Originally by: Ray Kaspo

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back when I played WoW, GM's also help their customers with issues like this, reimbursing the players with money if they accidentally vendor'd an expensive item or destroyed it on accident...

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Originally by: Ray Kaspo

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I remember that back then when it happened, I was quite new to the game, and ships are really expensive, so to me it didn't feel like "whoops I accidentally deleted my ship / bought one too many, oh well it's only a tiny amount of ISK anyway"

back when I played WoW, GM's also help their customers with issues like this, reimbursing the players with money if they accidentally vendor'd an expensive item or destroyed it on accident...

...it's called good customer service, something you apparently don't want in this game.

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Originally by: Cadde

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For example, i had a problem with a co-location server i rented once.
[long story snipped. --MDD]
Even the most professional support center (Yes i still think they gave the best support i have ever recieved, even after this incident as i understand their problem with customer dumbflood very well)

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Originally by: Cadde

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Point is, respect them and be smart. Critique yourself before pressing submit, ask yourself. How would i treat this if i worked with this EVERY day all day long and had to reply to even the most silly of things already covered in a FAQ/Manual/Guide or common sense.

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Originally by: GM Grimmi

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We strive to provide quality service but there is certainly always room for improvements.

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Originally by: Locus Bey

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Intelligence isn't a prequisite for being a Goon, in fact its a deficit.

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Originally by: zeonen

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stuff

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Originally by: George Petsch

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Nochricht: Dei schwarer StroinlSser trifftn Karli[Baatzis] und ruiniert erm so richtig de Dosn, 1343.7 schhodn, oida.

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Quote:

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Now I believe, asking such information is bullshit, if you ask me. Can they not ask for the last credit card used to pay for the account or even the last Game Time Code used on the account? Instead of 10 different things. That I alone would forget if I started when I was that age, and provided fake details to protect him.


Yet, he still hasn't got his account back, Due to GM Nova and such.

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Originally by: Catharacta

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My CNR runs on salvager tears.

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Originally by: zeonen

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Now the issues begin, he was 14 when he first started eve-online so he didn't provide his real details on the account information page because he was told never to give his name or address or anything over the internet (Hell, I tell that to my sons too, to fake details) so they ask him, for the following : Account Name, email address used to register the account, Date of birth when the account was registered, full name when the account was registered so he explained that he didn't remember the information and explained his issue and then all that Jazz, so the GM unbanned the account fair enough and set the email address back to the one when he first registered, so now he cannot access his account and they won't put his new email address back on the account information until he can provide the details when he first registered the account n

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Originally by: Kahega Amielden

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Out of the many petitions I've seen I've never had any take longer than 4 days...and that is for reimbursement petitions. Even on minor issues the petition time is < 3 days.

Either I have a special flag on my character that makes GMs give me top priority or there's a lot of Bsing going on in this thread.

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Originally by: GM Grimmi

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Hi everyone,
Some types of issues, e.g. hacking cases or complex technical issues, require a lot of work or specialist attention and therefore take longer to deal with and sometimes more time to send a first reply to.

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Originally by: GM Grimmi

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Our service level goals are basically: to keep the response time for stuck under one hour. Billing petitions and technical petitions should receive a first reply within 24 hours and petitions in other categories should not have to wait for more than 3 days at most.

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Originally by: GM Grimmi

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In short, all petitions will be replied to as soon as possible and handled in a timely and professional manner.

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Originally by: Jimer Lins

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To anyone filing a petition:

1) Type clearly and correctly.
2) Use punctuation.
3) Get a freaking dictionary.

If half of the people who complain about petition responses filed them using the same style they post with, it's not wonder it takes forever to figure out what the hell you're on about. If you can't clearly communicate with your own species via the written word, you need to work on that.

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Originally by: Furb Killer

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95% is from people refusing to write correct english when they can write correct english. And punctuation is also used in other languages. There is no need to write perfect official english, but keeping it readable is nice.

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Originally by: Elitia

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English isn't everyone's first language, you know.

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Originally by: Batolemaeus

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Originally by: Elitia

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English isn't everyone's first language, you know.

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It's not my first language either. Yet it did learn how to structure sentences and use interpunction in school.

Writing in a manner that it is understandable for another person has little to do with actual skills in the specific language. You can even understand borked up grammar in most cases, if the one who wrote the text spent some thought at structuring what he wrote.

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Originally by: Kahega Amielden

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Edited by: Kahega Amielden on 24/09/2008 17:14:13
Out of the many petitions I've seen I've never had any take longer than 4 days...and that is for reimbursement petitions. Even on minor issues the petition time is < 3 days.

Either I have a special flag on my character that makes GMs give me top priority or there's a lot of Bsing going on in this thread.

Quote:

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Now I believe, asking such information is bullshit, if you ask me. Can they not ask for the last credit card used to pay for the account or even the last Game Time Code used on the account? Instead of 10 different things. That I alone would forget if I started when I was that age, and provided fake details to protect him.


Yet, he still hasn't got his account back, Due to GM Nova and such.

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They do that because most people would rather enter in very simple information than to remember which credit card they used, find it and post the number. And before I go further, you have an issue giving out things like name, address and DOB over the internet but not your CREDIT CARD NUMBER? lol wut?

I'm sure if he presses enough they can probably do something for him, but I can certainly understand why CCP does what they do. They shouldn't have to change policy just because people lie.

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Originally by: Elitia

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Originally by: Jimer Lins

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To anyone filing a petition:

1) Type clearly and correctly.
2) Use punctuation.
3) Get a freaking dictionary.

If half of the people who complain about petition responses filed them using the same style they post with, it's not wonder it takes forever to figure out what the hell you're on about. If you can't clearly communicate with your own species via the written word, you need to work on that.

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English isn't everyone's first language, you know.

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Originally by: Huan Hunglong

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Originally by: Furb Killer

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95% is from people refusing to write correct english when they can write correct english. And punctuation is also used in other languages. There is no need to write perfect official english, but keeping it readable is nice.

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Since half of the GM's cant write correct (Actually lets rephrase that, understandable) english, its a bit much to expect the players (Inparticular the ones who english is a 2nd or third language) to write correct english.

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Originally by: Jimer Lins

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Originally by: Huan Hunglong

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Since half of the GM's cant write correct (Actually lets rephrase that, understandable) english, its a bit much to expect the players (Inparticular the ones who english is a 2nd or third language) to write correct english.

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I've never had any communication from GMs that wasn't clear and understandable. I know several of them don't speak English as their first language themselves, so the same rules apply. ;)

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Originally by: zeonen

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Hello

Thank you for the official reply there some Game Master actions are quite crazy though, some of them don't even read petitions, then close them when it concerns your account I've already submitted a petition for review by the lead Game Masters, due to the way, GM Nova handling things when it comes to me. And I don't want flamed at when I say the following, to me GM Nova is one power hungry Game Master quite a few people from my corp. also has delt with him/her and have the same to say about him/her

Another issue one of our alliance member had

One morning they logged in to their account to find that someone had accessed the account and contracted stuff to themselves. This wasn't cheap stuff either. Around 98 or so Player owned structure items the rough estimated value of the items was just close of 4 billion ISK now, he contacted eve-online support team to say that he believed someone accessed his account because he had the items stated above missing and he didn't contract them to the person he had to wait 4 days for them to take action on the 4th day, they temper banned his account, without any type of warning, so that was good and dandy, and then they started to investigate the suppose "Hacking" when ideally it was hacking, it was someone somehow got his password even though he changes his password twice a week (to prevent such thing) and now that happens. So all that happens

Now the issues begin, he was 14 when he first started eve-online so he didn't provide his real details on the account information page because he was told never to give his name or address or anything over the internet (Hell, I tell that to my sons too, to fake details) so they ask him, for the following : Account Name, email address used to register the account, Date of birth when the account was registered, full name when the account was registered so he explained that he didn't remember the information and explained his issue and then all that Jazz, so the GM unbanned the account fair enough and set the email address back to the one when he first registered, so now he cannot access his account and they won't put his new email address back on the account information until he can provide the details when he first registered the account n

Now I believe, asking such information is bullshit, if you ask me. Can they not ask for the last credit card used to pay for the account or even the last Game Time Code used on the account? Instead of 10 different things. That I alone would forget if I started when I was that age, and provided fake details to protect him.


Yet, he still hasn't got his account back, Due to GM Nova and such.

...

Sincerely

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Originally by: Haks'he Lirky

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Originally by: zeonen

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Hello

Thank you for the official reply there some Game Master actions are quite crazy though, some of them don't even read petitions, then close them when it concerns your account I've already submitted a petition for review by the lead Game Masters, due to the way, GM Nova handling things when it comes to me. And I don't want flamed at when I say the following, to me GM Nova is one power hungry Game Master quite a few people from my corp. also has delt with him/her and have the same to say about him/her

Another issue one of our alliance member had

One morning they logged in to their account to find that someone had accessed the account and contracted stuff to themselves. This wasn't cheap stuff either. Around 98 or so Player owned structure items the rough estimated value of the items was just close of 4 billion ISK now, he contacted eve-online support team to say that he believed someone accessed his account because he had the items stated above missing and he didn't contract them to the person he had to wait 4 days for them to take action on the 4th day, they temper banned his account, without any type of warning, so that was good and dandy, and then they started to investigate the suppose "Hacking" when ideally it was hacking, it was someone somehow got his password even though he changes his password twice a week (to prevent such thing) and now that happens. So all that happens

Now the issues begin, he was 14 when he first started eve-online so he didn't provide his real details on the account information page because he was told never to give his name or address or anything over the internet (Hell, I tell that to my sons too, to fake details) so they ask him, for the following : Account Name, email address used to register the account, Date of birth when the account was registered, full name when the account was registered so he explained that he didn't remember the information and explained his issue and then all that Jazz, so the GM unbanned the account fair enough and set the email address back to the one when he first registered, so now he cannot access his account and they won't put his new email address back on the account information until he can provide the details when he first registered the account n

Now I believe, asking such information is bullshit, if you ask me. Can they not ask for the last credit card used to pay for the account or even the last Game Time Code used on the account? Instead of 10 different things. That I alone would forget if I started when I was that age, and provided fake details to protect him.


Yet, he still hasn't got his account back, Due to GM Nova and such.

...

Sincerely

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Considering how your forum post is formed I would not be suprised if support people will misunderstand or simply misjudge your statements.

Information you provided when you registered the account is the basis for the contract between player and CCP. It's like telling your son to lie to your bank, or the insurance company, or your internet provider. It's a business contract, do not give bogus information.

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