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Dark Min
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Posted - 2007.07.15 23:37:00 -
[1]
I write this knowing full well that it has possibly been written many times before. I normally keep my big mouth shut and roll with the punches when it comes to online games but today I have a bug up my arse (insert joke here) and want to voice my displeasure.
The customer service provided by the Eve Online staff is horrid. In my years of play accross my four accounts I have entered a few petitions. Any petition I have entered in the "Stuck Character" category has been answered rather quickly. Any other petition has taken days and sometimes weeks. I currently have a petition open dating back to July 5, 2007. Thats ten days ago. If anyone in your company thinks thats ok then you all need to pack your bags and go find a new line of work. Sadly, you have a large customer base that is addicted to the game you have created. Thats the only reason many of us tolerate such poor business practices. I pity you when someone creates a similar game. I think you'll see how upset the Eve community might be. Couple this with all the threads you find regarding GM's and Dev's showing favoritism to BoB and other alliances and you find yourself in an ugly mess.
I will end this small rant now by saying that I will continue to wait in disgust for my petition to be answered. I will also continue paying for four accounts each month because I like the game so much. I will also continue to wait for another game like this to be released so I can tell you and your crappy customer service folks to stick it where the sun doesnt shine.
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SiJira
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Posted - 2007.07.15 23:39:00 -
[2]
i love you too
now die
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_sig below_
the jet cans are made so that people that dont mine can get free ore
miners ritually donate the ore to anyone wishing to take some |
elohllird
Gallente
Destructive Influence
Band of Brothers
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Posted - 2007.07.15 23:52:00 -
[3]
I get my petitions answered in 2 minutes tops :P
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DubanFP
Caldari
Four Rings
D-L
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Posted - 2007.07.15 23:54:00 -
[4]
 Originally by: elohllird
I get my petitions answered in 2 minutes tops :P
oh man, this thread is totally going to end up in flames beacuse of you.
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DubanFP> Feigning "honor" is just a way to get the other guy to screw himself over, hopefully to your benefit |
elohllird
Gallente
Destructive Influence
Band of Brothers
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Posted - 2007.07.15 23:59:00 -
[5]
whoops, was only joking , damn i cant remember the last time i filed one tbh.
/me breaks out the flame suit
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Santa Anna
Caldari
Blackguard Brigade
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Posted - 2007.07.16 00:11:00 -
[6]
Since Rev 2 there have been quite a few glitches related to some bug that made its way through QA into the patch (the "desync" bug).
Wild guess on my part, but whenever there's a large engagement and half the players on grid desync, lose their ships, and petition that this creates a good number of petitions. Some of the GM's are no doubt on vacation and those that are around are flooded with spam as a result of this bug.
Also, I suspect that petitions for problems likely to afflict new players receive higher priority than petitions for problems likely to afflict someone that pays for 4 accounts, as the new player may actually leave if dissatisfied.
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Heat Warfare |
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Yipsilanti
Forum Moderator
Interstellar Services Department
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Posted - 2007.07.16 00:13:00 -
[7]
Petition times vary based on volume, urgency, and complexity. For obvious reasons, Stuck and harassment petitions are dealt with quickly and by a large number of GM's, Other less urgent petitions may be delayed until such time as they can be dealt with. Complex petitions or confusing ones are often elevated to the senior GM's which is a much smaller pool of people than those who answer the Stucks.
This being summer, many people are also on vacation, so this can further affect the time for petitions to be answered and with the ever increasing number of subscribers, the volume is growing daily.
I hope your petition is answered soon :)
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Dark Min
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Posted - 2007.07.16 00:33:00 -
[8]
I appreciate all of your insight and comments to this thread. I too understand that vacations as well as many other things come into play when deciding on who's petitions get answerred first. I am in no way stating that my petition is more important than the next guys either. I am also not basing my statements solely on the petition I have open currently. I have had this experience on various petitions over recent months. It's usually the same old story with your petition being answered in a week or three. I do commend Eve and their staff on how quickly they answer "Stuck Character" petitions.
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Moridin920
Gallente
Dust Echoes
FREGE Alliance
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Posted - 2007.07.16 06:39:00 -
[9]
I had a petition last two weeks once (reimbursement), and I've had a reimbursement petition last 12 hours, too.
Customer service in Eve is pretty astounding compared to other MMO's, however. The devs try to keep players updated as to what's going on, I feel like they watch the boards, fix issues in a timely manner... Play WoW for a while, play some other MMOs and get a feel for the more standard customer service.
I feel for you, like I said one petition lasted two weeks once, but you probably just got unlucky with the wait...
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"We sincerely apologize for any inconvenience our piracy may have caused you, but, we are pirates and, sadly, this is our way." |
ghosttr
Amarr
ARK-CORP
FREGE Alliance
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Posted - 2007.07.16 06:49:00 -
[10]
Well last week I had to file 2 petitions at about the same time, one for a reimbursement, another one in starbases to fix a bug. The reply time on the reimbursement was less than a day, the one in the other section is still waiting for even a reply.
Ive been told to file most everything under 'stuck' because if i dont i could be waiting multiple weeks, even if i just had a simple question.
Another thing that is bad is that some gms are really bad, and the result of your petition seems to rely on the attitude of the gm handling it, rather than any standard set of rules. Which I believe is a ****ty way to do customer service.
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Do not read this thread!!!
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An Anarchyyt
Gallente
Federal Navy Academy
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Posted - 2007.07.16 07:10:00 -
[11]
Originally by: ghosttr
Another thing that is bad is that some gms are really bad, and the result of your petition seems to rely on the attitude of the gm handling it, rather than any standard set of rules. Which I believe is a ****ty way to do customer service.
While I am sure there is certainly a set of rules, it is not exactly easy to take the human part out of the equation.
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ghosttr
Amarr
ARK-CORP
FREGE Alliance
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Posted - 2007.07.16 07:25:00 -
[12]
Edited by: ghosttr on 16/07/2007 07:25:08
Heres what CCP uses to decide the outcome of a petition
http://dl.eve-files.com/media/0707/lol.PNG
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Do not read this thread!!!
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Malachon Draco
eXceed Inc.
INVICTUS.
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Posted - 2007.07.16 07:39:00 -
[13]
Originally by: Yipsilanti
Petition times vary based on volume, urgency, and complexity. For obvious reasons, Stuck and harassment petitions are dealt with quickly and by a large number of GM's, Other less urgent petitions may be delayed until such time as they can be dealt with. Complex petitions or confusing ones are often elevated to the senior GM's which is a much smaller pool of people than those who answer the Stucks.
This being summer, many people are also on vacation, so this can further affect the time for petitions to be answered and with the ever increasing number of subscribers, the volume is growing daily.
I hope your petition is answered soon :)
A corpmate of mine had a sort of 'character deletion bug', and he's been waiting over a WEEK for GM response. Basically, the system did all the actions associated with deleting the character (moving stuff to the corp hangars etc), without actually deleting it. It was filed under stuck character (if a bug takes all your stuff, you're kinda 'stuck' IMO), then moved to another category and ignored. Wait times for over a week for this kind of stuff is not acceptable.
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Murphy's Golden Rule: Whoever has the gold, makes the rules.
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Synapse Archae
Amarr
Solarflare Heavy Industries
Pure.
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Posted - 2007.07.16 07:48:00 -
[14]
Originally by: ghosttr
Ive been told to file most everything under 'stuck' because if i dont i could be waiting multiple weeks, even if i just had a simple question.
If you do that the GMs will just delete your petition and never answer it. Thats been stated many times and whoever told you to abuse the petition system doesn't know what they're talking about.
That said, I've waited a full month on a reimbursement petition before. Sucks but hey. The way I see it, in other games if you get stuck it takes 2-3 days, if you need reimbursement it takes 2-3 days, maybe a bit more. In Eve, you get stuck and you can easily get a GM on it in under an hour, I can attest to this happening twice to me. But the price we all pay for near instant stuck petition service is that maybe it takes 12-15 days for a reimbursement to go through.
This is all because CCP GMs must deal with all stuck petitions before dealing with others so you dont end up waiting a day or 3 just because youre stuck.
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Originally by: CCP Garthagk
While these forums may not give you everything that you want, they will usually let you post.
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Akile
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Posted - 2007.07.16 07:51:00 -
[15]
Edited by: Akile on 16/07/2007 07:50:42
Its better to wait than to have a GM flat out lie to you.
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