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QUESTIONS - Live Dev Blog - Customer Support, Thursday, 13 September 20:00 to 21:00 GMT

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CCP Wrangler	Posted - 2007.09.11 17:29:00 - [1] This Live Dev Blog will focus on our Customer Support guys and features prominent guests from our Customer Service team. GM Xhagen, known from EVE TV; GM Xamother, worked behind the scenes during the Alliance Tournament and GM Retrofire, known for his laughter. These three guys will entertain you this Thursday, 13 September between 20:00 and 21:00. They will answer your questions and chat a bit about what it is our GM does. Since this Live Dev Blog will feature Customer Service we will only be answering questions about Customer Service. We all want to know about Trinity II and the November expansion, but there will be other venues for that type of information. Our GMs will also only answer general questions about Customer Support, we cannot go into details on specific cases. We would ask you all to respect these rules to make this an enjoyable event for everyone! If you're new to the Live Dev Blogs here's some information: First you need to have EVE Voice active, this is currently free and can be activated through the link. Then you have to join the in game channel "Live Dev Blog" and join audio to listen in. Before the Live Dev Blog starts you can post questions in a forum thread and during the Live Dev Blog selected questions will be answered live. At this point you may feel like you want a follow up question answered and if so, you can simply write your question in the channel and our speakers will do their best to answer. If you wish to DISCUSS the Live Dev Blog, please do so in this Discussion thread! If you wish to submit a QUESTION to our GMs, you are in the right place! After the Live Dev Blog we will post a recording which you can dowload and listen to at your leisure in case you missed the Live Dev Blog or just want to hear it again. Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

SoulBlythe KVA Noble Inc. Institute of Cooperative Education	Posted - 2007.09.11 18:18:00 - [2] In light of the current server stability issues, is CCP planning on initiating an account time recovery plan for it's members like some other well known MMORPGs on the market due to these issues? If not what are the reasons behind this for CCP and will CCP ever consider such a plan to help keep it currents player base satiated? Why are policies in place that keep players upset with customer service and refuse to acknowledge the golden rule of "the customer is always right"? How does the influx of petitions due to desyncs, server lag, and such effect customer support and if not, why does it not effect customer support? Will CCP fix the issues with the "pay by cash" option? i.e. - paypal Is CCP currently trying to fix it's somewhat broken support system beyond what is lightly given to us via developer blogs and can you expand on such items listed as the reduction of forum moderators, issues with Game Masters, and this community oversight team that was mentioned a while back in the new York Times? ====================== CEO - KVA Noble Inc. Split Infinity Radio DJ Host of the EvE Online show, Singularity (Wednesdays 4pm-7pm est / 9pm - Midnight bst)
Elise Masutra The Department of Justice	Posted - 2007.09.11 22:11:00 - [3] Do you have a room where you can go into to scream and jump around? Or maybe a pillow to scream into This sometimes helps to stay calm with strange customers on the phone.
achura fighter	Posted - 2007.09.11 22:53:00 - [4] ARE WE THERE YET! NO ARE WE THERE YET! NO DOH! DOH! DOH!
B1ade Kyonari	Posted - 2007.09.11 23:44:00 - [5] I personally think the Gm should prove what we said didnt happen rather than us prove what we said did happen. i mean were the ones paying for the game yet were assumed as liers? "customer is always right" should apply to 50/50 petitions tbh
Manus Stuprare Slug Storm Squadron	Posted - 2007.09.12 00:44:00 - [6] Do CCP plan to end the current discrimination against people without credit cards, and provide an alternative method of payment for character transfers and other account services?
Dark Divinities	Posted - 2007.09.12 02:12:00 - [7] Obviously Eve-Online has been having severe stability issues for the last week or more. Far more issues than I've come to expect from Eve-Online but hey, these things happen. How about offering a forum or 'front page entry' link with a little blurg when the server goes down and eta, what's known or not known etc... I'm sure you have GMs who have little to do when Tranquility is down, since they probably don't work on the servers or SQL but they could update us about what to expect. As far as the recent problems, since it's been going on for so long, is it a hardware issue that you are trying to (or hopefully have) idendified and will be replacing soon? Maybe a problem with your ISP or Data Center? Do you expect stability to return tomorrow? This weekend? Something... Please don't treat your customers like mushrooms. We don't like the smell.
Lord Darkness Super Muppets Accumulated Space Holding Inc	Posted - 2007.09.12 03:15:00 - [8] What is being done to improve customer support? It seems that there has been an emphasis placed on reducing the number of active petitions, traditionally when this happens the actual customer service tends to go significantly down. Are more knowledgeable members being added to the support team permanently? What can be done about faulty support mechanics, such as when a BPO is stuck, instead of placing it back in the corp hanger it is given to the CEO? Is there some method for players to have these policies reviewed and corrected? If you are not satisfied with the handling of your petitions what can be done to address the Lead/Senior GMs responses? I know there is a feedback form, but there is no feedback to the end user. IA has stated that this is in the realm of petitions, what petitions aren't solving your answer or they are the problem to begin with? Are bug reports formally reviewed? It appears that they are closed immediately if a single reviewer finds that they don't have enough evidence. There doesn't seem to be any feedback mechanism for this, is one going to be implemented?
Privious Caldari Thundercats RAZOR Alliance	Posted - 2007.09.12 05:46:00 - [9] why haven't my petittion been answered yet? -.-' --------- When the pin is pulled Mr. Grenade is not our friend.
Lieutenant Obvious Caldari Thundercats RAZOR Alliance	Posted - 2007.09.12 05:49:00 - [10] How is that an entire node can crash/be taken down and when reimbursement petitions are filed some users receive cryptic responses stating that there was no evidence of a problem in the server logs? What are your training policies for first-level support GMs? Because frankly, it seems to be failing from the customer's viewpoint.

Cornucopian Gallente Dutch Omega United Freemen Alliance	Posted - 2007.09.12 07:13:00 - [11] Originally by: Lieutenant Obvious How is that an entire node can crash/be taken down and when reimbursement petitions are filed some users receive cryptic responses stating that there was no evidence of a problem in the server logs? What are your training policies for first-level support GMs? Because frankly, it seems to be failing from the customer's viewpoint. QFT: The server issues create massive amounts of petitions as well as desynchs and other problems, bugs CCP has ingame, which cause many petitions. The amount of green days CCP has is very lacklustre at the moment. I was wondering how you are dealing with the increased petition level, and in relation to that the rising amount of people I see ont he fourms asking for an answer to their petition? I myself have had a petition running for 2 weeks without an answer, on a graphical issue. It seems the level of service is going down, what are you doing to stop this perception? ----------------------------------------------- "post with your main. delete your alt, you sad little exploiting metagamer." Originally by: Royaldo complete win by Cornucopian!
Huri	Posted - 2007.09.12 10:04:00 - [12] hi the question i have is have you ever thought of having a new realm but just pve and not pvp i think there are alot of players that think the game is hard enoth with out pvp as if the rats are getting harder as you go down to the low secs also it might help the other server as the highest number of players ive seen at one time was 34000 online another question we as players can buy time codes for in game time how about being able to buy skill time using a time code as we can use it to buy isk in gamethrough eveonline i just think that some skills take to long when if you could buy the time it would help players get better skills quicker and if you could only do it once in 2 months that would mean its a bit better for people and players regards

CCP Wrangler	Posted - 2007.09.12 11:43:00 - [13] Just a reminder, this is a Customer Support Live Dev Blog, our speakers are GMs and can only answer Customer Support questions, they cannot answer general questions about EVE. Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

Elle Owurl	Posted - 2007.09.12 17:17:00 - [14] Originally by: SoulBlythe Edited by: SoulBlythe on 11/09/2007 18:28:22 In light of the current server stability issues, is CCP planning on initiating an account time recovery plan for it's members like some other well known MMORPGs on the market due to these issues? If not what are the reasons behind this for CCP and will CCP ever consider such a plan to help keep it currents player base satiated? Why are policies in place that keep players upset with customer service and refuse to acknowledge the golden rule of "the customer is always right"? Quoted for truth. With poor stability and no reimbursement for lost time, I know that I for one have not been recommending Eve to my friends for this very reason. CCP's stance on this issue definitely hurts its ability to attract and retain customers. I've seen these questions asked again and again, an have yet to see a real answer. Please answer them, CCP.
BrutusIW Eternal Pheonix Libertas Fidelitas	Posted - 2007.09.12 17:34:00 - [15] question 1 can you tell us a bit more about the priority system given to petitions? obviously stuck characters at the top but how are other things organised? ------------------------------------------------------------------- question 2 with the constant influx of isk sellers to the eve ingame channels, what is being done to stamp them out of existance? ------------------------------------------------------------------- I read recently about a player who sold an item on the market only to lose the isk and then the item when it turned out it had been bought with isk seller cash, shouldnt the item have been returned to the seller? it wasnt the sellers fault that the buyer was using bought isk. question 3 what factors are taken into account with decisions like this?
sci0gon Tech 2 Ammo Holdings Limited Tech Holdings Limited	Posted - 2007.09.12 18:06:00 - [16] 1) will CCP ever make it possible for new trial accounts not to join public trade channels as an anti macro spam deterant? 2.1) is there a predicted date for the server logs to be updated so that they log more then what they are doing? 2.2) will those logs actually co-ordinate with clients so that in future you guys get the full information required for dealing with petitions and other bug related incidents where this information is vital in finding a fix?
SigmaPi Cutting Edge Incorporated RAZOR Alliance	Posted - 2007.09.12 21:04:00 - [17] A question in concern to degraded customer support and petition responces: Is there any way you can explain exactly what is kept in your logs seeing how nothing that is of any concern to anyone in any way is ever show. The typical responce is something like: "logs do not show what their previous states were" or along those lines. Why don't you all address the obvious and glaring omission in your logging system and fix the problem? /Siggy SigmaPi Cutting Edge Incorporated Executive Commander RAZOR Alliance
FarScape III Alpha Defense League	Posted - 2007.09.13 04:29:00 - [18] Factional Warfare, will we as a corp be able to pick what ever Faction we want to fight for regarless of the corps standing? And so can we please have no standing restrictions, I do not want to be restricted on who I can hire or who i have to fire, just to get a good standing with any particular Faction. It is bad enough that we can not build a pos in a .4 system unless we have 4.00 standing as a corp, impossable for corp to have with out saying no to half the people who want to join even though they would be fun to have in the corp. And what is up with L5's, were I am the closest one is far away. I hate it when a company makes things in a game and most are not even able to do it. *** A Minmater City... Cool!
Valeo Galaem New Eden Advanced Reconnaissance Unit	Posted - 2007.09.13 08:42:00 - [19] Two related questions if you don't mind: Earlier this summer there was a news statement made that said that EVE would be getting a retail shelf presence once again. The date given for this was some time in August - this has no doubt been delayed. Is CCP waiting for the release of up-coming features and support such as Revelations III (with the graphics update), the Mac and Linux editions, the UI upgrade, DX10 support, or even Ambulation to increase the appeal of a boxed version? What things are holding this back and how soon can we expect to be able to gawk at EVE in stores? Also.. EVE has always managed to continuously attract new players and keep ahead of the population curve in terms of server capabilities - though sometimes just barely. With the extra push in marketing (also referring to the eventual retail box) and the upcoming release of long requested, high profile features/support (graphics update, Mac/Linux editions, Ambulation, etc) how does CCP foresee their ability to maintain healthy performance with the servers when facing a potentially massive population jump? What would you say to people in the community who claim that EVE has been loosing the server population vs. stability battle and that performance will only get worse as more players come in? Thanks. Thar be Pirates You are not authorised to hack into CONCORD's mainframe Your Wallet has been emptied! CONCORD Encryption Methods
Cabadrin Caldari Sharks With Frickin' Laser Beams Mercenary Coalition	Posted - 2007.09.13 13:34:00 - [20] Edited by: Cabadrin on 13/09/2007 13:35:54 Has CCP thought about going to a no reimbursement system? It seems that reimbursement tickets create animosity among groups of players and fuel accusations of favoritism. Would it be easier to announce that there will be no reimbursements due to lag, and that any problems due to server performance are, essentially, your own fault for overloading the node? If not, are there steps being put in place to monitor packet loss or degraded client performance? Are there logs being planned to enhance the reimbursement policy or provide more consistent log findings during the same fight? Lastly, does CCP utilize any outsourced help for their customer support, or are all GMs in-house? How has this affected your quality of customer service? EDIT: The poster above made a good point. What type of increasing margins are you seeing as Eve continues to grow? As the population grows, the volume of petitions must continue to grow as well, and as large fights get larger the number of affected players increases as well. How has the CCP CS team responded to this, and how have you kept up with the increasing work load? _______________________________________________

Jayce Rivenstar	Posted - 2007.09.13 14:22:00 - [21] Edited by: Jayce Rivenstar on 13/09/2007 14:22:34 There is a saying that "Justice delayed is justice denied." I think this applies to the petition system. While I believes the GM's (or whatever the title of the petition handlers) do a good job id dealing with a petition when they get to it, by the time they get to it, it has caused irrevocable lost time, been fixed by a patch, been overtaken by events or otherwise ceased to be relevant. Things move fast in Eve and waiting 2 weeks to a month for an initial response to a petition is very much justice delayed. Though I must say again that once they get to them the GM seem very tenacious in making sure the issue is resolved. I believe CCP should set some standard in getting to every petition in a set amount of time (maximum of one week), then making sure they have a support staff that can do so.
KOMMAP Caldari	Posted - 2007.09.13 14:58:00 - [22] I created a petition about ship reimbursement. After small dialog with a GM my petition was forwarded to senior GM. The last message about that petion was 07.08.2007. "We have submitted this case to a senior GM. Please allow a few days for her/him to reply. Thank you for your patience." As I can see senior GM is so busy to have a look on my petition for more than a month. I am running out of my patience. Is it normal way for CCP to support customers?
Mazuel Grettistak M. PIRE	Posted - 2007.09.13 16:43:00 - [23] I'd like to know why there are policies in place that prevent Customer Service from proving said service. Case and point: Currently the server CAN NOT support fleet on fleet combat in numbers greater than 200 or 300 without INSANE grid load times, GM node resets, desync, and other "lag" issues. Issues which absolutely prevent "normal gameplay" and originate from "the sever". Yet, time and again, petitions requesting reimbursement of the damages caused by these issues are met with cookie-cutter (copy and paste) responses denying reimbursement. Responses that often make it apparent these petitions are not even completely read through, much less given any consideration. Over and over we're being told that there are "no logs" to indicate any server issues or that policy prevents reimbursements based on system load, desync, or "lag". These responses come in the even wake of events as devastating as unannounced node resets. Often times we're told that this must be due to our ISPs or PC settings... Regardless of the fact the same issues are being experienced by several hundred players at the same time. Players who are on different ISPs and have various PC configurations. CCP clearly acknowledges the fact that is not possible to "conquer the universe at one frame an hour". As stated in the blog regarding the coming update in November. Features are continually being added which encourage fleet combat and give further goals for 0.0 dwellers. Yet CCP can not support large fleet combat and Customer Service refuses to make good on the damages caused by this inability to support large scale combat. Please explain why Customer Service treats us as liars who run sub par PCs on unreliable ISPs and acts completely oblivious to the known server load issues. Why are there polices in place to prevent them from correcting the damages caused by these issues. And; what is being done to insure they can respond to these issues in the future? Fear not what lurks in the shadows and dark places of the world. For they who would remain hidden fear you.
Khepry Kah'ne	Posted - 2007.09.13 18:00:00 - [24] Would it be possible to develop an expiration warning system for those who don't use creditcards? I myself don't own a creditcard and use paybycash with bank transfers. This however takes up to a week to extend my gametime from the time I make the bank transfer to the time I can log onto EVE again. It would be greatly appreciated to have some kind of warning that my account is going to expire before it's too late (like has happened now). I know you have re-activate mails for expired accounts so in my opinion it can't be hard to implement this :) greetz
Voodoo'sMother	Posted - 2007.09.13 19:19:00 - [25] Would it be possible to support your customers more when replying to petitions, i feel that the vast majority of the time when i petition something i recieve the bog standard repsonse as shown below : Hi, Thank you for reporting this. I will investigate the issue and take the appropriate action. We will now close this petition as resolved. If you have any further issues, please don't hesitate to contact us again. Best regards, (Someone) This is a rather vague response and I most certainly dont feel "supported" so im pretty sure im not the only one. Im sure in some circumstances it would not be appropraite to go into mcuh detail and things but It seems that this reply is simply used to close the petition and the petitioning person never does recieve an answer to the question asked. Just my 2 cents --------------------------------------------------- Yeah I typo- So what.
Mizerik	Posted - 2007.09.13 19:54:00 - [26] /agree about petitions and responses. it is most frustrating getting a response about "no server issues at that time" when its right after a GM kills the node. I would like more clarification as to why there is no record of server issues at that time if 300-700 people all say there is a issue.
Futher Bezluden Minmatar ORIGIN SYSTEMS Atlas Alliance	Posted - 2007.09.13 19:56:00 - [27] Question 1: Currently there is no electronic superiority rig for target painters, will CCP be adding a rig to boost Target Painter effectiveness; will Painter range be increased to support long range (150km+ combat)? Question 2: What happened to the test module that restored a target vessel to it's original mass (read: slow nano ships greatly). Will CCP put this in game or consider a MWD disruptor that reduces the mwd velocity bonus? Something to combat super fast nano ships. THUKKER -Be Paranoid
Aeshma Anamlech Minmatar KVA Noble Inc. Institute of Cooperative Education	Posted - 2007.09.13 20:09:00 - [28] In light of the recent server issues i would like to ask why is it that when the server goes down or lag is caused on end of ccp's servers some of us has lost ships and can not petion for replacement. If it is ccp's or the servers fault then souldn't ccp be responsable for replaceing them? Space is big really big.
Clorthos Gallente Tau Ceti Global Production Angels Of Discord	Posted - 2007.09.13 20:40:00 - [29] Are jump frieghters in the works with all the new ships coming out? The ones that have been proposed from the players has a mothership jump range, and about 1/2 the cargo capacity of the regular frieghters and have low mid and high slots. I ask this mainly due to running logistics for my corp in deep 0.0 takes up 95% of my gametime, leaving very little time to do anythign fun like pvp.


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