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Does CCP actually have customer service?

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Fallicious
A-OK Logistics and Fabrication
StoneGuard Alliance
#1 - 2011-10-04 21:44:31 UTC
Just as the title says. I have had open petition on two separate accounts now for quite some time with absolutely no help from customer service. I received the customary automatic response drivel that someone would be looking into my petition as soon as possible, which I assume is at their earliest convenience.

Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible. Apparently getting back to me is not possible at all for them because my petitions seem to die there or I simply do not get a response back.

I have talked to many other people in the game in my corporations as well as friends who have played the game for 5+ years and the consensus is that unless the petition is something they can do instantly without having to do anything half taxing on their time or brain power they simply ignore it. Now I know it takes a large percentage of their time to sit in the game and ship spin, but one would believe that matters that would take less than 15 minutes to resolve could be resolved quite easily.

I have been as cordial in my requests with petitions as my patience would allow of me as I know that when you are a **** to customer service reps things tend to slow down to a crawl for you. I worked in IT long enough to know you don't **** off the people who fix your problem. These guys though seem to not care about cordiality and I doubt they will to insincerity and dripping sarcasm.

Has anyone had an issue resolved to prove that they do in fact have customer service?
Cipher Jones
The Thomas Edwards Taco Tuesday All Stars
#2 - 2011-10-04 21:49:40 UTC
I dunno, never had an experience where they were not expedient or polite.

But then I am expedient and polite myself, so maybe they just recognize class.

internet spaceships

are serious business sir.

and don't forget it
zzzczyzoznzoz
School of Applied Knowledge
Caldari State
#3 - 2011-10-04 21:49:59 UTC
its ccp as long as you/we pay to play they dont give a flying fork
Fallicious
A-OK Logistics and Fabrication
StoneGuard Alliance
#4 - 2011-10-04 21:56:02 UTC
Cipher Jones wrote:
I dunno, never had an experience where they were not expedient or polite.

But then I am expedient and polite myself, so maybe they just recognize class.



I was nothing but polite and expedient as well. providing all necessary information without the need for them to ask for anything. They simply chose to ignore it. I guess class doesn't always recognize class.
Ladie Harlot
Viziam
Amarr Empire
#5 - 2011-10-04 22:47:28 UTC
Fallicious wrote:
I guess class doesn't always recognize class.

ohdear

The artist formerly known as Ladie Scarlet.
Holy One
Privat Party
#6 - 2011-10-04 22:51:23 UTC
Its a bit slow, and often inconsistent, but its good.
CCP's GM's have a fair amount of personal discretion as well, which I prefer to the 'computer says no' approach.

:)
Nika Dekaia
#7 - 2011-10-04 23:13:57 UTC
Fallicious wrote:
Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible.

So your petition got escalated without you actually asking for it? Never happened to me. Your problem does not seem to be as trivial as you think it is. So what was it? No need to go into details. Mission stuck? Few hours. Some mods lost while trading? No one cares. Account hacked? Ohh..that will take a while.

And yeah, I did get my petitions solved in a reasonable timeframe. As in: one week for a R&D agent bug resolved is reasonable. Two days for a agent stuck petition isn't.

Just depends on what the actual problem is. So what kind is yours?
Flamespar
State War Academy
Caldari State
#8 - 2011-10-04 23:17:24 UTC
My petitions have always been dealt with swiftly. Either CCPs customer service is excellent, or I am just more important than you.
Fallicious
A-OK Logistics and Fabrication
StoneGuard Alliance
#9 - 2011-10-04 23:48:10 UTC
Nika Dekaia wrote:
Fallicious wrote:
Roughly after a week of the petition being open I receive an email saying that that my matter is to be escalated and needs to be looked at by a different GM and one will look over my matter and get back to me as soon as possible.

So your petition got escalated without you actually asking for it? Never happened to me. Your problem does not seem to be as trivial as you think it is. So what was it? No need to go into details. Mission stuck? Few hours. Some mods lost while trading? No one cares. Account hacked? Ohh..that will take a while.

And yeah, I did get my petitions solved in a reasonable timeframe. As in: one week for a R&D agent bug resolved is reasonable. Two days for a agent stuck petition isn't.

Just depends on what the actual problem is. So what kind is yours?



I bought a character on the character bazaar and the guy sent the character to the wrong account. I sent a petition to let them know all the details and linked the post in which i bought it. The person who had the account in which the character went to verified they had it and sent in a petition letting them know the character went to the wrong account, the guy who sent the toon to the wrong account sent a petition letting them know he sent it to the wrong account, and i put in a petition. All the information is right there for them to see and move it to the right account.

Does not seem to be an issue that would take weeks to figure out with all information present.

Escalation for them I am sure simply means that it is going to be ignored by another GM in addition to the first.

And Flamespar what do you consider swiftly?
Grey Stormshadow
Sebiestor Tribe
Minmatar Republic
#10 - 2011-10-05 00:17:37 UTC  |  Edited by: Grey Stormshadow
Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also...

Anyways... these things take time - u shall know how it goes when your account stops working .)

Logistics and covops ftw

Get classic forum style - custom videos to captains quarters screen

Play with the best - die like the rest
Flamespar
State War Academy
Caldari State
#11 - 2011-10-05 00:20:37 UTC
Fallicious wrote:


And Flamespar what do you consider swiftly?


within 24 hours
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#12 - 2011-10-05 00:26:17 UTC
I have found CCP's GM team to be hit or miss in the terms of their customer service.

Sometimes you get that GM that just goes above and beyond what you expect from them, and then you get that one that simply moves the petition from the category you filed it in to the category they believe is the correct one, without even leaving a response.

I caught a GM in chat and he was one of the most informative and nicest GM's I had met, he investigated why my petition hadn't been answered and finally got me an answer that the team investigating, is just simply going to take a while. It sucked, and another week and a half went by before a GM responded, and gave me an answer I didn't like. 20 days of waiting and the answer was no. I responded back and they reversed their first decision. To me it seemed like after 20 days of investigation they should have it documented to a "T" but in reality it looked like the head of the snake had no idea what the back end as doing.

You have GM's that respond and inform you that the petition is in the wrong category and then explain why its getting moved or answer your question and then you have the GM that says "wrong category" and moves it.

My most recent petition I was unhappy as a whole, maybe not with each individual GM but with the time it took to get my issue resolved. 20 days is unacceptable, especially if at the end of the ordeal I get a "NO" and then the GM realizes that was incorrect and reversed the first decision.
Fallicious
A-OK Logistics and Fabrication
StoneGuard Alliance
#13 - 2011-10-05 01:00:30 UTC
Grey Stormshadow wrote:
Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also...

Anyways... these things take time - u shall know how it goes when your account stops working .)

Logistics and covops ftw


Well I wish they would figure out something. I've lost over a weeks worth of training I could have done as well as the ability to make money with the character. Guess I just have to ride it out 2 more months until SW: The Ole Republic comes out.

Sassums there is a category for character transfers and that is where I filed my petition. I know it is in the right category, They are just dragging their feet for no apparent reason. As long as they get their monthly subscription fee I really don't think they care one way or another what is happening on the customer end as far as satisfaction goes. I really wanted to stick with Eve, but I think I am going to have to jump ship, have had better luck with Bioware and Lucas Arts in the past. Besides, with the pace of CCP I am sure SW: TOR will be out before they can be bothered to look at my petition.
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#14 - 2011-10-05 01:03:19 UTC
Fallicious wrote:
Grey Stormshadow wrote:
Perhaps meanwhile they have found some rmt iskies floating thru your brand new character and now they are trying to figure shall they only banhammer the seller or is the buyer involved also...

Anyways... these things take time - u shall know how it goes when your account stops working .)

Logistics and covops ftw


Well I wish they would figure out something. I've lost over a weeks worth of training I could have done as well as the ability to make money with the character. Guess I just have to ride it out 2 more months until SW: The Ole Republic comes out.

Sassums there is a category for character transfers and that is where I filed my petition. I know it is in the right category, They are just dragging their feet for no apparent reason. As long as they get their monthly subscription fee I really don't think they care one way or another what is happening on the customer end as far as satisfaction goes. I really wanted to stick with Eve, but I think I am going to have to jump ship, have had better luck with Bioware and Lucas Arts in the past. Besides, with the pace of CCP I am sure SW: TOR will be out before they can be bothered to look at my petition.


I'm not saying you filed in the wrong category, was just using that as an example.

But like I said earlier they claim to be investigating something, which takes them weeks, then they come back with a response or solution that either makes no sense, or the GM doesn't seem to have any idea what is going on, or you have to respond to correct their misinformation. Like I said earlier the head has no idea what the tail is doing. If they are investigating something, their response should be informative and should have all the information. it shouldn't have a GM respond and close the petition or just simply say sorry. It makes it look like they did no investigation at all.
Mr Kidd
Center for Advanced Studies
Gallente Federation
#15 - 2011-10-05 03:54:31 UTC
I've been seeing people who have issues with the NeX getting service within a few minutes of filing a petition. But for those of you with real problems I guess CCP's motto is GTFO.

Don't ban me, bro!
KaarBaak
Squirrel Team
#16 - 2011-10-05 04:07:42 UTC
Fallicious wrote:
for quite some time with absolutely no help from customer service.
Quote:
I received the customary automatic response drivel that someone would be looking into my petition as soon as possible


Quote:
Roughly after a week of the petition being open I receive an email
Quote:
I simply do not get a response back.
Quote:
they simply ignore it.

I'm confused. They've responded twice, but they're ignoring you?

The obvious next step is to post to the forums.

I've filed 3-4 petitions in 3+ years and never had one take longer than 48hrs.

Dum Spiro Spero
Alpheias
Farmhouse.
Fraternity.
#17 - 2011-10-05 04:14:47 UTC
KaarBaak wrote:

I'm confused. They've responded twice, but they're ignoring you?



I am gonna guess that he wants CCP to guess what he wants.

Agent of Chaos, Sower of Discord.

Don't talk to me unless you are IQ verified and certified with three references from non-family members. Please have your certificate of authenticity on hand.
Fallicious
A-OK Logistics and Fabrication
StoneGuard Alliance
#18 - 2011-10-05 04:18:24 UTC
Quote:
I'm confused. They've responded twice, but they're ignoring you?

The obvious next step is to post to the forums.

I've filed 3-4 petitions in 3+ years and never had one take longer than 48hrs.


Automated replies that do not carry any value of information isn't exactly counted as contact to me. Doesn't let me know they are doing anything or have even looked into it.

And Alpheias, congratulations for not reading anything but deciding to troll in the thread anyway. Hi-five for your douchebaggery.
Alpheias
Farmhouse.
Fraternity.
#19 - 2011-10-05 06:51:54 UTC
Fallicious wrote:


And Alpheias, congratulations for not reading anything but deciding to troll in the thread anyway. Hi-five for your douchebaggery.


At your service.

Agent of Chaos, Sower of Discord.

Don't talk to me unless you are IQ verified and certified with three references from non-family members. Please have your certificate of authenticity on hand.
Mr Epeen
It's All About Me
#20 - 2011-10-05 07:06:35 UTC
I have had response times ranging from two minutes to as much as two months.

Character petitions can take quite a while. They have their little protocol they need to run through and instead of actually reading the petition, it seems they look at the category you filed under and start the standard protocol running. Eventually they will actually read your petition. And once read they may actually comprehend what was written.

I have sent them hijack this files and Dxdiag files in petitions before and had them respond with a request for the same files I just sent. Seemed they just ticked the boxes without paying attention to content until the third or fourth response from me.

Others are right on top of things. Friendly, timely and informative replies.

Even with the issues I have had with these guys at times, they are far and away the best of any MMO I have played.

Mr Epeen Cool
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