Originally by: Scorpion Venom1

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perhaps a priority selection that the petitioner can select, determining if the player will accept a copy-paste answer, or if they don't mind waiting the few weeks to get the answer back.

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Originally by: Tonto Auri

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Originally by: Scorpion Venom1

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perhaps a priority selection that the petitioner can select, determining if the player will accept a copy-paste answer, or if they don't mind waiting the few weeks to get the answer back.

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This should never be an issue in first place. Copy-paste is always bad, unless it's the definite answer to the issue.

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Originally by: Mr John22ta

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Edited by: Mr John22ta on 04/05/2010 21:16:21
While it's always nice to get a look at what goes on within CCP, I gotta say this Dev blog was a bit of a joke.

We all know how often CCP replaces ships, as the logs seems to show nothing, even after a node crash affecting 500+ players trying to fight. This has happened multiple times to me, and I have given up. So you telling us how much effort it was to replace ships, and how easy it is now yet you still don't do it seems pretty pointless.

Whilst I appreciate the efforts you guys make, you need to be more consistent, get better response times, and perhaps get rid of the GM's that seem to have no idea about Eve. As a customer, I don't expect to have to explain game mechanics to a customer service representitive.

Over all, Customer service is lacking, and could be greatly improved. I appreciate your guys work hard, but there is a huge amount of room for improvement.

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Originally by: Mr John22ta

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Whilst I appreciate the efforts you guys make, you need to be more consistent, get better response times, and perhaps get rid of the GM's that seem to have no idea about Eve. As a customer, I don't expect to have to explain game mechanics to a customer service representitive.

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Originally by: CCP Adida

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GM Spiral talks about the history of the Game Masters and what their current roles are. Here is the newest Dev Blog.

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Originally by: Dianabolic

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Your tears are absolutely divine, like a fine fine wine, rolling down your cheeks until they flow down the river of LOL.

• Hardware limitations:
  This would for an example include coordinates and vector in space over time. There may be at any given time several thousand players in-space, on grids with hundreds of other objects with which the pilots interact. Keeping track of all their speed, direction and position in space as it changes over time would not be very conductive to the operational status of Tranquility. It is simply not viable to attempt, since as we get above a certain size it is provably impossible to completely capture the state of a complex system such as on Tranquility on a continuous basis.
  This affects many different types of petitions, mostly those involving starbase force fields in some manner as well as those approaching stargates and stations.



• Outside of CCPÆs control:
  We do keep a very close eye on the health of Tranquility. Any anomalies in the operational status of the server are noted in reports which Customer Support has access to. Losses falling within a reasonable time frame of such anomalies are given due consideration for reimbursement as per our Reimbursement Policy. However, we can not police or even monitor the speed or stability of connections outside of the server structure. A player or his ISP may not have the ability to log or monitor this either as neither CCP or an ISP would guarantee a connection across the globe through hardware which neither has any access to. A playerÆs connection to his Team Server might be uninterrupted while his connection to EVE drops or has high latency, all depending on which way the connections are routed around the world. We can not see these events and therefore we can not verify them.
  
  This is also not just a matter of us failing to verify something (lag related losses) that we have previously wowed to set straight. Quite the contrary, our reimbursement policy has always clearly stated that we do not offer reimbursement for lag related losses. We only promise to reimburse losses that are verifiably caused by server issues or bugs. These are the terms we offer and which every player accepts (at least officially) and still we spend an enormous amount of manpower every year debating lag related losses to little fanfare. Not that we are complaining, but simply adding to the perspective.

Originally by: GM Spiral

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A playerÆs connection to his Team Server might be uninterrupted while his connection to EVE drops or has high latency, all depending on which way the connections are routed around the world. We can not see these events and therefore we can not verify them.

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Originally by: GM Spiral

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Edited by: GM Spiral on 05/05/2010 16:59:19


[*]Outside of CCPÆs control:
We do keep a very close eye on the health of Tranquility. Any anomalies in the operational status of the server are noted in reports which Customer Support has access to. Losses falling within a reasonable time frame of such anomalies are given due consideration for reimbursement as per our Reimbursement Policy. However, we can not police or even monitor the speed or stability of connections outside of the server structure. A player or his ISP may not have the ability to log or monitor this either as neither CCP or an ISP would guarantee a connection across the globe through hardware which neither has any access to. A playerÆs connection to his Team Server might be uninterrupted while his connection to EVE drops or has high latency, all depending on which way the connections are routed around the world. We can not see these events and therefore we can not verify them.

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Originally by: EliteSlave

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We haven't fixed lag, we haven't bothered to try... we haven't admitted there is lag...

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Originally by: GM Spiral

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@Batolemaeus û Concerns & Controversy: Fleet Battles & Consistency
HereÆs a subject that is a pretty hot potato. Before going into too much detail IÆd like to direct you to the blog by CCP Atlas, read the last section ôA Word from Customer Supportö.

URL: http://www.eveonline.com/devblog.asp?a=blog&bid=727

To put it plainly, if we reimburse one loss from a large scale engagement we are obligated to reverse them all and most likely required to set the system back to the status it was in prior to that engagement. I.e. this means that if there is at least one valid case for reimbursement in a fleet engagement then that engagement has to be fully reverted and erased from history. One player experiencing server related issues does mean that it must have affected everyone involved. Given that this would mean that the political landscape in New Eden would almost never change and that all fleet engagements would pretty much just be a horrid waste of time for all involved (as they would never amount to change anything), we took the stance of non-involvement in those engagements. We will still hear the arguments from the leaders of individual fleets involved in such engagements, but all rulings are taken on an alliance to alliance level rather than the more personal pilot to pilot level.

Some pilots receiving reimbursement where it was not warranted (such as in a fleet engagement) is of course something that we attempt to stamp out. But mistakes do happen still and the GMs involved in such decisions are admonished appropriately. We do appreciate when this is pointed out to us. The reverse is also true with some pilots not receiving reimbursement where it should be given according to our policies while their friends are granted the benefit. Remember you can always request a new GM to review your petition or request an escalation at your own discretion.

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