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Non-exsistant customer support?

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Ginger Magician	Posted - 2006.04.08 15:20:00 - [1] My last 2 experiences with EVE customer support have been very poor. My previous incident occured around the time of the password/login scammers and I did not receive any response at all.Recently I have had an incident where my alts delivered 5 research jobs to my corp hangar and the bpos being researched simply vanished.It is now 5 days since this incident with nothing more than 2 automated responses.Given that I have lost multi-million isk bpos entirely at the game's fault I would have expected a less tardy reaction. What is the general feeling about customer support within EVE?
Gungankllr	Posted - 2006.04.08 15:26:00 - [2] They've got stabs on.
Rellik B00n	Posted - 2006.04.08 15:27:00 - [3] For a company that by all accounts consists of 10 norwegians hooked up to beer drips i think they do ok. you could always go play a game by EA..... .
Eternal Fury	Posted - 2006.04.08 15:29:00 - [4] I can't comment on Eve support, seeing as I'm only about 2.5 months old, but for MMO's in general, if an issue isn't fixed in 3 days, I consider it bad customer support. with in game GM's, stuff like that should be fixed on the fly. If it's a software issue, I expect it to be fixed the next business day. I'm afraid I'm spoiled when it comes to MMO customer service becuase of the fast response times for another MMO I play, City Of Hero's/Villians. I know NCSoft(publisher/CS) is hugh in comparison to CCP, but it's still customer support. For your missing BP's, a Petition to a GM should have a response time under an hour, idealy under 15 min's. They should be able to check the records of the build, check your logs to see if you recieved the BP back, and so on, and if it's not there, see from the build job start logs which BP's it was, and issue replacement ones to you. It really shouldn't take more then a few minutes for a GM to fix. It really shouldn't take too long. demand is greater then supply = high price. supply is greater then demand = low price.
Ginger Magician	Posted - 2006.04.08 15:36:00 - [5] All GM'S ever do is tell u to file out of game petition.What do u think was the first thing I did as soon as this happened? I even pleaded with the GM to help me imediately but to no avail.Another funny thing is that they always give u the link ingame to the ask a question page.This ingame link has never worked for me in 3yrs. Everytime I file a petition from the web page I have to use a new email address as well otherwise it just comes up that this email is already in the database etc etc error error. The whole system is a joke.Out of maybe 200 petitions I think i received stuff back maybe twice.These bpos are gone and I will never get them back or receieve compensation I'm quite sure of that but my point is that this sort of experience for new players must be very offputting.
HippoKing	Posted - 2006.04.08 15:45:00 - [6] Customer support have always been nice to me. I get resposnes within the hour, and the issue is usually dealt with well. On one occaision, i was given completely false information by a GM, but otherwise, its been really good for me. Win a Cerberus!! 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
Asestorian	Posted - 2006.04.08 15:52:00 - [7] All times I have used Customer Support I have had good reply times and help. I hear all these people saying they are having 5 day delays, but the longest I've had to wait for something was 1 day, most of the petitions I send in are answered within 15 minutes to an hour, though I don't really send many at all.. --- ---
Rusom Rokath	Posted - 2006.04.08 15:58:00 - [8] I'm currently having a similar issue as the OP, two high value bpo's are in a state of ultimate lockdown. I can see them from the accounts/lockdown tab of the corpscreen, but that's about it. I know what caused this, I've bug reported it and was kindly directed to the 'ask a question' page by the GM who handled my stuck petition about it. I've asked them if it was possible to nudge someone to have a look at it asap, as this basically has put a stop to my income. I have a sneaky suspicion that it's going to be over a week before I get a response though. At least that's how long it took for a ship loss petition to get handled only last week. So yeah, I agree it would be nice to have more options than waiting less than an hour (stuck, exploit petitions), or 7 days (anything else). Overall though, I think they're doing a good job, only gripe I have is that not every GM seems to handle cases in the same way. My experience is that there isn't a lot of consistency in the actions of different GM's on similar cases. Then again, they're only human.
Original MoO	Posted - 2006.04.08 16:08:00 - [9] Originally by: Ginger Magician Recently I have had an incident where my alts delivered 5 research jobs to my corp hangar and the bpos being researched simply vanished. Yep this happened to our Ferox BPO, took them over a month to fix the problem after numerous petitions, but everything else ive had to petition has been fixed straight away, dont think they believe us or something when we tell them we lost BPO's
xPreatorianx	Posted - 2006.04.08 16:12:00 - [10] Alot of the times there ques are backed up last time i pettionted a ship(lost due to extreme lag) took them 3 weeks to finally replace it! Just give them time m8 and maybe after a week update your pettion and say hey ive been waitin for a week and this isnt resolved yet can you please help me out. Thats what i did and within about 1 hour it got sourted! So just be patient.
Liet Traep	Posted - 2006.04.08 16:18:00 - [11] Originally by: Rellik B00n For a company that by all accounts consists of 10 norwegians hooked up to beer drips i think they do ok. you could always go play a game by EA..... I'm still going through EnB withdrawals thank you very much. Never again.
Acheron Cyc	Posted - 2006.04.08 16:18:00 - [12] With the excesive whinning you have made in these boards about CCP and such, I wouldn't be surprised if they did that on purpose As for me, never had a bad customer service, always got a reply in a few hours, at most. ------------------------------------------ "To do something right it must be done twice. The first time instructs the second." Simon Bolivar. Sig no longer virgin - Wrangler Me>Wrang
Shirk	Posted - 2006.04.08 16:38:00 - [13] I'm sure there are more then enough stories like this... I've had pretty much the same experience and it has taught me something. Unless it's really really big iskies... don't bother filing a petition. It's not that I'm really complaining too much. I haven't had enough of a loss to force myself to go through the ropes of getting ignored. So when some zydrine disappears, a skill book vanishes or other such non-sense... I move on and spend my time doing better things. On the positive side, I've had replies in less then 5 days before though. Maybe they should empower the GM's a bit more and implement a review policy to ensure there is a proper check/balance system. Though, with my system, if everyone stops complaining... support should be great for the few people who still try!
Koba Kyogen	Posted - 2006.04.08 16:40:00 - [14] I can guarantee you that Sony Online Entertainment's customer support is worse tahn CCP's ten fold. Anybody who stumbles across this post, and is a SWG veteran, will agree. I hope they return your blueprints and whatever else may have gone poof. Koba Wrangler будет маленькой осадкой сегодня! Он будет все еще моим другом однако! English only on the forums please, Thank you - Ductoris
HippoKing	Posted - 2006.04.08 16:42:00 - [15] am i the only one who gets respones through in under an hour? i feel wubbed \/ Win a Cerberus!! 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
Koba Kyogen	Posted - 2006.04.08 16:51:00 - [16] Well HK - they see your name every 15 mins of every day, so in a sense, you're family English only on the forums please, Thank you - Ductoris
HippoKing	Posted - 2006.04.08 16:53:00 - [17] well, i'd hate to think there was favouritism going on... but keep up the good work guys Win a Cerberus!! 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
Kerushi	Posted - 2006.04.08 16:56:00 - [18] same here... escrow set restricted as logs confirmed, and it was changed to a public by the server and all u get is a threath of account flagging of wasting CS time while logs show otherwise heh ________________ I don't DO graphics, here's a sig anyway, wubwoo - Cortes lol thanks :-)
Corunna ElMan	Posted - 2006.04.08 16:56:00 - [19] Originally by: Koba Kyogen I can guarantee you that Sony Online Entertainment's customer support is worse tahn CCP's ten fold. Anybody who stumbles across this post, and is a SWG veteran, will agree. Indeed. anyone who thinks that CCP's customer service is bad should be sentenced to play SWG for a year. There, you will learn the true meaning of suffering as your petition is slowly digested over a period of a thousand years... It's not that you're 'roleplaying a jerk'... it's a matter of typecasting.
Warla	Posted - 2006.04.08 17:18:00 - [20] CCP's customer support is the worst one i have ever seen, sorry but i wait now for 10!! days on a reaction from the support, nothing happens, only 2 automatic responses.
Corunna ElMan	Posted - 2006.04.08 17:28:00 - [21] Originally by: Warla CCP's customer support is the worst one i have ever seen Welcome to your first MMO. It's not that you're 'roleplaying a jerk'... it's a matter of typecasting.
Koba Kyogen	Posted - 2006.04.08 17:29:00 - [22] Originally by: Corunna ElMan Originally by: Koba Kyogen I can guarantee you that Sony Online Entertainment's customer support is worse tahn CCP's ten fold. Anybody who stumbles across this post, and is a SWG veteran, will agree. Indeed. anyone who thinks that CCP's customer service is bad should be sentenced to play SWG for a year. There, you will learn the true meaning of suffering as your petition is slowly digested over a period of a thousand years... lol So true, I'm of the impression that S.O.E doesn't even have a customer support team. They just bought a seperate blade server to store all the petitions on. Kinda like writing a letter to Santa Claus, if you get what you asked for, it's a miracle. Koba English only on the forums please, Thank you - Ductoris
Ange1	Posted - 2006.04.08 17:30:00 - [23] Edited by: Ange1 on 08/04/2006 17:31:24 Lets face it, every customer support center from reputable companies have their good weeks and bad weeks. I understand fully. One week all our customers will be quite happy with us, next week, we might have several angry ones because of mistakes or delays or simple workload. The Establishment is at your service...
Galk	Posted - 2006.04.08 17:37:00 - [24] Originally by: Corunna ElMan Originally by: Warla CCP's customer support is the worst one i have ever seen Welcome to your first MMO. Yes and this is entirely the problem. ANY other industry had the buisness practice of mmo/mmorg game companies on customer services issues like this would get slaughterd by regulation watchdogs. Unfortunately the industry lives in the darkages, it suits the gaming companies to continue this way, so little will ever change. You would think in a industry worth millions things would be different, sadly i don't see it comming... what makes this industry different is customers are sterotyped as gamers.. so somewhere along the line, we don't seem to matter. ______ Long ago one gorgeous night, we let the stars grow free. We let Zhuge do that once, he came back carrying a traffic cone, a forsale sign and three empty bottles of dutch lager. He also lost his Zimmer Frame... - Imaran
Corunna ElMan	Posted - 2006.04.08 17:43:00 - [25] I take it you've never worked that sort of job before? Imagine being inundated with requests. first you have to figure out what some of them even mean (take a look at the abysmal grammar and spelling on this very forum to see what I mean), then you have to determine which ones are real petitions and not just bugs or misunderstanding the way the game works; then you need to triage the remaining ones and prioritize them for response... then comes the research, the inevitable vagaries and information the customer failed to include, and finally the confirmation that the issue is genuine. Then, and only then, can a response be forthcoming. This wouldn't take too long if you were their only customer... It's not that you're 'roleplaying a jerk'... it's a matter of typecasting.
Tekka	Posted - 2006.04.08 18:13:00 - [26] They dont care about you ginger, neither do we. »»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»
Galk	Posted - 2006.04.08 18:14:00 - [27] What can i say, first it was the 'old' compare to another companies support, then the other 'old' one of you don't know how tough it is. There's little point in me giving views tbh, other service industries get it 'right' with much the same issues you talk about (miscommunication ect, triage in responces) Ofcourse this doesn't allways click, difference is and the point i was making is that in the mmo industry this practice continues reguardless because there is no regulation to force change. I base my views on this of personal experience of eves customer services and the bitter experience i sufferd. Had they been another party, what transpired wouldn't have. Why i often get rather passionate on the issue when it comes up and allways say the same thing. ______ Long ago one gorgeous night, we let the stars grow free. We let Zhuge do that once, he came back carrying a traffic cone, a forsale sign and three empty bottles of dutch lager. He also lost his Zimmer Frame... - Imaran
Astorothe	Posted - 2006.04.08 18:27:00 - [28] I've recently had a very poor customer service response where I was passed on 5 times (total of 6 people) to solve a very simple query. It was finally solved by a senior CCP person (of which I am grateful) but it should not have taken 6 people and over a week to solve in the first place. I wont go into the specific details here because the forum rules prohibit it and I respect that. In my honest opinion, CCP do not have the worst support (as was stated above) but they definately have some work to do on their current support system in order to bring it up to scratch with a company with over 100,000 paying customers. Supporting 100,000 subscribers (a lot of whom are most likely difficult customers - we all the know type) can not be easy - but they have got too if they want to grow the player base. I think CCP are aware of this already considering the amount of surveys they tend to email out. My 2c. Eve Corp for the Role Players Gaming Network Members
Corunna ElMan	Posted - 2006.04.08 18:34:00 - [29] Originally by: Galk the point i was making is that in the mmo industry this practice continues reguardless because there is no regulation to force change. News flash for you - there's no regulation on customer service response in any other industry, either. Even in software, you're protected by the warranty - which is detailed in the EULA and which you accepted. Your only real recourse if you're dissatisfied is to vote with your wallet (as many of us did with SWG). If you keep paying them every month, the message you send is "this is good enough to give you my money for" and your words become meaningless in light of your money. It's not that you're 'roleplaying a jerk'... it's a matter of typecasting.
Hellspawn01	Posted - 2006.04.08 18:48:00 - [30] Originally by: Ginger Magician All GM'S ever do is tell u to file out of game petition.What do u think was the first thing I did as soon as this happened? I even pleaded with the GM to help me imediately but to no avail.Another funny thing is that they always give u the link ingame to the ask a question page.This ingame link has never worked for me in 3yrs. Everytime I file a petition from the web page I have to use a new email address as well otherwise it just comes up that this email is already in the database etc etc error error. The whole system is a joke.Out of maybe 200 petitions I think i received stuff back maybe twice.These bpos are gone and I will never get them back or receieve compensation I'm quite sure of that but my point is that this sort of experience for new players must be very offputting. Those problems are only a very small part of the eve popultation that suffer them. Maybe go to the test server and speak with a BH about your problems. Maybe they know how to solve it (if the GMs cant) so future trouble can be avoided. ------ Ö Ship lover

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