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Alex Sinai
IRON SPACEMEN RA Citizens
102
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Posted - 2015.09.20 05:24:09 -
[1] - Quote
Hi,
CCP does a lot to attract new pilots, and does provides there quick and effective support. However here's decent example of alienating customer. I filed support request more than a week ago to recover item from expired contract (a person is not online anymore), I have notification in game I log in every time. However, no reply so far from support at all. Its been more than a week. Considering the numbers of pilots online, general half-emptiness of space and this kind of "support" I begin to re-evaluate my decision of returning to play EvE. Just for general knowledge of CCP, customer support is important part of any business. At this time, it's a bit lacking. What was your experiences with their support?
Don't let them fly safe!
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Zahara Cody
Imperial Corrections Service.
187
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Posted - 2015.09.20 05:27:46 -
[2] - Quote
There's nothing quick and effective about CCP except for alienating customers. gg
Selling a Silver Magnate for 1 trillion isk. No less.
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Alex Sinai
IRON SPACEMEN RA Citizens
102
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Posted - 2015.09.20 05:34:35 -
[3] - Quote
Zahara Cody wrote:There's nothing quick and effective about CCP except for alienating customers. gg
Haha good one! :-)
Don't let them fly safe!
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ShahFluffers
Ice Fire Warriors Snuffed Out
8691
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Posted - 2015.09.20 06:01:27 -
[4] - Quote
Alex Sinai wrote:I filed support request more than a week ago to recover item from expired contract (a person is not online anymore), I have notification in game I log in every time. However, no reply so far from support at all. Its been more than a week. Have you considered... at all... that the person who accepted your contract (a courier contract I assume) simply stole your stuff and doesn't want to return it?
Yes, this does happen. No, this is not a bug. No, there is not much Customer Support can do about this. Yes, stealing is allowed.
Alex Sinai wrote:Considering the numbers of pilots online, general half-emptiness of space and this kind of "support" I begin to re-evaluate my decision of returning to play EvE. Just for general knowledge of CCP, customer support is important part of any business. At this time, it's a bit lacking. What was your experiences with their support? Let's assume that EVE has a ballpark subscriber count of about 350 to 400k pilots.
Now let us assume that, on average, about a quarter of those pilots (~85k to 100k) are genuinely active on a daily basis.
Now let us assume that about a quarter of those daily active pilots (~21 to 25k) have some kind of problem that requires customer support.
Now let us assume that about a quarter of those petitions (~5k to 7k) are actual issues that require some kind of research and not your average whine.
Now let us assume that about a quarter of those issues (~1250 to 1750) are something gnarly and requires a butt load of time to dig into the game itself and figure out what the problem is.
Now imagine how much time it will take for a company with about 300 to 500 employees (~100 of which may be dedicated customer support) to get through all those logs and figure out each and every problem in a more or less fair manner.
Harden up buttercup. No every company can (or even will) provide 24/7 support that will give you the tender love and care your desire on demand. Sometimes you need to just move on and enjoy what you have regardless of the circumstances you are in... all the while hoping for the best.
(disclosure: yes, I have worked in the service industry before. There is a tacit understand that no matter how fast, efficient, or well you do you job you can't please everyone or "do your job well enough." And sometimes you just have to tell people to be patient or simply **** off... consequences be damned)
How did you Veterans start?
The Skillpoint System and You
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Paranoid Loyd
6930
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Posted - 2015.09.20 06:05:51 -
[5] - Quote
ShahFluffers wrote:Have you considered... at all... that the person who accepted your contract (a courier contract I assume) simply stole your stuff and doesn't want to return it? Not to mention that person could have had every intention of delivering it, but someone like myself took it away from them because they didn't know how to properly protect it.
"Gankers are just other players, not supernatural monsters who will get you if you don't follow some arbitrary superstition. Haul responsibly and without irrational fear." Masao Kurata
Fix the Prospect!
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Webvan
All Kill No Skill
13979
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Posted - 2015.09.20 07:22:01 -
[6] - Quote
Alex Sinai wrote:I begin to re-evaluate my decision of returning to play EvE. Yeah, a ticket like that can take special attention for CCP's investigation team to resolve. Seems like a possible item recovery/replacement issue, and that can take up to three months as it's not regular game support. If that is a bit too much for you, you could just contract your stuff to me, I'll put it to use after you have left the game. Good luck.
I'm in it for the money
Ctrl+Alt+Shift+F12
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Tiberius Heth
Say No to Features
135
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Posted - 2015.09.20 07:32:20 -
[7] - Quote
Alex Sinai wrote:Hi,
CCP does a lot to attract new pilots, and does provides there quick and effective support. However here's decent example of alienating customer. I filed support request more than a week ago to recover item from expired contract (a person is not online anymore), I have notification in game I log in every time. However, no reply so far from support at all. Its been more than a week. Considering the numbers of pilots online, general half-emptiness of space and this kind of "support" I begin to re-evaluate my decision of returning to play EvE. Just for general knowledge of CCP, customer support is important part of any business. At this time, it's a bit lacking. What was your experiences with their support?
Because your request is dumb. You created a courier contract, someone else accepted it and chose to not complete it. Why in hell's name should a GM reverse it? They probably received your petition, read it, laughed at it, passed it round the other GMs with a "lol, look at this idiot" and put it on the bottom of the pile. |
Tisiphone Dira
New Order Logistics CODE.
328
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Posted - 2015.09.20 08:21:52 -
[8] - Quote
Paranoid Loyd wrote:ShahFluffers wrote:Have you considered... at all... that the person who accepted your contract (a courier contract I assume) simply stole your stuff and doesn't want to return it? Not to mention that person could have had every intention of delivering it, but someone like myself took it away from them because they didn't know how to properly protect it.
I too have come across a few misplaced courier packages, I would of course return it to the original owner as a responsible citizen would, but it doesn't tell me who owned it. Maybe next time include your name in it so we can help, a named bookmark perhaps? |
ShahFluffers
Ice Fire Warriors Snuffed Out
8693
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Posted - 2015.09.20 13:36:22 -
[9] - Quote
Tisiphone Dira wrote:Paranoid Loyd wrote:ShahFluffers wrote:Have you considered... at all... that the person who accepted your contract (a courier contract I assume) simply stole your stuff and doesn't want to return it? Not to mention that person could have had every intention of delivering it, but someone like myself took it away from them because they didn't know how to properly protect it. I too have come across a few misplaced courier packages, I would of course return it to the original owner as a responsible citizen would, but it doesn't tell me who owned it. Maybe next time include your name in it so we can help, a named bookmark perhaps? In such a case you can look up the contract you failed and find the reciptient's name.
How did you Veterans start?
The Skillpoint System and You
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Memphis Baas
568
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Posted - 2015.09.20 14:28:32 -
[10] - Quote
Two weeks response time for minor issues (minor in their view) is common. On the plus side, tickets are resolved by trained, knowledgeable, and helpful people, rather than some guy on the other side of the globe who doesn't even know what the game is.
So overall the ticket system requires patience but is pretty good, compared to other MMO's. |
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Dradis Aulmais
RW Vindicator Connection Phoebe Freeport Republic
1031
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Posted - 2015.09.20 15:06:03 -
[11] - Quote
In before the lock.
If you would have bothered to do a search of the forums we close these threads about 4 times a week. I suggest you read the summit minutes from day 2. CCP solves most of their support tickets in 24 hours. Tickets that require going through logs can take up to three months depending on the complexity.
Reported for redundancy special snowflakes should go to the end of the line.
Dradis Aulmais, Federal Attorney Number 54896
Free The Scope Three
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Alex Sinai
IRON SPACEMEN RA Citizens
104
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Posted - 2015.09.20 15:10:32 -
[12] - Quote
Thank you ShahFluffer and MemphisBaas for your decent replies.
Also thanks to trolls, I see that forums are as usual full of em )))
Issue was resolved today.
Don't let them fly safe!
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ISD Buldath
ISD STAR
180
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Posted - 2015.09.20 15:34:40 -
[13] - Quote
Quote: 3. Ranting is prohibited.
A rant is a post that is often filled with angry and counterproductive comments. A free exchange of ideas is essential to building a strong sense of community and is helpful in development of the game and community. Rants are disruptive, and incite flaming and trolling. Please post your thoughts in a concise and clear manner while avoiding going off on rambling tangents.
Tickets take as long as they need too be sure everything is looked at and done properly. They are also done in the order they are received. Locked.
~ISD Buldath
Interstellar Services Department
Support, Training and Resources Division
Lt. Commander
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