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Author	Thread Statistics \| Show CCP posts - 8 post(s)
Pattern Clarc The Priory	Posted - 2006.09.30 17:35:00 - [31] Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. LoL Wait, so you post a petition, and after 3 months you get a reply out of the blue? Then you have 48 hours to reply? ---------- It should be, you post a petition, wait 48 hours, then have 3 months in which you can reply... To seriously think that a player should be online with that kind of activity for such an indetirminable period of time is a joke to be perfectly honest, and should be looked at
Sarduk Larish Amarr Equitatus Vindex	Posted - 2006.09.30 17:37:00 - [32] Edited by: Sarduk Larish on 30/09/2006 17:37:22 _______________________________________________ This dose of neutrality and reason brought to you by Khanid Krunch (2% Vitoc)-The only way to start your day.If your hungry in the morning reach for KK
Soulita Gallente	Posted - 2006.09.30 17:46:00 - [33] Originally by: Epsilon 1 Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. Correct, always been that way. Yup, always has been that way - what's new is that answers to petitions take up to a month. Quite seriously, there is no valid excuse for such a long wait on petition answers. I hope that the guys at ccp remember how customer support worked in the beginning of the game, and organize the manpower to handle the need for support of the now much bigger customer base in a satisfactory manner.
Druid R Murder of Crows Blood of the Innocents	Posted - 2006.09.30 17:48:00 - [34] i think wrangler here the problem may be that he doesn't know bout the 48 hour rule, i certainly didn't. not everybody reads the knowledge database. perhaps tagging it on to gm responses would help there. or (i'm not sure if it already does this) sending an email to your supplied email addy (the one linked to your account) to alert you. And there has to be a better way then sending it straight to the back of the queue, just move it to a new folder, called 'we ve said our bit but is it closed?'. So if in 3 days time they do reply then it could get looked at faster than 3 months, while after a week the ones that still haven't replied close up. i'm just throwing idea's around cause the customer service isn't as good as it should be, but iwould rather try and help suggest possible solutions (aside from increasing your staff yet more) to help. at least he isn't threatening to quit the game, he just wants a better service
Epsilon 1	Posted - 2006.09.30 17:53:00 - [35] Originally by: Soulita Originally by: Epsilon 1 Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. Correct, always been that way. Yup, always has been that way - what's new is that answers to petitions take up to a month. Quite seriously, there is no valid excuse for such a long wait on petition answers. I hope that the guys at ccp remember how customer support worked in the beginning of the game, and organize the manpower to handle the need for support of the now much bigger customer base in a satisfactory manner. Ahh... how it worked, was a fine community with great dev support (i miss j00 TomB ), post-rmr the population doubled, then a new wave of isk sellers (in large quantities) plus server instability due to the population -- all this breeds new petitions. Originally by: Steven Gerrard Why do those minmatarians throw their ships together from toilet paper and junk?
Soulita Gallente	Posted - 2006.09.30 17:57:00 - [36] Originally by: Epsilon 1 Originally by: Soulita Originally by: Epsilon 1 Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. Correct, always been that way. Yup, always has been that way - what's new is that answers to petitions take up to a month. Quite seriously, there is no valid excuse for such a long wait on petition answers. I hope that the guys at ccp remember how customer support worked in the beginning of the game, and organize the manpower to handle the need for support of the now much bigger customer base in a satisfactory manner. Ahh... how it worked, was a fine community with great dev support (i miss j00 TomB ), post-rmr the population doubled, then a new wave of isk sellers (in large quantities) plus server instability due to the population -- all this breeds new petitions. True, true... an excuse alright, but not a valid one in my eyes. If the number of petitions grows, then the manpower to handle them needs to be adjusted. A temporary spike in response times is excuseable, a permanent one is not.
Druid R Murder of Crows Blood of the Innocents	Posted - 2006.09.30 18:00:00 - [37] i thought they took on new ppl neways? there of course is the problem of making sure they are legit, not like that gm who got caught cheating and taking his mates stuff, though he did get the boot :) customer service is the bain of many companies, ccp included, not an overnight solution either generally
Xenofur Di-Tron Heavy Industries Knights Of the Southerncross	Posted - 2006.09.30 18:01:00 - [38] Originally by: Epsilon 1 Sir, you ever played other MMOs? How about GM Dave for a rude gm? Bad service in other products does not justify bad service in this product. Aside from that: There are also other MMOs that completely outstrip most of the industry with the quality of their customer service.

Wrangler	Posted - 2006.09.30 18:05:00 - [39] We have hired a lot of new GMs and more are coming in still. However, it does take some time to get them in, and to get them trained. Petition response time should have increased greatly now after last friday. I'm guessing it's the complicated cases that can still be a few months old since they require a lot of investigation and senior GM attention. Wrangler Assistant Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads Knowledge Base - Player Guide - Policies - Join ISD - Fan Submissions

Soulita Gallente	Posted - 2006.09.30 18:08:00 - [40] Edited by: Soulita on 30/09/2006 18:11:18 - arghh edited, since Wrangler was too fast for me.... talking about speed...... well Wrangler, good to hear new manpower is rollin in to help the support team. Lets hope this gets most of the probs sorted.
Epsilon 1	Posted - 2006.09.30 18:08:00 - [41] Edited by: Epsilon 1 on 30/09/2006 18:08:32 Originally by: Xenofur Originally by: Epsilon 1 Sir, you ever played other MMOs? How about GM Dave for a rude gm? Bad service in other products does not justify bad service in this product. Aside from that: There are also other MMOs that completely outstrip most of the industry with the quality of their customer service. Bad service/support - right, petitions not being answered, is that all? Only the reimbursment section has a long queue, just because every time a carebear loses his ship he gets advice from his corpm8s to petition it, its a kool trend nowadays. And when its his turn: a GM tells him kindly that the server side logs don't show anything, but of course - he lost his dreadnaught/carrier in a LVL4 mission because he fitted a large rep instead of a cap one. Originally by: Steven Gerrard Why do those minmatarians throw their ships together from toilet paper and junk?
Xenofur Di-Tron Heavy Industries Knights Of the Southerncross	Posted - 2006.09.30 18:16:00 - [42] Originally by: Epsilon 1 Bad service/support - right, petitions not being answered, is that all? Only the reimbursment section has a long queue, just because every time a carebear loses his ship he gets advice from his corpm8s to petition it, its a kool trend nowadays. And when its his turn: a GM tells him kindly that the server side logs don't show anything, but of course - he lost his dreadnaught/carrier in a LVL4 mission because he fitted a large rep instead of a cap one. Sorry, but you're hardly making a point there, in fact, i'm having great trouble trying to figure out what the purpose of the part of your post that replies to mine is, if there even is one. As for fake petitions in order to regain stuff used in normal gameplay: Make a policy that penalizes players for making obviously fake loss petitions and thus wasting GM time. Shouldn't be much of a problem, seeing how there already is one that penalizes players for not being ingame for two days.
Epsilon 1	Posted - 2006.09.30 18:20:00 - [43] Edited by: Epsilon 1 on 30/09/2006 18:21:24 Originally by: Xenofur Edited by: Xenofur on 30/09/2006 18:16:24 Sorry, but you're hardly making a point there, in fact, i'm having great trouble trying to figure out what the purpose of the part of your post that replies to mine is, if there even is one. As for fake petitions in order to regain stuff used in normal gameplay: Make a policy that penalizes players for making obviously fake loss petitions and thus wasting GM time. Shouldn't be much of a problem, seeing how there already is one that penalizes players for not being ingame for two days. If you PLAYED the game long enough and know it inside out you'd get my point. Originally by: Steven Gerrard Why do those minmatarians throw their ships together from toilet paper and junk?
d'hofren Queens of the Stone Age Chimaera Pact	Posted - 2006.09.30 18:30:00 - [44] Originally by: Epsilon 1 Edited by: Epsilon 1 on 30/09/2006 17:27:50 Edited by: Epsilon 1 on 30/09/2006 17:27:08 Originally by: Nicholai Pestot Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. Great to know. Now could you explain why an otherwise fantastic company has such a ****ty policy? How about you shove that comment up your arse and be glad that you're playing on a single server and the devs reply to your posts. pst this is not blizzard ie yank I don't understand why you are being so hostile on this. TBh, it is borderline trolling. The point is simple: The 48 hour thing was fine back when we had responses to petitions within a week or so. Miss the reply window and you could re-petition and have the whole thing dealt with within say 14 days.... Missing the window now and repetitioning could result in delay of around an extra month, (according to my last petition - and no it wasn't a lost ship, it was a load of items that went missing when dragged from ship to hanger). I think the point is that surely CCP could relax this 48 hour for people who have been waiting a long time?
Xenofur Di-Tron Heavy Industries Knights Of the Southerncross	Posted - 2006.09.30 18:34:00 - [45] Ah, right, i am but a mere 7 month noob, so i beg your pardon. I will wait at least 2 more years before attempting to find out what the point of said post was, providing i will be able to determine wether there even is one. Meanwhile i will stand by my opinion that the level of quality of service in other products should be able to justify a low level of service in this product. Personally i am still waiting for any kind of response from ccp or their support team that might actually help the OP, instead of reaffirming that the chance of him ever receiving any is quite low. (It would even be enough to say "Yea, we contacted him to work it out.")
Crypt Gallente Raging Ratel Alliance	Posted - 2006.09.30 19:05:00 - [46] Originally by: Epsilon 1 Edited by: Epsilon 1 on 30/09/2006 18:21:24 Originally by: Xenofur Edited by: Xenofur on 30/09/2006 18:16:24 Sorry, but you're hardly making a point there, in fact, i'm having great trouble trying to figure out what the purpose of the part of your post that replies to mine is, if there even is one. As for fake petitions in order to regain stuff used in normal gameplay: Make a policy that penalizes players for making obviously fake loss petitions and thus wasting GM time. Shouldn't be much of a problem, seeing how there already is one that penalizes players for not being ingame for two days. If you PLAYED the game long enough and know it inside out you'd get my point. And your point is what exactly? That you're a troll? Everyone has already noticed that so give it a rest. Quote: It is a poor sort of man who is content to be spoon-fed knowledge that has been filtered through the canon of religious or political belief
Epsilon 1	Posted - 2006.09.30 19:07:00 - [47] Edited by: Epsilon 1 on 30/09/2006 19:09:45 Edited by: Epsilon 1 on 30/09/2006 19:07:24 Originally by: Crypt Originally by: Epsilon 1 Edited by: Epsilon 1 on 30/09/2006 18:21:24 Originally by: Xenofur Edited by: Xenofur on 30/09/2006 18:16:24 Sorry, but you're hardly making a point there, in fact, i'm having great trouble trying to figure out what the purpose of the part of your post that replies to mine is, if there even is one. As for fake petitions in order to regain stuff used in normal gameplay: Make a policy that penalizes players for making obviously fake loss petitions and thus wasting GM time. Shouldn't be much of a problem, seeing how there already is one that penalizes players for not being ingame for two days. If you PLAYED the game long enough and know it inside out you'd get my point. And your point is what exactly? That you're a troll? Everyone has already noticed that so give it a rest. And who might you be? It's not my problem you didn't get the point and follow the obvious logic as to why the petition queues are long and support isn't being top-notch. Originally by: Steven Gerrard Why do those minmatarians throw their ships together from toilet paper and junk?

Wrangler	Posted - 2006.09.30 19:10:00 - [48] I think this is the time some of you realise you're never going to agree with each other, shake hands, and go do something else. Wrangler Assistant Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads Knowledge Base - Player Guide - Policies - Join ISD - Fan Submissions

Namarus Gallente	Posted - 2006.09.30 19:15:00 - [49] Originally by: Epsilon 1 Originally by: Namarus Originally by: Epsilon 1 Edited by: Epsilon 1 on 30/09/2006 17:27:50 Edited by: Epsilon 1 on 30/09/2006 17:27:08 Originally by: Nicholai Pestot Originally by: Wrangler This is not something new, you were always required to answer within about 48 hours, or the petition times out. Great to know. Now could you explain why an otherwise fantastic company has such a **ty policy? How about you shove that comment up your arse and be glad that you're playing on a single server and the devs reply to your posts. pst this is not blizzard ie yank If you have nothing constructive to add fanboy get lost. I should be glad that I am "PAYING" to wait 3 months for a reply? Oh yes indeed .... I am so grateful. When you could expect a reply from a GM in a day or two after your initial petition that policy might have been viable. However, now that you wait months for a reply, expecting a turn around of two days is very shortsighted. It doesn't lower your petition queue, it instead increases it, and decreases your customer loyalty. Fanboy Be grateful your ***** race didnt get nerfed to bloody stone age after you've been training for 7 months Fanboy Thanks for another constructive response troll. I've played this game since day one. I have also had to wade through customer service for other mmorpgs. There does seem to be issues with CCP customer service, that need to be sorted. When Eve first started up, Customer Service was excellent, response time was very good, and GMs were knowledgable. Move forward three and a bit years, and Customer Service has gone down hill, GMs are less knowledgable, and in some cases rather curt or rude. I really hope that the new recruitment drive for GMs will make a difference, but some how I see the problem with customer service lasting for at least many months more. P.S. Interesting to see that pressing reply still allows you to read words that are censored by the forums.
Hohenheim OfLight The MadKas Alliance Vanu Space Command	Posted - 2006.09.30 19:17:00 - [50] To the op I know what you mean 5 pettions later all auto closed after a month for no reason and alliance mail still does not work we have to repostalliacne mails every day. Also i after 2 months of wating to get some fighters back aftera bug i was away when the gm responded saying they where in my hanger while i was away which meant that that it was closed, with 48 hours only for me to find the gm had not replaced the fighters i have no had to to petion the pettion, probley my 3 petion about a pettion. I have sent a few emails to the black hole that is mods@ccp only to get no reaplay customer serverice is **** unless your in bob. The devs jsut dont give a dam any more, they can say they do all they want but their actions speake volumes more than their words. ----------------------------------------------
Lugz	Posted - 2006.09.30 19:22:00 - [51] I think we can all agree that the customer service situation is significantly less than desireable. Good luck to the new GM's, you have a lot against you starting out. And in the current environment I don't see it getting much better for you unless there are some philisophical changes.
stingy CEO High roller corp	Posted - 2006.09.30 19:23:00 - [52] Edited by: stingy CEO on 30/09/2006 19:24:17 Quote: I think this is the time some of you realise you're never going to agree with each other, shake hands, and go do something else. And I think it is time for you people to please go fix my frigging issue after 3 months of waiting. Start bettering the situation one case at a time. If you want people to reply within a 48 hr period, and you are going to allow yourself three months of flexibility, have that message as an autosignature under EVERY mail your Gm's send out. It is incredibly ironic, that if a certain GM would have not screwed up totally a few months ago, I wouldn't have had to petition, and this thread wouldn't exist at all.
Exiled One Amarr Imperial Shipment	Posted - 2006.09.30 19:36:00 - [53] Originally by: stingy CEO Edited by: stingy CEO on 30/09/2006 19:24:17 Quote: I think this is the time some of you realise you're never going to agree with each other, shake hands, and go do something else. And I think it is time for you people to please go fix my frigging issue after 3 months of waiting. Start bettering the situation one case at a time. If you want people to reply within a 48 hr period, and you are going to allow yourself three months of flexibility, have that message as an autosignature under EVERY mail your Gm's send out. It is incredibly ironic, that if a certain GM would have not screwed up totally a few months ago, I wouldn't have had to petition, and this thread wouldn't exist at all. Hmm..iconic you're a former SWG player? OKOK. Seeing as you're the thread starter, semi-flaming a dev should/will get your post removed and/or this thread locked. I vote to lock this thread.
stingy CEO High roller corp	Posted - 2006.09.30 19:48:00 - [54] And I vote to keep trolls out of this thread. Any reasonable person cannot pass up on this simple reasoning : I have an issue due to a mistake of one of their employees (or so I claim, they have to investigate it after all), I wait for three months, or about 90 Euros worth considering the amount of accounts I have, and they screw me over. I think considering the cirucmstances you can't call me a flamer, you can call me a disgruntled customer with every right to make his dissatisfaction publicly known if my options to resolve the matter differently have been exhausted.
Ithildin Gallente The Corporation	Posted - 2006.09.30 20:01:00 - [55] Vote or vote. You're the thred creator, mail [email protected] if you want your thred cleaned. Risk is they'll lock it because of gm action discussion, though. In either case, how long do you think it's fair to let an unanswered petition lie at top of queue before it gets given low priority? - Three years old
Xenofur Di-Tron Heavy Industries Knights Of the Southerncross	Posted - 2006.09.30 20:09:00 - [56] solution: have the whole queue viewable and online/offline displays. anyhow, i bet they have that already and just needed a way to cut down on spam.
storm2k5	Posted - 2006.09.30 20:14:00 - [57] Originally by: Ithildin Vote or vote. You're the thred creator, mail [email protected] if you want your thred cleaned. Risk is they'll lock it because of gm action discussion, though. In either case, how long do you think it's fair to let an unanswered petition lie at top of queue before it gets given low priority? I really don't see the problem with this, since unanswered petition cause no work on CCP's side, they could just sit in a seperate folder for a few weeks. And it's not a valid point if CCP says "it probably is a complicated case, and involves alot of GM work" Ok, right, it needs along time to ask for a timestamp. I work in customer service, too. And all I can say is, sometimes customers are the reincarnation of the evil. But sometimes even customers are right, and the worst thing you can do is say "it is like it is" and "it has always been like this". The correct approach would be an apology and a try to resolve further issues with this. As a company who gets money from customers, your number 1 goal is to try keep them as happy as possible. Honestly, I can't believe CCP tries to talk around this and not just put the waiting time to lets say 2 weeks. 5 Minutes of work, and some customers are more happy than before. No negative sideeffects at all.
Eriol Hiiragizawa The Raven Warriors	Posted - 2006.09.30 20:16:00 - [58] Originally by: Xenofur Originally by: Epsilon 1 Sir, you ever played other MMOs? How about GM Dave for a rude gm? One of these days, people will figure out that GM Dave is a fictional entity created by a FFXI player called "Taodyn". -------------------- In Soviet HED, Gate camps YOU!
Ithildin Gallente The Corporation	Posted - 2006.09.30 20:18:00 - [59] That is assuming it doesn't require any rewrite of their queue system ;) - Three years old
storm2k5	Posted - 2006.09.30 20:21:00 - [60] Originally by: Ithildin That is assuming it doesn't require any rewrite of their queue system ;) yes it requires a rewrite: 1) open source 2) search for global $time_we_want_our_customers_to_be_offline_max 3) edit global from 48hours to 2 weeks 4) compile (if it isn't even scripted) -> 5 minutes of work

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