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ILika Tucetits
Royal Amarr Institute Amarr Empire
0
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Posted - 2016.05.11 01:01:37 -
[1] - Quote
After doing some research as to why my Ticket has not been handled in 36 hours. I looked on the Steam board to find out if anyone else was having similar issues with EVE support. What I found was a bunch of reviews that were extremely negative due to a recent mishap that I have unfortunately been a part of.
- First off with the sale this past weekend countless people decided to try out your game, and proceeded to click on the link in steam for a trial account.
- After doing this they complete the account information as needed for EVE's trial account request.
- They play through the weekend on a MARATHON run to find out if they will enjoy the game.
- They like the game and decide great, lets get in on this promotional deal for $24.99 premium account, BEFORE IT EXPIRES, lots of free stuff 30day Subscription, A free PLEX, and 750A for the Eden store. THIS WILL BE GREAT!!!
- Now they go to steam and PAY for the SUBSCRIPTION through STEAM and bang now you just paid for the game and got sucked into the fact now you click play on your steam account and now you have an entirely new account and no option to Tag your TRIAL account to this new account before you log in.
- Your trial account that you wanted to UPGRADE is a separate account and you wasted countless hours this weekend and have to go back and forth between accounts to find friends that you made and start all over again!
- Personally IMHO this is not a good sales ploy!
Personally this has put a bad taste in my mouth so to speak. I see countless people in the same predicament as me and hope you all have a solution for it.!!!! |
ergherhdfgh
Imperial Academy Amarr Empire
1441
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Posted - 2016.05.11 01:23:38 -
[2] - Quote
CCP just wants more subs. It would not seem to server them to do some kind of bait and switch with accounts, they just want your money.
That being said I'm sure this is some kind of mix up that will get addressed through the GM support ticket.
We just came out of a new expansion that seems to have caused some bugs and ticket response times seem to be longer than normal. I'm not GM but I'm sure if you have filed a ticket they will get around to this at some point.
It could be worse. I filed a support ticket with square enix over being locked out of my FFXIV account due to my account getting hacked and they told me 2-4 months before they could even look into it. It's probably been over a year and I have yet to hear back from them. So 3 or 4 days from CCP isn't so bad in comparison.
However on the flip side of that Blizzard's GM ticket system was usually pretty fast.
All in all I've found CCP's GM support ticket system to be one of the better ones. On rare occasions like this they get busy but it is usually pretty fast.
I understand just starting a new game and having the wind sucked out of your sails.
Anyway hang in there and once you get back in game fly dangerous. |
Raging Bull Unchained
Einheit X-6
453
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Posted - 2016.05.11 09:19:51 -
[3] - Quote
Hello Ilika, welcome to EvE.
Sad to hear about your Problem here. If it helps you to get started i glady throw some ISK at you (loan) which you can pay back whenever it fits you best.
Let me know if it-¦s needed. |
Gurista Nerfed
Center for Advanced Studies Gallente Federation
2
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Posted - 2016.05.11 12:15:41 -
[4] - Quote
Well that's steam for ya. It's using that old drm you know. |
Memphis Baas
1513
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Posted - 2016.05.11 13:46:20 -
[5] - Quote
Newbies don't have a way to learning this beforehand, but there is no way to combine two accounts into one, in this MMO or any other MMO. Each account is separate; the characters that you create can be moved around just like items from one box to another, but the account (the box) itself cannot be combined with another account (box) to form a bigger account (box).
Also, most promotions from CCP are aimed at people to start new accounts. They want more accounts; they look at WoW with 7 million and at EVE with 100k accounts and they want more accounts; hoping that if they offer some free items or PLEX or whatever, you'll create more accounts to play.
So, I think from their point of view it's working as intended. From your point of view it's frustrating, but unfortunately you must be VERY careful what you activate. A lot of the offers are written by a marketer and are quite misleading, for example "new capsuleers get items x y z" often means new ACCOUNT not just a new character.
If you wish to keep your old character, do that. Create a character on the promotion account, get all the items, and transfer them to your old character. If you've already paid time and now regret it, you can create a character, set it to train it, and once it gets past 5 million skillpoints (4 months?), extract skillpoints and sell them for serious profit. This is a long term game, at least 3 months just to start, and a lot of us feel the need to have anonymous alts on separate accounts to do naughty stuff with (espionage, scamming, forum posting, etc.); you may change your mind about a second account in the future. |
ILika Tucetits
Royal Amarr Institute Amarr Empire
0
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Posted - 2016.05.11 20:36:41 -
[6] - Quote
Just to update they still have not touched the ticket, This is amazing.
I can see that they need to make changes already to the game to increase the player count. They are not gonna do it with just end game content they need new content to help players progress. This is the same issue most MMO's deal with. Most MMO's have gone with accelerated advancement with friends and accelerated advancement in well in this case training.
It might be unpopular with older players because, the new players don't have to suffer like they did and that would be unfair, Ive seen this in all the MMO's that I've played over the last 20 years. But most get over that issue for the sake of new and more game content and PEOPLE to play with. Some people will spend SOME time doing these games. But you want something popular with the MASS' then you need to cater to the mass'.
Bad Customer service is not a winner either, Here's an idea for the Devs but you may not like it. Try going to Customer support and answering the tickets and find out what's going on for yourselves help with CS and see first hand. Talk to these CS reps and see where the little issues are that are the causes for people to stop playing the game, and in the same time help CS provide CS to your Customers before you all end up on the unemployment line.
Just tit for tat! |
ergherhdfgh
Imperial Academy Amarr Empire
1442
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Posted - 2016.05.12 01:20:30 -
[7] - Quote
ILika Tucetits wrote:
I can see that they need to make changes already to the game to increase the player count. They are not gonna do it with just end game content they need new content to help players progress. This is the same issue most MMO's deal with. Most MMO's have gone with accelerated advancement with friends and accelerated advancement in well in this case training.
Eve is not most other MMOs. This is not a progression game. There is no end game in Eve. You don't gear up in this game and skill points don't mean nearly as much in this game as levels do in other games. You can be successful at PvP on a week old character in cheap T1 ships in this game if you know what you are doing. Also 10 years from now and with over 100 Million skill points you will likely still be flying cheap T1 ships into PvP on a regular basis.
The advancement in this game comes from learning the game not skilling up your character. Gearing up in this game is not at all a thing. Probably the most followed PvP stat in this game is kill efficiency which is the ratio of isk destroyed to isk lost. You get that ratio high by flying cheap ships and killing expensive opponents or lots of other cheap ships.
There are plenty of vets that have gone back on brand new characters and pwned at either PvP or playing the market or what ever it is that they do because in Eve it is what you know and who you know not what you are flying nor how many skill points that you have.
So how about before you start spouting your ideas about how to change the game, you actually learn how to play it first?
When you come in here talking about "end game" and "progress" and "new content" when none of those things apply in this game tells me that you have not even given Eve a chance yet much less understand it well enough to even comment on proposed changes.
Open you perspective a little and play Eve for Eve and not as if it were every other MMO out there because it is not. Then once you've given this game and open minded chance and kind of "get" the game, then come back here and tell us your two cents. But for now you should be asking for advice more than giving it. |
Dani Gallar
University of Caille Gallente Federation
66
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Posted - 2016.05.12 09:16:04 -
[8] - Quote
THIS IS A REPOST
When you buy the Core Starter Pack on Steam you don-¦t get a trial ... if you played on a trial account it was NOT your Steam version of EVE but a separate non-steam trial account. This is a common mistake made by players who don-¦t read the stickied information in the EVE Steam forum and follow the instructions on how to set up your EVE Steam account.
Here's the link to the thread I'm talking about: http://steamcommunity.com/app/8500/discussions/0/371918937259369083/
Since Steam installs EVE with the old launcher as default you also need to follow the instructions in the following thread: http://steamcommunity.com/app/8500/discussions/0/412449508273585193
For easier access there is also this thread which allows you to create a user name/password for the EVE Steam Account: http://steamcommunity.com/app/8500/discussions/0/392184522701567142/
I have already posted this in another thread and I don't really know how CCP could make things any more clear then to have 3 stickied threads in the Steam Forum explaining in great detail how a new player should set up their EVE Steam Account. |
Oraac Ensor
703
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Posted - 2016.05.12 09:44:29 -
[9] - Quote
ILika Tucetits wrote:Just to update they still have not touched the ticket, This is amazing. It isn't the least bit amazing. My last two tickets each took over two weeks to be answered. |
Solonius Rex
F0RCED ENTRY
267
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Posted - 2016.05.13 01:05:36 -
[10] - Quote
ILika Tucetits wrote:Just to update they still have not touched the ticket, This is amazing.
I can see that they need to make changes already to the game to increase the player count. They are not gonna do it with just end game content they need new content to help players progress. This is the same issue most MMO's deal with. Most MMO's have gone with accelerated advancement with friends and accelerated advancement in well in this case training.
It might be unpopular with older players because, the new players don't have to suffer like they did and that would be unfair, Ive seen this in all the MMO's that I've played over the last 20 years. But most get over that issue for the sake of new and more game content and PEOPLE to play with. Some people will spend SOME time doing these games. But you want something popular with the MASS' then you need to cater to the mass'.
Bad Customer service is not a winner either, Here's an idea for the Devs but you may not like it. Try going to Customer support and answering the tickets and find out what's going on for yourselves help with CS and see first hand. Talk to these CS reps and see where the little issues are that are the causes for people to stop playing the game, and in the same time help CS provide CS to your Customers before you all end up on the unemployment line.
Just tit for tat!
3 days of not answering your ticket yet is not "bad customer service." They just released a large update, and your ticket is pretty low priority, as it isn't a game breaking bug nor does it prevent you from playing the game either. a lot of devs do read and reply to the tickets. I've certainly had my tickets replied to by a dev. the fact that a WOW ticket gets answered right away when the company is as big as blizzard and rakes in a lot of money not only from WoW but also sc2 and the likes, doesn't surprise me at all, and shouldn't be a comparison for a company much, much smaller like CCP.
And no, Eve was not designed simply to cater to the mass. Eve was designed in a specific way as to place skills and experience above skillpoints and ships. you don't need accelerated training in eve beyond what another player can teach you. |
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Iria Ahrens
Space Perverts and Forum Pirates
939
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Posted - 2016.05.13 22:30:24 -
[11] - Quote
ILika Tucetits wrote:After doing some research as to why my Ticket has not been handled in 36 hours.
CCP triages support tickets and they are handled by priority not by order submitted.
High priority is anything affecting current gameplay. Stuck ships are highest and lowest high priority is broken missions. High priority tickets are usually resolved within minutes to maybe half an hour.
Medium priority seems to be anything that is not high priority, that can be resolved quickly. Many account tickets fit in this category. Having trouble making a payment, etc. In other words, if the GMs don't have to dig into the archives or crosscheck with different systems (say accounting vs. game data). 2 days to 1 week seems average for this kind of ticket.
Low priority is anything that Does not affect current gameplay. Often requires a Dev to do a significant amount or research or effort to correct. Steam tickets are often here, reimbursement requests, more complex account problems. Typical turnaround on low priority requests seems to be 4 days to 2 weeks.
Considering that a major patch came out recently and there have been many problems cropping up, and thus we can assume a deluge of support tickets the standard times can be expected to at least be doubled or more.
I would be surprised if your ticket got handled within one week tbh. All in all, I prefer the current method. Yes, getting stuck in a 2 week queue can be annoying, but I'd much rather be in a two week queue for stuff that doesn't affect my current gameplay, and get very fast response for the problems that do affect my current play, than have CCP use the standard FIFO system and be a sitting duck in 0,0 5k from a gate, and expect a GM response within about 2-4 hours.
My choice of pronouns is based on your avatar. Even if I know what is behind the avatar.
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Vortexo VonBrenner
Tadakastu-Obata Corporation The Honda Accord
2313
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Posted - 2016.05.14 06:07:21 -
[12] - Quote
ILika Tucetits wrote:Just to update they still have not touched the ticket, This is amazing. Not really. As has been said, ticket triage + CCP not a huge company compared to, say, blizzard + major expansion just came out in EvE = your not-gamebreaking-issue ticket will take awhile. They'll get to it.
ILika Tucetits wrote:I can see that they need to make changes already to the game to increase the player count. They are not gonna do it with just end game content they need new content to help players progress. This is the same issue most MMO's deal with. Most MMO's have gone with accelerated advancement with friends and accelerated advancement in well in this case training. Thankfully, EvE is very much intentionally not like other MMOs.
EvE security zones in picture
Space pants! Begin transmission.
Smoke me a kipper, I'll be back for breakfast.
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Moonlit Raid
State War Academy Caldari State
297
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Posted - 2016.05.15 22:07:19 -
[13] - Quote
Why did you download steam again?
If brute force isn't working, you're just not using enough.
Please Note: Any advice given comes with the caveat that nothing will be suitable for every situation.
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Memphis Baas
1536
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Posted - 2016.05.16 12:35:56 -
[14] - Quote
The phrase "devs please read" should automatically alias to http://support.eveonline.com, because that's pretty much the fastest way to accomplish that. |
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