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Lack of respect for customers.

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silens vesica
Corsair Cartel
#41 - 2012-06-01 15:35:17 UTC
Cpt Lox wrote:


"lolol that is ******* bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even... < snipped lots of pointless blather > "

Clearly, what you experienced was a PEBCAK error, and is has been handled in the correct manner: Suffled to the back of the queue.

Tell someone you love them today, because life is short. But scream it at them in Esperanto, because life is also terrifying and confusing.

Didn't vote? Then you voted for NulBloc
Alia Gon'die
Outer Ring Applied Logistics
#42 - 2012-06-01 15:43:54 UTC
Basically OP is that ******* that thinks that if he screams loudly enough or threatens to take his business elsewhere that he will get everything he ever wanted.

Self-appointed forums hallway monitor Ask me about La Maison and what it means for you! http://bit.ly/LTW5gW These wardec rules are not in place for our protection. They're in place for yours.
Korsiri
Federal Navy Academy
Gallente Federation
#43 - 2012-06-01 16:19:00 UTC
Alia Gon'die wrote:
I'd like to link a cracked article here on Customer Service. As someone who has worked in a call-in call center (for AT&T Mobile, no less), I can verify that all of these things are true.
Oh, also it's NSFW because of bad words :ohno:
http://www.cracked.com/blog/5-idiotic-misconceptions-about-calling-customer-service/


great link ^_^

+rep
Reverend Cletis
Synister Mynisters
#44 - 2012-06-01 16:26:47 UTC
The kindlier gentlier GM's of Hello Kitty Online are over there----->

I hear they refund your ship value plus 10% if you use naughty words and capitalize things.
Bunnie Hop
Bunny Knights
#45 - 2012-06-01 16:30:50 UTC
Reverend Cletis wrote:
The kindlier gentlier GM's of Hello Kitty Online are over there----->

I hear they refund your ship value plus 10% if you use naughty words and capitalize things.


Doesn't that Hello Kitty thing get old? Roll
Alia Gon'die
Outer Ring Applied Logistics
#46 - 2012-06-01 16:51:45 UTC
Bunnie Hop wrote:
Reverend Cletis wrote:
The kindlier gentlier GM's of Hello Kitty Online are over there----->

I hear they refund your ship value plus 10% if you use naughty words and capitalize things.


Doesn't that Hello Kitty thing get old? Roll


Not as long as it continues to be relevant.

Self-appointed forums hallway monitor Ask me about La Maison and what it means for you! http://bit.ly/LTW5gW These wardec rules are not in place for our protection. They're in place for yours.
baltec1
Bat Country
Pandemic Horde
#47 - 2012-06-01 16:57:52 UTC
In 6 years I have petitioned once to get my ship back and they did it.
Gawain Edmond
Khanid Bureau of Industry
#48 - 2012-06-01 17:07:29 UTC
wow he's more pissed than i was and i'm only pissed that ccp won't update the client through the launcher and the patch from the game itself isn't downloading itself and they won't let me download it from the website (anyone know how to make it patch when the patch won't download let me know i aint downloadin the client again but back on topic) If you think the GM's are doin such a crap job (they don't) remember that they pay to play this game too they are not (for the most part) ccp staff they are members of the player base so if it bugs you so much you get yourself signed up as a gm (there is info on how somewhere on the website) and see just how long you are able to reply to petitions from idiots like yourself while staying polite and answering each one personally

yea i aint using full stops today am feelin lazy and the shift key don't work so no capital letters either
Tallian Saotome
Nuclear Arms Exchange Inc.
#49 - 2012-06-01 17:23:56 UTC
Gawain Edmond wrote:
wow he's more pissed than i was and i'm only pissed that ccp won't update the client through the launcher and the patch from the game itself isn't downloading itself and they won't let me download it from the website (anyone know how to make it patch when the patch won't download let me know i aint downloadin the client again but back on topic) If you think the GM's are doin such a crap job (they don't) remember that they pay to play this game too they are not (for the most part) ccp staff they are members of the player base so if it bugs you so much you get yourself signed up as a gm (there is info on how somewhere on the website) and see just how long you are able to reply to petitions from idiots like yourself while staying polite and answering each one personally

yea i aint using full stops today am feelin lazy and the shift key don't work so no capital letters either

ISD are volunteers, GM is paid staff. No MMO has allowed players to have GM power in years, because it ALWAYS get abused horribly.

Inappropriate signature removed, CCP Phantom.
Velicitia
XS Tech
#50 - 2012-06-01 17:44:37 UTC
Alia Gon'die wrote:
I'd like to link a cracked article here on Customer Service. As someone who has worked in a call-in call center (for AT&T Mobile, no less), I can verify that all of these things are true.
Oh, also it's NSFW because of bad words :ohno:
http://www.cracked.com/blog/5-idiotic-misconceptions-about-calling-customer-service/



+1 internets

One of the bitter points of a good bittervet is the realisation that all those SP don't really do much, and that the newbie is having much more fun with what little he has. - Tippia
TriadSte
The Scope
Gallente Federation
#51 - 2012-06-01 17:45:23 UTC
I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.

You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.

Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.

Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.
Alia Gon'die
Outer Ring Applied Logistics
#52 - 2012-06-01 18:10:50 UTC
TriadSte wrote:
I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.

You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.

Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.

Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.


If a customer is going to be a **** to a CSR, they can get royally ******. Should have a Dev fleet hotdropped on them, followed by permadeath.

Self-appointed forums hallway monitor Ask me about La Maison and what it means for you! http://bit.ly/LTW5gW These wardec rules are not in place for our protection. They're in place for yours.
Tallian Saotome
Nuclear Arms Exchange Inc.
#53 - 2012-06-01 18:29:47 UTC
TriadSte wrote:
I used to work in customer service and we had anything up to 1500 emails backlogged and we only had 3 staff trying to get these emails completed as well as taking calls from customers who require customer service.

You have got to get on top of it and keep it low every day because as you know......you WILL get swamped again so so easily.

Also however we are your customers and not everyone including myself thinks before we speak especially when frustrated. Making customers wait a week for a reply is outrageous.

Standardized replies are also horrific because the customer wants to feel he has your attention in his/her problem and standard copy/pastes do not give that feel.

I've worked for a few gaming companies, and read the TOS/EULAs for both.

The kind of message he sent is actually grounds for action against his account for harrassment of GM staff, under most standard MMO TOS(to lazy to check the EVE TOS, but I am sure its there). Working for EA I saw several people told they were no longer allowed to contact customer service, if the needed help they could send a snail mail to EA's lawyers for tech support, for much the same behavior the OP exhibited.

There is NEVER an excuse for behavior like that, unless you are 4 years old.

Inappropriate signature removed, CCP Phantom.
Spineker
#54 - 2012-06-01 18:44:18 UTC
Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.
Morganta
The Greater Goon
#55 - 2012-06-01 18:56:51 UTC
Spineker wrote:
Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.


as the GM stated they are hiring to fill the need

however, that said, who wants to work for a company that lays off a couple hundred people and then hires more because they cut too much?

Hows job security over there at CCP these days?
Spineker
#56 - 2012-06-01 19:02:53 UTC
Morganta wrote:
Spineker wrote:
Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.


as the GM stated they are hiring to fill the need

however, that said, who wants to work for a company that lays off a couple hundred people and then hires more because they cut too much?

Hows job security over there at CCP these days?



I read that and just thought I would reinforce the fix.

Yeah I would not leave a stable job to work for them that is for sure.
Sentinel Smith
Center for Advanced Studies
Gallente Federation
#57 - 2012-06-01 19:04:46 UTC
The logs show nothing.
silens vesica
Corsair Cartel
#58 - 2012-06-01 19:05:28 UTC
Spineker wrote:
Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.

Aaaand the previously-predicted 'hire more folks' post has occured.
Roll

Tell someone you love them today, because life is short. But scream it at them in Esperanto, because life is also terrifying and confusing.

Didn't vote? Then you voted for NulBloc
Vaerah Vahrokha
Vahrokh Consulting
#59 - 2012-06-01 19:14:24 UTC
GM Homonoia wrote:

This has to do with the sheer amount of petitions in our queues. Once we get to a petition we can usually investigate and send out a reply inside 15 minutes. The waiting times mostly come from the fact that there are 1500 petitions in front of you; we work under a first come, first serve principle (per queue type).


This prefigures two scenarios:

- You are heavily understaffed.

- The product quality is too below standards.


What prevents CCP from hiring more GMs while they work on bringing the product quality to standards?

Money? But we don't play for free.

EvE is a game of consequences. We end users are honoring our contract part. If they created a buggy product then it's not our fault.

EvE Online portal | EvE markets tutorials
Spineker
#60 - 2012-06-01 19:16:30 UTC  |  Edited by: Spineker
silens vesica wrote:
Spineker wrote:
Hire more staff CCP. Problem solved.

I never expect quick turn around with CCP but sometimes they come through. But if you are overwhelmed than the answer is to use intelligent tracking system to fix problems or hire more staff.

Aaaand the previously-predicted 'hire more folks' post has occured.
Roll



What is your point? You're actually dumb enough to sit there and write that entire sentence over something that is totally ignorant to say. Why do you think I care what you think on anything in the world? Is incredible how dumb people are and special they believe they are or that they matter. Redundant ignorance is redundant.

Should I ask your permission in the future before writing?

Do you actually think people read all of these post? Seriously? What are you 10 years old son?