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Thread Statistics | Show CCP posts - 1 post(s) |
LoganFire
Amarr
Quam Singulari
Anarchy Empire
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Posted - 2007.05.31 14:17:00 -
[1]
GM Customer Service what do you think of it, until yesterday i never had much dealing with them so I could not really say but after their servers blobbled a few time I was in need of their help but I have notice that they do not have a customer service team, they just give excuses and automatic replys.
GM's remember that the ppl that you are replying back to may know more about the dynamics of the game than you and that the ppl pay to play this game, which in turns pays you wages. 
Your signature exceeds the maximum allowed filesize of 24000 bytes -Hango ([email protected]) |
Hachun K'ar
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Posted - 2007.05.31 14:24:00 -
[2]
Do GMs get paid or are they ISD volunteers?
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Gaven Blands
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Posted - 2007.05.31 15:09:00 -
[3]
Don't get me started.
Let's just hope Darkfall and Infinity recognise the importance of having a game written well enough to do without them.
Eve: Cheats prosper. |
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CCP Morpheus
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Posted - 2007.05.31 15:17:00 -
[4]
GM's are paid employees of CCP. If you have a problem with the way your petition was handled, please request escalation to a Senior GM.
Before your petition can be escalated, you'll have to read and accept these rules:
http://support.eve-online.com/Pages/KB/Article.aspx?id=29 |
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Rasai
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Posted - 2007.05.31 15:28:00 -
[5]
Edited by: Rasai on 31/05/2007 15:27:39
 Originally by: CCP Morpheus
GM's are paid employees of CCP. If you have a problem with the way your petition was handled, please request escalation to a Senior GM.
Before your petition can be escalated, you'll have to read and accept these rules:
http://support.eve-online.com/Pages/KB/Article.aspx?id=29
the real problem with this is that often its an issue that the GM either knows about and is listed on the known issues page, or is simple to explain and wouldnt take 3 miniutes to fix.
however you can either play petettion war with a low level GM that hasent gotten his coffie and is being a twit or escelate it and wait 3 weeks to hear from a senior gm.
either way your problem remains unfixed for WAY to long
if you dont beleve me please look the pettetions of my alliance members having to do with stuck BPC's in a non-corp alliance POS.
this has been on known issues forever, yet just about every time someoen petettions they are told something to the effect of "thats not a problem, and we wont help you"
EDIT the != teh
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Saladin
Minmatar
Eternity INC.
Mercenary Coalition
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Posted - 2007.05.31 15:45:00 -
[6]
The parts for my '78 Chevy Nova have not arrived yet. GM customer survice sucks!
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Tempus Fugitive
Science and Trade Institute
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Posted - 2007.05.31 15:54:00 -
[7]
I had some complaints a long time ago, but the last few petitions I've filed I've been pretty happy with the responses. I don't file a lot though, maybe once a month if that. (Not including isk sellers)
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And no I'm not an alt. |
Tortun Nahme
Minmatar
Heimatar Services Conglomerate
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Posted - 2007.05.31 16:11:00 -
[8]
I've petitioned twice in my entire time playing and both were handled professionally and quick enough that I have nothing to complain about
Real turtles tank armor.
Real men fly Pink.
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sesanti
Minmatar
Universal Exports
Namtz'aar k'in
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Posted - 2007.05.31 16:43:00 -
[9]
I have petitioned very few times since I play, never had any problems at all..
1- I petitioned having an extra attribute point more than what i thought it should be when in one of my stats when i was more of a n00b than i am today, and got a complete explanation why it was that way.
2- Petitioned some guy spamming me selling my isk for real world currency and he was dealt with swiftly.
3- Petitioned a Cyclone reimbursement for lag and i got it back (well, the ship + the modules that were blown away, not all of it).
4- Petitioned some farmers and i got the "We will look into it".
None of them were an automated reply of any kind(well, who knows about the 4, but not the others). And they gave me feedback quite fast, frankly, and very professionally!
_______________________________________________
The ShadowMaster -
<I am a guy... don't mind the portrait> |
Gutsani
Chaos Reborn
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Posted - 2007.05.31 17:48:00 -
[10]
Originally by: CCP Morpheus
GM's are paid employees of CCP. If you have a problem with the way your petition was handled, please request escalation to a Senior GM.
Before your petition can be escalated, you'll have to read and accept these rules:
http://support.eve-online.com/Pages/KB/Article.aspx?id=29
the funny thing is those senior gm's are usually the ******s  i have had a senior gm who asked me to send him logs, i have had a different one that failed to count and i know of one that asked for names of other people that had their ship reimbursed to see if he would reimburst the ship.
small problems, if you are friendly, usually get solved quite fast cause normal gm's just do their job. its when something serious happens, and you get one of those senior gm's that the problems start.
oh, and i forgotten. i have a petition for a lost ship, and i accepted the fact i wouldnt get it reimbursed even though it was some bad lag. but i kinda wanted a normal killmail (bugged killmail days), so they moved it to a senior gm, the guy didnt read the petition; reimbursed my ship and closed it.
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Stop reading my siggy! |
Megadon
Caldari
Deathshead Inc.
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Posted - 2007.05.31 18:05:00 -
[11]
I have never had a bad experience, but I am a very patient person and I know how to step through CCP's process and be patient.
If you are impatient, and do not explain yourself concisely and clearly and do not show respect to whomever is trying to help you, you're headed for trouble.
I can't imagine the number of petitions these guys have to go through day after day, it must be a bit mind numbing. So a little patience and understanding will get your problem solved easier than anything else in my experience at least. I don't file frivolous petitions.
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Wylker
Caldari
Pyrrhus Sicarii
Aftermath Alliance
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Posted - 2007.05.31 18:21:00 -
[12]
I've only had to escalate a petition one time. The original GM that answered it was following the rules (which I expected). The Senior GM took some time, looked at my arguement, and made a decision based on all the facts. It was a bit drawn out, but I was pleased with the overall experience. If future GM interactions go the same way, I will never have a complaint.
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Roshan longshot
Gallente
Ordos Humanitas
FREGE Alliance
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Posted - 2007.05.31 18:47:00 -
[13]
GM cutomer service sucks! Thats why I drive fords.
But the Flying dutchman is back again...I wont pettion it, it just brings me bad luck. I think a GM is playing with my head.....now its back in all its spooky glory....I lost it...it came back....I sold it...it came back...I sold it again...it came back....I lost it....it came back....I left it 52 jumps away...how did it get here?
Free-form Professions, ensure no limetations on professions. Be a trader, fighter, industialist, researcher, hunter pirate or mixture of them all.
[i]As read from the original box.
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NATMav
F.R.E.E. Explorer
EVE Animal Control
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Posted - 2007.05.31 19:00:00 -
[14]
Maybe you didn't fill out the form right.
Sometimes that happens.
Nothing appeared in the logs.
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Matalino
Gallente
Ki Tech Industries
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Posted - 2007.05.31 19:02:00 -
[15]
Originally by: Saladin
The parts for my '78 Chevy Nova have not arrived yet. GM customer survice sucks!
Ya, I agree. GM customer service sucks. On the other hand I have had no problems with CCP's customer service. They have always seemed very professional to me.
Originally by: Shadarle
Basing a business on others stupidity seems quite lucrative in the EVE economy 
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ElCoCo
KIA Corp
KIA Alliance
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Posted - 2007.05.31 19:03:00 -
[16]
Since your investigative tools are so lacking and GM's are not allowed to use common sense to put 2+2 together (that something is obviously wrong), then a policy change is needed, especialy in a game like this with such harsh death penalties.
Try for a few months to handle reimbursement petitions as:
-Try and disprove the claim, not verify it, as obviously, your tools don't seem up to the task
-If you can't find a way to disprove it, reimburse
-If you find evidence of the player being wrong, deny the claim and explain why
-If such player is obviously lieing or trying to abuse a loophole, warn him
-With enough warnings(no more than 3), ban him for a month fo wasting your time (and of other players not having access to your services)
In generaly, I'm quite satisfied with the way most of the petitions are being handled although I have to admit, I'm not a fan of some copy-paste responses myself
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RossP Zoyka
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Posted - 2007.05.31 19:03:00 -
[17]
Originally by: Saladin
The parts for my '78 Chevy Nova have not arrived yet. GM customer survice sucks!
wins post
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neowarp
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Posted - 2007.05.31 19:30:00 -
[18]
Im having my own little nightmare with Customer service atm so here's the story:
I do own 2 account, 1 beeing payed via creditcard the second via directdebit (dont ask). The second got disabled a couple of days ago after i just authorized a new payment via the eve-o site. Ok me thinks ill file a petion and wait. While i wait i decide to log into my bank account and check if the transaction went smooth. Nothing listed there so i figure ill just allow another debit jic something went wrong with the first one.
I do just that and oh behold i can log back in just to get a reply to my initial petition stating that CCP is experiencing problems wiht billing atm and that i should create a completely new account where the chars of the original will be transfered to and the 20 days left of subscription will be added to. (Hint: seems my initial debit worked afterall huh)
I tell the friendly GM that its working now and ask for the total amount of days i now have due to the double debit i authorized. Answer: 20 + the new 1 month.
All goes well for a couple of days till i decide to recheck my bank for the transactions. Well what do we have here? 1 debit for 14.95 and another for 19.99 ? HUH ??? Wtf?
Ok back to petition. I file a new one and i get a response pretty quick that basically i can choose between a refund of the 5 Ç or 15 days.
And here's where the joyride starts. I answer that ill take the 15days to minimize the hussle for both sides and rerequest the total amount of days that i now do have since theres no way in hell i can figure that out now it seems (Subscripting details didnt work for my char at that moment, i kept getting a website error).
And then it went quiet.....that was 6 days ago. Today i try to login with this char and guess what ? "Account expired" HUH?? What?? Since about 11 eve time i try to get in touch with a CCP employee to get this matter sorted. Theres still the initial petition open from the overpay with the added question which has never been answered, theres a new one pointing to it explaining that the account is disables AGAIN and i have yet to receive any answer to those. These are not "buhu i lost a ship" kinda petitions but petitions about money and me not beeing able to play due to an obvious problem with CCPs billing system.
How can it be that i still didnt get any reply? Nothing? My Char is as of this moment still disabled and i cannot use it. Ive now opened another petition on my main to try and get their attention but im not in high hopes.
Anyone got an idea what the hell is left there for me to do?
cheers
neowarp
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Kish Nethresh
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Posted - 2007.05.31 19:41:00 -
[19]
First off, I am a long time MMO player. I gave Eve a break when WoW came out, and now I'm returning back to Eve
Near instantaneous responses from Eve GMs, who were both helpful and knowledgable absolutely shocked me. It was quite the change from waiting for 4 hours while my character fell through the world in Silithus.
There are many other examples I could site, like actual dev interaction with the community.
Eve is leaps and bounds beyond anything else in the MMO market. In the end this makes me a happy customer.
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