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GFLTorque
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Posted - 2006.02.13 19:08:00 -
[1]
Edited by: GFLTorque on 13/02/2006 19:11:23 I would like a CCP reply to the following, which is not intended as a flame.
1) We all agree and see the posts and replies where everyone including CCP agree there is a massive issue with TQ and its struggles with current load.
Question: Why are petitions and customer service doing nothing to accomadate this issue that we all agree exists? Has the percentage of reimbursed items increased above what it was pre TQ struggles? My informal poll of other die hard eve players says no. Please correct that here or in a news release if it is the case.
Question: If your not reimbursing more due to the acknowledged TQ struggles...when would you reimburse with higher percentages?
2) It is blatantly obvious that the server either cant log, or cant handle logging data that proves the obvious when glitchs occur to allow GM's to fix things.
Question: Why does CCP not admit this and adjust the GM reimbursement policy, or when does CCP have scheduled optimizations to fix this issue? The Eve community is a forgiving one, ppl will grant patience with the growth. Can Eve not grant at least a policy that takes into account current issues?
Question: How can an item lost to a glitch be reimbursed only if it is "trashed?" If its a glitch then some other sucker out there in Eve is benefitting from the glitch if they got the proceeds of it. CCP should banzor itself with this logic.
This is not meant as flames, its sincere questions by a customer who luvs the game, its players and the ppl behind it. However his trust has either proven totally misguided, someone is asleep at the wheel, or success has caused a statistics of new server numbers and $ to cause the right ppl to forget some of us logged in when a few hundred were online.
Your asking us not to turn our back on you. Is that not a two way street?
Do what I expect and dont reply to this at all. Or Tell us what your doing to fix the problem.
I've stuck it out since that faithful day Pann said there were POS's in the game in July 2003 so its obvious I can stick out other mistakes if they are worked on.
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dalman
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Posted - 2006.02.13 19:34:00 -
[2]
Agreed. And especially this:
Originally by: GFLTorque
Question: How can an item lost to a glitch be reimbursed only if it is "trashed?" If its a glitch then some other sucker out there in Eve is benefitting from the glitch if they got the proceeds of it. CCP should banzor itself with this logic.
is a system that makes absolutely no sence at all.
Drink up, shoot in. Let the beating begin. Distributor of pain. Your loss becomes my gain...
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Levin Cavil
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Posted - 2006.02.13 23:50:00 -
[3]
Edited by: Levin Cavil on 13/02/2006 23:55:01
I agree 1000%
The reimbursment policy in general confuses me. If you petiton and somehow convince a GM to give your ship back that means CCP admit the ship was lost to their fault and not yours so then why don't you get ALL of your stuff back, including the items that dropped off?
Not to mention the fact that denying petitons seems to be a joke among the GM staff. /me glares at [GM]NoValue
¼_¼ |
Aleewa
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Posted - 2006.02.14 00:01:00 -
[4]
Agreed. I recently lost a Crusader to a bug/lag and I then had it reimbursed in the middle of hostile space with nothing left on it except a single weapon and two crystals.
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Sphalerite
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Posted - 2006.02.14 00:03:00 -
[5]
I assume that the theory is that whatever lucky bastard got your +5 ubarshooter when you died to lag might be using it, and teleporting it from their ship to your hanger at some random time might cause some problems.
I don't understand why they can't just dupe the stuff that survives when it gets lost to a bug. If someone is trying to get rich off of losing stuff to their friends and petitioning it, ban them.
"Some rise by sin, and some by virtue fall" |
JForce
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Posted - 2006.02.14 00:36:00 -
[6]
Narrow your scope.
CCP will not tell you what they're doing about the state of the game at present. Why not?
Because there 2430 dev blogs and 205840 threads devoted to what they're doing about it. To the point where I am sick of seeing every third thread start with "I don't want to flame but do you realise how laggy the game is? When are you gonna fix it?"
The point that you raise about GM reimbursment however is a valid one worth addressing.
Perhaps we can seperate that into two points:
Given that CCP and the community at large both understand that lag is prevalent at the moment, does it then follow that CCP accept that more people will lose more items as a result of these problems? Have their policies around reimbursment been adjusteed?
Given the number of times people who petition for the replacement of lost items receive a "logs don't show it so it didn't happen/no replacement" reply, would it be prudent to investigate whether some further logging could be implemented, so at least you can see what happened? JForce CEO and Founder of NWA NWA now recruiting
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DigitalCommunist
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Posted - 2006.02.14 01:14:00 -
[7]
Some valid points that Torque raises, namely the following:
Reimbursement policy.
- In the past GMs have been told to be "more lenient" during times of great server instability. What happens when the server is constantly in a state of instability? Yes, we all know why that is, and whats being done about it - but don't forget that you still have 10-20k people trying to play a game. Until the issues can be resolved it will affect people. Isn't it the job of customer support to maximize customer satisfaction while maintaining fairness? In a game where assets translate into real time work spent acquiring them, I'd feel it was less fair losing stuff during a laggy period and being told to suck it up than if everything was peachy.
Reimbursement consistency.
- Its no secret that GMs have a certain level of freedom when it comes to interpretation of the rules regarding reimbursement. Its also no secret that the GMs can't see everything, because that amount of logging would eat away at the server performance more than anything else. So what you do have is some GMs who take the rules very literally, and some who take them as guidelines. In the past I had actually made a mistake and deleted an alt with something valuable, one of the more liberal GMs concluded that it would be preserving my customer satisfaction while keeping fairness with the other players if I got my Cormack Neutron returned. The more conservative GM would have said its my fault (which it was), and not part of his job to go around helping people who can't help themselves (also true).
Both are valid responses. That essentially means its a draw of the card whether you get a satisfactory response or not. What does that result in? Lots of people who get a few "bad" responses and don't even bother to petition something obvious because they believe it will just annoy them even more. And then you have people who get a few "good" responses and try to petition everything because the GMs are their safety net against human stupidity.
That means not one regular player has any sort of concrete idea of how the reimbursement policy works, its all based on personal experience and reports of others experiences, resulting in a formulated opinion. I can see why players should not have an easily accessable document on how the GMs operate. You will have people manipulating the truth just to get a better response. Unlike GMs, players seldom care about fairness if they can benefit personally, because they are not tasked with the responsibility of upholding it.
Personally, I hope anyone caught by a really terrible event during these unstable times gets the benefit of full GM team oversight on the matter. Its makes a lot of sense to take an average of your liberal/conservative opinions when the response can mean the difference between a cancellation or years of continued customer loyalty.
Purchasing Complex Fullerene Shards, contact me ingame. |
Sarmaul
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Posted - 2006.02.14 01:23:00 -
[8]
Originally by: JForce Narrow your scope.
CCP will not tell you what they're doing about the state of the game at present. Why not?
Because there 2430 dev blogs and 205840 threads devoted to what they're doing about it. To the point where I am sick of seeing every third thread start with "I don't want to flame but do you realise how laggy the game is? When are you gonna fix it?"
actually there's 1 devblog and what, 2 threads? CCP even admitted themselves that they've gone too quiet during and after the deployment of RMR.
Originally by: Jenny Spitfire Sarmaul 4tw.
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Levin Cavil
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Posted - 2006.02.14 01:33:00 -
[9]
Edited by: Levin Cavil on 14/02/2006 01:34:13
The biggest issue here is adressing CCP's Customer Service policies which I feel are extremely lacking.
They are inconsistent at best and may be good in comparison to other games but in a broader customer service perspective they are very poor.
CCP have always been in tune with their players, the customer support issue is the one area they need to improve the most in my opinion. It is amajor problem that has gone unadressed far too long.
¼_¼ |
Dahin
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Posted - 2006.02.14 15:52:00 -
[10]
Conspiracy theories easily arise when the inconsistencies occur between two hostile parties. One gets the lenient, the other the strict. All hell breaks loose.
And the fact that noone can discuss about it doesn't help either.
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