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Thread Statistics | Show CCP posts - 2 post(s) |
sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:11:00 -
[1]
Over one month now and still no reply to a petition i put in.
CCP this is totaly ridiculous.
Anyone browsing this forum looking to play this game, take heed of this warning - Dont expect good customer service. ________ Euphoria Released
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Lord Boxxer
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Posted - 2006.08.11 22:12:00 -
[2]
I got a reply to all of my petitions within 20 minutes
CCP ftw!
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Hast
Destructive Influence Band of Brothers
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Posted - 2006.08.11 22:16:00 -
[3]
hi aneu!
depending on the type of petition I usually get replies from within 20 minutes to a couple of days... my last one was about the problems with credit cards... all in all I'm quite content with CCP's customer service!
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:16:00 -
[4]
Originally by: Lord Boxxer I got a reply to all of my petitions within 20 minutes
CCP ftw!
Stuck ones i suspect, try making a reimbursment petition and see how long it takes. ________ Euphoria Released
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:17:00 -
[5]
So why have i been waiting over a month for a damn reply? ________ Euphoria Released
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Viktor Beck
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Posted - 2006.08.11 22:19:00 -
[6]
I have waited a long time for some as well. It's not acceptable to be honest :(.
Luckily mine resolved themselves.
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Terra Phrozen
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Posted - 2006.08.11 22:24:00 -
[7]
sidthesexist is trying to make a point - CCP customer service sucks. I am posting to agree with him. Your posts that your stuck petitions were handled well are rather off-topic, I think the point of this thread is to point out response times are not good.
I've read stuff from CCP saying they hired more GMs and such but I haven't noticed any improvement. My reimbursement petition was a complete and utter waste of time, it took them _5 weeks_ to tell me "no, sorry, the logs couldn't find anything."
Even my bug reports have been utter wastes of time. No responses and no improvements over the last two patches - and these are critical bugs that would be easy to fix and have affected my whole corp. (Reproducible bugs which resulted in us having to file stuck petitions)
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kirjava
Caldari
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Posted - 2006.08.11 22:26:00 -
[8]
I agree, this seems totaly out of proporsion. A stuck is important as it stops gameplay, but in my case a Hulk was lost when the server disconnected me. Personaly this make me unable to play the game very well, as I am more or less a dedicated industrialis/miner. I know people are going to say that I shouldent fly what i cant afford to replace, but thats besides the point here. A month to get nothing, not even a, "please wait we are working through the reimbursement petitions" email. Solution I think would be to either increase the number of people monitoring the reimbursements petitions, or create a queue system so as to see that they are being processed. I would even be satisfied to know that the petition had been acknowlaged, given that its still open and was sent a month ago.
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Lord Boxxer
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Posted - 2006.08.11 22:28:00 -
[9]
Edited by: Lord Boxxer on 11/08/2006 22:28:45
Originally by: sidthesexist
Originally by: Lord Boxxer I got a reply to all of my petitions within 20 minutes
CCP ftw!
Stuck ones i suspect, try making a reimbursment petition and see how long it takes.
Not just stuck ones, harresment, lost items, etc. Never made a reimbursment petition though so I can't judge on that one.
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:29:00 -
[10]
I expect some sort of service for the money im paying to CCP but i get none.
I respectfully request a reply from a GM/Community manager in direct response to this or i will take this further and report the customer service to games magazines that do a watchdog section on issues such as these. PCZone and PCGamer being the largest will be the first i contact. ________ Euphoria Released
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kirjava
Caldari
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Posted - 2006.08.11 22:35:00 -
[11]
I second that. A response from a GM telling me that the system is still working and that mine is in a queue (no matter how long but getting processed) is prefferable to being in the black and wondering whats going on.
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:35:00 -
[12]
Today i lost another Vaga to the fact that this game freezes for no reason at all. I run two accounts, sometimes three, and generally one account will freeze while the other 1/2 will be playable with no problems at all. It is absolutley nothing to do with my PC since it happens on my 2nd PC also.
My petition 1 month ago was for the exact same problem, yet - no response. ________ Euphoria Released
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:39:00 -
[13]
Originally by: kirjava Edited by: kirjava on 11/08/2006 22:37:06 I second that. A response from a GM telling me that the system is still working and that mine is in a queue (no matter how long but getting processed) is prefferable to being in the black and wondering whats going on.
PS curiously enough I lost a Raven yesterday in the same situation, of course i would petition, but there is only one reimbursement petition slot, which is occpied by my 1 month old Hulk petition.
Snap, i just added a 2nd message with the 2nd loss. ________ Euphoria Released
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kirjava
Caldari
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Posted - 2006.08.11 22:42:00 -
[14]
You can make more than one entry for reimbursement? Always thought you could only file one petition per slot, cheers.
Hmm, that makes 2 petitons for me, 2 for you, and 2 of them a month old, do i sense a pattern?...
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:43:00 -
[15]
Originally by: kirjava You can make more than one entry for reimbursement? Always thought you could only file one petition per slot, cheers.
Hmm, that makes 2 petitons for me, 2 for you, and 2 of them a month old, do i sense a pattern?...
Go to your petition screen, open your 1 month old petition then select 'add message' and put in there what u lost recently also. Doesnt use another slot but adds to the older petition. ________ Euphoria Released
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kirjava
Caldari
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Posted - 2006.08.11 22:47:00 -
[16]
Ok, I was actualy considering putting a petition in "other" saying that i thought my petition receiving system was broken, as i hadnt gotten a reply. My lil bro had his modules not showing on his screen, his was processed in 15 min, so he says, but either way it was much faster than my own. Is there anyone else out there that has similar problems and is willing to post them here? Lots of activity should get the Gm attention or at least that of someone able to pass on the info.
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 22:54:00 -
[17]
I will let this post go for 24hrs before i start to complain about the poor customer service to any 3rd party.
Please CCP, i beg you, reply to this post and see that an issue that affects almost everyone in eve is sorted out swiftly. ________ Euphoria Released
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kirjava
Caldari
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Posted - 2006.08.11 23:00:00 -
[18]
Well THAT will be interesting to me whatever happens from that and that was a cunning move you are deploying. If CCP suddenly fixes this we get out stuff back \0/. On the other hand if they do nothing, you go to said magasines who (probably) would love a scoop, most likely publish it in a bad light. Whatever happens, this one is on my favorites on mozila now. Popcorn anyone?
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GM Spiral
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Posted - 2006.08.11 23:01:00 -
[19]
Sid, have you sent in a stuck pet inquiring about your other category petition? Have you updated your petition on the website? 1 month seems a bit overboard (we are about 3 weeks behind now).
Sounds like something did not go right, file a stuck pet and ask about it.
Yes, we are aware that the reimbursement category status is rediculous and we are working as hard as we can to fix that. Right now, being a server hamster is like a picnic compared to the GM job.
[Disclaimer] The above post does not represent CCP or the GM team, just me and a bottle of beer off duty. [/Disclaimer]
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kirjava
Caldari
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Posted - 2006.08.11 23:08:00 -
[20]
Originally by: GM Spiral Sid, have you sent in a stuck pet inquiring about your other category petition? Have you updated your petition on the website? 1 month seems a bit overboard (we are about 3 weeks behind now).
Sounds like something did not go right, file a stuck pet and ask about it.
Yes, we are aware that the reimbursement category status is rediculous and we are working as hard as we can to fix that. Right now, being a server hamster is like a picnic compared to the GM job.
[Disclaimer] The above post does not represent CCP or the GM team, just me and a bottle of beer off duty. [/Disclaimer]
Thankyou Spiral \0/.
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Wintersun QC
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Posted - 2006.08.11 23:08:00 -
[21]
Edited by: Wintersun QC on 11/08/2006 23:12:35
Originally by: sidthesexist Ireport the customer service to games magazines that do a watchdog section on issues such as these. PCZone and PCGamer being the largest will be the first i contact.
Way to go, I'm sure that "threat" will make them go faster. Got a problem with something? Voice it in a peaceful/good manner. Acting like a douche/spoiled brat sure won't help.
As for your unanswered petition, ever thought about mailing/calling CCP? Create another petition, getting in contact with someone asking if that's normal? I know it sounds odd, but maybe they weren't willingly ignoring you!
Then again, I have no clue how their logging system works. And with the last crashes, I'm sure the petition system has been flooded with requests for lost ships/items due to lag. While of course, 5 weeks seems rather long, it's not so bad if you compare it with other games (namely world of warcraft).
Being egocentric (may it be intentional or not) doesn't help the case either. Here's what I retained from your post: "ME ME ME ME, OMG QQ -MY- PETITION WASN'T ANSWERED RIGHT AWAY, CCP FAILS AT CUSTOMER SERVICE, BECAUSE OF COURSE THEY NEVER ANSWER PETITIONS, PROOF IS THEY DIDN'T ANSWER MINE."
My two cents. Winter
EDIT: My experience with CCP's customer service has been great. I came from World of Warcraft - petitions often took days before getting answered (Harassment ones, mind you). Servers were unstable as hell, unplayable for several hours EVERY SINGLE DAY at 7PM.
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Kerushi
Caldari AeroSpace Engineering
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Posted - 2006.08.11 23:09:00 -
[22]
Originally by: GM Spiral [Disclaimer] The above post does not represent CCP or the GM team, just me and a bottle of beer off duty. [/Disclaimer]
no wonder ur running 3 weeks behind
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sidthesexist
Caldari Euphoria Released Euphoria Unleashed
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Posted - 2006.08.11 23:11:00 -
[23]
Originally by: GM Spiral Sid, have you sent in a stuck pet inquiring about your other category petition? Have you updated your petition on the website? 1 month seems a bit overboard (we are about 3 weeks behind now).
Sounds like something did not go right, file a stuck pet and ask about it.
Yes, we are aware that the reimbursement category status is rediculous and we are working as hard as we can to fix that. Right now, being a server hamster is like a picnic compared to the GM job.
[Disclaimer] The above post does not represent CCP or the GM team, just me and a bottle of beer off duty. [/Disclaimer]
Petition 342115
http://dl.eve-files.com/media/0608/pet.JPG
1 day over 1 month exactly. ________ Euphoria Released
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GM Spiral
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Posted - 2006.08.11 23:18:00 -
[24]
Originally by: sidthesexist
Originally by: GM Spiral Sid, have you sent in a stuck pet inquiring about your other category petition? Have you updated your petition on the website? 1 month seems a bit overboard (we are about 3 weeks behind now).
Sounds like something did not go right, file a stuck pet and ask about it.
Yes, we are aware that the reimbursement category status is rediculous and we are working as hard as we can to fix that. Right now, being a server hamster is like a picnic compared to the GM job.
[Disclaimer] The above post does not represent CCP or the GM team, just me and a bottle of beer off duty. [/Disclaimer]
Petition 342115
http://dl.eve-files.com/media/0608/pet.JPG
1 day over 1 month exactly.
3 weeks and 4 days from my count. Should be coming up this week if last weekend doesn't pop up again. I see from the pic that you have already filed a petition asking about this. I'll leave it to my sober colleages on duty to resolve this with you. Good luck.
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Garann
W1CA
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Posted - 2006.08.11 23:19:00 -
[25]
Right, threaten them with contacting the customer service watchdogs.. that'll help for sure... And it makes you seem like such a mature, calm and polite person, while you're at it, call the CNN, the army, the marines and nuke them all the way to hell...
I've been playing for around 1 year and a coupple of months, and I've not had a single problem with the customer service ever, CCP have posted, several times, that they are aware of the problem, and that they are working on taking down the queue. Anyways, call all the dogs, please, I have yet to play another mmo with as good customer service as EVE.
Besides, if the problem is THAT big, vote with your wallet, leave the game...
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kirjava
Caldari
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Posted - 2006.08.11 23:27:00 -
[26]
Originally by: Garann Right, threaten them with contacting the customer service watchdogs.. that'll help for sure... And it makes you seem like such a mature, calm and polite person, while you're at it, call the CNN, the army, the marines and nuke them all the way to hell...
I've been playing for around 1 year and a coupple of months, and I've not had a single problem with the customer service ever, CCP have posted, several times, that they are aware of the problem, and that they are working on taking down the queue. Anyways, call all the dogs, please, I have yet to play another mmo with as good customer service as EVE.
Besides, if the problem is THAT big, vote with your wallet, leave the game...
Look, I have had the same problem as the Op has. Both of us have petitioned and gotten no response through that system. He made a thread about it and I posted on it, he decided that his month of patience was a tad to long and pulled his ace. We get a responce from a GM, hell, thats better than nothing if ur gona quit over it eh?
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Needa3
Minmatar Templars of Space CORE.
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Posted - 2006.08.11 23:32:00 -
[27]
[Quote]Dear,
Referring to the recent unscheduled downtimes and the resulting problems I hereby address CCP to do more than only apologize over and over again without:
1) succeeding in solving the troublesome issues 2) succeeding in reimbursing (within a reasonable time) the people that lost items due to the server issues
As for now we pay around 130$/Ç a year for playing eve with a one year subscription.
However we are not paying for a full year since the server is only available for 23/7 or in other words 8.395 hours out of a maximum of 8.760 hours (one year). This being a server availability of only 96%; add to that some updates to the server which take around 8 hours a month. (8 *12= 96) This way server availability is down to under 95%.
Recent downtimes made unable to play when 1) players want to play 2) players can play.
ATM we have had over 7 unscheduled reboots although only 7 were acknowledged by CCP. Since they happened at times when I wanted to play they result in more than the actual time of not being able to play. Therefore I take each downtime as 24 hours. This results in a server availability close to 92%.
Taking into account some minor problems and downtimes I guess overall server availability is around 90%. Although minor issues can appear and apologies will be accepted in those cases, recent issues have gone way further than that.
Apologies aren't in place anymore, even more because all problems arising from these downtimes take even longer to solve.
My corp. is losing profit because of the time it takes to solve issues, my corp. members get annoyed cause they lose their ship due to lag/ sever issues. What is even worse is that players have to pay for these losses and only get their money after weeks of waiting.
Therefore I ask for a quick solution to
1) outstanding petitions of [TOS] and it's members 2) server issues 3) a decent in game compensation for all the troubles
Please keep your signature below the 24000 bytes limit.- Pirlouit |
Needa3
Minmatar Templars of Space CORE.
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Posted - 2006.08.11 23:33:00 -
[28]
reply of CCP
2006.08.10 22:53:00 GM Xhagen ------------------------------------------------------------------------
Hi and I'm sorry for this late reply.
I apologize for this trouble. Now, it is known that the server has not been doing great for the last two weeks and I believe it has been owed up to by Oveur in a devblog (visible on the www.eve-online.com site).
I assure you that steps are being taken to make sure that this will not happen again, codebranches are in the works and being tested that should increase the server performance and new hardware is on the shopping list.
We do realize that this will not fix the issues at this very moment, but like I said, steps are being taken.
If you require any further assistance, please don't hesitate to contact us again.
Regards, GM Xhagen Please keep your signature below the 24000 bytes limit.- Pirlouit |
kirjava
Caldari
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Posted - 2006.08.11 23:43:00 -
[29]
Edited by: kirjava on 11/08/2006 23:44:16 Edited by: kirjava on 11/08/2006 23:43:50 Hmmm. I have to agree with the mail you sent there, the problem is ridiculous atm and CCP should acknowlage the problem (as they did partly in the 7 downtimes) and declare (as corp mate of mine suggested) a full 2 days of DT, as an example, to go deeper into the problem than you can while server is offline for 1 hour. I cant program well myself so i dont know how effective that course of action is, perhaps Trabquility is already the peak of human ingenuity already and it is physicly impossible to fix this. I honestly dont think this but perhaps we can get a node for the high acivity systems like Jita and where fleet battles are? Oh, and more analysts for the reimbursement petition system, im sure there are many voluntears that would help CCP out once in a while to get the reinbursements back on track.
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