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What do you think of customer support ?

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General Shock Caldari The Forsakened Companions	Posted - 2006.09.12 10:52:00 - [1] Are there other people that get frustrated with customer support and the time it takes to address a petition ? Good luck with a reimbursement petition for example... it takes weeks before they get back to you ... and then in most cases you'll get a "we are sorry but we can't verify this, but we wish you better luck next time" Bragging about the 30k users online mark being reached; but they have in no way a customer support to deal with all the "traffic" efficiently. I find that very frustrating. We are paying customers after all.
Xendie Hunter Killers	Posted - 2006.09.12 10:54:00 - [2] customer support was good once but now its crap. Quote: Nertzius > having fun being incompetitent?
Crumplecorn Gallente Aerial Boundaries Inc. Interstellar Starbase Syndicate	Posted - 2006.09.12 10:54:00 - [3] My one petition ever was a reimbursment one, and it did take weeks, but despite only being worth about 1.5M I got a profuse apology for the delay, so I was happy enough. ----------
Lt Angus Caldari Sigma-Defect	Posted - 2006.09.12 10:58:00 - [4] Edited by: Lt Angus on 12/09/2006 10:58:24 only ever used it once, was good
Alliaanna Dalaii Gallente Does Not Compute	Posted - 2006.09.12 11:09:00 - [5] Customer support in Eve as in most of the real world is screwed over by asshat customers making ridiculous petitions and generally being retards.... But thats just my view Alliaanna DNC Treasure Hunt !!
General Mount Caldari Blueprint Haus	Posted - 2006.09.12 11:13:00 - [6] My last 3 petitions got a reply within 3 hours of posting each. I'm very happy with customer support.
Majutsu S.Y.N.D	Posted - 2006.09.12 11:14:00 - [7] Banned without warning or explanation, took 3/4 days got an apology and a refund. Happy it was sorted in the end, not too surprised in the delay given it's such a big game, would have liked to be kept informed a little better tho.
Firequill Gallente The Black Ops	Posted - 2006.09.12 11:15:00 - [8] Edited by: Firequill on 12/09/2006 11:16:09 customer support in this game is.. how can i put it bluntly.. Pre-emptive! Eve has few true game-stoppers, if any. (swg anyone?) I'd rather take a delayed answer to one petition than quick ones to 10. Better to have the man-power making sure there are few bugs than having them apologising for their presence.
Al Thorr Caldari The Wheel	Posted - 2006.09.12 11:22:00 - [9] I like the words . 'Customer' is sort of like meaning people and mankind. 'Support' is like giving relief ,help , and maybe comfort. So Its like the two words go really together. especially if you put customer and support in that order. Yup if you're helping people who are your customers. than thats what you should call yourself. - Definately "You cant polish a turd" - The new rendered font is living proof.
Feng Zi	Posted - 2006.09.12 11:25:00 - [10] Originally by: General Mount My last 3 petitions got a reply within 3 hours of posting each. I'm very happy with customer support. This is the only type of post CCP tends to read. I don't think customer service is completely dropping the ball, but I don't think they are as good as they could be either. I've had 1 petition (stuck) answered quickly, but a coupla others completely ignored for weeks. As an example: I at one time thought I had lost some ships by cancelling market orders. I didn't know about the "corp delivery" setup at the time. Instead of getting the "just look here" email, I never got a response AT ALL. How long could it possibly take to respond to this simple problem? Instead of just taking a minute to respond, they chose to just ignore it completely. This problem didn't need research or whatever, it just required the attention of a competent service rep that's aware of game mechanics. Bottom line is, as long as they (CCP) continue to believe that the "masses" are happy, they'll continue with game development and ignore existing issues. At least that's my opinion.
Xelios Minmatar Rampage Eternal	Posted - 2006.09.12 11:32:00 - [11] Quote: How long could it possibly take to respond to this simple problem? Instead of just taking a minute to respond, they chose to just ignore it completely. No, they didn't chose to ignore it. What happened was your problem got added to a queue of several dozen problems that were all just as important as yours in the eyes of the GM's. They didn't get to your petition until they cleared those ahead of you. Maybe if people stopped petitioning every ship loss that involved lag (which, 99% of the time, aren't reimbursed) the petition queue wouldn't be so horrifyingly large and EVERYONE could enjoy faster customer service. The new BFG.
Ben Derindar Dirty Deeds Corp. Axiom Empire	Posted - 2006.09.12 11:35:00 - [12] My own experiences have been OK - stuck petitions, isk seller spam reportings etc have been resolved within minutes. Ship reimbursement is another story, but it's well known that those sorts of issues are pretty low on CCP's list, so meh. /Ben
Splagada Minmatar Tides of Silence	Posted - 2006.09.12 11:36:00 - [13] well i must have been lucky then. so far the replies have been ok, (never asked a refund tho) - Tides of Silence recruiting miners and overall fun people
Dixon Caldari	Posted - 2006.09.12 11:38:00 - [14] Reimbursement petitions are being spammed to the max. The petition queue is a player-created problem that players tend to whine about. Kinda like BM copying and POS lag. - - - - - - I have no strong feelings one way or the other...
Lemoning Lemming	Posted - 2006.09.12 11:39:00 - [15] My experiences with customer support have been very very poor. I just do not bother anymore it is not worth the aggro in my opinion and the long long waits to be told NO.
Taaketa Frist The Praxis Initiative Interstellar Starbase Syndicate	Posted - 2006.09.12 11:46:00 - [16] Edited by: Taaketa Frist on 12/09/2006 11:47:11 I have to my recollection never sent a reimbursment petition. (never had the need to) I have sent a few bug reports. One exploit. And a tonne of harassment petitions. The last 2 have always been answered in good time (20minutes - 1 hour) with a Thankyou and "we're looking into this now." I am very statified with the customer service and support ccp offer. Edit: I'm guess anyone who complains about the long waiting time is because you've only just sent a reimbursment petition and you have no idea what is required for a GM to do to solve the petition (put it this way, if you send in a petition that says "OMGWTF MY SHIP JUST GOT KILLED FIX IT." - don't expect a reply.) -------------- Dang nabit
Feng Zi	Posted - 2006.09.12 11:47:00 - [17] Originally by: Xelios Maybe if people stopped petitioning every ship loss that involved lag Lag...you said it yourself. Which goes right back to the origin of the problem. If they STOPPED game development, and addressed current issues, perhaps some of the losses (and resulting petitions) could be avoided entirely.
Flax Volcanus Tea And Sympathy Ltd. Liability	Posted - 2006.09.12 11:48:00 - [18] Edited by: Flax Volcanus on 12/09/2006 11:53:06 I was very surprised last week when a mission petition was answered within a few hours. GM Huggin was great -- he/she apologized profusely and fixed everything right away. That said, it's obvious that the system is overwhelmed and not functioning as it should. I feel epecially bad for peeps who are losing big assets to lag-induced havoc, as well as the overburdened GMs. No, my ire is not directed toward the CS folks, but toward mods who delete complaint threads -- including the official stickies -- without any apparent reason or response. That's spineless.
Estel Arador Minmatar AFK	Posted - 2006.09.12 11:48:00 - [19] All my petitions were answered very quickly, but I've never filed a reimbursement petition. As said above, customer support is working and the petition system isn't the problem - it's just the thousands of players asking for a reimbursement who have to wait till it's their turn to get their petition is handled.
Gottchen The Department of Justice	Posted - 2006.09.12 11:48:00 - [20] Originally by: Alliaanna Dalaii Customer support in Eve as in most of the real world is screwed over by asshat customers making ridiculous petitions and generally being retards.... But thats just my view Alliaanna not only yours. as for me: never needed any support. only once 800k went down the drain when a freshly bought mod did not appear in my hangar 5 minutes before the server crashed. the seller got the isk, so i kindly asked if he could reimburse my loss. 2 hours later i not only had the item, but some nice t2 gear on top of it so, before spamming out petitions, think twice! "You 0utbreak people need to stop posting, I'm finding it hard to leave the thread." QFT
Scrofalitic One Total Warehouse Logistics Dusk and Dawn	Posted - 2006.09.12 11:49:00 - [21] I have had nothing but good experiences of CCP customer support. Of copurse i don't bopther filing reimbursement petitions every time someone kills me, so that probably helps. I've probably filed a dozen or so petitions in the 16 monbths or so I've been playing, some (for example stuck/broken missions, or stuck in systems due to crashes, severly abusive morons in local) were answered very VERY quickly. The others (namely the few reimbursement petitions I have made) were answered slower it is true, but always in a firendly and helpful manner. In short, EVERY communication I have had with GM's has been helpful, polite and friendly. So yeah, CCP & customer service have in my experience been very well linked.
Horoc'h Ryydell	Posted - 2006.09.12 11:51:00 - [22] OP's petition could be solved ingame by himselve by just asking in the help-channel or in the corp, probably. Good reason for letting it wait imho Better think before petitioning... as long as stuck and harasment is dealt with fast I am happy... just think about the time wasted with those petitions: one petition that 'only needs a short answer" would take about 5 minutes for CCP... a thousand of those would take them 10 days, or 10 workers on one day... (1000petitions*5min/60min/8hours (working day... a very effictive one...)
JOSEPHx Caldari Mercenary Forces	Posted - 2006.09.12 11:52:00 - [23] I think CCP customer support is fantastic, always get a quick reply from a GM if needed and so what if you have to wait a week or 2 for a reimbursement petition, its hardly the end of the world. (Never petitioned for a lag loss, it happens so rarely i just accept that as part of the game). I guess you just got to chill out and take the rare bit of rough with the majority bit of smooth. --
Sulavan	Posted - 2006.09.12 11:55:00 - [24] Originally by: Alliaanna Dalaii Customer support in Eve as in most of the real world is screwed over by asshat customers making ridiculous petitions and generally being retards.... But thats just my view Alliaanna Never thought I'd ever use this, but worth the exception imo: QFT
Sulavan	Posted - 2006.09.12 11:57:00 - [25] Originally by: Feng Zi Originally by: General Mount My last 3 petitions got a reply within 3 hours of posting each. I'm very happy with customer support. This is the only type of post CCP tends to read. I don't think customer service is completely dropping the ball, but I don't think they are as good as they could be either. I've had 1 petition (stuck) answered quickly, but a coupla others completely ignored for weeks. As an example: I at one time thought I had lost some ships by cancelling market orders. I didn't know about the "corp delivery" setup at the time. Instead of getting the "just look here" email, I never got a response AT ALL. How long could it possibly take to respond to this simple problem? Instead of just taking a minute to respond, they chose to just ignore it completely. This problem didn't need research or whatever, it just required the attention of a competent service rep that's aware of game mechanics. Bottom line is, as long as they (CCP) continue to believe that the "masses" are happy, they'll continue with game development and ignore existing issues. At least that's my opinion. you mean, your problem was in a queue and it took them a while to get to it? ...but then that would take imagining that there aren't people sitting around with nothing to do just waiting for you to mail them with a problem.
Jane Vladmir Gallente Warmongers	Posted - 2006.09.12 12:05:00 - [26] Edited by: Jane Vladmir on 12/09/2006 12:08:41 They used to reimburse ships alot more back in the day. Now they have to verify the loss. Another annoying thing is that when a bug happens and you lose your ship to it you don't get all your stuff back and the players who killed you don't lose what they gained; The killamil, your corpse and the loot, which if that bugged had been fixed they would. P.S. I got banned for three pre-payed months for gang inviting a scout alt in a shuttle passing our two manned camp. How's that for overkill. EDIT: Also, now I petition every curse word I notice on local hoping that they lower the penalty for it, seeing as alot of people get frustrated at being banned from the server for saying a couple of harsh words.
Fortior STK Scientific Ascendant Frontier	Posted - 2006.09.12 12:46:00 - [27] Originally by: Feng Zi Originally by: Xelios Maybe if people stopped petitioning every ship loss that involved lag Lag...you said it yourself. Which goes right back to the origin of the problem. If they STOPPED game development, and addressed current issues, perhaps some of the losses (and resulting petitions) could be avoided entirely. I'd love to see 3d modelers try to fix some networking issues. Or the concept artists improve the graphics engine. Or kieron, the community manager, try to fix the database issues. You see where I'm going with this? "So get rid of the people doing content and hire more coders!" Pfft, by the time the new people are up to speed with the code, it'll already be stabilized. Then it's time to get rid of the new people and get the content people back in to develop the game. And then we haven't even started talking about the fact that EVE would lose a lot of potential, and current even!, customers if CCP said that there will be a no-development-time of say... Three months? Imagine everything being planned in Kali being pushed forward three months. Imagine the colossal whine. Then you even have to take into account that all expansions would introduce new issues. Then there'd have to be more no-development time after those... And this happens while the content people are forced to sit on their hands, unless CCP fires them. Dammit, it's such an easy thing to say that CCP should stop all development and fix all the issues. But people who say that, in essence, have no idea what they're talking about, the consequences and whatnot. And for the topic: I've filed 3 harassment petitions, all taken care of within the hour. One very complex stuck petition (it came down to the setup on my caracal, believe it or not, in conjunction with the system I was in) that was escalated and dealt with in two hours. 3 reimbursement petitions, 2 of which were thrown out (as they should've been, it was client lag) and 1 which I was reimbursed due to server lag and a subsequent crash on TQ. Those petitions took 3 weeks. I did other stuff while waiting on replies. [rant]Goddamn whiners[/rant]
Anfelina Adante Gallente	Posted - 2006.09.12 13:17:00 - [28] Originally by: Alliaanna Dalaii Customer support in Eve as in most of the real world is screwed over by asshat customers making ridiculous petitions and generally being retards.... But thats just my view Alliaanna My view too. Plus, how many complainers are shills for other companies?
Death Kill Caldari direkte	Posted - 2006.09.12 13:22:00 - [29] Originally by: Crumplecorn My one petition ever was a reimbursment one, and it did take weeks, but despite only being worth about 1.5M I got a profuse apology for the delay, so I was happy enough. You petitioned a 1.5 million loss? Recruitment
Caleb Paine adeptus gattacus Lotka Volterra	Posted - 2006.09.12 14:11:00 - [30] People should stop thinking they actually have a clue about doing something like CCP is doing. The more idiots who hammer the petition queue because they lost their Raven as they went AFK in a lvl 4 but won't admit to it and rather yell something about lag (the REALLY smart ones will even say serverside lag, mind you they had to look up that word) is the reason why there's such a long queue to begin with. IMO, remove ship reimbursement petitions all together; you lost a ship? tough luck. -------------------------------- I'm looking for a good signature artist click here

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"You 0utbreak people need to stop posting, I'm finding it hard to leave the thread." QFT