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Author	Thread Statistics \| Show CCP posts - 8 post(s)

CCP Adida	Posted - 2010.05.03 13:55:00 - [1] GM Spiral talks about the history of the Game Masters and what their current roles are. Here is the newest Dev Blog. Adida Community Rep CCP Hf, EVE Online

ITTigerClawIK Amarr Galactic Rangers Galactic-Rangers	Posted - 2010.05.03 14:05:00 - [2] First! Sig space reclaimed in the name of me -courtesy of Tiggy ([email protected])
Sir Fourhead Republic Military School	Posted - 2010.05.03 14:09:00 - [3] Will be first when above reply is removed. OH INTERNET SPACESHIP CAPTAIN MY CAPTAIN~ Please pardon the prissy overtones that will be found throughout this letter, but the reservoir from which CCP draws its lickspittles is primarily the masses of revolting enemies of the people.

Chribba Otherworld Enterprises Otherworld Empire	Posted - 2010.05.03 14:18:00 - [4] Edited by: Chribba on 03/05/2010 14:19:38 yay support! and edit/I'd like to see the reimbursement GMs to actually look at the station they select when it comes to certain ship classes... Secure 3rd party service \| my in-game channel 'Holy Veldspar'

Batolemaeus Caldari Free-Space-Ranger Morsus Mihi	Posted - 2010.05.03 14:39:00 - [5] Came expecting Gms promising to follow their own policies. Left disappointed. Also, why the hell do you have an automated reimbursement script thingy if your "policy" is to never reimburse kills in 0.0, even when it's blatantly obvious that the loss happened due to the servers? Are you just randomly reimbursing people you like, or did you go through the effort to help people out who underestimate the dps in a mission?
Bagehi Association of Commonwealth Enterprises Gentlemen's Club	Posted - 2010.05.03 15:15:00 - [6] Originally by: Batolemaeus I did not see reference to the pressing question of reimbursement due to fleet lag. Will there be new diagnostic tools so GMs can identify ship losses due to fleet lag? Translated. This signature is useless, but it is red.
Last Wolf Rage For Order	Posted - 2010.05.03 15:45:00 - [7] TL;DR Needs more pictures! Oh no you don't! Incoming witty reply, ETA: 300 seconds!
emi nenCe	Posted - 2010.05.03 15:50:00 - [8] Originally by: Bagehi Originally by: Batolemaeus I did not see reference to the pressing question of reimbursement due to fleet lag. Will there be new diagnostic tools so GMs can identify ship losses due to fleet lag? Translated. what fleet lag? sry but the logs show nothing
Clb The Intersect	Posted - 2010.05.03 15:56:00 - [9] Bit of a grammatical fail: Quote: logs were fairly primitive were implies past tense when this clearly is not the case. ---
T'Amber www.shipsofeve.com	Posted - 2010.05.03 16:04:00 - [10] Edited by: T''Amber on 03/05/2010 16:10:26 Interesting to find out how some of ships came about -T'amber VOTE T'AMBER FOR CSM FIVE All your vote are belong to meÖ POLITICS:SIMULATORÖ

EliteSlave Minmatar Macabre Votum Morsus Mihi	Posted - 2010.05.03 16:37:00 - [11] So this blog is relevant and helpful in what way? What do we Internet Spaceship Captains have to gain from this blog? I see absolutely nothing that helps in anyway. Here I will make a post as to what I have just read, Well we had crappy replacement schemes the first 3 years, now we have a slightly better scheme but its still crap since the logs show nothing... We haven't fixed lag, we haven't bothered to try... we haven't admitted there is lag... we know if we admit it we would have to fix it, but better to say the logs show nothing... Tyrannis is coming...but the logs show nothing.... Did i just do that?... Now how about a relevant dev blog concerning actual issues with in the game such as roll out of Infini-band or Lag being reduced, or like the Acknowledgement that you are having issues with severe lag where 200v200 is not possible at all, but we came up with a bright idea to remove deep safe spots to make lag even worse...
iP0D	Posted - 2010.05.03 17:28:00 - [12] Hm. What was the point of this blog? I mean, nothing new in it, and a bit low on marketing value.
Cinori Aluben Minmatar Gladiators of Rage Systematic-Chaos	Posted - 2010.05.03 17:48:00 - [13] Neat to see the evolution of the support process, and reimbursements (as sparse as they may be). 5-10 minutes compared to a few seconds is quite a change! Quote: ôWe continually look for ways that will enable us to respond quickly and efficiently to issues that may arise from new features from the start rather than having to fight fires reactively and to make the EVE more enjoyable for everybody.ö Speed of response to petitions is a big deal, just so long as the decided goal of efficiency doesnÆt make your operations impersonal or give the appearance that you donÆt care. Perhaps those 5-10min per ship endeared you to the plight of the pilot a bit more? IÆm all for efficiency and speed! Just keep the balance of ôcustomer care.ö Vote Cinori Aluben CSM 5! ôFix The Little Things First!ö www.littlethingsfirst.com --- Cinori Aluben -- CSM 2010!! "Fix the Little Things First!" http://www.littlethingsfirst.com
Dennison Spade	Posted - 2010.05.03 18:14:00 - [14] how am I supposed to care here.. I had to ponder for a rather long time (<1ms) before deciding that this wall of text added nothing to my eve life.. thanks..
Mashie Saldana Red Federation	Posted - 2010.05.03 19:17:00 - [15] Originally by: Chribba Edited by: Chribba on 03/05/2010 14:19:38 yay support! and edit/I'd like to see the reimbursement GMs to actually look at the station they select when it comes to certain ship classes... Hey, nothing wrong with all those super-carriers docked in highsec stations.
Shootin' Star	Posted - 2010.05.03 19:45:00 - [16] Originally by: Cinori Aluben Neat to see the evolution of the support process, and reimbursements (as sparse as they may be). 5-10 minutes compared to a few seconds is quite a change! Quote: ôWe continually look for ways that will enable us to respond quickly and efficiently to issues that may arise from new features from the start rather than having to fight fires reactively and to make the EVE more enjoyable for everybody.ö Speed of response to petitions is a big deal, just so long as the decided goal of efficiency doesnÆt make your operations impersonal or give the appearance that you donÆt care. Perhaps those 5-10min per ship endeared you to the plight of the pilot a bit more? IÆm all for efficiency and speed! Just keep the balance of ôcustomer care.ö Quoted for absolute truth. As a toon that endured a major row with the CSRs (specifically including GM Spiral, who was unable to solve things) that almost resulted in the loss of 5+ paying accounts from multiple people, I cannot emphasize enough the need CCP's CSRs have to put a more human face on what they do. This one thing alone would probably help more satisfactorily resolve a greater selection of their petitions than any other single item, even when they have to answer no. There is nothing more insulting and infuriating than believing that one's issue is being handled by a nameless, faceless bot. To CCP: If you do nothing else to improve CSR, this at least must be. Ignore it at your peril. Instead, find a way. The other item is CCP needs to find a way to take responsibility for desynch/lag. "Our logs show nothing" is a tired excuse for this that endears no one to the process. I don't care about the process once it's determined that reimbursement is warranted, and seriously doubt that's a priority for any other pilot, either; however, knowing that the bloody logs are being constantly improved to overcome these issues and allow CCP to take more responsibility for things which it absolutely IS liable for is. Sadly, the blog said nothing at all to this, and is therefore only further disappointment. I realize this will probably be ignored, which is sad. CSMs and CSM candidates, if you truly want to make a lasting mark, convince CCP that it must be dealt with and dealt with openly.
sue denim	Posted - 2010.05.03 20:30:00 - [17] Edited by: sue denim on 03/05/2010 20:32:07 you failed to mention your missing logs tool, it's been with you all 7 years :\| So cold edit: o wait, i forgot its not in the logs :P
Nika Dekaia	Posted - 2010.05.03 20:45:00 - [18] Having GMs within the development process is a very good idea. Big thank you to all GMs out there for their work. People seem to forget that GMs are normal people, too and that for one petition that might have been handled bad there are hundreds of poeple which had their petition dealt with with no flaws. Those people just don't post on the forum about it. Any numbers on how much GMs there actually are?
andeira	Posted - 2010.05.03 21:02:00 - [19] Quote: Our tools and logs have improved by leaps and bounds they have been improved but just as alway's still show nothing it's magic
Louis deGuerre Gallente Amicus Morte Shock an Awe	Posted - 2010.05.03 21:50:00 - [20] Originally by: andeira Edited by: andeira on 03/05/2010 21:07:01 Quote: Our tools and logs have improved by leaps and bounds they have been improved but just as alway's still show nothing it's magic and damn after reading it fully you guy's must have a hard job will not say anything about logs anymore ^^ A pox on you, I was going to post his I know the work is thankless, so I wish you lot all the best. Sol: A microwarp drive? In a battleship? Are you insane? They arenÆt built for this! Clear Skies - The Movie

Selene D'Celeste Caldari The D'Celeste Trading Company ISK Six	Posted - 2010.05.03 23:01:00 - [21] Edited by: Selene D''Celeste on 03/05/2010 23:01:55 Nice article, but there are two issues involving GMs where a little more explanation of the process would do a whole world of good for CCP<=>Customer relations. I know I'm not the only person who would like to know the following: First, inconsistency in rulings is the bane of many long-time players. No less than three times have I had to go on month-long petition chains to senior GMs in order to get the ruling of a junior GM reversed, even when the petition the Junior GM denied was identical to half a dozen previous petitions which were dealt with quickly and easily. In my case most of these petitions involve enforcement on name scamming EULA violations, but similar inconsistency is often seen with the handling of borderline exploits, bugs, etc. Could we have an overview on how the GM team's handling of consistent rule enforcement has changed over the years? Second, there have been a lot of account hacking threads on the forum the last few months, whether real or fake, where players suggest they have been banned and they have not gotten responses to their petitions. Additionally, the number of older players whom I have heard of being hacked seems to have risen. My concern is that more and more I hear about these petitions taking weeks if not months to be resolved. As someone with a significant interest and investment in EVE and its future (I like this game, what can I say), I'd like to know more about why the situation may be better than the anecdotal evidence suggests, or what the involved issues are with the GM team dealing with such matters? And as above, how has the way the GM team has dealt with this changed over the years? Any information about either of these issues would be most appreciated.
Kalissa Sacred Templars Black Star Alliance	Posted - 2010.05.03 23:07:00 - [22] One of the major problems with GM's which has been mentioned already is the feeling that you get when you deal with them, that sense that you're getting nothing but copy & paste standard replies. Also consistancy from own personal experience is well frankly, laughable. My experiences are a while ago now and because of them I dont put petitions in anymore as after over 6.5 years of playing Eve I've come to the conclusion that they're a waste of time. But I hope for others sake these improvements do filter their way down to the playerbase in a tangeable form and we get less of the "our logs dont show a problem" standard reply.
Dillon Arklight Universal Army Ushra'Khan	Posted - 2010.05.03 23:24:00 - [23] It's great to have dev blogs to get an insight intp the various departments of CCP. The written word is nice but how about a few video dev blogs?
senitaph core Amarr	Posted - 2010.05.03 23:49:00 - [24] as a development team that is on the verge of bringing a expansion out in a matter of a 2 weeks or so i was more expecting more game development blogs relating to things that are happening with the new expansion. like final figures for planet mining or skills required. anything else that has been added you know something on those lines!
Terra Mikael Private Nuisance	Posted - 2010.05.04 03:52:00 - [25] Edited by: Terra Mikael on 04/05/2010 03:52:25 A history of failure is better than no history at all? ___________ Proof that Daniel Jackson is a ret@rded furry
Lusulpher Blackwater Syndicate Systematic-Chaos	Posted - 2010.05.04 07:01:00 - [26] Originally by: Shootin' Star Originally by: Cinori Aluben Neat to see the evolution of the support process, and reimbursements (as sparse as they may be). 5-10 minutes compared to a few seconds is quite a change! Quote: ôWe continually look for ways that will enable us to respond quickly and efficiently to issues that may arise from new features from the start rather than having to fight fires reactively and to make the EVE more enjoyable for everybody.ö Speed of response to petitions is a big deal, just so long as the decided goal of efficiency doesnÆt make your operations impersonal or give the appearance that you donÆt care. Perhaps those 5-10min per ship endeared you to the plight of the pilot a bit more? IÆm all for efficiency and speed! Just keep the balance of ôcustomer care.ö Quoted for absolute truth. As a toon that endured a major row with the CSRs (specifically including GM Spiral, who was unable to solve things) that almost resulted in the loss of 5+ paying accounts from multiple people, I cannot emphasize enough the need CCP's CSRs have to put a more human face on what they do. This one thing alone would probably help more satisfactorily resolve a greater selection of their petitions than any other single item, even when they have to answer no. There is nothing more insulting and infuriating than believing that one's issue is being handled by a nameless, faceless bot. To CCP: If you do nothing else to improve CSR, this at least must be. Ignore it at your peril. Instead, find a way. The other item is CCP needs to find a way to take responsibility for desynch/lag. "Our logs show nothing" is a tired excuse for this that endears no one to the process. I don't care about the process once it's determined that reimbursement is warranted, and seriously doubt that's a priority for any other pilot, either; however, knowing that the bloody logs are being constantly improved to overcome these issues and allow CCP to take more responsibility for things which it absolutely IS liable for is. Sadly, the blog said nothing at all to this, and is therefore only further disappointment. I realize this will probably be ignored, which is sad. CSMs and CSM candidates, if you truly want to make a lasting mark, convince CCP that it must be dealt with and dealt with openly. ^This And streamline Bug Reports for Devil's sakes!!! "We work closely with the rest of CCP in the aftermath of the launch of an expansion." Who was it who said the subconscious always expresses itself indirectly? Creative Customer Person 7
Gajoleus Gallente Center for Advanced Studies	Posted - 2010.05.04 08:15:00 - [27] Bottom line is CCP: Reimbursing ships was hard before, that's why we didn't do it. Now it's easy but we still don't do it, because we suck and GM's don't know basics of eve
schwar2ss Caldari	Posted - 2010.05.04 11:05:00 - [28] The logs, they showed ...nothing! scnr Feels like customer support gets better. Or maybe it's me accepting losses without petition them.
Al'Xandra The Restless Masquerade	Posted - 2010.05.04 11:53:00 - [29] Lots of sarcastic comments here, but I for one have had a decent experience for the large part. In all valid cases where the logs did show something, my ships have been returned. And a big thank you to GM Libra especially, who has always been courteous and quick to respond. Keep up the good work!! As with everything EvE, it's about evolution. Propinquity and Serendipity provide the opportunity, my ACs will take care of the rest.
Dupre Indelian	Posted - 2010.05.04 12:23:00 - [30] Thanks for the input. I am also working in customer support of a software company and from my personal experiences the customer support of CCP does a great job. While there is certainly always improvements, I am sure you will do fine.

Tonto Auri Vhero' Multipurpose Corp	Posted - 2010.05.04 12:51:00 - [31] TL;DR from the wall of text: "Our logs show nothing, server works fine". -- Thanks CCP for cu
javer 4S Corporation Morsus Mihi	Posted - 2010.05.04 14:50:00 - [32] well as a veteran and beta tester the response time is good now, its just that the gm's seem to reply with copy paste and they don't actually read what they are answering about i can handle waiting better than the pre-canned know nothing answer that junior gm's seem to issue all to easy so in my cases I will just request escalation if I get a canned answer that misses what is my question and ask the senior gm to read the original question again the focus of the gm's seem to be in the logs but they also fail at reading the logs, or putting question marks when what the logs show happening as impossible, such as ship exploding inside stn, xx ship getting left on a gate and just my pod jumping through (session timer is 30s so i cant eject and jump at same time yet a gm claimed i did...) when i ask were xx ship took off and they respond we cant find anything in our logs or they give a answer i know isn't correct then refusing reimbursement means that you can be sure i wont let the case rest until i have gotten either a new ship or a explanation that is supported by logs -------------------------------------------- Never argue with an idiot, they will drag you down to their Level and beat you with experience.
Kilashandra Dark-Rising IT Alliance	Posted - 2010.05.04 14:55:00 - [33] The Eve GM program accidently all the game logs...
Liandra Xi Amarr Volatile Nature Systematic-Chaos	Posted - 2010.05.04 16:10:00 - [34] Edited by: Liandra Xi on 04/05/2010 16:11:07 Oh yes the GM's are fantastic - unless you have a billing issue that is. About 6 months ago I changed CC's I was using, and when trying to charge my account for another month not only did CCP manage to charge me 3 times to my credit card for the one transaction, they didn't complete the transaction and add any time to my account. About 15 emails back and forth to the GM's and more than 5 weeks later, I had my Bank officially challenge the transactions with CCP's merchant, refund me for the 3 charges, and I am told CCP's merchant was charged by my bank for the investigation and the resulting chargeback. The entire time the GM's couldn't even access the billing charges log to verify the charges, and insisted right up until my bank refunded me for the fradulent charges that there was nothing they could do about it. GM's might have improved in some ways like re-imbursing ships, but if it comes to actual real money, don't expect any assistance from them at all. These days I only use PayPal to pay for my account, you cannot trust CCP's billing system at all.
Artemis Rose Sileo In Pacis THE SPACE P0LICE	Posted - 2010.05.04 16:13:00 - [35] The nerdrage is strong in this thread. Pretty cool insight into the GM tools, thanks for that guys. *** Currently Playing: Trolls from Outer Space Current Equipment: VISAcard chain mail, +2 Amulet of Epic Whine, Self Banstick +2 WTB: +666 E-peen killboard stats
Elpyh	Posted - 2010.05.04 16:13:00 - [36] Edited by: Elpyh on 04/05/2010 16:14:25 Well working in customer support myself too, I think CCP is doing pretty good. Now I'm sure that most people who have done this job themselves at some point have a pretty good idea of well CCP is actually doing. For those that have no idea about how it works, yea it might seem like they are doing a crappy job but they get hundreds of petitions daily and it requires a lot of manpower to handle them all. Especially seeing how many players there are in eve.. Im sure the amount of petitions is insane. The reason why you might feel often that you get copy+paste answers is that customer support has to do things quickly. If they would write a story in every petition, their petition queue would get too big and then they would just reply weeks later to your petitions. And I also dont get the people who whine about logs and stuff. If all you can do is whine then why the **** are you even playing the game? Doesnt that fact alone show that it's a great game and CCP is doing a good job. And most of you idiots probably havent ever even tried programming and think its a piece of cake. If it was that easy, no game would have any bugs. Aaaarrrgh, I'm just sick and tired of idiots whining about everything. I thought it was a good reading. Yes not that relevent to the expansion or much to the game itself either but who cares. You wouldnt be able to play this game without those people. All my experiences with CCP have been good. Yea it has taken a while for them to response in my petitions but I can understand for the reasons I mentioned above and my problems have always been fixed and questions answered.
Scorpion Venom1	Posted - 2010.05.04 17:05:00 - [37] 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. granted it could be abused, but its an idea that can be worked with i stress to CCP that they do need to fix these issues, to the best of their ability, although i have had nothing but good interactions.
Tonto Auri Vhero' Multipurpose Corp	Posted - 2010.05.04 17:14:00 - [38] Originally by: Scorpion Venom1 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. This should never be an issue in first place. Copy-paste is always bad, unless it's the definite answer to the issue. -- Thanks CCP for cu
Scorpion Venom1	Posted - 2010.05.04 17:29:00 - [39] Originally by: Tonto Auri Originally by: Scorpion Venom1 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. This should never be an issue in first place. Copy-paste is always bad, unless it's the definite answer to the issue. well ofc, but it determins simple answer vs complex answer if a simple answer would do, you dont want to wait the 2 or 3 weeks you need for a very detailed answer including server logs
Mr John22ta Blood Money Industries	Posted - 2010.05.04 21:15:00 - [40] 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.

Gajoleus Gallente Center for Advanced Studies	Posted - 2010.05.05 07:43:00 - [41] Originally by: Mr John22ta 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. +1 Full scale ******ation from CCP
MissyDark	Posted - 2010.05.05 12:31:00 - [42] Originally by: Mr John22ta 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. Knowledge of basic math also would help tremendously. Having to expleain to csr how percentage works is a pain. Especially when he can't grasp the concept after third reply and closes the ticket with "this is too difficult to track" bottom line. Also, my logs don't show helpful customer support in Eve.
Noun Verber Gallente	Posted - 2010.05.05 14:45:00 - [43] Would you say that the new tools were a direct result of 'Mass Day' and everyone being forced to use the interface?
Sarina Berghil Minmatar New Zion Judge Advocate	Posted - 2010.05.05 15:58:00 - [44] I would just like to say that CCP has some of the best customer support in any online game I played. Perfect? Of course not, there's always room for improvement, but you guys are doing a fantastic job. Maybe you should provide training for other game companies, I certainly know a few that could use it. Part of the reason may be due to high efficiency because of good tools. If support has more time, it results in shorter queues and generally better service. I also think the detailed category system may have a big influence letting you guys prioritize and specialize. Much different than having all support requests going into one big pool as most other companies do it. So keep up the good work.
Niccolado Starwalker Gallente Shadow Templars	Posted - 2010.05.05 15:59:00 - [45] Originally by: CCP Adida GM Spiral talks about the history of the Game Masters and what their current roles are. Here is the newest Dev Blog. Good blog! Will definitely read again! Keep up the good work all of you! 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.

GM Spiral Game Masters	Posted - 2010.05.05 16:57:00 - [46] Edited by: GM Spiral on 05/05/2010 16:59:19 This is not really the subject of the blog, but weÆll try to address some of the concerns here you have about our LogsÖ. We do log and see great many things, close to everything we need. Trouble arises when logs are requested for things which we either are not able to log due to simple hardware limitations or due to the events causing the issue not originating within the server structure. 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. In the end, EVE Online is a massively competitive game where both gains and losses have a bit more meaning above and beyond the norm in other contemporary titles. We have to take this into account when forming our policies that govern our interaction with the players and their requests. When we started we took the stance to only cover losses which trace their roots to verifiable issues that are logged or reported within the server. This was done as the server is the only place which we can fully monitor and the only place which all of our players have in common across the myriad possibilities in hardware and connection quality. We are certain that this way we can maintain full fairness to the entire playerbase as a whole. And now slightly more on topic: This blog is one of many that customer support is planning over the coming months to make us a bit more visible. It is not intended as a filler in lieu of blogs from Game Design on the future of EVE Online. We intend on keeping a strong eye on the feedback received from these blogs in addition to what we receive through normal channels. This will hopefully assist our lead GMs and director in shaping up our policies for the future. Thank you for having the patience to read this. -------------------------------- Senior GM Spiral EVE Online Customer Support Team

Mal Lokrano Gallente Retribution Corp. Initiative Associates	Posted - 2010.05.05 17:52:00 - [47] Gotta be nice to only have to hit a few buttons to reimburse a ship, i bet the old database searching was a real pain after awhile. Granted there was much less players back then. Man its hard to believe Eve has been around for nearly 7 years, Come next February I will celebrate 3 years of being in Eve. I hope to have many more. ____________________________________________ When going to a party with wine, women, and song. Always ascertain the vintage of the first two.
Liandra Xi Amarr Volatile Nature Systematic-Chaos	Posted - 2010.05.05 18:48:00 - [48] @GM Spiral - i notice in your reply you completely ignore issues raised in this thread such as billing issues which couldn't have been handled more appallingly by CCP GM's. If you can't even get billing issues right, how do you expect anyone to have faith you can even handle ship replacement correctly. I have to echo the number of times this has not even been possible after massive node crashes. So you make a thread saying how wonderful you are at getting the basics of customer service right when you don't even do that. Honestly this dev blog is the biggest e-peen demonstration ive seen from CCP in quite a while.
Selene D'Celeste Caldari The D'Celeste Trading Company ISK Six	Posted - 2010.05.05 21:51:00 - [49] It would still be nice to have some of the other issues raised in this thread addressed, at least minimally.
wert668	Posted - 2010.05.05 22:37:00 - [50]

Batolemaeus Caldari Free-Space-Ranger Morsus Mihi	Posted - 2010.05.06 05:35:00 - [51] Edited by: Batolemaeus on 06/05/2010 05:38:37 Originally by: GM Spiral 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. Which is completely irrelevant. It's obvious that CCP has little effect on how the net works. Nobody is debating it, this is not the issue. The issue is that GM have been routinely denying reimbursement for losses that were due to servers dying. Node crashes, grids not loading, people not leaving the game even hours after logging off, people logging on only to notice that the server spawned them on an enemy pos instead of where they entered the game and countless more issues players can encounter that are caused to 100% by the server are apparently only reimbursed if the player catches specific GMs. Seeing buddies getting their ships back from fights where others just got a canned response is not exactly showing the GMs in a good light. You shouldn't be surprised if people stop taking you seriously when there is so little service in your customer serivce department.
Darth Vapour	Posted - 2010.05.06 06:16:00 - [52] Edited by: Darth Vapour on 06/05/2010 06:16:42 Originally by: GM Spiral 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. Yeah, that must be it. When 100 players located on several continents and dozens of different ISP's all lock up when loading a grid it must be a bunch of non-CCP related network outages that cause their problems. There might be players on the other side who use the same ISP without any problems but let's not draw any conclusions here.
Skyrape	Posted - 2010.05.06 09:37:00 - [53] I don't know about the rest of the BLAH in that post but I'll tell you that today, GM's have no idea about most game mechanics, modules or ships, they don't read petitions, barely speak english, and most of the times they only give players the default "we don't have a log of it" message. Thousands of players have posted petitions which were ignored in that manner. Furthermore, players that discover bugs while playing and sustain losses are as well not reimbursed, even if the development team acknowledges the presence of such bugs. The GM team always sends the same dull reply. On top of that, if the bugs are major (such as for instance the bug that allows players to destroy things inside POS shields), and the players who lose things because of this post on forums, the forum threads are closed immediately and the bugs are denied to exist. Maybe someday CCP will learn that customer support is as important as the product itself. Till then, cheerios kids!

GM Spiral Game Masters	Posted - 2010.05.06 10:11:00 - [54] In reply to Liandra Xi's and Selene D'Celeste's concerns. I am going to be gathering up some information today and hopefully make available in this thread before my shift is over. I will also be looking at any other questions and concerns that were raised but not directly answered by my previous post. Stay tuned. -------------------------------- Senior GM Spiral EVE Online Customer Support Team

Falkrich Swifthand Caldari eNinjas Incorporated	Posted - 2010.05.06 10:14:00 - [55] Edited by: Falkrich Swifthand on 06/05/2010 10:15:51 Originally by: EliteSlave We haven't fixed lag, we haven't bothered to try... we haven't admitted there is lag... This is obvious troll, but WTH: 1: This is a blog about the GMs, who aren't responsible for fixing the game. 2: Lag has been fixed many times. Fleet fights that lag now are at least ten times the size of fleet fights that lagged when eve was launched. There is always more lag, unless a cap is put on number of people in a system, which would not help the game at all. This has been said many many times... nullnull My sig is not my sig.

GM Spiral Game Masters	Posted - 2010.05.06 13:51:00 - [56] IÆm sorry that this may come in several parts, please bear with me. @Liandra Xi û Billing Concerns: We are sorry to hear you had these problems when upgrading your credit card details. We assure you that we take all billing problems very seriously as they usually involve your money - the customerÆs - and we know very well how stressful money concerns can be. It is far from being our intention to cause stress for our customers. Without going into details of your specific issue, then we can only tell you - the customer - what we see on our end. We do not know how things look from the bank/card issuerÆs side and so often we have to recommend our customers to speak with them in order to get to the bottom of the matter. There is a clear difference between the real money issues we deal with in the Billing queue, and the game play reimbursement requests we get. Losses of things inside the game are more complicated to solve as we have to take many things into account such as overall fairness, market balance and the possibility of abuse if we slack on verification. Interfering with the EVE universe is something we take very seriously, as we should. With real money issues such as credit card problems we are more free to stick to the good old ôthe customer is always rightö approach and maintain a very high rate of solution, which again shows very clearly in the results of our satisfaction survey. @Selene DÆCeleste û Hacking Concerns: We have been, and are, experiencing a lot of account hacking, thatÆs no secret. The same actually goes for most other major MMOs out there and everyone is trying their best to keep their games clean of this nuisance. As we are all probably aware of; hackers are extremely persistent and stop at nothing. They know all the tricks in the book when it comes to obtaining login details and are able to remain mostly anonymous when doing so. ItÆs also no secret that the hackers are in the ISK selling business. When they hack into your account, they proceed to sell everything off it and then donate the ISK to ISK buyers. That is the ONLY reason why they do what they do, and the people buying their ISK are directly responsible for their continued presence in EVE Online. As soon as we notice an account has been accessed by a foreign IP - one weÆve identified as a hacking IP û we sort out the damage done to the best of our ability and proceed to close down the account, subsequently sending an email to the owner asking him/her to contact us. Nowadays, owners of active accounts that are hacked and then banned by us never have to wait longer than 7 days for being able to access their accounts again. Usually the waiting period is much shorter than that though. We have several GMs dedicated to monitoring daily hacking activities and banning accounts that have been logged into by hackers, but with no damage done to them yet. ItÆs safe to say that by doing so weÆve saved thousands of accounts from being damaged in this way with our very determined counter offensive. While it is uncertain whether weÆll ever be able to win the war against the hackers completely, we are constantly coming up with new ways that hamper their ability to function and slows them down considerably. We are relentless in our efforts of doing so and weÆll continue doing so as long as ISK buyers keep paying them to hack your accounts. P.s. If you need ISK, buy PLEX. The hacking free solution to your needs. More to come... -------------------------------- Senior GM Spiral EVE Online Customer Support Team


GM Spiral Game Masters	Posted - 2010.05.06 13:54:00 - [57] @Cinori Aluben & javer û Customer Care Vs. Efficiency ItÆs a balance act between quality, quantity and cost. We have about the same number of GMs per customer as our competitors. We aim for fast service without compromising quality. Things we can do to improve speed without chopping into our quality include improving our tools and adding new ones, training our GMs, specializing GMs and using standard replies... where they are applicable. Overuse of standardized reply templates is forbidden and should be reported when spotted. You can request a new GM or an escalation if you find yourself being hammered by standard replies incessantly. @Selene DÆCeleste again û Inconsistencies in GM Petition Handling This is something that we are always on the lookout for. We do have some tools at our disposal to assist in maintaining fair and consistent handling of those cases that we receive. This includes a centralized information bank concerning all our current and up to date policies, exploits and other information pertaining to our work; audits done on ALL members of the customer support team regularly; peer monitoring and so forth. With 330.000 people playing an incredibly competitive game and with GMs spread out over four countries consistency is going to be hard to maintain. With all things considered we believe we are doing a good job overall in those matters even if pointing out our mistakes is not hard. Can we improve? Most certainly, yes. @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. -------------------------------- Senior GM Spiral EVE Online Customer Support Team


GM Spiral Game Masters	Posted - 2010.05.06 13:55:00 - [58] Thanks to the Three G's (Gusto, Guard and Grimmi) for helping me gather up all the information. My apologies to the player base for massive walls of text. -------------------------------- Senior GM Spiral EVE Online Customer Support Team

Falkrich Swifthand Caldari eNinjas Incorporated	Posted - 2010.05.06 16:07:00 - [59] Despite my posts being interspersed with his, I am not GM Spiral. Even if he has made it look like I have GM red bars above nullnull My sig is not my sig.
EliteSlave Minmatar Macabre Votum Morsus Mihi	Posted - 2010.05.06 18:51:00 - [60] Originally by: GM Spiral @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. Well heres the issue at hand, The node drops, you should revert it back to where it was the previous day, It only makes sense, Now I this may be work, but it is logical to do so, Your server failed, We didnt, thus you should return things as they were previous to node failing.

Marlenus Ironfleet Towing And Salvage	Posted - 2010.05.06 21:04:00 - [61] Originally by: GM Spiral My apologies to the player base for massive walls of text. No apologies needed. What you're calling massive walls of text are actually very useful and quite reminiscent of what dev blogs used to look like before they all started getting vetted-to-death by marketing. In sum you've written a much better dev blog about the GMs than the official dev blog about GMs. And I, for one, appreciate it. ------------------ Ironfleet.com
Batolemaeus Caldari Free-Space-Ranger Morsus Mihi	Posted - 2010.05.06 21:56:00 - [62] Originally by: GM Spiral 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) Exactly. The new sov system and server performance since Dominion made sov warfare a horrid waste of time for all involved. I don't see anything wrong with stopping it until both problems are fixed. The state of the game currently means that whenever someone takes out a fleet of over 100 people, they risk losing it to black screen with no reimbursement from ccp whatsoever and with no warning beforehand. It has been 5 months with no support from neither ccp nor gms and quite honestly, i'm growing tired of it.
Selene D'Celeste Caldari The D'Celeste Trading Company ISK Six	Posted - 2010.05.06 22:08:00 - [63] Thanks for taking the time to reply Spiral =D
Caladain Barton Navy of Xoc Wildly Inappropriate.	Posted - 2010.05.07 02:20:00 - [64] Edited by: Caladain Barton on 07/05/2010 02:23:38 Sweet Server Monkeys!!!one! (NOT SARCASTIC, COMPLETELY HONEST) Please. Don't. Stop. Posting. It may seem like a wall of text to you..but it really isn't. You've just demonstrated exactly the kind of responses the player base has been clamoring for. What we've been missing. Print out this thread. Pass it around the office. Mass mail it to everyone in CCP. What you've just done, only more. Is there any progress in fixing the "grid loading bug"..(it's not lag..lag we know and hate and love and expect..this is a black loading screen :-))? The other Dev Blog said that you want to take away Deep Safe Spots..but then the dev got silenced before answering any real questioned..he kindof just cherry picked the irrelevant ones (unrelated to the matter at hand)...Do Dev's get their posts "filtered" or do they get "silenced" if they start talking too much or answering too many questions?
Kerfira Audaces Fortuna Iuvat	Posted - 2010.05.07 23:23:00 - [65] Originally by: GM Spiral When they hack into your account, they proceed to sell everything off it and then donate the ISK to ISK buyers. Have you thought about implementing some kind of storage for players where they can 'time-lock' items in a station or money in their account? Example: I decide than I'm not going to use ship XYZ for a while. I put it in time-locked storage, and say that I want a 7-day lock. This means that when I decide to unlock it, it'll be 7 days after the unlock before I can access it. When you log in, you should be presented with a list of your currently unlocking items/money. This would severely limit what a hacker can steal (if people use it) from active players. You could also do something similar for character recycling or transfer to protect the characters. Originally by: CCP Wrangler EVE isn't designed to just look like a cold, dark and harsh world, it's designed to be a cold, dark and harsh world.
Liandra Xi Amarr Volatile Nature Systematic-Chaos	Posted - 2010.05.08 07:50:00 - [66] Thanks for taking the time to reply, knowing we are at least listened to is very important!
Viktor Villiance Caldari Astrosemites Unlimited	Posted - 2010.05.09 02:19:00 - [67] Spiral, this is EXACTLY the kind of response we're all looking for from GMs/CCP when it comes to addressing player concerns and issues. It would be far, far more helpful if the GM team did this from time to time, instead of leaving us in some type of black-hole of information when it comes to the 'other side' of the game (the game administrators vs. game players). Please, please continue to do this in the future. You've made at least 1 subscriber very happy by doing so. It was once thought that man could be trusted with the keys to his own destiny, but as it turns out, that destiny was to forever deny himself entry to that fate from the futile effort of ever-lasting
Cinori Aluben Minmatar Gladiators of Rage Systematic-Chaos	Posted - 2010.05.09 07:50:00 - [68] Wow, this thread has certainly changed paths since I last checked on it! GM Spiral, I can only reiterate what others have said here: Thank you for the care of your replies. CCP needs to give you a bonus/raise or something for these, and encourage this behavior and close care and concern for its players. You replied to very specific concerns of people, and squelched some fires as well. You've just finished training Social 3, now lets see it up to 5. I think players are just seriously sick of "Sux to be you, deal with it." responses from GMs to their petitions. People want to know that you care about their specific situation, it makes them feel appreciated for paying money every month. Reality is, we're a client, you provide a product and a service. The intent of my original reply has been heard apparently, and I thank you kindly for that. Keep this up guys. Cinori Aluben CSM5 2010 Fix the Little Things First! www.littlethingsfirst.com --- Cinori Aluben -- CSM 2010!! "Fix the Little Things First!" http://www.littlethingsfirst.com
IVeige Caldari IVever.	Posted - 2010.05.10 02:01:00 - [69] We need a log that show something.
Nika Dekaia	Posted - 2010.05.11 00:28:00 - [70] Edited by: Nika Dekaia on 11/05/2010 00:30:33 Originally by: IVeige We need a log that show something. Read the GM reply. Then you'd know why CCP does not and can not know (and not be responsible) for what's happening on your machine, with your sucky ISP or the whole damn intenet.

Phlyk The VonBraun Institute	Posted - 2010.05.11 08:26:00 - [71] Thank you Spiral! This thread is very informative and appreciated. Keep up the good work.
maniac69uk	Posted - 2010.05.12 10:59:00 - [72] Nice to see a GM actually reading what has been posted. I have been the victim of the petition response copy and paste. I have also been lucky enough to have a bs returned due to lag (Yay) But.. Macros need sorting BIG STYLE. Has CCP got a plan of action to deal with this problem? Maybe we need a team to look at the issue? How would someone apply to become a GM as I have been guilty of slating some of the GM's in the past and feel something needs doing.
Bagehi Association of Commonwealth Enterprises Gentlemen's Club	Posted - 2010.05.12 17:51:00 - [73] Originally by: GM Spiral @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. Thanks for the reply on this. However, this amounts to saying that the GMs will not police the abuse of a bug in game mechanics to win fights. Fleet fights are much better than they had been shortly after Dominion was released, however it remains a valid tactic to heavily load a grid enemies are entering to create an advantage. I am reminded of the POS bowling fiasco here. Is it the official position that this is not an exploit (at this time)? This signature is useless, but it is red.

GM Spiral Game Masters	Posted - 2010.05.19 10:22:00 - [74] My apologies for the delay in responding to the last few questions here. Things are going up a notch in the preparation towards Tyrannis. Concerning the grid loading issue. @Caladain Barton - I am not really in a position to say much on that. Best I can offer is to check with the engineering guys working on this if there are any blogs or other information available soon and even then I can not promise anything. But you can rest assured that they ARE working on this and have been since Dominion, work will continue until conditions on TQ are acceptable, and then we will of course keep expanding the boundaries of whatÆs possible as we have been doing for the past seven years. Concerning devs being "silenced" @Caladain Barton - They donÆt get ôsilencedö (you make it sound like our PR department hires hitmen or something) and they donÆt get ôfilteredö as much as you might believe. Simply put, things have been crazy busy with the race towards Tyrannis and updating forum threads may take lower priority for those directly working on the features that are coming. Concerning hacking and possible solutions @Kerfira - I am not sure if our anti-RMT and security guys thought of that specifically. We do have an ongoing effort to increase security on all accounts. This is done in increments as solutions become viable, stable and secure. You already have some of these solutions in place on our webpage which is what we are looking at now. We do of course value suggestions and input in these matters as every little drop to help tip the scales help. Concerning applications for a GM position @Maniac69UK - You have to be very capable in written English and have EVE Online experience, preferably extensive experience. Other language skills are a plus, especially German and Russian since we offer support in those languages. YouÆll have to pass a few interviews and then youÆll have to live through the rigorous GM rookie training program. Even if there are no jobs listed as free in the GM department, you can still send in an application for when one opens up. There will still be more hiring done this year. Concerning macro users @Maniac69UK - We are of course still accepting petitions with list of suspected macroers and all such reports are guaranteed to be investigated. We are also doing our research and maintaining constant pressure as follow up from our Unholy Rage efforts. But yes, more people we have, the better. Concerning the policing of manipulating latency in large scale engagements @Bagehi - It is true, the situation is somewhat better than right after the release of Dominion and our efforts to improve the situation are still in full swing. Hopefully you will feel the fruits of that labour sooner than SoonÖ. As our much debated policy on fleet fights state, we will not intervene in them for the reasons already mentioned in CCP AtlasÆs blog as well as my previous replies here. With that in mind we can not intervene with those ôheavily loading a gridö, to answer your question more directly. Customer support does not enjoy the current situation at all and we will celebrate the day when this policy will no longer be such a necessary part of our operations. Furthermore! I will keep an eye on this thread for further questions. There will also be more regular blogging from the GM department and if there are any questions which we can answer in more depth we may very well simply dedicate a whole blog to a particular concern. -------------------------------- Senior GM Spiral EVE Online Customer Support Team

Caladain Barton Navy of Xoc Wildly Inappropriate.	Posted - 2010.05.25 04:28:00 - [75] Edited by: Caladain Barton on 25/05/2010 04:29:45 Edit: stupid browser Originally by: GM Spiral WIN Spiral! You just seriously gave more info in a single post than the last devs in the last 4 dev blogs combined (all devs, in the last 4 dev blogs comment section). Seriously. Take this thread and email it around CCP. The reason the "silenced theory" came about is because a dev would be talking to the players, one or two replies at most, and then all CCP presence on the page would abruptly cease..go read the previous dev blog comments one afternoon..players started making jokes that marketing was silencing them :-D only then it continued and it started to feel like the truth :-( Fleet lag is something we've always lived with, and always will, but it's never been made clear, from a single dev statement, that you guys acknowledge that there are currently two forms of lag..the Blackscreen (not loading grid) lag that's new to dominion (the one everyone is complaining about) and the regular fleet lag (which we all know and love and hate, but aren't complaining about). Perhaps lag is a bad term for this new dominion lag, so i'll call it evil grid monster :-) I say this to prep an example, i'm not seeking an answer (unless you have one :-) Anywho..the dev's refused to answer anyone in the Deep Safe Nerf thread about the fact that players have figured out a way to get around the EGM by using deep safes...one fleet is in system, second fleet pops a cyno at 1000au so their fleet has time to load grid safely. It seemed a bit short sighted to nuke deep safes before fixing EGM, and a bit short sighted considering EGM could come back again later..We don't like cynoing in at a deep safe, we like hotdropping and going siege green :-) The Devs fell very, very quiet and stopped posting..read the end of that dev blog..there are a lot of very bitter people who grow more bitter every dev blog. Read Eve's facebook page. Any of the posts..lots of angry negative PR that can be solved by this sort of dialog. CCP used to talk to us..even if it was a "We don't have answers at this time, but we're working on it fellas :-)" This is good PR and makes for happy players..so please, don't stop :-)
Shootin' Star	Posted - 2010.05.25 13:43:00 - [76] Originally by: maniac69uk Nice to see a GM actually reading what has been posted. QFT. @ GM Spiral - If I have been critical of GMs and yourself in particular, the bottom line is that - regardless of the merits of the petition/s filed - like maniac69uk I have not felt myself to be dealing honestly with a person but rather a process intent on shunting me aside with mostly C&P'd replies. So, as critical as I have been in the past, I must also commend you highly in particular for the work you've done in this thread - both in terms of explaining things well and properly, and doing so with a more human face. This is a face I would urge you and your fellow GMs to be sure to bring to the petition process as well. You are not just faceless, otherwise-nameless toons but people. Remember that, please. While the need to process petitions and the like efficiently is understood, a disservice is done both to yourselves and to your game if you do not take the opportunity to remind and assure your customers of that fact. This was an integral part of the conversation I had with GM Lilith on the subject, really the heart of it, and it is my hope that it will be taken with all proper gravity. Development of tools to aid this process, such as realtime communication made available once your proper offline research had been completed, would be a good start. Indeed, if I understand correctly, GM help chats are already available; perhaps these might be better and more openly promoted and utilized?
Budsin Adar	Posted - 2010.05.26 13:24:00 - [77] This is 1 day I have been waiting for since i found out about it first they had low sec moon mining now we can go home to our families on the planets. Then do ring mining etc and work on worlds. Can't wait :). Just wonder if we get landing craft BPO's or BPC??fly safe all Peace. 07 or 0/

CCP Shadow C C P C C P Alliance	Posted - 2010.05.27 14:32:00 - [78] Off-topic posts have been removed.

Neja Halcyon	Posted - 2010.06.02 15:51:00 - [79] I want to start by saying I'm pleased with Tyranus and I hope these comments can be taken as suggestions and not criticisms. The original post said "We [the GMs] are also responsible for providing the material necessary to have new EVElopedia wiki articles written ...." I'm using Eve Gate to check my character's stats and plan for Planetary Interaction. I notice that I've only started training 2 of the PI skills but I don't know which skills I'm missing. Since I can't get into the game from work, I checked the online database and to my surprise, the new PI skills aren't listed. I also notice that none of the Dev Blogs list the names of the skills. I'd like to ask if someone can get the online database updated to reflect the new skill book changes. I suspect with the advent of Eve Gate, there will be more people like myself using the online database, wiki articles, et al.
Caladain Barton Navy of Xoc Wildly Inappropriate.	Posted - 2010.06.17 05:17:00 - [80] Edited by: Caladain Barton on 17/06/2010 05:17:07 So much for following through. ~sigh~ Zero CCP replies on the Tfail expansion feedback thread. Sad times.

Whenua Momona	Posted - 2010.06.29 22:02:00 - [81] Originally by: GM Spiral My apologies for the delay in responding to the last few questions here. Things are going up a notch in the preparation towards Tyrannis. Concerning the grid loading issue. @Caladain Barton - I am not really in a position to say much on that. Best I can offer is to check with the engineering guys working on this if there are any blogs or other information available soon and even then I can not promise anything. But you can rest assured that they ARE working on this and have been since Dominion, work will continue until conditions on TQ are acceptable, and then we will of course keep expanding the boundaries of whatÆs possible as we have been doing for the past seven years. Concerning devs being "silenced" @Caladain Barton - They donÆt get ôsilencedö (you make it sound like our PR department hires hitmen or something) and they donÆt get ôfilteredö as much as you might believe. Simply put, things have been crazy busy with the race towards Tyrannis and updating forum threads may take lower priority for those directly working on the features that are coming. Concerning hacking and possible solutions @Kerfira - I am not sure if our anti-RMT and security guys thought of that specifically. We do have an ongoing effort to increase security on all accounts. This is done in increments as solutions become viable, stable and secure. You already have some of these solutions in place on our webpage which is what we are looking at now. We do of course value suggestions and input in these matters as every little drop to help tip the scales help. Concerning applications for a GM position @Maniac69UK - You have to be very capable in written English and have EVE Online experience, preferably extensive experience. Other language skills are a plus, especially German and Russian since we offer support in those languages. YouÆll have to pass a few interviews and then youÆll have to live through the rigorous GM rookie training program. Even if there are no jobs listed as free in the GM department, you can still send in an application for when one opens up. There will still be more hiring done this year. Concerning macro users @Maniac69UK - We are of course still accepting petitions with list of suspected macroers and all such reports are guaranteed to be investigated. We are also doing our research and maintaining constant pressure as follow up from our Unholy Rage efforts. But yes, more people we have, the better. Concerning the policing of manipulating latency in large scale engagements @Bagehi - It is true, the situation is somewhat better than right after the release of Dominion and our efforts to improve the situation are still in full swing. Hopefully you will feel the fruits of that labour sooner than SoonÖ. As our much debated policy on fleet fights state, we will not intervene in them for the reasons already mentioned in CCP AtlasÆs blog as well as my previous replies here. With that in mind we can not intervene with those ôheavily loading a gridö, to answer your question more directly. Customer support does not enjoy the current situation at all and we will celebrate the day when this policy will no longer be such a necessary part of our operations. Furthermore! I will keep an eye on this thread for further questions. There will also be more regular blogging from the GM department and if there are any questions which we can answer in more depth we may very well simply dedicate a whole blog to a particular concern. The above is words to say "I know nothing!" Colonel Shultz from Hogan's Heros is more productive.
Whenua Momona	Posted - 2010.06.29 22:09:00 - [82] Originally by: GM Spiral My apologies for the delay in responding to the last few questions here. Things are going up a notch in the preparation towards Tyrannis. Concerning the grid loading issue. @Caladain Barton - I am not really in a position to say much on that. Best I can offer is to check with the engineering guys working on this if there are any blogs or other information available soon and even then I can not promise anything. But you can rest assured that they ARE working on this and have been since Dominion, work will continue until conditions on TQ are acceptable, and then we will of course keep expanding the boundaries of whatÆs possible as we have been doing for the past seven years. Over the last 4 years ccp have attempted "to expand the boundaries" attempts to make TQ acceptable have been very few or been so futile as to simply be a download with an attached note, claiming it fixes lag. Concerning the policing of manipulating latency in large scale engagements @Bagehi - It is true, the situation is somewhat better than right after the release of Dominion and our efforts to improve the situation are still in full swing. Hopefully you will feel the fruits of that labour sooner than SoonÖ. As our much debated policy on fleet fights state, we will not intervene in them for the reasons already mentioned in CCP AtlasÆs blog as well as my previous replies here. With that in mind we can not intervene with those ôheavily loading a gridö, to answer your question more directly. Customer support does not enjoy the current situation at all and we will celebrate the day when this policy will no longer be such a necessary part of our operations. It is not true, the situation is worse than right after the release of dominion...
Dreae Black Talon Federation	Posted - 2010.07.09 20:21:00 - [83] Originally by: Whenua Momona The above is words to say "I know nothing!" Colonel Shultz from Hogan's Heros is more productive. Shultz is a sergeant, and I found Spiral's post to be informative and knowledgeable.
NereSky Gallente Domination.	Posted - 2010.07.27 21:51:00 - [84] Best comedy ive read to date


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