Guido Sarducci Slipperyeel
Center for Advanced Studies
Gallente Federation
0
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Posted - 2012.03.14 08:31:00 -
[1] - Quote
A couple of problems have come up with your company that have me... annoyed.
First, allow me to say that I came from the world of WoW, so my expectations weren't too high to start with when I decided to try EVE. However, I am a business owner of 35 years, so I get to claim some knowledge on the subject of customer satisfaction, retention, and trust.
Let's talk about this update. Before we start on the realm of possibilities for tier-1 support, I have read each and every message in this thread (what else did I have to do, given that I can't get into EVE?!) For the record, the TWO machines I've attempted patch deployment on are exactly the same, and each is running Win 7, 64-bit, on a 12-core Xeon platform, 32 GB, 15k RAID array. The machines run flawlessly (well, except for that part where I'm running Windows, of course). At least I can switch over to the Mac side of life and the world is much better. I've rebooted, purged cache, ensure there are no EVE-related operations running after reboot, and updated the EVE Online Repair Tool. An hour later, I'm still sitting exactly HERE:
(3/7) Downloading recipes: Initializing .
Of course, wouldn't you know it, I just threw $200 US to y'all for PLEX this afternoon, in anticipation of the new release. Oh, that reminds me - that's the OTHER ITEM ON MY LIST.
So, I make an on-line purchase through eveonline for 6 PLEX, but somehow y'all thought it would be amusing to charge me TWICE for the same transaction -- at $100+ per transaction... From two different countries. My freekin' bank called to alert me of fraudulent charges on my card... Seriously, WTF?
No disrespect intended (okay, well, maybe a little) but I noted some oddities with the interface under the prior "working" release, but figured that EVE was a moderately new product and needed some time to mature. The little "bug" with double-charging my credit card I racked up to the immaturity of the project and figured I'd sort it out tomorrow. Then, working through this update crap (and crap it is), I discover that the EVE has been around since 2003.
REALLY? Nearly 10 years down the road and you're having significant problems like these? Wow. (Did I just say that? Out loud?)
Maybe I'm expecting too much, but I figure that since I've been a pretty good supporter of EVE, give that I've dropped you around $350 in the first 30 days of play, you might actually want to communicate with me -- and the rest of your clients -- with a few honest answers and prompt resolution.
In closing, there's a certain odd twist of fate to be had here. I disciplined one of my staff today with 2 weeks suspension because he still hadn't learned the lesson of sandboxing development processes, executing proper testing protocols, and ensuring a roll-back scheme in the event of catastrophic failure. Now he's going to have a great excuse: "The guys at CCP get away with it!" |