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Is there no such thing as customer service, in EVE Online?

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Vin Vao
Federal Navy Academy
Gallente Federation
#1 - 2014-12-02 17:47:05 UTC
Account issues with EVE Online seem to be, issued with making an account.
Numerous account payment issues, activation bugs and support tickets haven't even been looked at.
There isn't even a phone number for customer support.

Is there a support forum or something?
Paranoid Loyd
#2 - 2014-12-02 17:48:23 UTC
The customer service is adequate, file a petition, be patient.

Or just rage on the forums.

"There is only one authority in this game, and that my friend is violence. The supreme authority upon which all other authority is derived." ISD Max Trix

Fix the Prospect!
Lucas Kell
Solitude Trading
S.N.O.T.
#3 - 2014-12-02 17:49:11 UTC
Support tickets are the way to go unfortunately. Make sure you filed your support ticket with the right category and it should get picked up relatively quickly (but days, not hours).

The Indecisive Noob - EVE fan blog.

Wholesale Trading - The new bulk trading mailing list.
Doc Fury
Furious Enterprises
#4 - 2014-12-02 17:51:29 UTC  |  Edited by: Doc Fury
Paranoid Loyd wrote:
The customer service is adequate, file a petition, be patient.

Or just rage on the forums.


Confirming that raging here in GD will result in receiving only the warmest and sincerest welcome from its denizens.

☼

There's a million angry citizens looking down their tubes..at me.
David Therman
#5 - 2014-12-02 17:56:41 UTC
Funnily enough, this has the best customer service I've ever seen in regards to a video game. Whenever I've had an issue so far, it's been sorted out quickly and efficiently.

At this point, I could wag my finger at a couple of companies/publishers in particular and compare the stark differences between them and CCP when it comes to "customer support"... I'm not in a ranting mood though.
Agondray
Avenger Mercenaries
VOID Intergalactic Forces
#6 - 2014-12-02 17:59:52 UTC
Vin Vao wrote:
Account issues with EVE Online seem to be, issued with making an account.
Numerous account payment issues, activation bugs and support tickets haven't even been looked at.
There isn't even a phone number for customer support.

Is there a support forum or something?


I do agree it should be a bit better and more educated people to assist with the problems
Ive experienced numerous issues with service with billing watching my bill dates bounce to multiple days in the same month even with pictures of dates and still get generic questions of
Did you restart your computer?
Did you erase your cookies?

Yes and yes

"Sarcasm is the Recourse of a weak mind." -Dr. Smith
Ranger 1
Ranger Corp
Vae. Victis.
#7 - 2014-12-02 17:59:54 UTC
Did you actually expect an online game to have a support phone number?

View the latest EVE Online developments and other game related news and gameplay by visiting Ranger 1 Presents: Virtual Realms.
Mr Epeen
It's All About Me
#8 - 2014-12-02 18:14:25 UTC
Ranger 1 wrote:
Did you actually expect an online game to have a support phone number?


Diablo 3 does. It's useless for getting anything done except helping you practice your anger management exercises, but they have one.

Not an MMO (marketed and built like one, sadly) but an online game, nonetheless.

Mr Epeen Cool
Evei Shard
Shard Industries
#9 - 2014-12-02 18:23:24 UTC
I like how filing a ticket when your account is inactive results in a GM saying to ask your question on the forums (where you need to have an active account in order to post).

Profit favors the prepared
ISD LackOfFaith
ISD Community Communications Liaisons
ISD Alliance
#10 - 2014-12-02 19:36:40 UTC
For any support issues, please file a support ticket here: http://community.eveonline.com/support/support-tickets/

ISD LackOfFaith

Captain

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to Eve Mail or anything other than the forums.
Jarod Garamonde
Jolly Codgers
Get Off My Lawn
#11 - 2014-12-02 19:41:09 UTC
IB4TL

That moment when you realize the crazy lady with all the cats was right...

    [#savethelance]
Evei Shard
Shard Industries
#12 - 2014-12-02 19:48:13 UTC
ISD LackOfFaith wrote:
For any support issues, please file a support ticket here: http://community.eveonline.com/support/support-tickets/


That is somewhat circular, as the GM's often respond to tickets by saying to take the question(s) to the forum.

Profit favors the prepared
Ranger 1
Ranger Corp
Vae. Victis.
#13 - 2014-12-02 20:53:16 UTC
Evei Shard wrote:
ISD LackOfFaith wrote:
For any support issues, please file a support ticket here: http://community.eveonline.com/support/support-tickets/


That is somewhat circular, as the GM's often respond to tickets by saying to take the question(s) to the forum.

You are confusing asking a general question with an issue that actually requires something to be fixed by the support team. There are plenty of venue's both in and out of game for asking questions, and it's simply a waste of time for the support team to get involved in that process... they need to focus on things that only they can fix.

View the latest EVE Online developments and other game related news and gameplay by visiting Ranger 1 Presents: Virtual Realms.
Unsuccessful At Everything
The Troll Bridge
#14 - 2014-12-02 21:11:18 UTC
Thank you for contacting the General Discussion unit of CCP's Customer Service Center.

My name is Unsuccessful at Everything. It is my goal to provide you with outstanding customer service today.

If you prefer a non-automated response, please press 1 now.

What can I help you with?

For billing issues, please press 2.

For account management issues, please press 3.

For technical service issues, please press 4.

For issues involving soreness of your posterior region, please press 5.

For issues involving overactive tear production, please press 6.

For issues involving injuries sustained to your feelings, please press 7.

For all other issues, please stay on the line, and a representative will be with you shortly. All calls are handled in the order in which they are received. Your expected wait time is 97 minutes.

Since the cessation of their usefulness is imminent, may I appropriate your belongings?
Ralph King-Griffin
New Eden Tech Support
#15 - 2014-12-02 21:14:54 UTC
Vin Vao wrote:

There isn't even a phone number for customer support.

Hell hath not a punishment the rival of a sp invested mmorpg community scorned.

Would you have a phone number for us to ring.

Murderers of Negotiable Motivations

=]|[=
Yang Aurilen
State War Academy
Caldari State
#16 - 2014-12-02 21:27:42 UTC
Evei Shard wrote:
ISD LackOfFaith wrote:
For any support issues, please file a support ticket here: http://community.eveonline.com/support/support-tickets/


That is somewhat circular, as the GM's often respond to tickets by saying to take the question(s) to the forum.


Things GD can trol-errr I mean fix: ingame problems
Things GD CANNOT trol-erm I mean fix: account problems
Learn the difference it could save you a wardec.

Post with your NPC alt main and not your main main alt!
Evei Shard
Shard Industries
#17 - 2014-12-02 21:41:42 UTC
Yang Aurilen wrote:
Evei Shard wrote:
ISD LackOfFaith wrote:
For any support issues, please file a support ticket here: http://community.eveonline.com/support/support-tickets/


That is somewhat circular, as the GM's often respond to tickets by saying to take the question(s) to the forum.


Things GD can trol-errr I mean fix: ingame problems
Things GD CANNOT trol-erm I mean fix: account problems
Learn the difference it could save you a wardec.


EULA clarification is not an "in game problem". File a ticket with a question about it, they'll direct you to the forums. Bring up the question here, and you'll be lucky to get a troll response before the thread is closed and directed to file a ticket.

Profit favors the prepared
ISD Ezwal
ISD Community Communications Liaisons
ISD Alliance
#18 - 2014-12-02 21:48:58 UTC  |  Edited by: ISD Ezwal
If a response to a genuine question is trolling or in any other way breaking the forum rules, report that post to us and we will take care of it as swiftly as possible. To report a post click on the little flag just above it.


That said, this specific thread gets a lock for discussing Support Tickets.

ISD Ezwal Community Communication Liaisons (CCLs)