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. "

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. "

Past 2 or 3 years, I agree CCP has improved in customer service. Almost the same number of petitions, and very satisfied today with the level of service and, perhaps most importantly, their professionalism.

"lolol that is ******* bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even... < snipped lots of pointless blather > "

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/

The kindlier gentlier GM's of Hello Kitty Online are over there----->

I hear they refund your ship value plus 10% if you use naughty words and capitalize things.

Doesn't that Hello Kitty thing get old?

wow he's more pissed than i was and i'm only pissed that ccp won't update the client through the launcher and the patch from the game itself isn't downloading itself and they won't let me download it from the website (anyone know how to make it patch when the patch won't download let me know i aint downloadin the client again but back on topic) If you think the GM's are doin such a crap job (they don't) remember that they pay to play this game too they are not (for the most part) ccp staff they are members of the player base so if it bugs you so much you get yourself signed up as a gm (there is info on how somewhere on the website) and see just how long you are able to reply to petitions from idiots like yourself while staying polite and answering each one personally

yea i aint using full stops today am feelin lazy and the shift key don't work so no capital letters either

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/

I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.

You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.

Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.

Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.

I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.

You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.

Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.

Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.

Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.

as the GM stated they are hiring to fill the need

however, that said, who wants to work for a company that lays off a couple hundred people and then hires more because they cut too much?

Hows job security over there at CCP these days?

Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.

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).

Aaaand the previously-predicted 'hire more folks' post has occured.