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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
Breathing Helps	Posted - 2006.03.23 18:21:00 - [31] Well thank-you for your long pointless rambling, statements like "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." dont help anyone least of all CCP, if there is a problem that needs fixing the waves need to be made, stop being a fan boy and get some perspective. In my last post i asked if anyone was in the same situation i am currently in if it seems i am the minority fair enough but there is still a problem that needs to be resolved as to why petitions can fall thru the *****s and not be answered in a week. Im looking for some validation as to whether there is a support problem or not, most of the posts have been enlightening on this point and i appreciate people taking the time to respond.
Athren Soulsteal	Posted - 2006.03.23 18:42:00 - [32] The response time IS directly related to the problem. I began playing EVE again just as the last patch hit. There were several Issues lost items due to game changes 1. drone bays had gotten smaller so all my ships had too many drones in them and moving drones out of the bays caused them to get lost 2. the Getting stuck due to the patch bug 3. the, Not being able to move once fired at while in a mission bug 4. the Killing the target but server crashing (alot) and loosing the mission can bug. I posted the 4 issues. The first answered was #4 within 24 hours, GMS gave me the item I nweed to complete the mision. (note I would have perfered to have restarted the mission because I lost the bonus due to the bug. Number 2 and 3 were fixed when the patch was patched 3 days later. #1 has not been resolved and its going on 1 month 7 days now. I have provided screen shots, detailed information and done everything but their job for them but Im not sure if they know how to fix the problem. So I would say for the most part the customer service is OK for normal issues. But if you have any thing that is caused by a qurky bug forget it.. Me: Ok pull up my account and look in my thorax, see it says that I have 75m of drones. CCP: I see it but thats wrong you can only have 50m of drones now. Me: I understand that, open the drone bay and move one of the harvestor drones to the dock. CCP: Hey it dissapered... That should'nt happen.... ME: Ok, so can I have my drones back? CCP: I dont know what to do, this shouldn't happen and we are really busy right now, we will have to get back to you on this issue..... (1 month later) (bringggg) "Im sorry all our technical support people are busy helping other customers but you are important to us so please take a number and stay on the line.... Your number is 213432256m
Breathing Helps	Posted - 2006.03.23 18:47:00 - [33] Im sorry to hear you been waiting a month thats rediculous why cant they just remove the drones and give you new ones, saves you waiting for no reason. Solves your problem, doesnt explain the issue but you can get on with things at least.
Kylania	Posted - 2006.03.23 19:21:00 - [34] Originally by: Breathing Helps Im sorry to hear you been waiting a month thats rediculous why cant they just remove the drones and give you new ones, saves you waiting for no reason. Solves your problem, doesnt explain the issue but you can get on with things at least. That's the whole issue right there. Good customer service doesn't just quick fix a problem, than move on as if nothing happened. Once it's been proven that it's a development issue (as in the drones are disappearing) it's no longer a GM issue, it's now a Dev related issue because it's a game bug. While it sucks for the one user that doesn't get their drones for a while, it's necessary to escalate that issue so that the root problem can be found and fixed. It works that way in every other MMORPG as well. GMs simply don't have the tools and resources to fix corrupted character issues like the situtation with disappearing drones, so they can't fix it by just giving back the drones, or it'll keep happening again and again. Not all issues are quick fixes and some simply shouldn't be quickly fixed. Patience. :) -- Lil Miner
Ranger 1	Posted - 2006.03.23 19:39:00 - [35] I'm wondering just how may Thorax's you had full of Harvester drones, since you were able to show the GM the problem you had already experienced. Interesting problem though, as I know hundreds of people in game that had too many drones in their bay after the patch, but none that lost any when they moved them out to their hanger. Perhaps it had something to do with the fact that they were Harvesters... which would be a pretty specific bug as opposed to it affecting all drones. Personally I wouldn't even waste time over a 1 time glitch like that, but I suppose that's just me. Trivial issues just clog up the works, unless they are reoccuring. In which case, they are no longer trivial. Patch day always brings out the same 2 types of people. 1: "I'm an IT expert in RL, and they have done this all wrong" type. 2: "I'm a paying customer, fix it immediately or I quit" type.
Kraven Kor	Posted - 2006.03.23 19:50:00 - [36] You can support a company and still disagree with certain issues. I am also frustrated with their support, but not for response time. That is frustrating, but it is understandable to an extent. I think they do admirably at responding as quickly as possible, and I think they have very clear communication with their users. My problem is the constant "our logs don't show anything." I've only submitted maybe 10-12 petitions in the time I've been playing (about a year-and-a-half.) Of those, I think 5 were due to ship loss from "bugs." Once they reimbursed me. And I hear this from nearly everybody -- in fact, some of my "rich" friends (rich in EVE) have completely given up petitioning and just replace ships themselves. I really can't do that as I don't make much isk. Every time I've lost a ship to a fair fight or my own stupidity, I didn't petition. And believe me, I know when it is my fault because I sit at my desk cursing myself out for being stupid. The other problem is consistency -- it seems like the GM you get assigned has more to do with the results than "what the logs show." Now, we have a disadvantage here because they don't show us the logs so in the same light they can't "take our word" for petitions, we just have to "take their word for it" that the logs don't show anything. Sorry, I'm used to getting screwed over by any company with half a chance, so I have to be a little critical of such statements. Unfortunately, this is a he-said, she-said type of issue. I say I was stuck on a gate and couldn't log back in, they say "our logs don't show anything." And yeah, you post here and everyone says "stop whining" but go figure. I really think they need, first off, better logging because it is frustrating for someone like me to lose a ship to no fault of their own. I don't have a lot of play time and making isk is not easy for me, so losing ~50m to being stuck on a gate is beyond frustrating. Hell, I lost a ship once to a stuck issue while I wasn't even logged in and they refused to reimburse it. So those saying "support CCP or you suck" have it wrong. I do support CCP, I support them by continuing to pay and continuing to play. But that doesn't mean we should just ignore any possible problems with the game, the developers, customer service, the website, etc. In fact, they should welcome these conversations to see how they can improve and get more customers and lose fewer. That isn't to say they have to respond to every request -- you can't please all the people all the time. Grand scheme of things, they know where they are taking a beating and where they excel. We really don't. But to stifle any conversation of possible issues is not helpful.
Lemoning Lemming	Posted - 2006.03.23 20:09:00 - [37] CCP customer service, I would comment on my experiences but I would be banned. GM Arkannon, I refuse to comment on the grounds I would incriminate myself.
Breathing Helps	Posted - 2006.03.23 21:08:00 - [38] Superbly put Kraven that pretty much sums up exactly how i feel.
Winterblink	Posted - 2006.03.23 21:13:00 - [39] Originally by: Breathing Helps Superbly put Kraven that pretty much sums up exactly how i feel. While my own experiences have been extremely positive, it can't be denied that there are a lot of folks out there that have pretty negative experiences. I for one think that Kraven's summarized the issues extremely well, and I hope someone is taking notes that can raise this to the attention of someone who can try to do something about the situation. Warp Drive Active \| Nature Vraie
Breathing Helps	Posted - 2006.03.23 21:14:00 - [40] Cross thread http://oldforums.eveonline.com/?a=topic&threadID=313134&page=1 According to Wrangler there are 3700+ petitions outstanding, CCP do have a problem then it seems.

kieron	Posted - 2006.03.23 21:19:00 - [41] As Wrangler pointed out, the Bloodlines patch hit the GM team hard, and as of Tuesday, the petition queue was at over 3,500 petitions. Dev team members have been helping out with the queue as they have found the time, and all involved are working diligently at providing quality customer support. Unfortunately, GM response time for reimbursement requests and similar petitions that require some investigation have suffered. On behalf of the GM and Dev teams, I ask for some patience. We are doing the best we can to answer all the petitions fairly, equitably and swiftly. kieron Community Manager, EVE Online

Breathing Helps	Posted - 2006.03.23 21:24:00 - [42] I understand what you are say Keiron, but exactly how much patience is required where exactly do we draw the line here? A month? 3 months? A year? The fact is the answer is you dont know, the problem could get much worse or it could get better. That doesnt help anyone, fair enough they got people trying to help out but thats not good enough it needs to be resolved they need more staff.

kieron	Posted - 2006.03.23 21:54:00 - [43] BH, Unfortunately, I cannot provide an answer for you, other than the one I have given you. Applications for the GM team will open in the coming months, and with less restrictions than have been on them in the past. Until that time, we can only continue to do as we have been. kieron Community Manager, EVE Online

Athren Soulsteal	Posted - 2006.03.23 22:53:00 - [44] To answer the question, I had 4 Thorax. In all I had ( I have been giving my ships to corp members) 14 Crusers, 12 Indys and 5 Battleships (not to mention 30+ frigs) Back when I played the game, I mfg every frig, cruser, indy and lvl1 BS in the game. (see my post on the dissiparing BPs). Like I said for most stuff the support is great but for real problems... well it's like tring to get tech support for a new computer. If the problem is simple (the mouse is not pluged in) then the support is ok, but if it's not simple (the partition'f Fat has been corupted) then you will get.. "Im sorry but that problem is not in my answer book so I will need to have my supervisor (an actuall tech)* handle the problem"*
Arkanor	Posted - 2006.03.23 23:13:00 - [45] I've only filed 2 petitions, for getting stuck. Each was resolved within 1 hour.
Sarmaul	Posted - 2006.03.23 23:24:00 - [46] Originally by: Arkanor I've only filed 2 petitions, for getting stuck. Each was resolved within 1 hour. stuck, exploit and harrasment petitions go to the front of the queue. it's the "other" catagory that takes ages to answer (and are often the petitions that require the most work to solve) Originally by: Tassi Projectile very overpowdered
Breathing Helps	Posted - 2006.03.23 23:25:00 - [47] Thanks for responding Keiron, you answered the question they basically not gonna do anything at all they have thousands of petitions and basically we gotta wait for months until they get around to answering them. Pathetic tbh but sod all ppl can do, but im sure CCP can afford the staff to keep taking our subscriptions
Grainsalt	Posted - 2006.03.23 23:29:00 - [48] Personally ... Playing Halo / Ogame and weirdly enough learning to write games in C# (its hard) whilst I wait for a few weeks and get my main sorted... Its hard to pay for something not to be able to play it, but pfffft, what can you do... CCP are overloaded, we have to wait. We have no choice. BabyBlue:- "I propose CCP make USB powered genital electrodes compulsory for pod pilots, activated when hull < 5%. "
Menkaure	Posted - 2006.03.24 00:22:00 - [49] I'm currently sat @ 14 days and counting....
Kerushi	Posted - 2006.03.24 00:24:00 - [50] Edited by: Kerushi on 24/03/2006 00:24:40 Originally by: kieron BH, Unfortunately, I cannot provide an answer for you, other than the one I have given you. Applications for the GM team will open in the coming months, and with less restrictions than have been on them in the past. Until that time, we can only continue to do as we have been. where do i apply? yea yea i know, u must live in iceland, but with all the hot chicks and beer, who will complain and not to mention being logged on to eve all day ________________ I don't DO graphics, here's a sig anyway, wubwoo - Cortes lol thanks :-)
Robet Katrix	Posted - 2006.03.24 01:10:00 - [51] ive had issues with customer service, lost ships due to "glitches" and got nothing back, been stuck numerous times and been moved, all in all, im quite pleased with customer service. I find it hard to understand why someone would need to go make a malicious thread on the forums though. You haven't even mentioned what your petition was. THAT's what I would REALLY like to know.
Admiral Pieg	Posted - 2006.03.24 02:00:00 - [52] made a petition the 13th of this month, almost two weeks ago, still pending... ______________ Pod from above.
Felix Cole	Posted - 2006.03.24 02:49:00 - [53] Originally by: Hllaxiu 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... Hey Hllaxiu I acctually played SWG in Beta and at launch until just before all the combat rebalance hoopla came up. The petition system in SWG, I personally found to be really really good. The biggest issue I ever had was a statue getting stuck in the middle of my house causing crafting stations and stuff to not be useable as well as other tiems to be bugged. I paged a few times and got the usual dunce reply that you would expect from customer service, but as soon as a GM came and saw the problem he said "wow Ive not heard of this happening, ill pas it onto QA also and fix it for you now" then he stuck around and fixed it and then afterwards, he apologised for doubting me and gave me his email address and promised to come first time with no hassles, anytime I had a issue and did so as he promised for everything else I ever paged for. I also had another GM do the same over a Guild deed I made for Tatooine that couldnt be placed on Lok. The GM came looked at it, fixed and gave his email and said the same thing. I never waited such a long time for a petition. I have played heaps of games since Ultima Online (UO, DAoC, MCO, E&B, SWG & WoW) where I dealt with heaps of GMs, and since then Ive had really good bad experiences with Customer Support but Ive never had to wait over a month for a petition to be answered or corrected. Hence why I say it makes me wonder.
Breathing Helps	Posted - 2006.03.24 23:38:00 - [54] What is most annoying is it seems CCP are just ignorant to the fact that they have 3500 petitions weeks old and what they think they just gonna wish it away. There is talk of release of Kali and that will only make things 100 times worse as lets face it they just dont test the patches, or rather they do but its the same excuse everytime.... "We did test it but the test server doesnt have the same infrastructure" Something needs to be done, im not saying CCP dont work hard but they need to work smarter and have the right amount of staff to deal with these issues. Subscriptions are on the increase it isnt going to get better and employing ONE more GM u think thats gonna solve it?
Breathing Helps	Posted - 2006.03.25 12:23:00 - [55] Well do you?
Sarmaul	Posted - 2006.03.25 12:30:00 - [56] Originally by: Breathing Helps What is most annoying is it seems CCP are just ignorant to the fact that they have 3500 petitions weeks old and what they think they just gonna wish it away. Have you seen anything that states CCP are trying to "wish away" the petition queue? There is only one way of clearing 3500 petitions that doesn't including deleting them all, and that's to process each and everyone one as fast as possible. Yes it's going to take time, but it can be done. Originally by: Breathing Helps There is talk of release of Kali and that will only make things 100 times worse as lets face it they just dont test the patches, or rather they do but its the same excuse everytime.... "We did test it but the test server doesnt have the same infrastructure" Kali won't be coming out for a VERY long time, and the petition queue should be sorted well before then. Originally by: Breathing Helps Something needs to be done, im not saying CCP dont work hard but they need to work smarter and have the right amount of staff to deal with these issues. The system always gets clogged up after patch day. Unless you've ever worked in or run a customer service department you have no idea how stressful and time consuming it is. It takes months to train people in the ways of the game, how to properly use the logs, etc. If CCP could magic up 200 fully trained CS staff on demand they probably would. Originally by: Breathing Helps Subscriptions are on the increase it isnt going to get better and employing ONE more GM u think thats gonna solve it? what? Originally by: Tassi Projectile very overpowdered
Kunming	Posted - 2006.03.25 13:04:00 - [57] My bio was bugged 4 months ago (december 05), because some chars were not supported by the new unicode. I petitioned immediately and got told after 2 weeks that they will NOT fix my bio and that I should wait for a unicode patch. A month later there is a small patch with some unicode fixes (say the patch notes). I go check my bio, nothing fixed. Only months later with the bloodlines patch is my bio fixed. Now a bugged bio is not a game breaking thing, but it is part of the product I paid for. How would CCP feel if I paid my subscribtion only partially? How difficult can it be to remove a frikkin bio? (I see bio's being moderated cause of their offensive content constantly) What kind of impression would it had left on the customer had a GM taken his sweet 5mins to clear a database entery? The first mail is always an auto-response telling you they have their hands full, sometimes I seriously doubt they have any hands at all! Website Kaos Empire Killboard
Breathing Helps	Posted - 2006.03.25 16:48:00 - [58] "The system always gets clogged up after patch day. Unless you've ever worked in or run a customer service department you have no idea how stressful and time consuming it is. It takes months to train people in the ways of the game, how to properly use the logs, etc. If CCP could magic up 200 fully trained CS staff on demand they probably would." So knowing full well this occurs would you not already have staff in and trained them to deal with this and yes I have run a customer services department, if they have proper training and reference material no it doesnt take months to train people up. Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I like CCP, i support CCP, they do a lot of good stuff and work hard at it. But that doesnt mean i have to say nothing when there is quiet obviously a problem.
Sarmaul	Posted - 2006.03.25 17:36:00 - [59] Originally by: Breathing Helps Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I may be plenty of things, but I am definatly not a fan boy. I whinge a lot more than I praise, it just so happens I think you are wrong in this case. Originally by: Tassi Projectile very overpowdered
M3ta7h3ad	Posted - 2006.03.25 17:40:00 - [60] Originally by: Sarmaul Originally by: Breathing Helps Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I may be plenty of things, but I am definatly not a fan boy. I whinge a lot more than I praise, it just so happens I think you are wrong in this case. /me vouches for this. ----- Memorable Quotes <Jarltan Dimtras> OH MY GOD MY GF IS A DUDE
Kerushi	Posted - 2006.03.25 17:44:00 - [61] i`ll add something aswell regarding customer service cause they`re getting spanked badly i have had several petitions, from junk to 3 stuck chars due to an "oops" to account problems and ALL of them were handled examplary so i`m damn impressed/happy with CS respond time and handling! and fanboy or not, what ever i`m classified as, i whine alot ingame at times when server has a few hickups or running into annoying bugs ________________ I don't DO graphics, here's a sig anyway, wubwoo - Cortes lol thanks :-)
Mercade	Posted - 2006.03.25 17:50:00 - [62] Originally by: Breathing Helps "The system always gets clogged up after patch day. Unless you've ever worked in or run a customer service department you have no idea how stressful and time consuming it is. It takes months to train people in the ways of the game, how to properly use the logs, etc. If CCP could magic up 200 fully trained CS staff on demand they probably would." So knowing full well this occurs would you not already have staff in and trained them to deal with this and yes I have run a customer services department, if they have proper training and reference material no it doesnt take months to train people up. Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I like CCP, i support CCP, they do a lot of good stuff and work hard at it. But that doesnt mean i have to say nothing when there is quiet obviously a problem. Maybe being I run a small business. Maybe seeing as I've seen how tough it is to balance work force, all the needs of a business, and the fluxing inflow of customers. I don't know but I admire CCP for their work especially considering that this all began through hard work and at times months without salary for any employees. This isn't a mega gaming group launching a title, it's literally gamers. I tend to cut them alot of slack because what they do do, even though it's not perfect, is miles ahead of their competition who at times with 5million customers and quarter billion in box sales can't hire someone to tell you the time let alone what's going on. So when they ask for patience, I give it. Because they at least seem sincere, and do their best. To say to them, you have issues and need to fix it is rather obvious to a company like them who cares about the community. I feel there comes a point when if you are a customer, and you are interested in the game's success you have to realize something vital. People's opinions on a game are huge. People are easily swayed. So if you like this game, and you make disparaging posts beyond letting the developers know how you feel, sure you incite change. But this isn't boycotting your local metro system. You threaten their livelihood. The fact of the matter is the more people who like their game, the more income a small company like this makes, and the better chance they can hire someone to help. So becareful when you complain publicly. You may end up undoing the very hard work they are commiting to be able to afford the attention you demand. 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.

Wrangler	Posted - 2006.03.25 22:22:00 - [63] Originally by: M3ta7h3ad Originally by: Sarmaul Originally by: Breathing Helps Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I may be plenty of things, but I am definatly not a fan boy. I whinge a lot more than I praise, it just so happens I think you are wrong in this case. /me vouches for this. Yea, me too. [Read the Rules!] - [Contact us]

Sarmaul	Posted - 2006.03.25 22:28:00 - [64] Originally by: Wrangler Originally by: M3ta7h3ad Originally by: Sarmaul Originally by: Breathing Helps Why is it you keep making excuses for these ppl, its a typical fan boy response. If you are going to post please be objective about a solution not brush it under the carpet and try to justify it away. I may be plenty of things, but I am definatly not a fan boy. I whinge a lot more than I praise, it just so happens I think you are wrong in this case. /me vouches for this. Yea, me too. It's people like me that keep you in business btw, what comes after a week-long ban? I'm due a break from the forums Originally by: Tassi Projectile very overpowdered
Kumq uat	Posted - 2006.03.26 01:00:00 - [65] What causes delays are stupid people. I have a true example. RangerXT is on a mission with someone else with him. During this mission his buddy gets popped. Ranger heads to his can and is next to it and he starts getting attacked. He is in a CNR BTW. So what does Ranger do? He turns on his smartbomb, blows the can, and gets a visit from his friendly local Concord official. Ya know, you prolly should have remembered that blowing the can with your smartbomb would aggro Concord. But he petitioned and CCP gave him back his CNR. Me? I would have let him burn for his stupidity Tired of mining the same looking rock for thousands of hours you care bear you? www.freeallegiance.org www.eve-pirate.com author and goat molestor.

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