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Thread Statistics | Show CCP posts - 2 post(s) |
DietrichDieBarber
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Posted - 2006.04.09 10:39:00 -
[1]
I have found that these guy's are a practical joke when it comes to customer service.. My raven was blown up by a sentry gun for no fault of my own, the in game petition system was down as it appears as it always is, a little over a week later someone told me that you can do them on the website as well.. i fill it out 9 days after the event, get a response back a couple days later stating "you have to file it within a week (7 days)".. Now, granted maybe i should have done a little more research and been a tad more proactive in my situation but how can they hold us (the subscribers) responsible when it's their own system that is down, which in turn means we can't submit a claim? I mean, if they want to retain customers it seems like they should be willing to help a little more than they currently are, 6 e-mails later and they're still stating it's "not their fault" that the in-game petition system was down..Not meaning to spam.. but at least personally it just seems rather ridiculous
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The TX
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Posted - 2006.04.09 10:42:00 -
[2]
Originally by: DietrichDieBarber you have to file it within a week (7 days)
9 > 7, so technically they can say stfu if they really want. But still, sounds like you having tough time... ----------------- Adobe Premiere
Mining |
Cypherous
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Posted - 2006.04.09 10:45:00 -
[3]
I really do wish new players would stop *****ing about the support here, its fine, just because you are used to games where there are much smaller playerbasses and have less problems means ****, stop moaning about something that works ******* fine, most of the reason its slow is because people file petitions that really dont need to be sent, unless its really urgent you get put at the bottom of the list so have some ******* patience and wait.
O RLY?! --Jorauk Way cooler than Jorauk - Cortes |
R31D
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Posted - 2006.04.09 10:50:00 -
[4]
They probably delete server logs after 7 days otheriwse they would have to have a stupidly big hard drive. Customer support in this game is probably the best around - only thing is they don't always give you your stuff back, which is why people complain
Free bumpage for all |
Valkazm
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Posted - 2006.04.09 11:11:00 -
[5]
Aye remember your not a uniqe snowflake your the all dancing crap of the world .. And remember that you might not get some things back .. And remember that its not a perfect system so vent and move on and try not to lose to much ..
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AlienBreed
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Posted - 2006.04.09 11:29:00 -
[6]
Quote: I mean, if they want to retain customers it seems like they should be willing to help a little more than they currently are
They have too many customers and dont care
Threaten to quit the game because of poor customer service and nobody is even going to notice you have gone
Just the way it is
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Eternal Fury
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Posted - 2006.04.09 11:34:00 -
[7]
Originally by: Cypherous I really do wish new players would stop *****ing about the support here, its fine, just because you are used to games where there are much smaller playerbasses and have less problems means ****, stop moaning about something that works ******* fine, most of the reason its slow is because people file petitions that really dont need to be sent, unless its really urgent you get put at the bottom of the list so have some ******* patience and wait.
Actually, if it's takeing more then 3 business days to get a support issue solved, that IS bad support. I've been in 3 MMO's over the past 10 years. One was horrible and the other two were great(read better then EVE).
The idea that the petition option in game is bugged is just wrong. I don't care who the company is, it's wrong. The petition option should be right up there with game breaking bugs. It's important.
If it takes more then 30 minutes to get a GM to respond to you in game, then it's bad support.
If it takes more then 3 business days to get something rectified, that's bad support.
I'm sorry, but I've seen a lot of vets say the support here is good. Well, the 30/3 rule is in affect for MMO's. 30 minutes/3 days.
Those are the max times you should have to wait in any current MMO.
Anything more is just bad customer service.
demand is greater then supply = high price.
supply is greater then demand = low price.
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Cornelius Murphy
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Posted - 2006.04.09 13:22:00 -
[8]
I have to disagree with the original poster. I have had some occasions where I was killed in a mission due to lag. I petitioned and got my stuff back, except whatever was left in loot. (which doesnt matter cos I got my can anyway). The support staff do a fantastic and thankless task, so you should not blame your dithering on them. ------------------------------------------
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Skidd Chung
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Posted - 2006.04.09 13:42:00 -
[9]
So far I've contacted the customer support twice, and both times they answered within 2 business days in regards of ship loss due to overview bug and lag.
Although the answer was not favourable to my wallet, it was an answer and closure for me nonetheless. They seem to answer petitions about stuck problems quicker though due to the severity of the problem. So I'm guessing they queue their petitions based on severity.
Anyway sad to hear about your loss. I hope they have an answer for you soon.
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Lemoning Lemming
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Posted - 2006.04.10 12:36:00 -
[10]
To the OP, you might as well give up it is a real lottery if you get your stuff back anyway.
My experience has been nada returned in the last 3 years of petitioning.
The petition guys do appear to be very overloaded and the posture I have encountered is usually "your trying to rip us off so we are not going to give you anything back".
I accept that other people have had better experiences but personally I would forget about getting your Raven back and move on.
Last time I considered petitioning, when my Raven got killed by gate guns, in the end I did not bother to petition as I decided it was not worth the aggro trying to argue when they basically convey the impression that they do not give a monkeys.
It's only a game so easy come easy go.
And in my opinion forget the customer service you'll save yourself more aggro in the long run.
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Tachy
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Posted - 2006.04.10 13:02:00 -
[11]
3 ways to petition: 1) ingame. This cannot be used for the 'other' petition type - like reimbursement - as you cannot add logs and pictures and whatnot you deem nessessary. 2) 'ask a question' to the left 3) eMail to [email protected], best done from the email you used to register your account.
I'd have had the idea to visit the public help channel if I found the ingame petition system to be unavailable. If the petition system didn't wrk for the second day I'd have sent in an email to support@service all on my own, giving the needed info.
I haven't heard of a sentry gun attacking for no reason. You might have had an aggression timer running for the local police forces, or you hit something you should not have hit. Or you had a weapon system activated while you were in warp and clicked on something.
The customer service here is pretty good, compared to each and every other I encountered since EQ went gold. They're a bit slow on general petitions, but most answers are showing their competence. Mission, stuck, account questions are normally done within minutes. Normally you get a reason why you wont get your stuff back, like 'You attacked the gate.'. --*=*=*-- Megadon CCP wanted a well known artist and celebrity to test the new font so it's approval would be well known. They got Ray |
Kylania
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Posted - 2006.04.10 13:14:00 -
[12]
How could you possibly lose a Raven to a sentry gun? You're not telling us the whole story.
How yould it take you 9 days to ask how to petition this? There's an in game help channel available 23/7 where you could have gotten that answer within seconds. You even knew enough about the forums to come here and ***** about "bad customer service" yet you didn't know enough to petititon?
Their system isn't "down". Some players have issues using the in game Other petition (others don't!) but there's still two other ways of submitting Other petitions, Ask a Question from the website here and emailing [email protected].
Personally it seems rather ridicilous that you didn't accept responsibilty for your own ship loss, that you didn't bother to petition in a timely matter, that you didn't think to ask in any of the available ways how to deal with an error with the petition system, that you didn't accept their answer (6 emails!? What part of "No" don't you get?) and that you felt the need to come here and blame CCP for all this when clearly it's been, at least to some degree, your fault each step of the way. -- Lil Miner |
mirel yirrin
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Posted - 2006.04.10 13:19:00 -
[13]
Originally by: DietrichDieBarber I have found that these guy's are a practical joke when it comes to customer service.. My raven was blown up by a sentry gun for no fault of my own, the in game petition system was down as it appears as it always is, a little over a week later someone told me that you can do them on the website as well.. i fill it out 9 days after the event, get a response back a couple days later stating "you have to file it within a week (7 days)".. Now, granted maybe i should have done a little more research and been a tad more proactive in my situation but how can they hold us (the subscribers) responsible when it's their own system that is down, which in turn means we can't submit a claim? I mean, if they want to retain customers it seems like they should be willing to help a little more than they currently are, 6 e-mails later and they're still stating it's "not their fault" that the in-game petition system was down..Not meaning to spam.. but at least personally it just seems rather ridiculous
How did you lose a raven to sentry guns?
---------------------------------
CEO of teh Jenny Spitfire Fanclub. Wanna Join? Convo meh IG. |
Jaketh Ivanes
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Posted - 2006.04.10 13:24:00 -
[14]
Originally by: Eternal Fury
Originally by: Cypherous I really do wish new players would stop *****ing about the support here, its fine, just because you are used to games where there are much smaller playerbasses and have less problems means ****, stop moaning about something that works ******* fine, most of the reason its slow is because people file petitions that really dont need to be sent, unless its really urgent you get put at the bottom of the list so have some ******* patience and wait.
Actually, if it's takeing more then 3 business days to get a support issue solved, that IS bad support. I've been in 3 MMO's over the past 10 years. One was horrible and the other two were great(read better then EVE).
The idea that the petition option in game is bugged is just wrong. I don't care who the company is, it's wrong. The petition option should be right up there with game breaking bugs. It's important.
If it takes more then 30 minutes to get a GM to respond to you in game, then it's bad support.
If it takes more then 3 business days to get something rectified, that's bad support.
I'm sorry, but I've seen a lot of vets say the support here is good. Well, the 30/3 rule is in affect for MMO's. 30 minutes/3 days.
Those are the max times you should have to wait in any current MMO.
Anything more is just bad customer service.
Hmm.. How do you determine quality? If it live up to your expectations, its high quality, if not, its low quality.
In my eyes, support in EvE is high quality.
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Leilani Solaris
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Posted - 2006.04.10 13:26:00 -
[15]
terrible support? Say, when you die in WoW do you whine and ***** about it so they give you your 5 minutes back? no? CCP don't HAVE to give you your stuff back when you die. So when they say no, don't cry about it on the forums. Thank you. I haven't got a new sig yet :)
http://triad.eve-killboard.net/
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Roshan longshot
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Posted - 2006.04.10 13:32:00 -
[16]
Originally by: Cypherous I really do wish new players would stop *****ing about the support here, its fine, just because you are used to games where there are much smaller playerbasses and have less problems means ****, stop moaning about something that works ******* fine, most of the reason its slow is because people file petitions that really dont need to be sent, unless its really urgent you get put at the bottom of the list so have some ******* patience and wait.
You know, the filter can censor most of the words out...still does not make you look cooler with all them ****** in your statement.
As for what you have said I've been playing from June 2003. And support lacks alot of good stuff.
Though I have to admit, the boilerplate responce always gets to me..."what system are you useing?" "What Graphics card?" And the best "deleate your Cache files" in responce for "How can I get an up-to-date CD-ROM?"
Free-form Professions, ensure no limetations on professions. Be a trader, fighter, industialist, researcher, hunter pirate or mixture of them all.
[i]As read from the original box.
We are not ebil forum police, for one thing I don't have a hat :( - Cortes |
Tecam Hund
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Posted - 2006.04.10 13:34:00 -
[17]
Hehe, always funny how people come and say "I played 35 and a half MMORPGs over more years than any of you lived! And EvE's <insert something> sucks".
Customer support here is great. All urgent things are taken care of extremely fast. Like getting stuck, missions in progress that are bugged etc. Retrieveing a lost ship due to "being shot by sentry guns for no reason" (which on itself is weird unless you pirate and got blasted after your timer expired) is not an urgent thing.
Its easy to see how to petition using the website, and I did so myself several times. Once I was checking if corp name "The Buggers" was acceptable and received the reply in 22 hours.
In fact, EvE is so awesome that you can take away customer support and it wouln't die.
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Viduus
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Posted - 2006.04.10 13:56:00 -
[18]
Not once have I had a problem with support. I usually get a response within 48 hours.
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D'onryu Shoqui
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Posted - 2006.04.10 14:08:00 -
[19]
Edited by: D''onryu Shoqui on 10/04/2006 14:09:16 i wouldnt say support is great, i know someone who canceled there account over a year ago ,no longer has access to the email address he used at the time, and some forced password change happened during that time.
hes been waiting for a reply to his petition for over 10days.
or maybe someone resubscribing isnt that urgent, maybe he should have kept his email upto date but he didnt think he would ever return to EVE ,but a bunch of us who used to be in the same corp are returning so now he wants to play again
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seeyouauntie
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Posted - 2006.04.10 14:10:00 -
[20]
I've had to petition a few times, and each time the issue was fixed within a couple of days.
CCP does a fantastic job. ---------------------------------- I <3 mining. |
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Lyra VX
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Posted - 2006.04.10 14:12:00 -
[21]
Firstly, I think the support CCP and the GMs give is fine. I've had to deal with them once that I remember, and I got a good response.
However, I do with people would stop saying "but its better than other games!"
I don't care about other games. I really am not interested in how CCP compares to the support in WoW or any other game ever. I care about how they support their players here. Stop spouting this enormous non-argument. |
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Wrangler
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Posted - 2006.04.10 14:45:00 -
[22]
Originally by: Lyra VX Firstly, I think the support CCP and the GMs give is fine. I've had to deal with them once that I remember, and I got a good response.
However, I do with people would stop saying "but its better than other games!"
I don't care about other games. I really am not interested in how CCP compares to the support in WoW or any other game ever. I care about how they support their players here. Stop spouting this enormous non-argument.
I think the problem is people are comparing MMO support to support of other services, which is a bit like apples and oranges. You do get what you pay for after all.
[Read the Rules!] - [Contact us] |
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Wendat Huron
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Posted - 2006.04.10 14:52:00 -
[23]
I suspect they flip a coin and toss the reimbursement errands out the window depending on the toss.
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Astorothe
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Posted - 2006.04.10 15:02:00 -
[24]
Edited by: Astorothe on 10/04/2006 15:04:56
Originally by: Wrangler
Originally by: Lyra VX Firstly, I think the support CCP and the GMs give is fine. I've had to deal with them once that I remember, and I got a good response.
However, I do with people would stop saying "but its better than other games!"
I don't care about other games. I really am not interested in how CCP compares to the support in WoW or any other game ever. I care about how they support their players here. Stop spouting this enormous non-argument.
I think the problem is people are comparing MMO support to support of other services, which is a bit like apples and oranges. You do get what you pay for after all.
I think people just want ~support~ - period - and dont need to know there are different types of support or departments, etc. Thats not their concern nor should it be really.
Something goes wrong (for the wrong or right reasons - at the users or systems fault) and because they are paying a subscription they expect swift response. Whether this is right or not I am sure this is what most people think.
I'm not judging the incident (wasnt there) - but I do believe people have a right to support when they are paying subscriptions. Perhaps this guy was given support (I suspect he was to be honest the support here isnt as bad as he makes out) but if you have a customer complaining - it's worth while considering no matter how annoying :)
Edit: And I know a lot of people are protective and supportive of Eve, CCP, etc etc, but we should still not flame people for posting (or whining) on the forums. Lets be civil and show people the kind of maturity that most of us display. Some nasty posts above, I dont get it. Just a game.
My 2c.
Eve Corp for the Role Players Gaming Network Members |
DukDodgerz
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Posted - 2006.04.10 15:39:00 -
[25]
I lost an Apoc about 2.5 years ago, should I petition it now...
It wasn't to important if you waited 9 days to whine about it (yes I said whine).
You did something that caused the sentry to pop your boat (intentional or not), wait 9 days to whine, then expect the GM to kiss your hind quarters???
Support is fine, it is great IMHO, but some people just have to whine and whine and whine once they figure out that THEY are the cause of the issue (do something out of ignorence, get popped, wait a LONG TIME to complain, then act surprised when you are told it is too late to help you...)
-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*- English only, please. -Capsicum - translation of old sigy - Bad People Suck |
Don Carn'age
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Posted - 2006.04.10 15:58:00 -
[26]
I have always had good customer support from ccp, only time I have really had a problem is with my current issue which causes me to crash to desktop when I am locked and engaged by more than one person. They have come up with some interesting reasons for that happening to only one character out of the 7 - 8 played on my network / computers other than that my experience has been good.
Only thing I will say is that it depends on the GM you get some are alot better than others. _______________________
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Wrangler
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Posted - 2006.04.10 16:02:00 -
[27]
Sorry, seems there was already a thread on this issue here.
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