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CCP Support #fail

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Trish McRush
The Scope
Gallente Federation
#1 - 2013-11-27 21:11:12 UTC
After the Rubicon Launch my client freezes instantly after logging in.

Since that I filed two support tickets, sent 4 mails. And step by step I'm getting really annoyed.

Silence, expect for an automated one no reply at all from the support desk.

Besides the fact that they aren't doing anything at all to fix my problem, my biggest grief is that they aren't able to simply answer my support tickets and mails. A simple "excuse us, Trish, we are working on the problem" isn't that hard to perform.

This is NOT a way to treat a customer!!!!

Am I the only one that is treated like this?
ISD BH Scribblet
ISD BH
ISD Alliance
#2 - 2013-11-27 23:52:01 UTC
Hi Trish,

apologies that you are having problems.

Have you filed a bug report? I've been working on the Mac bug reports last couple of days and don't think I've seen one from yourself. If you have, be aware that at present we cannot reply to bug reports at present for logistic reasons.

However, if not, I need a bug report with details, a system profiler report, and ideally a cider trace file; if client freezes before logon, then an in-game log is likely not obtainable.

Advice on how to obtain these is detailed in the evelopedia page here

https://wiki.eveonline.com/en/wiki/Mac_bug_reporting

As for steps to attempt a fix, check see if your system is formatted as case sensitive journaled. If so, can case issues for upgrade. If not, at launcher, click on the cog wheel at the top right, and navigate to the 'Cache' tab, and hit the 'clear all cache data' button.

Might also be worth navigating over the the 'EVE Client Settings' tab, and hitting the reset buttons for client data and user specific data.

It will reset everything, but if nothing else is working.

If this fails, the old school advice was to delete the EVE online folder from the Application support folder found at ~/Users/your-user-name/Library/Application Support

Be aware that in later OS's this folder is hidden, but if you navigate to ~/Users/your-user-name then go to the 'Go' tab on the menu bar at top of screen, and select 'go to folder..' from drop down menu, you can type 'library' in there, and it will open it up. Then just double click 'Application Support' and delete the 'EVE Online' folder. Again, resets EVERYTHING. Bookmarks included.

Last ditch option, delete your client, delete the Application support folder as able, and download and install the latest version from web site.

Do submit bug reports though at each stage if it fails. I will check them, though you won't get a response, as per above limitations at present.

Do not post back here for a specific response from me, though, as work/family commitments do not guarantee I can respond quickly, and bug reports are my first priority as an ISD volunteer.

I hope some of this helps, and do keep us and the community posted!

Kind regards

Scribblet
Tabris Katz
The Forgotten Children
#3 - 2013-11-28 10:41:23 UTC
Is your computer freezing right after you select your character? If that is the case I have a fix for ya! Go to your graphics settings and set 'shader quality' to low. I had a similar problem but doing this stopped the problem instantly and the game ran smoother then ever. I suspect that it is caused by Eve being upgraded to the most recent version of DirectX (a PC graphics rendering program not for mac).

If this doesn't help let me know, I have a few other suggestions that might help but this seems to be the most likely cause.
Erin Myles
Myles Sisters Holding
#4 - 2013-12-02 11:35:10 UTC
ISD BH Scribblet wrote:

Have you filed a bug report? I've been working on the Mac bug reports last couple of days and don't think I've seen one from yourself. If you have, be aware that at present we cannot reply to bug reports at present for logistic reasons.

However, if not, I need a bug report with details, a system profiler report, and ideally a cider trace file; if client freezes before logon, then an in-game log is likely not obtainable.

I really do not think that filing a bug report should be the recognized channel and standard practice for the first stage of any customer support. By filing a bug report, the customer is doing you a favor when in practice, you should be doing them a favor as it is your product that is at fault.

The fact that this customer has not had their issue addressed when he pays for and is entitled to support can often be excused; high levels of support tickets after a major update is definitely understandable and long delays can be expected. However just ignoring them and not making clear a bug report is needed is not a good way to do things and is a prime example of a bad and failing support department. At least a message confirming to the customer their ticket is in the system from a real human - even if it is not to be actioned for a few days - does go miles to reassure the customer. In this case, asking for a bug report in that message would have been appropriate.

I think CCP should seriously think about their Mac support - both in the software and how it handles the client, and in 1st/2nd line support and how it handles the customer - because at the moment both stink and there is no excuse for it.
Darryn Lowe
Sebiestor Tribe
Minmatar Republic
#5 - 2013-12-04 05:31:37 UTC
Erin Myles wrote:
ISD BH Scribblet wrote:

Have you filed a bug report? I've been working on the Mac bug reports last couple of days and don't think I've seen one from yourself. If you have, be aware that at present we cannot reply to bug reports at present for logistic reasons.

However, if not, I need a bug report with details, a system profiler report, and ideally a cider trace file; if client freezes before logon, then an in-game log is likely not obtainable.

I really do not think that filing a bug report should be the recognized channel and standard practice for the first stage of any customer support. By filing a bug report, the customer is doing you a favor when in practice, you should be doing them a favor as it is your product that is at fault.

I don't wish to seem rude but that's the completely wrong attitude. You've got a problem YOU need to report the problem. CCP doesn't know if you've got a problem until you let them know. The more information you can give them the better informed they will be to look at the problem.

This is clearly a bug so a bug report makes sense.
Rowells
Blackwater USA Inc.
Pandemic Horde
#6 - 2013-12-11 02:46:09 UTC  |  Edited by: Rowells
Erin Myles wrote:
ISD BH Scribblet wrote:

Have you filed a bug report? I've been working on the Mac bug reports last couple of days and don't think I've seen one from yourself. If you have, be aware that at present we cannot reply to bug reports at present for logistic reasons.

However, if not, I need a bug report with details, a system profiler report, and ideally a cider trace file; if client freezes before logon, then an in-game log is likely not obtainable.

I really do not think that filing a bug report should be the recognized channel and standard practice for the first stage of any customer support. By filing a bug report, the customer is doing you a favor when in practice, you should be doing them a favor as it is your product that is at fault.

The fact that this customer has not had their issue addressed when he pays for and is entitled to support can often be excused; high levels of support tickets after a major update is definitely understandable and long delays can be expected. However just ignoring them and not making clear a bug report is needed is not a good way to do things and is a prime example of a bad and failing support department. At least a message confirming to the customer their ticket is in the system from a real human - even if it is not to be actioned for a few days - does go miles to reassure the customer. In this case, asking for a bug report in that message would have been appropriate.

I think CCP should seriously think about their Mac support - both in the software and how it handles the client, and in 1st/2nd line support and how it handles the customer - because at the moment both stink and there is no excuse for it.

If you want a quick response you need to file through the proper channels that have been set up. If you keep telling the wrong person you are just creating problems for other people down the line. They already have other customers that need attention in their area of specialty and trying to find the proper guy and work orders for something they have little experience in can cause problems. Try calling your dentist when your car breaks down and see how quickly it gets fixed. And when you file a report they can actually find (or attempt to find) a fix for your specific problem. And think of it this way, your not doing them a favor when you give them information. you're doing yourself a favor. You are making the process much faster by doing that. Othereise youll end up with very long response times and blank stares as they try to spend hours figuring out your problem.