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CCP need to improve their customer service, pt 2

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Author	Thread Statistics \| Show CCP posts - 2 post(s)
Mr PoutyFace	Posted - 2008.03.10 04:40:00 - [1] Wow. Really classy CCP. Lock a thread because, gasp, it critiques you. Can't say I was expecting any different, of course. Well, here we go again. I am rallying for better customer service in petitions. Despite me asking for troubleshooting in my petition, all I got was "our logs don't show any problem." Kept escalating, kept getting the same thing. I did some quick tests on the test server... took me less than 30 minutes, certainly less than the amount of time all the GMs took "reviewing the logs" over and over. I found out that I lost my ship due to some weird behavior with MWD's... and have still yet to find out if it is a bug or an intentional game mechanic - asking both a GM and other players. Anyway, leave CCP a note here sharing your displeasure with the way they handle the petitions currently. I think at the very least, if a petition is escalated to a Senior GM or above, a little more effort beyond simply "our logs don't show a problem" is in order. At least clarify what the customer SEES as a problem. Since links and encouraging you to spam CCP is not allowed, lets just say that if this thread is locked, start your own thread, or find some other way to contact CCP with your complaint.
Zeba Minmatar Pator Tech School	Posted - 2008.03.10 04:45:00 - [2] Well there is always the possibility that the logs really don't show anything. --------------------- Q: WTF! Why?! A: Because I can. ---------------------
Rawr Cristina Caldari Naqam	Posted - 2008.03.10 04:48:00 - [3] Well yes. If you disconnect, desync, lag, die or you get some sort of overview bug, their log isn't going to show a thing. But it makes a fine excuse ...
Mr PoutyFace	Posted - 2008.03.10 04:55:00 - [4] LOL... sometimes I really wonder myself. It would help if CCP told us what the log setup is like and what they look for in the logs. Does it look like the Windows log setup with messages broken up into Application, Security, System, as well as a performance monitor/logger? Are you looking for lag spikes, or other abnormal performance?
Atropos Kahn Caldari Solarflare Heavy Industries Pure.	Posted - 2008.03.10 04:57:00 - [5] i say ban this guy....
Mr PoutyFace	Posted - 2008.03.10 05:02:00 - [6] I want to be careful though... I don't want CCP to get the wrong idea and think it's all about clarification on the logs. Other companies get further input from the customer to try and troubleshoot the issue, not just tell the customer, "Our logs don't show a problem, so we cannot help you. Please don't hesitate to contact us again." Why contact you again? To only be told you can't help me again? Yah, that makes sense.
Victor Valka Caldari Kissaki Corporation	Posted - 2008.03.10 05:02:00 - [7] Originally by: Atropos Kahn i say ban this guy.... I second this motion. Ban him and save forum bandwidth. Originally by: Roxanna Kell You are insane.
Victor Valka Caldari Kissaki Corporation	Posted - 2008.03.10 05:03:00 - [8] Originally by: Mr PoutyFace I want to be careful though... I don't want CCP to get the wrong idea and think it's all about clarification on the logs. Other companies get further input from the customer to try and troubleshoot the issue, not just tell the customer, "Our logs don't show a problem, so we cannot help you. Please don't hesitate to contact us again." Why contact you again? To only be told you can't help me again? Yah, that makes sense. Other companies don't have the customer base of EVE. Originally by: Roxanna Kell You are insane.
Mr PoutyFace	Posted - 2008.03.10 05:12:00 - [9] Musters up best Kirk impression KHAN!!! Anyway, just for that non-supportive post, Khan, the next fuel delivery YOU'RE ON YOUR OWN!
azura nester White Shadow Imperium	Posted - 2008.03.10 05:16:00 - [10] i guess ur to ******** to understand that lag and desync dont show up in server logs. quit whining about it, deal with it. everybody else does. railing on devs and GM's is not going to get you anywhere.
Alkhar	Posted - 2008.03.10 05:21:00 - [11] IBTL was so 2004. Oh wait! IBTL
Jmanis Catharg Caldari Stickler inc	Posted - 2008.03.10 05:26:00 - [12] I want a T-shirt that says "Yet another pointless whiner" when Ambulation comes in. I've had lots of pleasure every time I've had to deal with petitions and ingame issues. Your point?
Mr PoutyFace	Posted - 2008.03.10 05:42:00 - [13] "Other companies don't have the customer base of EVE." Many have MORE. Let's take Electronic Arts for example. I think they and their customer service stink. Everything developed in house is a usually a buggy mess, and everything they end of publishing they somehow find a way to make it worse. Fixing bugs is definitely not one of their strong points. They are notorious for not responding to threads that are trying to get to the bottom of an issue. (CCP is certainly guilty of this last one too). Here's the thing: EA is the publisher for TONS of games, and they only get paid once for game (and per expansion, thanks to their new micro-transaction fetish). When I contact EA for support, as far as they know, I paid $10 for Battlefield 2 out of a bargain bin... but that guy on the other end of the phone still asks me questions and makes suggestions. Some of the suggestions are useful, some are useless, but what he DOESN'T tell me is "Sorry, our server logs don't show any problem." Now, CCP have only one product to support: EVE. They have revenue coming in month after month because EVE is subscription based. Furthermore, numbers-wise I'm not even asking for much: they don't have to volunteer the service, only provide the troubleshooting for those actually asking for it. That should satisfy most of those who are frustrated right now. The only reason CCP wouldn't do this is just flat out laziness... which will be the default response if it seems no one cares enough to speak up. So speak up.
Zeba Minmatar Pator Tech School	Posted - 2008.03.10 05:44:00 - [14] Originally by: Mr PoutyFace "Other companies don't have the customer base of EVE." Many have MORE. I think he was thinking more of our dear playerbases pitbull attitude to stuff and less about sheer subscriber numbers. --------------------- Q: WTF! Why?! A: Because I can. ---------------------
Mr PoutyFace	Posted - 2008.03.10 05:53:00 - [15] Alright, ground rules guys. No more flaming. It's this type of crud why I always hesitate posting anything on any forum: one flames, another flames in return, and the whole thread goes off track. This thread is not about any single petition, but how CCP handles petitions in general. Provide CPP your suggestions here, or tell your own horror story... but each person's story is THEIR story... telling them that they are a n00b will get us nowhere.
Frug Repo Industries R.E.P.O.	Posted - 2008.03.10 05:58:00 - [16] Why do you care if they flame? You can post a simple "hello" and you'll get flamed. Who cares? You have a point. Their GMs are often bad. They frequently don't know the game mechanics and contradict each other. Not always, but often. And the GMs aren't entirely to blame because CCP doesn't document this game very well. - - - - - - - - - Do not use dotted lines - - - - - - - If you think I'm awesome, say BOOO BOOO!! - Ductoris Neat look what I found - Kreul Hey, my marbles
Mr PoutyFace	Posted - 2008.03.10 06:06:00 - [17] "I think he was thinking more of our dear playerbases pitbull attitude to stuff and less about sheer subscriber numbers." I can relate. But troubleshooting won't necessarily lead to reimbursement, so I think the less honest among us still won't bother asking for escalation only for a POSSIBILITY of getting unfair gain. In fact, it'll make it easier to identify who the dishonest ones are.
azura nester White Shadow Imperium	Posted - 2008.03.10 06:11:00 - [18] Originally by: Frug Why do you care if they flame? You can post a simple "hello" and you'll get flamed. Who cares? You have a point. Their GMs are often bad. They frequently don't know the game mechanics and contradict each other. Not always, but often. And the GMs aren't entirely to blame because CCP doesn't document this game very well. you cant document what isnt loggable. lag is not server side, it is client side, its the same with d-sync. so how can ccp document these things? i have never had a petition go wrong.
Estel Arador Minmatar Damage over Time Angels Of Discord	Posted - 2008.03.10 07:54:00 - [19] Edited by: Estel Arador on 10/03/2008 07:54:01 Originally by: Mr PoutyFace I found out that I lost my ship due to some weird behavior with MWD's... and have still yet to find out if it is a bug or an intentional game mechanic - asking both a GM and other players. File a bug report; you'll get a reply saying whether or not it's a feature. Skills Explained
Riho Mercenary Forces	Posted - 2008.03.10 07:59:00 - [20] Originally by: Mr PoutyFace Wow. Really classy CCP. Lock a thread because, gasp, it critiques you. Can't say I was expecting any different, of course. Well, here we go again. I am rallying for better customer service in petitions. Despite me asking for troubleshooting in my petition, all I got was "our logs don't show any problem." Kept escalating, kept getting the same thing. I did some quick tests on the test server... took me less than 30 minutes, certainly less than the amount of time all the GMs took "reviewing the logs" over and over. I found out that I lost my ship due to some weird behavior with MWD's... and have still yet to find out if it is a bug or an intentional game mechanic - asking both a GM and other players. Anyway, leave CCP a note here sharing your displeasure with the way they handle the petitions currently. I think at the very least, if a petition is escalated to a Senior GM or above, a little more effort beyond simply "our logs don't show a problem" is in order. At least clarify what the customer SEES as a problem. Since links and encouraging you to spam CCP is not allowed, lets just say that if this thread is locked, start your own thread, or find some other way to contact CCP with your complaint. if you found a bug.. report it and then add it to your petition.. mybe theyr logs dont show anything because they havent found the bug yet. ---------------------------------- This is Me, fighting stupidity one post at a time. PS: There are no computer BUGs, there is stuff called "Random Features"
BiggestT	Posted - 2008.03.10 08:06:00 - [21] Originally by: Rawr Cristina Well yes. If you disconnect, desync, lag, die or you get some sort of overview bug, their log isn't going to show a thing. But it makes a fine excuse I know this the hard way, once i lost my ship to lag form rats, stupid ship ship still flying through space with mods flashing, only to find out ive got imminent dc from desync when mods dont react, i file a ship replacement petition, ccp say i lost my ship while still in eve! Well of course i lost my ship while still in eve, it took a little while to realise that desync was there, and by then the triple thrones had made a fine work of me when i had no tank turned on, i finnally get back onto eve after the dc and im in a pod, WHY THE %$^& DOES THAT NOT QUALIFY FOR REPLACEMENT?? it was no fault of my own etc etc so it should have been replaced ccp just used a loophole excuse, and i dont know why, it doesnt cost anything to insta-spawn a raven -.- and then they say stuff like just run a logserver or something, when im paying for a game, it should work without me needing to do anything, thats their responsability.. wow i feel like im at the shrink! Mind u they did a good job with trinity graphics engine so slap on the back for that
Mr Li The Graduates	Posted - 2008.03.10 08:17:00 - [22] The best way to improve customer service? End reimbursement. All of the labor hours used to sort through the massive amounts of petitions could be put to much better use. I don't see reimbursement as a service, more of a bonus.
Riho Mercenary Forces	Posted - 2008.03.10 09:32:00 - [23] Originally by: BiggestT Originally by: Rawr Cristina Well yes. If you disconnect, desync, lag, die or you get some sort of overview bug, their log isn't going to show a thing. But it makes a fine excuse I know this the hard way, once i lost my ship to lag form rats, stupid ship ship still flying through space with mods flashing, only to find out ive got imminent dc from desync when mods dont react, i file a ship replacement petition, ccp say i lost my ship while still in eve! Well of course i lost my ship while still in eve, it took a little while to realise that desync was there, and by then the triple thrones had made a fine work of me when i had no tank turned on, i finnally get back onto eve after the dc and im in a pod, WHY THE %$^& DOES THAT NOT QUALIFY FOR REPLACEMENT?? it was no fault of my own etc etc so it should have been replaced ccp just used a loophole excuse, and i dont know why, it doesnt cost anything to insta-spawn a raven -.- and then they say stuff like just run a logserver or something, when im paying for a game, it should work without me needing to do anything, thats their responsability.. wow i feel like im at the shrink! Mind u they did a good job with trinity graphics engine so slap on the back for that could have easily been your own isp getting a connection spike... iv had 3 of those. connection spikes for 3 to 5 sec and that is enough to desync you. it will not kick you off them game instantly but will take some time for the client to understand that you arent acctually connected. it doesnt have to be your ISP allso... as your connection goes through alot of different networks... one of them fails.... your pwned :( ---------------------------------- This is Me, fighting stupidity one post at a time. PS: There are no computer BUGs, there is stuff called "Random Features"
Fluff D'Coque Minmatar Prospect Industries	Posted - 2008.03.10 21:57:00 - [24] Personally I think CCP's customer service is adequate; which is better than most MMOs...if not all. However what I don't like is petitioning a bug...like the Ships/Items window going blank when I change ships...and being told "It will be fixed in the next patch"... Next patch...no fix (when it was a patch that broke it in the first place). Petition again and be told "Its at the top of the list and will be fixed in the next patch". Again...another patch...no fix. That kind of thing is what drives me up the wall. "The answer to all of life's questions can be found at the bottom of a bottle. If you can't find them, then you drank the wrong d*mned bottle."
NeoShocker Caldari Foundation R0ADKILL	Posted - 2008.03.10 22:31:00 - [25] Edited by: NeoShocker on 10/03/2008 22:34:45 I must inform you guys, yes. The customer services in CCP part is lacking, EVEN the support regarding credit cards. I sent a petition for more than TWO months ago and its NOT resolved to this day. Eve-Store is not accepting my card to buy stuff from eve-store, yet EON graciously accepts it... ... And I'm still waiting for an answer. Timeline - * 2 years ago, had a problem with credit card from eve-store, didn't work, but EON did * 2+ months ago, figuring problem probably resolved and noticing product is still available. Still same problem, had it and I sent petition * more than a month earlier, a dood replied about resending petition and inform me to wait longer. * 2+ weeks ago, sent peition to the dood that emailed me to ask "WTF is going on." Well, not really replying with that, but you know. * Still nothing. Really disappointed. I resorted to GTC few months earlier before considering said eve-store products because I needed to save cash for something. Now I got the moolah, but due of terrible lack of service (especially relating to money...), no 1 year subscription payment, no hard earned moolah from me. >:( Seriously, I expected no MORE THAN THREE days wait regarding money. Its not even ingame petition which normally takes days to weeks, even months... Which I can understand perfectly. BY THE WAY, I did sent several other ingame petitions, but after awhile of no reply, my petitions are closed. So its just not ingame support, but also Eve-Store support. ----------------------------------- Peace through power!
Esmenet Gallente	Posted - 2008.03.10 22:54:00 - [26] Originally by: Mr Li The best way to improve customer service? End reimbursement. All of the labor hours used to sort through the massive amounts of petitions could be put to much better use. I don't see reimbursement as a service, more of a bonus. That would be good. Then the GM's would have more time for real issues instead. Your signature exceeds the maximum allowed filesize of 24000 bytes -Kreul Intentions ([email protected])
Butzewutze	Posted - 2008.03.10 23:02:00 - [27] Edited by: Butzewutze on 10/03/2008 23:03:13 Hm... bad customer service-story: I was destroyed because of a gamebug some while before. I wrote a petition but got the usual "our logs dont show stuff" and "game is working as intended". I wrote a second petition and tried to be a bit more clearly about the issue -> same answer from ccp. So i wrote a bugreport about my case and guess what? -> 5 min. later a bughunter confirmed the bug and told me that i has been fixed. Okay... to sum this up... i lost a ship due to a bug and CCP told me that there is noone but fixed it with my help. And after that i wrote another petition, linked to my forum-thread and to the bugreport... 15 min. later i had my ship back... without any answer, the ship was just there and the petition was closed... and as a bonus they put my "Uber-Mission-Ship" into 0.0 and i had to write another petition to get the ship there where it was destroyed. Thats what i call a really bad customer service!
Jmanis Catharg Caldari Stickler inc	Posted - 2008.03.10 23:09:00 - [28] Quote: WHY THE %$^& DOES THAT NOT QUALIFY FOR REPLACEMENT?? Imagine this for a moment. CCP reimburses every little thing like that. "I was ratting in a belt, then Corp X's 200 man fleet jumped in and the lag caused me to drop out and lose my faction-fitted battleship". CCP "trusts" you and gives you your stuff back because they're nice guys, and there's no way for them to actually work it out because "the logs show nothing", and they give the customer the benefit of the doubt. Then imagine Fleet X being intercepted on the other side of the gate. 100 or so players petition for reimbursement because they lagged out and were popped by the defending fleet. Some defender ships were destroyed, whatever. Defenders obviously didnt lag coz they popped ships, but all their targets got their ships back. But the defenders don't. Then come the accusations of favouritism, t20's and the like, and it's bad old times all over again. Sure, whats wrong with that.
Sicariidae Caldari Prophets Of a Damned Universe	Posted - 2008.03.11 00:51:00 - [29] Edited by: Sicariidae on 11/03/2008 00:52:25 CCP customer service is broke. With revenues in the million of dollars anually. You'd think they would be a litte more greatfull that we are making them filthy rich while snubbing at us for asking to get compensated for something that's not even taking money out of thier hefty coffers! WTFBSHAX!!
Karyuudo Tydraad Caldari Whiskey Pete's Drycleaning Services	Posted - 2008.03.11 00:54:00 - [30] Originally by: Mr PoutyFace Alright, ground rules guys. No more flaming. It's this type of crud why I always hesitate posting anything on any forum: one flames, another flames in return, and the whole thread goes off track. This thread is not about any single petition, but how CCP handles petitions in general. Provide CPP your suggestions here, or tell your own horror story... but each person's story is THEIR story... telling them that they are a n00b will get us nowhere. We're not flaming. We're critiquing your thread.

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