| Pages: 1 [2] 3 4 :: one page |
| Author |
Thread Statistics | Show CCP posts - 1 post(s) |
Cz Ire
Minmatar
Unitas Nusquam Est
FOUNDATI0N
   |
Posted - 2008.09.17 01:28:00 -
[31]
My char has been broken for about a week now; no reply at all on my petition. Ive shut down my account until i hear back from them - Im not going to pay when i cant play, after all.
only real way to get the point across.
|
Ricdics
Tleilex Developments
|
Posted - 2008.09.17 01:51:00 -
[32]
I was under the impression that it wasn't possible to close a petition without sending a response to the customer, at least that's how I thought their tasking system would work |
Arvald
Caldari
Ninjas N Pirates
|
Posted - 2008.09.17 01:52:00 -
[33]
 Originally by: Cz Ire
My char has been broken for about a week now; no reply at all on my petition. Ive shut down my account until i hear back from them - Im not going to pay when i cant play, after all.
only real way to get the point across.
stuck petition
stuck petition
stuck petition
you really need to listen
|
Cz Ire
Minmatar
Unitas Nusquam Est
FOUNDATI0N
|
Posted - 2008.09.17 02:10:00 -
[34]
Originally by: Arvald
Originally by: Cz Ire
My char has been broken for about a week now; no reply at all on my petition. Ive shut down my account until i hear back from them - Im not going to pay when i cant play, after all.
only real way to get the point across.
stuck petition
stuck petition
stuck petition
you really need to listen
you too. it is.
Now, stfu, im just posting in here to agree that i have a problem with ccp customer service.
|
Arvald
Caldari
Ninjas N Pirates
|
Posted - 2008.09.17 02:18:00 -
[35]
Originally by: Cz Ire
Originally by: Arvald
Originally by: Cz Ire
My char has been broken for about a week now; no reply at all on my petition. Ive shut down my account until i hear back from them - Im not going to pay when i cant play, after all.
only real way to get the point across.
stuck petition
stuck petition
stuck petition
you really need to listen
you too. it is.
Now, stfu, im just posting in here to agree that i have a problem with ccp customer service.
i didnt read anywhere where you said you filed a stuck petition, correct me and i will apolagise
|
Cz Ire
Minmatar
Unitas Nusquam Est
FOUNDATI0N
|
Posted - 2008.09.17 02:34:00 -
[36]
Looking into it it looks like i owe you an apology. I could have sworn I had put that in my earier post in the diffrent thread (which i recall you posting in) but looking now it seems like i didnt clearly state that it was filed as stuck petition.
of course id file a unusable char as stuck; but I guess the fact ive been waiting so long makes people assume otherwise (resonable assumption)
So, anyways, apology extended, sorry for that 
|
Arvald
Caldari
Ninjas N Pirates
|
Posted - 2008.09.17 02:46:00 -
[37]
Originally by: Cz Ire
Looking into it it looks like i owe you an apology. I could have sworn I had put that in my earier post in the diffrent thread (which i recall you posting in) but looking now it seems like i didnt clearly state that it was filed as stuck petition.
of course id file a unusable char as stuck; but I guess the fact ive been waiting so long makes people assume otherwise (resonable assumption)
So, anyways, apology extended, sorry for that
then yes i concur, somthing is worng there
|
Niccolado Starwalker
Shadow Templars
|
Posted - 2008.09.17 04:11:00 -
[38]
Originally by: Viktrus
Yeah, their response time hasn't ever really been record breaking. I've gone like a full month before they answered one of my petitions in the past. Not much we can do about it though 
Actually there is.
I am not saying you or the OP does it, but we know for sure that many people petition everything between heaven and earth. From stupid things (What shall I have to lunch today) to questions with obvious answers (Petitions of ship losses due to lag, Jita etc.)
If people petitioned what is petitionable only things would be much speedier i think.
Originally by: Dianabolic
Your tears are absolutely divine, like a fine fine wine, rolling down your cheeks until they flow down the river of LOL |
Pan Crastus
Anti-Metagaming League
|
Posted - 2008.09.17 06:45:00 -
[39]
Originally by: Sasuke Neo
Hello, thanks for your replies.
I find it quite disappointing
Amazing game
But the support lacks like no other.
IÆve been waiting on a reply for almost 3 weeks now
And not even one person has answered it i find it quite sad that they donÆt even reply to say that they are busy, or something, maybe they donÆt have enough staff to actually handle all of the of the users who petition stuff?
They just screwed up way too many things with the last 2 patches (i.e. they added new bugs) and are probably overwhelmed with petitions. They have never been good at admitting their mistakes. :-/
How to PVP: 1. buy ISK with GTCs, 2. fit cloak, learn aggro mechanics, 3. buy second account for metagaming
|
Volarius
D00M.
Triumvirate.
|
Posted - 2008.09.17 07:25:00 -
[40]
Consider this:
CCP like most other companies wants happy customers, because happy customers means they will continue to pay subscription and perhaps even more.
So if they are not replying to your petition this probably means they can't, most likely because they don't have the time.
The reason they don't have time is because there are thousands of people in EVE that:
... petition USELESS STUFF. Petitions about stuff that can't be fixed, petitions because people are angry about something, petitions where the author already knows what kind of reply he'll get from the GM but he tries anyway, incomplete petitions where GM's have to read 10 lines of text and then reply with "can you give us some more info" etc. etc.
... petition EVERYTHING under stuck petition. It's quite easy to reword your petition as a "stuck character". E.g.: "dear gm's, yesterday i lost my raven in a fleet battle, i dont have much isk and now im stuck cus i can't play the game anymore". These petitions get looked over with high priority and then get a reply "sorry but this is the wrong section, im redirecting this to the right department". Another GM minute wasted.
... petition LAG. "Hi gm, im confused, i am in a system with 700 people and cant move!! caan you pleaaase move mE???". And I'm not even talking about fleet battles where an upset alliance will ask everyone in the alliance to petition it.
I'm sure i must have missed some, so feel free to add ;)
In short: before you blame CCP for their slow responses, think about the peeps that are probably responsible for it.
|
Sasuke Neo
|
Posted - 2008.09.17 07:33:00 -
[41]
Also, the thing Ive noticed too, is you provide them the information they ask for then when you do actually get a reply. They ask for the same things once again, that is when they do actually reply, and that is indeed, very rare, and always never. But i donÆt see why they need the information twice, it seems as though, they havenÆt even read my petition, and if they did, they didn't read it properly. Thus the reason for asking for the same information over and over again, and that wastes time.
Originally by: Niccolado Starwalker
Actually there is.
I am not saying you or the OP does it, but we know for sure that many people petition everything between heaven and earth. From stupid things (What shall I have to lunch today) to questions with obvious answers (Petitions of ship losses due to lag, Jita etc.)
If people petitioned what is petitionable only things would be much speedier i think.
I also have to agree with you here, if people werenÆt so stupid and submitted the most useless petitions then i doubt weÆd have such a problem getting support from Game Masters, IÆve heard that most of all petitions that is submitted, their knowledge base covers more than 70% of said issues in the petitions, it seems some players are indeed lazy to actually look for that information so instead they submit a petition about it. and tends to take Game Masters time up. I understand the whole stuck petition things, having higher priority but things such as account bans, and hacked account petitions and other major petitions such as those should also have high priority, petitions that arenÆt useless, and actually need help
|
Sasuke Neo
|
Posted - 2008.09.17 07:40:00 -
[42]
Originally by: Volarius
Consider this:
<snipped>
... petition LAG. "Hi gm, im confused, i am in a system with 700 people and cant move!! caan you pleaaase move mE???". And I'm not even talking about fleet battles where an upset alliance will ask everyone in the alliance to petition it.
I'm sure i must have missed some, so feel free to add ;)
In short: before you blame CCP for their slow responses, think about the peeps that are probably responsible for it.
Thanks for the reply
I am in no way blaming CCP i am actually blaming the player-base that actually submit the most useless petitions. I understand it like this :
If players didnÆt submit useless petitions weÆve have A LOT better response times to our petitions
If players didnÆt submit useless Stuck petitions like you said, then we wouldnÆt have such an issue, but the thing i do have to blame CCP for is allow such nOObs/ those who petitions such useless petitions to do it all over again.
Such as, stuck in a system due to lag, you know before entering the system (look on map and such) and it will clearly show you, that youÆre going to end up lagging, so if it shows that it is indeed full of loads of players for example öJitaö, advisable not to enter such a system but nOObs donÆt think of that thatÆs another issue here.
|
Pan Crastus
Anti-Metagaming League
|
Posted - 2008.09.17 07:59:00 -
[43]
Originally by: Sasuke Neo
If players didnÆt submit useless petitions weÆve have A LOT better response times to our petitions
True... Also, if EVE wasn't so buggy, there would be fewer petitions.
Quote:
Such as, stuck in a system due to lag, you know before entering the system (look on map and such) and it will clearly show you, that youÆre going to end up lagging,
1) Lag is not system-based, it's node-based. Sure, a crammed system will usually lag but it can lag otherwise too.
2) why would a new player need to know this stuff? The old players may be used to the mediocre quality, lag, bugs, slow response times etc. but it's far from the acceptable standard in MMOs and newer players will be surprised when they are told that it's "normal gameplay" to lose your ship due to lag.
Quote:
so if it shows that it is indeed full of loads of players for example öJitaö, advisable not to enter such a system but nOObs donÆt think of that thatÆs another issue here.
Well, who do you think files the most petitions for such issues? Noobs or old guys who know about the terrible lag problems? So, if CCP has a problem with petitions by noobs, they should take more care to tell their players what to petition and what not - it's not hard.
But then again they won't even tell us that they know the market is completely broken (this probably accounts for most of the petitions right now), they are too lazy to post it on the forums, put it on the login screen, the news etc. ... (yes, this would be the acceptable standard for MMOs ;-P).
How to PVP: 1. buy ISK with GTCs, 2. fit cloak, learn aggro mechanics, 3. buy second account for metagaming
|
Victor Kruger
|
Posted - 2008.09.17 08:27:00 -
[44]
Edited by: Victor Kruger on 17/09/2008 08:27:48
You mean customer service like this?
The Noob Comic
---------------
Hey, where's my portrait |
Sasuke Neo
|
Posted - 2008.09.17 08:27:00 -
[45]
To me it seems they donÆt want to admit that an item e.g Market in the game is actually broken.
But ALOT of players know it is. So why donÆt the own up to it.
Post and tell players they are working on it and such...
But itÆs then again itÆs CCP weÆre talking about here people.
|
Sasuke Neo
|
Posted - 2008.09.17 08:30:00 -
[46]
Originally by: Victor Kruger
Edited by: Victor Kruger on 17/09/2008 08:27:48
You mean customer service like this?
The Noob Comic
That sums everything up when it comes to EVE-ONLINE support right now, thanks for posting the link
Honestly though, maybe a CCP employee or something can answer some quiestions that is actually in this topic, doubt it, but we can only WISH
|
Furb Killer
Gallente
The first genesis
Veritas Immortalis
|
Posted - 2008.09.17 08:32:00 -
[47]
You also dont really get that comic, in the first place the 'customer' was abusing the system. Just like the people who do pointless reimbursement petitions.
|
Sasuke Neo
|
Posted - 2008.09.17 08:44:00 -
[48]
Originally by: Furb Killer
You also dont really get that comic, in the first place the 'customer' was abusing the system. Just like the people who do pointless reimbursement petitions.
I did thatÆs the point i am trying to make, to much idiots, submit useless petitions.
|
Squably
Minmatar
Republic Military School
|
Posted - 2008.09.17 08:49:00 -
[49]
Originally by: Miya Okolia
the market has been messed up in jita for days? that kind of problem?
Use a bug report for that not a petition.
And well ofcourse they take months, people petition for the stupidest things like accidentally clicking the jump button and then want to get their ship reimbursed.
Signature removed. Please do not imply profanity in your signature. Navigator
|
Ervol Libra
Amarr
Invenio Inceptum
|
Posted - 2008.09.17 08:51:00 -
[50]
Originally by: Cz Ire
My char has been broken for about a week now; no reply at all on my petition. Ive shut down my account until i hear back from them - Im not going to pay when i cant play, after all.
only real way to get the point across.
Lol dude so you dont play the game anymore, no need to fix the issue coz you dont play anymore.
|
Cadde
Gallente
FireworX
|
Posted - 2008.09.17 08:54:00 -
[51]
Well, if you had worked in a "support" job of any kind. Basically where you have to listen to stupid people making stupid claims and asking stupid questions already answered in FAQ's or guides easily accessible to them. Then you would also know that after a while you start filtering out anything that slightly resembles stupid.
Only way around it is to hire new support staff every so often to keep it fresh. (Replace the worn out with new)
Because in the end. You can't ask a mob that are composed of 80% stupid to stop being stupid, they can't grow IQ. (Though it is possible to grow stupid even though one was smart before)
So basically, the reason why support is lacking is because the support team are burned out from all the stupid and simply take the easiest path around the flow of crap.
If you file a petition, try to make it appealing to the support staff and they will help you. Like... "Small problem, quick fix. Thank you."
---------------
Opinions? Yes they belong to me, not my corp! |
Garia666
Amarr
T.H.U.G L.I.F.E
White Core
|
Posted - 2008.09.17 08:59:00 -
[52]
4 days isnt that bad m8. that would be an great improvement.
most of the times it can take weeks or months.
however if i pettition for harresment it only takes minutes..
yes if ur an isk spammer ill petittion ur ass if i see it and ill keep doing it ;)
as you keep spamming..
www.garia.net |
Pan Crastus
Anti-Metagaming League
|
Posted - 2008.09.17 09:06:00 -
[53]
Originally by: Cadde
Well, if you had worked in a "support" job of any kind. Basically where you have to listen to stupid people making stupid claims and asking stupid questions already answered in FAQ's or guides easily accessible to them.
If you can't work in that environment, support or callcenter jobs are not for you. Yes, it's a job for professionals with a professional attitude, who can handle these questions all day long.
How to PVP: 1. buy ISK with GTCs, 2. fit cloak, learn aggro mechanics, 3. buy second account for metagaming
|
Sasuke Neo
|
Posted - 2008.09.17 09:13:00 -
[54]
Originally by: Cadde
Well, if you had worked in a "support" job of any kind. Basically where you have to listen to stupid people making stupid claims and asking stupid questions already answered in FAQ's or guides easily accessible to them. Then you would also know that after a while you start filtering out anything that slightly resembles stupid.
Only way around it is to hire new support staff every so often to keep it fresh. (Replace the worn out with new)
Because in the end. You can't ask a mob that are composed of 80% stupid to stop being stupid, they can't grow IQ. (Though it is possible to grow stupid even though one was smart before)
So basically, the reason why support is lacking is because the support team are burned out from all the stupid and simply take the easiest path around the flow of crap.
If you file a petition, try to make it appealing to the support staff and they will help you. Like... "Small problem, quick fix. Thank you."
Well. If you work in that field then you have no choice but to continue to do your choice if you arenÆt burned out or not, itÆs your job and CCP should refresh the Staff for they donÆt get burned out as you say. if Game Masters aren't doing their job then they are quite useless to CCP if you know what i mean.
|
Cadde
Gallente
FireworX
|
Posted - 2008.09.17 09:32:00 -
[55]
Originally by: Pan Crastus
If you can't work in that environment, support or callcenter jobs are not for you. Yes, it's a job for professionals with a professional attitude, who can handle these questions all day long.
It is true that it requires a certain personality to do this kind of job for an extended period of time. And there might be some people who can deal with it for their entire life. My point was though that No matter how PRO any support crew is, they will eventually start to recognize the issues that come up time and time again. And if a petition (in this case) is filed that can be recognized as a known issue without a known solution the petition is responded to with a prepared response.
For example, i had a problem with a co-location server i rented once. I was paying for 10 MBit guaranteed bandwidth but only received 2 MBit (The basic package) and i tested it against many different targets to make sure it wasn't something else. It was limited at 2 MBit.
So i contacted their support with the title "My bandwidth is still limited to 2 MBit" and wrote a comprehensive message explaining what was wrong and provided several tests i had made to show what i had done before i contacted them.
I received a prepared message instructing me to test my bandwidth against various targets as not all targets would provide the bandwidth i needed to test against. Not too surprisingly their list of suitable test servers was the ones i had already tried.
So i wrote back to them. Including all the tests i made (again). And i got another prepared response telling me to restart my server with the remote power tool. (Something i had already done and explained in the message as per their FAQ)
In the end i had to call them, and explain the situation to them, word by word and the support person quickly confirmed that they had made an mistake (Forgot to apply the new setting for my 10 MBit access, and gave me one pay free month for the rent of both server and bandwidth. Even though i only had the problem for a week.
So it has ALOT to do with WHAT you write in the title and following message. Even the most professional support center (Yes i still think they gave the best support i have ever recieved, even after this incident as i understand their problem with customer dumbflood very well)
Point is, respect them and be smart. Critique yourself before pressing submit, ask yourself. How would i treat this if i worked with this EVERY day all day long and had to reply to even the most silly of things already covered in a FAQ/Manual/Guide or common sense.
---------------
Opinions? Yes they belong to me, not my corp! |
Ray Kaspo
Gallente
Aliastra
|
Posted - 2008.09.17 09:35:00 -
[56]
Hey, they're not all that bad. I can remember that once I did something dumb or stupid. I can't remember what it was but somehow I ended up with two mining barges or I reprocessed my barge by accident, or something.
I petitioned it and within an hour it was solved, the GM resetted my inventory to what it was before I made the mistake.
|
Cadde
Gallente
FireworX
|
Posted - 2008.09.17 09:42:00 -
[57]
Originally by: Sasuke Neo
Well. If you work in that field then you have no choice but to continue to do your choice if you arenÆt burned out or not, itÆs your job and CCP should refresh the Staff for they donÆt get burned out as you say. if Game Masters aren't doing their job then they are quite useless to CCP if you know what i mean.
Well, the thing is. IMHO CCP thinks their support staff is doing a good job. Because after all the players who play EvE still play the game. And i think i know why they keep playing! Here are some options.
1) They are too stupid to bother with the lack of support.
2) The petitioner already know that he could have done something to avoid the problem in the first place.
3) The players find the game too addictive to actually quit playing because of this.
And on my part. I think the Support is pretty decent, that could be because i only ever had to make stuck petitions in the first place and got help within 5 minutes.
If i ever have another problem that can't be slipped into the stuck category. I will know for sure how bad it is. But i know for sure that i will take every step possible to have them look at it as something other than "Been there, done that".
---------------
Opinions? Yes they belong to me, not my corp! |
Mia Oberon
|
Posted - 2008.09.17 10:34:00 -
[58]
CCP we want/need a SLA
|
Agor Dirdonen
|
Posted - 2008.09.17 11:05:00 -
[59]
Originally by: Ray Kaspo
Hey, they're not all that bad. I can remember that once I did something dumb or stupid. I can't remember what it was but somehow I ended up with two mining barges or I reprocessed my barge by accident, or something.
I petitioned it and within an hour it was solved, the GM resetted my inventory to what it was before I made the mistake.
To be honest, you should
a) not have petitioned that
b) not have gotten anything back from the GM's
Petitions are not meant as an insurance for stupid mistakes.
No wonder everyone else has to wait weeks before anything happens with petitions like this. "Hey, I shot an extra missile by accident to this rat which was already exploding, can I have that missile back please?"
|
Ray Kaspo
Gallente
Aliastra
|
Posted - 2008.09.17 11:15:00 -
[60]
Originally by: Agor Dirdonen
Originally by: Ray Kaspo
Hey, they're not all that bad. I can remember that once I did something dumb or stupid. I can't remember what it was but somehow I ended up with two mining barges or I reprocessed my barge by accident, or something.
I petitioned it and within an hour it was solved, the GM resetted my inventory to what it was before I made the mistake.
To be honest, you should
a) not have petitioned that
b) not have gotten anything back from the GM's
Petitions are not meant as an insurance for stupid mistakes.
No wonder everyone else has to wait weeks before anything happens with petitions like this. "Hey, I shot an extra missile by accident to this rat which was already exploding, can I have that missile back please?"
Yeah, as if I am to fault that nowadays the support system *apparently* sucks.
I remember that back then when it happened, I was quite new to the game, and ships are really expensive, so to me it didn't feel like "whoops I accidentally deleted my ship / bought one too many, oh well it's only a tiny amount of ISK anyway"
back when I played WoW, GM's also help their customers with issues like this, reimbursing the players with money if they accidentally vendor'd an expensive item or destroyed it on accident...
...it's called good customer service, something you apparently don't want in this game.
|
| |
|
| Pages: 1 [2] 3 4 :: one page |
| First page | Previous page | Next page | Last page |