How a Six-Hour Phone Call Saved Helldivers 2 from Collapse

In the summer of 2024, Helldivers 2, PlayStation’s surprise hit, was teetering on the edge of failure. Despite selling 12 million copies in three months after its February launch, the co-op shooter faced a backlash that tanked its user score to 19%. A nearly six-hour phone call between PlayStation executives and Arrowhead Game Studios’ leadership, including CEO Shams Jorjani, became the turning point. This marathon discussion, detailed in a recent industry report, sparked a 60-day recovery plan that transformed Helldivers 2 into a live-service success story, raising questions about managing player expectations in today’s volatile gaming market.

A Spectacular Rise and Fall

Helldivers 2, developed by Swedish studio Arrowhead, launched in February 2024 to critical acclaim, becoming PlayStation’s fastest-selling game ever. Its intense co-op gameplay, inspired by titles like Escape from Tarkov and Arma, attracted a diverse audience, including six million Call of Duty players who bought the game despite its niche design. By May, it had sold over 12 million copies, a remarkable feat for a new IP from an independent studio. However, the influx of mainstream players led to a crisis. Call of Duty fans, accustomed to fast-paced action, clashed with Arrowhead’s vision of a challenging, team-based experience, flooding forums with complaints about balance, difficulty, and updates.

By summer 2024, the game’s user score plummeted to 19%, reflecting widespread dissatisfaction. Social media posts on X described a “summer of pain,” with players frustrated by nerfs to weapons and perceived mismanagement. Arrowhead’s small team struggled to reconcile the demands of a massive, diverse player base with their original vision, putting the game’s future at risk. PlayStation, as the publisher, faced pressure to intervene, as the title’s live-service model depended on retaining players long-term.

The Six-Hour Call That Changed Everything

In a critical moment, PlayStation executives, including Studios CEO Hermen Hulst, held a nearly six-hour phone call with Arrowhead’s leadership. The call, described as intense but collaborative, focused on addressing player feedback while preserving the game’s core identity. Jorjani later called it a “wake-up call,” forcing Arrowhead to confront the gap between their niche design and the expectations of millions. PlayStation pushed for a structured recovery plan, drawing on their experience with live-service titles like Destiny 2.

The result was a 60-day roadmap of rapid updates, starting in August 2024. Arrowhead rolled out balance patches, new content, and quality-of-life improvements, prioritizing communication with players. Drawing inspiration from No Man’s Sky’s comeback, the team worked tirelessly to rebuild trust. By December, a major update boosted the game’s concurrent players to 250,000, and the user score soared to 94%. The call had been a catalyst, aligning Arrowhead and PlayStation on a path to recovery.

Lessons from the Turnaround

The Helldivers 2 saga highlights the challenges of live-service games, where player retention depends on constant updates and responsiveness. Arrowhead’s initial misstep was underestimating the impact of mainstream players, who brought different expectations than their core audience. The six-hour call underscored the importance of publisher-developer collaboration, with PlayStation’s resources and expertise helping Arrowhead navigate the crisis. Jorjani emphasized maintaining “studio integrity,” resisting pressure to dilute the game’s identity for mass appeal.

The turnaround also reflects broader industry trends. Live-service games like Fortnite and Call of Duty set high expectations for frequent updates, putting pressure on smaller studios. Arrowhead’s success in recovering from a 19% user score is rare, with many live-service titles folding under similar pressure. The studio’s commitment to transparency, inspired by No Man’s Sky, proved crucial, as did PlayStation’s willingness to invest in a long-term fix rather than abandon the project.

Challenges and Criticisms

Despite the recovery, Helldivers 2’s journey wasn’t flawless. Some fans criticized early updates for being reactive rather than proactive, and the initial backlash damaged the game’s reputation. Social media posts on X from mid-2024 highlighted frustration with Arrowhead’s slow response times, with some players abandoning the game before the turnaround. The reliance on a single marathon call also raises questions about communication breakdowns prior to the crisis, as earlier intervention might have mitigated the damage.

Jorjani’s broader critique of the industry, shared in the same report, points to deeper issues. He decried the lack of accountability among executives, noting that developers often bear the cost of poor decisions. With 30,000 to 50,000 gaming jobs lost in recent years, Arrowhead’s cautious growth strategy—avoiding rapid expansion to prevent layoffs—stands in contrast to larger studios. This perspective adds weight to the Helldivers 2 story, framing its recovery as a triumph of sustainable development.

Looking Ahead

As of June 2025, Helldivers 2 remains a live-service success, with a thriving player base and positive sentiment. Its wins at The Game Awards in December 2024 cemented its comeback, and Arrowhead continues to release updates to keep players engaged. The six-hour phone call, now a legend in gaming circles, serves as a case study in crisis management, showing how collaboration and persistence can salvage a struggling title.

For PlayStation, the experience reinforces its growing expertise in live-service games, a priority as it diversifies beyond single-player hits like The Last of Us. For Arrowhead, the challenge is maintaining momentum while staying true to their vision. The Helldivers 2 turnaround, sparked by a marathon call, proves that even in a cutthroat industry, a game can rise from the brink with the right strategy—and a lot of hard work.