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Does CCP actually have customer service?

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Written Word
Brutor Tribe
Minmatar Republic
#21 - 2011-10-05 07:12:48 UTC
They outsourced it to the Ctrl+C and Ctrl+V brothers.
GM Homonoia
Game Master Retirement Home
#22 - 2011-10-05 11:07:39 UTC
Disclaimer: As a GM I cannot go into specific cases or petitions on our forums as the petition system is the proper venue. I can try to answer any general questions about customer support or any other related topics, but never individual cases or events.

However, I have quickly looked into the matter and I can tell you that the petition was escalated correctly and that there is a very good reason that this particular petition is taking as long as it is. I understand the frustration involved and we do hear you.

Senior GM Homonoia | Info Group | Senior Game Master
GM Homonoia
Game Master Retirement Home
#23 - 2011-10-05 11:14:51 UTC
Mr Kidd wrote:
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.


NeX issues do not receive any preferential treatment. All petitions are handled in a 'first come first serve' principle, sorted by category. The rough categories are:
- Game
- Billing
- Technical
- Stuck

Each category has its own queue and each petition in each queue is prioritized by its creation date/time.

There are a few types of petitions that are handled outside the normal procedures, but NeX petition are definitely not among those (they are mostly security related).

Senior GM Homonoia | Info Group | Senior Game Master
Holy One
Privat Party
#24 - 2011-10-05 11:51:24 UTC
All customer facing staff in any business have SLAs.
All customer facing staff in any business have KPIs.
So does CCP. And by and large, they do a good job.

They almost certainly do not have enough staff (universal reality of CS) and have to cover a lot of languages, time zones and complex issues - the least of which is not being able to understand your terrible petitions.

:)
Nyio
Federal Navy Academy
Gallente Federation
#25 - 2011-10-05 11:57:47 UTC  |  Edited by: Nyio
"Our logs, show us nothing they do."

Also, we are not customers to CCP, we are a Crowd..

Golem • CCP In-Game Event 2011.11.23 • Nyio • Grenade?
Ifly Uwalk
Perkone
Caldari State
#26 - 2011-10-05 16:10:05 UTC
Fallicious wrote:
These guys though seem to not care

Actually, they looked at your corp name, saw that it was misspelled and decided that it would simply be best for you to /toon.

Gimme your stuff.
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