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Ginger Magician
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Posted - 2006.04.08 18:56:00 -
[31]
 Originally by: Tekka
They dont care about you ginger, neither do we.
Maybe not but the large number of views and replies that any post I make tends to get means that today is a pretty poor day pr wise for CCP customer support.
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Corunna ElMan
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Posted - 2006.04.08 19:31:00 -
[32]
LOL. Oh yes, because it would be a dark day indeed if you didn't get your way...
You have an overinflated sense of your own self-importance. No one's going to decide to quit EVE just because your petition went unanswered - not even you. So who the hell are you kidding?
It's not that you're 'roleplaying a jerk'... it's a matter of typecasting. |
Homecall
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Posted - 2006.04.08 19:42:00 -
[33]
Best thing is never to mix customers and customer support bad bad combination 
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Raven Aure
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Posted - 2006.04.08 19:45:00 -
[34]
Originally by: Homecall
Best thing is never to mix customers and customer support bad bad combination
I can't stand half of my custards...
______________________
"Ahh, Raven Aure. Your reputation precedes you."
"Uh oh. Which one?"
Originally by: Density5
brb gotta sleep
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HippoKing
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Posted - 2006.04.08 19:48:00 -
[35]
guys, leave ginger alone. he's just roleplaying someone who was dropped on their head as a baby. Repeatedly.
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
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Jacob Matar
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Posted - 2006.04.08 19:53:00 -
[36]
Doesn't CCP contract out it's out of game tech support? I recall reading that somewhere.
_
It has returned... |
Astorothe
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Posted - 2006.04.08 20:43:00 -
[37]
It's very fragmented. They have GM Support, Tech Support, Eve Store Support, Support from the publishers of E ON Magazine (dont recall the name), and then the ISD staff.
You tend to get hand balled from one to the other until its dealt with. I find the best ones are the GMs themselves who usually sort it out for you quite quickly - the trick is getting them in the first instance and not the other mobs.
Eve Corp for the Role Players Gaming Network Members |
Raven Aure
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Posted - 2006.04.08 20:46:00 -
[38]
Originally by: Astorothe
It's very fragmented. They have GM Support, Tech Support, Eve Store Support, Support from the publishers of E ON Magazine (dont recall the name), and then the ISD staff.
You tend to get hand balled from one to the other until its dealt with. I find the best ones are the GMs themselves who usually sort it out for you quite quickly - the trick is getting them in the first instance and not the other mobs.
I seem to remember that ISD don't like being called a "mob".
Drunken band of delinquents maybe..
______________________
"Ahh, Raven Aure. Your reputation precedes you."
"Uh oh. Which one?"
Originally by: Density5
brb gotta sleep
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Astorothe
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Posted - 2006.04.08 20:48:00 -
[39]
LMAO!!!
I stand corrected. 
Eve Corp for the Role Players Gaming Network Members |
slip66
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Posted - 2006.04.08 20:58:00 -
[40]
Never had a issue in the 2+ years ive played.
Originally by: StOrM ViPeR
Theres a skill called surgical strike in game I've learned that it actually stands for Band of Brothers |
Raven Aure
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Posted - 2006.04.08 21:08:00 -
[41]
I've had the odd 2-week petition. Apart from that, no real complaints.
______________________
"Ahh, Raven Aure. Your reputation precedes you."
"Uh oh. Which one?"
Originally by: Density5
brb gotta sleep
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Don Carn'age
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Posted - 2006.04.08 21:53:00 -
[42]
I have no real complaints about the gm's or the petition system as they are normally quite good.
Only thing I can moan about is the current problem I am facing and the complete lack of logic behind the tech support departments troubleshooting methods and ideas. I have this problem where I crash to desktop whenever I am in combat with more than one person. Thisa only happens with one character none of the 8 that are played on my computers / network be it my flat mates or friends yet the techs are trying to tell me its my internet connection. Lack of logic there.
Other than that no complaints
_______________________
(\_/)
(O.o)
(> <) This is Bunny. Copy Bunny into your signature to help him on his way to world Dominatin |
mrg29
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Posted - 2006.04.08 22:26:00 -
[43]
Originally by: Ginger Magician
Originally by: Tekka
They dont care about you ginger, neither do we.
Maybe not but the large number of views and replies that any post I make tends to get means that today is a pretty poor day pr wise for CCP customer support.
its the same principle as when people slow down to look at a traffic accident or go to see a freak show.
they know they might see something unpleasant.
they know what they see might upset them.
they know they really shouldn't look.
but they just cant help it.
-
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Cypherous
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Posted - 2006.04.08 23:10:00 -
[44]
The EVE tech support is great bearing in mind they have to actively support 110k accounts, EA only deal with occasional issues so its really not a fair comparison.
O RLY?! --Jorauk
Way cooler than Jorauk - Cortes |
Felix Cole
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Posted - 2006.04.09 00:25:00 -
[45]
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.
I hope they return your blueprints and whatever else may have gone *poof*.
*stumbles across your post*
I disagree with you 100%. All my experiences with Sony where good and I never waited as long as I did for help like with CCP.
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Corunna ElMan
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Posted - 2006.04.09 04:44:00 -
[46]
Edited by: Corunna ElMan on 09/04/2006 04:44:52
Originally by: HippoKing
guys, leave ginger alone. he's just roleplaying someone who was dropped on their head as a baby. Repeatedly.
Typecasting... see my sig 
It's not that you're 'roleplaying a jerk'... it's a matter of typecasting. |
DarkElf
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Posted - 2006.04.09 15:49:00 -
[47]
Originally by: Ginger Magician
Out of maybe 200 petitions I think i received stuff back maybe twice.
You ever heard of the little boy who cried wolf?
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Ginger Magician
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Posted - 2006.04.09 16:01:00 -
[48]
NO who was he?
Hehe.But in all seriousness these long delays in answering petitions are unacceptable.
Surely with 110k paying customers they can afford to employ either a better system or more staff.I'm sure that some petitions are spurious and hopeful we all know that but those that are genuine and should be reimbursed need more priority.
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Corunna ElMan
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Posted - 2006.04.09 16:34:00 -
[49]
I think you missed the point.
Seems that most people get prompt responses - the fact that yours are delayed may be because you're abusing the system.
200 petitions? They're probably tired of seeing your name all the time.
It's not that you're 'roleplaying a jerk'... it's a matter of typecasting. |
Reiisha
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Posted - 2006.04.09 20:04:00 -
[50]
Originally by: Ginger Magician
Out of maybe 200 petitions I think i received stuff back maybe twice.
And you wonder why they need so much time?
They're obligted to read through *every single one* by contract. You're making the load worse for everyone else too....
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Raven Aure
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Posted - 2006.04.09 20:08:00 -
[51]
Originally by: Reiisha
Originally by: Ginger Magician
Out of maybe 200 petitions I think i received stuff back maybe twice.
And you wonder why they need so much time?
They're obligted to read through *every single one* by contract. You're making the load worse for everyone else too....
Er... just wishing to point out that people are jumping to conclusions here. He didn't say he put ALL 200 petitions in at the same time. They may well have been seperate incidents.
______________________
"Ahh, Raven Aure. Your reputation precedes you."
"Uh oh. Which one?"
Originally by: Density5
brb gotta sleep
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Ann Mari
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Posted - 2006.04.09 20:10:00 -
[52]
Originally by: Cypherous
The EVE tech support is great bearing in mind they have to actively support 110k accounts, EA only deal with occasional issues so its really not a fair comparison.
hehehehehehe... Less bugs?
///End
"There can be no justice, if rules are absolute"
"The enemy of my enemy, is my friend"
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Corunna ElMan
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Posted - 2006.04.09 20:38:00 -
[53]
Originally by: Raven Aure
He didn't say he put ALL 200 petitions in at the same time. They may well have been seperate incidents.
That's understood... the point still stands - someone who submits that many issues (no matter how long the time period) is occupying an inordinate amount of customer service resources. This impacts the overall response time.
Some people will petition just about anything - whether it's justified or not. Tere's a girl in my corp who seems to petition every time she loses a ship - because it can't possibly ever be her fault, it "must be" lag or bugs or whatever. 
I can't imagine that Ginger has had over 200 valid, serious matters that required such intervention. So I can imagine that, by now, Customer Service handles any of his issues at a low priority. That's what's meant by "the boy who cried wolf".
It's not that you're 'roleplaying a jerk'... it's a matter of typecasting. |
Ginger Magician
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Posted - 2006.04.10 15:42:00 -
[54]
200 is probably a slight exxageration but don't forget I have been playing a very long time and I have 2 accounts plus I have killed more ships and pods than any other player in the game.And lost a few too.
Still waiting for response to my petition btw.
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Astorothe
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Posted - 2006.04.10 15:46:00 -
[55]
In all seriousness mate, if you are having a problem with an ongoing support petition, you should just escalate it to one of the senior GMs / ISD support. Thats preceily what it says to do anyway in the forum rules.
Dont keep on waiting - that will just frustrate you more. Sometimes these things fall through the *****s. Escalate it, and it will get sorted. Trust me.
I had a delay once (got passed from pillar to post) but once Wrangler & Kieron was aware of the issue, it was sorted within 24 hours flat - so Kudos to them.
Escalate is your friend.
Eve Corp for the Role Players Gaming Network Members |
Jacobz
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Posted - 2006.04.10 15:51:00 -
[56]
Originally by: Rellik B00n
you could always go play a game by EA.....
Well said, or WoW for that matter...uhh no wait delete your WDB and WTF folder it fixes everything.
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Epyik
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Posted - 2006.04.10 17:14:00 -
[57]
You guys should really cut them some slack, my job is also tech support and it's not a simple "Yes. No. WeÆre done" process. There are only so many people that do this job and they can only work so many hours a day and so many days a week. I can't tell you how many times I've come to work at 8am and I've got tickets from people posting at 2AM screaming in all caps that they need help right then and there all the while failing to observe our hours of operation. Not only that, but when they haven't received a reply after 10 minutes they start creating more tickets which only serves to **** me of and slow us down. IÆm sure itÆs not all too different for the guys doing this either. When you're loaded down all day and can't catch a break you start to get wore down, which in turn causes you work at a slower pace and often not investigate the matter fully in order to speed things up and help more people. The higher the work load, the slower the response time and the quality of assistance becomes over time. Remember, most in game problems simply can't be answered off the top of their heads, they actually have to go in there and start examining logs and determine what happened on a case by case basis which becomes very time consuming to say the least. And when somebody does something stupid, like say submit a ticket saying they're stuck due to lag and request to be teleported to an area they're not supposed to be (Jove space), you get chewed out by your superiors for allowing it to happen. Initially that just caused you to lose time helping reduce the number of tickets, but that person has also just caused you and everybody else to spend more time on every incident like this to make sure it doesn't happen again, thus slowing down the entire process for everybody permanently. Hell, I'm sure they still get a lot of questions a day about the server "coincidently" being down around the time of the daily scheduled maintenance that also have to be taken care of, further clogging it up.
In addition, they you can't just add temp workers to a specific tech job like this for a week or two until things get better (only large general information areas really use temps due to the fact most people can already answer the questions without training). No, you have to take an existing tech off his duties (now you have even less people working on it) to train a new person for a job like this in the way things should be done which means youÆve now invested some real time and money into this person. It's not cost effective to do this even once, much less every time things get bad. So now they need to be added full-time to justify the expense for this. All this is assuming that the penny pinchers higher up will even allow you to hire more permanent help, seeing as how sitting in an office pushing paper, driving a BMW while coming in at 10AM kind of makes them forget that some people actually work inside the company (denying requests for ergonomic keyboards to prevent carpel tunnel and approving yourself a new $1000 leather chair is not work, FYI). Well, thatÆs more workplace specific but the problem is the same, upper management is responsible for the lack of personal required to deal with a problem.
Long story short, blame upper management for not supplying adequate resources to deal with the problem (human or otherwise) and sending them tickets with all capitol letters or the same one over and over will not make it any faster. Last time I checked this wasnÆt the McDonalds drive-through, either have some patience or ***** at the right people for gods sake.
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Corunna ElMan
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Posted - 2006.04.10 17:41:00 -
[58]
Originally by: Ginger Magician
200 is probably a slight exxageration
How much of this is a "slight exaggeration" too, then?
Quote:
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
A lot of data in there that could have been "slightly exaggerated", that might be why it's taking so long.
From now on, be accurate and precise, it will expedite your issues.
It's not that you're 'roleplaying a jerk'... it's a matter of typecasting. |
Nanos
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Posted - 2006.04.10 18:16:00 -
[59]
Just to add my 2 cents worth, I'll just briefly say my experience and avoid saying what I really think..
Most petitions I've sent (never really about getting stuff back, I take that as part of the simulation..) have had (eventually I should add some taking months..) nothing of any use whatso ever in the way of a useful reply.
The last one I did a few week(s) ago, eventually I get an email back saying they have closed all petitions due a bug their end and please resubmit..
If you really want a bit more details on just what kind of issues I bother them with, a couple of examples;
Mobile labs not working for all, some people getting no quotes when tryng to use them, means you can't use them alliance wide, small issue really, but be nice to hear something about it, and yes I've bug reported it.
Cancelled accounts where month after month they keep taking money out, complain and 3 weeks later you get the money back, but then they do it again, and again..
I solved that one by cancelling the credit card, like to see them take money then!
Solution, easy, more support staff I imagine.. higher prices for eve, sure, I'll pay for quality service.
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Trade Goods
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Posted - 2006.04.11 02:57:00 -
[60]
Originally by: Ginger Magician
My last 2 experiences with EVE customer support have been very poor.
I've only had one sitituation where i had to actually e-mail support, where I was getting hit while inside warp, thus loseing my Ferox and alot of the gear that was on it. Now, 4 days later, the only response I have got, an automated one saying, we cant get to your question cause we are busy. So that means im stuck flying around in my destroyer, with the insurance money from the ferox. but not havig enough to re-insure and re-buy everything i had lost, seeing that I'm still fairly new to the game.
So my question is
" What is this "customer support" you speak of? and does it actually support or just send out automated mails while they think about helping "?
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