"I'd like to say that it's not fair — that the game score shouldn't be punished for a server problem," she wrote. "But it is fair."
Maxis general manager Lucy Bradshaw wrote in an email sent to staffers at the studio... detailed the company's efforts to address the growing tide of hostility among their fanbase.
"Maxis is working 24/7 to deliver on our promise," she said.
Bradshaw noted that the server issues are also impacting review scores, saying that the Maxis Communications team is "working one-on-one with media to manage this as closely as possible."
"SimCity is an online game and critics and consumers have every right to expect a smooth experience from beginning to end," she wrote. "I and the Maxis team take full responsibility to deliver on our promise.
"Trust that we're working as hard as possible to make sure everyone gets to experience the amazing game we built in SimCity."