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Thread Statistics | Show CCP posts - 1 post(s) |
Drilla
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Posted - 2005.11.13 18:03:00 -
[1]
This is not a thread about GM rulings but a thread regarding the very standarlized way of not investigating petitons properly.
To me reimbursement petitions have long been a joke but with the recent H-PA tradegy, where the server indeed broke it's become obvious that CCP has completely removed any form of 'customer care' from the game.
I know that the CCP representatives who posts on the forums defends the GMs with 'they are acting according to our guidelines, dont blame them' - well if that is so, then it's CCP whom are calling their customers liars and being downright disgraceful in the way they communicate with us.
During the last three weeks it's become painfully obvious that CCP have neglected the 'customer care' part in pursuit of other things (Chinese server, RMR, Fanfest etc.) instead of sitting down, putting the cards on the table and actually try to right _the_ wrong of all time, the total lack of any 'customer care' atm.
Think long and hard, do you really want to alienate the loyal veterans so you can cater for the 3-5 months players who'll jump game whenever theres a new one on the horizon? Or do you want to keep both parties and acknowlegde that you dont have a perfect product but you are doing your best to make it perfect? Atm. all you are saying is your customers are liars and that everything is A-OK, which we all know it isn't.
How much damagecontrol can this game take before you've killed it? Instead of acting based on number of accounts cancelled in the last 72 hours try being constructive for once and LISTEN to your customers. Try doing some actual 'customer care' for a change and see if that is not a better approach.
You can start by instructing all GMs that there indeed was game related problems in H-PA the other night - that would save you a decent amount of cancelled accounts, and then go on to pro-active customer care.
Personally I wont be coming back after new years if things doesn't change, I'm just sad that it wasn't the game itself that made me come to that conclusion but CCP
Seek not to bar my way, for I shall win through - no matter the cost! |
aggro
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Posted - 2005.11.13 18:12:00 -
[2]
i agree with all that was stated.
it is about time the customers get treated with respect and not treated with distrust about claiming for lost ships.
ccp and gms should acknowledge there are certain problems with the game and be more understanding about petitions.
Where there is trouble you will always find AGGRO |
The Enslaver
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Posted - 2005.11.13 18:13:00 -
[3]
Also forced to agree tbh.
Customer service has gone downhill rapidly as of late... Shame to be seeing it. --------
FireFoxx80: If you think you can do a better job, go find yourself a datacentre to host a box, get a copy of Visual Studio, and STFU. |
booh
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Posted - 2005.11.13 18:14:00 -
[4]
signed |
Vestas
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Posted - 2005.11.13 18:19:00 -
[5]
Yep - this week for the first time I got a petition response which actually made me angry. Reason? It was VERY obvious that the GM concerned hadn't bothered to do anything other than cut'n'paste "clear your cache". This was about the time that Eris was fielding all the "ban them/burn them" posts re 4S.
Not good enough. Really not good enough.
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Cmdr Sy
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Posted - 2005.11.13 18:23:00 -
[6]
Signed.
Auto-replies not relevant to the situation described, are death in the customer service sector.
CCP, please update the ship reimbursement denial form letter to take into account the current situation. The existing auto-reply is so out of date, it is offensive to read.
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Discorporation
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Posted - 2005.11.13 18:25:00 -
[7]
Will say it again, jumping in with 200 ships on 80 ships is stupid
[23]
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Cmdr Sy
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Posted - 2005.11.13 18:28:00 -
[8]
Originally by: Discorporation Will say it again, jumping in with 200 ships on 80 ships is stupid
Yeah, but you'd expect 50 vs 50 to work.
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Tekka
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Posted - 2005.11.13 18:36:00 -
[9]
As much as I hate to...
I have to agreed. »»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»
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Larsson7
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Posted - 2005.11.13 18:38:00 -
[10]
Signed.
Standard of customer care is appalling.
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commander karin
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Posted - 2005.11.13 18:47:00 -
[11]
signed
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SugarDaddy
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Posted - 2005.11.13 18:47:00 -
[12]
Signed.
And if I dont get my ship back I will look for a New "Home", but since I just renewd my subscription for another year they wont care.
I¦m praying that some big game company buy Eve and make these problems go away, so everyone will be happy, CCP will have money and we will have suport.
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EVE Player 41236
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Posted - 2005.11.13 18:51:00 -
[13]
signed !!!
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Nee'kita Frist
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Posted - 2005.11.13 19:02:00 -
[14]
This was a very excellant post raising awareness about customer service but I would like to point out the reason why customer service is going the way it is because people who ruin posts with *SIGNED* or whatever act like Drones. Theres no expression of opinion or providing an example of their past experiance, even if its repeating someone at least type it up so the nesscary people can see it.
I would argue the fact that you've typed /signed and expect it to have some weight against what was stated and except it to make an impact customer services will only treat you like a drone.
However very good OP and I completely agree with the state of customer services. I recently put in about another matter on billing and I recieved no reply from it but got the email requesting "feedback" so I gave them poor results for not even replying.
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Mepfisto
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Posted - 2005.11.13 19:05:00 -
[15]
signed!!!
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Sirial Soulfly
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Posted - 2005.11.13 19:08:00 -
[16]
The problem with customer care services for lots of companies, not only CCP is that it will always be a loss for them financially speaking.
This causes customer service centers to be understaffed permanently, causing huge backlog.
You might argue that every customer lost is a double loss for the company, but most of the time customers dont have much choice and if they enjoy the product the chances are they wont leave it very soon.
This most probably is also the case with CCP, the managers simply take a look at amount of people leaving and amount of people coming in, and then decide how much money they want to spend on the customer services department.
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feiht'd'ero
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Posted - 2005.11.13 19:14:00 -
[17]
erm can i have all your stuffs ? |
Fooball
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Posted - 2005.11.13 19:19:00 -
[18]
The customer care isn't atm acting "professionally". How could they, they are not professionals at all. Mostly some lame hobbyists who were just given some status to "support people".
Yes, CCP should improve. Insanely a lot.
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Galk
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Posted - 2005.11.13 19:24:00 -
[19]
Having previously been the victim of misconduct by eve customer services, i support the original poster. ----------- When they asked me if i knew you, id smile and say you were a friend of mine.
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Yolo
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Posted - 2005.11.13 19:26:00 -
[20]
this is from an actual petition...
Original petition sent to CCP:
Category: Agent Mission in progress Status: In Action Subject: Dead Acceleration Gate
_MESSAGE_ wont let me activate the gate to enter the mission. no error message or anything, nothing happens. _END_
Reply from GM Aeryn _MESSAGE_ Hi Yolo,
Do you receive any error messages when you try to activate this gate?
Best regards, GM Aeryn. _END_
Reply to GM Aeryn _MESSAGE_ wont let me activate the gate to enter the mission. --> "no error message or anything, nothing happens." _END_
is that the kind of costumer support we want?
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Cmdr Sy
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Posted - 2005.11.13 19:35:00 -
[21]
Originally by: Nee'kita Frist This was a very excellant post raising awareness about customer service but I would like to point out the reason why customer service is going the way it is because people who ruin posts with *SIGNED* or whatever act like Drones. Theres no expression of opinion or providing an example of their past experiance, even if its repeating someone at least type it up so the nesscary people can see it.
Fair point, but the people signing have most likely already had a cry about their loss in half a dozen threads (myself included) and repeating the stories is only going to sound like whining.
It's always the same story, game experience turns sour, player requests help, player receives a standard reply telling him to accept it and move on. This doesn't need even more case studies. It has already been established that this is what's going on.
Now I'll give CCP some credit for recent explanation of how the servers handle loads, and how lag gets distributed. I'm sure the tech guys are doing their bit. I'm just hoping the customer service guys pull their weight too, they are the CCP-player interface after all.
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Handon Guild
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Posted - 2005.11.13 19:37:00 -
[22]
Signed - btw, all must die ------------------------------------------------
A day of fun in Denmark |
Katamarino
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Posted - 2005.11.13 19:41:00 -
[23]
Signed - it used to be very good but has gone downhill of late - the ingame petition system seems broken, which is a complete joke.
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Octavia
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Posted - 2005.11.13 19:46:00 -
[24]
My customer abuse period of the last few days.
Quote: Customer (**********) - 11/05/2005 07:15 PM Can someone please investigate the sec status loss i have just noticed.
2005.10.21 16:33 Combat - Ship Kill
This penalty was incurred for destroying *********** Prophecy in Faswiba
I attacked the ship but it was not destroyed, he ran off after attacking and destroying my Covetor then as soon as his flag cleared he docked and logged off.
5 auto responses over 3 days later,
Quote: Response ([GM]*********) - 11/10/2005 01:07 AM Hi ****, Thank you for contacting customer support, I apologize the late reply. I regret to inform you that we will not be able to look into your case. All cases must be send within 7 days of the loss for us to be able to investigate, since your loss happened 2005.10.21 I may not take the time to investigate as described in our reimbursement policy ( http://www.eve-online.com/pnp/reimbursment.asp ) I am sorry for your loss and hope you'll be able to recover as quickly as possible. If you need further assistance, please don't hesitate to contact us again. We'll do all we can to help. Best regards, *************** The EVE Online Customer Support Team
My Response
Quote: Customer (*******) - 11/11/2005 08:26 PM Please show me in the reimbursement policy exactly where security status is covered under this seven day rule. Security status is not something a player checks every time you log on and even then how many pages would the log fill after a single hour of mission running or npc hunting in 0.0 ?
This is a perfectly reasonable request posted as soon as it was noticed, PLEASE RECTIFY THE ERROR CAUSED CLEARLY BY A BUG IN THE GAME.
And their oh so friendly **** off and stop bothering us
Quote: Response ([GM]*********) - 11/11/2005 09:58 PM Hi ****, I quote " All reimbursement requests must be sent within a week from when the loss occurred. After that time we will not provide reimbursement."
first line above 1. LOST SHIPS
I truly am sorry but because if this we can not investigate your case. If you need further assistance, please don't hesitate to contact us again. We'll do all we can to help. Best regards, The EVE Online Customer Support Team
Now I don't really blame the GM's in question, what does get me annoyed is that they wont even look at it, no if's buts or maybes just get lost. If i notice an accident on my credit card statement 2 months after i recieve it I can question it and it will be investigated as if it was 30 seconds after I got the statement.
It is not right to hide behind an all covering blanket of you have 7 days or we dont have to and so we will do nothing.
To put this into a different view, whats going to happen if a bug is discovered that corp tax or market broker fees have actually been taking 1% extra on every transaction, how mush does that add up to for some players, think you got a chance of getting that money back? Sorry you should have noticed it when it was introduced and that was over 7 days ago, goodbye, thanks for your subscription.
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Octavia
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Posted - 2005.11.13 19:53:00 -
[25]
Sorry, that went on a bit but one other thing to add
Sony Online thought they were all powerful too.
SWG is in decline so fast that they can not stop it and have to constantly give free items away to keep people playing and buying the add-ons, future in current light doesn't look good for the opening of Jove space expansion.
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feiht'd'ero
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Posted - 2005.11.13 19:55:00 -
[26]
hey octavia is there anything you wont petition about ?.
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Ast2610
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Posted - 2005.11.13 20:03:00 -
[27]
Signed, also my accounts are paid for another month then im leaving, this was such a great game but nowadays u just waste ure time making isk to get good suff only to have it taken away because ccp refuse to admit theres a problem even when so SOOO many try telling them there is and all u get is the standard " were sry for ure loss but f**k off while i rub myself with ure rl money, and have a nice day :)
What a J/K tbfh |
Maya Rkell
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Posted - 2005.11.13 20:05:00 -
[28]
Edited by: Maya Rkell on 13/11/2005 20:06:32 I especially like the insulting and arrogant "I hope you recover from your loss quickly".
That is NOTHING to do with the GM's.
"Corpse cannot be fitted onto ship. Only hardware modules can be fitted." |
Octavia
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Posted - 2005.11.13 20:15:00 -
[29]
Originally by: feiht'd'ero hey octavia is there anything you wont petition about ?.
No.
To put that in perspective I started in Beta 2 when the Radeon 9500 first came out and they needed people with the card to beta test and let in the 3rd wave of beta testers, since that time I have submitted 9 petitions and around 20 quantifiable bug reports, what has your contribution been ?
Oh and my origional corp is listed in Prima's Official Strategy Guide, I have been in this game a long time, through good and bad, at the moment the support is as bad as it has been for a very long time, not the worst but well below what we should be given and expect to be given.
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DevBlogHaxor
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Posted - 2005.11.13 20:17:00 -
[30]
Originally by: Maya Rkell Edited by: Maya Rkell on 13/11/2005 20:06:32 I especially like the insulting and arrogant "I hope you recover from your loss quickly".
That is NOTHING to do with the GM's.
I agree, the GM's need a little extra common sense put into them, thats about all thats wrong with them, and perhaps they should be paid by the hour and not by how many issues they "resolve".
They seem to rush though the tickets as fast as possible, but you must remember there may be technical reasons why they wont be able to help you sometimes, when this happens, they should inform you why they can't help you, rather than just saying they can't help you. At least you'll know why and won't feel like being put off to the side.
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