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. "

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.

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. "

Maybe if CCP didn't have to investigate every pathetic petition from complete ****tards like yourself the system would run more quickly.

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.

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 ???"

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.

since I was dumbfounded by how absolutely stupid the current system works

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.

Working for EA I saw several people told they were no longer allowed to contact customer service

What is your point? You're actually dumb enough to sit there and write that entire sentence over something that is totally ignorant to say. Why do you think I care what you think on anything in the world? Is incredible how dumb people are and special they believe they are or that they matter. Redundant ignorance is redundant.

Should I ask your permission in the future before writing?

Do you actually think people read all of these post? Seriously? What are you 10 years old son?

Heh. Seems I touched a nerve. Oh, and nice strawmen.

My point is, that as predicted, someone was bound to come along and propose a simplistic solution demonstrating a limited understanding of both the problem (or lack thereof) and the support system and economics of same.
To wit: You offered an astonishingly obvious and simplistic answer to the issue as if it had never occured to CCP.

In short, I was mocking you.
Then you mocked yourself even more effectively than ever I could.

Well played, Sir.

You can't mock something that is better than you and indifferent to your childish trolling. Don't you understand I don't care if you stop breathing right now. The only reason I am saying this is so you understand that you don't matter. It is not hitting a nerve it is just reminding you that you are insignificant.


You don't know a damn thing about support systems are economics.

Sometimes things are simplistic. Even if in that simplicity it escapes lower intelligent people.

It's like dynamiting fish in a barrel.


On the other hand, you've demonstrated that you're utterly predictable, and thus, no challenge.

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. "

ive petioned ship losses from socket closures to no avail. & i even provide proof that "socket closed" goes on. they still dont want to listen or re-inburse. It bad enough dying losing ur ship & fittings & not getting "some" stuff back. Its quite another, when it isnt your fault.

I want my Legion back GM homonia please that i petioned about months ago....

... personally, i think its some scam going on. Customer support, isnt very supportive "most" of the time.

ill feel bitter when it wasnt my fault for as long as i want. I can afford to fly & lose ships like anyone else. You clearly didnt get the point i was making.

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.

I know several cases where some players have quit eve because customer support is failing miserably handling petitions on clear cases repeatedly. From same happening petition for some player may go trough easily but for another player ccp denies all and you have to escalate it to senior gm. Even that does not help always.

So yes my experience tells that CCP customer support does not always treat all players equally. Maybe problem is that all GMs are not knowing about common bugs causing problems at current moment.

Sometimes GM may have attitude issue to admit that player may really know how game works, sometimes even better than current GM does.

EDIT: still i have to say that EVE has one of the best customer supports around.

And the idea that any GM, senior or otherwise, would take umbrage over a players knowledge of the game is so utterly fantastic that I have to wonder if you engaged the services of Dr Seuss to write that sentence. Dev's and GM's have access to information far beyond anything that any player could hope to have, and anyone with even a shred of intelligence would see the idiocy of your statement.

History goes against this - with the release of almost every patch.

History goes against this - with the release of almost every patch.

So you are saying that GM's and Dev's, with their immediate access to the entire staff of CCP and the entire history of the game, have less knowledge than the players? Is that what you are saying?

And for your information, history shows that whenever a player has come to these forums complaining that a GM or Dev has persecuted them, it has later been proven beyond doubt that said player was in fact talking from their rear end. Ask any forum dweller who has been here a significant amount of time. In fact, so often have these players been found lying that it has become a running joke.

I edited my post above. The GMs do a good job however Eve Online is one of the most detailed and complex games that exist. No individual player can know all there is to game play mechanics, however players that are involved 4-5 hours a day in a single sphere of the game often know the effects of the specific changes better than GMs and Devs. That is a fundamental argument put forward by CCP themselves about the use of the CSM.

Also note like any company employing 400+ staff when new bug/exploit is discovered by a player and reported it is not going to be known by everyone in that department let alone the entire company in 24 hours.

It's sad times when a company are willing to openly laugh and call their players "Pathetic" on their public forums. Don't believe for a second that CCP care about you or your measly subscription. As long as morons are willing to pay for the game in numbers they don't care about individuals.

Look at the Jita riots and unsubs over the diabolical forced Aurum market and walking in stations beta where they backpedalled massively due to unsubs as inspiration.

Unless you see dissent on that level, CCP dont care. They have proven time after time that they simply dont give a crap.

OP: you cant start a sentance with 'And'.

It's sad times when a company are willing to openly laugh and call their players "Pathetic" on their public forums. Don't believe for a second that CCP care about you or your measly subscription. As long as morons are willing to pay for the game in numbers they don't care about individuals.

Look at the Jita riots and unsubs over the diabolical forced Aurum market and walking in stations beta where they backpedalled massively due to unsubs as inspiration.

Unless you see dissent on that level, CCP dont care. They have proven time after time that they simply dont give a crap.

Confirming that as a pure soloer, I am deeply affected by the alliance tournament ten decisions.

Apologies for not playing eve online 24/7 since 2006 and 'allowing' other online players to interfere in my MMO activities.

Easy to be a "pure soloer" when you average four kills 4 kills in two months.

Shocker.. one of them was with someone else.

What's that brown stuff coming from your mouth? Smells rank.

6 years out of the game and still hanging about the forums?

So aside from reading patch notes, how do you really know and why do you even care what's going on?

Just leave mate, you'd miss the forums more than anyone would miss you.

Krota Hetei
Science and Trade Institute
Caldari State
Likes received: 0

Count of kills does not tell anything. Some of us prefer quality over masses.
Personally i stopped pvping because it is mostly just farming newcomers, there is not much fun on it, it start to feel like grinding. I still play eve on some forms and i still feel that it is worth pay without pvp or pve.