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Loka	Posted - 2004.08.26 09:45:00 - [1] Edited by: Loka on 26/08/2004 09:46:29 Hi. This is not a flamethreat or anything else. I just want to see the replys to this post growing, due to unpleased consumers. Iam sure many of you have petitioned anything. Iam working for a software producer myself. And i know about issues in softwares very well. But the every software producer must have a good support department or a good hotline, which is in EVE not needed ofc. CCP is doing a very good job when it comes to develop code and idears about their product, but are one of the worst company i know when it you need any kind of support. I for my self had wrote several petitions about billing problems where i lost 1 week of training, because they havent agreed that i already payed and in the end i was right. No reimbrusement for my lost training time. It durated over 1 month till this issue was solved and only because i investigated the issue and start searching for the money. Btw i wrote 4 petitions on this issues and several mails. I lost a BS and havent got my insurance. It took 4 month to tell me they still investigate this issue. I petitioned it 3 times. Now i have a possible reason why i didnt get the money. I think i can remember that i repackaged my Ship, which ofc resulted that my contract was void. Have stoped my questions about it and my petitions, but still no official answer from CCP if iam right or not. It was in Februar btw. Iam sure many ppl have problems with the support of CCP. I know how buggy a software can be. As i said iam a coder myself and i program bugs myself and have to fix it. CCP has at least to inform the ppl about their investigations and advancement they make with your personal issue. Iam pretty sure CCP is very busy and has no time for answering, but this will mean, they are lacking in personal for support questions. Thats simple. I know everyone want to make as money as possible, but with unpleased customer you danger that they will play another game is bigger imo. If someone asking my how i like CCP and EVE online i would answer this. "EVE is a great game and best game i played last years. You can have lot of fun playing this game. It has a great communtiy also best i ever saw. The Avarage age of the customer is higher, which is a good thing imo. You can do everything you want in this game from PVP to Missions to Manufacturing. BUT EVE also has problems. Last month the Lags in bigger engagements (20+) has increased, which makes the game almost unplayable. And CCP has big problems with support. As long as you dont need them all is good, but once you will need them, it will take ages to resolve problems and a lot of personal stress." Remove this 2 things and EVE is almost perfect for a lot of ppl iam pretty sure. _____________________________________ Dead or Alive
Loka	Posted - 2004.08.26 09:45:00 - [2] Edited by: Loka on 26/08/2004 09:46:29 Hi. This is not a flamethreat or anything else. I just want to see the replys to this post growing, due to unpleased consumers. Iam sure many of you have petitioned anything. Iam working for a software producer myself. And i know about issues in softwares very well. But the every software producer must have a good support department or a good hotline, which is in EVE not needed ofc. CCP is doing a very good job when it comes to develop code and idears about their product, but are one of the worst company i know when it you need any kind of support. I for my self had wrote several petitions about billing problems where i lost 1 week of training, because they havent agreed that i already payed and in the end i was right. No reimbrusement for my lost training time. It durated over 1 month till this issue was solved and only because i investigated the issue and start searching for the money. Btw i wrote 4 petitions on this issues and several mails. I lost a BS and havent got my insurance. It took 4 month to tell me they still investigate this issue. I petitioned it 3 times. Now i have a possible reason why i didnt get the money. I think i can remember that i repackaged my Ship, which ofc resulted that my contract was void. Have stoped my questions about it and my petitions, but still no official answer from CCP if iam right or not. It was in Februar btw. Iam sure many ppl have problems with the support of CCP. I know how buggy a software can be. As i said iam a coder myself and i program bugs myself and have to fix it. CCP has at least to inform the ppl about their investigations and advancement they make with your personal issue. Iam pretty sure CCP is very busy and has no time for answering, but this will mean, they are lacking in personal for support questions. Thats simple. I know everyone want to make as money as possible, but with unpleased customer you danger that they will play another game is bigger imo. If someone asking my how i like CCP and EVE online i would answer this. "EVE is a great game and best game i played last years. You can have lot of fun playing this game. It has a great communtiy also best i ever saw. The Avarage age of the customer is higher, which is a good thing imo. You can do everything you want in this game from PVP to Missions to Manufacturing. BUT EVE also has problems. Last month the Lags in bigger engagements (20+) has increased, which makes the game almost unplayable. And CCP has big problems with support. As long as you dont need them all is good, but once you will need them, it will take ages to resolve problems and a lot of personal stress." Remove this 2 things and EVE is almost perfect for a lot of ppl iam pretty sure. _____________________________________ Dead or Alive
Joshua Calvert	Posted - 2004.08.26 09:46:00 - [3] I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY!
Joshua Calvert	Posted - 2004.08.26 09:46:00 - [4] I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY!
ErrorS	Posted - 2004.08.26 09:49:00 - [5] haha. ________ I'm strict Caldari "The grass is always greener on the other side" - Maybe they're not as uber as you think? -ErrorS
ErrorS	Posted - 2004.08.26 09:49:00 - [6] haha. ________ I'm strict Caldari "The grass is always greener on the other side" - Maybe they're not as uber as you think? -ErrorS
Thanit	Posted - 2004.08.26 10:20:00 - [7] Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. I've petitioned several times myself. And I second Josh's post with the exeption that I'm not British but Dutch. To add something to your specific troubles. You may work at a software company and know stuff about bugs. I work at a bank and know stuff about payment troubles amongst others. Believe me when I say tracing an international payment or creditcard billing item can be hell if things decide to be cross on you. Not that that means ccp shouln't be keeping you up to date regularly about your issue. Anyway, I think opinions on CCP service differ a great deal. I wouldn't be able to tell why, but I would think good input helps generate good output in many cases.
Thanit	Posted - 2004.08.26 10:20:00 - [8] Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. I've petitioned several times myself. And I second Josh's post with the exeption that I'm not British but Dutch. To add something to your specific troubles. You may work at a software company and know stuff about bugs. I work at a bank and know stuff about payment troubles amongst others. Believe me when I say tracing an international payment or creditcard billing item can be hell if things decide to be cross on you. Not that that means ccp shouln't be keeping you up to date regularly about your issue. Anyway, I think opinions on CCP service differ a great deal. I wouldn't be able to tell why, but I would think good input helps generate good output in many cases.
dreddish	Posted - 2004.08.26 11:29:00 - [9] I have had several run-ins with ccp customer service and I must say the service has been fantastic ! Its a shame you feel this way, but you must remember, that with roughly 100,000 customers there is going to be the odd customer service problem. Its a tradgedy that you lost a battleship back in feb and didnt get your insurance because - you may/may not - have re-packaged your ship, and also lost one week training time but its time to move on - 7 months have passed - the wounds should be healing by now.... PS - Is this a wind up thread ?
dreddish	Posted - 2004.08.26 11:29:00 - [10] I have had several run-ins with ccp customer service and I must say the service has been fantastic ! Its a shame you feel this way, but you must remember, that with roughly 100,000 customers there is going to be the odd customer service problem. Its a tradgedy that you lost a battleship back in feb and didnt get your insurance because - you may/may not - have re-packaged your ship, and also lost one week training time but its time to move on - 7 months have passed - the wounds should be healing by now.... PS - Is this a wind up thread ?
cashman	Posted - 2004.08.26 11:35:00 - [11] Their support just plain stinks. Atm I have a been waiting for a issue to be resolved in more than 9 weeks! The only response I've had was from the automated replies asking how well they did... I was asked by a GM to re-petition it, it have been re-inserted in list of petitions with top priority by another GM. Yet, only response I've had was: "How well did we do?". At another point I petitioned a exploit, GM was obviously not a player and gave me a useless reply. Repetitioned and asked for another GM to handle it, then I was threatend with a ban from the first GM. Ah yes, should I stay or should I leave my friends behind? ____________________________________ »»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»
cashman	Posted - 2004.08.26 11:35:00 - [12] Their support just plain stinks. Atm I have a been waiting for a issue to be resolved in more than 9 weeks! The only response I've had was from the automated replies asking how well they did... I was asked by a GM to re-petition it, it have been re-inserted in list of petitions with top priority by another GM. Yet, only response I've had was: "How well did we do?". At another point I petitioned a exploit, GM was obviously not a player and gave me a useless reply. Repetitioned and asked for another GM to handle it, then I was threatend with a ban from the first GM. Ah yes, should I stay or should I leave my friends behind? ____________________________________ »»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»
Chrimera	Posted - 2004.08.26 11:40:00 - [13] Had a few teething problems over the past 16 months and CCP have been superb. Yeah there was a delay when my character got stuck but its only ever taken 4 or 5 hours to get unstuck. I can live with that, I'm not unrealistic enough to assume I should take priority over others. I think people need to realise how much money CCP must have invested in this game. Great customer support is always handy to have, but why have 200 customer support people that you can't afford, causing the game to disappear due to CCP running out of money. I would have to say CCP must have forked out a million or two at least before EVE even went live. thats a hell of a lot of money to pay back to someone. I'm sure their current internet connection isn't a ú19.99 Wanadoo account either. Better customer support would be nice if people are having that many problems, but I would prefer Eve to exist than to have my own personal customer support agent. HUBRIS TECHNOLOGIES, SHAPING THE FUTURE
Chrimera	Posted - 2004.08.26 11:40:00 - [14] Had a few teething problems over the past 16 months and CCP have been superb. Yeah there was a delay when my character got stuck but its only ever taken 4 or 5 hours to get unstuck. I can live with that, I'm not unrealistic enough to assume I should take priority over others. I think people need to realise how much money CCP must have invested in this game. Great customer support is always handy to have, but why have 200 customer support people that you can't afford, causing the game to disappear due to CCP running out of money. I would have to say CCP must have forked out a million or two at least before EVE even went live. thats a hell of a lot of money to pay back to someone. I'm sure their current internet connection isn't a ú19.99 Wanadoo account either. Better customer support would be nice if people are having that many problems, but I would prefer Eve to exist than to have my own personal customer support agent. HUBRIS TECHNOLOGIES, SHAPING THE FUTURE
Wookie	Posted - 2004.08.26 11:45:00 - [15] I have had a few issues with EVE, and CCP has been very helpful and quick in responding. A+ for effort :)
Wookie	Posted - 2004.08.26 11:45:00 - [16] I have had a few issues with EVE, and CCP has been very helpful and quick in responding. A+ for effort :)
Thraxll	Posted - 2004.08.26 11:49:00 - [17] Yeah right, like we're gonna trust a hairless Wookie "The long and short of it is that this game, or any game, is either going to be a kindergarten where it's safe and cuddly and secure and you can play with plush tigers, or it will be a harsh place, harsh but interesting and interesting because harsh, where you must take risks to succeed and so must everyone, since victory is tasteless without danger." - Raivn Akhama
Thraxll	Posted - 2004.08.26 11:49:00 - [18] Yeah right, like we're gonna trust a hairless Wookie "The long and short of it is that this game, or any game, is either going to be a kindergarten where it's safe and cuddly and secure and you can play with plush tigers, or it will be a harsh place, harsh but interesting and interesting because harsh, where you must take risks to succeed and so must everyone, since victory is tasteless without danger." - Raivn Akhama
Crowley	Posted - 2004.08.26 11:52:00 - [19] Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. You,re not british, you're from too far north. You're quasi-Icelandic in disguise
Crowley	Posted - 2004.08.26 11:52:00 - [20] Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. You,re not british, you're from too far north. You're quasi-Icelandic in disguise
Joshua Calvert	Posted - 2004.08.26 11:57:00 - [21] Originally by: Crowley Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. You,re not british, you're from too far north. You're quasi-Icelandic in disguise I told you, that Bjork CD and the rotten shark meat buried in my back yard had nothing to do with me! LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY!
Joshua Calvert	Posted - 2004.08.26 11:57:00 - [22] Originally by: Crowley Originally by: Joshua Calvert I've not had any problems with CCP Customer Service. Maybe it's because I'm patient, understanding, and British, though. You,re not british, you're from too far north. You're quasi-Icelandic in disguise I told you, that Bjork CD and the rotten shark meat buried in my back yard had nothing to do with me! LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY!
Amin	Posted - 2004.08.26 12:03:00 - [23] Never had any problems with CCP support either, infact every petition iv made in the last 14+ months has had a response wthin 7-8 days and normally an explanation if they cant do something. The one thing i have noticed though, often responses from petitions end up in my spam/bulk mail folder, so its possible people miss them. Drink StarsiÖ Relation Co-ordinator Caldari State Citizen ------------------------------------------------------------------------
Amin	Posted - 2004.08.26 12:03:00 - [24] Never had any problems with CCP support either, infact every petition iv made in the last 14+ months has had a response wthin 7-8 days and normally an explanation if they cant do something. The one thing i have noticed though, often responses from petitions end up in my spam/bulk mail folder, so its possible people miss them. Drink StarsiÖ Relation Co-ordinator Caldari State Citizen ------------------------------------------------------------------------
calx	Posted - 2004.08.26 13:12:00 - [25] CCP has provided the best support I've ever encountered in an MMORPG. Better than SWG (LOL about a million times better than them), better than AC1 and AC2, infinitely better than DAOC (Euro anyway, I have no experience of the US support), better than PlanetSide (stretching it calling it an MMORPG I know...), better than E&B. They are fast, friendly, knowledgeable and patient. I've had maybe 15 petitions dealt with on a variety of subjects, all of which have been handled excellently.
calx	Posted - 2004.08.26 13:12:00 - [26] CCP has provided the best support I've ever encountered in an MMORPG. Better than SWG (LOL about a million times better than them), better than AC1 and AC2, infinitely better than DAOC (Euro anyway, I have no experience of the US support), better than PlanetSide (stretching it calling it an MMORPG I know...), better than E&B. They are fast, friendly, knowledgeable and patient. I've had maybe 15 petitions dealt with on a variety of subjects, all of which have been handled excellently.
Roshan longshot	Posted - 2004.08.26 13:41:00 - [27] I have had little or no problems with CCP customer support...kept getting stuck in one station, just the one. They kept comming to my aid with a jolly laugh. They have replied to other pettions in my corp with speed and a willingness to listen to the complaints. But now waiting on a pettion of harrassment to be resolved. Free-form Professions, ensure no limetations on professions. Be a trader, fighter, industialist, researcher, hunter,pirate[/i] or mixture of them all. [i]As read from the original box and from this site.
Roshan longshot	Posted - 2004.08.26 13:41:00 - [28] I have had little or no problems with CCP customer support...kept getting stuck in one station, just the one. They kept comming to my aid with a jolly laugh. They have replied to other pettions in my corp with speed and a willingness to listen to the complaints. But now waiting on a pettion of harrassment to be resolved. Free-form Professions, ensure no limetations on professions. Be a trader, fighter, industialist, researcher, hunter,pirate[/i] or mixture of them all. [i]As read from the original box and from this site.
Rodj Blake	Posted - 2004.08.26 13:57:00 - [29] I've had cause to petition various things since I started playing Eve, and have never had a problem with their support. I think the trick is to be polite when you petition them, and maybe even send them a thank you mail afterwards. "Good manners don't cost nothing..." Dolce et decorum est pro imperator mori
Rodj Blake	Posted - 2004.08.26 13:57:00 - [30] I've had cause to petition various things since I started playing Eve, and have never had a problem with their support. I think the trick is to be polite when you petition them, and maybe even send them a thank you mail afterwards. "Good manners don't cost nothing..." Dolce et decorum est pro imperator mori
Miso	Posted - 2004.08.26 13:59:00 - [31] Ive always had prompt responses to my petitions, and Wrangler often sends me very prompt emails concerning my forum posts. So overall, 5 pineapples out of 5 from me. -------------------------------------------- Dead
Miso	Posted - 2004.08.26 13:59:00 - [32] Ive always had prompt responses to my petitions, and Wrangler often sends me very prompt emails concerning my forum posts. So overall, 5 pineapples out of 5 from me. -------------------------------------------- Dead
Rangar	Posted - 2004.08.26 14:24:00 - [33] I can compare the support for EVE with the support for Ultima Online, Jumpgate, Everquest and Dark Age of Camelot. CCP has by far the best support of these 5 games.
Rangar	Posted - 2004.08.26 14:24:00 - [34] I can compare the support for EVE with the support for Ultima Online, Jumpgate, Everquest and Dark Age of Camelot. CCP has by far the best support of these 5 games.
Ris Dnalor	Posted - 2004.08.26 14:46:00 - [35] I have had nothing but good personal experiences with CCP customer support. I don't always LIKE the answers i get, but they are quick & fair imho. That is not to say that all people have the same experience, but i can only speak for what I myself know. CCP is aware of the lag issue with large pvp battles & is working on it, what else can they do? CCP isn't perfect, but no company is. I do hope you get your issues resolved, however, losing skill training b/c of a billing problem is something i'm sure CCP doesn't want to happen. tralala -- Jump Drive Operation / Rank 5 / SP: 1280000 of 1280000
Ris Dnalor	Posted - 2004.08.26 14:46:00 - [36] I have had nothing but good personal experiences with CCP customer support. I don't always LIKE the answers i get, but they are quick & fair imho. That is not to say that all people have the same experience, but i can only speak for what I myself know. CCP is aware of the lag issue with large pvp battles & is working on it, what else can they do? CCP isn't perfect, but no company is. I do hope you get your issues resolved, however, losing skill training b/c of a billing problem is something i'm sure CCP doesn't want to happen. tralala -- Jump Drive Operation / Rank 5 / SP: 1280000 of 1280000
Loka	Posted - 2004.08.26 15:09:00 - [37] seems iam the only one haveing problems in the past. In this case, its probably something i did wrong and i apologize to CCP for my "attacks". _____________________________________ Dead or Alive
Loka	Posted - 2004.08.26 15:09:00 - [38] seems iam the only one haveing problems in the past. In this case, its probably something i did wrong and i apologize to CCP for my "attacks". _____________________________________ Dead or Alive
Slardibardfast	Posted - 2004.08.26 16:18:00 - [39] Quote: I for my self had wrote several petitions about billing problems Quote: Btw i wrote 4 petitions on this issues and several mails. Quote: I lost a BS and havent got my insurance Quote: I petitioned it 3 times Quote: Iam pretty sure CCP is very busy and has no time for answering Yep, they are trying to match the multiple petitions you have sent in to work out the duplicates and remove them. I believe that it was said "Please only submit one petition on one subject until it is closed. Multiple petitons on one problem from the same person take much longer to sort out and delay us from resolving the original problem" or something like that. I have never had a problem with CCP and petitions. I placed one once for lost minerals during a server hickup. I lost in total about 7 million isk worth. It was not the end of the world & I got them back after 2 weeks (I did not need the money & went out & bought replacment ones). The lessons today are: 1) Dont flood the que with duplicate entries as it slows them down. 2) Be polite as the person who read the petition did not cause the problem just to hurt you. (even though you may think they did) 3) Provide as much information as possible. e.g. in my case the time, date, location (System & station), anything strange noticed & the thing I was trying to do at the time (trading from xxxx to yyyy) 4) Remove the petition if it is resolved either by you or by them (e.g. your insurance problem) this speeds up other petitions in the que
Slardibardfast	Posted - 2004.08.26 16:18:00 - [40] Quote: I for my self had wrote several petitions about billing problems Quote: Btw i wrote 4 petitions on this issues and several mails. Quote: I lost a BS and havent got my insurance Quote: I petitioned it 3 times Quote: Iam pretty sure CCP is very busy and has no time for answering Yep, they are trying to match the multiple petitions you have sent in to work out the duplicates and remove them. I believe that it was said "Please only submit one petition on one subject until it is closed. Multiple petitons on one problem from the same person take much longer to sort out and delay us from resolving the original problem" or something like that. I have never had a problem with CCP and petitions. I placed one once for lost minerals during a server hickup. I lost in total about 7 million isk worth. It was not the end of the world & I got them back after 2 weeks (I did not need the money & went out & bought replacment ones). The lessons today are: 1) Dont flood the que with duplicate entries as it slows them down. 2) Be polite as the person who read the petition did not cause the problem just to hurt you. (even though you may think they did) 3) Provide as much information as possible. e.g. in my case the time, date, location (System & station), anything strange noticed & the thing I was trying to do at the time (trading from xxxx to yyyy) 4) Remove the petition if it is resolved either by you or by them (e.g. your insurance problem) this speeds up other petitions in the que
QwaarJet	Posted - 2004.08.26 17:08:00 - [41] Edited by: QwaarJet on 26/08/2004 17:09:44 CCP Customer support sucks.Why do you think so many of these topics spring up? I have petitioned several times and never actually had a response, and on the forums and in-game, ask them a question and they will avoid it/flame you and then answer a really stupid question. Perhaps when every topic on the first page is moaning about Customer Support CCP might then realise that they have some work to do in the CS department. BTW Josh, I have patience and am British.Doesn't make an difference to me. "Hobbes, she stepped into the Perimter Of Wisdom.Run!"
QwaarJet	Posted - 2004.08.26 17:08:00 - [42] Edited by: QwaarJet on 26/08/2004 17:09:44 CCP Customer support sucks.Why do you think so many of these topics spring up? I have petitioned several times and never actually had a response, and on the forums and in-game, ask them a question and they will avoid it/flame you and then answer a really stupid question. Perhaps when every topic on the first page is moaning about Customer Support CCP might then realise that they have some work to do in the CS department. BTW Josh, I have patience and am British.Doesn't make an difference to me. "Hobbes, she stepped into the Perimter Of Wisdom.Run!"
fuze	Posted - 2004.08.26 23:53:00 - [43] Edited by: fuze on 27/08/2004 00:05:54 To me EVE customer care is like a brick wall hitting me at 100KM/s every time I try to contact them. I so much hope they will improve on this because its the biggest letdown for me in Eve. Just hope that they will hire more people so the response time goes down and there will be no need for this stupid email automated message which is clearly a stalling tactic to filter out the stupid n00b questions and nagging from people who can't PvP. It's chapter 9 in the book 'Guide for managers in ICT'. "Make you're customers wait so you can look more powerfull." Which normal people will translate into "Make customer support look more pittyfull" ___________________________ Favorite bumpersticker of the month: My head hurts!
fuze	Posted - 2004.08.26 23:53:00 - [44] Edited by: fuze on 27/08/2004 00:05:54 To me EVE customer care is like a brick wall hitting me at 100KM/s every time I try to contact them. I so much hope they will improve on this because its the biggest letdown for me in Eve. Just hope that they will hire more people so the response time goes down and there will be no need for this stupid email automated message which is clearly a stalling tactic to filter out the stupid n00b questions and nagging from people who can't PvP. It's chapter 9 in the book 'Guide for managers in ICT'. "Make you're customers wait so you can look more powerfull." Which normal people will translate into "Make customer support look more pittyfull" ___________________________ Favorite bumpersticker of the month: My head hurts!
Lurk	Posted - 2004.08.27 00:32:00 - [45] I never had any problems with CCP's support, unlike in other mmorpgs. I must say i had a lot of problems, i petioned (one time) and usually the problem was solved. I have to admit i didn't need to petition for some time now (luckily), so this might have changed but i doubt it.
Lurk	Posted - 2004.08.27 00:32:00 - [46] I never had any problems with CCP's support, unlike in other mmorpgs. I must say i had a lot of problems, i petioned (one time) and usually the problem was solved. I have to admit i didn't need to petition for some time now (luckily), so this might have changed but i doubt it.

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