Gareth Orkney
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Posted - 2006.10.06 08:52:00 -
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I am also quite disgusted with EVE's customer service. A gang in my alliance, which included a good portion of my corp, was cheated by an exploit during an attack on pirates, with a CCP GM right there in the system to see it happen; we lost ships and pods as the clients for our entire gang were disconnected at precisely the same second - we were all on teamspeak and compared logs, which all matched perfectly - while the opponents, who were unaffected, lied their way out of punishment. Our petitions were shrugged off TWICE with a snippy, dismissive form reply (EVERY one of us in the gang got the samew reply, word for word) that made it clear that customer service wasn't even interested in helping us - I work for a service company, and I well know the tone when I hear it. Finally, one of our members who is a techie sent EVERY log in and went over the head of the original rep, and finally got some satisfaction when CCP were grudgingly - and ONLY grudgingly- forced to concede that something did indeed happen and that we were due for reimbursement. Despite the fact that this player mentioned us all by name, and we all had petitions out for this ALREADY, the one player who got reimbursed was told that we'd all have to petition AGAIN if we wanted anything. I don't care how busy your business may be - if I tried doing that in my job, I'd be given my walking papers over it. Now, after two weeks of waiting for something besides snide form replies, I'm hoping that a fresh petition will work. It should NEVER have gotten past the first - not when the customer service agent only had to ask the GM who was there - and who I mentioned BY NAME - what happened.
I realize that EVE got a lot of petitions that weekend, which is why I have them a week. But after three weeks and only snippy replies when our corp *has* proven that a system exploit happened, I feel I can say that I have gotten rather crappy service. My company services a LOT more people than CCP does, and we certainly couldn't get away with making a customer wait three weeks to resolve a problem that is ours.
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