There is often a divide between perception and reality, especially in online games. For individuals, perception is reality. The way players perceive your game will be reality to them, despite whatever models you have that demonstrate that the player’s perceptions are wrong. People don’t like to hear that they are wrong even in the best of times, and when they feel your system just screwed over their enjoyment, they’re going to be even less impressed.
I want to take a look at some reasons why I think that player perceptions vary so much with reality.