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Drefsab
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Posted - 2003.08.16 21:53:00 -
[1]
I do fully belive he has a point, I may not agree 100% with the ways hes trying to get it across (the irc part etc..) but the idea that some of the mods basicaly arnt doing their jobs properly and a general poor level of comunication exists from devs,PR staff and players etc.
Before anyone sugests using email to contact the forum staff please note that the first main email address doesnt work at all, the mods email address gets a reply/response less than 10% of the time, and contacting the individual staff directly in game isnt really acceptable ether.
So what about IRC, well some people dont know or cant even use irc at all (wether that be to connection issues or just lack of computer knowledge).
I suppose you could try to make a phone call directly to iceland to talk to CCP directly but good luck with that as from reliable reports on people that have tried this they got nowhere.
So what should be done, I personally think a forum for customer service issues should be created for issues to be raised and delt with. Mods that basically arnt doing their job or abusing their power can be called to account and if need be replaced.
I would even be willing to host such a forum myself if CCP didnt want to invest in the bandwidth needed, though this would need CCP to activally respond to and comunicate on it.
Please note I LOVE eve hell I have 4 seperate accounts now, I want it to be a hit. The game is coming along in leaps and bounds in terms of actual fix's and adding missing items, but sadly the customer service stinks and that will drive people away in itself. All I want to do it help out in anyway possable to improve CCP's customer service.
"Death Before Dishonor" |
Vacuole
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Posted - 2003.08.16 22:05:00 -
[2]
Forum moderation is a thankless job.. the very people who use the forums are generally there to gripe about something and that makes the whole place ripe for flames.
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Shock
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Posted - 2003.08.16 22:07:00 -
[3]
Well it looks to me like your signature does follow the size rules...:P
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soonÖ |
Indesin
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Posted - 2003.08.16 22:10:00 -
[4]
Drefsab, we need more people like you. Together we can make a difference. Sounds cliche, but it's true. We need to get noticed, and our interests need to get noticed.
Vacuole, I'm sure proper moderation and customer support would be much more appreciated. As it stands now, MANY people don't even bother to use the official forum because of the way they are treated after expressing a concern, or suggestion for improvement.
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Drefsab
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Posted - 2003.08.16 22:16:00 -
[5]
Vacuole: thats the point really, there isnt any other place to raise concerns or issues, so they end up flooding the main board, and because they dont get answered the same issues get brought up time and time again. Hence the sugesting of the creation of such a place.
I am trying to raise an issue and make a sugestion within the forum guide rules, which is quite a hard task, though please note im not actually commenting on the rules or a decisions made by the mods so though this post should comply with those rules as im trying to make it constructive.
"Death Before Dishonor" |
Alexia Te'Len
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Posted - 2003.08.16 22:19:00 -
[6]
It's very easy to say that the "Mods aren't doing their job properly" and "there's a communication issue", but being, quite frankly, offensive in pointing this out and getting your message across doesn't help.
Plus, constantly defying a Moderator's ruling is no way to get your point across either, it just shows a degree of arrogance and unwillingess to co-operate.
If you want _them_ to listen to _you_, then _you_ need to listen to _them_.
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Joshua Calvert
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Posted - 2003.08.16 22:22:00 -
[7]
Bunch of crybaby's 
LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY! |
Karen de Winter
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Posted - 2003.08.16 22:26:00 -
[8]
 Quote:
As it stands now, MANY people don't even bother to use the official forum because of the way they are treated after expressing a concern, or suggestion for improvement.
pfffffft. I've seen plenty of negative posts and almost every suggestion get through the moderation on this forum.
It's not the moderation that's driving people away, it's the sheer vocal volume of the small number of people who do nothing but whine, and the fact that the moderators let them (which I dont nessecarily disagree with but I'm more than a little tired of it myself).
"You go to certain death"
"All death is certain" |
Drefsab
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Posted - 2003.08.16 22:28:00 -
[9]
Edited by: Drefsab on 16/08/2003 22:30:49
Alexia Te'Len, when I said they wernt doing their jobs properly I was refering to the many posts that dont conform to forum rules that get ignored everyday. Its not even hard to find them. I have not tried to be offensive in putting my view across and am trying to comply with the rules.
As for the lack of comunication I could cite several examples but lets take the fact that a GM that didnt really play the game from a players point of view gave away a tech 5 miner. Now this issue has been reserved but if there had been better comunication among the EVE staff this wouldnt of happened.
Karen de Winter: I agree with you, thats why I would like to have these things given a seperate home where they can be delt with. If such a thing existed the main forums would be so much nicer to read/use. I see the irony of complaining about complaints but I do have good intentions and am truely trying to help and make things better.
"Death Before Dishonor" |
Joshua Calvert
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Posted - 2003.08.16 22:29:00 -
[10]
Quote:
Alexia Te'Len, when I said they wernt doing their jobs properly I was refering to the many posts that dont conform to forum rules that get ignored everyday. Its not even hard to find them. I have not tried to be offensive in putting my view across and am trying to comply with the rules.
As for the lack of comunication I could cite several examples but lets take the fact that a GM that didnt really play the game from a players point of view gave away a tech 5 miner. Now this issue has been reserved but if there had been better comunication among the EVE staff this wouldnt of happened.
I've had a fair number of emails informing me that I've broken forum rules regarding usage of foul language.
LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY! |
Alexia Te'Len
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Posted - 2003.08.16 22:33:00 -
[11]
Quote:
Alexia Te'Len, when I said they wernt doing their jobs properly I was refering to the many posts that dont conform to forum rules that get ignored everyday. Its not even hard to find them. I have not tried to be offensive in putting my view across and am trying to comply with the rules.
As for the lack of comunication I could cite several examples but lets take the fact that a GM that didnt really play the game from a players point of view gave away a tech 5 miner. Now this issue has been reserved but if there had been better comunication among the EVE staff this wouldnt of happened.
By "you" I wasn't reffering to _you_, specifically, it was just a general point at the people who swear and cuss at the Mods because their Thread got deleted.
Likewise, posts may slip by but have you pointed them out to the Moderator? Sent an e-mail to the appropiate address? Moderators are only human, after all, and they do make mistakes....but they do a fine job with the tools they have available to them.
I won't touch the Miner issue, it's been done to death, resolved, ressurected then resolved once more. There's no need to go into all that again.
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Drefsab
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Posted - 2003.08.16 22:35:00 -
[12]
Edited by: Drefsab on 16/08/2003 22:36:19
Actually I tried that, I sent an email and got no reply and the thread remained unlocked, I created a post on the forum to inform the mods of such post but the mod in question just locked my thread and ignored other posts that broke the forum rules more blatently.
I do understand that mistakes happen and things slip through, but this issue is a little more deeper than just that.
"Death Before Dishonor" |
Indesin
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Posted - 2003.08.16 22:35:00 -
[13]
Since when is wanting an improvement considering whining? It's a constructive suggestion for the betterment of the game. I know there are supporters of fascism out there. However, there are many more individuals out there who would like to see an improvement in customer service, among other things. If you consider that whining, that doesn't say much for your character.
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zoop
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Posted - 2003.08.16 22:38:00 -
[14]
Quote:
there isnt any other place to raise concerns or issues
there is, its just you gimps always post your whining threads in the wrong channel.
always in general 
EVE Idea Lab
Known Issues & Workarounds
Patch Review
keep out of general please
----------------------------
*My God, it's full of gimps*
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Drefsab
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Posted - 2003.08.16 22:40:00 -
[15]
Edited by: Drefsab on 16/08/2003 22:43:11
Please lets not this start to become personal or abusive (again would be a breach of rules). If you dont agree with our point then fair enought thats your view, its just as valid as anyone elses. But there is no system out there thats perfect and cant be improved upon. All im trying to do is improve the customer service if possable for the game I love and would want to still be playing years from now.
I have posted under EVE Idea Lab. I didnt post under Known Issues & Workarounds and that would be for technical issues and Patch Review isnt relivant ether due to it not being anything to do with a patch.
"Death Before Dishonor" |
Joshua Calvert
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Posted - 2003.08.16 22:43:00 -
[16]
Exactly what do you suggest to improve Customer Service?
I TRULY don't understand the issue - my petitions have been answered promptly and effectively.
Perhaps you are setting your expectations at an unfeasibly high level?
Give me an example of when customer service has failed you and then tell us all what YOU would do.
LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY! |
agrizla
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Posted - 2003.08.16 22:45:00 -
[17]
It's been my observation that if you are, for want of a better word, a fanboy then you get away with just about anything on these boards.
I've seen fanboys saying FOAD, swearing, indulging in extremely personal abuse and on one memorable occasion "Your girlfriend gave you AIDS". Not one of these were locked/deleted or even commented on by moderators.
On the other hand if you have a gripe/complaint (or if you're on the sh*t list) it gets locked/deleted at warp speed - although maybe not if you're stuck on a roid/station eh? 
If that's the way it's going to be then fine - but I wouldn't expect very many new people to be encouraged to buy the game.
There - that ought to get this thread locked (and me banned probably)
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Entity
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Posted - 2003.08.16 22:45:00 -
[18]
Jolly effing great. So instead of nerfbats making the posts hard to read, we get annoying propaganda ads under every post which make it even harder 
Yea I know it's the point to make them seen but it doesn't make it any less annoying.
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Drefsab
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Posted - 2003.08.16 22:49:00 -
[19]
ok for example several players are now waiting serveral days to get a reply (not a fix, just a response) to pettions. GenX is one such person and there are serveral others including myself who have had this happen.
Emails are not replyed to or even it seams taken notice of. The main forums email address doesnt even work.
There are so many issues its hard to cover them all in a short post, but basically my main point is there are problems, and often they spill onto the forums which to some is the only partially effective way of comunicating with CCP (via the mods/polaris). So I was basically sugesting a new forum for nothing other than customer serive issues.
"Death Before Dishonor" |
Jame
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Posted - 2003.08.16 22:51:00 -
[20]
bad customer service?
i think you might be on the wrong game's forums.
perhaps you're playing everquest.
oh wait, that would be "what customer service?"
seriously, though, shop around and then give CCP & friends the credit they deserve.
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Joshua Calvert
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Posted - 2003.08.16 22:52:00 -
[21]
Quote:
ok for example several players are now waiting serveral days to get a reply (not a fix, just a response) to pettions. GenX is one such person and there are serveral others including myself who have had this happen.
Emails are not replyed to or even it seams taken notice of. The main forums email address doesnt even work.
There are so many issues its hard to cover them all in a short post, but basically my main point is there are problems, and often they spill onto the forums which to some is the only partially effective way of comunicating with CCP (via the mods/polaris). So I was basically sugesting a new forum for nothing other than customer serive issues.
Several out of possibly thousands.....
LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY! |
Drefsab
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Posted - 2003.08.16 22:54:00 -
[22]
Jame its true that other games suffer from problems of there own EQ is one of them, people have been put off and left the game for this very issue, this is not something I want to see happen to EVE. CCP have and are doing a great job, im not knocking them, I am simply trying to raise an issue and make a sugestion that I and some other people belive will improve the game we all love so much.
"Death Before Dishonor" |
Indesin
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Posted - 2003.08.16 22:55:00 -
[23]
Quote:
It's been my observation that if you are, for want of a better word, a fanboy then you get away with just about anything on these boards.
I've seen fanboys saying FOAD, swearing, indulging in extremely personal abuse and on one memorable occasion "Your girlfriend gave you AIDS". Not one of these were locked/deleted or even commented on by moderators.
On the other hand if you have a gripe/complaint (or if you're on the sh*t list) it gets locked/deleted at warp speed - although maybe not if you're stuck on a roid/station eh?
If that's the way it's going to be then fine - but I wouldn't expect very many new people to be encouraged to buy the game.
There - that ought to get this thread locked (and me banned probably)
True to the last word. This is one of the main reasons why change is needed.
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Drefsab
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Posted - 2003.08.16 23:01:00 -
[24]
Edited by: Drefsab on 16/08/2003 23:03:46
Joshua Calvert: You might be suppried, on a poll on eve-i.com about petition respons times there were some suprising results.
24+ hours 15% (266)
15-24 hours 6% (103)
10-15 hours 3% (54)
5-10 hours 8% (147)
2-4 hours 12% (219)
1-2 hours 7% (118)
30-60 minutes 9% (164)
less than 30 minutes 13% (230)
From the dawn of time I came and I am still waiting... 6% (114)
Petitions are something for whiny wimps! 21% (378)
This was only a small number of players true but it shows that 15% of people waited over 24 hours and 6% are still waiting and have nothing. I also wonder how many of the 21% that dont use petition do so because they feel they are ineffective.
Ether way its showing that over 20% of the game end up waiting longer than 24 hours to actually talk to someone that can fix their problems. Thats 20% of the players looking for help and left frustraited and upset as anyone would be waiting 24 hours + for help.
"Death Before Dishonor" |
Joshua Calvert
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Posted - 2003.08.16 23:06:00 -
[25]
Quote:
Joshua Calvert: You might be suppried, on a poll on eve-i.com about petition respons times there were some suprising results.
24+ hours 15% (266)
15-24 hours 6% (103)
10-15 hours 3% (54)
5-10 hours 8% (147)
2-4 hours 12% (219)
1-2 hours 7% (118)
30-60 minutes 9% (164)
less than 30 minutes 13% (230)
From the dawn of time I came and I am still waiting... 6% (114)
Petitions are something for whiny wimps! 21% (378)
This was only a small number of players true but it shows that 15% of people waited over 24 hours and 6% are still waiting and have nothing. I also wonder how many of the 21% that dont use petition do so because they feal they are ineffective.
58% were answered within 24 hours.
21% chose to not petition.
21% waited longer than 24 hours.
It's all about perspective.
The number of prompt responses outweights the number of slow responses.
LEEEEERRRRRRRRRRROOOOOOOOOYYYYYYYYYYYYYYY! |
Drefsab
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Posted - 2003.08.16 23:11:00 -
[26]
58% answered in a reasonable time is acceptable? im sorry but in any customer serive related job those kind of figures get people fired. Now I know its a game but it still can be improved upon and thats all im sugesting. Im not saying that it dire and much change, im saying it could be better and hears an idea on how to do so thats not going to cost anything.
"Death Before Dishonor" |
GenX
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Posted - 2003.08.16 23:14:00 -
[27]
Edited by: GenX on 16/08/2003 23:18:15
Quote:
Forum moderation is a thankless job.. the very people who use the forums are generally there to gripe about something and that makes the whole place ripe for flames.
wow, you think its about flame, no its not, we all really love this game called EVE, if we did not we would all not waste our time.
I love this game, I love what it stands for, I like the idea and I love where its going...
But the support is a turn off my last e-mail for support took over 5 days to get back to me.
And any other problem I have is an avg of 2 days for someone to get back to me, that is unfair, I pay money to play, not to be put on hold. If I wanted to be put on hold for somthing, I would call my local phone comapny.
I want support that is responable, answers call in responable time. 2 days or more is not fair to me or any other player in game.
The Gm in my last letter said, we are just bussy with harrsemnt and stuck issues, if you where stuck or being harrsed would you want that problem solved right away... Wel, I dont care about the issue, I want my problem solved in a resonable time to...
So what I say to this, hire personal rep people to deal with harrsment and stuck issues, and free up GMs to asnwer other calls in resonable time.
Two month ago when I statred I was able to get a hold of a gm in game and it only took about an hour, I thoght that was aswome, then that option was taken away and gms just take thier time in answer e-mails. b/c they do know they dont have to answer right wawy b/c [people are not waiting on them for an answer right away.
I love this game, but the support for this game needs to be rool backed. LOL
But seriouly, the support is not up to par...
And this is the first MMORPG I cannot get a hold of a human being whil I am playing and that is just simply bad.
That is what I am fighting for. not trying to flame up somthing not trying to destroy somthing, just simply want a human being to know that I am alive....
*********************************************
If one person is speaking out, others are thinking of it
Life is just a dream, till you do somthing aobut it.
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Quince al'Pillan
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Posted - 2003.08.16 23:15:00 -
[28]
Edited by: Quince al'Pillan on 16/08/2003 23:16:59
I say stop complaining about it and do something about it.
Join the team. Become a Polaris volunteer. Then you might understand why they're having such a hard time meeting your expectations.
Edit: Here's the link in case you can't find it.
Clickie!
-Q
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GenX
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Posted - 2003.08.16 23:19:00 -
[29]
we are doing somthing aobut, enough people complain, then CCP have to listen,.
*********************************************
If one person is speaking out, others are thinking of it
Life is just a dream, till you do somthing aobut it.
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Jash Illian
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Posted - 2003.08.16 23:22:00 -
[30]
3 days before I got a response when I was reporting an exploit. Not reporting a player using an exploit. But an exploit I had found.
As far as the forums go, so far the people doing the best job of moderation aren't even moderators:
The Polaris Bug Hunter reps.
I mean its like you want corporations to oblige each other like its sex or something. Pffft I would rather **** my enemy.- Rohann
Be careful out there. That other guy waiting in the queue for the gate MIGHT be a baby-munching frock-burner, YOU JUST DON'T KNOW!- Lallante |
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