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what the heck is going on?

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Author	Thread Statistics \| Show CCP posts - 1 post(s)
Comminor	Posted - 2010.01.14 23:13:00 - [61] as i said in another post, we win them best community of the year and then they go and ignore us when we need help. well could be a blessing in disguise might ween me off my interweb ship addiction!
Mr Cleann	Posted - 2010.01.14 23:16:00 - [62] Originally by: The DarqAngel Do they realise that a competitor, Star (****) Online is coming out very soon. Leaving customers high and dry is promoting moving elsewhere. Instead of developing new content to moan about or colour schemes and nerfs for ships, it would be a better use of time to clear up bugs and keep current subscribers happy. That could be their exit strategy. I can handle losing things in game if its done by legit game mechanics. I don't have to like it lol but its the way things are. When things happen that are done through real life criminal activity like hacking then ccp should step up to the plate, please their customers and gladly remburst them for any losses incured by such criminal activity. You anger one too many customers and you will soon find yourself out of a job or making a smaller paycheck......As it is I am considering trying out star trek simply because of the poor customer service with regards to serious issues like banning or other serious non ingame related issues. It is becomming clear that CCP relies heavily on the so called addiction value of the game to keep them going vice the dying philosophy of keeping your customers happy...
Comminor	Posted - 2010.01.14 23:33:00 - [63] Originally by: Mr Cleann Originally by: The DarqAngel Do they realise that a competitor, Star (****) Online is coming out very soon. Leaving customers high and dry is promoting moving elsewhere. Instead of developing new content to moan about or colour schemes and nerfs for ships, it would be a better use of time to clear up bugs and keep current subscribers happy. That could be their exit strategy. I can handle losing things in game if its done by legit game mechanics. I don't have to like it lol but its the way things are. When things happen that are done through real life criminal activity like hacking then ccp should step up to the plate, please their customers and gladly remburst them for any losses incured by such criminal activity. You anger one too many customers and you will soon find yourself out of a job or making a smaller paycheck......As it is I am considering trying out star trek simply because of the poor customer service with regards to serious issues like banning or other serious non ingame related issues. It is becomming clear that CCP relies heavily on the so called addiction value of the game to keep them going vice the dying philosophy of keeping your customers happy... Seriously dude, don't do it i tried it, was rubbish, space mechanics are nowhere near as good etc. What I would say though is if anything else comes out that can offer decent space game play and CUSTOMER SERVICE, then I will be all for it. Hmm now back to playing anything else but EVE at the moment.... I wonder if MMORPG will do a survey on customer service levels of MMO providers to go with their community surveys... I know it's blasphemy on here but at least when I played WoW if I ever had a problem longest I had to wait to get a response from a GM was 2 hours and could PHONE customer services if I had a problem.
RenegadeChemist Caldari Caldari Provisions	Posted - 2010.01.14 23:41:00 - [64] Originally by: Yahweh Graf ccp doens't like you. sometimes the initial petition is overlooked. you have to practically knock down their doors to get help. I don't know why but it works. If stupid players wouldn't send a petition each time they lose ship or when alliance fails horribly, the petition system would actually have good respond time.
Mr Cleann	Posted - 2010.01.14 23:45:00 - [65] I really do like the game but there customer service is seriously lacking. As far as the addiction thing for me. That went out the window when they,rightfully, temp banned me a few years back for buying isk. That 72 hrs permantly killed the addiction value with me. Before that I had lived and breathed eve. Now I am on for a couple hrs and I am able to go a long period of time (months) away from the collective and to top it off I dont need a nicoteane patch lol.
Comminor	Posted - 2010.01.15 00:23:00 - [66] my name is C and i have been clean for 3 days
Eclipse Nightbane	Posted - 2010.01.15 00:29:00 - [67] Originally by: Natasha Nikolaev Edited by: Natasha Nikolaev on 07/01/2010 03:15:22 Sometime between Monday ~10pm (when I last logged off) and Tuesday 6am my alt account was banned "pending investigation" for "Reason: Account Security Compromised". I don't click links, I don't buy/sell ISK, I am the org owner of this account (though not of one of the characters), noone else has been allowed to use said account and interestingly enough my two market sell orders totaling 10 million fullerides (6.75-7.5 billion ISK at current prices) by one of the two characters on that account are still up in jita. I was given no further information and I have yet to get a response from EVE's support team to the email I sent immediately after realizing the account was banned. Upon further investigation I have found there seems to be a lot of people reporting sudden bans with the same reason since Dominion hit. What the heck is going on? Is it possible the "new and improved" IGB has a major security flaw or is there something else going on here? P.S. CCP: It should take you < 24 hours, not days/weeks, for an initial response to emails concerning issues such as this. And really, when you guys take the huge step of banning an account (for any reason) an email should be sent along with said ban explaining the circumstances that led to it anyways. Yeah an email would be nice, I called my friend and threatened him and everything (cause he gave me the character lol)
Eclipse Nightbane	Posted - 2010.01.15 00:35:00 - [68] Originally by: Comminor Originally by: Mr Cleann Originally by: The DarqAngel Do they realise that a competitor, Star (****) Online is coming out very soon. Leaving customers high and dry is promoting moving elsewhere. Instead of developing new content to moan about or colour schemes and nerfs for ships, it would be a better use of time to clear up bugs and keep current subscribers happy. That could be their exit strategy. I can handle losing things in game if its done by legit game mechanics. I don't have to like it lol but its the way things are. When things happen that are done through real life criminal activity like hacking then ccp should step up to the plate, please their customers and gladly remburst them for any losses incured by such criminal activity. You anger one too many customers and you will soon find yourself out of a job or making a smaller paycheck......As it is I am considering trying out star trek simply because of the poor customer service with regards to serious issues like banning or other serious non ingame related issues. It is becomming clear that CCP relies heavily on the so called addiction value of the game to keep them going vice the dying philosophy of keeping your customers happy... Seriously dude, don't do it i tried it, was rubbish, space mechanics are nowhere near as good etc. What I would say though is if anything else comes out that can offer decent space game play and CUSTOMER SERVICE, then I will be all for it. Hmm now back to playing anything else but EVE at the moment.... I wonder if MMORPG will do a survey on customer service levels of MMO providers to go with their community surveys... I know it's blasphemy on here but at least when I played WoW if I ever had a problem longest I had to wait to get a response from a GM was 2 hours and could PHONE customer services if I had a problem. Have you heard of jump gate evolution? I played the orginal one, and it was awesome. The new one was suppose to be yummy.
Natasha Nikolaev	Posted - 2010.01.15 00:48:00 - [69] has anyone found out how to use the link and pw provided in the automated replies to email petitions? When I go to the link it asks for username and pw. I have a pw to use, no username
Comminor	Posted - 2010.01.15 00:54:00 - [70] well done in getting a reply still waiting here. Should just be your accounts username. Let us know when your back in the game so we can have some hope for the ones stuck outside watching!
Aclyn Seriy Gallente Hollow World Mining Corporation	Posted - 2010.01.15 01:32:00 - [71] "Oh my, it's full of fail" Originally by: Slinkus Gallentus They're actually in free fall but they keep missing the earth.
Mr Cleann	Posted - 2010.01.15 09:44:00 - [72] Edited by: Mr Cleann on 15/01/2010 09:44:38
Malcanis Vanishing Point. The Initiative.	Posted - 2010.01.15 10:26:00 - [73] Originally by: RenegadeChemist Originally by: Yahweh Graf ccp doens't like you. sometimes the initial petition is overlooked. you have to practically knock down their doors to get help. I don't know why but it works. If stupid players wouldn't send a petition each time they lose ship or when alliance fails horribly, the petition system would actually have good respond time. This. Seriously, there should be a cost involved in sending frivolous petitions.

CCP StevieSG	Posted - 2010.01.15 12:57:00 - [74] CCP Fallout has posted some information regarding accounts which have been banned pending investigation here. Please accept our apologies, as an account hacking case is rigorously researched and takes time to resolve by the team.

Comminor	Posted - 2010.01.15 14:44:00 - [75] Surely contacting the account owner sooner rather than later would help, also how Many accounts have been pre-emptively banned without being hacked?! CCP needs to speed the process up alot it's taking far too long and it is extremely poor with customer service. Maybe hire some more GM's to deal with the increased player base.
Schani Kratnorr x13 IT Alliance	Posted - 2010.01.15 15:01:00 - [76] Originally by: CCP StevieSG CCP Fallout has posted some information regarding accounts which have been banned pending investigation here. Please accept our apologies, as an account hacking case is rigorously researched and takes time to resolve by the team. You do realise that EU regulations allow for a two week delay in fixing/returning/refunding a defective product. This includes determining what the issue might be and making a ruling on varrenty. I suggest those of you who live in EU countries to write to your consumer ombudmans (or similar.) Take the official way. Stop posting threads and simply file a complaint. Once filed locally, you can take the case through the EU system, and effectively hit CCP with an injuction that would freeze their ability to do business within the EU market. Not that it will ever come to this, but that is the correct procedure for complaints. The sceptics might doubt it, but even large companies can be bumrushed bu the EU juggernaut. And once that rabble of legislative 'tards get going it is difficult to stop them again.
Aristeia Cersei	Posted - 2010.01.15 16:44:00 - [77] Edited by: Aristeia Cersei on 15/01/2010 16:45:38 Edited by: Aristeia Cersei on 15/01/2010 16:45:00 &threadID Originally by: CCP StevieSG CCP Fallout has posted some information regarding accounts which have been banned pending investigation here. Please accept our apologies, as an account hacking case is rigorously researched and takes time to resolve by the team. Not to throw stones, but you obviously haven't read the thread... someone posted that link in post #47. That was before the admission via e-mail that the petitions fell through the cracks and never got looked at. How about some official feedback on the expected timelines now? If it takes 2-4 weeks to investigate a hacking that happened 1-2 days before you got a look at the evidence, how about the hackings that happened weeks before you found the auto-generated petition had failed? That's a long time to launder ISK. Should I expect resolution at all in this case?
Aristeia Cersei	Posted - 2010.01.15 20:06:00 - [78] Here's the e-mail I just received from customer service. It looks multiple petitions (but not so many as to be spam) and forum ranting paid off, for me at least. Originally by: "GM Capella" Hi, Thank you for contacting customer support and our apologies for the late reply. The account was closed as it was accessed from an IP used regularly be hackers. Fortunately they did not manage to rob any items or ISK from your characters. I have now lifted the ban on your account. Please make sure you clean your PC of any Trojan viruses and keyloggers before logging in again. Also be very careful of what websites you visit and what links you click. And finally, make sure you never, ever buy ISK for real money. These hackers are the ISK sellers which plague our world. All you should need to do, in order to gain back access to the account, is to use the following link: https://secure.eve-online.com/forgotpassword.asp Best regards, GM Capella EVE Online Customer Support
Comminor	Posted - 2010.01.15 21:13:00 - [79] I'm still waiting ready to give up to be honest, just waiting for the CAN I HAZ UR STUFF comments.
Mr Cleann	Posted - 2010.01.15 23:01:00 - [80] Originally by: CCP StevieSG CCP Fallout has posted some information regarding accounts which have been banned pending investigation here. Please accept our apologies, as an account hacking case is rigorously researched and takes time to resolve by the team. Thanks for your response. I do believe it is the responsibility of all concerned to take steps to protect themselves. No one person or group is able to do that on their own. When it comes to links there is a way to see where they will take you WITHOUT having to go to that site. Just right click on the link and select properties. If it goes off the forums then you will atleast see the address and be in a better position to decide if you want to take the risk. Once CCP completes its investigative research will we get our items / money back. And can we watch CCP casterate the hackers in hopes that they no longer infect the gene pool? I'll settle for tar and feathering if castration is out of the question.
Izmirt	Posted - 2010.01.15 23:24:00 - [81] Just a quicker investigation process would help... Also not banning accounts on the premise that they "might" be hacked, Surely it would be less work to just deal with investigation actual hacks / petitions.
Mr Cleann	Posted - 2010.01.16 00:22:00 - [82] Originally by: Izmirt Just a quicker investigation process would help... Also not banning accounts on the premise that they "might" be hacked, Surely it would be less work to just deal with investigation actual hacks / petitions. I have to disagree about not putting a ban on the account. Speaking for myself, I would rather they do that and be out of the game for a short period of time Than to find out everything I got is gone or what not. I do wish that when they do something like that. CCP would keep those customers aprised as to what is going on and give them some kind of info as to when they will be able to acces the account. They could go a step further and supply the victims the physical address of the hackers. In this case probably China. They love to hace. Just as the U S Military.....
Jade Azura	Posted - 2010.01.16 00:42:00 - [83] Originally by: Mr Cleann Originally by: Izmirt Just a quicker investigation process would help... Also not banning accounts on the premise that they "might" be hacked, Surely it would be less work to just deal with investigation actual hacks / petitions. I have to disagree about not putting a ban on the account. Speaking for myself, I would rather they do that and be out of the game for a short period of time Than to find out everything I got is gone or what not. I do wish that when they do something like that. CCP would keep those customers aprised as to what is going on and give them some kind of info as to when they will be able to acces the account. They could go a step further and supply the victims the physical address of the hackers. In this case probably China. They love to hace. Just as the U S Military..... I'll have to agree with you there. It's been a week now since my account got hacked. Now I can just sit back and still watch my main log in via my alts buddy list and I still havent heard a word from CCP. The hacker has had my account for a week. I can just follow his "progress" through EVE-HQ and sigh every time he logs on to play for my money.
Ji Sama Caldari Tash-Murkon Prime Industries Sex Drugs And Rock'N'Roll	Posted - 2010.01.16 01:06:00 - [84] I find it funny that all the accounts involved in the mass bannings: 1: never visited an isk site 2: never bought isk 3: never shared their account data 4: have top end security on their systems 5: ? 6: ITS ALL CCCCCPPPPPPSSSS FAULTSZORZ!
Druadan YARRRDIES Inc.	Posted - 2010.01.16 01:46:00 - [85] I find it more than a little disturbing that in this thread alone we have two reports of an account being compromised, the characters's roles in the corporation being removed by directors as a security measure, and then those characters being used to empty the corporate wallets after the characters have had their roles removed. I'm gonna call it in the air and say Man On The Inside. -Druadan CEO YARRRDIES Inc.
Ospie Core Impulse	Posted - 2010.01.16 02:18:00 - [86] Edited by: Ospie on 16/01/2010 02:18:56 Whilst I've not been banned, I do sympathyse with those of you suffering from the appalling customer service as of late. I had payment issues with this account (which finally got resolved 3 weeks after I first issued petitions), during that time I didn't receive a single email or response from CCP. I now have the same problem with another account (the money is even showing up on the account management page, I paid for both accounts at the same time, just different expiry dates) and am not able to log in on that account now since it has expired. I've yet to receive any response from CCP about this account. What also made my day several days after my first account issue was resolved was that I got an automated reply to my first petition almost 4 weeks after I first petitioned the issue, I have also received an apology regarding the tardiness of any response (as posted by Aristeia Cersei) At the end of the day I've been pretty appalled at the customer service offered by CCP, I truly expected better.
Comminor	Posted - 2010.01.16 09:00:00 - [87] Originally by: Ospie Edited by: Ospie on 16/01/2010 02:18:56 Whilst I've not been banned, I do sympathyse with those of you suffering from the appalling customer service as of late. I had payment issues with this account (which finally got resolved 3 weeks after I first issued petitions), during that time I didn't receive a single email or response from CCP. I now have the same problem with another account (the money is even showing up on the account management page, I paid for both accounts at the same time, just different expiry dates) and am not able to log in on that account now since it has expired. I've yet to receive any response from CCP about this account. Very well put couldn't agree more about the poor customer service what's more disturbing is they ignore the comments and hope it all goes away. Would be nice for them to acknowledge it's not good enough. What also made my day several days after my first account issue was resolved was that I got an automated reply to my first petition almost 4 weeks after I first petitioned the issue, I have also received an apology regarding the tardiness of any response (as posted by Aristeia Cersei) At the end of the day I've been pretty appalled at the customer service offered by CCP, I truly expected better.
Comminor	Posted - 2010.01.16 22:42:00 - [88] might start a diary up to see how long it takes for CCP to sort out it's customer services. Day 5 still no word / contact.
Comminor	Posted - 2010.01.17 12:44:00 - [89] day 6 started looking at other games, why can't someone release a decent space game WITH customer service
Roarke McDonald	Posted - 2010.01.18 00:23:00 - [90] Originally by: Natasha Nikolaev has anyone found out how to use the link and pw provided in the automated replies to email petitions? When I go to the link it asks for username and pw. I have a pw to use, no username You actually got a reply? Lucky you. I'm still waiting. :(

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