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Thread Statistics | Show CCP posts - 4 post(s) |
Loli Killjoy
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Posted - 2008.07.21 06:36:00 -
[1]
Is seriously lacking.
agree/disagree
Not to name names but in most MMOs you can get a response same day, or worst case scenario within 2-3 days. In eve, its 2-3 weeks. If you are lucky. At which point, we get the GM canned response of "our logs don't show anything."
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UGLYUGLY
Minmatar
Brutor tribe
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Posted - 2008.07.21 06:38:00 -
[2]
I don't know what your talking about. I've got instant help every time I have petitioned, as of yet.
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DFox31
North Eastern Swat
Pandemic Legion
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Posted - 2008.07.21 06:41:00 -
[3]
 Originally by: UGLYUGLY
I don't know what your talking about. I've got instant help every time I have petitioned, as of yet.
I assume you have only done stuck petitions?
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Tippia
Caldari
School of Applied Knowledge
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Posted - 2008.07.21 06:43:00 -
[4]
Originally by: UGLYUGLY
I don't know what your talking about. I've got instant help every time I have petitioned, as of yet.
Same here.
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Andrue
Amarr
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Posted - 2008.07.21 07:03:00 -
[5]
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
--
(Sarcastic mission running veteran, 4+ years)
[Brackley, UK]
My budgie can say "ploppy bottom". You have been warned. |
justsometrader
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Posted - 2008.07.21 07:06:00 -
[6]
Originally by: Andrue
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
well if you loose a 100+ mil ship because of clearly technical problems, that you are not responsible for, I dont know why you shouldnt petition it.
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Aaron Kyoto
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Posted - 2008.07.21 07:21:00 -
[7]
imagine 27k players on at once. And a few dozen mods for that job.
And times it by stupid questions, i know i've done one.
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Furb Killer
Gallente
USC Militia
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Posted - 2008.07.21 07:56:00 -
[8]
When i hear in help chat what some people petition, it is a miracle GMs still answer any petition. 95% must be total crap petitions.
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Willow Whisp
Sadist Faction
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Posted - 2008.07.21 07:59:00 -
[9]
Originally by: justsometrader
Originally by: Andrue
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
well if you loose a 100+ mil ship because of clearly technical problems, that you are not responsible for, I dont know why you shouldnt petition it.
Was it lag?
or Desynch?
'cause they don't reimburse for either of those.
--
this is my sig. |
Amberly Coteaz
Amarr
The Black Rabbits
The Gurlstas Associates
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Posted - 2008.07.21 08:04:00 -
[10]
Originally by: Loli Killjoy
Is seriously lacking.
agree/disagree
Not to name names but in most MMOs you can get a response same day, or worst case scenario within 2-3 days. In eve, its 2-3 weeks. If you are lucky. At which point, we get the GM canned response of "our logs don't show anything."
Everytime I have sent a petition they have been answered quickly within 2-3 days. In fact im extremly happy with CCPs petition track record regarding myself even if I didnt always get the answer I was looking for.
...unlike nPower they took 3 weeks to answer an email and they were my gas and electricity supplier 
If you find yourself in a fair fight, something has gone wrong
Originally by: Patch86
OK people, Amberly Coteaz has won life for the time being. Everyone go home and wait for the round reset.[/quote |
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BhallSpawn
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Posted - 2008.07.21 08:19:00 -
[11]
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.
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Vaal Erit
Science and Trade Institute
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Posted - 2008.07.21 08:21:00 -
[12]
Disagree. I have played many MMOs with slow customer service, see EA and SOE.
Waiting 2+ weeks for a response to a reimbursement petition is harsh, but hey don't undock in what you can't afford to lose and it is all peachy. Getting destroyed by lag is part of the game and should be considered when you fit/buy your ships.
--
http://desusig.crumplecorn.com/sigs.html |
Robert Rosenberg
Amarr
Imperial Academy
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Posted - 2008.07.21 08:37:00 -
[13]
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.
Yeah, they have a game so bad they need to hand out free time and EVE is so addicting that everyone puts up with all of CCP's shit.
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Crumplecorn
Gallente
Eve Cluster Explorations
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Posted - 2008.07.21 08:46:00 -
[14]
Since I started playing around 2 years ago, I've had a petitionable thing happen once.
So while I cannot speak to the quality of the support responses, part of 'support' is making sure nothing breaks in the first place, and in my experience they have done this. Ofc, YMMV.
Suggest the OP stops petitioning ships lost to lag. They won't respond any faster if you keep putting in petitions you know will be denied.
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DesuSigs |
Avon
Caldari
Black Nova Corp
Band of Brothers
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Posted - 2008.07.21 08:49:00 -
[15]
Originally by: Andrue
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
If only more people thought like you.
Eve-Online: The Text Adventure |
128th ABC123
Eve Liberation Force
Liberty.
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Posted - 2008.07.21 09:21:00 -
[16]
Originally by: UGLYUGLY
I don't know what your talking about. I've got instant help every time I have petitioned, as of yet.
Yes, I instantly get told the server logs dont show anything, very swift service. 
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Karanth
Gallente
Federal Defence Union
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Posted - 2008.07.21 09:26:00 -
[17]
Crap, when did CCP stop distributing the LogServer with all the clients? I guess there is no way for anyone ever to find out what went wrong on their side.
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Lily Cole
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Posted - 2008.07.21 09:40:00 -
[18]
Edited by: Lily Cole on 21/07/2008 09:40:54
GMs are only required in games that are so sloppy, you need GMs.
If you want a fast GM response, the first line of your petition should be:-
"I am a girl and, as a female, I find it particularly.... blah blah"
and end with the line "and if some big strong GM could come along and help, I'd be very grateful"
GM Faolchu will pick up your petition, and rule favourably for you in less than FIVE minutes.
True Story. |
Tippia
Caldari
School of Applied Knowledge
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Posted - 2008.07.21 09:50:00 -
[19]
Originally by: Karanth
Crap, when did CCP stop distributing the LogServer with all the clients? I guess there is no way for anyone ever to find out what went wrong on their side.
^^ This tbh, even though I'm not entirely sure if/how this works with the Mac and Linux clients (which are the ones I run).
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Chribba
Otherworld Enterprises
Otherworld Empire
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Posted - 2008.07.21 09:54:00 -
[20]
1-800-CCPLOVE is what I use, them friendly girls on the other end take care of you very quickly 
Secure 3rd party service ■ Do you Veldspar? |
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Calvin Firenze
Minmatar
Thanos and Killjoy Productions
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Posted - 2008.07.21 10:12:00 -
[21]
Petition response times...no trouble here.
I'm not always happy with the answer, but hell, I'm not always right. The one time I was right, I was reimbursed a ****ant AF, but at least I was reimbursed.
I've also petitioned things and seen them made as exploits later. I have no complaints with CCP's customer service.
When I petition isk selling farmers, I get a "we'll look into it" response within 10 minutes.
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Malcanis
We are Legend
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Posted - 2008.07.21 10:14:00 -
[22]
Originally by: Loli Killjoy
Is seriously lacking.
agree/disagree
Not to name names but in most MMOs you can get a response same day, or worst case scenario within 2-3 days. In eve, its 2-3 weeks. If you are lucky. At which point, we get the GM canned response of "our logs don't show anything."
Disagree. My petitions are usually answered within an hour or two. Longest I've had to wait for a response is a day.
CONCORD provide consequences, not safety; only you can do that. |
UGLYUGLY
Minmatar
Brutor tribe
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Posted - 2008.07.21 10:18:00 -
[23]
Originally by: DFox31
I assume you have only done stuck petitions?
And losses, all of which where handled very quickly.
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Victor Valka
Caldari
Kissaki Corporation
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Posted - 2008.07.21 10:42:00 -
[24]
Originally by: Avon
Originally by: Andrue
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
If only more people thought like you.
Agreed.
I think CCP should throw the concept of reimbursing ship loss out the window. That would remove a lot of unnecessary workload from GMs and let them work for people that have real problems - billing, stuck, harassment, macro-miners/missioners.
Originally by: Roxanna Kell
You are insane.
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Artemis Rose
Eleckrostatik
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Posted - 2008.07.21 11:19:00 -
[25]
All cases of petitions I have seen (watching other people petition in, or the sole petition i sent) have been resolved within 72 hours, most of them being fixed within the hour or day.
I don't blame them for not reimbursing ships on everybody's "OMGWTF bugs/lag killed me" petitions, its not as black and white as it looks from our point of view.
__________________________________________________
Currently Playing: Trolls from Outer Space
Current Equipment: VISAcard chain mail, +2 Amulet of Epic Whine. WTB Purple Nerf Bat. |
Tippia
Caldari
School of Applied Knowledge
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Posted - 2008.07.21 11:20:00 -
[26]
…I wonder if the OP feels this thread has backfired on him?
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Crumplecorn
Gallente
Eve Cluster Explorations
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Posted - 2008.07.21 11:28:00 -
[27]
Originally by: Tippia
àI wonder if the OP feels this thread has backfired on him?
OP should petition it.
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DesuSigs |
GallenteCitizen20080615
Gallente
Federation War News
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Posted - 2008.07.21 11:33:00 -
[28]
ZOMG chribba uses the CCP sex line 
as i have said once and many time before... this is not my sig |
z0de
Gallente
The Bastards
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Posted - 2008.07.21 11:39:00 -
[29]
Edited by: z0de on 21/07/2008 11:39:49
The petition system needs more options or less specific ones.
response time: acceptable
Quality of response: Perfect to sub-par (less copy-paste please)
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Demitria Fernir
Caldari
Science and Trade Institute
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Posted - 2008.07.21 11:43:00 -
[30]
i used the petition system a lot to report spammers and isk selling.
damn i have around 50 petitions in all the accounts :E
10100110010100101010011010100101001100101110101001
I will Conquer My Signature
Somewhere in the future
10100110010100101010011010100101001100101110101001 |
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MenanceWhite
Amarr
Red Light Navy
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Posted - 2008.07.21 12:51:00 -
[31]
Every petition that I've made has been answered and dealt with within 5 mins of petition creation. That's awesome compared to some other MMOs.
---
Originally by: Torfi
There's alot. That can be done. With.. corpses
Originally by: Oveur
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FlameGlow
Caldari
State Protectorate
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Posted - 2008.07.21 13:30:00 -
[32]
2OP:
Our logs don't show anything wrong with your petitions 
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.21 13:35:00 -
[33]
Originally by: Avon
Originally by: Andrue
It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject.
If only more people thought
Fixed.
My petition response times have all been pretty good. I've petitioned for being stuck once or twice and was moved within 5 minutes. I petitioned three times relating to mission bugs, twice the mission was reset and once I was politely told that missions don't respawn after I accomplish the objective ( on my part). I've never petitioned a ship loss because I nothing happened that would warrant reimbursement.
The last petition I made was about a year ago however, so not sure how things have changed since then.
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
Malen Nenokal
Eden Federal Recon
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Posted - 2008.07.21 13:52:00 -
[34]
I think the petition system works fine, and the GMs do a great job.
Eden Federal Recon
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Sara Devi
Abh Empire
Intrepid Crossing
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Posted - 2008.07.21 14:47:00 -
[35]
Agree.
My recent experience is that I purchased a character for my alt account 2 months ago, following all forum and game rules, for 2.2b isk. 3 weeks ago my alt account was permabanned out of the blue, witht he stated reason that my purchased character was reported stolen.
After several emails exchanged with the GM, showing the forum posts, etc. I felt I proved that I did nothing wrong but if they wanted to reverse the transaction and give me my 2.2B back so be it. I expected the situation to be sorted out, but no...they "escalate" (read: pass the buck) to tier 2. Now it has been over 2 weeks with NO contact and I'm beginning to think I'll be the only really screwed party.
The guy I bought the character from is still active (though he's blocked my from contacting him in game, hardly the act of an innocent). The original owner of the character might get his character back. I'm currently out not only the character, but 2.2B, the other characters on that account, all the assets, and the account fees paid in advance.
So no, I'm not happy with the response time and while I'm still hopeful that it will all be sorted out, my confidence is shaken.
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GM Guard
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Posted - 2008.07.21 16:36:00 -
[36]
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
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LaVista Vista
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Posted - 2008.07.21 16:39:00 -
[37]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition.
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Arcon Telf
Gallente
Dark Tide Rising
Rule of Three
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Posted - 2008.07.21 16:43:00 -
[38]
My experience with petitions/GMs has been overwhelmingly positive.
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Gealbhan
Caldari
Infernal Syndicate
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Posted - 2008.07.21 16:44:00 -
[39]
I disagree.
Anytime I contacted support or filed a petition it was delt with quickly (anywhere from 5-20min)
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Jim McGregor
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Posted - 2008.07.21 16:46:00 -
[40]
Edited by: Jim McGregor on 21/07/2008 16:48:07
My experience is 100% positive as well. But since I work in a advanced tech support myself, I know that some cases takes a lot of time to solve, specially when you cant solve them on your own and need to ask someone else.
Its just the natural way of things. Quick cases can be responded to quickly and solved, but the more complicated ones take more time usually. Its not unique to CCP, its like that everywhere.
Nobody in a organization knows everything, and it takes time to find information about the things you dont know. And the people who knows a lot are always the most busy.
---
Originally by: Roguehalo
Can you nano Titans?
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Toramt
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Posted - 2008.07.21 17:02:00 -
[41]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
How about posting a monthly report of each petition category and the summary statistics for each one? If nothing else that would reduce the 'how long do I have to wait for my petition to get answered' questions in the help in-game channel.
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Loli Killjoy
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Posted - 2008.07.21 17:07:00 -
[42]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher.
So what is the average time excluding "stuck" petitions?
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.21 17:08:00 -
[43]
Edited by: Tarminic on 21/07/2008 17:08:07
I don't suppose you'd be interested in telling us the median petition response time by hour, would you?
----------------
Play EVE: Downtime Madness v0.83 (Updated 7/3) |
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GM Guard
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Posted - 2008.07.21 17:14:00 -
[44]
Originally by: LaVista Vista
Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition.
That is indeed quite a difference from the average and the reason is that the POS category is hands down the most complex petition category. It takes a lot of dedication and expertise to be able to effectively handle the cases that come into the POS category so not everyone answers petitions from it. On top of that, POS petitions are time consuming to solve and they often directly affect the interests of many parties at once like when sovereignity is affected.
We want to improve the response time in the POS category and I am proud to say that we are working on just that.
Best Regards,
Lead GM Guard
EVE Online Customer Support
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Xtreem
Gallente
Knockaround Guys Inc.
Exxxotic
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Posted - 2008.07.21 17:18:00 -
[45]
my pos petition was 3 weeks till it was closed, despite i proved it was a bug i still lost around 5billions of stuff due to my pos randomly spitting all my ships out the sheilds, i was not too chuffed with that lol
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Lieutenant Isis
Gristle Industries
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Posted - 2008.07.21 17:19:00 -
[46]
Believe it or not, as a player for 2 and a half years, I have NEVER filled out a petition. I've never had a reason to complain.
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Internet Knight
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Posted - 2008.07.21 17:30:00 -
[47]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
Averages are worthless without context.
---
How to resolve Singularity character syncing
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LaVista Vista
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Posted - 2008.07.21 17:31:00 -
[48]
Usually, petitions are done quickly in Harassment and Stuck petitions.
But the last petition I made when my office with all my assets gone mad, I created it on the 2008.06.25 09:09:00.
The first answer was at 2008.07.02 03:17:00. Nuff' said.
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Trancestor
Seraphin Technologies
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Posted - 2008.07.21 17:32:00 -
[49]
12 days for a answer
MORS CERTA HORA INCERTA |
Xaen
Caldari
Caritas.
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Posted - 2008.07.21 17:40:00 -
[50]
Response time has been lightning. Response quality has been about as you describe in my experience.
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Support fixing the UI|Suggest Jita fixes|Compact logs |
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damgood85
Excelsior Solar Management
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Posted - 2008.07.21 17:42:00 -
[51]
Edited by: damgood85 on 21/07/2008 17:43:54
Every petition i have ever submitted has been replayed to in a timely manner and with some form of helpfully info. remember if you want a well formed and meaningful answer then you need a well formed and meaningful question.
and for those of you talking about client side crashes, all i can say is i have never had a crash that was caused by the eve client. the few times i have crashed it has been because of something else on my PC.
i work in PC Support and have seen far too many calls from people complaining about software crashes and it tuning out to be some crap spyware they have allowed to infest their system or them trying to run something that far exceeds the abilities of the PC they bought at wall-mart 5 years ago.
===============================================
What if the hokey pokey is what its all about? |
Xaen
Caldari
Caritas.
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Posted - 2008.07.21 17:53:00 -
[52]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
Averages are made up of highs and lows. Without the standard deviation, a mean average is almost meaningless. What's the standard deviation on that average?
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Support fixing the UI|Suggest Jita fixes|Compact logs |
Tarminic
24th Imperial Crusade
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Posted - 2008.07.21 17:54:00 -
[53]
Originally by: Xaen
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
Averages are made up of highs and lows. Without the standard deviation, a mean average is almost meaningless. What's the standard deviation on that average?
Exactly why I was interested in a median instead of an average.
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
Andrea Griffin
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Posted - 2008.07.21 18:13:00 -
[54]
Originally by: GM Guard
Originally by: LaVista Vista
Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition.
That is indeed quite a difference from the average and the reason is that the POS category is hands down the most complex petition category.
A vast majority of my petitions have been isk spammer petitions, with a couple of stuck petitions. In those situations the response time has been extremely fast - with isk spamming in particular, often UNDER a minute. I'm pretty sure the GMs are sick of seeing my name there (I'm looking at you, GM Ocelot ). But those issues are pretty cut and dry. There's really very little to look into. A harassment petition was also looked into very quickly.
I did file a POS related petition once (active POS turrets without an active tower; I was hoping to repair, un-anchor, and steal), quite a while ago. It was well over a week before I received a first response, but then again, I did mention in my petition that I didn't need a speedy response. So a week for a ticket that requested low priority? Not bad at all.
Compared to other games, I'd have to say that CCP is on the ball.
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Rainhailer
Gallente
Einherjar Rising
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Posted - 2008.07.21 18:27:00 -
[55]
ITT: People complaining their boats sunk when they sailed in a hurricane, then asking for the ocean to give them back because they didn't know hurricanes are bad for sailing.
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Avon
Caldari
Black Nova Corp
Band of Brothers
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Posted - 2008.07.21 19:09:00 -
[56]
Originally by: Tarminic
Exactly why I was interested in a median instead of an average.
A median is an average, silly you.
You mean you would rather have a median than a mode or a mean.
:)
My interaction with support has been mostly positive, and I appreciate that they have a tough job, and any delays are probably due to petitions even more stupid than mine clogging up the queue rather than the GMs lounging around sipping Mojitos.
Eve-Online: The Text Adventure |
Jaabaa
Minmatar
Dental Drilling Corporation
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Posted - 2008.07.21 19:17:00 -
[57]
Edited by: Jaabaa on 21/07/2008 19:17:43
Originally by: Avon
Originally by: Tarminic
Exactly why I was interested in a median instead of an average.
A median is an average, silly you.
You mean you would rather have a median than a mode or a mean.
:)
mean = average
median = middle (as in half way through all values) value in a set of measurements
Any way, back on topic. On a whole my experiences with the petition systems aren't too bad, apart from the obvious "Our server lags show nothing" when I lost ships to the server being logged (or is it the other way around  ).
--
EVE Mobile Skill Planner V3 !!
http://evemsp.sourceforge.net/ |
Christina Bamar
Agony Unleashed
Agony Empire
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Posted - 2008.07.21 19:17:00 -
[58]
Originally by: Avon
Originally by: Tarminic
Exactly why I was interested in a median instead of an average.
A median is an average, silly you.
You mean you would rather have a median than a mode or a mean.
"average : a quantity, rating, or the like that represents or approximates an arithmetic mean:"
The average is the mean, the median is different.
That being said quoting the average response time is pretty meaningless. How many hudreds or thousands of jita stuck petitions are handled every weekend in a matter of minutes? Looking at the actual distribution of wait times is significant. Waiting 10 minutes instead of 5 minutes on my jita stuck petition isn't a huge deal, but waiting 2 weeks instead of 1 week on a POS bug petition is. It's the long petition times which are the ones which **** of customers, not the average petition time.
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Avon
Caldari
Black Nova Corp
Band of Brothers
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Posted - 2008.07.21 19:48:00 -
[59]
Edited by: Avon on 21/07/2008 19:52:13
Mean, mode and median are all types of sample averaging, and they all do it in different ways.
Average embraces all three, but if you ask someone to calculate an average they will almost always use the mean. Because of this, mean has become synonymous with average, but it is only one method.
The Mean is the old: Add the numbers together to obtain a total and then divide that total by the amount of numbers.
The Median would be the middle number in a sorted list.
The Mode would be the number which appears the most frequently.
Here endeth the lesson.
Oh, I forgot to throw range in, but meh, whatever.
Eve-Online: The Text Adventure |
Kweel Nakashyn
Minmatar
Aeden
Tau Ceti Federation
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Posted - 2008.07.21 20:20:00 -
[60]
Originally by: UGLYUGLY
I don't know what your talking about. I've got instant help every time I have petitioned, as of yet.
Same. +/- 8 petitions, only one stuck.
The longest answer I got was 2 weeks, the shortest is 1 hour, and it was not the stuck.
On these +/- 8 petitions, I never got refunded. 6 of these were problem from me not understanding gameplay/how things works.
Got the copy and paste at least twice "we don't have record blabla" but each time I asked clarification, I had.
I'm somewhat happy how petitions works. 11/20 maybe ?
Fetchez la vache !
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Stormwind Bloodfeather
Minmatar
Sogdian Traders Inc
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Posted - 2008.07.21 20:24:00 -
[61]
I have filed a cpl petitions, some were answered quickly and were helpful but some were actually CLOSED BY THE SERVER w/o any response because it took too long to get a response (i.e. the ticket remained inactive/unread for too long).
Overall though, the ones that died an unwanted death were self resolved or I just chalked up my loss as "oh well, that's life" and went on my merry way.
Generally I am satisfied with CCP's responses so far. When I'm not, i'm sure whoever gets my petition learns some new and creative ways to curse from me
Storm
In EVE, your only friend is your ship and it's weapons. All others are the enemy!
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TerrorBaBy
Jolly Rogerers
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Posted - 2008.07.21 20:52:00 -
[62]
I've filed 2 petitions in the last 3 weeks. First was replied to after 2 1/2 days, second was replied to next day. None of them were stuck petitions...
_______________
Originally by: Constance Harme
It's like willfully getting into a car full of strangers and then being driven out to the woods and being shot.
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Doc Brown
Gallente
Tyrell Corp
INTERDICTION
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Posted - 2008.07.21 21:48:00 -
[63]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year.
Best Regards,
Lead GM Guard
EVE Online Customer Support
An avg time of ~18 hours is pretty bad IMHO. Not to mention that using an AVG for this stat is wrong.
What's the median time and the standard deviation ?
That'd give a much better idea of how the petitions are doing.
_________________________________________________
6 T2 BPO's + 6 Months = ?????? (But I doubt it's good)
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MailDeadDrop
Archon Industries
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Posted - 2008.07.21 22:08:00 -
[64]
Well, if you're going to argue which mathematical concept is most useful, I'd have to say "90th percentile broken out by category." What this means is "nine times out of ten (i.e. most of the time), a petition in this category receives a response within this amount of time."
MDD
Jump Clones: 8M and NO corp switching |
Kobushi
OCForums
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Posted - 2008.07.21 23:11:00 -
[65]
I have found CCP petition and quality is usually equal to the filed petition. I've filed quite a few and have always had a polite and informative response with a timetable appropriate for the petition category. I have not "won" all my petition but everytime they were very detailed.
And everytime I hear someone going with a "flaming" petition of a no explanation about that went on (lost my ship to lag want a new one). Thoses always seem to be getting the run around with the canned answer.
Moral of the story, be descriptive and unbiased in your petition and you will most likely get good service, be a "trolling/leeching/begging" petitionner and expect a low service as you yourself already put yourself in a bad light...
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ViRUS Pottage
Caldari
hirr
Morsus Mihi
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Posted - 2008.07.21 23:19:00 -
[66]
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.
And CCP provide FREE expansions that take them months to do. Show some appreciation ffs.
_________
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Xtreem
Gallente
Knockaround Guys Inc.
Exxxotic
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Posted - 2008.07.21 23:34:00 -
[67]
Originally by: ViRUS Pottage
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.
And CCP provide FREE expansions that take them months to do. Show some appreciation ffs.
your joking...you must be
im not saying ccp does a bad job, but these are not FREE expansions, you pay for them per month, i have sky, when a new channel comes out i dont think its a "free" one, im still paying for it monthly, same for "free texts and free minutes" when your on a contract phone.. there NOT free.
ok so there good and dont charge extra, but thats mainly becuase by design eve being a single shard and pvp means they cant really have some people with the new content and some without and the whines would shatter all who heard them.
there NOT free, if there was no monthly sub, id agree, but there is, so its not :)
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Doc Fury
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Posted - 2008.07.21 23:56:00 -
[68]
Originally by: ViRUS Pottage
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.
And CCP provide FREE expansions that take them months to do. Show some appreciation ffs.
If CCP started charging extra for their "expansions" then they would also be held by the players to a much higher standard of QA/QC which is something CCP continues to demonstrate they simply cannot handle yet.
Also, petitions that get automatically closed by the system before a player can even respond; how do those weight the "statistics" provided? I'm guessing they don't count either way, and I bet there are a LOT of them.
The beginning was the end (of everything)
The Ape regards his tail, (he's stuck on it)
Repeats until he fails..half a goon and half a god.. a man's not made of steel...
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.22 00:23:00 -
[69]
Originally by: Doc Fury
If CCP started charging extra for their "expansions" then they would also be held by the players to a much higher standard of QA/QC which is something CCP continues to demonstrate they simply cannot handle yet.
Also, petitions that get automatically closed by the system before a player can even respond; how do those weight the "statistics" provided? I'm guessing they don't count either way, and I bet there are a LOT of them.
With EVE's model, there's no way they could have paid expansions, it would pretty much destroy the current game.
"I'm sorry, you cannot purchase this ship unless you have purchased the Empyrean Age Expansion"
"I'm sorry, you cannot use premium graphics unless you have purchased the Trinity Expansion"
"I'm sorry, you cannot fit this weapon unless you have purchased the Revelations 43 Expansion"
I would expect a paid expansion to be followed by a 10-20% subscription decrease in the following months.
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
Lubomir Penev
interimo
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Posted - 2008.07.22 14:03:00 -
[70]
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
Do petition "closed by system, timed out while waiting for customer reply" count as resolved?
I got one closed like that while the GM didn't ask anything. Funnily enough the issue made it in patch notes later, but it didn't gave me my ship lost to POS guns while inside the shield back.
--
Coming to you, Assault Ships fix, by the people saying that the Gallente Recons are fine. |
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Lily Cole
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Posted - 2008.07.22 14:48:00 -
[71]
Most GMs I've conversed with I wouldn't trust to make decisions on a game of Tic Tac Toe frankly. |
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GM Guard
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Posted - 2008.07.22 15:38:00 -
[72]
Originally by: Lubomir Penev
Originally by: GM Guard
Edited by: GM Guard on 21/07/2008 16:36:16
Hi everyone.
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
Do petition "closed by system, timed out while waiting for customer reply" count as resolved?
I got one closed like that while the GM didn't ask anything. Funnily enough the issue made it in patch notes later, but it didn't gave me my ship lost to POS guns while inside the shield back.
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.
Best Regards,
Lead GM Guard
EVE Online Customer Support
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knifee
Caldari
Euphoria Heavy Industries
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Posted - 2008.07.22 15:44:00 -
[73]
Originally by: GM Guard
For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies.
It would be interesting to see the average time broken down by petition type. I imagine that the Stuck and mission in progress petitions do a lot to bring the average time down, as to be fair they do get answered very quickly from my experience. Though I don't think those petitions are really what people are talking about here.
eve-dev - making a good thing better
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Lily Cole
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Posted - 2008.07.22 16:00:00 -
[74]
Edited by: Lily Cole on 22/07/2008 16:03:13
Originally by: GM Guard
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.
If it's a bug, how would you even know?
We're all disgustingly aware how much use CCP are at acknowledging even the presence of bugs, let alone the effects, leaving it for us to all carry the can for CCP's inadequacies.
Just how do you know it occurs so infrequently, since that's two instances I know of now, and I don't even have access to the servers like CCP do. And if you know of an instance, why did nobody bother to pick up the missed petition and deal with it...? |
Lily Cole
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Posted - 2008.07.22 16:02:00 -
[75]
And if you broke the petitions down into:-
Resolved by holding breath and stamping feet
Resolved with customer agreement
Would it not be about 98% unresolved ?
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.22 16:26:00 -
[76]
Originally by: Lily Cole
And if you broke the petitions down into:-
Resolved by holding breath and stamping feet
Resolved with customer agreement
Would it not be about 98% unresolved ?
Wouldn't that require a person to look at every petition filed in the last month?
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
Loyal Servant
Caldari
PURE Legion
Pure.
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Posted - 2008.07.22 16:40:00 -
[77]
I sent in a petition regarding rules and it took a week.
I got my answer a week later and the petition immediately closed therefore I could not question the GM further.
Fail.
It's bad when the CSM guys are out here, and they are supposed to be in your pockets telling YOU (CCP/GMs) that your numbers are wrong with regards to response times.
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.22 16:47:00 -
[78]
Originally by: Loyal Servant
I sent in a petition regarding rules and it took a week.
I got my answer a week later and the petition immediately closed therefore I could not question the GM further.
Fail.
What was the petition about? If it was just a question regarding rules or policies, wouldn't the GM have closed it upon answering your question?
Remember, you can talk about petitions as long as you want as long as you don't quote the GMs.
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
LaVista Vista
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Posted - 2008.07.22 16:55:00 -
[79]
Originally by: Tarminic
Originally by: Loyal Servant
I sent in a petition regarding rules and it took a week.
I got my answer a week later and the petition immediately closed therefore I could not question the GM further.
Fail.
What was the petition about? If it was just a question regarding rules or policies, wouldn't the GM have closed it upon answering your question?
Remember, you can talk about petitions as long as you want as long as you don't quote the GMs.
I once asked a GM trough the EULA & TOS category, if CCP has any rules about people connecting to TQ trough a proxy.
The GM answered 2 hours later with a standard response which of course, didn't answer my question! He even closed the petition 
So yes, a GM would close the petition upon answering.
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.22 16:59:00 -
[80]
Well damn. GMs, you should really base your performance off of two factors - petition time, and petition rating. If you do already, you're not basing them off of petition rating enough.
It makes me wonder if they have a filtering system that organizes petitions based on keywords in the petition text in order to "speed things up." 
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
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Bloody Rabbit
Jita Miners
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Posted - 2008.07.22 17:14:00 -
[81]
I'm not going to reading all the comments here but,
I have had nothing but good things happen when filing petitions, my only problem has been the GM forget to close out the petition and I can't file more petitions.
Note that 95% of my petitions are filed about isk sellers or macro bots.
Local and Covert cloaking Idea |
Ricdics
Corporate Placement Holding
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Posted - 2008.07.22 17:19:00 -
[82]
I have had delays on occasion with filing petitions however I can state that the GM's in my issues have always provided a detailed explanation to my issue, a sincere apology (where bug etc has occured) and clarification where requested.
The main responses I have had delayed would be related to POS and the odd reimbursement. |
Doc Fury
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Posted - 2008.07.22 17:28:00 -
[83]
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.
You need to check your system then, because it doesn't work like that even if it is supposed to.
1) I've had petitions closed that were unanswered by a GM only 1-2 days after opening them.
2) I've had petitions closed only an hour after the GM responded.
The 2 items above have not happened happened once either, and for the record I have only ever filed 1 reimbursement petition ever, and got the standard "our logs show nothing".
This would lead me to believe that GM's have the ability to "time out" petitions they just don't want to deal with, but that's just the tinfoil talking. No one at CCP would *ever* do something like that now would they?
The beginning was the end (of everything)
The Ape regards his tail, (he's stuck on it)
Repeats until he fails..half a goon and half a god.. a man's not made of steel...
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Tarminic
24th Imperial Crusade
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Posted - 2008.07.22 17:32:00 -
[84]
Originally by: Doc Fury
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.
You need to check your system then, because it doesn't work like that even if it is supposed to.
1) I've had petitions closed that were unanswered by a GM only 1-2 days after opening them.
2) I've had petitions closed only an hour after the GM responded.
The 2 items above have not happened happened once either, and for the record I have only ever filed 1 reimbursement petition ever, and got the standard "our logs show nothing".
This would lead me to believe that GM's have the ability to "time out" petitions they just don't want to deal with, but that's just the tinfoil talking. No one at CCP would *ever* do something like that now would they?
Aren't petitions logged somewhere on the website? If it's something that's obviously out of order, I'd e-mail GM Guard about it (he's the lead GM if I remember correctly).
There is a bug that I've heard of that doesn't inform you when a GM responds to a petition that has resulted in people thinking that their petitions were closed without a response, but I imagine that you'd check before the week timeout.
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Play EVE: Downtime Madness v0.83 (Updated 7/3) |
Frug
Repo Industries
R.E.P.O.
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Posted - 2008.07.22 17:51:00 -
[85]
It seems to me like if your job is answering petitions, you should be good at two things (at the very least)
1) English comprehension and the patience/ability to read properly.
2) Knowledge of this game.
I have had some extremely questionable petition responses in both regards.
- - - - - - - - - Do not use dotted lines - - - - - - -
If you think I'm awesome, say BOOO
BOOO!! - Ductoris
Neat look what I found - Kreul
Hey, my marbles |
Haniblecter Teg
F.R.E.E. Explorer
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Posted - 2008.07.22 17:54:00 -
[86]
Disagree, took them less than a day to report on my reimbursement petition and the response was not what I was looking for, but shed some light on the situation.
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Friends Forever |
Beor0d
Congregatio
Solidus Alliance
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Posted - 2008.07.22 18:03:00 -
[87]
I once had a problem copying Bookmarks and wrote a petition. It took them over a month to response and they only asked me if this is still an issue. A week later the petition was closed and due to a short break from eve i couldn't even answer on that message. That is my petition adventure ^^
_______________________
hmmm.... |
Blydchyld
Caldari
Galactic Extensive Enterprises
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Posted - 2008.07.22 18:06:00 -
[88]
Some questions/Advice from one support specialist to another, I've helped to set up a rather large support desk (4k transactions per day) and in general the CRM system CCP use is good.
In essence you run a Incident responce team (GM)
Whats your SLA's?
Do your SLA's have a blanket time frame or do they differ per topic?
I know you dont use ITIL (Your DATA campture forms are very poor and would not pass ITIL accreditation, Have you thought about it?
Do you realise that your comments in regards to the complexity of POS's tickets could have been stated with more effect? (Telling your EU base that the support team has problems with their own products doesnt inspire faith)
What clauses do you offer your customer base when you exceed your internal resolve targets?
Do you have a internal Wiki with work instructions? (step by step guides to fixing EU issues)
Do you have problem/incident management protocols?
If you would like to offer me a role within CCP as a Incident manager, you know where to find me :)
I LIKE ARK!
The above post is my post and does not represent the views of any entity, If my views have upset you PM me |
Chainsaw Plankton
IDLE GUNS
IDLE EMPIRE
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Posted - 2008.07.22 18:55:00 -
[89]
I think my longest one was filed on a Thursday or Friday and answered on Monday think I filed it thinking well this wont be seen until Monday or Tuesday.
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Equium Duo
Minmatar
SECTION-X
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Posted - 2008.07.22 19:34:00 -
[90]
I have filed a few petitions with mixed results..
firstly i lost s shi[ to a de-sych and gt it re-imbursed..
How you ask?
Well...
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...
secondly i filed a petition becaus ei docked my ship and then logged, only to return in a clone vat upon re-log a few hours later. My CEO who was outside said i hadn't undocked as far as he was aware, and the WT's said it was like i logged with aggro (i.e. in space).
CP response: Our logs show nothing!!
I thought i had them over a barrel.. my response: Exactly! there is no logs on your side or mine, surely my client would record the the engagement and the dmg i took, but it didn't.. the response..
'You had aggro therefore couldn't dock.'
'This is an automated message your petition has been closed due to inactivity!! WTF it was inactivated like 2H later!!!
Grr not cool Mr. CCP
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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...)
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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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