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Thread Statistics | Show CCP posts - 1 post(s) |
Alastair Thermopylae
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Posted - 2006.09.06 17:57:00 -
[1]
Last message got lost.....was about ..I lost a ship during an 'unscheduled down time' or should I say crash...lost a ship that cost me at least 1/3 of my total worth. I still haven't heard a thing from anyone... it's been over a week. This makes me a little angry. Has this happened to anyone else?
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Jiekon
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Posted - 2006.09.06 17:59:00 -
[2]
if you have filed a petition, you have to wait in line, there is a queue for re-imbursement petitions and it will be answered as soon as possible. if you have not yet filed a petition, you should do so :)
_______________________________________________ ~Jiekon |
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Damon Ra
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Posted - 2006.09.06 18:02:00 -
[3]
Originally by: Jiekon it will be answered as soon as possible. if you have not yet filed a petition, you should do so :)
And by "as soon as possible" he means in a month or two (or more). |
Attiladehun
Gallente Fire Mandrill
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Posted - 2006.09.06 18:07:00 -
[4]
It's still people who need to look into every petition eh.
Give them a break. Hundreds of people petition, probably most are by own stupid mistake or whatever there might be.
Just give them some time, i wanna see you do hundreds of petition a day
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Damon Ra
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Posted - 2006.09.06 18:18:00 -
[5]
Originally by: Attiladehun It's still people who need to look into every petition eh.
Give them a break. Hundreds of people petition, probably most are by own stupid mistake or whatever there might be.
Just give them some time, i wanna see you do hundreds of petition a day
Well, I work in CS, and when we get more work then we can handle our company either:
a) Swiftly investigates and eliminates the problem(s) in our product that create CS calls.
b) Hires more CS staff to bring the CS response-time and/or workload to an acceptable level.
My understanding is that this is pretty much a universal method of handling CS issues. One thing we never do however is tell our customers they should *expect* to be ignored for an indeterminate amount of time.
I'm sure CCP is working on it fixing all this soonÖ, I was merely pointing out a small detail the Dev who responded forgot to provide.
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Samu Yi
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Posted - 2006.09.06 18:33:00 -
[6]
Every year the customer service gets worse. And the devs answer is "too bad wait in line". I remember when I used to think CCP were good. Now all they do is **** people off.
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DaReaper
Net 7 Brotherhood Of Steel
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Posted - 2006.09.06 18:35:00 -
[7]
Originally by: Damon Ra
Originally by: Attiladehun It's still people who need to look into every petition eh.
Give them a break. Hundreds of people petition, probably most are by own stupid mistake or whatever there might be.
Just give them some time, i wanna see you do hundreds of petition a day
Well, I work in CS, and when we get more work then we can handle our company either:
a) Swiftly investigates and eliminates the problem(s) in our product that create CS calls.
b) Hires more CS staff to bring the CS response-time and/or workload to an acceptable level.
My understanding is that this is pretty much a universal method of handling CS issues. One thing we never do however is tell our customers they should *expect* to be ignored for an indeterminate amount of time.
I'm sure CCP is working on it fixing all this soonÖ, I was merely pointing out a small detail the Dev who responded forgot to provide.
and if you had red the dev blog from a few days ago, you's know they are looking for more gm's
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Jim McGregor
Caldari
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Posted - 2006.09.06 18:38:00 -
[8]
Originally by: Samu Yi Every year the customer service gets worse. And the devs answer is "too bad wait in line". I remember when I used to think CCP were good. Now all they do is **** people off.
I remember when people like you would see the difference between a developer and a game master... things were easier back then. :)
--- Eve Wiki | Eve Tribune | Eve Pirate |
Nexus1972
cosmos operations
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Posted - 2006.09.06 18:40:00 -
[9]
I wonder if ccp would care to give us numbers over time of the count of gm's they have.
My bet would be that over time gm's has increased much slower proportionally than the number of active accounts/users.
The problem is exaserbated by patches which generate huge petition queues. I myself have written my works support system to track call progress etc, and the first email the person gets tells them what position in the queue they are and how many people are ahead of them - is it really that difficult at call log time to provide that to the person? and perhaps based on previous resolution time for similar categories of calls give them a rough estimate of when they can expect to be answered?
My bet is they wont cause it will reveal the extent of the problem. As the guy mentioned - expect it to take 4 weeks minimum - just get on with it - i dont bother to petition anything < 200mil now cos i can make it back easily in less time than waiting for the joke of a petition system to re-imburse it. -------------------------------- CEO of Cosmos Operations
Building COSMOS Minmatar BPC's and supplying Sleeper components |
Jim McGregor
Caldari
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Posted - 2006.09.06 18:41:00 -
[10]
Meh, come on... does every thread here has to be a whine thread?
--- Eve Wiki | Eve Tribune | Eve Pirate |
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Locke DieDrake
Port Royal Independent Kontractors Imperial Republic Of the North
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Posted - 2006.09.06 18:43:00 -
[11]
Originally by: Nexus1972 I wonder if ccp would care to give us numbers over time of the count of gm's they have.
My bet would be that over time gm's has increased much slower proportionally than the number of active accounts/users.
The problem is exaserbated by patches which generate huge petition queues.
The problem is exaserbated by PLAYERS which generate huge petition queues.
Thats the first step in fixing the problem. Start punishing stupid petitions. Or just block those players from filing any other than harrasment or bug petitions.
___________________________________________ The deeper you stick it in your vein, the deeper the thoughts there's no more pain. ___________________________________________
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James Lyrus
Lyrus Associates Interstellar Starbase Syndicate
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Posted - 2006.09.06 18:44:00 -
[12]
Originally by: Jim McGregor
Meh, come on... does every thread here has to be a whine thread?
Yes
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ElCoCo
Gallente KIA Corp
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Posted - 2006.09.06 18:45:00 -
[13]
I don't mind waiting to get proper support. Just wish they'd have proper "investigative tools" to do it in.
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Damon Ra
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Posted - 2006.09.06 18:45:00 -
[14]
Originally by: DaReaper
and if you had red the dev blog from a few days ago, you's know they are looking for more gm's
Actually I did read them, but looking for GM's now won't exactly help until 30+ days after they are actually hired. The problem here is that CCP let it get as bad as it is *before* they went "looking", and interns aren't exactly the best people to put on the front lines of your CS dept unless they are only serving as cannon fodder.
Seems I have started an arguement when I was only trying to let another poor petitioner know what the current facts are..
So...Another question since we are arguing now, is:
Will adding more GMs solve the problem? |
lles
Caldari Roving Guns Inc. RAZOR Alliance
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Posted - 2006.09.06 18:59:00 -
[15]
Its very simple. If your service is bad, youll need more ppl. Thats the way the cookie crumbles.
And now they broke the 30k user limit, but at what cost? I have never had this much problems with the server. Getting laggier as hell.
Fleet battles, quick getaways, never gonna happen anymore.
Im thinking now how it went with starwars galaxies. Hope they can prevent that from happening.
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Dao 2
Generals Of Destruction Syndicate Axiom Empire
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Posted - 2006.09.06 19:13:00 -
[16]
Originally by: lles Its very simple. If your service is bad, youll need more ppl. Thats the way the cookie crumbles.
see this is what a lot of ppl think, but its not really true. Yeah itll decrease the wait, but tis not gonan change the fact that the gms suck and ur gonna get a "sorry we dont have evidence" (even if its a petition that doesnt require evidence :|) so no customer service isnt getting better even if u add gms.
Maybe if u removed all the gms and put good ones. ------------------------------------------------ NEWLY ADDED ON 1/19 (though applies to all posts before ;p)
the usual "I don't represent my corp or alliance" and stuffs like that
Also the gal |
Blind Man
Caldari Angel Deep Corporation
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Posted - 2006.09.06 19:35:00 -
[17]
I think its not so much the GM's.. its that they need better ways for detecting lag and verifying stuff said in the petition
SignatureTemporarily Out Of Order |
Spy4Hire
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Posted - 2006.09.06 19:42:00 -
[18]
Originally by: Jiekon if you have filed a petition, you have to wait in line, there is a queue for re-imbursement petitions and it will be answered as soon as possible. if you have not yet filed a petition, you should do so :)
Yes, you should file your petition and get in the que for your automatic no.
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DropZone 187
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Posted - 2006.09.06 19:47:00 -
[19]
Yeah, it kind of sucks, but what are you to do?
CCP by all good intent put together a system that is more involved than most other mmos. Unfortunate drawback is that when you have so many players who file so many issues, it gets bogged down quite easily.
So on one hand you have better service when you do eventually get it but it weighs in against the number of people in line. On the otherhand you can have a crappy auto respense system that does nothing, but is very fast.
Seinfeld episode comes to mind - the Soup N (a) Z i one. Everyone loved his soup but had to wait forever in line and he was prone to giving people the heave ho. People could have just gone down the street to the local soup kitchen if they wanted faster service but were willign to compromise on the quality of soup....
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Locke DieDrake
Port Royal Independent Kontractors Imperial Republic Of the North
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Posted - 2006.09.06 19:50:00 -
[20]
Originally by: Dao 2
Originally by: lles Its very simple. If your service is bad, youll need more ppl. Thats the way the cookie crumbles.
see this is what a lot of ppl think, but its not really true. Yeah itll decrease the wait, but tis not gonan change the fact that the gms suck and ur gonna get a "sorry we dont have evidence" (even if its a petition that doesnt require evidence :|) so no customer service isnt getting better even if u add gms.
Maybe if u removed all the gms and put good ones.
I'm sure YOU can expect EXCELLENT service.
I'd give you a temp ban for that ****. So you should be glad it's not up to me.
Also, if your petitioning your losses, like most people, you get the answer you deserve. No evidence means the problem wasn't on the server and therefore no reimbursement. PERIOD. It's really simple. You undocked, lost a ship and think you should get it back because (insert whatever bs reason). Well, guess what? NO!
___________________________________________ The deeper you stick it in your vein, the deeper the thoughts there's no more pain. ___________________________________________
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Locke DieDrake
Port Royal Independent Kontractors Imperial Republic Of the North
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Posted - 2006.09.06 19:51:00 -
[21]
Originally by: Blind Man I think its not so much the GM's.. its that they need better ways for detecting lag and verifying stuff said in the petition
No. You should not be reimbursed for "lag".
Man you people are so lame. Lag is a factor in the game. Everyone deals with it. If you lose a ship because of "lag" then tough.
Whats so hard? ___________________________________________ The deeper you stick it in your vein, the deeper the thoughts there's no more pain. ___________________________________________
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Galk
Gallente Autumn Tactics
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Posted - 2006.09.06 19:57:00 -
[22]
Umm lost a pod/ship after id logged out yesterday.
Ofc i pushed in the petition.
There was only 2 in the system, me and the alt (no agrresion timers). i saw alt vanish into thin air in space along with the cyno when the cycle had finished......
Docked me.. undocked new ship. nothing in space. no alt.. no ship still..
Logs alt 12hrs later..... im sitting in my clone station...
Reguardless of what forum trolls say i shouldnt do.......... well screw it.. my first reimbursement petition in over 3 years and 3 months of playing. ______ 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
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Locke DieDrake
Port Royal Independent Kontractors Imperial Republic Of the North
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Posted - 2006.09.06 20:06:00 -
[23]
Originally by: Galk Umm lost a pod/ship after id logged out yesterday.
Ofc i pushed in the petition.
There was only 2 in the system, me and the alt (no agrresion timers). i saw alt vanish into thin air in space along with the cyno when the cycle had finished......
Docked me.. undocked new ship. nothing in space. no alt.. no ship still..
Logs alt 12hrs later..... im sitting in my clone station...
Reguardless of what forum trolls say i shouldnt do.......... well screw it.. my first reimbursement petition in over 3 years and 3 months of playing.
You can call me a troll if you want. But what you did isn't what I'm complaining about.
Seems you had some funky action going on and it deserves at least looking into.
It's the flood of "lag killed my bs when I tried to warp out of mission" etc etc etc that ****es me off. ___________________________________________ The deeper you stick it in your vein, the deeper the thoughts there's no more pain. ___________________________________________
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ElCoCo
Gallente KIA Corp
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Posted - 2006.09.06 20:11:00 -
[24]
Um sorry there angry fella, but if the "lag" is caused by CCP because there is not enough node power to support players (or something similar), shouldn't the player be reimbursed? |
Rotag
Amarr
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Posted - 2006.09.06 21:00:00 -
[25]
When I joined, customer service was excellent. I always had an answer in a couple hours. But as Eve enjoyed an influx in players, there was no influx in customer service reps. When people don't hop on the forum, search, and ask a question here that could be easier answered by us than by customer service reps., time is taken away to handle all the influx of petitions.
But the good news is in. I heard of other waiting three or so months with no reply in reimbursement, and I just got my month or less old petition answered, so they are working on them. Collecting "The Stupid Tax" since 2006 |
Locke DieDrake
Port Royal Independent Kontractors Imperial Republic Of the North
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Posted - 2006.09.06 21:09:00 -
[26]
Originally by: ElCoCo Um sorry there angry fella, but if the "lag" is caused by CCP because there is not enough node power to support players (or something similar), shouldn't the player be reimbursed?
No. Not even if you could prove that "lag" was related to the server and not the 40 hops between you and the server. ___________________________________________ The deeper you stick it in your vein, the deeper the thoughts there's no more pain. ___________________________________________
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