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Tofus
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Posted - 2010.01.25 17:49:00 -
[1]
Edited by: Tofus on 25/01/2010 17:53:32 After 3 years of playing, I must admit I'm still amazed at the level of service and professionalism (or rather: severe lack thereof) in the manner CCP is handling player petitions.
The only way for us, the players, to get in touch with CCP on an issue you experience in-game is through the petition mechanism. Yet CCP seems to have a policy to either ignore open petitions for days, if not weeks on end.
All the while we, the players, are expected to keep paying our $15 a month for waiting for a professional service response.
Which, if you have any experience with the petitioning system, hardly ever comes back in the player advantage; 9 out of 10 times, the 'standard' answer you get after waiting 9-10 days for an answer is: "We're sorry, but our server logs did not indicate any ongoing issues", while at the same time any player with only a half-active character knows that Eve is infested with sync,lag,overview and what-not-more bugs that, apparently, do not exist as they do not show up in logfiles. (maybe it's just me, but one would expect the server-logs to be, at least partially, fixed after years of hearing this excuse)
Now, I know that this is the 'normal' way in which petitions are handled, and I also know that this is how it has been for years. I also know that expecting any change is futile, and even discussing the matter here in the forums will probably be seen as 'whining'.
Nonetheless, I think it's only normal to expect that you get proper service for a game you pay HARD CASH for. And imho, that level of service has been extremely sub-par, to say the least.
What are your experiences with petitions? Am I the only one making a fuzz over CCP's lousy customer service? Is this level of support/service normal for MMO's? Do you have similar experiences you want to share here? Or maybe you have quite the opposite experience, which you may also want to share...
What about it? I can hardly believe I'm the only one with negative petition experiences....
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Syringe
Incura
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Posted - 2010.01.25 17:50:00 -
[2]
You're supposed to argue with them. That's what they want, otherwise the logs, they would show something. --------- War isn't the answer. However, the objective isn't to provide answers rather than eliminate the question. |
Planktal Vyurr
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Posted - 2010.01.25 17:58:00 -
[3]
In the end, if you don't like their service, just quit and take your business elsewhere.
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lollerwaffle
Sileo In Pacis THE SPACE P0LICE
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Posted - 2010.01.25 18:02:00 -
[4]
All petitions I've ever made were all answered within a week tops. They must just like winding up whiny gits like you /shrugs
Originally by: salva dore Cloak should not be AFK solution. What do you think?
Originally by: AFK Cloaker
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Tellok
Eggz Enterprises
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Posted - 2010.01.25 18:04:00 -
[5]
Originally by: Tofus Edited by: Tofus on 25/01/2010 17:53:32 After 3 years of playing, I must admit I'm still amazed at the level of service and professionalism (or rather: severe lack thereof) in the manner CCP is handling player petitions.
The only way for us, the players, to get in touch with CCP on an issue you experience in-game is through the petition mechanism. Yet CCP seems to have a policy to either ignore open petitions for days, if not weeks on end.
All the while we, the players, are expected to keep paying our $15 a month for waiting for a professional service response.
Which, if you have any experience with the petitioning system, hardly ever comes back in the player advantage; 9 out of 10 times, the 'standard' answer you get after waiting 9-10 days for an answer is: "We're sorry, but our server logs did not indicate any ongoing issues", while at the same time any player with only a half-active character knows that Eve is infested with sync,lag,overview and what-not-more bugs that, apparently, do not exist as they do not show up in logfiles. (maybe it's just me, but one would expect the server-logs to be, at least partially, fixed after years of hearing this excuse)
Now, I know that this is the 'normal' way in which petitions are handled, and I also know that this is how it has been for years. I also know that expecting any change is futile, and even discussing the matter here in the forums will probably be seen as 'whining'.
Nonetheless, I think it's only normal to expect that you get proper service for a game you pay HARD CASH for. And imho, that level of service has been extremely sub-par, to say the least.
What are your experiences with petitions? Am I the only one making a fuzz over CCP's lousy customer service? Is this level of support/service normal for MMO's? Do you have similar experiences you want to share here? Or maybe you have quite the opposite experience, which you may also want to share...
What about it? I can hardly believe I'm the only one with negative petition experiences....
i personaly believe its a cultural thing.
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Tofus
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Posted - 2010.01.25 18:05:00 -
[6]
Edited by: Tofus on 25/01/2010 18:06:54
Originally by: lollerwaffle All petitions I've ever made were all answered within a week tops. They must just like winding up whiny gits like you /shrugs
Apparently then. Still, I don't think I'm requesting anything absurd or inappropriate, am I?
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Tippia
Reikoku IT Alliance
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Posted - 2010.01.25 18:05:00 -
[7]
My experience over the last two years is that I've never had anything that I felt the need to petition, apart from occasionally being stupid enough to log off in Jita some time in mid 2008…
…and those issues got resolved within a matter of minutes. ——— “If you're not willing to fight for what you have in ≡v≡… you don't deserve it, and you will lose it.” — Karath Piki |
ceaon
Gallente
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Posted - 2010.01.25 18:08:00 -
[8]
OP if you problem is not solved in 2 weeks and u are on EU go to the consumer office fill a complaint there scan a copy of your complaint and send the ID number to CCP then escalate the complain from your country level to the EU consumer level in the best case scenario you will get your problem solved on the worst case scenario after many years of paperwork u can ask EU to ban CCP from operating on europe Signature removed, it needs to be more EVE related. Zymurgist dude u get a ship in game named crow and my sig have crows |
BeanBagKing
Ch3mic4l Warfare Destined For Glory
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Posted - 2010.01.25 18:10:00 -
[9]
I label all my petitions "XXX HARDCORE GIRLS WANT YOU INSIDE!" and they get answered within several seconds, donno what problems your having...
Seriously though, I'm less concerned with the lack of logs response than I am with other issues. For example, if the logs showed something, then CCP wouldn't -need- your petition, so those I'll report and if no answer comes back, whatever.
However, there have been several times I've petitioned with concerns or questions about game mechanics, such as if something is a valid tactic, what to do about spamming (not your usual jita market stuff), etc. Most of the time the response I get back looks like someone fed it through some bad parser looking for key words and spit back a response appropriate for these words. It usually doesn't answer the question or help in anyway.
My opinion is that server logs will never be perfect, I can understand this. Some petitions take weeks because of a queue of others filing stupid petitions and investigations into account hacking petitions or whatnot, I can understand this as well.
Failing to even read the petition I cannot. If your going to make me wait for an answer have the patients to read the entire thing CCP! That's all I ask.
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Roemy Schneider
Vanishing Point.
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Posted - 2010.01.25 18:10:00 -
[10]
i learned today that one can only have one open exploit petition at a time....
no, i'm not going to pay for more accounts to report more exploiters - putting the gist back into logistics |
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Sumelar
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Posted - 2010.01.25 18:13:00 -
[11]
Originally by: Tofus CCP seems to have a policy to either ignore open petitions for days, if not weeks on end
Yeah, that's totally what they're doing.
It's not that other people are filing petitions too, and some of those take time to handle, or that people are probably clogging the system with useless lag complaints.
No, you're the only one in the entire game with an active petition right now, and they're simply ignoring you.
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Jovialmadness
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Posted - 2010.01.25 18:15:00 -
[12]
Thanks for the update I will bypass these conjested systems so as not to impale myself on lag bungie sticks. One would have to be crazy to knowingly jump into systems that involve a major fleet fight and not expect node issues. I mean who in their right mind would think any other way? I'll answer that for you. A paying customer(your response) that enjoys sadistic lag torture of his/herself(my response). You know it's going to be bad. If you didn't you should have. If you did you enjoy it in a sad sick little way.
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Tofus
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Posted - 2010.01.25 18:19:00 -
[13]
Edited by: Tofus on 25/01/2010 18:26:16 Edited by: Tofus on 25/01/2010 18:25:05
Originally by: BeanBagKing My opinion is that server logs will never be perfect, I can understand this. Some petitions take weeks because of a queue of others filing stupid petitions and investigations into account hacking petitions or whatnot, I can understand this as well.
Failing to even read the petition I cannot. If your going to make me wait for an answer have the patients to read the entire thing CCP! That's all I ask.
It would be a completely different story if i got a message telling me they received my petition and won't be able to take it up for at least <x> days, where <x> should be some reasonable number less then, say, 7. At least that way you know it's in the queue, and it will be duely processed. And when to expect an answer.
But in practice I hear people having their petitions handled in 10-15 minutes. While others (like me) have to wait for 1-2 weeks, without any proper explanation. This just seems plain weird, and inconsistent to say the least. Hence my curiosity.
And as this has been going on for years now, I figured why not? and decided to post this thread and ask for other players' experience...
And of course i'm hoping some CCP guy with influence will read this, and with proper feedback, things *could* actually improve. Now if only we could get some proper feedback...
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Jovialmadness
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Posted - 2010.01.25 18:26:00 -
[14]
Quote: Posted - 2010.01.25 18:19:00 - [13] - Quote Reportá Edited by: Tofus on 25/01/2010 18:21:24 Originally by: BeanBagKing My opinion is that server logs will never be perfect, I can understand this. Some petitions take weeks because of a queue of others filing stupid petitions and investigations into account hacking petitions or whatnot, I can understand this as well.
Failing to even read the petition I cannot. If your going to make me wait for an answer have the patients to read the entire thing CCP! That's all I ask.
It would be a completely different story if i got a message telling me they received my petition and won't be able to take it up for at least <x> days, where <x> should be some reasonable number less then, say, 7. At least that way you know it's in the queue, and it will be duely processed.
But in practice I hear people having their petitions handled in 10-15 minutes. While others (like me) have to wait for 1-2 weeks, without any proper explanation. This just seems plain weird, and inconsistent to say the least. Hence my curiosity.
And as this has been going on for years now, I figured I'd post this thread and ask for other players' experience...
And of course i'm hoping some CCP guy with influence will read this, and with proper feedback, things *could* actually improve. With proper feedback...
maybe it's because everyone else files their petitions under stuck. |
Psychotic Maniac
Caldari Head Shrinkers
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Posted - 2010.01.25 18:30:00 -
[15]
I asked for replacement of a Revelation. Instead, I got an Avatar. Hurry CCP check the logs on this and thanks much. :P
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Cyprus Black
Caldari Perkone
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Posted - 2010.01.25 18:34:00 -
[16]
Edited by: Cyprus Black on 25/01/2010 18:34:14
Originally by: Tofus
What are your experiences with petitions? Am I the only one making a fuzz over CCP's lousy customer service? Is this level of support/service normal for MMO's? Do you have similar experiences you want to share here? Or maybe you have quite the opposite experience, which you may also want to share...
What about it? I can hardly believe I'm the only one with negative petition experiences....
Well... let's put it this way. In WoW, I put in a petition in December regarding a player spamming ingame. I'm still waiting, that guy is still spamming. ___________________________________ "In the land of predators, the lion does not fear the jackal." -Dexter |
John O'Mally
Raxor Development
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Posted - 2010.01.25 18:42:00 -
[17]
Originally by: Planktal Vyurr In the end, if you don't like their service, just quit and take your business elsewhere.
The problem is there isn't an "elsewhere" at the moment. Trust me, if there was, CCP would be f***ed.
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Tofus
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Posted - 2010.01.25 18:48:00 -
[18]
Edited by: Tofus on 25/01/2010 18:53:28 Edited by: Tofus on 25/01/2010 18:48:45
Originally by: John O'Mally
Originally by: Planktal Vyurr In the end, if you don't like their service, just quit and take your business elsewhere.
The problem is there isn't an "elsewhere" at the moment. Trust me, if there was, CCP would be f***ed.
There are actually some alternatives; But i'm not looking to take my business elsewhere. Eve is a great game, and the sheer complexity and possibilities you have in-game more then make up for the negative experiences.
But that doesn't mean we shouldn't try to reduce negative experiences; The fact that it's a great game, and that CCP has done a great job on developing it, doesn't mean we cannot be critical about parts of the game that aren't on-par with the rest.
I actually gave up on petitioning anything for quite some time, as the couple of hundred million isks, or skillpoints or sec-standing or whatever i loose each year to dubious 'events' are, imho, simply not worth the frustration of having to go through the petition process...
And I think that's a shame. And I guess I just wanted to voice that, and hear about the experiences of others.
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Ranger 1
Amarr Dynaverse Corporation Vertigo Coalition
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Posted - 2010.01.25 18:52:00 -
[19]
Originally by: Tofus Edited by: Tofus on 25/01/2010 18:26:16 Edited by: Tofus on 25/01/2010 18:25:05
Originally by: BeanBagKing My opinion is that server logs will never be perfect, I can understand this. Some petitions take weeks because of a queue of others filing stupid petitions and investigations into account hacking petitions or whatnot, I can understand this as well.
Failing to even read the petition I cannot. If your going to make me wait for an answer have the patients to read the entire thing CCP! That's all I ask.
It would be a completely different story if i got a message telling me they received my petition and won't be able to take it up for at least <x> days, where <x> should be some reasonable number less then, say, 7. At least that way you know it's in the queue, and it will be duely processed. And when to expect an answer.
But in practice I hear people having their petitions handled in 10-15 minutes. While others (like me) have to wait for 1-2 weeks, without any proper explanation. This just seems plain weird, and inconsistent to say the least. Hence my curiosity.
And as this has been going on for years now, I figured why not? and decided to post this thread and ask for other players' experience...
And of course i'm hoping some CCP guy with influence will read this, and with proper feedback, things *could* actually improve. Now if only we could get some proper feedback...
When a petition comes in it gets prioritized and put into different categories depending on the nature of the petition. The nature of some petitions warrants a higher priority than others, some categories are fuller than others, and some types of petitions require a much longer period of time to investigate properly.
There really isn't much mystery surrounding why some petitions get cleared faster than others.
===== If you go to Za'Ha'Dum I will gank you. |
Tofus
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Posted - 2010.01.25 19:02:00 -
[20]
Edited by: Tofus on 25/01/2010 19:03:31
Originally by: Ranger 1 There really isn't much mystery surrounding why some petitions get cleared faster than others.
I'll agree to that. But it's only a tiny effort on the side of CCP to inform the players they will have to wait a few days, in case a petition can't be answered within, say, 24hrs.
This could even be automated based on which category the petition is filed under, and what the current queue-size for that category is.
A little bit of feedback from CCP, even if it's an automated message, might work wonders.
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GateScout
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Posted - 2010.01.25 21:50:00 -
[21]
Originally by: Tofus What are your experiences with petitions? Am I the only one making a fuzz over CCP's lousy customer service?
This is what I don't get...
In the 3+ years I've been playing, I've filed approximately 10-15 petitions. I've never waited more than 3 days for a reply. The longest seems to be reimbursement petitions. My 'stuck' petitions have always been answered within minutes. Interestingly, for loss reimbursement, I get quicker answers when it really was CCP's fault rather then emo raging over lag or other such crap (yes, I'm guilty of that).
I have had 1 payment question petition, and that was answered in <24 hours.
All in all, I'm rather happy with CCP's petition response time. Maybe CCP doesn't like you. :-)
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Boomershoot
Caldari Suddenly Ninjas
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Posted - 2010.01.25 22:02:00 -
[22]
the petition that took most time to resolve for me was 4 days in the reinbursement section, while i did make dozen of other petitions in the years with several character, all of them resolved within the day and never had to wait more than 4 days to get a reply.
So yes, CCP petition system works.
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Joe Astor
Gallente Federal Navy Academy
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Posted - 2010.01.25 22:13:00 -
[23]
Considering how many people make petitions, I'd say it'd be fair to wait a day or two for a reply. And how many of those petitions would be needlessly made petitions by new players, or inexperienced players, saying "He blew me up in High Sec! etc etc"
Longest I've had to wait for a petition reply is 2 days. Fastest response was under 5 minutes.
I guess it depends on how much the GMs throw themselves into the petitions. Some things can be dealt with easily (like reseting a mission), some things they might need to go to a supervisor or CCP about before they can acknowledge to the player their petition is being dealt with.
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Niccolado Starwalker
Gallente Shadow Templars
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Posted - 2010.01.25 22:19:00 -
[24]
Originally by: Tofus What about it? I can hardly believe I'm the only one with negative petition experiences....
Well, since you ask I can tell you for the 4+ years I have had all my petitions have been answered rather fast. Any stuck petitions solved on minutes, and the 1 reimbursement petitions I have had in this time answered within 1 week. And other petitions answered by email within days.
To sum it up, im happy with CCP service.
Originally by: Dianabolic Your tears are absolutely divine, like a fine fine wine, rolling down your cheeks until they flow down the river of LOL. |
Sharon Anne
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Posted - 2010.01.25 22:34:00 -
[25]
Originally by: John O'Mally
Originally by: Planktal Vyurr In the end, if you don't like their service, just quit and take your business elsewhere.
The problem is there isn't an "elsewhere" at the moment. Trust me, if there was, CCP would be f***ed.
There is lots of Elsewhere the problem is the cow p o o p is thicker on the other side of the fence.
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SupaKudoRio
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Posted - 2010.01.25 22:42:00 -
[26]
Protip: At the end of the petition type out several disjointed words. Like this; hack lag stuck exploit end subscription
The bot will pick out (if nothing else) that you're going to cancel your account and assign you a redonkulously high priority.
Disclaimer: The above may or may not be trolling. User discretion advised.
---------------
10/10: Where is your God now? |
Bodrul
Caldari Polaris Rising Black Star Alliance
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Posted - 2010.01.25 23:07:00 -
[27]
get couple thousend people to send you an email and see how long it takes for you to reply to each one :P
........
Buy Animated Talking Video Avatars |
Darius Rylon
Khanid Guard
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Posted - 2010.01.25 23:44:00 -
[28]
Well generally my experience with them has been quick an hour to 12 for them to respond. Though on 2 of the last 3 it's taken a bit longer. The main one that ****ed me off was the one that I said I can't log because it get stuck at the 20/41 of the bulk data, and have reinstalled the client etc. It took them a day to come back and say "Try Clearing your Cache." Granted I've had the same problem at patch time since I've started to play game and I know how to fix it, download the files from a link that GM's have to give me and manually install. But because it's never the same link. So I have wait a awhile after a patch or a change in the Bulk data in order to play.
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Nooma K'Larr
Minmatar Cat's Cradle
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Posted - 2010.01.26 03:20:00 -
[29]
I think what you meant was Petition impotence... ___________________________________________________ CSM - Bring back Medium Shader! |
Lanais Suleia
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Posted - 2010.01.26 03:53:00 -
[30]
I saw the subject line and thought it was a recommendation for people to petition any incompetence they see and I thought "That's a terrible idea, petition response times are high enough already!" |
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