway, here's an interview with Mr.Chae performed by ThisIsGame, translated by GomTV's request.Original article and interview by Kim Gyeong Hyun of ThisIsGame Esports. Article has been edited for clarity. Some content that is no longer relevant has been omitted.2012 was another busy year for GomTV. Five GSLs and three GSTLs were held, and two finals were held overseas. While there was a feeling that the popularity of StarCraft II: Wings of Liberty had lessened, the GSL was active on stages in Korea and overseas, spreading its name. What kind of year was 2012 to GomTV and the GSL Tour?Director Chae picked the fact that GomTV was able to show the world its production skill to the world as the most important achievement. GomTV took care of the production for IPL Season 5 where the Code S Season Four semi-finals and finals took place, and received good reviews from foreign fans and industry insiders. "The biggest thing we got out of 2012 was deploying our entire production team to an overseas final. After GomTV directly produced an event in North America, the local fans started to recognize our quality. Not only IPL felt this, but there was a good reaction from onlooking Blizzard main office as well. League of Legends people also rated our production ability highly. We confirmed that have good ability at not only operating a league, but at production as well, and we appealed to other publishers. I think that's the biggest achievement."



Unlike the 2012 GSTL Season 1 finals held at IPL4, the Code S Season 4 semis and finals held at IPL5 was a large event that received a satisfactory rating even internally at GomTV. The good results were not limited to just tournament organization and production, but to merchandising, promotion, and to additional programs such as the World Championship as well. Unlike the 2012 GSTL Season 1 finals held at IPL4, the Code S Season 4 semis and finals held at IPL5 was a large event that received a satisfactory rating even internally at GomTV. The good results were not limited to just tournament organization and production, but to merchandising, promotion, and to additional programs such as the World Championship as well. "It was very meaningful that the know-how for StarCraft II we gained over a long time was transferred to the fans." was GomTV's internal evaluation.



The support of foreign fans towards the GSL in 2012 was absolute. Thanks to that, there was no major change in foreign viewership of the GSL despite overall reduction in the popularity of StarCraft II. Terms like Code A, and Code S became terms used regularly by even international casters.



was GomTV's internal evaluation.The support of foreign fans towards the GSL in 2012 was absolute. Thanks to that, there was no major change in foreign viewership of the GSL despite overall reduction in the popularity of StarCraft II. Terms like Code A, and Code S became terms used regularly by even international casters. "There was a feeling that the popularity of StarCraft II was going down in 2012, but the GSL retained a level similar to 2011. The fascinating thing is that foreign fans give us absolute support for all of our actions. There are often times when I suddenly realize that the GSL has a lot of meaning overseas. It's become regular for foreign league organizers, casters, and fans to say "this guy's Code S class, Code A class." Players are always hyped like "Life is a Code S champion, Jjakji is an ex-Code S champion" etc."



2012 was also the year where KeSPA players started to compete in the GSL. The process wasn't smooth, but the end was result KeSPa players adding diversity to the GSL. Director Chae deduces that fans who liked the GSL from the beginning enjoy the games themselves, while the hardcore fans of KeSPA players are very involved with individual players. 2012 was also the year where KeSPA players started to compete in the GSL. The process wasn't smooth, but the end was result KeSPa players adding diversity to the GSL. Director Chae deduces that fans who liked the GSL from the beginning enjoy the games themselves, while the hardcore fans of KeSPA players are very involved with individual players. "I can't reveal exact numbers, but Korean viewership has increased in 2012 from 2011." said Chae. It seems that the participation of KeSPA players has had a positive affect on the expanding the GSL's Korean fanbase.



There weren't just good results. During five GSLs, some seasons just weren't as exciting, while the GSL was criticized for its inability to gather crowds for its finals. Director Chae feels that the GSTL was particularly regrettable. At first, it was planned to hold two seasons as a full, round-robin league. But due to internal circumstances, the GSTL was split into three seasons, and interest in each season was diminished. Also, the lesson was learned that double-elimination did not fit a team level league.



It seems that the participation of KeSPA players has had a positive affect on the expanding the GSL's Korean fanbase.There weren't just good results. During five GSLs, some seasons just weren't as exciting, while the GSL was criticized for its inability to gather crowds for its finals. Director Chae feels that the GSTL was particularly regrettable. At first, it was planned to hold two seasons as a full, round-robin league. But due to internal circumstances, the GSTL was split into three seasons, and interest in each season was diminished. Also, the lesson was learned that double-elimination did not fit a team level league. "In order to cast of all the regrets about GSTL, it was decided there would be just two seasons in 2013, held as full leagues. The final held at Haewoondae Beach (GSTL Season II finals) was at too large a location, and the crowd ended up looking sparse. The Walker Hill hotel where the Blizzard Cup finals was held was not a good location to gather a lot of fans, and holding it during the year end holidays was a problem. We learned valuable lessons for holding finals in 2013."



The fruits and lessons of 2012 had a large affect on GomTV's strategic planning for 2013. The fruits and lessons of 2012 had a large affect on GomTV's strategic planning for 2013. "The results we got from IPL have had a positive effect, so production and business partnerships with foreign leagues will be a big point. I judge that we can be more aggressive in this regard. The indicators we are getting from leagues running 2013 are very good. There will be a lot of changes this year in terms of league schedules and acquiring large event venues."





Heart of the Swarm to give wings to the GSL



One of the decisive reasons 2013 will be an important year for GomTV is the release of StarCraft II: Heart of the Swarm. It's an opportunity for the prestige and know-how GomTV has built since the Open Seasons of 2010 to truly shine. With League of Legends booming worldwide, HotS is a very important title for Blizzard.



One of the decisive reasons 2013 will be an important year for GomTV is the release of StarCraft II: Heart of the Swarm. It's an opportunity for the prestige and know-how GomTV has built since the Open Seasons of 2010 to truly shine. With League of Legends booming worldwide, HotS is a very important title for Blizzard. "It feels like WoL was a game that was almost exclusively for laddering. The UI was difficult as well. However, the the UI has become more direct and easier in HotS. Casual/Light users can more easily enjoy the game, and the social aspects have been strengthed. The social functions of a game are very important, and HotS hasn't missed out on this fact. Within the game, you can see a lot of points that cater to lower level players. I'm certain that HotS will be able to attract more light users than WoL."



"More than anything, Blizzard is really taking in a lot of feedback. They are working to fix the areas they are lacking in. It's very positive that Blizzard show us this side of themselves. If they can become more flexible as an already very accomplished game developer, I think they can regain the glory of their golden age."



It's been a two year wait for the expansion pack after the release of WoL. In the case of its predecessor in StarCraft 1, it was released in April of 1998, with the sequel Brood War coming out just seven months later. Because of the expansion that was delayed more than expected, GSL experienced a problem with fatigue. Because so many games were played, there was definitely a period where fans and players experienced bordome.



It's been a two year wait for the expansion pack after the release of WoL. In the case of its predecessor in StarCraft 1, it was released in April of 1998, with the sequel Brood War coming out just seven months later. Because of the expansion that was delayed more than expected, GSL experienced a problem with fatigue. Because so many games were played, there was definitely a period where fans and players experienced bordome. "Despite the fatigue, there were seasons like Hot6ix GSL Season Four where there were a ton of amazing games. The present 2013 Hot6ix GSL Season One is also producing good games, as players are motivated due to it being the final WoL season. However, the fatigue problem continues to exist in WoL. HotS can solve this problem in an instant. It's in Beta, but there are a lot of fans who are enjoying it, and I'm looking forward to seeing if the first HotS GSL season can have the impact of the first WoL seasons of the GSL."



Director Chae expressed confidence that the GSL would continue to hold its current prestige in HotS as well. It's not confidence that is unfounded. It's confidence that can be shown because there's two and a half years of results behind it. The biggest weapon is the fiercely competitive Code A - Up/Down - Code S league format. This format makes it so that not only Korean fans consider the GSL champion the greatest player of the moment, but foreign fans as well. Director Chae expressed confidence that the GSL would continue to hold its current prestige in HotS as well. It's not confidence that is unfounded. It's confidence that can be shown because there's two and a half years of results behind it. The biggest weapon is the fiercely competitive Code A - Up/Down - Code S league format. This format makes it so that not only Korean fans consider the GSL champion the greatest player of the moment, but foreign fans as well. "I don't know how the shape of the industry will change, but the GSL will preserve its current prestige and position no matter what. We will keep the current system, and I think that other leagues might even benchmark the GSL system."



The GSL Tour to advance to France? [misleading]



GomTV has continuously said that they will expand investment into the GSTL in 2013. It's not just because of regrets lingering from 2012, but because the GSTL is a very important league to the teams, specifically the eSF teams. As the chair of the eSF, GomTV places a lot of importance on the GSTL as well. The GSTL prize money becomes valuable operating funds for teams. The GSTL also plays an important role in giving exposure to team sponsors.



GomTV has continuously said that they will expand investment into the GSTL in 2013. It's not just because of regrets lingering from 2012, but because the GSTL is a very important league to the teams, specifically the eSF teams. As the chair of the eSF, GomTV places a lot of importance on the GSTL as well. The GSTL prize money becomes valuable operating funds for teams. The GSTL also plays an important role in giving exposure to team sponsors. "In order to hold GSTL as a full league, we decided to hold two seasons. While we'd like to hold a double round robin like the Proleague, but the conditions aren't right for that yet. After seeing the results of the first season, we'll think on the exact league schedule or format of the next league."



The biggest investment is in extending the length of the league. That itself causes an increase in production costs. The HotS GSTL pre-season could be seen as a form of investment. We wanted to help the eSF players make a smoother transition to HotS. Also, we think that alongside the individual leagues, the GSTL is a way to increase exposure for eSF players."



GomTV wants to give a feeling that the 2013 tour is 'meaningful.' The GSL will be reduced to four seasons from five, and the GSTL from three seasons to two. It's not because GomTV is in a worse situation. It's the result of convincing research and analysis.



GomTV wants to give a feeling that the 2013 tour is 'meaningful.' The GSL will be reduced to four seasons from five, and the GSTL from three seasons to two. It's not because GomTV is in a worse situation. It's the result of convincing research and analysis. "In 2012 we held five GSLs. Among those, season five had poor success due to a rushed schedule. Because we were holding five seasons, it was inevitable that one of them would have to be rushed. While it could be good for players to compete in more tournaments, we judged that it wasn't always the greatest thing from a viewers' perspective. We thought it would be good to hold four, quality seasons with thorough preparation."



The GSL is a tournament with a lot of meaning in Korea's esports industry. In 2011 it held Code S together with Blizzcon, and in 2012 it traveled to Las Vegas for the GSTL and GSL finals. For a single tournament's finals to regularly travel abroad and gain explosive popularity from the local fans was something that couldn't be imagined before 2011. In 2013, GomTV wants to make new challenges.



The GSL is a tournament with a lot of meaning in Korea's esports industry. In 2011 it held Code S together with Blizzcon, and in 2012 it traveled to Las Vegas for the GSTL and GSL finals. For a single tournament's finals to regularly travel abroad and gain explosive popularity from the local fans was something that couldn't be imagined before 2011. In 2013, GomTV wants to make new challenges. "When we first made the GSL, the topic Gretech's Mr. Bae, Mr. Oh, and I talked about was holding a final in Las Vegas. That dream has been achieved. Recently, we're thinking it would be good to expand to a different country. The USA is the country that watches the most StarCraft II, and after that there are countries like Canada, Australia, Spain, the UK, Germany, and France. We're looking for a European partner, to see if we can produce something together. "



GomTV is a company that's actively communicating with foreign league organizers. They have a considerable network in place with major tournaments such as MLG, IPL, IEM, etc. It's a proud point for the eSF, who has many players travelling to foreign tournaments, to have GomTV as their president company. As the president company, GomTV's main goals are the stability and safety of the eSF teams, and more active and easy participation in foreign tournaments. They say there could be a possibility of improved relations with NASL, an organization that had clashed with a former incarnation of the eSF.



GomTV is a company that's actively communicating with foreign league organizers. They have a considerable network in place with major tournaments such as MLG, IPL, IEM, etc. It's a proud point for the eSF, who has many players travelling to foreign tournaments, to have GomTV as their president company. As the president company, GomTV's main goals are the stability and safety of the eSF teams, and more active and easy participation in foreign tournaments. They say there could be a possibility of improved relations with NASL, an organization that had clashed with a former incarnation of the eSF. "The most important thing is to preserve the eSF teams without incident. That is the first and foremost goal. In terms of foreign partnership, we've cooperated with IPL and MLG in the past. We are working on cooperating with the NASL now, as well. We're working on solving the deposit issue which was the biggest problem in the past. We're working on getting the deposit waived on the back of the eSF's credibility. If that's difficult, we're considering paying the deposit for the teams instead."



"We will help eSF players compete in foreign tournaments however possible. Of course, in order to give them that freedom, there needs to be some kind of policy device. There are a lot of things GomTV has in mind at the moment. We're also working on a various ventures as a way to share revenue with eSF teams at the end of the year."



As mentioned before, the GSL has been continuously criticized for its lack of prestige in Korea. The 'heat' you feel for the GSL in Korea and outside is very different. GomTV, too, takes this criticism to heart. Thus, they are looking at two ways to increase their recognition inside Korea in 2013. They will be expanding their platforms, and moving their studio. Especially, moving the studio has an important meaning. Mr. Chae's seriousness was noticeable in every single word.



As mentioned before, the GSL has been continuously criticized for its lack of prestige in Korea. The 'heat' you feel for the GSL in Korea and outside is very different. GomTV, too, takes this criticism to heart. Thus, they are looking at two ways to increase their recognition inside Korea in 2013. They will be expanding their platforms, and moving their studio. Especially, moving the studio has an important meaning. Mr. Chae's seriousness was noticeable in every single word. "We will start moving into portal sites and other platforms. The company policy regarding this has changed this year. Since the second half of 2012, the policy has been to allow the most people possible to enjoy the GSL. The pre-season will be streamed lived together with Naver (a major Korean portal site). Outside this, we've expanded to SportsOne (cable TV channel), AniBox (cable TV channel), AfreecaTV (Korean streaming site), TwitchTV, etc. On Twitch TV in particular, we get twice as much viewership as other leagues. Diversifying our platforms is very important to us."



"Another point is moving our studio. It's a project that cost a lot of money, near one year's budget. However, we thought our only weakness was our studio. In the case of platforms, the times are changing and so we don't think there's a big difference. But in terms of being able to gather fans in an eaily accessible studio, we had a weakness we had to overcome. Also, moving our studio is a sign of our determination to expand beyond StarCraft II and discover a variety of esports categories. You can interpret it as our desire to make ourselves the top esports channel in Korea."



The end of the Mokdong Era. GomTV, now Gangnam Style!



Finally, what the GSL fans had been wanting so much finally happened. GomTV will move their studio to Samsung-dong in Gangnam-gu this March. It is the "GomTV Gangnam Studio,' with its name well-known worldwide thanks to Psy. You can even recall Gangnam Style playing during the ad breaks in between GSL broadcasts. Could you say GomTV contributed to Gangnam style's global success? Anyway, GomTV will leave Mok-dong and begin its Samsung-dong age. Further more, Director Chae says this is statement of intent from GomTV.



Finally, what the GSL fans had been wanting so much finally happened. GomTV will move their studio to Samsung-dong in Gangnam-gu this March. It is the "GomTV Gangnam Studio,' with its name well-known worldwide thanks to Psy. You can even recall Gangnam Style playing during the ad breaks in between GSL broadcasts. Could you say GomTV contributed to Gangnam style's global success? Anyway, GomTV will leave Mok-dong and begin its Samsung-dong age. Further more, Director Chae says this is statement of intent from GomTV. "We want to take the exact same 'audience-friendly' concept from the Mok-dong studio. We want to welcome the fans and provide services for them to make them comfortable. I was at the Gangnam studio yesterday, and it was more than twice as large as the Mokdong studio and the ceiling is much higher. I think that it will become far more grand than Mokdong. It will be a studio used for StarCraft II leagues the most, but we are making plans with expansion to other games taken into consideration as well. We're also thinking of a structure that's capable of hosting non-esports events as well. We want to make it a tool for combined entertainment."



The process of moving the studio was quite hard. The decision to start the project was made in first half 2012, but it took 7~8 months to find a suitable location. GomTV couldn't compromise on any of the conditions they wanted, and even considered constructing a new building. Mr. Chae even personally looked into the pricing for renting a movie theater as the studio.



The process of moving the studio was quite hard. The decision to start the project was made in first half 2012, but it took 7~8 months to find a suitable location. GomTV couldn't compromise on any of the conditions they wanted, and even considered constructing a new building. Mr. Chae even personally looked into the pricing for renting a movie theater as the studio. "The "explosive news" we hinted at in last year's "Baneling" show was the studio move. But it wasn't easy. We couldn't give up any of the things we wanted. It had to be easy to get to, it had to have a high ceiling, and it couldn't have any pillars in the middle of the floor. It wasn't a kind of place you could get just because you wanted it. As we looked around, we came upon Samsung-dong. It was extremely stressful, but in the end, it's a huge relief that we found a good studio. We have to do more construction, but according to the blueprints we should be able to prepare up to 200 seats.",



By moving to Samsung-dong, the reaction is good enough that there are fans that say they'll visit every day. GomTV is looking forward to a positive effect on their ability to draw crowds. But they aren't feeling safe, or overly positive. Though there is sure to be some effect [from just moving], Mr.Chae believes marketing and promotion are very important. In particular, he emphasized catering to the international fans who often came to the GomTV Mokdong studio.



By moving to Samsung-dong, the reaction is good enough that there are fans that say they'll visit every day. GomTV is looking forward to a positive effect on their ability to draw crowds. But they aren't feeling safe, or overly positive. Though there is sure to be some effect [from just moving], Mr.Chae believes marketing and promotion are very important. In particular, he emphasized catering to the international fans who often came to the GomTV Mokdong studio. "Just because we moved the location doesn't mean there will be an explosive increase in people coming to watch. While we have expectations due to being close to Samsung station and COEX, we know the importance of marketing and promoting. The most important thing is satisfying our customers. If we work in that direction, I think we'll naturally come across the results we want. More than anything, it's important to inform and advertise to international fans who aren't familiar with the geography of Seoul."



In addition, Mr. Chae promised a reservation system for the front seats in the studio, vending machines, and an upgrade for the main screen in the studio.



In addition, Mr. Chae promised a reservation system for the front seats in the studio, vending machines, and an upgrade for the main screen in the studio. "We are preparing a lot of events for live spectators. Outside the studio move, we're going to hold a lot of events related to the GSL. We now have an events team in 2013, so you can expect expanded fan-service."



Expanding games categories



Moving to the Gangnam studio has a very important meaning to GomTV. Though it hasn't been determined in specific yet, GomTV plans to expand to other categories outside StarCraft II in 2013. It's true that after MBCGame passed into history, it's been hard for Korean and other esports categories to find a place to stand. If GomTV can succeed at expanding their game categories alongside moving their studio, then it would improve the infrastructure for esports broadcasting in Korea. Director Chae emphasized the importance of diversification as a reason for moving the studio.



Moving to the Gangnam studio has a very important meaning to GomTV. Though it hasn't been determined in specific yet, GomTV plans to expand to other categories outside StarCraft II in 2013. It's true that after MBCGame passed into history, it's been hard for Korean and other esports categories to find a place to stand. If GomTV can succeed at expanding their game categories alongside moving their studio, then it would improve the infrastructure for esports broadcasting in Korea. Director Chae emphasized the importance of diversification as a reason for moving the studio. "One of the reasons for moving our studio was the diversity our game categories. We're preparing diverse business models and considering many things, and we've judged that diversifying our game categories is very important. We're considering not just Korean games, but international games as well. People who are alert should be able to tell quickly once they visit our Gangnam studio.



Mr. Chae warned against simple expansion. With a dedicated game channel like OnGameNet on cable, simply expanding the number of leagues could be a minus for GomTV. Thus, GomTV is trying to differentiate themselves by doing things that only they can do, and do well.



Mr. Chae warned against simple expansion. With a dedicated game channel like OnGameNet on cable, simply expanding the number of leagues could be a minus for GomTV. Thus, GomTV is trying to differentiate themselves by doing things that only they can do, and do well. "Differentiation is needed. We can't just be different. We have to be different and good. Our biggest strength is our infrastructure that allows Korean leagues and international leagues to be connected. It wouldn't matter for games that only offer Korean service, but for games that are doing well abroad, we can deliver on the demand for international leagues. Another strength is our international broadcasting network. We can make a global league. Also, we're a bunch of hardcore nerds here at GomTV. We're confident we can make a more appropriate and well suited league than any organizer out there."



GomTV's ability to run and produce the GSL and GSTL is highly rated. However, GomTV lacks information and variety shows outside their leagues. With programs such as Baneling and Project A ending, fans are demanding more. Also, some fans are voicing their demand for information programs regarding new game categories that GomTV may expand to.



GomTV's ability to run and produce the GSL and GSTL is highly rated. However, GomTV lacks information and variety shows outside their leagues. With programs such as Baneling and Project A ending, fans are demanding more. Also, some fans are voicing their demand for information programs regarding new game categories that GomTV may expand to. "We have a producer who is dedicated to entertainment/variety programs and side programs, and I'm actively suggesting ideas. Something should come out soon. We really want run it casually. I think something will turn up around the release of HotS. Also, I'd like a program where we can talk freely without formalities."



To sum up, 2013 is the year for GomTV to take a leap. Though they've been the broadcaster known for making the best StarCraft II leagues since 2010, they have judged that they are limited with just that. Moving their studio, expanding game categories, and exporting their production, etc. are what GomTV is looking to in 2013 as a new business model. It is GomTV's first step of going from a simple StarCraft II league broadcaster, to a combined games and esports media company.



To sum up, 2013 is the year for GomTV to take a leap. Though they've been the broadcaster known for making the best StarCraft II leagues since 2010, they have judged that they are limited with just that. Moving their studio, expanding game categories, and exporting their production, etc. are what GomTV is looking to in 2013 as a new business model. It is GomTV's first step of going from a simple StarCraft II league broadcaster, to a combined games and esports media company. "We underwent restructuring going into 2013. There were some changes, and I received more power and responsibilities. And we've become more urgent. We did well in 2012, but we want to become a dedicated esports and games company in 2013. We're ready to try a lot of things, and preparing a lot of things as well. I want to tell the viewers that GomTV is not a broadcaster that just does StarCraft II, just esports."



Throughout the interview, you could sense Director Chae's confidence in his speech and expressions. GomTV, a company that started StarCraft II leagues in 2010 and became recognized worldwide for its ability. It's a somewhat satisfactory result, but you could tell that Mr. Chae would not stay comfortable with that. With the studio moving, it's a period where fans will have heightened expectations as well. Director Chae. ended the interview by saying he would not disappoint.



Throughout the interview, you could sense Director Chae's confidence in his speech and expressions. GomTV, a company that started StarCraft II leagues in 2010 and became recognized worldwide for its ability. It's a somewhat satisfactory result, but you could tell that Mr. Chae would not stay comfortable with that. With the studio moving, it's a period where fans will have heightened expectations as well. Director Chae. ended the interview by saying he would not disappoint. "There are quite a few people who said they'd come to the studio every day, after we announced the studio move. You've put it in writing, so you really have to come (laughs). We've prepared a lot of gifts, so it would be great if people came to watch a lot. Personally, and for GomTV, 2013 is a year where there will be a lot of change. We will make the GSL with a stronger sense of urgency, a more active stance, and with responsibility. Please give your support to the unknown leagues to come as well. We will not disappoint you." Administrator Hey HP can you redo everything youve ever done because i have a small complaint?