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Author	Thread Statistics \| Show CCP posts - 4 post(s)
Breathing Helps	Posted - 2006.03.23 14:03:00 - [1] CCP Customer Service seems to be seriously lacking, response times on petitions are laughable. Maybe they should actually employ more support staff on a full time basis, the numbers of players are growing and there support looks like it is falling way behind. Standard operating procedure seems to be submit petition coz lord knows your not gonna get any in-game support with a real issue. Next day you get a auto response mail saying were really busy, then you wait 2-3 weeks for a reply. That is NOT customer service. CCP need to get there house in order. This is not a poke at all you ppl who try to help others in the in-game help channel, your assistance is appreciated this is more about game issues beyond simple advice or work arounds.
Jinx Barker	Posted - 2006.03.23 14:10:00 - [2] I submited total of .... uhm.......... 10 Petitions in almost 3 years, never had an issue with responce, always got it answered within 4-5 days. Never, ever had to wait...weeks you say? I dont know, some people have issues with petitons some dont. Odd.. isnt it.
Gariuys	Posted - 2006.03.23 14:12:00 - [3] Response time is long. Cause they have a petition queue that's mind bogglingly long. (3700 according to Wrangly poo ) Stop petitioning for every tiny little bull thing that goes wrong etc. And maybe they'll finally be able to catch up again. ~{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
Trelik	Posted - 2006.03.23 14:12:00 - [4] i put in one not more than 3 days ago...got my situation resolved in less than 30 hours. maybe you worded your petition like a dink and they "gave it extra time" or something. not quite clever enough.
Tonkin	Posted - 2006.03.23 14:14:00 - [5] all customer services has a dumb blonde what you expect the devs are warm blooded men, will kill anythin for the right price
Coconut Joe	Posted - 2006.03.23 14:18:00 - [6] Edited by: Coconut Joe on 23/03/2006 14:19:49 Originally by: Gariuys Response time is long. Cause they have a petition queue that's mind bogglingly long. (3700 according to Wrangly poo ) Stop petitioning for every tiny little bull thing that goes wrong etc. And maybe they'll finally be able to catch up again. I'm not moaning, hell, I've allways been happy with their service, but if the queue is THAT LONG, well... maybe a few more staff wouldnt go amiss.
Breathing Helps	Posted - 2006.03.23 14:19:00 - [7] Fair enough Jinx, but have you petitioned anything recently. Much like you havent petitioned anything in a very long time like over a year and i too have been playing since the start. I dont petition very often only if its absolutely neccissary, but recently i have had to file 3 petitions for varying reasons including probs with the website. I always submit screenshots, logs and give the maximum amount of information, the response times are crazy. 4-5 days is a little long but acceptable if they busy but over a week no im sorry it just aint any kind of service.
Kylania	Posted - 2006.03.23 14:24:00 - [8] I've entered two petitions in the last week. The first was an Other petition, entered through the Ask A Question link, asking if I had any Warnings on my account. It was answered in three business days. Perfectly acceptable for an informational petition. The second petition was last nite. Some boneheads were flooding space with rookie ships causing lag. I entered the petition while docking to complete a courier mission. It was answered before I undocked. 3 minutes at the most. That IS customer service. What exactly was your petition about? Did you lose some ship due to an error on your side and expect them to replace it without checking the server logs? Reimbursement petitions do take much longer, because they have a LOT of research to do, and with so many people demanding "customer service" for their own mistakes, naturally those types of petitions will be taking longer. What exactly are you complaining about not getting service over? Just remember though, real issues like being stuck, having a mission not work, harassment are all handled nearly immediately. CCP is great at customer service. What they aren't great at is appeasing the WoW gimme-gimme-gimme-NOW types who expect things to be fixed instantly regardless of how absurd the request is. EVE requires a lot of patience to get the most out of, so do petitions that require research. -- Lil Miner
Gariuys	Posted - 2006.03.23 14:24:00 - [9] Originally by: Breathing Helps Fair enough Jinx, but have you petitioned anything recently. Much like you havent petitioned anything in a very long time like over a year and i too have been playing since the start. I dont petition very often only if its absolutely neccissary, but recently i have had to file 3 petitions for varying reasons including probs with the website. I always submit screenshots, logs and give the maximum amount of information, the response times are crazy. 4-5 days is a little long but acceptable if they busy but over a week no im sorry it just aint any kind of service. Are they game breaking issues? Submitted in the right category? In all honesty a petition about the website, with over 3000 more meaningfull petitions in queue can wait 3 months for all I care. ~{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
Captain Merkin	Posted - 2006.03.23 14:29:00 - [10] I have put in maybe 10 - 12 petitions over the last few years, most resolved within 24 hours Longest was 3 days when I jumped through a gate about 2 days after the game launched even though ccp advised us not to use this gate.. I was stuck for 3 days. Proving natural selection and Charles Darwin wrong since 1981. The Kamikaze pilot

Wrangler	Posted - 2006.03.23 14:41:00 - [11] The CS team has enough people for the regular flow of petitions, it's when something goes very wrong and they get flooded by petitions that response time goes up. [Read the Rules!] - [Contact us]

HippoKing	Posted - 2006.03.23 14:43:00 - [12] i put one in last night. response came back 37 minutes later - not bad IMO, particularly given it must have taken a few minutes to look into sigs of the 23/24/25 hijack just as well -eris yarrrr, i shall retake my sig -HippoKing Not a chance, our 1337 sig haXx0r sk1llz are too powerful! - Wrangler Ho-Ho-Hooooooo, Merry Saturday!11 - Immy Yo ho ho and a bottle of BReeEEEEeee.... - Jacques ARRRRRRchambault Stop spamming with "QFT" >:\|. - Teblin
Captain Merkin	Posted - 2006.03.23 14:47:00 - [13] Originally by: HippoKing i put one in last night. response came back 37 minutes later - not bad IMO, particularly given it must have taken a few minutes to look into you were asking them for the time wern't you? Don't deny it.. Proving natural selection and Charles Darwin wrong since 1981. The Kamikaze pilot
HippoKing	Posted - 2006.03.23 14:51:00 - [14] no, the GM response went like this: "I must ask you not to use the petition option like this again but i personally would finish the chicken sandwich first so it won¦t go to waste. The spaghetti will keep and you can use it the next time you get hungry. Best regards. GM Guard" well, not really, but thats off omgrawr and made me spill my coffee when i read it first time. the real petition was about my LP vanishing sigs of the 23/24/25 hijack just as well -eris yarrrr, i shall retake my sig -HippoKing Not a chance, our 1337 sig haXx0r sk1llz are too powerful! - Wrangler Ho-Ho-Hooooooo, Merry Saturday!11 - Immy Yo ho ho and a bottle of BReeEEEEeee.... - Jacques ARRRRRRchambault Stop spamming with "QFT" >:\|. - Teblin
Captain Merkin	Posted - 2006.03.23 14:53:00 - [15] Originally by: HippoKing no, the GM response went like this: "I must ask you not to use the petition option like this again but i personally would finish the chicken sandwich first so it won¦t go to waste. The spaghetti will keep and you can use it the next time you get hungry. Best regards. GM Guard" well, not really, but thats off omgrawr and made me spill my coffee when i read it first time. the real petition was about my LP vanishing hehe Proving natural selection and Charles Darwin wrong since 1981. The Kamikaze pilot
Gariuys	Posted - 2006.03.23 14:53:00 - [16] Originally by: HippoKing no, the GM response went like this: "I must ask you not to use the petition option like this again but i personally would finish the chicken sandwich first so it won¦t go to waste. The spaghetti will keep and you can use it the next time you get hungry. Best regards. GM Guard" well, not really, but thats off omgrawr and made me spill my coffee when i read it first time. the real petition was about my LP vanishing LMAO ~{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
James Lyrus	Posted - 2006.03.23 14:56:00 - [17] I've had several 'interactions' with the GM team in EVE. All of them have been within an 'acceptable' time frame. A few queries about non urgent stuff, have been answered within 'a few days'. I have had the 'we're busy, please hold' email, but that's fair enough. All of them have given me satisfactory answers - even if they weren't the ones I wanted to hear, I've been able to accept the logic behind them. And on the 'time critical' stuff like being stuck, I've had a response in a matter of minutes. No complaints here. -- We are recruiting We sell carriers.
robacz	Posted - 2006.03.23 15:32:00 - [18] Originally by: Jinx Barker I submited total of .... uhm.......... 10 Petitions in almost 3 years, never had an issue with responce, always got it answered within 4-5 days. Never, ever had to wait...weeks you say? I dont know, some people have issues with petitons some dont. Odd.. isnt it. But 4-5 days response time on customer support is terrible. Imagine you had this with your web/server hoster. I pay $5 for one webhosting and about $20 for VPS and both companies reply on any request in 15 minutes. If my request is harder to do, they keep me informed, but it never took more than several hours. CCP need more staff to their customer support department, cos anything longer than 24 hours is bad imho. Problem is that both companies and customers are not looking on online game as on serious business. While everyone would freak out if your webhoster replied 5 days after submitting support ticket, in online game most of ppl accept it. Same situation is with game server providers, even though these are often run by same companies who run web/serverhosting, reponse time on their game server customer support is a lot longer. Why? Its just game server right? Not serious business. My current game server hoster who is getting E30 a month lost all my game server date twice and didnt even apologize. If that happend on $5 webhosting, they would give me year free, cos daily backup is must-have feature... Erm.. well sorry for offtopic rant, my point is, that 4-5 days for customer support reply is VERY bad and need to be worked out. Company which gets $1.5 million on sales every month should be able to hire more workers. ___________ Buying/selling Implants, Cargo Expanders +2 Set 65M :: +3 Set 175M :: +4 Set 535M 27.44% 33M :: 25.08% 13M :: 22.72% 6M
Constantine Arcanum	Posted - 2006.03.23 15:37:00 - [19] Originally by: Breathing Helps CCP Customer Service Is great, end of story. -----------------------------------------------
Hllaxiu	Posted - 2006.03.23 15:49:00 - [20] Originally by: robacz Erm.. well sorry for offtopic rant, my point is, that 4-5 days for customer support reply is VERY bad and need to be worked out. Company which gets $1.5 million on sales every month should be able to hire more workers. The odd thing is that its the best customer support in the MMOG industry. --- Our greatest glory is not in never failing, but in rising up every time we fail. - Emerson
Felix Cole	Posted - 2006.03.23 16:09:00 - [21] In your opinion Hllaxiu. Yes the customer service is good in certain ways, but the fact there is still this back log kinda makes you wonder doesnt it?
Breathing Helps	Posted - 2006.03.23 16:10:00 - [22] Its seems the Ultra Poor service relates to Other Petitions rather than mission / stuck / harrasment petitions that are given a swift response.
Constantine Arcanum	Posted - 2006.03.23 16:12:00 - [23] Edited by: Constantine Arcanum on 23/03/2006 16:12:44 Originally by: Breathing Helps Its seems the Ultra Poor service relates to Other Petitions rather than mission / stuck / harrasment petitions that are given a swift response. STFU, kthxbye Edit: other petitions will take longer by default, now quit ragging on CCP. -----------------------------------------------
Jinx Barker	Posted - 2006.03.23 16:19:00 - [24] Originally by: Breathing Helps Fair enough Jinx, but have you petitioned anything recently. Much like you havent petitioned anything in a very long time like over a year and i too have been playing since the start. I dont petition very often only if its absolutely neccissary, but recently i have had to file 3 petitions for varying reasons including probs with the website. I always submit screenshots, logs and give the maximum amount of information, the response times are crazy. 4-5 days is a little long but acceptable if they busy but over a week no im sorry it just aint any kind of service. I mean I understand people who are frustrated over a petiton wait. I just checked my "Your Qestions Section" and last peition I submited was 4 days ago. Admitedly it was a very easy one, something to do more with account housekeeping than any particular game issue. I got a responce from a GM in less than a day.
Hllaxiu	Posted - 2006.03.23 16:24:00 - [25] Originally by: Felix Cole In your opinion Hllaxiu. Yes the customer service is good in certain ways, but the fact there is still this back log kinda makes you wonder doesnt it? Play a SOE game or WoW... They don't even have people answering petitions, just robots that you have to reply to several times, and then you'll get an actual person who will say that he'll ban you if you keep spamming them. Oh, and they'd laugh at you if you wanted an item replaced... --- Our greatest glory is not in never failing, but in rising up every time we fail. - Emerson
Kryss Darkdust	Posted - 2006.03.23 17:22:00 - [26] I've only done 1 petition so far and I got a detailed response personalized for my situation within 12 hours and this was on the weekend. I can't imagine customer support could be any faster.
Breathing Helps	Posted - 2006.03.23 17:28:00 - [27] Well maybe im in the minority then but i have 2 outstanding petitions over a week now with nothing but a robot response, i see many of you have had fast responses but these seem to fall into in-game petitions with regards to missions or simple questions. Im glad to see that at least some ppl are getting customer service, is there anyone else in my position where you have filed a other type petition and are still waiting a response over a week later? Edited, if you have any problems with another players post, please email us, don't post about it - Wrangler
Mercade	Posted - 2006.03.23 17:47:00 - [28] Just the other day I was at my favorite restraunt which is the most popular in the area ordering my favorite meal when I noticed they had a complaint box. I immediately thought that entitled me to expressing every single conceivable complaint. So I tore up a sheet of paper into 142 semi equal pieces and wrote out some issues I thought required immediate resolution by tomarrow. The napkins were not perpendicular to the table's edge. My Fork had 1 missing tong The contingency fork had a bent tong. There were flowers on one napkin and not another. etc etc etc Strangely enough after taking that box and cramming it full of complaints it took several days for them to sort through and get a response to me. The response was that they were happy I'd decided to do business with them for so many years daily and would to their best but it would take them time to sort through all these requests. Obviously I was the only person of importance in the entire restraunt for my 35minute average attendance and $12 bill so I expected more. I demanded they hire additional employees to sort through a complaints box. Frustrated with their lack of response I began speaking with ill will towards other diner's there near me. The majority were very happy with their service and had no general complaints but I inevitably found some slightly frustrated people on bad days who rallied to my cause. With a formal force to petition our desires we were able to reduce the overall quality of the restraunt by drawing from their otherwise near perfect service a portion of their laborforce to address the vital issues such as. Buttered white toast instead of dry white toast. The business since then has gone under but they're bulldozing it to the ground to put up a mcdonalds. I look forward to a greater degree of service through the same old regurgitated performance of the fast food industry. All in all, it was the best decision I ever made in life. On a serious note. Will you please excercise your consumer right and do business elsewhere. I think you'll find it an enlightening experience. As for me, I have been on servers down for days, watched friends help other developers steal their ideas and blatantly insult them. I've seen games turned entirely over at no regard to their customers to engage in profits and I've seen business people carving up a huge consumer base for revenue more times then I've seen gamers making a world for gamers like CCP does EVE. So if you want to be unhappy, express your concern with CCP staff or moderators. I'm sure they will do their best, if that's not enough, then leave. But if you start speaking to others like you think making waves will be productive, I might just have to pour hot coffee accidentally all over your future generations. I like my EVE, I like my CCP, and I like their efforts. Keep up the good work you rotten shark eating alcoholic gaming addicts on your geothermally powered state of the art electronic etch and sketch machines! Originally by: kieron ...possible causes for an extended downtime, I think playing WoW would be close to the bottom of the list, probably between shaving cats and having dental work done w/o anethesia.
Hafthor	Posted - 2006.03.23 18:13:00 - [29] Mercade makes a good point, and to answer the OP. Petitions made ingame get answered within minutes. Petitions filed under Other take longer because the ingame ones get answered in minutes and they usually require some research done by the GMs. -------------------------- "Speak softly and carry a big stick; you will go far"
Sarmaul	Posted - 2006.03.23 18:14:00 - [30] add "Free **" or "Boobies" to the subject line and you'll get a reply in 24 hours Originally by:** HippoKing I have a promble

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