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What do you think of customer support ?

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Icarus Starkiller	Posted - 2006.09.12 14:18:00 - [31] There's 'Customer Support'? Exploiter petitions that are never acted upon? Reiumbursment petitions that linger for 6 weeks before you ever get the canned 'nothing wrong on our end so fck off' response? - ISK Pharmers & Alt spies: A solution* Life is pain...anyone who says differently is selling something.
Death Kill Caldari direkte	Posted - 2006.09.12 14:33:00 - [32] Maybe something will happen if you spell 'farmers' correctly. Recruitment
Flashover Caldari Black-Lotus	Posted - 2006.09.12 15:13:00 - [33] CCP customer support may not be perfect, but they make FunCom customer support (anarchy online and Age of Conan) look like a bunch of half trained monkeys loaded on scotch.
Darktec Caldari QUANT Corp.	Posted - 2006.09.12 15:39:00 - [34] 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 You just sumed up 99% of the reembursment petitions.
Tsanse Kinske WeMeanYouKnowHarm	Posted - 2006.09.12 16:52:00 - [35] Maybe I'm just lucky, but my experience with customer support has been completely positive. * * * In the beginning the Universe was created. This has made a lot of people very angry and been widely regarded as a bad move. -Douglas Adams, writing about EVE
Lord Sid Minmatar Lordless	Posted - 2006.09.12 22:53:00 - [36] I've been absolutely beyond a doubt furious with this game. In response I made several rude, obtuse and generally uncalled for petitions. The gamemaster that handled the petitions marked my account with a warning for making multiple petitions and made a week threat towards my account in general. I could give a rats ass about his threat or the mark on my account. I have four accounts, if they want to loose my business that's there perogative. This is only a game. In the end I cancelled my petition for reimbursement realizing even though it wasn't my fault I could easily make the ISK back faster then it would take them to "investigate" the happening of my ship exploding. All in all the gamemaster was otherwise polite and didn't appreciate me spamming his queue. Probably about as much as I appreciated loosing my ship and mods due his games faults. I've had reason to file other petitions and they were handled promptly and politely. I've reported several ISK spammers and been thanked for it. Overall score for CCP's customer service I give a B+. They would have received an "A" if they could somehow manage to answer petitions for reimbursement in a timely manner. This might be put on the shoulders of Developers to create better tools to research this and possibly designate more man power to answering these petitions. It might seem reasonable to CCP's higher ups to take a month to respond to a claim, but to a player who's only asset was the ship and mods he lost a month is a very long time to have ISK that you just can't spend lest it "possibly" be taken back from you. -=Lucy in the Sky with Diamonds=-
Mithrantir Ob'lontra Gallente Ixion Defence Systems The Cyrene Initiative	Posted - 2006.09.12 23:17:00 - [37] 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 QFT Especially customers that have the impression that because they live on this planet, they are the kings ------- Nobody can be exactly like me. Even I have trouble doing it.
Darksaber64x Jump Cloneses	Posted - 2006.09.12 23:38:00 - [38] Edited by: Darksaber64x on 12/09/2006 23:40:22 Every time I've petitioned anything, I've gotten a fast, friendly reply. I only petitioned a ship loss once, it took 1 week, and I got mine back. 'Cource, my petition didn't say "OMG UR SERVER LAGGED AN I DIED GIVE ME NEW SHEEP OR I QUIT!" So maybe that helped Note: My petition was for concord randomly deciding to blow me up for blowing up a can of someone in my gang, and getting no pop-up warning (that was the bug).
Price Watcher	Posted - 2006.09.13 01:12:00 - [39] SACRED NEW CONTENT > than customer support! You don't like it? Give me your stuff. We need a YEAR without ANY 'new content'. Nothing but BUG FIXES. New content that does not work is WORTHLESS.
John Majore	Posted - 2006.09.13 01:16:00 - [40] 2 Months now and counting.....
Cutie Chaser Caldari Science and Trade Institute	Posted - 2006.09.13 01:31:00 - [41] I've never needed to petition anything in my time in eve, despite losing ships and failing missions due to lag/server crash. Despite being horribly poor 99% of the time, its not worth the pain in the arse that dealing with the problems people describe here. Despite never having made an eve petition, I've probably filed 40+ petitions in Everquest, had many answered in 30 mins or less, longest I ever waited was 6 hours, and that was due to a bad patch day(release of an expansion). My petition time in SWG was even less, starting playing on release and played for 6 months. Me and a group of friends were putting in 10-15 petitions a day for weeks on end(for exploitable content, game was buggy as hell). Never had to wait, but not a fair comparison as it was an exploit petition. All in all, if I ever have a problem serious enough to require a petition in Eve, you'll all prolly hear about it as I come here to *** and moan like an impotent *** after the first day :P
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.13 01:33:00 - [42] 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 They also have the problem that EVE's playerbase has doubled in the past year, and it's unlikely CCP's staff has doubled to keep up with it. However, hopefully CCP ends up hiring alot of new GMs to help out with atleast that part of the game, altho seeing more new devs could be cool too. Sorry you can't afford a dev so you get me instead ^^ - Xorus I hear Xorus is only 50 isk an hour - Immy Oooh that could get Suvetar for the day! - Cathath
Monngoo	Posted - 2006.09.13 08:27:00 - [43] I planned to make a post just like this. The fact that this post alread exists serves to demonstrate how bad the problem is. Players have to told me that their reimbursment petitions have gone unanswered for many months and they are still waiting. I too am tired of reading the news about 30k players while my problems go unaddressed. 22 days and still waiting.
Dak Torin Mithril Inc Xelas Alliance	Posted - 2006.09.13 08:42:00 - [44] Rubbish
Garia666 Amarr adeptus gattacus Lotka Volterra	Posted - 2006.09.13 09:07:00 - [45] CCP is scared about people talking or complaining about customer support.. Topics are being removed with out hesitation. They think by this they can ignore the customers. If i was CCP i would be man enough to face the problems and admit that they are there. If CCP make`s an official sticky where people can empty there hearths and get some feed back they will be less frustrated then they are now. However you will never see any reaction from an official. its to bad if you ask me. However i will make a prediction: There comes a day where CCP has to stop hiding behind there stones and will have to face it straight forward. I predict that some Gaming website with allot of influence will make an Topic about MMO`s and there customer support.. And make a verdict.
Flipper slipper	Posted - 2006.09.13 09:22:00 - [46] current reimbursement responsetime is a little over 5 weeks... i know because i had a reply to one last night. Its extremely frustrating, especially when its significant losses, I still have a carrier loss petition lingering from august 8'th.. thats a bill isk loss due to a desync issue in a fleet battle caused by a lag machine POS. A bill isk is not chicken feed and basically left my character dead in the water with no ship, i cant spend the isk for a new one because the reimbursement will reclaim the isk from insurance. I havent logged in for the last 4 weeks except to check for that petition, there is really no point... I am happy for CCP's success, eve is a great game, but customer support is woefully undemanned for the job... I am actually considering quitting eve for a while till they get the issue of GM availability resolved. Its not just the reimbursement issue, there is also the matter of bot's making isk and some players/corps and even alliances using borderline exploits in combat... I know i cant quit eve, i have 2 1/2 years and 5 accounts just above/below 40 mill SP, but I am thinking about it.... and before anyone gets coy... "NO you cant have my stuff, if anyone gets it its my good friends after so long in eve. Im using an alt to avoid freaking out my corpies :)
Sable Schroedinger Gallente Jericho Fraction The Star Fraction	Posted - 2006.09.13 10:00:00 - [47] Originally by: Garia666 CCP is scared about people talking or complaining about customer support.. Topics are being removed with out hesitation. They think by this they can ignore the customers. If i was CCP i would be man enough to face the problems and admit that they are there. If CCP make`s an official sticky where people can empty there hearths and get some feed back they will be less frustrated then they are now. However you will never see any reaction from an official. its to bad if you ask me. However i will make a prediction: There comes a day where CCP has to stop hiding behind there stones and will have to face it straight forward. I predict that some Gaming website with allot of influence will make an Topic about MMO`s and there customer support.. And make a verdict. Since this thread has been around for over 24 hours (you were able to post on it after about 23 hours), this is obviously either wrong, a lie and/or childish flaming. -------------------------------------------- Nothing is as cruel as the righteousness of innocents
Lazuran	Posted - 2006.09.13 11:12:00 - [48] Edited by: Lazuran on 13/09/2006 11:15:53 what I think about customer support? Same thing as Gandhi did about Western Civilization - it would be a good idea. SCNR. ;-) (I'm kidding - customer support here is OK, not their fault that there are so many issues) "The whole of NYC is not 1.0. Some back alley in the Bronx is deep 0.0, while right outside NYPD headquarters is 1.0." -- Slaaght Bana
Miss Overlord Gallente Garoun Investment Bank	Posted - 2006.09.13 11:18:00 - [49] the part about whining and complaints about customer service and thread removals is a natural reaction - that said if a majority of players were annoyed enough to cancel subscription it would make a factor that said a lot of ppl threaten to quit but the numbers show ongoing growth i say lets speed up new content pile in as many bugs and fix em later - all reimbursement petitions should just be ignored anyway or just remove em altogether
Sorja E X O D U S Imperial Republic Of the North	Posted - 2006.09.13 11:41:00 - [50] Very good customer support for the few times I had to deal with them. ____________________ Darko1107 > does anything in ascn space have tech II fittings? Quillan Rage > Iron ships
Anti Protagonist Gallente Archron Dusyfe Industries	Posted - 2006.09.13 16:33:00 - [51] Of the petition's that I have done (one loss, several exploit/harassment), they have all been handled well. The replacement took a month or two, but I got everything back. I'd say customer service is good here.
Auryn Darkblade	Posted - 2006.09.13 16:51:00 - [52] I must be living on another planet, because on this planet, waiting several WEEKS / MONTHS to get a lag ship loss refund to you is NOT ok. On my planet, no one would ever say that CCP customer support is doing a good job under these circumstances. Perhaps those of you who disagree are living on planet CCP?
Spaja Saist Gallente Isotope Industries	Posted - 2006.09.13 16:56:00 - [53] Originally by: Dixon 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. That's right. Blame the customer for CCP's servers being laggy as hell. I put in a petition almost a month ago and I've still heard nothing. I've cacelled all three of my accounts till they decide to get their heads out of their asses.
Spaja Saist Gallente Isotope Industries	Posted - 2006.09.13 17:02:00 - [54] Originally by: Fortior 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] How about you go **** yourself. This game has never been stabalised. It gets worse and worse with every month anymore. I've been playing from the beginning and the server are worse now than they've ever been. And this is with all the supposed new servers and database upgrade. I've lost all faith in CCP. They are only making the game worse.
MuffinsRevenger Brenodi Capital Constructions	Posted - 2006.09.13 17:03:00 - [55] I'm happy with it :o
Spaja Saist Gallente Isotope Industries	Posted - 2006.09.13 17:04:00 - [56] Originally by: Caleb Paine 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. Do you have proof this is happening? I thought not so shut the **** up. It's the idiots like you who think you know what everyone is petitioning.
Cutie Chaser Caldari Science and Trade Institute	Posted - 2006.09.13 17:33:00 - [57] Originally by: Darksaber64x ...I find it hard to belive that this many people lost their ship due to lag. I've been playing all through the lag, running level 4 missions in my raven... ... They don't have a magic log that tracks all ship losses for each person and where/why it happend... 2 points: 1.) It is people who run missions using ships which are less suited for mission running then a faction-fitted raven that have trouble with lag I think. T1 frigs in level 2s, AF in lvl 3, any non-raven in lvl 4s. In these situations lag can be much more fatal. 2.) It is not our fault that they do not have a ship-loss tracking system.
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.13 17:45:00 - [58] Originally by: Spaja Saist How about you go **** yourself. This game has never been stabalised. It gets worse and worse with every month anymore. I've been playing from the beginning and the server are worse now than they've ever been. And this is with all the supposed new servers and database upgrade. I've lost all faith in CCP. They are only making the game worse. So why are you still here? Sorry you can't afford a dev so you get me instead ^^ - Xorus I hear Xorus is only 50 isk an hour - Immy Oooh that could get Suvetar for the day! - Cathath
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.13 17:51:00 - [59] Originally by: Cutie Chaser 2 points: 1.) It is people who run missions using ships which are less suited for mission running then a faction-fitted raven that have trouble with lag I think. T1 frigs in level 2s, AF in lvl 3, any non-raven in lvl 4s. In these situations lag can be much more fatal. 2.) It is not our fault that they do not have a ship-loss tracking system. 1. An AF crushes lvl 3s, lag or not. The only time I've ever had a problem in a lvl 3 with my harpy, was after RMR, since now lvl 3 GEs pull almost full aggro on the last stage, however a gistii small SB and a kin hardener lets you tank till blue in the face. I've also run level 4s in a ferox, with lag. You're being ignorant to think you have to overkill on a mission. 2. I'm going to assume you're just trolling with this one, or that you've NEVER lost a ship. See those lossmails and killmails? You think those are gone forever when you delete it? GMs base reimbursements on that data, hence, you only get back what was blown up. I strongly suggest you think before just posting random garbage. I also have run lvl 4s in a T2/named mod fitted Raven in Lageken and Motsu, where the lag was so bad my launchers wouldn't auto-reload, and only on Vengance lvl 4 last stages, was it a problem. Sorry you can't afford a dev so you get me instead ^^ - Xorus I hear Xorus is only 50 isk an hour - Immy Oooh that could get Suvetar for the day! - Cathath
Tachy	Posted - 2006.09.13 17:51:00 - [60] Originally by: Cutie Chaser Originally by: Darksaber64x ...I find it hard to belive that this many people lost their ship due to lag. I've been playing all through the lag, running level 4 missions in my raven... ... They don't have a magic log that tracks all ship losses for each person and where/why it happend... 2 points: 1.) It is people who run missions using ships which are less suited for mission running then a faction-fitted raven that have trouble with lag I think. T1 frigs in level 2s, AF in lvl 3, any non-raven in lvl 4s. In these situations lag can be much more fatal. 2.) It is not our fault that they do not have a ship-loss tracking system. So pilots should never start a mission, or even undock? I like our GM team pretty much. They're doing a great job and they need a boost in numbers from GM who do not lose ships fitted with stuff that doesn't drop. If the code junkies squished a couple of bugs instead of dropping more bugged features onto tranquility ... ah, well, different department, I know ... eg --==*-- Even with nougat, you can have a perfect moment.

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