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Lack of respect for customers.

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Author	Thread Statistics \| Show CCP posts - 1 post(s)
Cpt Lox Vault 303 3	Posted - 2012.06.01 12:11:00 - [1] - Quote And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ??? so let me put my answer, u all are rather familiar with situation: "lolol that is ***** bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even read this and automatically put answer 'no' to every single petition u recived. I am paying real money for this game so i want to be treated with a CUSTOMER RESPECT - not like : copy - paste, next! which means at least u should read that petition, and give answer related to the problem. And i really dont give a about your server, if i say there is a bug (why i lost ship), and i ask on help channel and few other people says: there is a bug, that means THERE IS A BUG, so dont give me a bullshit: we didnt find a problem because u didnt even look for it!! (copy - paste, next! rule) Prove me wrong!!! Its not about the isks as the lost ship was worth like 15mil, its about RESPECT that person, at front of monitor, a person who pays for game (which means giving you your ***** salary) should get. "
Tallian Saotome Fractured Core Fatal Ascension 740	Posted - 2012.06.01 12:13:00 - [2] - Quote Copy/Paste letters are standard practice in customer service because they are phrased in a way that has been vetted by the legal department. Don't assume that no effort went into it just because it is a standardized form they are required to use. Inappropriate signature removed, CCP Phantom.
smokess Selective Hearing Nearly Feared 11	Posted - 2012.06.01 12:13:00 - [3] - Quote I have received quite a few ships back after petitioning my loss. The key thing is......wait for it......I don't expect to get my **** back when something was my fault.
Lady Ayeipsia Red Federation RvB - RED Federation 182	Posted - 2012.06.01 12:15:00 - [4] - Quote You try answering 100+ petitions a day, many by people who are, much like yourself, bossy, pushy, and feel far too entitled and see how often you copy and paste. Get over it. As you said, the ship was cheap to you. How about you show some more respect first, stop complaining about minor issues, and let the gms deal with real problems?
Mallak Azaria xX-Crusader-Xx Luna Sanguinem 163	Posted - 2012.06.01 12:16:00 - [5] - Quote Cpt Lox wrote: And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ??? so let me put my answer, u all are rather familiar with situation: "lolol that is ***** bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even read this and automatically put answer 'no' to every single petition u recived. I am paying real money for this game so i want to be treated with a CUSTOMER RESPECT - not like : copy - paste, next! which means at least u should read that petition, and give answer related to the problem. And i really dont give a about your server, if i say there is a bug (why i lost ship), and i ask on help channel and few other people says: there is a bug, that means THERE IS A BUG, so dont give me a bullshit: we didnt find a problem because u didnt even look for it!! (copy - paste, next! rule) Prove me wrong!!! Its not about the isks as the lost ship was worth like 15mil, its about RESPECT that person, at front of monitor, a person who pays for game (which means giving you your ***** salary) should get. " I wouldn't expect to receive any respect sending a message like that.
Frying Doom Tinfoil Hat News Ltd. 269	Posted - 2012.06.01 12:17:00 - [6] - Quote I have always found being polite and thanking people for their time gets you alot further. Any Spelling, gramatical and literary errors made by me are included free of charge.
Benny Ohu Blue Republic RvB - BLUE Republic 159	Posted - 2012.06.01 12:18:00 - [7] - Quote Looks like a lack of respect for a guy doing his job and following procedure, too. o7 There's a difference between voicing a complaint and acting in an insulting manner.
Haldor Rune State War Academy Caldari State 57	Posted - 2012.06.01 12:21:00 - [8] - Quote Everyone has explained the situation pretty well, but I hope all posts after this continue to show how much of a jerk you were.
ChaeDoc II Sigillum Militum Xpisti Fatal Ascension 76	Posted - 2012.06.01 12:21:00 - [9] - Quote Maybe CCP should reply more personally to your petitions in future. Something along the lines of: "As a result of your continued and frivolous use of the petition system it has been decided to remove 500mil ISK from your account." Maybe if CCP didn't have to investigate every pathetic petition from complete ****tards like yourself the system would run more quickly.
Simetraz State War Academy Caldari State 345	Posted - 2012.06.01 12:24:00 - [10] - Quote Benny Ohu wrote: Looks like a lack of respect for a guy doing his job and following procedure, too. o7 There's a difference between voicing a complaint and acting in an insulting manner. This You ever hear the phrase respect is earned. Well a some manners and above all respect to the person you are talking to might just get a better response. In short clean up your act. EVERYBODY KNOWS

Pheusia Vanishing Point. The Initiative. 74	Posted - 2012.06.01 12:27:00 - [11] - Quote Cpt Lox wrote: And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ??? so let me put my answer, u all are rather familiar with situation: "lolol that is ***** bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even read this and automatically put answer 'no' to every single petition u recived. I am paying real money for this game so i want to be treated with a CUSTOMER RESPECT - not like : copy - paste, next! which means at least u should read that petition, and give answer related to the problem. And i really dont give a about your server, if i say there is a bug (why i lost ship), and i ask on help channel and few other people says: there is a bug, that means THERE IS A BUG, so dont give me a bullshit: we didnt find a problem because u didnt even look for it!! (copy - paste, next! rule) Prove me wrong!!! Its not about the isks as the lost ship was worth like 15mil, its about RESPECT that person, at front of monitor, a person who pays for game (which means giving you your ***** salary) should get. " Having worked in customer service I can say that you'll be right at the back of the queue with a petition like that. That's if they don't simply delete it.
Benny Ohu Blue Republic RvB - BLUE Republic 159	Posted - 2012.06.01 12:27:00 - [12] - Quote ChaeDoc II wrote: Maybe if CCP didn't have to investigate every pathetic petition from complete ****tards like yourself the system would run more quickly. Well, he does have the right to petition for whatever he lost, still. OP, reinbursements will take a long time because the GMs have to check the server logs to see how you lost your stuff, first. They have to do that with each petition, I think. EDIT: Although I heard a rumour EVE doesn't keep detailed combat logs? :S I unno
Cutter Isaacson Peace N Quiet 257	Posted - 2012.06.01 12:30:00 - [13] - Quote Thread title should read "Lack of Customer Respect" Numbers of terminally stupid people seem to be on the increase, I suggest we have a real life Stupidageddon to rectify this issue.
Tallian Saotome Fractured Core Fatal Ascension 740	Posted - 2012.06.01 12:34:00 - [14] - Quote Hey guys, as someone who works in the tech cst service sector, I gotta say every single post in this thread so far has made the end of my shift way happier, just knowing people aren't all that stupid. Inappropriate signature removed, CCP Phantom.

GM Homonoia Game Masters C C P Alliance 652	Posted - 2012.06.01 12:34:00 - [15] - Quote First, let me reiterate a post I made in another thread: GM Homonoia wrote: Let me apologize for the petition reply times at the moment. Currently we are working under a very heavy load and we are hiring aggressively to compensate for this. Current wait times (as of this message) are as follows: Oldest petition without a reply in Billing: 2012.05.31 18:41:00 Oldest petition without a reply in Game Play: 2012.05.24 15:21:00 Oldest petition without a reply in Technical:2012.05.29 15:11:00 Number of petitions awaiting a GM answer in Billing: 130 Number of petitions awaiting a GM answer in Game Play: 1646 Number of petitions awaiting a GM answer in Technical: 177 Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases. Cpt Lox wrote: But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ???" This has to do with the sheer amount of petitions in our queues. Once we get to a petition we can usually investigate and send out a reply inside 15 minutes. The waiting times mostly come from the fact that there are 1500 petitions in front of you; we work under a first come, first serve principle (per queue type). Cpt Lox wrote: And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. Do we use standard replies? Yes, we do. We simply have to due to the sheer amount of petitions we deal with on a daily basis. On top of that, a large amount of petitions deal with the same subjects and simply require the same explanation; typing these out time and again, dozens of times each day is simply impractical and a waste of time. HOWEVER, even when a standard reply is used a GM should ALWAYS make sure that it does, actually, answer the question and is relevant to your case. This often means that part of a reply is a standard reply, but it should have added information that explains more about the details pertaining to your case. If this is not the case, please feel encouraged to ask for more details. Do note that we can never quote our logs directly (that is considered a security risk to our servers) and that we may not be able to "provide hard proof" due to this. Senior GM Homonoia \| Info Group \| Senior Game Master

J3ssica Alba Federal Navy Academy Gallente Federation 396	Posted - 2012.06.01 12:34:00 - [16] - Quote To which customer support are you sending these petitions to? All my petitions have been answered within hours (not days) and have been useful and informative. This is my signature. There are many others like it, but this one is mine.-á Without me, my signature is useless. Without my signature, I am useless
Sugar Kyle The humbleless Crew Capital Punishment. 40	Posted - 2012.06.01 12:37:00 - [17] - Quote I find being respectful to them in the first place is a good idea as well. Customer service is a miserable job as is. All of my petitions have taken a week or more to receive responses. Each of them had perfectly good reasons for that and I didn't think twice about it.
Tallian Saotome Fractured Core Fatal Ascension 740	Posted - 2012.06.01 12:40:00 - [18] - Quote One more post from me. First level customer service reps are ALWAYS on your side, and will do everything they can get away with to help the customer... Unless the customer is rude, demanding, or otherwise hard to work with, at which point we do everything in our power to make sure your life is just as frustrating and miserable as you make ours. As a general rule, most of us hate the policies that don't let us hook you up, but you know, its our job to say no when you don't deserve something. In short, you catch more flies with honey than you do with vinegar. Inappropriate signature removed, CCP Phantom.
Gul'gotha Derv'ash Z3R0 RETURN MINING INC. Li3 Federation 29	Posted - 2012.06.01 12:41:00 - [19] - Quote Actually they do go through the petitions and work on them. I had one where I had an NPC argo timer, warped to a moon and logged off, got probed and pointed in the 2 minutes, but auto logged out after the argo timer. After that I logged back in and out again in 14 seconds, was tagged with a 15 min PvP argo timer from being pointed (which is ******** that I would get tagged with a timer when I didn't agress or wasn't even online), and then someone came around and popped me during the 15 minutes while I was logged out, but my ship was still logged in during the 15 min agro timer. The GM game me time stamps and the names of the people who had initiated everything on me and responded a good 4-5 times to my questions since I was dumbfounded by how absolutely stupid the current system works. What you have to keep in mind is that there are 400,000+ active subscriptions to this game. A LOT of people put petitions in, a lot of people put petitions in for some pretty moronic things. They have a standard message that they respond with to save them time when dealing with the idiots.
Alia Gon'die Aliastra Gallente Federation 42	Posted - 2012.06.01 12:47:00 - [20] - Quote I'd like to link a cracked article here on Customer Service. As someone who has worked in a call-in call center (for AT&T Mobile, no less), I can verify that all of these things are true. Oh, also it's NSFW because of bad words :ohno: http://www.cracked.com/blog/5-idiotic-misconceptions-about-calling-customer-service/

Alia Gon'die Aliastra Gallente Federation 42	Posted - 2012.06.01 12:49:00 - [21] - Quote I like the assumption that the GM is getting some kind of a fat salary, when it's probably just enough to live on. Edit: And is an hourly wage, not a salary. If it is a salary, then they get royally shafted when they have to do overtime because of YOUR stupid petition.
Nirnias Stirrum Tr0pa de elite. Against ALL Authorities 183	Posted - 2012.06.01 12:53:00 - [22] - Quote If i ever had a customer speak to me the way your petition sounded he wouldnt get the help he wanted either. In order to be given respect you have to be respectful ya bloody fool.
Cutter Isaacson Peace N Quiet 257	Posted - 2012.06.01 12:54:00 - [23] - Quote Just to actually add something constructive to this thread, I posted a petition to CCP under the Gameplay section. There had been an error somewhere whilst my corpmate and I were trying to transfer the CEO position in our little two person Corp and somehow we both got kicked and the Corp was closed. It went pop taking all my friends stuff with it. Within 5 days I got an apologetic reply from a very nice GM, who has promised to do their best to try and rectify at least some of the problems as best he/she can. I believe I was polite and succinct in my petition, and was polite again when replying to said GM, and this is why I am getting things sorted out. Decency costs nothing, and manners as they say, maketh the man. I may troll on here, and I may troll in game, but when it comes to dealing with the people in charge of my entertainment I find that a good attitude serves me much better than my forum/in game persona. The OP may want to consider following that example. Numbers of terminally stupid people seem to be on the increase, I suggest we have a real life Stupidageddon to rectify this issue.
Homo Jesus The LGBT Last Supper 15	Posted - 2012.06.01 13:01:00 - [24] - Quote I'm interested to know what the "bug" was that caused you to loose your stuff. Stop bothering people trying to work with half assed lies and you won't get the "go away looser" form letter? What were they supposed to do compose a personalized apology that you were wronged but not in a way they can help with?
Dheeradj Nurgle Antwerpse Kerels The Skeleton Crew 15	Posted - 2012.06.01 13:04:00 - [25] - Quote The few tickets I Submitted where alwaya answered within 4 hours. the longest took 2 day's because they had to confirm a bank transfer. Be polite, and you'll get far...
gmjab Orium Mining and Exploration 34	Posted - 2012.06.01 13:06:00 - [26] - Quote I have only posted 1 petition ever and like Cutter Isaacson it took around 4-5 days for a response and I was very pleased with the reply I received. If you quietly wait they will get to you. Just give them some time to get through the loads of other emails other players are sending. As others have pointed out, there is no need to be abusive about waiting or receiving a generic reply. Most businesses have automated or template reply systems. This is so they can get through the mails faster... which I'm sure you want. You must also understand that there are probably people trying to get free stuff by complaining about things that never actually happened. This is why they need to investigate every petition about bugs or the like.
Marcus Harikari Guitar Players of EVE 50	Posted - 2012.06.01 13:10:00 - [27] - Quote Everybody should get all their ships/isk back and then some for the trouble you went through, you poor thing! Losing things, having things stolen or break are all awful things that happen in real life, why should they ever have to happen in a fantasy online world? THEY SHOULDNT!
Ishihiro tanaka NED-Clan Goonswarm Federation 15	Posted - 2012.06.01 13:10:00 - [28] - Quote If you view it from the point that at least you did get an answer in the first place, it's not so bad is it? Better to have received something, then to be left in the dark with no way of knowing what is happening with your petition.
Mallak Azaria xX-Crusader-Xx Luna Sanguinem 163	Posted - 2012.06.01 13:55:00 - [29] - Quote Gul'gotha Derv'ash wrote: since I was dumbfounded by how absolutely stupid the current system works I just wanted to explain this part for you. It was changed awhile back because people in certain types of ships could just log out of the game to avoid being killed. Now, as long as another player performs an aggressive action against you, the 15 minute logout timer will reset until they stop... Or until you die.
Bunnie Hop Sebiestor Tribe Minmatar Republic 228	Posted - 2012.06.01 14:01:00 - [30] - Quote I had occassion to interact with a GM this week (I was being naughty ) and must say the GM was very pleasant and professional and left me with the feeling that I as a customer do matter. From my own experiences I am very happy with CCP's employees and take back any previous brain dead bashing I may have done towards them. Thats not to say I agree with everything going on in the game, but CCP as a whole is made up of very nice people.



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