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Author	Thread Statistics \| Show CCP posts - 8 post(s)
Nira Li Destructive Influence Band of Brothers	Posted - 2006.09.30 20:28:00 - [61] It's not only CCPs fault there are long petition queues. If ppl wouldn't be lazy and not petition everytime they lost a ship we wouldn't have this problem. Suck it up if you lose a ship to lag and just get a new one. If you lose it to a bug in the game just send a bug petition and then get a new ship. People are so lazy these days it's sad. (Note that this is only pointed to the "Lost ship petition queue" thingie.) When it comes to other petitions like bugs, exploits, account stuff and other important stuff we can not accept a 3 months wait for a reply. You Will Cry My Name Funny Guys
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.30 20:32:00 - [62] Originally by: Namarus Try sending a mail to [email protected] CCP Customer Service is well known for being awful though. Acutally, it's known for being some of the best in the MMO industry, if not the best. Originally by: kieron The Carrier was never intended to be a solo OMGWTF mission-farming PWNmobile.
Hellspawn01 Amarr The Phantom Conglomerate	Posted - 2006.09.30 20:38:00 - [63] Originally by: Nira Li It's not only CCPs fault there are long petition queues. If ppl wouldn't be lazy and not petition everytime they lost a ship we wouldn't have this problem. Suck it up if you lose a ship to lag and just get a new one. If you lose it to a bug in the game just send a bug petition and then get a new ship. People are so lazy these days it's sad. (Note that this is only pointed to the "Lost ship petition queue" thingie.) When it comes to other petitions like bugs, exploits, account stuff and other important stuff we can not accept a 3 months wait for a reply. Right. Also tons of false macro mining reports from clueless (cant tell the difference between farmers - macro miners) ppl are very much of the total queue I assume. About that "wow works out petitions faster": 6mil players, 50 realms, tons of GMs. Ship lovers click here
Drone Hivemistress	Posted - 2006.09.30 20:39:00 - [64] Originally by: Malthros Zenobia Acutally, it's known for being some of the best in the MMO industry, if not the best. Heh, just because fanbois cream themselves over it doesn't make it the best. People spend more time waiting for a SINGLE petition then I think I've waited for all petitions I've ever filled out in all other MMO combined. AND if they are not hanging on the game, they have to start over? Way to go!
Datsun Achura Perkone	Posted - 2006.09.30 20:40:00 - [65] Originally by: Malthros Zenobia Originally by: Namarus Try sending a mail to [email protected] CCP Customer Service is well known for being awful though. Acutally, it's known for being some of the best in the MMO industry, if not the best. Oh, that's it settled then. We're lucky to wait 2 months since others have it worse. We should feel privileged!!
storm2k5	Posted - 2006.09.30 20:41:00 - [66] Originally by: Nira Li It's not only CCPs fault there are long petition queues. If ppl wouldn't be lazy and not petition everytime they lost a ship we wouldn't have this problem. Suck it up if you lose a ship to lag and just get a new one. If you lose it to a bug in the game just send a bug petition and then get a new ship. People are so lazy these days it's sad. (Note that this is only pointed to the "Lost ship petition queue" thingie.) When it comes to other petitions like bugs, exploits, account stuff and other important stuff we can not accept a 3 months wait for a reply. This thread isn't about long petion queues, it's about an obvious fault in petition handling. Long queues need alot of manpower, which CCP doesn't have or not yet. Which is from my POV completly understandable, since CCP is a company, and they need to earn some bucks to buy beer. On the other hand, an obviously faulty petition system isn't the fault of the players, it's the fault of the person or dev team that designed it. While human beings make faults everyday, it isn't viewed as a sign of incopetence if they admit this to be a fault which needs to be investigated.
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.30 20:46:00 - [67] Originally by: Eriol Hiiragizawa Edited by: Eriol Hiiragizawa on 30/09/2006 20:32:17 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. No they won't. People still don't realize the Leeroy Jenkins thing was staged. Originally by: kieron The Carrier was never intended to be a solo OMGWTF mission-farming PWNmobile.
Malthros Zenobia Caldari Independent Navy Reserve Kimotoro Directive	Posted - 2006.09.30 20:53:00 - [68] Originally by: Drone Hivemistress Originally by: Malthros Zenobia Acutally, it's known for being some of the best in the MMO industry, if not the best. Heh, just because fanbois cream themselves over it doesn't make it the best. People spend more time waiting for a SINGLE petition then I think I've waited for all petitions I've ever filled out in all other MMO combined. AND if they are not hanging on the game, they have to start over? Way to go! I have yet to have a petition take more than a month. Maybe they just search for my name daily in the petition queue. If you had posted this on WoW's boards or any SoE board, the thread would have vanished, and anyone who made threads about the thread vanishing, would get punished. I'm willing to bet alot of the people who complain about petition response times, are the people who lose a ship due to their own incompetence, and cry 'lag'. Anyone who's ever filed a petition that they know they could've avoided yes, it's your fault if you die to lag if the lag has been constant for you), really has no right to complain about waiting. Originally by: kieron The Carrier was never intended to be a solo OMGWTF mission-farming PWNmobile.
Drone Hivemistress	Posted - 2006.09.30 21:04:00 - [69] Originally by: Malthros Zenobia If you had posted this on WoW's boards or any SoE board, the thread would have vanished, and anyone who made threads about the thread vanishing, would get punished. I'm willing to bet alot of the people who complain about petition response times, are the people who lose a ship due to their own incompetence, and cry 'lag'. Anyone who's ever filed a petition that they know they could've avoided yes, it's your fault if you die to lag if the lag has been constant for you), really has no right to complain about waiting. Go, right now, to the SoE-run eq boards and use the search function to search for the string "Poor petition response time" or the like, and you'll find that they are NOT locked, and the one that I found was complaining about having to wait FOUR DAYS for a response. Don't know about WoW, so you could be right about them.
Xenofur Di-Tron Heavy Industries Knights Of the Southerncross	Posted - 2006.09.30 21:07:00 - [70] Originally by: Malthros Zenobia Originally by: Namarus Try sending a mail to [email protected] CCP Customer Service is well known for being awful though. Acutally, it's known for being some of the best in the MMO industry, if not the best. not quite. try mmorpg.com , look for a game made by a french company. ;)
Ithildin Gallente The Corporation	Posted - 2006.09.30 21:09:00 - [71] Originally by: Drone Hivemistress Originally by: Malthros Zenobia Acutally, it's known for being some of the best in the MMO industry, if not the best. Heh, just because fanbois cream themselves over it doesn't make it the best. People spend more time waiting for a SINGLE petition then I think I've waited for all petitions I've ever filled out in all other MMO combined. AND if they are not hanging on the game, they have to start over? Way to go! Depends on what sort of petition you are talking about. Very few other MMOs have actual losses, and it is this category that takes most time for GMs and also the category that gets filed most often. - Three years old
Gregory Eke	Posted - 2006.09.30 21:14:00 - [72] Originally by: Wrangler As you can see... you have to reply to a petition within 48 hours after a GM reply, or it will time out and be automatically closed. This made me giggle. He gets two days and you get three months? For the record, I haven't filed a petition in ages, and so I have no idea if what he experienced is typical, but on the face of it, that just doesn't seem right.
Kadarin Wolfenrecon Center for Disease Creation	Posted - 2006.09.30 21:20:00 - [73] 3 months vs 2 days does sound a bit unfair, and it also sounds like valuing the procedure at the expense of the customer.
stingy CEO High roller corp	Posted - 2006.09.30 21:44:00 - [74] Quote: valuing the procedure at the expense of the customer. Wonder what Wrangler has to say about that quote. hits the nail on the head for me.
Debunker	Posted - 2006.09.30 21:49:00 - [75] Originally by: stingy CEO Quote: valuing the procedure at the expense of the customer. Wonder what Wrangler has to say about that quote. hits the nail on the head for me. I'm with you mate. Just because we play a game, we have to suffer from long response times & strange internal processes... it's complete BS.
Lugz	Posted - 2006.09.30 22:11:00 - [76] Originally by: Debunker Originally by: stingy CEO Quote: valuing the procedure at the expense of the customer. Wonder what Wrangler has to say about that quote. hits the nail on the head for me. I'm with you mate. Just because we play a game, we have to suffer from long response times & strange internal processes... it's complete BS. This dead on, it nails what my experiance has been. I remember a little dev blog about if it isn't broke don't fix it being a weakness. CCP face it the system is broke. Your customer service philosopy is wrong. Fix it. We as customers don't have to care if you stick to your guns with this is how it supposed to work. If we as a consensus think it is wrong it is, period.
Daar United Alliance Nova Republic	Posted - 2006.09.30 22:41:00 - [77] Good God... Reading all that, I pray I'll never have to petition anything. Though I DID petition once... someone tried to sell me ISK for real money. That petition got a very fast responce. ------- Daar Free will is an illusion...
Dr Wilhelm Amarr Rigid Intrusive Products	Posted - 2006.09.30 22:46:00 - [78] I have to agree that the response time frankly is appalling. the idea that you have to wait 3 months and then be required to reply within 48 hours is somewhat ludicrous. Eve is riding a wave of success atm, minaly due to the vacuum in the MMO market. nothing decent has been released for some time and most of the players I see new in Eve are escapees from WOW, Everquest or whatever else. This situation will not remain the case for lon, and CCP continues to profit from the fact that this years MMO releases have frankly flopped. I for one expect to see a massive migration from this game once a game of comparable standard is released and I imagine the lousy customer service will be one of the contributing factors. I have played a number of other games, and very much enjoy this particular game, but my own limited experiences of dealing with GMs frankly sucks the big one, and I dread to think what I would experience if I ever had something serious happen. Compared to otehr games I have plyed this has to be th worst for customer service, and that frankly is lamentable for such an established game. The 'you will play whatever we do, because you want to' ethos here will not survive a serious challenge from another company. Rigid Intrusive Products: Market leaders for long & rigid thermal and kinetic penetrators.
Raem Civrie Umbra Congregatio Interstellar Alcohol Conglomerate	Posted - 2006.09.30 22:51:00 - [79] Edited by: Raem Civrie on 30/09/2006 22:53:03 Originally by: Wrangler As you can see in this Knowledge Base article, you have to reply to a petition within 48 hours after a GM reply, or it will time out and be automatically closed. Dude, "oil on fire" ring any bells? I'd say that the OP has a valid grievance, and I know I'd be pretty angry over a reply like that if I had gone through the same. Like, really angry. Greatly vexed, even. Vexed. Your post, to anyone unhappy with current state of customer service (yes, I know the reasons. You also stated those reasons. That was the correct response, just three posts too late) basically screamed "YOUR FAULT, PLZ DIE IN A DITCH!" Not cool. ---- All you do is bark, you never meow.
Hllaxiu Shiva Morsus Mihi	Posted - 2006.09.30 22:53:00 - [80] Originally by: Malthros Zenobia Originally by: Eriol Hiiragizawa Edited by: Eriol Hiiragizawa on 30/09/2006 20:32:17 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. No they won't. People still don't realize the Leeroy Jenkins thing was staged. And I suppose the next thing you'll tell me is that Santa Claus was actually my parents putting presents under the tree after I went to bed! --- Our greatest glory is not in never failing, but in rising up every time we fail. - Emerson
DeODokktor Caldari Dark Templars The Fonz Presidium	Posted - 2006.09.30 23:17:00 - [81] nice thread :/ Tho, I do have to wonder too, after 3 months of waiting to find yourself put back at the start, kinda sucks... I can see why it's a no-issue when petition waits are around a week. The best solution (if you cant log in, but do get email) is to reply to the email before the expire time saying something like "I cant check it till tuesday" ;P.. and if the gm replys to you, then bump it again before it times out.. That gets around their 48h booting script, and it keeps you active.. it does however fill up a useful petition slot of someone elses ;/
Kazaam Section XIII Tau Ceti Federation	Posted - 2006.09.30 23:23:00 - [82] Probably a drawback of the 'every-CCP-guy-working-on-petitions' day ( saw it somewhere in the blogs iirc ). Or maybe it's just an automated 48h timer, but in this case, maybe CCP could push it to at least 96h or a week. _________________________________________
Alessar Kaldorei Caldari Astral Wolves	Posted - 2006.10.01 00:13:00 - [83] Originally by: Lugz It shouldn't matter, we deserve to be treated like the valued customers we are. It doesn't matter if we are playing a MMO, or buying a coke, we are paying someone for something they are provided. After all, it's customer loyalty that keeps a game like this going. You ARE treated as the valued customer you are. The treatment should indicate just how much they value you individually. Furthermore, you are exactly correct. You are paying them for a service. That service is access to Eve online. You're not paying them for excellent customer support. I don't know who invented the "The customer is always right" line, but he was a moron. And people who actualy believe they should be treated as gods just because they're paying for a service are really annoying. You pay for the service as provided. If you don't like how they provide the service, and still pay them, that means you're paying for something you feel should be better. It doesn't give you the right to better treatment. You can ask for it, of course, but you can't 'demand' anything and expect to be taken seriously. They're either providing the best service they can, or don't care about you as much as you think they should. In either case, your 'demands' won't fix anything.
Epsilon 1	Posted - 2006.10.01 00:15:00 - [84] Originally by: Alessar Kaldorei Originally by: Lugz It shouldn't matter, we deserve to be treated like the valued customers we are. It doesn't matter if we are playing a MMO, or buying a coke, we are paying someone for something they are provided. After all, it's customer loyalty that keeps a game like this going. You ARE treated as the valued customer you are. The treatment should indicate just how much they value you individually. Furthermore, you are exactly correct. You are paying them for a service. That service is access to Eve online. You're not paying them for excellent customer support. I don't know who invented the "The customer is always right" line, but he was a moron. And people who actualy believe they should be treated as gods just because they're paying for a service are really annoying. You pay for the service as provided. If you don't like how they provide the service, and still pay them, that means you're paying for something you feel should be better. It doesn't give you the right to better treatment. You can ask for it, of course, but you can't 'demand' anything and expect to be taken seriously. They're either providing the best service they can, or don't care about you as much as you think they should. In either case, your 'demands' won't fix anything. You win this thread. Originally by: Steven Gerrard Why do those minmatarians throw their ships together from toilet paper and junk?
fuze Gallente Chosen Path Lotka Volterra	Posted - 2006.10.01 00:29:00 - [85] Does CCP care? They hired more GM so they do care. Although they should have done that months earlier lets hope it will change things for the better. Waiting for 3 months and you must respond in 48 hrs? Those rules were instituded when queues were mere days or weeks. Its sad that waiting queues are still way too long after such a long time.
Lugz	Posted - 2006.10.01 00:34:00 - [86] Originally by: Alessar Kaldorei Originally by: Lugz It shouldn't matter, we deserve to be treated like the valued customers we are. It doesn't matter if we are playing a MMO, or buying a coke, we are paying someone for something they are provided. After all, it's customer loyalty that keeps a game like this going. You ARE treated as the valued customer you are. The treatment should indicate just how much they value you individually. Furthermore, you are exactly correct. You are paying them for a service. That service is access to Eve online. You're not paying them for excellent customer support. I don't know who invented the "The customer is always right" line, but he was a moron. And people who actualy believe they should be treated as gods just because they're paying for a service are really annoying. You pay for the service as provided. If you don't like how they provide the service, and still pay them, that means you're paying for something you feel should be better. It doesn't give you the right to better treatment. You can ask for it, of course, but you can't 'demand' anything and expect to be taken seriously. They're either providing the best service they can, or don't care about you as much as you think they should. In either case, your 'demands' won't fix anything. No, I am not being treated as a valued customer. I am paying for a service that at times isn't available. Isn't working as the way it was stated. And there is no clear signal when it will be fixed. Service is not being completly provided therefore I have legitimate complaints. Does a customer have a right to have their complaints heard and dealt with in a reasonable manner and time? Yes, remember I spend 40+ hours on the other end of the line. I work as a Technical Support Engineer, when stuff doesn't work it's hell. But that doesn't mean that the customer is wrong for wanting what they have purchased to work properly. I'm not paying for something I feel should be better. I'm paying for something that should work as stated. If it is not as stated then they are deceiving the customer. I'm very patient and I have faith that the errors will be fixed. If you are selling something the customer is not always right. There is a 95% rule, you will never get more than 95% customer satisfatcion. But I feel and by the looks of it many others do also that CCP is no where near the 95% mark. That being said CCP should look for continual improvement, which at this time is very much not the case. Do I feel they are providing the best service they can? No. Why do you care how other players are being treated? If they aren't being treated fair you wouldn't have any idea. Every situation is unique, and from the looks of it, customers simply aren't being treated as they should be.
Caldess 0utbreak	Posted - 2006.10.01 00:41:00 - [87] There's really only one way to protest this sort of thing. Linkage --------------
Alessar Kaldorei Caldari Astral Wolves	Posted - 2006.10.01 00:47:00 - [88] The main problem here is the difference between what you THINK you're paying for, and what you're actually paying for. Read the EULA. Go ahead. Don't worry, I'll be here when you get back. Good, you're done? THAT is what you're paying for. You agree to it every time you open the game. Sure, it probably isn't completly legal, I'm not familiar with Icelandic law. I suppose I might have a case if I sued over something, maybe. But you know what? Noone forces me to play Eve. I agree to those terms and conditions, and I actually value my word. I don't just click 'agree' just to get it over with and then complain about what I agreed to. I find that to be incredibly immature. CCP wants to make a game and run a company the way they run it. What right do you have, 'valued customer', to demand they change? Are they supposed to change the way they run things, simply because you give them money? If they value the money you give, and stand to lose it if they don't change, then they'll consider it. But the decition is wholly in their hands. Your demands are laughable, and have little to do with the process.
Telescopi	Posted - 2006.10.01 00:47:00 - [89] warning - ppb (post pub post) I feel wranglers pain - he doesn't want to provide bad service, but sometimes it is not possible - business goes up, staff stay static. I work for a uk e-tailer who has had massive growth spurts, equally as huge as CP has had with eve, and it hurts. You simply cannot hire staff and train them in the time scales customers expect - it takes months, probably more in iceland and in a much more specialised area than 'where is my order'. I will say this though - and I hope wrangler reads it - employ at least 25% more GM's than you need, because you will need them before you can employ more, and not planning for growth will kill repeat sales (and in a subscription business you are particularly sensitive). And if the petitions slow down, please god don't sack people, people are your life blood. The biggest problems I have seen are due to not employing for the future and cutting back as soon as the crisis is over.
Namarus Gallente	Posted - 2006.10.01 01:04:00 - [90] Originally by: Alessar Kaldorei The main problem here is the difference between what you THINK you're paying for, and what you're actually paying for. Read the EULA. Go ahead. Don't worry, I'll be here when you get back. Good, you're done? THAT is what you're paying for. You agree to it every time you open the game. Sure, it probably isn't completly legal, I'm not familiar with Icelandic law. I suppose I might have a case if I sued over something, maybe. But you know what? Noone forces me to play Eve. I agree to those terms and conditions, and I actually value my word. I don't just click 'agree' just to get it over with and then complain about what I agreed to. I find that to be incredibly immature. CCP wants to make a game and run a company the way they run it. What right do you have, 'valued customer', to demand they change? Are they supposed to change the way they run things, simply because you give them money? If they value the money you give, and stand to lose it if they don't change, then they'll consider it. But the decition is wholly in their hands. Your demands are laughable, and have little to do with the process. You don't know very much about Eve's growth do you? Most of Eve's increase in customers has been by word of mouth. It does not take much for that same word of mouth to result in an increase in "churn". Right now the average account life span is just 7 months. That is the turn around time for a petition or two at most. If people have a bad experience in their 7 months, they don't come back and don't tell others about it. If you honestly believe that the customer is not right, you really do not have a clue on how to run a "service" business. Customer satisfaction is what keeps customers paying for the product. There are a number of mmorpgs out there that failed to keep the customers happy. The result? ... they went belly up and closed down. So no matter what the EULA says, companies should aim to keep their customer's happy.

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