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BurnHard	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?
Slaveabuser	Posted - 2006.01.31 12:52:00 - [2] Its just you. Shhh!I'm busy thinking about complicated things you wont understand.
Luther Kincaid	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	Posted - 2006.01.31 12:56:00 - [4] Yeah, stop whining about customer support already, they do their job well.
Billy Wizz	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.
Kerushi	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 ________________
BurnHard	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.
Tommy TenKreds	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	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	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.
Avon	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	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.
BurnHard	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.
Avon	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	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
robacz	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.
Gariuys	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	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?
TheDeceit	Posted - 2006.01.31 14:28:00 - [19] This thread makes me laugh, because just today I got a harpy reimbursed. Support is awesome. --------
El Yatta	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. ---:::---
Ruby StarFire	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
Pheonix Grey	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!
Moominer	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	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.
Avon	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	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	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.
Avon	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	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.
Avon	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
Tachy	Posted - 2006.01.31 17:21:00 - [31] They ask you if your issues are still valid via automagically summoned emails. Just react to the mails and keep the petitions active. Many problems solve themselves at the next DT and often pilots don't close their petitions. Good luck and quick answers. The queue used to be around a week to 9 days so ... --==*-- 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
Moadyb	Posted - 2006.01.31 17:21:00 - [32] Originally by: Avon 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? FFS why is everybody flaming the guy. I also got a petition outstanding for 2 weeks now with no response whatsoever. It can be pretty frustrating (btw I gave up on it, not expecting any type of reply) I mean really, Avon, **** off.
Avon	Posted - 2006.01.31 18:37:00 - [33] Originally by: Moadyb FFS why is everybody flaming the guy. I also got a petition outstanding for 2 weeks now with no response whatsoever. It can be pretty frustrating (btw I gave up on it, not expecting any type of reply) I mean really, Avon, **** off. Because, quite simply, the GM's get pro-active in order to be able to more effectively deal with outstanding requests, and he moans about it. The GMs have to work through the petitions, all of them. Many are already resolved but not closed, duplicate, or things that should never have been petitioned (like stupidly sticking your BP in to research for years). The above petitions delay the resolution of legitimate petitions, leading to understandable frustration to those involved. The delay that is frustrating you is not the fault of GMs, but rather the fault of impatient whiners who think that spamming the GMs with multiple petitions, trying to get stuff back which they lost through their own stupidity, is the correct way to go about things. They then have the audacity to come here and complain when the GMs do something about it. That is why he is getting flamed. Also, it is worth noting that I didn't have to resort to abuse language or threats of violence. The Battleships is not and should not be a solo pwnmobile - Oveur
nahtoh	Posted - 2006.01.31 19:09:00 - [34] Edited by: nahtoh on 31/01/2006 19:10:18 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. Actually their is nothing worse for a support person to spend a lot of time chasing something up and when they send out a update for it to be told "oh it fixed its self". It just wastes time that could be used to fix actual fecking problems... Oh and BTW customer support does not mean bend over and give the customer every fecking thing they want... Yes you may have guessed a very bitter customer support person...made bitter by the fecking morons I have had to support... ========= "I am not saying there should be capital punishment for stupidity, but why can`t we just take the safety labels off everything and let the problem fix its self
Tregaa Viskne	Posted - 2006.01.31 19:32:00 - [35] Originally by: Moadyb (btw I gave up on it, not expecting any type of reply) And did you close your petition when you gave up on it? No? Point pretty much proven then.... Only kidding really - but imagine how many of those petitions which were holding yours up in the queue got fixed during downtime the day after they were made, or how many were fixed by the bug patch, then add in the duplicate petitions made by people who don't believe that the gm's really mean it when they say submitting duplicate requests only makes things worse... Clearing the queue might seem harsh, but they wouldn't do it without a really good reason. And hey, look at all of the good reasons they have... Originally by: CCP Hammer Boobies?
Starlix	Posted - 2006.01.31 22:34:00 - [36] Originally by: Killian Darkwater Yeah, stop whining about customer support already, they do their job well. You've got to be kidding me. I submited a very civil, well written petition one week ago from today. Received two automated responses telling me they will look at it in the order it was received and to not send multiple petitions on the same subject as it will slow them down. Just today I get a 3rd automated response saying they will consider my problem taken care of unless they hear from me!!!! How's that doing their job well? They told me to sit there and wait, I do as I'm told and now they want to shove the petition in a trash bin because I havn't contacted them about it?!?!? It's pretty obvious they havnt even read the petition even though it's a week old. I was very polite in my original petition -- do I need to be an irrate jackass to get a response from CCP?
Avon	Posted - 2006.01.31 22:45:00 - [37] Originally by: Starlix Originally by: Killian Darkwater Yeah, stop whining about customer support already, they do their job well. You've got to be kidding me. I submited a very civil, well written petition one week ago from today. Received two automated responses telling me they will look at it in the order it was received and to not send multiple petitions on the same subject as it will slow them down. Just today I get a 3rd automated response saying they will consider my problem taken care of unless they hear from me!!!! How's that doing their job well? They told me to sit there and wait, I do as I'm told and now they want to shove the petition in a trash bin because I havn't contacted them about it?!?!? It's pretty obvious they havnt even read the petition even though it's a week old. I was very polite in my original petition -- do I need to be an irrate jackass to get a response from CCP? Don't flatter yourself, they sent the same mail to everyone with an open petition. The delay in responding to yours is due to people flooding the queue. I am sure they want to resolve your issue as swiftly as possible, but are unable to get around to it because of the many junk petitions in front of yours. Until they read those petitions they don't know if they are signal or noise. To save time they have decided to filter the noise. Just chill, resubmit as requested, and look forward to a speedier response. The Battleships is not and should not be a solo pwnmobile - Oveur
Donni	Posted - 2006.01.31 23:41:00 - [38] I don't see what is wrong with them doing that. Imagine how many emails they get for pointless things. If it is reall that hard clicking on a link then clicking update then as i say in alot of these customer support threads. GET A LIFE!
GlimmerMan	Posted - 2006.02.01 23:28:00 - [39] In the last 6 months all of my petitions have been dealt with within half an hour, needless to say I rate CCPs customer service quite highly as a result. Having said that, none of my petitions have been in the 'other' category, so they havn't been submitted through the RightNow system. I have always wondered why CCP went to the trouble of developing their own in-game petition system, yet still force players to use a 3rd party application to manage petitions of a certain type outside of the game. I know from experience that GMs answer ingame petitions 24/7, the fact that one I submitted earlier tonight and it was answered in a couple of minutes suggests the GMs would have time to answer 'other' petitons but they don't seem to be able to do this. My guess is that the ones that go to RightNow are checked by non-GMs and only during office hours, which is why the service in this area leaves a lot to be desired. I administer a RightNow system as part of my job, the system is designed for holding your FAQs, and the ask a question area is for people to effectively request a new FAQ to be added since they couldn't find the answer they need, yeah sure it also gives you the facility to reply directly to the users, but using RightNow as a case management system for petitions is just arse over tit and not what the product was really designed for! RightNow is not a CRM package! Blowing s**t up since May 2003
Tubiger	Posted - 2006.02.01 23:43:00 - [40] I've been unable to log in to the game due to some unknown problem for four or five days now. I've gotten quite a few responses to my problem from CCP, which is good, but I'm starting to wonder if they ever actually read the information I sent them... I'm getting the same canned responses I found on the forums in five minutes of searching. I tried all of that stuff before I emailed them, and that's why I'm asking in the first place! I'm starting to wonder if they'll ever actually solve it.
BlackRain	Posted - 2006.02.01 23:50:00 - [41] I put a nice item on escrow, which someone soon claimed. So I got a load of iskies, yay. One hour later a GM comes and clears my wallet of the transaction sum - without any explanation - leaving me with no item or isk. I naturally filed a petition under "Other" category, which is probably now filed in some remote trashcan with the other X-files they get. Am I ever going to get an explanation as to why this was done or should I just stop thinking about it and kiss the iskies goodbye? ------------------- -
Dimitri Chandler	Posted - 2006.02.02 00:00:00 - [42] If the OP was in my shop and he had carried on like this, I would have had him kicked out. --------------------------------------------------
nahtoh	Posted - 2006.02.02 02:18:00 - [43] Originally by: Dimitri Chandler If the OP was in my shop and he had carried on like this, I would have had him kicked out. Or just kicked... ========= "I am not saying there should be capital punishment for stupidity, but why can`t we just take the safety labels off everything and let the problem fix its self
Wee Dave	Posted - 2006.02.02 02:46:00 - [44] I got this mail today as well after nine days waiting. Updated it, got a full response in about an hour. I expect a big chunk of the queue is actually stuff which has been solved and no longer matters. Given the load I can understand it.
w0rmy	Posted - 2006.02.02 02:50:00 - [45] Originally by: BurnHard Is it me or is player support going downhill? Its hard to go downhill, when youre in a gully.
Justus Imperius	Posted - 2006.02.02 02:58:00 - [46] just erased everything I was gonna say because I don't feel like flamin ccp atm. but just for your guys info yea the pettition system is ****** atm... dont kid yourselves and say its not and ccp is an insta cure for whatevers wrong, because its not. It took them 9 days to tell me they cannot replace my fk'n ship I lost due to lag. and dont say "durr dont use other pettition" well, if ya dont, they always just tell you to anyway so wtf is the point in wasting their time even more? We Are Recruiting

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