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CCP Wrangler
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Posted - 2007.09.13 21:09:00 -
[1]
The Customer Support Live Dev Blog is now over and we'd like to thank our speakers as well as the players who participated. A recording will be available for download within a few days, hopefully tomorrow and it will be announced in this thread. 
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 |
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Bishop 5
Gallente
Macabre Votum
INVICTUS.
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Posted - 2007.09.13 21:47:00 -
[2]
excellent!
can we have a tuxford blog now prease?! 
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meh |
Grimpak
Gallente
Trinity Nova
KIA Alliance
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Posted - 2007.09.14 01:44:00 -
[3]
 Originally by: Bishop 5
excellent!
can we have a tuxford blog now prease?!
yes, about them new ships.
---
truth about EVE: Quote:
"Guns are fine, boost players"
Quote:
"Players are fine, boost guns"
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torswin
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Posted - 2007.09.16 20:46:00 -
[4]
Podcast please? Would love to hear it 
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Signature radius: 150 mm
Unless explicitly stated, this post does not represent my alliance, corporation, my own, or any other living organism's view. |
Gal'tashec
Gallente
Raptus Regaliter
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Posted - 2007.09.17 05:41:00 -
[5]
*waiting for this masterpiece to be released to the public*
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Vice CEO of Raptus Regaliter
Always in the lookout for good pilots and corporations. |
Lord Darkness
Super Muppets Accumulated Space Holding Inc
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Posted - 2007.09.18 16:27:00 -
[6]
Why even ask us for our input if the GMs don't care to even answer some of the questions?
I was the 3rd player to list an actual question in the thread asking for them, but none of my questions were even addressed.
Why do the GMs take the time to talk about server issues, game time codes, and other non support related stuff in a support blog?
Not to mention the amount of time that was taken to answer stupid questions, about if they are ***, or have rooms to scream in. And their spandex nights, or whatever they went off on a tangent on.
Bring a little professionalism in here, I had some serious questions as well as others. It seems like no one was interested in answering any of the hard questions. Just regurgitating the same old bull that we already know, and rambling about stuff but not really addressing any new questions.
I understand that time is limited and some questions may not get answered. Don't ask for real questions if your people are only interested in goofing off and answering silly crap.
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Dei
Amarr
Guiders' Of Light
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Posted - 2007.09.18 20:27:00 -
[7]
Originally by: Lord Darkness
Why even ask us for our input if the GMs don't care to even answer some of the questions?
I was the 3rd player to list an actual question in the thread asking for them, but none of my questions were even addressed.
Why do the GMs take the time to talk about server issues, game time codes, and other non support related stuff in a support blog?
Not to mention the amount of time that was taken to answer stupid questions, about if they are ***, or have rooms to scream in. And their spandex nights, or whatever they went off on a tangent on.
Bring a little professionalism in here, I had some serious questions as well as others. It seems like no one was interested in answering any of the hard questions. Just regurgitating the same old bull that we already know, and rambling about stuff but not really addressing any new questions.
I understand that time is limited and some questions may not get answered. Don't ask for real questions if your people are only interested in goofing off and answering silly crap.
A couple of your questions were kinda addressed as different questions. Such as the petition response time and the amount of GMs that currently handle petitions. They said that they are always expanding their team of GMs, thus enabling them to ever have the potential to reduce the queue. Whether it is actually improving the customer quality is only something the customers can answer.
Faulty game mechanics are not really in the realms of GM'ing and more of a design point of view. The GMs only fix things, not changing the code. It would be hard to comment on the situation of every bug that can be petitionable.
As for bug reports - iirc they are handled by the bug hunters who pick up reports, try to replicate and then give to the programmers to fix. Not too sure if GMs have any input.
Anyway... <3 GM Nova's voice. He makes me feel all fuzzy. 
---
The true master paralyses his opponent, leaving him vulnerable to attack |
Robert Denby
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Posted - 2007.09.18 23:32:00 -
[8]
The Dev Blog says "Customer Support," not "Ask Limited-power GMs."
CCP customers have a lot of questions for customer support, but they're stuck with GMs. Many people thought that this would be a chance to ask questions that would go beyond the usual trite answers, like "Our server logs don't show lag in Jita at that time," or "The server logs don't show that your massive fleet battle was a horrible cluster**** of lag and desynch, so you're just SOL, suck it up."
It's too bad that CCP decided to hide behind people without any real power again.
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Danae Melios
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Posted - 2007.09.19 05:29:00 -
[9]
Originally by: Robert Denby
The Dev Blog says "Customer Support," not "Ask Limited-power GMs."
CCP customers have a lot of questions for customer support, but they're stuck with GMs. Many people thought that this would be a chance to ask questions that would go beyond the usual trite answers, like "Our server logs don't show lag in Jita at that time," or "The server logs don't show that your massive fleet battle was a horrible cluster**** of lag and desynch, so you're just SOL, suck it up."
It's too bad that CCP decided to hide behind people without any real power again.
Um, my understanding is that GMs are the customer support. Devs only get involved when their tools don't resolve things-- they do infrastructure stuff for the most part. Game Masters are the CCP employees (I think contract iirc) that are the primary contact points for customer issues.
"Customer support" generally means "people who smile nice and mean well and don't have the power/authority to actually change the system." They work within the system to provide customer service.
Look at it this way: you go to Radio Shack with a repair item. The person who takes it from you and enters it into the system does not actually fix it. It goes to a central repair depot in another state. As a customer you will never get to speak with the repair people, nor get a call explaining an issue from the repair depot manager. You'll get a smudged piece of paper with an esoteric explanation for the salesman, who took the item from you, to decipher.
Although the GMs have more tools at their disposal than the average Radio Shack employees have for fixing problems we encounter regularly, their jobs and tools are pre-defined. Although they probably have insights into how CCP works that most players do not, I doubt that they are trained on code, bug hunting, database administration, or other areas that actually cause problems.
To put it another way, they don't "fix" anything. They merely take care of the symptoms of the underlying problems as best they can. They (hopefully) facilitate communications on particularly tricky or unusual problems for faster fixes, but their main purpose is to talk to you and make you feel that the problems really aren't that big of a deal.
And as someone who is currently struggling with learning an incredibly buggy and clumsy 30-year old crappy computer program from one of the most arrogant software companies out there (they have MS beat!) while wrestling with a faulty auto registration renewal system with the state and dealing with university web-based class tools that lose submitted assignments (considered a "known bug" with an "undetermined" time to fix) I can say that I WISH CCP would train the customer service people for other software companies. They aren't perfect, but at least they seem to try.
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Sathynos
Caldari
Pink Bunnies
C0VEN
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Posted - 2007.09.19 11:24:00 -
[10]
Customer service was the thing that made me click activate account during my trial. They helped me with a lame question in a matter of minutes and didnt laugh at my noobish question.
Over a year later the same customer service made me cancel both account by giving me canned responses to my petitions, not willing to reimburse stuff lost due to server failures (waiting for session change anyone?) and lying about not being able to find stuff in the log.
Right now i'm back with one account, for a bit fun, then i'm going to cancel, as I 'm not willing to invest my time and effort just to lose stuff because of technical problems on the side of ccp.
--
"Say yes to pron on Concord billboards" campaing.
Eve mercenaries portal: http://www.eve-mercs.com |
N1fty
Amarr
Galactic Shipyards Inc
HUZZAH FEDERATION
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Posted - 2007.09.19 12:48:00 -
[11]
Originally by: Sathynos
Right now i'm back with one account, for a bit fun, then i'm going to cancel, as I 'm not willing to invest my time and effort just to lose stuff because of technical problems on the side of ccp.
Can I have your stuff?
Nice blog ccp, keep em comin'
============================================
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FireFoxx80
Caldari
E X O D U S
Imperial Republic Of the North
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Posted - 2007.09.19 13:00:00 -
[12]
Sorry to sound like a stuck record...
But as someone who doesn't want to pay for Eve Voice, when am I going to start seeing some of the transcripts that we've been promised?
What I do the rest of the time - Vote for a Jita bypass! |
Erotic Irony
0bsession
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Posted - 2007.09.19 13:48:00 -
[13]
Originally by: FireFoxx80
Sorry to sound like a stuck record...
But as someone who doesn't want to pay for Eve Voice, when am I going to start seeing some of the transcripts that we've been promised?
is anyone paying for it atm?
anyway, the transcripts are in this sticky
___
Eve Players are not very smart.
Support Killmail Overhaul
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Dei
Amarr
Guiders' Of Light
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Posted - 2007.09.19 16:43:00 -
[14]
Edited by: Dei on 19/09/2007 16:43:47
I thought it was still free? And you don't need Eve Voice to listen to it. The recorded version that is.
---
The true master paralyses his opponent, leaving him vulnerable to attack |
Nate D
New Atlantis Tek Corporation
The Nexus Alliance
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Posted - 2007.09.19 17:18:00 -
[15]
I've been using my 30 day free trial of EVE Voice for about 7 months now and I have never been charged for it! 
-Nate
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FireFoxx80
Caldari
E X O D U S
Imperial Republic Of the North
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Posted - 2007.09.20 07:21:00 -
[16]
Originally by: Erotic Irony
anyway, the transcripts are in this sticky
I can see the MP3 recording in that thread, no transcript though.
Originally by: Dei
Edited by: Dei on 19/09/2007 16:43:47
I thought it was still free? And you don't need Eve Voice to listen to it. The recorded version that is.
Good call. But at the moment, the MP3's are starting to fall behnid too.
What I do the rest of the time - Vote for a Jita bypass! |
Erotic Irony
0bsession
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Posted - 2007.09.20 12:36:00 -
[17]
Originally by: FireFoxx80
Originally by: Erotic Irony
anyway, the transcripts are in this sticky
I can see the MP3 recording in that thread, no transcript though.
yes I know, my point was if there is no transcript for some fluff puff piece three months ago, why would they start now--iirc that silly janitor blog still isn't answered either
you've all been rickrolled and trolled
___
Eve Players are not very smart.
Support Killmail Overhaul
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Patch86
Di-Tron Heavy Industries
Atlas Alliance
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Posted - 2007.09.23 14:59:00 -
[18]
So....transcript?
Being a little hard of hearing, I really can't stomach listening to it in talky form. Would love to see a transcript so I can get some of the exciting stuffs too.
------
Originally by: CCP Prism X
There's no such thing as playing too much EvE!
You all obviously need more accounts! |
Wadaya
Caldari
Trailerpark Industries
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Posted - 2007.09.25 23:35:00 -
[19]
Can we have an estimate on the transcript?
Wad
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PsychoBitch
Playboy Enterprises
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Posted - 2007.09.26 20:56:00 -
[20]
Worst Dev Blog Ever. Were they drunk?
Psycho*****
Chnnl: PLAYBOY
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Elseer Radak
Gallente
Paxton Industries
Paxton Federation
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Posted - 2007.09.27 18:37:00 -
[21]
I'm heard of hearing. I found the voices on this all but completely unintelligible. Transcript (or at least an outline with highlights!) please ;>
Elseer R.
--
Reality: A consensual experience
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Wadaya
Caldari
Trailerpark Industries
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Posted - 2007.10.02 18:42:00 -
[22]
It has been almost 3 weeks, is there going to be a transcript for this at all?
Wad
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