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Thread Statistics | Show CCP posts - 4 post(s) |
Degeneracy
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Posted - 2008.07.23 01:35:00 -
[91]
When I played Final Fantasy XI, GMs never failed to answer me within 30 minutes. My experience in EVE has been longer response times, but not the multiple-week long issues mentioned here.
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Minsuki
Metafarmers
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Posted - 2008.07.23 03:55:00 -
[92]
The one legitimate petition I've had so far, first got a canned "The logs show nothing!", then I got my ship reimbursed with another canned response when I asked for an escalation.
Both response times within 24 hours, but I don't think either GM actually read through my petition.
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Lubomir Penev
interimo
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Posted - 2008.07.23 12:06:00 -
[93]
Originally by: GM Guard
The way our system works, petitions can only time out after a GM has responded and a week has then passed without the customer replying back. If a petition times out without the last update coming from us, it's either because of a bug or human error on our end. This happens much too rarely to affect any statistics. They would however count as resolved, yes.
Hi, I'll start by stating that I really appreciate you being so open.
In my case a GM replied my answer to his question (4 days after I answered), apologizing for the delay, and stating he was on it. He didn't ask anything. Three days later (7 days after my last answer) the petition was closed automatically, because I failed to answer a question that was not asked. If the GM still had the issue in mind he must have thought a colleague solved it maybe, as I guess as a resolved petition it disappeared from his todo list.
If a GM being polite and informative triggers an invisible counter I wonder how many petitions get closed before resolution. In my case the delay was justified as I understand that POS mechanics must be hell to investigate, and a real bug, fixed eventually, was involved.
I actually appreciated the GM keeping me informed, but there seems to be issues with the tools, the counter should be made visible, and GMs must have a way to communicate progress report on complex issues without starting a countdown.
Anyway your input on the petition process was most welcome, I'll make sure to keep my unresolved petitions alive. -- Coming to you, Assault Ships fix, by the people saying that the Gallente Recons are fine. |
BhallSpawn
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Posted - 2008.07.24 05:30:00 -
[94]
I'm sorry but saying don't undock in what your not willing to lose is unacceptable.
someone who works for weeks to get into his first battleship only to lose it from the client crashing, then told (our logs don't show anything) isn't an exuse.
find a way to track those bugs, and fix the issue.
for any new player working on getting the money together for his first big ship is a chore... not everyone has multiple accounts and tons of free time to earn 100 million isk or so for his first bs.
So I agree that customer service is lacking... replying to a petition times are not the only issue. Actually resolving the problem and helping the PAYING customer is.
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ArmaggedonPSA
Minmatar Royal Hiigaran Navy
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Posted - 2008.07.24 06:29:00 -
[95]
Agree
nuff said
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Roemy Schneider
BINFORD
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Posted - 2008.07.24 06:47:00 -
[96]
response time is quite good enough - but the copy&paste "our logs don't show anything" reply is just driving player away: we lost 4 medium active but reliable players when we lost our researched rorq bpo upon undock in high-sec to a known bug that was patched 3 days later.
appearantly your wallet plays an important role aswell; our financial enfant terrible gets the vaguest of reimbursements done. reach the billion and you're screwed. shove the money to an alt and end up with a negative wallet for a few weeks (should've tried ship reimbursement then, come to think of it...) - putting the gist back into logistics |
Rhanna Khurin
Minmatar
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Posted - 2008.07.24 07:51:00 -
[97]
I think the last petition i made in a certain fantasy based MMO with forsaken and taurens in it took a little over a week to get sorted. So i don't know what you're doing saying CCP are slow.
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Wideen
Contraband Inc.
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Posted - 2008.07.24 09:07:00 -
[98]
I feel that their customer service is lacking as well. I can honestly day that they haven't even responded to half of my petitions (no they weren't all reimbursement) and when they do respond you get the generic reply of non-agreement.
Eve with proof of said events, you still get the short stick.
Although I must say they get a plus for politeness but that doesn't diminish the fact of poor handling of certain issues.
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MuffinsRevenger
EmpiresMod Arcane Alliance
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Posted - 2008.07.24 09:35:00 -
[99]
The customer suport have been fine most of the times, but the two last ones only returned gibberish (they pretty aparently didden't read the pettition i sent...), however i haven't had to petition for a while so it might just have been bad luck |
eliminator2
Gallente Black Water.
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Posted - 2008.07.24 09:45:00 -
[100]
i get same take ages for em to reply then i get the it is not in our logs like i lost a navy mega in jita (no im not a carebear pirate FTW) i borded ship to see if everythin fits left ship showed me in pod left station clicked warp zoom in WTF im still in navy mega onyx warp scrams me (infinite points) im still tryion to warp therefore i cannot dock up all the way through im tryin to warp all this was saved in my logs so it must be in CCP logs
petition answer came
we r sorry but this does not show in our logs we r not sayin ur lyin but the rules stop us from reibursmenting ur ship
like WTF its not in ur logs its in mine i even posted my logs in petition yet they still said that my guess is they delete the logs and say they have nothing there cause there not preium THERE SHIT HEADS
btw before u all say can i haves ur stuff no lol and i iz leavin EVE cause of there fail prices and fail shit they have
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Frenetick
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Posted - 2008.07.24 13:44:00 -
[101]
Originally by: BhallSpawn Your right.
The customer server on CCP's part does stink My friend quit because of it.
They don't have any client side bug tracking that is at least visible, so anytime the game crashes and its because of the client, you don't get anywhere because "our logs don't show anything"
meanwhile funcom has an issue for a day and gives back a free day of subscription.
the contrast is stark at best.
Funcom should refund their customers on a daily basis for having to play that steaming pile of crap!
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Lily Cole
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Posted - 2008.07.24 14:32:00 -
[102]
Originally by: eliminator2
we r sorry but this does not show in our logs we r not sayin ur lyin but the rules stop us from reibursmenting ur ship
Make no mistake, they ARE saying you are lying. Anybody would think that GM Spaztwit has to go down the shed and bang a new navy mega together at a cost of several million dollars, US.
There is plenty of evidence in any petition if they could hire GMs with brains, but when eve lead GMs show the communication skills of your average thirteen year old, you have to start questioning your spending choices.
Handy tip, when continuining petitions fruitlessly just to waste as much CCP time as you possibly can because they waste your time, never EVER win the argument. For that way, you just get Lead GM Brainless to close the petition in an pwnedfit and you can't waste any more of his time.
Give them a place to go, leave them an obvious comeback so as to continue the time waste. Never reply immediately. Always give it a few days, make GM Spaztwit re-read that which went before, wasting MORE of his time. Getting into petition convo's with GMs might feel gratifying, but it doesn't waste enough of their time. |
Ga'len
Neo Spartans
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Posted - 2008.07.24 14:33:00 -
[103]
In my time playing EVE, I have filed many petitions for various items. I can say that response times are far better than any other MMO I have played, most of the petitions were responded to within 24 hours or less.
Now, I have to be honest here. The GM's have some issues in being able to do their jobs. I want to make this VERY CLEAR. The GM's in EVE are the best I have had the pleasure to work with.
However, the lovely statement, "logs show nothing" is completely unintelligent and unprofessional. Why the GM's are forced to say this I will never understand.
I would be willing to venture a guess that most people's issues with the GM's are because of this statement and we all have to be fair here, it's not their fault.
The EVE game client is a very complex application and it's lack of useful diagnostic tools for the GM's to be able to use is staggering.
If CCP actually took the time to look at all the hours and dollars spent by GM's having to argue with players on an issue where the logs had no data and compared it to the development costs of creating viable diagnostic tools that are more useful than the ones we have now, I think they would find a significant cost savings while at the same time, creating a better standard of customer service that would not only improve current customer relations, but bring in more paying subscribers.
/rant off
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Tzar'rim
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Posted - 2008.07.24 15:14:00 -
[104]
The few times I petitioned something it always was handled swiftly and correctly. I've had some serious problems at times that were taken care of just nicely, and at no point ever had to wait too long for a reply, apart from a reimbursement I petitioned which took 7 days or so, but that I can understand and have no problems with.
8/10 in my book. |
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GM Guard
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Posted - 2008.07.24 15:21:00 -
[105]
Originally by: Ga'len In my time playing EVE, I have filed many petitions for various items. I can say that response times are far better than any other MMO I have played, most of the petitions were responded to within 24 hours or less.
Now, I have to be honest here. The GM's have some issues in being able to do their jobs. I want to make this VERY CLEAR. The GM's in EVE are the best I have had the pleasure to work with.
However, the lovely statement, "logs show nothing" is completely unintelligent and unprofessional. Why the GM's are forced to say this I will never understand.
I would be willing to venture a guess that most people's issues with the GM's are because of this statement and we all have to be fair here, it's not their fault.
The EVE game client is a very complex application and it's lack of useful diagnostic tools for the GM's to be able to use is staggering.
If CCP actually took the time to look at all the hours and dollars spent by GM's having to argue with players on an issue where the logs had no data and compared it to the development costs of creating viable diagnostic tools that are more useful than the ones we have now, I think they would find a significant cost savings while at the same time, creating a better standard of customer service that would not only improve current customer relations, but bring in more paying subscribers.
/rant off
We actually never say "our logs show nothing". If a GM ever gives you a reply like that, be sure to let me know about it personally.
When dealing with reimbursement requests that we are forced to deny, what we do is to try to explain the limitations of our reimbursement policy (http://www.eve-online.com/pnp/reimbursment.asp), what is needed to verify that a loss is caused by a bug or server side issue, and how all this applies to the case at hand. In many cases this is possible with a standard reply as many of the petitions are similar in nature. If players then need clarifications or further explanations, we do our best to provide.
Best Regards, Lead GM Guard EVE Online Customer Support
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Doc Fury
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Posted - 2008.07.24 15:30:00 -
[106]
Originally by: GM Guard
We actually never say "our logs show nothing". If a GM ever gives you a reply like that, be sure to let me know about it personally.
You are technically correct, we all have to paraphrase when claiming that a GM said "our logs show nothing" because to post the actual contents of GM correspondence is FORBIDDEN here.
And as a friendly criticism, you should probably be very careful when using the word "never", claiming that CCP would never do something has come back to bite CCP on it's collective arse in the past.
The accumulated filth of all their sex and murder and politics will foam up about their waists and all the world will look up and shout 'Save us!'.. and I will look down and whisper, 'No'.. |
Ricdics
Corporate Placement Holding
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Posted - 2008.07.24 15:38:00 -
[107]
Originally by: Equium Duo
When i went to petition my petition window bugged, so i had an infinite number of petition widnows, so i worte a nice polite..yet a little cheeky, message about how i lost my ship and why i think i deserved a response i then copied and pasted it to as many of the windows as i could be bothered. woo...
Nice work clogging up the petition system for everyone else. |
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