Mike Morhaime, the chief executive of MMO giant Blizzard Entertainment, has addressed the Diablo 3 community following the game's problematic first two months since release.
After expressing gratitude for the fan feedback, Morhaime admitted that the Diablo 3 release day was marred by "many challenges".
"It has always been difficult to forecast how many players we will have," he said in a lengthy forum post.
"With World of Warcraft, it was a challenge to handle the immediate demand when we launched back in 2004, and that was just in North America. However, we've never gone from 0 to more than 6 million players across multiple continents within a few days with a brand-new game. For Diablo III, we looked at historical sales for Blizzard games and other top-selling PC games and watched pre-order numbers.
"We even upped our estimates to ensure we had additional capacity, or so we thought. In the end, it just wasn't enough, and that is something we will work hard to conquer for future releases."
The infamous Error 37 incident began on the first day of the Diablo 3 release, where extraordinary demand on the game's servers had left many without access for a number of days.
About 3.5 million copies of the game were sold in the first 24 hours, Blizzard recently revealed.
"In response to the immediate and overwhelming demand for the game, the team worked around the clock to support all regions, increase capacity, ship additional hardware to our datacenters, and troubleshoot and fix bugs as they sprang up," Morhaime continued.
"While things have by and large been running smoothly for several weeks now, various game-related issues have come up that we have either already responded to or are continuing to investigate (such as the latency issue some of you are experiencing) and make adjustments for.
"Rather than address every subject individually, I'll just say that even as we work to address or resolve current issues, it's always possible that further issues will crop up. We hope that our actions in the past have demonstrated that above all else, we're committed to delivering an awesome game experience, and we hope you'll have faith that we will continue to keep that commitment and respond to any new or outstanding issues quickly."
He admitted that the experience "isn't perfect".
"Our teams are working hard to improve the game balance, build on our design, and listen to what players are saying to make it the best game it can be," he added.
More Diablo 3: Read CVG's Diablo 3 review.