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Author	Thread Statistics \| Show CCP posts - 9 post(s)
TriadSte IronPig Sev3rance 103	Posted - 2012.09.01 10:44:00 - [1] - Quote Pretty much that, I did a most dumb ass thing ever yesterday I contracted a plex to another char of mine to add account time. I did this whilst using hours for plex. I was then side tracked by a incoming gang so helped out, forgetting my other chars time was running out. As I used hours for plex thats no longer available to me at this time. My dumb ass fault, my problem. But why under billing in petitions you'd think you'd have more people power to sort these issues out. Like when you call your cell company you know for a FACT if you pushed the number for "pay bill" Its gonna get answered significantly faster than say "change price plan".... All I want is 5 minutes to log in accept the contract and bang my game time on. Its Saturday I would like to get online and play some Eve. Its been 24 hours now and I think for a billing issue that's on the border of unacceptable. It would take someone literally a few seconds to help me out but no..

Chribba Otherworld Enterprises Otherworld Empire 4711	Posted - 2012.09.01 11:02:00 - [2] - Quote Hopefully they will get to you sooner than later. But really, I am a paying customer too and I also want my issues to go before others in the queue... And while yours may take seconds to sort out, how will they know? Not like they would screen the queue every time to see if a newer quicker one has jumped in while finishing the last one. But hopefully you will get activated soon, and nice of you to help out your gang as well, at the same time there it would have taken you seconds to accept and apply the plex as well, just as it would take them seconds to fix for you. Best of luck, hope it works out. /c GÿàGÿàGÿà Secure 3rd party service GÿàGÿàGÿà Visit my in-game channel 'Holy Veldspar' Follow me on Twitter @Chribba

Solstice Project Red Federation RvB - RED Federation 1724	Posted - 2012.09.01 11:09:00 - [3] - Quote I'm a paying customer too and i demand that my issues will be resolved before your issues ! Inappropriate signature removed. Spitfire
rodyas Tie Fighters Inc 700	Posted - 2012.09.01 11:11:00 - [4] - Quote I use to be a paying customer and I demand, More time given to me with petitions for dumb mistakes, like doing hours for plex and forgetting to. Oh the inhumanity, when I make a mistake, and others refuse to fix it, just becuase I told them to. I will not be voting in the CSM election, so you need to go vote to make up for me.
Diotima Saraki The Waterworks The-Machine 7	Posted - 2012.09.01 12:04:00 - [5] - Quote Why do people in these threads always act as if the number of GMs is permanently fixed to some arbitrary, yet insufficient, number. It's a quiet time of the year and no special promotion or expansion has caused a surge in players or support requests. If CCP can't keep queues down during such a time, then they just don't have enough GMs - and they can't even use the usual "but we are hiring GMs (for mediocre pay, in frikking Iceland, trololol)" excuse this time around. IIRC we were fed the "we are working to improve the quality of our customer service" line for several years (roughly 2008 to 2010) right up to the point where the public complaints about petition queues started to skyrocket. Maybe CCP missed that even having an outsourced GM who only follows a basic script is better than not getting a timely response to your petition at all? How hard can it be to call sitel and tell them to get you a few more junior GMs?
Cede Forster 38	Posted - 2012.09.01 13:07:00 - [6] - Quote TriadSte wrote: Pretty much that, I did a most dumb ass thing ever yesterday I contracted a plex to another char of mine to add account time. I did this whilst using hours for plex. I was then side tracked by a incoming gang so helped out, forgetting my other chars time was running out. As I used hours for plex thats no longer available to me at this time. My dumb ass fault, my problem. But why under billing in petitions you'd think you'd have more people power to sort these issues out. Like when you call your cell company you know for a FACT if you pushed the number for "pay bill" Its gonna get answered significantly faster than say "change price plan".... All I want is 5 minutes to log in accept the contract and bang my game time on. Its Saturday I would like to get online and play some Eve. Its been 24 hours now and I think for a billing issue that's on the border of unacceptable. It would take someone literally a few seconds to help me out but no.. now honestly, what did you think first: topic should have been a) "player sucks, CS to the rescue?" b) harry potter look alike complain thread on the more serious thought: so you used the time that was exclusively given to you to activate the plex for something else and, i didnt care to look - i am assuming this, violated the term of that agreement that granted you the time. and now the cs, which implemented this only to get rid of having to deal with crap like that does not work fast enough? i'd go for a classic "well deserved" here, should be the absolut bottom of the priority list, right after "help, my ship exploded".
Jake Warbird Republic Military School Minmatar Republic 1672	Posted - 2012.09.01 13:50:00 - [7] - Quote Chribba wrote: Hopefully they will get to you sooner than later. But really, I am a paying customer too and I also want my issues to go before others in the queue... And while yours may take seconds to sort out, how will they know? Not like they would screen the queue every time to see if a newer quicker one has jumped in while finishing the last one. But hopefully you will get activated soon, and nice of you to help out your gang as well, at the same time there it would have taken you seconds to accept and apply the plex as well, just as it would take them seconds to fix for you. Best of luck, hope it works out. /c TLDR; rodyas wrote: I use to be a paying customer and I demand, More time given to me with petitions for dumb mistakes, like doing hours for plex and forgetting to. Oh the inhumanity, when I make a mistake, and others refuse to fix it, just becuase I told them to. TTLDR Solstice Project wrote: I'm a paying customer too and i demand that my issues will be resolved before your issues !
Frying Doom Zat's Affiliated Traders 674	Posted - 2012.09.01 13:53:00 - [8] - Quote Have you tried customer service at some of the other MMORPGs? EvEs is actually quite pleasant by comparison. Any Spelling, gramatical and literary errors made by me are included free of charge.
TriadSte IronPig Sev3rance 103	Posted - 2012.09.01 14:27:00 - [9] - Quote Cede Forster wrote: now honestly, what did you think first: topic should have been a) "player sucks, CS to the rescue?" b) harry potter look alike complain thread on the more serious thought: so you used the time that was exclusively given to you to activate the plex for something else and, i didnt care to look - i am assuming this, violated the term of that agreement that granted you the time. and now the cs, which implemented this only to get rid of having to deal with crap like that does not work fast enough? i'd go for a classic "well deserved" here, should be the absolut bottom of the priority list, right after "help, my ship exploded". Damn dude, you really ARE a douce Hey I said Its my fault, my problem! I admit this is my mistake. All I was trying to suggest is that perhaps some petition options should come first as they're deemed fastest to sort out. Billing issues are generally quick and easy I would have thought unless it was something like being charged when you shouldn't have been. Yes I used my plex for hours on this character properly but when the call to arms came, I went..... totally forgetting about my other char which in turn led him to run out of hours for plex. My fault and yes it sucks. On the other hand Im totally agreeing with the previous poster named Diotima Saraki. If CCP cannot keep petitions down in a time such as now with nothing huge happening therefore has the biggest slice of man power available there is something wrong. I understand petitions must literally flood in but alot of them must be quick and easy to sort out. I'm not asking to be above the rest, that's ridiculous. However I have not asked for the moon on a stick & I think at almost 2 days for such a tiny small request it's a little long.
Rengerel en Distel Amarr Science and Industry 345	Posted - 2012.09.01 14:46:00 - [10] - Quote Well, back in june they posted numbers, and they were at about a 5 day wait for billing petitions. Doesn't appear they've hired any more staff to help with that, so I wouldn't expect it any faster. You could always just shill out the money to pay for the account, then cancel the contract, and use that plex on your main. Since you did make the mistake, and you're in a hurry to play. Getting mad at them for not being quicker to fix your mistake after giving you free time is pretty childish though.

CCP Guard C C P C C P Alliance 2710	Posted - 2012.09.01 14:50:00 - [11] - Quote There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 CCP Guard \| EVE Community Developer \|-á@ccp_guard

Brawyn78 4 Marketeers Rura-Penthe 7	Posted - 2012.09.01 14:55:00 - [12] - Quote CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 Don't think that'll work Guard ... he said he was using Hours for PLEX and didn't add the PLEX in time (something distracted him) so he won't be able to use that feature again until CS re-activates it for him if I read that blog correctly.
Destination SkillQueue Are We There Yet 2627	Posted - 2012.09.01 14:55:00 - [13] - Quote CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 I also didn't read the OP. Highfive o/
Rengerel en Distel Amarr Science and Industry 345	Posted - 2012.09.01 14:55:00 - [14] - Quote CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 Dev troll best troll.
Dyvim Slorm MNU Operations Luna Sanguinem 32	Posted - 2012.09.01 15:05:00 - [15] - Quote Except for stuck petitions they IMO should be dealt with in order. Having said that, I've had a petition open since last Wednesday, as it's not urgent I'm not that concerned, but for a subscription based game I think GM response times are poor for petitions other than "stuck".
TriadSte IronPig Sev3rance 103	Posted - 2012.09.01 15:10:00 - [16] - Quote CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 This simply shows absolute lack of customer service and down right utter lack of professionalism. You did not even read what this topic was actually about yet you posted anyway CCP Guard. Id be ashamed.... Was did Hilmar say a while ago about excellence? getting to the roots and getting it right? Definitely something about.....excellence though I think. What a great show of how excellence here from the DEV, getting it wrong like only CCP can.
Solstice Project Red Federation RvB - RED Federation 1724	Posted - 2012.09.01 15:11:00 - [17] - Quote Dyvim Slorm wrote: Except for stuck petitions they IMO should be dealt with in order. Having said that, I've had a petition open since last Wednesday, as it's not urgent I'm not that concerned, but for a subscription based game I think GM response times are poor for petitions other than "stuck". You forgot "Harrassment". "Stuck" and "Harrassment" both get responses very fast. Inappropriate signature removed. Spitfire
Solstice Project Red Federation RvB - RED Federation 1724	Posted - 2012.09.01 15:11:00 - [18] - Quote TriadSte wrote: CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 This simply shows absolute lack of customer service and down right utter lack of professionalism. You did not even read what this topic was actually about yet you posted anyway CCP Guard. Id be ashamed.... Was did Hilmar say a while ago about excellence? getting to the roots and getting it right? Definitely something about.....excellence though I think. What a great show of how excellence here from the DEV, getting it wrong like only CCP can. Nobody forces you to stay, princess. Inappropriate signature removed. Spitfire
TriadSte IronPig Sev3rance 103	Posted - 2012.09.01 15:13:00 - [19] - Quote Is that the best you got? I was at least hoping for a somewhat wittier retort than that effort. I give you 1 thumb down and a fart.
Destination SkillQueue Are We There Yet 2627	Posted - 2012.09.01 15:14:00 - [20] - Quote Dyvim Slorm wrote: Except for stuck petitions they IMO should be dealt with in order. Having said that, I've had a petition open since last Wednesday, as it's not urgent I'm not that concerned, but for a subscription based game I think GM response times are poor for petitions other than "stuck". Depends on the petition type and luck I guess. Every petition I've made(no stuck petitions) over the years has been seen by CS within a day and I've gotten a reply within 48h, mostly within 24h. In my experience they've been fast, helpful and polite every time. I'm guessing with a sensible size CS team you'll always get a mixed bag of results, that also varies by "season", but the clear majory CS experiences need to reflect my CS history instead of the one in your example.
Too-Boku Science and Trade Institute Caldari State 6	Posted - 2012.09.01 15:14:00 - [21] - Quote I am most certainly the most important customer and my stuff should be handled before anyone else's.
Solstice Project Red Federation RvB - RED Federation 1724	Posted - 2012.09.01 15:15:00 - [22] - Quote TriadSte wrote: Is that the best you got? I was at least hoping for a somewhat wittier retort than that effort. I give you 1 thumb down and a fart. There's no need to. I'm not trolling you, because you're doing that yourself. It's just a fact that you don't need to stay, right next to the fact that you behave like a spoiled princess. Inappropriate signature removed. Spitfire
Sturmwolke 268	Posted - 2012.09.01 15:22:00 - [23] - Quote CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 Epic dev fail
TriadSte IronPig Sev3rance 103	Posted - 2012.09.01 15:23:00 - [24] - Quote Solstice Project wrote: TriadSte wrote: Is that the best you got? I was at least hoping for a somewhat wittier retort than that effort. I give you 1 thumb down and a fart. There's no need to. I'm not trolling you, because you're doing that yourself. It's just a fact that you don't need to stay, right next to the fact that you behave like a spoiled princess. I don't know actually where your from but your opinion on customer service may differ from mine. Here's my take on it. No matter which business your in, if you do not reply to a customer within 2 business days don't expect to get/keep that custom unless you are signed into some form of time contract. This does not really count because Eve is designed to be addictive, I am not leaving over what I personally deem bad customer service by both the petition times and even worse CCP Guards reply. This is because I know it will be put right eventually. You do not treat customer like faeces on your shoe, which Is what I think DEVs and GMs trolling is the equivalent of. I certainly feel trolled by CCP Guard for no good reason. Without the paying public this game and all the people who earn a living from this game would not be earning a living and those who got rich from this game would not be rich. Hench - bad customer service is VERY bad for business.
Dyvim Slorm MNU Operations Luna Sanguinem 32	Posted - 2012.09.01 15:25:00 - [25] - Quote Destination SkillQueue wrote: Depends on the petition type and luck I guess. Every petition I've made(no stuck petitions) over the years has been seen by CS within a day and I've gotten a reply within 48h, mostly within 24h. In my experience they've been fast, helpful and polite every time. I'm guessing with a sensible size CS team you'll always get a mixed bag of results, that also varies by "season", but the clear majory of CS experiences need to reflect my CS history instead of the one in your example. I've only ever had three petitions over the years I've been playing, so I can only speak as I find, but I wouldn't dispute your point as the other two were dealt with promptly though that was a long time ago. Nevertheless Eve is a commercial product so I would expect responses in the 24 - 48 hour region.

CCP Guard C C P C C P Alliance 2710	Posted - 2012.09.01 15:28:00 - [26] - Quote TriadSte wrote: CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 This simply shows absolute lack of customer service and down right utter lack of professionalism. You did not even read what this topic was actually about yet you posted anyway CCP Guard. Id be ashamed.... Was did Hilmar say a while ago about excellence? getting to the roots and getting it right? Definitely something about.....excellence though I think. What a great show of how excellence here from the DEV, getting it wrong like only CCP can. I'm sorry I didn't read carefully enough, I thought your account had simply run out of time. If it's any consolation I'm at home on my day off and when I saw your thread I only wanted to quickly toss some helpful advice your way. Billing petitions are placed in a priority category because they're often from people unable to play, but they inevitably involve a little waiting still since they're handled in the order we receive them. You should get a reply from the billing GMs soon. CCP Guard \| EVE Community Developer \|-á@ccp_guard

Brooks Puuntai Nomadic Asylum Still Censored 690	Posted - 2012.09.01 15:28:00 - [27] - Quote TriadSte wrote: No matter which business your in, if you do not reply to a customer within 2 business days don't expect to get/keep that custom unless you are signed into some form of time contract. This does not really count because Eve is designed to be addictive, TriadSte wrote: All I want is 5 minutes to log in accept the contract and bang my game time on. Its Saturday I would like to get online and play some Eve. Its been 24 hours now and I think for a billing issue that's on the border of unacceptable. It would take someone literally a few seconds to help me out but no.. Just saying. CCP is designed to be a business, if your addicted that's your outlook. So you messed up and you expect CCP to drop everything and reply to you in minutes after you made a petition. A petition none the less to allow you free time that you where already given so you can activate a plex that you didn't even really pay for. Ok.
Paul Oliver Federal Navy Academy Gallente Federation 519	Posted - 2012.09.01 15:30:00 - [28] - Quote No complaints about customer service here, my petition was handled within 24 hours and the later (unrelated) warning (won't go into details so not as to violate rule number ten) they sent me even included a nice background for use as a desktop wallpaper (it's those little things that matter most to me). "Those who expect to reap the blessings of freedom must undergo the fatigues of supporting it." - Thomas Paine
Brooks Puuntai Nomadic Asylum Still Censored 690	Posted - 2012.09.01 15:34:00 - [29] - Quote It also appears that CCP Guard needs a hobby for when hes not at work.
Sturmwolke 268	Posted - 2012.09.01 15:39:00 - [30] - Quote No need to apologize too much though, you're both now even with epic fails.

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