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MailDeadDrop
Rage and Terror Against ALL Authorities
107
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Posted - 2012.10.23 16:59:00 -
[1] - Quote
If you've never had occasion to use Eve Online's petition system, consider yourself lucky. Petitions, by their very existence, indicate that a paying customer is dissatisfied. In a perfect world, petitions wouldn't exist. (Yeah, yeah, I know "Hello Kitty Online" is that-a-way. GåÆ )
I'm under the impression that petitions are universally reviled by the players. Part of that is attributable to the fact mentioned in the first paragraph: you wouldn't be making a petition if you weren't already displeased, so the petition system itself "catches" some dislike ("splash damage"). But it seems to me that the "heat of a thousands suns' hate" that some players have for the petition system goes beyond simple splash damage. What is it about the petition system that engenders this hate?
Transparency - The petition system is a black hole from which players receive no feedback until they get a "final answer" at some future date. At the time of submission, there is no indication of when the player should expect action or reply. There is no visibility to the petition's state, the length of the queue, or the "action rate" of the queue, making it impossible for the player to estimate when to expect action or reply. This is frustrating for the players. The issue is important to the players (they wouldn't create a petition otherwise), and yet CCP gives the impression that it isn't important enough (to them) to provide any feedback.
Competence, individual - There is a perception that too often the initial "final answer" to the petition will be wrong. I've personally experienced the situation where the initial "final answer" clearly indicated that the petition handler had not comprehended the petition. This should never happen, and yet it happens often enough that it is widely known that one should ask for "escalation to senior GM" if the initial "final answer" is wrong.
Competence, systemic - There is the perception that CCP is unaware of what their product is doing. This happens so often, so very, very, often, that it even has its own meme: "The logs, they show nothing!" I don't know how much more blatantly obvious an indicator of a problem one needs.
Backlog - Petitions are perceived to take too long. This perception may be more pronounced among certain queues.
Impedance - The mechanisms for creating petitions are perceived as inconvenient. This problem has improved for in-game submissions, but the out-of-game web-based submission system is unimproved.
ATTENTION: Please keep follow-up discussions civil and on-topic.
In-bounds for this thread: - problems or perceived problems of the petition system, stated generally (do not argue particular petitions here)
- suggested changes to address the problems or perception of problems
Out-of-bounds for this thread: - Arguing or dissecting specific petitions
- Abusing petition-handling GMs (individually or as a group)
MDD
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Lashenadeeka
Science and Trade Institute Caldari State
0
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Posted - 2012.10.23 17:04:00 -
[2] - Quote
I've only come into contact with the system twice but both times the service was speedy and excellent. |
Thebriwan
LUX Uls Xystus
103
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Posted - 2012.10.23 17:04:00 -
[3] - Quote
This is a valid topic.
But I miss the one point that would make the whole thing worthwhile:
What do you want to change in which way? |
Mallak Azaria
GoonWaffe Goonswarm Federation
911
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Posted - 2012.10.23 17:07:00 -
[4] - Quote
The only thing I can really say about this is that the customer service could improve by a lot. Crimewatch 2.0: Protecting stupid people & rewarding lazy people. This hurts the smart & industrious people by making their intelligence & industry provide them with less benefit over the stupid & lazy people. ~ Ruby Porto |
Azami Nevinyrall
Homeworld Republic Intrepid Crossing
469
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Posted - 2012.10.23 17:08:00 -
[5] - Quote
Several areas could use some tlc...
I can honestly say, I've always had quick and professional replys and discussions with GMs regarding my petitions... Sure, they could add a que notification, or "status" of your Petitions... But besides that, it's working good for me...........so far! Apperently I'm on twitter now... @AzamiNevinyrall |
James 315
Experimental Fun Times Corp
3011
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Posted - 2012.10.23 17:11:00 -
[6] - Quote
The petition handling isn't all bad. I myself had a very helpful conversation with a GM through the petition system a few months back.
-+-+-+-+-+-+-+-+-+-+ MinerBumping.com -½-½-½-½-½-½-½-½-½-½The daily saga of the New Order's quest to conquer all highsec by bumping miners out of range. |
Solstice Project
Sebiestor Tribe Minmatar Republic
1923
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Posted - 2012.10.23 17:11:00 -
[7] - Quote
Every time i petitioned in "Stuck" or "Harassment", i got responses within MINUTES !
That said, all the EXPLOITS i've petitioned got handled rather slow and at least one even incompetent. -.- Inappropriate signature removed. Spitfire |
James Amril-Kesh
4S Corporation RAZOR Alliance
1032
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Posted - 2012.10.23 17:12:00 -
[8] - Quote
Solstice Project wrote:That said, all the EXPLOITS i've petitioned got handled rather slow and at least one even incompetent. -.- GMs don't exactly have the best track record in understanding game mechanics. http://themittani.com/features/local-problem A simple fix to the local intel problem |
Unsuccessful At Everything
The Troll Bridge
247
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Posted - 2012.10.23 17:24:00 -
[9] - Quote
Knows where to find Hello Kitty Online, still whines on Eve forums. -1 to Op. Since the cessation of their usefulness is imminent, may I appropriate your belongings? |
voetius
L V B Industries
8
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Posted - 2012.10.23 17:28:00 -
[10] - Quote
I've been playing around four and half years and I doubt I've raised four petitions in that time. The only one I can remember offhand was answered quickly and I was told to bug report it which I did.
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Simetraz
State War Academy Caldari State
449
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Posted - 2012.10.23 17:32:00 -
[11] - Quote
When it comes to petitions and all there manifestations.
I can think of only few that should take priority over anything else.
Ist - a Player can't log into the game or has accounts Issues. From what I have heard the only way to deal with this is to send a E-mail to CCP and wait. I don't know if CCP has looked into it, but they should seriously look into a out of game chat program. Something where you can have direct contact with the customer and say try this, no okay give me a minute try now.
2nd - Stuck petitions once again if someone is stuck that means they really can't play the game and perhaps a out of game chat to help the person would be appropriate.
3rd - Items disappearing on a transfer or trade or whatever. Once again I will say it again a direct conversation would speed thing along.
Everything else falls under reimbursement of losses. And to be honest it is a game, if you get them back good if not so be it. Even if you lose a item do to a game bug or loss of connection you really excepted the loss from the second you undocked.
Now as I have only filled out a couple of petitions I might have missed something from the top 3. But it really comes down to which ones should take priority and what should go into the bin of work through them as they are received.
Oh and last item perhaps it should be made clear which items take priority and how to make a petition for them. It should be very clear for the top 3, or should I say how do I proceed if I have the following Issues with the top 3 items. And for those that abuse the system, bottom of the longest stack of items. EVERYBODY KNOWS |
MailDeadDrop
Rage and Terror Against ALL Authorities
107
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Posted - 2012.10.23 18:04:00 -
[12] - Quote
Thebriwan wrote:This is a valid topic.
But I miss the one point that would make the whole thing worthwhile:
What do you want to change in which way? In the interest of getting more perspectives from others I was intentionally holding off on suggesting changes.
MDD |
Alice Saki
13974
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Posted - 2012.10.23 18:10:00 -
[13] - Quote
Never had a problem... Erm... I think I've used the Petition twice. Once for a stupid question ^_^ Second for something Serious.
Both Question were answered in a decent amount of time, with no Problems. Scottish Interweb Spaceshippy Person, Very Easily Confused. I like to show my Love by Smashing people in the face with a big Hammer.
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MailDeadDrop
Rage and Terror Against ALL Authorities
107
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Posted - 2012.10.23 18:18:00 -
[14] - Quote
Lashenadeeka, James 315, Solstice Project, Alice Saki wrote:*snip* positive experience with petitions GM alts detected in this thread... j/k
I'm glad for the positive experiences we've all had sometimes. The point of this thread is to detail the shortcomings and (later) discuss possible actions to address them.
"Unsuccessful At Everything" you crack me up even while you (playfully?) mock me. Well done!
MDD |
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