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BurnHard
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Posted - 2006.01.31 12:50:00 -
[1]
Well, what a waste of time/space and email. Both of my active petitions have been excalated into the waste paper basket by CCP, fex:
Quote:
Due to extreme load, we are forced to send out this automated reply. Many minor bugs have been fixed and other issues are no longer relevant. If your case contains an issue that has already been solved or does no longer apply, please do not update this mail. However, if you are still experiencing difficulties or problems, please reply to this email and we'll do our best to help you out as quickly as we are able.
Please note that sending in multiple incidents about the same issue does nothing except complicate matters and slow down our services.
We apologise for any inconvenience you may suffer.
So to add to the burden, as well as sending out two more emails to me, I must go and update both petitions just to prove they are both "live", thereby generating more server/email guff.
Is it me or is player support going downhill?
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Slaveabuser
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Posted - 2006.01.31 12:52:00 -
[2]
Its just you.
Shhh!I'm busy thinking about complicated things you wont understand. |
Luther Kincaid
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Posted - 2006.01.31 12:55:00 -
[3]
Originally by: Slaveabuser Its just you.
agreed ------------------------------------------- He's NOT the Jovian ambassador, He's a very Naughty boy! |
Killian Darkwater
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Posted - 2006.01.31 12:56:00 -
[4]
Yeah, stop whining about customer support already, they do their job well.
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Billy Wizz
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Posted - 2006.01.31 13:02:00 -
[5]
I think it's quite reasonable to feel frustration with the process. At the moment, it may take anything up to a couple of weeks for customer support to address game-breaking faults.
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Kerushi
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Posted - 2006.01.31 13:19:00 -
[6]
Originally by: Slaveabuser Its just you.
agree aswell, yesterday much char was moved while stuck within 5 minutes or so ________________
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BurnHard
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Posted - 2006.01.31 13:23:00 -
[7]
Originally by: Kerushi
Originally by: Slaveabuser Its just you.
agree aswell, yesterday much char was moved while stuck within 5 minutes or so
You weren't petitioning in "Other", which is a euphamism for "ignore" at the moment. There are specific conditions, such as `Stuckness', `Exploited', `Harrassed', which are dealt with on priority channels in game. However, when you click "Ignore Me" (`Other'), you are teleported into the web based support system and from there it's a lottery as to whether your particular problem is dealt with or trashed.
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Tommy TenKreds
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Posted - 2006.01.31 13:24:00 -
[8]
Originally by: Kerushi yesterday much char was moved while stuck within 5 minutes or so
"Stuck" petitions get faster attention.
I know a chap who has been waiting since the first of the month for a missing T2 ship BPO to be restored to his hangar. That's got to be pretty frustrating.
CCP fix the chat text alignment bug please. |
Tas Devil
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Posted - 2006.01.31 13:24:00 -
[9]
Originally by: Kerushi
Originally by: Slaveabuser Its just you.
agree aswell, yesterday much char was moved while stuck within 5 minutes or so
stuck petitions always get priority... if you think stuck petition reflect the quality of CCP CRM you're basically saying a hospital running a good ER department is a perfect hospital... there are quite a number of other areas where hospitals should be judged on... similarly CCP CRM is to be judged on more then emergency work...
Speaking of which the password reset fiasco of 3 weeks ago was emergnecy work and event that was quite poorly handled from a CRM point of view
The best Laught ever ... Credit goes to TheKiller8 for this :) |
BurnHard
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Posted - 2006.01.31 13:28:00 -
[10]
Originally by: Tommy TenKreds
Originally by: Kerushi yesterday much char was moved while stuck within 5 minutes or so
"Stuck" petitions get faster attention.
I know a chap who has been waiting since the first of the month for a missing T2 ship BPO to be restored to his hangar. That's got to be pretty frustrating.
Interesting. One of my petitions is a Tech II BPO that went missing when I clicked the Deliver button on the Research window. Another of my petitions is a BS BPO that was accidentally added to a research queue that is possibly several decades in length that I won't see again until I'm close to retirement, in the absence of a cancel button.
It's one thing to have a long petition queue, quite another to implement new game mechanics that generate the queues in the first place.
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Avon
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Posted - 2006.01.31 13:33:00 -
[11]
So one of your petitions is asking CCP to rectify your dumb mistake?
How many of the petitions in front of yours are also people asking CCP to rescue them from their own stupidity?
The Battleships is not and should not be a solo pwnmobile - Oveur |
The PigDog
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Posted - 2006.01.31 13:37:00 -
[12]
Originally by: Avon So one of your petitions is asking CCP to rectify your dumb mistake?
How many of the petitions in front of yours are also people asking CCP to rescue them from their own stupidity?
How about CCp take resonability for the dump actions, after all who would want a cancel button, like we had int he past, who would want any of the sufull features thousands used every day?
Who cares if in patch after patch ccp debililty set out to brake the game and remove funcality, after all i am sure the only features you use are F1 to F8.
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BurnHard
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Posted - 2006.01.31 13:38:00 -
[13]
Edited by: BurnHard on 31/01/2006 13:40:06
Originally by: Avon So one of your petitions is asking CCP to rectify your dumb mistake?
How many of the petitions in front of yours are also people asking CCP to rescue them from their own stupidity?
Avon you dumbass - please go and get yourself your own personal forums to ***** on. I'm getting sick and tired of your pointless attempts at witicism. Your entire life seems to revolve around trying to show how intellectually superior you are, when in fact you are just an ass.
In any case, a totally new method of research and manufacture was implemented with NO GUIDE ABOUT HOW TO USE IT, at which point an error was made, particularly because no such guide was forthcoming - but hey thats okay, because there is a Cancel button, right?
If you think I'm an idiot, then please come and see me so I can plant my size 12 boot onto your flabby wretched backside.
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Avon
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Posted - 2006.01.31 13:41:00 -
[14]
You write your petitions like that?
The Battleships is not and should not be a solo pwnmobile - Oveur |
Ayla Vanir
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Posted - 2006.01.31 13:43:00 -
[15]
Originally by: BurnHard
So to add to the burden, as well as sending out two more emails to me, I must go and update both petitions just to prove they are both "live", thereby generating more server/email guff.
I don't think the net effect is what you indicate. They've probably got a lot of stale petitions that are no longer relevant. I believe they had to take the shot-gun approach, send out that blast mail for remaining petitions that fit their criteria for 'potentially stale/no longer relevant'. The intended action would then be that players still in need of assistance will respond. Those no longer in need of assistance will not respond. In the process, they'll get to chop down their queue to a more realistic (and manageable) size.
Originally by: BurnHard
Is it me or is player support going downhill?
Well, to be fair, that's not an either/or option. But I know what you meant. See above for my suggestion as to why they did this.
Escrow Market Revamp
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robacz
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Posted - 2006.01.31 13:53:00 -
[16]
Originally by: BurnHard
So to add to the burden, as well as sending out two more emails to me, I must go and update both petitions just to prove they are both "live", thereby generating more server/email guff.
Is it me or is player support going downhill?
I got that autoreply too.. I think its becouse a lot of dumb players, who fill 10 petitions for one thing and/or dont bother to close them when they are resolved without help of support guys.
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Gariuys
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Posted - 2006.01.31 14:02:00 -
[17]
Originally by: BurnHard Edited by: BurnHard on 31/01/2006 13:40:06
Originally by: Avon So one of your petitions is asking CCP to rectify your dumb mistake?
How many of the petitions in front of yours are also people asking CCP to rescue them from their own stupidity?
Avon you dumbass - please go and get yourself your own personal forums to ***** on. I'm getting sick and tired of your pointless attempts at witicism. Your entire life seems to revolve around trying to show how intellectually superior you are, when in fact you are just an ass.
In any case, a totally new method of research and manufacture was implemented with NO GUIDE ABOUT HOW TO USE IT, at which point an error was made, particularly because no such guide was forthcoming - but hey thats okay, because there is a Cancel button, right?
If you think I'm an idiot, then please come and see me so I can plant my size 12 boot onto your flabby wretched backside.
He is witty, and a sweety, too bad he's got too many legs.
No guide.... as in activate brain before trying stupid things!
RL threats... impressive... ~{When evil and strange get together anything is possible}~ A tool is only useless when you don't know how to use it. - ActiveX The grass is always greener on the other side. - JoCool |
BurnHard
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Posted - 2006.01.31 14:21:00 -
[18]
Originally by: Gariuys
He is witty, and a sweety, too bad he's got too many legs.
wtf?
Originally by: Gariuys
No guide.... as in activate brain before trying stupid things!
A stupid thing such as..... adding a BPO to a queue? Fully searching the UI from top to bottom, all over, for 24 hours before deciding there is no way of cancelling? Further assuming that the lack of cancel button is in fact a developer oversight/error to be fixed in the next patch?
Originally by: Gariuys
RL threats... impressive...
Would you like my boot on your ass too?
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TheDeceit
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Posted - 2006.01.31 14:28:00 -
[19]
This thread makes me laugh, because just today I got a harpy reimbursed. Support is awesome. --------
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El Yatta
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Posted - 2006.01.31 14:31:00 -
[20]
Originally by: BurnHard
Originally by: Gariuys
He is witty, and a sweety, too bad he's got too many legs.
wtf?
Originally by: Gariuys
No guide.... as in activate brain before trying stupid things!
A stupid thing such as..... adding a BPO to a queue? Fully searching the UI from top to bottom, all over, for 24 hours before deciding there is no way of cancelling? Further assuming that the lack of cancel button is in fact a developer oversight/error to be fixed in the next patch?
Originally by: Gariuys
RL threats... impressive...
Would you like my boot on your ass too?
I dont get it, there was documentation pre-patch so suggest that the new style of manufacturing would be "put it all in first", and "get it all out at the end", not just-in-time delivery or whatever. Surely, that meant, common sense, dont put a BS bpo on for longer than you will play the game for - perhaps you should have tested the system with something a little less valuable, just to find out?? Oh, and the GMs have confirmed before that they do not have tools to eject a BPO - yours is stuck there until (if at all) a cancel button is patched in to the system. A couple of NAGA's T2 BPOs made the same stupid mistake as you, they did not get theirs out. I beleive they should be emerging shortly, along with a big stack of Deimos's though. ---:::---
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Ruby StarFire
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Posted - 2006.01.31 15:17:00 -
[21]
Funny how its such an obvious problem, yet its aparently so hard to fix...
Stop giving CCP so much leway. They made a stuipd oversight, and it needs to be fixed.
*Ruby StarFire wonders how hard it is to code a cancel button
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Pheonix Grey
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Posted - 2006.01.31 15:23:00 -
[22]
Originally by: TheDeceit This thread makes me laugh, because just today I got a harpy reimbursed. Support is awesome.
Heh, Ive been waiting a few days now, not complaining though, I'm patient =)
Phe0nix ----------------
Originally by: Narciss Sevar
OMGZ0r my guns c0st eve!
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Moominer
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Posted - 2006.01.31 15:27:00 -
[23]
Other petitions can take a long while to get dealt with, however there are many MMOGs out there who's support for even stuck issues and the like take many days to get resolved.
EVE support, in my experience, is by far the best of any MMOG out there. It is not perfect, and there is much room for improvement - it may even be the case that performance is going downhill (expanding playerbase, server load problems, RMR deployment being much more problematic than any other large patch, etc.)
It is clear things are more difficult than they were 12-18 months ago, and I am sure we all hope to see some improvement - but EVE support is far from terrible. Eve Fitting Manager |
Nev Clavain
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Posted - 2006.01.31 15:50:00 -
[24]
Originally by: Luther Kincaid
Originally by: Slaveabuser Its just you.
agreed
Its not just him, I have petitioned and submitted questions to support on many many occasions, and ONLY ONCE have i received a satisfactory response. Usually I Either get a heavy load message (not as if CCP not hiring enough staff is my problem is it?), Or the response shows very little comprehension of the issues i brought up in the first place.
Probably the response has been rushed off by some poor overworked desk jockey being asked to do far more than is reasonably while the fat cats cream off all the profits. Like most businesses then.
The eve customer service has never been much better than atrocious in my opinion. Luckily I have not had to deal with them too frequently (say once a month maximum), because if I had i seriously think i would be playing another game. Every time I deal with EVE Customer Service, except one occasion, has left me feeling angry and disappointed.
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Avon
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Posted - 2006.01.31 15:57:00 -
[25]
One per month?
I have made about 5 since release. (Not including stuck petitions)
The Battleships is not and should not be a solo pwnmobile - Oveur |
Tachy
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Posted - 2006.01.31 16:01:00 -
[26]
@BurnHard: That email basically asks you to keep the petition active. At the moment there is a really long petition queue. You'll get an email within 24-48h, and normally another after one a week later unless your petitin has been worked on. The important part is the Quote: ... and we'll do our best to help you out as quickly as we are able.
Many small problems (stuck, items lost, ...) are fixed with the next downtime and people do not bother closing their petitions.
Automatically closing solved petitions after a week isn't that bad while giving the petitioner the chace to keep it active. In most other games your petition wont even be ansered at all - or automatically answered with some nonesensical bot answer.
Keep your unresolved petitions active and you'll probably get answers within the next few days.
Good luck and fast resolve to your petitions. The BS BPO probably wont be answered positively, according to other pilots reports in help. --*=*=*-- Megadon CCP wanted a well known artist and celebrity to test the new font so it's approval would be well known. They got Ray |
Nev Clavain
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Posted - 2006.01.31 16:07:00 -
[27]
Originally by: Avon
One per month?
I have made about 5 since release. (Not including stuck petitions)
hehe once per month maximum, it reeally was a ballpark figure. The point i am trying to make is i have used the support system for this and that, and i am usually frustrated by it.
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Avon
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Posted - 2006.01.31 16:15:00 -
[28]
Originally by: Nev Clavain
Originally by: Avon
One per month?
I have made about 5 since release. (Not including stuck petitions)
hehe once per month maximum, it reeally was a ballpark figure. The point i am trying to make is i have used the support system for this and that, and i am usually frustrated by it.
I've found it pretty good tbh.
I guess it comes down to your expectations. If you expect the worst you can never be dissapointed.
The Battleships is not and should not be a solo pwnmobile - Oveur |
BurnHard
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Posted - 2006.01.31 16:55:00 -
[29]
I wasn't making a point about the time it takes. To be honest I don't care how long it takes. As long as I know it will be dealt with eventually it's no big deal. The point I was making was the attitude towards player problems that leads someone to decide to trash all petitions on the assumption lots of them are frivolous, whilst adding the rather offensive remark that "Please note that sending in multiple incidents about the same issue does nothing except complicate matters and slow down our services".
I think the Cretin at support who had this bright idea needs to go on a few more Customer Support training courses.
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Avon
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Posted - 2006.01.31 17:11:00 -
[30]
Originally by: BurnHard
I wasn't making a point about the time it takes. To be honest I don't care how long it takes. As long as I know it will be dealt with eventually it's no big deal. The point I was making was the attitude towards player problems that leads someone to decide to trash all petitions on the assumption lots of them are frivolous, whilst adding the rather offensive remark that "Please note that sending in multiple incidents about the same issue does nothing except complicate matters and slow down our services".
I think the Cretin at support who had this bright idea needs to go on a few more Customer Support training courses.
You are crying over nothing. It is the most time effective way to deal with the queue, and it has been done before.
They aren't saying your petition is frivolous, they are saying if you think it is ongoing and legitimate they want to be in a position to deal with it - what is wrong with that?
The petition queue does become full of duplicate petitions, and resolved ones are not always deleted by the player.
Do you want your petition to be delayed because the GM who would be dealing with it is currently reading a stack of duplicates?
The Battleships is not and should not be a solo pwnmobile - Oveur |
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