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Thread Statistics | Show CCP posts - 2 post(s) |
Fallicious
Felherrnhalle
0
   |
Posted - 2011.10.04 21:44:00 -
[1] - Quote
Just as the title says. I have had open petition on two separate accounts now for quite some time with absolutely no help from customer service. I received the customary automatic response drivel that someone would be looking into my petition as soon as possible, which I assume is at their earliest convenience.
Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible. Apparently getting back to me is not possible at all for them because my petitions seem to die there or I simply do not get a response back.
I have talked to many other people in the game in my corporations as well as friends who have played the game for 5+ years and the consensus is that unless the petition is something they can do instantly without having to do anything half taxing on their time or brain power they simply ignore it. Now I know it takes a large percentage of their time to sit in the game and ship spin, but one would believe that matters that would take less than 15 minutes to resolve could be resolved quite easily.
I have been as cordial in my requests with petitions as my patience would allow of me as I know that when you are a **** to customer service reps things tend to slow down to a crawl for you. I worked in IT long enough to know you don't **** off the people who fix your problem. These guys though seem to not care about cordiality and I doubt they will to insincerity and dripping sarcasm.
Has anyone had an issue resolved to prove that they do in fact have customer service? |
Cipher Jones
50
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Posted - 2011.10.04 21:49:00 -
[2] - Quote
I dunno, never had an experience where they were not expedient or polite.
But then I am expedient and polite myself, so maybe they just recognize class.
See what happens when fat neckbeards try to ride little ponies? The ponies die. |
zzzczyzoznzoz
School of Applied Knowledge
Caldari State
0
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Posted - 2011.10.04 21:49:00 -
[3] - Quote
its ccp as long as you/we pay to play they dont give a flying fork |
Fallicious
Felherrnhalle
0
|
Posted - 2011.10.04 21:56:00 -
[4] - Quote
Cipher Jones wrote:I dunno, never had an experience where they were not expedient or polite.
But then I am expedient and polite myself, so maybe they just recognize class.
I was nothing but polite and expedient as well. providing all necessary information without the need for them to ask for anything. They simply chose to ignore it. I guess class doesn't always recognize class. |
Ladie Scarlet
GoonWaffe
Goonswarm Federation
269
|
Posted - 2011.10.04 22:47:00 -
[5] - Quote
Fallicious wrote: I guess class doesn't always recognize class.
ohdear
The artist formerly known as Ladie Scarlet. |
Holy One
SniggWaffe
32
|
Posted - 2011.10.04 22:51:00 -
[6] - Quote
Its a bit slow, and often inconsistent, but its good.
CCP's GM's have a fair amount of personal discretion as well, which I prefer to the 'computer says no' approach. |
Nika Dekaia
0
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Posted - 2011.10.04 23:13:00 -
[7] - Quote
Fallicious wrote:Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible.
So your petition got escalated without you actually asking for it? Never happened to me. Your problem does not seem to be as trivial as you think it is. So what was it? No need to go into details. Mission stuck? Few hours. Some mods lost while trading? No one cares. Account hacked? Ohh..that will take a while.
And yeah, I did get my petitions solved in a reasonable timeframe. As in: one week for a R&D agent bug resolved is reasonable. Two days for a agent stuck petition isn't.
Just depends on what the actual problem is. So what kind is yours? |
Flamespar
Woof Club
36
|
Posted - 2011.10.04 23:17:00 -
[8] - Quote
My petitions have always been dealt with swiftly. Either CCPs customer service is excellent, or I am just more important than you.
I can post on a forum, therefore I represent everyone. |
Fallicious
Felherrnhalle
0
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Posted - 2011.10.04 23:48:00 -
[9] - Quote
Nika Dekaia wrote:Fallicious wrote:Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible. So your petition got escalated without you actually asking for it? Never happened to me. Your problem does not seem to be as trivial as you think it is. So what was it? No need to go into details. Mission stuck? Few hours. Some mods lost while trading? No one cares. Account hacked? Ohh..that will take a while. And yeah, I did get my petitions solved in a reasonable timeframe. As in: one week for a R&D agent bug resolved is reasonable. Two days for a agent stuck petition isn't. Just depends on what the actual problem is. So what kind is yours?
I bought a character on the character bazaar and the guy sent the character to the wrong account. I sent a petition to let them know all the details and linked the post in which i bought it. The person who had the account in which the character went to verified they had it and sent in a petition letting them know the character went to the wrong account, the guy who sent the toon to the wrong account sent a petition letting them know he sent it to the wrong account, and i put in a petition. All the information is right there for them to see and move it to the right account.
Does not seem to be an issue that would take weeks to figure out with all information present.
Escalation for them I am sure simply means that it is going to be ignored by another GM in addition to the first.
And Flamespar what do you consider swiftly? |
Grey Stormshadow
Starwreck Industries
199
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Posted - 2011.10.05 00:17:00 -
[10] - Quote
Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also...
Anyways... these things take time - u shall know how it goes when your account stops working .)
Logistics and covops ftw
Forum fix for firefox and chrome
Get working images and colored text
Classic forum style 2.25final |
Flamespar
Woof Club
36
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Posted - 2011.10.05 00:20:00 -
[11] - Quote
Fallicious wrote:
And Flamespar what do you consider swiftly?
within 24 hours
I can post on a forum, therefore I represent everyone. |
Sassums
Wormhole Exploration Crew
Night Sky Alliance
14
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Posted - 2011.10.05 00:26:00 -
[12] - Quote
I have found CCP's GM team to be hit or miss in the terms of their customer service.
Sometimes you get that GM that just goes above and beyond what you expect from them, and then you get that one that simply moves the petition from the category you filed it in to the category they believe is the correct one, without even leaving a response.
I caught a GM in chat and he was one of the most informative and nicest GM's I had met, he investigated why my petition hadn't been answered and finally got me an answer that the team investigating, is just simply going to take a while. It sucked, and another week and a half went by before a GM responded, and gave me an answer I didn't like. 20 days of waiting and the answer was no. I responded back and they reversed their first decision. To me it seemed like after 20 days of investigation they should have it documented to a "T" but in reality it looked like the head of the snake had no idea what the back end as doing.
You have GM's that respond and inform you that the petition is in the wrong category and then explain why its getting moved or answer your question and then you have the GM that says "wrong category" and moves it.
My most recent petition I was unhappy as a whole, maybe not with each individual GM but with the time it took to get my issue resolved. 20 days is unacceptable, especially if at the end of the ordeal I get a "NO" and then the GM realizes that was incorrect and reversed the first decision. |
Fallicious
Felherrnhalle
0
|
Posted - 2011.10.05 01:00:00 -
[13] - Quote
Grey Stormshadow wrote:Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also... Anyways... these things take time - u shall know how it goes when your account stops working .) Logistics and covops ftw
Well I wish they would figure out something. I've lost over a weeks worth of training I could have done as well as the ability to make money with the character. Guess I just have to ride it out 2 more months until SW: The Ole Republic comes out.
Sassums there is a category for character transfers and that is where I filed my petition. I know it is in the right category, They are just dragging their feet for no apparent reason. As long as they get their monthly subscription fee I really don't think they care one way or another what is happening on the customer end as far as satisfaction goes. I really wanted to stick with Eve, but I think I am going to have to jump ship, have had better luck with Bioware and Lucas Arts in the past. Besides, with the pace of CCP I am sure SW: TOR will be out before they can be bothered to look at my petition. |
Sassums
Wormhole Exploration Crew
Night Sky Alliance
14
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Posted - 2011.10.05 01:03:00 -
[14] - Quote
Fallicious wrote:Grey Stormshadow wrote:Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also... Anyways... these things take time - u shall know how it goes when your account stops working .) Logistics and covops ftw Well I wish they would figure out something. I've lost over a weeks worth of training I could have done as well as the ability to make money with the character. Guess I just have to ride it out 2 more months until SW: The Ole Republic comes out. Sassums there is a category for character transfers and that is where I filed my petition. I know it is in the right category, They are just dragging their feet for no apparent reason. As long as they get their monthly subscription fee I really don't think they care one way or another what is happening on the customer end as far as satisfaction goes. I really wanted to stick with Eve, but I think I am going to have to jump ship, have had better luck with Bioware and Lucas Arts in the past. Besides, with the pace of CCP I am sure SW: TOR will be out before they can be bothered to look at my petition.
I'm not saying you filed in the wrong category, was just using that as an example.
But like I said earlier they claim to be investigating something, which takes them weeks, then they come back with a response or solution that either makes no sense, or the GM doesn't seem to have any idea what is going on, or you have to respond to correct their misinformation. Like I said earlier the head has no idea what the tail is doing. If they are investigating something, their response should be informative and should have all the information. it shouldn't have a GM respond and close the petition or just simply say sorry. It makes it look like they did no investigation at all.
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Mr Kidd
Center for Advanced Studies
Gallente Federation
58
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Posted - 2011.10.05 03:54:00 -
[15] - Quote
I've been seeing people who have issues with the NeX getting service within a few minutes of filing a petition. But for those of you with real problems I guess CCP's motto is GTFO.
We want breast augmentations and sluttier clothing in the NeX! |
KaarBaak
58
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Posted - 2011.10.05 04:07:00 -
[16] - Quote
Fallicious wrote: for quite some time with absolutely no help from customer service. Quote:I received the customary automatic response drivel that someone would be looking into my petition as soon as possible
Quote:Roughly after a week of the petition being open I receive an email Quote: I simply do not get a response back. Quote: they simply ignore it.
I'm confused. They've responded twice, but they're ignoring you?
The obvious next step is to post to the forums.
I've filed 3-4 petitions in 3+ years and never had one take longer than 48hrs. |
Alpheias
Euphoria Released
HYDRA RELOADED
74
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Posted - 2011.10.05 04:14:00 -
[17] - Quote
KaarBaak wrote:
I'm confused. They've responded twice, but they're ignoring you?
I am gonna guess that he wants CCP to guess what he wants.
GÖ½ When your ship gets blown to bits
GÖ½ And you lose your Faction fits
\Gÿ+/ Don't worry GÖ¬ GÖ½ GÖ¬ GÖ½
GÖ½ GÖ¬ GÖ½ GÖ¬ Be Happy \Gÿ+/ |
Fallicious
Felherrnhalle
0
|
Posted - 2011.10.05 04:18:00 -
[18] - Quote
Quote:I'm confused. They've responded twice, but they're ignoring you?
The obvious next step is to post to the forums.
I've filed 3-4 petitions in 3+ years and never had one take longer than 48hrs.
Automated replies that do not carry any value of information isn't exactly counted as contact to me. Doesn't let me know they are doing anything or have even looked into it.
And Alpheias, congratulations for not reading anything but deciding to troll in the thread anyway. Hi-five for your douchebaggery. |
Alpheias
Euphoria Released
HYDRA RELOADED
75
|
Posted - 2011.10.05 06:51:00 -
[19] - Quote
Fallicious wrote:
And Alpheias, congratulations for not reading anything but deciding to troll in the thread anyway. Hi-five for your douchebaggery.
At your service.
GÖ½ When your ship gets blown to bits
GÖ½ And you lose your Faction fits
\Gÿ+/ Don't worry GÖ¬ GÖ½ GÖ¬ GÖ½
GÖ½ GÖ¬ GÖ½ GÖ¬ Be Happy \Gÿ+/ |
Mr Epeen
It's All About Me
11
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Posted - 2011.10.05 07:06:00 -
[20] - Quote
I have had response times ranging from two minutes to as much as two months.
Character petitions can take quite a while. They have their little protocol they need to run through and instead of actually reading the petition, it seems they look at the category you filed under and start the standard protocol running. Eventually they will actually read your petition. And once read they may actually comprehend what was written.
I have sent them hijack this files and Dxdiag files in petitions before and had them respond with a request for the same files I just sent. Seemed they just ticked the boxes without paying attention to content until the third or fourth response from me.
Others are right on top of things. Friendly, timely and informative replies.
Even with the issues I have had with these guys at times, they are far and away the best of any MMO I have played.
Mr Epeen 
If you can read this, you haven't blocked me yet. |
Written Word
Dreddit
Test Alliance Please Ignore
20
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Posted - 2011.10.05 07:12:00 -
[21] - Quote
They outsourced it to the Ctrl+C and Ctrl+V brothers. |
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GM Homonoia
Game Masters
C C P Alliance
43
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Posted - 2011.10.05 11:07:00 -
[22] - Quote
Disclaimer: As a GM I cannot go into specific cases or petitions on our forums as the petition system is the proper venue. I can try to answer any general questions about customer support or any other related topics, but never individual cases or events.
However, I have quickly looked into the matter and I can tell you that the petition was escalated correctly and that there is a very good reason that this particular petition is taking as long as it is. I understand the frustration involved and we do hear you.
GM Homonoia | Game Master |
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GM Homonoia
Game Masters
C C P Alliance
43
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Posted - 2011.10.05 11:14:00 -
[23] - Quote
Mr Kidd wrote:I've been seeing people who have issues with the NeX getting service within a few minutes of filing a petition. But for those of you with real problems I guess CCP's motto is GTFO.
NeX issues do not receive any preferential treatment. All petitions are handled in a 'first come first serve' principle, sorted by category. The rough categories are:
- Game
- Billing
- Technical
- Stuck
Each category has its own queue and each petition in each queue is prioritized by its creation date/time.
There are a few types of petitions that are handled outside the normal procedures, but NeX petition are definitely not among those (they are mostly security related).
GM Homonoia | Game Master |
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Holy One
SniggWaffe
32
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Posted - 2011.10.05 11:51:00 -
[24] - Quote
All customer facing staff in any business have SLAs.
All customer facing staff in any business have KPIs.
So does CCP. And by and large, they do a good job.
They almost certainly do not have enough staff (universal reality of CS) and have to cover a lot of languages, time zones and complex issues - the least of which is not being able to understand your terrible petitions.
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Nyio
Federal Navy Academy
Gallente Federation
136
|
Posted - 2011.10.05 11:57:00 -
[25] - Quote
"Our logs, show us nothing they do."
Features & Ideas Discussion: Agent Finder, Black Holes
Needs a banner here.. |
Ifly Uwalk
Concentrated Evil
13
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Posted - 2011.10.05 16:10:00 -
[26] - Quote
Fallicious wrote:These guys though seem to not care
Actually, they looked at your corp name, saw that it was misspelled and decided that it would simply be best for you to /toon.
Gimme your stuff.
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