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Your billing petition within 24 hours!

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Author	Thread Statistics \| Show CCP posts - 8 post(s)
Arana Tellen Gallente The Blackguard Wolves Knights Of the Southerncross	Posted - 2007.09.14 01:59:00 - [31] Originally by: CCP Wrangler Originally by: Engineer Butters does that mean all petitions are read first and then prioritized? If so, why is it sometimes so confusing on what we get as the 2nd message as the first is usually a 'canned response'? Thanks No, the queues themselves have different priorities, not the individual petitions. Like the stuck queue has a higher priority than the reimbursement queue since you can play EVE without that fancy battleship but you can't play if you're stuck in a system and all you see is a black screen. Leet players can play without the display using positional audio instead --------------------------------- Core 2 Duo E4300 1.8ghz @ 3ghz, 2GB Gskill DDR2 5400 @ 800mhh 4-4-4-12, Abit fatality mATX F-I90HD @ 334mhz, 8800GTS 320mb 2x250GB 7200.10s Raid 0, Vista 64 Home.
Corsa d'Azur Income Redistribution Service	Posted - 2007.09.14 03:41:00 - [32] Originally by: CCP Wrangler That's not true though, it does have customer support in it. Well your CS department does a ** poor job. I don't think you would be able to tell me with a straight face that a petition that gets a positive response after 3 days but the actions promised in the response not happening after 30+ days with the responses of 3 different GMs since inception is anything other than poor. Or the use of non-applicable copy and paste. Or the stupidly long initial wait times. Or the complete lack of any phone contact no matter what the issue. But then I don't really think the CS department is your fault. I just don't think CCP's cares if it is providing crap customer service. Quote:** A lot of people debate about where community management belongs, and we hear marketing and customer support and who knows what else. I think that community management is just that, community management. We really don't belong in any other compartment. I'm slapping it in its own compartment I think. I'm just not trying to hide it behind the nice squeaky clean 'community management' label. Community = Us the paying (or in my case expiring subscription) customers. Management = Control. Your job is Customer Control. Trying to keep us fat, dumb and happy with the situation CCP creates.
Zulu Attacker	Posted - 2007.09.14 05:43:00 - [33] Sou see there is part of the problem.. just because a player can log in doesn't mean he can actually play the game really. For if for eg he lost his only BS due to for eg a server crash. Now lets say he will get his BS bak. well if he gets 40mil approx bak for loss as not insured. and he was mid a lvl4 mission. well now he can't afford a bs to replace and fitout to do what he was doing, and if he manages to buy something well when u give him bak the ship u take bak the insurance isk.. and he minus 40mil... so really he sitting in station waiting to get sorted.. that is not really playing
Shinhan Phoenix Knights Dark Nebula Galactic Empire	Posted - 2007.09.14 06:13:00 - [34] Originally by: Zulu Attacker ... For if for eg he lost his only BS due to for eg a server crash.... Golden rule of EVE: Never fly what you can't afford to loose. -- Selling apples, 1 signature each. ѼѼѼѼѼѼѼ
Zulu Attacker	Posted - 2007.09.14 06:37:00 - [35] OMG . it was an example and i'm sure it happens. point was that even tough peeps gang log in doen't mean that they can play the game properly as such. It's simple I run my own business and all customers to me are as important as the next,and we do our best to make them feel that. Simply put CCP doesn't seem to do that maybe they just need more peeps to deal with queues. I don't know all i know is that if you bought a new computer and it powered up to windows but most the apps kept giving you errors and you were told ah your machine gets u into windows so the peeps who's machines don't even boot are been sorted and least ur solitaire works so we'll get to you whenever...... Thats not really and acceptable response
Deadious	Posted - 2007.09.14 07:09:00 - [36] The petition system is by far the best system i have ever seen, whether it be ship reimbursement or account issues keep up the good work. CCP I must say petition reponse times like 30+ days are absolutely fabulious. Obviously CCP really cares about its paying customers. I think overall I have had 2 petition responses take 30+ days. I havent petitioned alot but i would say if no response in a week, expect it too be 30 days, that has been my experience. It seems most responses from CCP petition system are cut and paste jobs. CCP your petition system lacks staff or something (only u know) but as it is, it is crap customer service. Where are, the SLA's Service Level Agreements... Offerring some ideas maybe you need to sack some staff. These issues always affect a customers enjoyment of the game. So I encourage us all to support this kinda service with our loyality and payments. Sorry doesnt cut it for me atm, sorry... I will say that the petition replies I have seen thus far are mostly friendly, even though response times are shocking.
Kindza dza Amarr New Beginning INC	Posted - 2007.09.14 11:30:00 - [37] As i see it everyone has a choice, always. you made your choice to get so addicted by a space game you cannot hear how idiotic it sounds. but thing is all this is just waste of time and energy. so many views and so many people that think "help me, i have payed alot and play alot. i need help first and if i dont get help now i will keep filing petitions until i get answered". and so the quene is born,. and a very long one to. so here is something: does it hurts so damn much to live with out eve for a week even? does your life crush down upon you when your client wont connect? do you feel left out if devs dont answer your compaints in 5 mins? you actually thinking of switching religion when eve-online site is down? maybe eve isnt the game for you.. maybe you should try something else where you dont lose ships and get reimbursed for everything, where you dont have to wait and where there are potential helpers to be there for YOU 24/7. maybe you should try game from +3 age like World of Warcraft i hear they dont even lose expensive ships there to lag and they have a excellent working billing machine. try it :) personally i think EVE is by far the best and most exiting online game out there and only want to tell eve-devs to keep the good work up. and good luck to you all :) also always have in mind.. its just a game :) everything can be here tonight, gone in the morning. play the game like there is no tomorrow. :) peez _______________________________________________ DARK ORE ASSASSiN Of SHiNiNG UNKNOWN OBJECTS _______________________________________________
Vergil 577 Gallente MAIDS Antesignani Alliance	Posted - 2007.09.14 12:02:00 - [38] Is this good or bad? I'm slightly confused... --This is my main, yes noobs do fly Ishkurs nowadays --It ain't fun unless it's radioactive ¬ --Vergil The Dark Slayer

CCP Wrangler	Posted - 2007.09.14 13:00:00 - [39] Originally by: Vergil 577 Is this good or bad? I'm slightly confused... It's a good thing that we can take care of the billing issues as we should now, but it's also bad that we couldn't before. 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

Zulu Attacker	Posted - 2007.09.14 13:41:00 - [40] Kindza if ur talking to me then i suggest u learn to read. I'll try make my point abit clearer for ur tiny brain. I was only wondering about a petition that was logged over 3 weeks ago, and to b honest a simple reply from ccp to say sry we still have massive queues but will get to u asap would suffice. Secondly I logged 1 petition,not many like u allege. I never mention me losing a ship here and petitioning its replacement, so unless u know something i don't then i suggest u learn to keep to the facts. I not stuck for isk or ships in game, but that still doesn't mean i can't petition something and expect a reply within a reasonable amount of time ( again not 5mins like u suggest) finally I also never commented on eve been bad or good i was just suggesting that the petition replies could b improved. I do think Eve is an enjoyable game and overall ccp do a great job. But unlike some people i don't taget my replies to any one person in general as that could be construed as a form of bulling and tbh everyone is entitled to his/her opinion.
CharlieMurphy Amarr Viziam	Posted - 2007.09.14 14:06:00 - [41] Originally by: CCP Wrangler No, the queues themselves have different priorities, not the individual petitions how long on average should i expect to wait for a response on a petition thats been escalated? just your best guess would be helpful cause ive been waiting so long now that im starting to wonder if the original GM that deal with it has made some sort of blunder and im wondering if i need to start drawing attention to it

CCP Wrangler	Posted - 2007.09.14 17:27:00 - [42] Originally by: CharlieMurphy how long on average should i expect to wait for a response on a petition thats been escalated? just your best guess would be helpful cause ive been waiting so long now that im starting to wonder if the original GM that deal with it has made some sort of blunder and im wondering if i need to start drawing attention to it It's really hard to say, escalation to the senior GM queue is done for cases that are difficult to solve and require a lot of investigation, that means they can take a very l,ong time, especially if a lot of petitions are escalated. 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

Patch86 Di-Tron Heavy Industries Atlas Alliance	Posted - 2007.09.14 19:57:00 - [43] Originally by: Arana Tellen Leet players can play without the display using positional audio instead EVE has sound? ------ Originally by: CCP Prism X There's no such thing as playing too much EvE! You all obviously need more accounts!
Cygg Minmatar Shoal of the Intrepid Righteousness New Eve Order	Posted - 2007.09.14 20:05:00 - [44] Wrangler, I have two questions for you. Why is there a Pirate flag planted in my front yard and who are these guys dressed in black running around in my back yard??? Could your minions have targeted the wrong person??
Kinslid Celestial Horizon Corp.	Posted - 2007.09.14 20:06:00 - [45] Could you comment on why there's no 800 number for ccp customer support or billing please? Thanks!
Corsa d'Azur Income Redistribution Service	Posted - 2007.09.14 20:41:00 - [46] Originally by: Corsa d'Azur Well your CS department does a ** poor job. I don't think you would be able to tell me with a straight face that a petition that gets a positive response after 3 days but the actions promised in the response not happening after 30+ days with the responses of 3 different GMs since inception is anything other than ** poor. Since I brought it up in this thread, I should also disclose the now, resolved, petition. Original petition on the 8th of August. First GM response on the 10th of August. On the 14th of September a Senior GM apologizes, says the lead GMs will speak with the GMs in question about their failings and added 30 days to the account. Still haven't done what the original GM said would be done though. .
Dax Rain	Posted - 2007.09.15 16:58:00 - [47] Well I thought support was available 24/7, I submitted a petition 4+ days ago and I have had some email correspondence to which I immediatly replied to only for my petition to dissapear and I am still not able to access my lost account? I have resubmitted my petition and also a complaint as this is starting to urk me now, as I can't get into my old character and nobody is getting in touch with me to get this sorted! Ack!
Volatars Return	Posted - 2007.09.15 17:58:00 - [48] You fix billing issues? Can you make my bank transfer money to my paypal faster so I can buy a GTC to reactivate my account and get back to playing the game I love? [/joke] I have been very happy with CCP support in the past. 24 hours is great time compared to many other games. Though other may complain I find the great support one of the reasons this is the game I choose to pay for. The game itself being the best MMORPG period doesn't hurt though Keep up the good work Wrangler and all of CCP. You are doing great.
Kawasemi	Posted - 2007.09.15 18:01:00 - [49] I have been waiting a _response_ (not even a solution) for my billion petition over a 24 hours now.. So clearly this news isnt true.. May i ask what is the current estimate for waiting time?
Kawasemi	Posted - 2007.09.16 06:47:00 - [50] 36 hours now, and still not a single response to my petition. Could someone please answer, how long do I have to wait? ... :(
Pasha Cracken Caldari Thanos and Killjoy Productions Curse Alliance	Posted - 2007.09.16 07:48:00 - [51] Too bad i cant volunteer...only 16. Looks like they need more people anyways. ----- Proud owner of infernal Gaming Community Click here! to view our awesome site! We support Eve-Online.
Kawasemi	Posted - 2007.09.16 17:57:00 - [52] Its now 48 hours without any response.. Funny how the 'expected' waiting time has at least doubled when someone else than CCP reports from it... Once again i ask, what is the REAL expected waiting time for service...?
Kurosaki Takuto	Posted - 2007.09.29 22:08:00 - [53] Originally by: Kawasemi Its now 48 hours without any response.. Funny how the 'expected' waiting time has at least doubled when someone else than CCP reports from it... Once again i ask, what is the REAL expected waiting time for service...? I'm with ya... going on 4 days now on this billing petition, 8 days if you count initial attempt at contact with them. Glad to know their "new" 24hour service time is in effect... From what i've gathered from endless searching of the "Knowledgebase" it takes somewhere between 15mins and 8weeks for CS to get around to initially contact you and if you're lucky enough to get a response more times than not it's a cookie cutter reply. Just to let you know... I've never had such a miserable time getting in touch with CS and it's astounding to me that they can run their business like this.
Agora Green	Posted - 2007.10.01 16:32:00 - [54] Posting here, as it appears my updates to my BILLING petition are being sent into someones nether-regions. 24 hours for billing issues you say, more like you will receive an unrelated automated message within 24 hours, but you petition will remain unresolved. Or wait, perhaps the PCI email I received was a clue to as where the current PAYING customers stand, right behind the last of the new sign-ups. Btw, how long is 24 hours in Iceland? 4 maybe 6 standard days? Great customer service
Tamia Clant New Dawn Corp New Eden Research	Posted - 2007.10.01 16:56:00 - [55] Originally by: Cygg Wrangler, I have two questions for you. Why is there a Pirate flag planted in my front yard and who are these guys dressed in black running around in my back yard??? Could your minions have targeted the wrong person?? Pirate flag...? Guys dressed in black...? That's not good. It seems Wrangler's assassination squad is composed of no less than dreaded ninja pirates! In other words, get the hell out of there, emigrate to Africa, find some place to live with no civilization whatsoever in a 200 kilometer radius, surround yourself with land mines, and hope for the best! Looking for queue-free research slots? Click here!
Cassius Yaoma Demonic Retribution Pure.	Posted - 2007.12.13 06:52:00 - [56] Necro post? yes it is. Would be nice if this was true now.

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