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Extremely Impressed with EVE Support/CCP

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Kryptona Patrouette
The Scope
Gallente Federation
#1 - 2015-02-06 10:45:56 UTC
I was playing a LVL4 mission in my Dominix with my friend, and everything seemed A-ok on my end. I was taking some pretty serious damage but tanking well. Awaiting my time to punch my MJD when I hear over ventrillo "dude you gonna get outta there!?" I was like no im fine im only at half armor. Then...

...."Dude your dead"ShockedShocked

On my end everything seemed fine. I was still tanking and shooting. About 5-10 seconds later I got a "socket disconnect" error and I exited the game. Logged back in and sure enough im podded.What?

Needless to say I was extremely pissed. My internet was fine on my end(still streaming music, no disconnect from vent) so I decided to submit a ticket and thought all was lost. I was sure disconnect is in the TOS and I was SOL.

A few days went by, I had already rebuilt my ship, and was back to missions. I dont need to state it but ships get lost. Its the way of the game. I moved on and chocked it up to a bad night.

*THEN* Today I got an email from CCP Customer support saying they thoroughly investigated their server logs and performance reports and determined that my Dominix should be reimbursed. AttentionQuestionI logged into the game and sure enough my Dominix was in my ship hanger as if nothing had happened. Needless to say I lost the drones that were in space at the time but everything that was in/on it was restored to me!!


I just wanted to post my experience and especially my thanks to CCP and EVE support for completely going above and beyond as far as any gaming experience iv had. I never expected this from a game like this and was blown away.

Top notch game. Great customer support. Its obvious this is a company/community that cares about their product. Im a member for life.

o7

TLDR; I lost a ship due to a freak server side disconnect, submitted a ticket and was reimbursed for my loss. THANK YOU CCP/EVE support!!!!!!
Ruskarn Andedare
Lion Investments
#2 - 2015-02-06 10:56:57 UTC
There was useful data on the logs Shocked

Confused now, need a lie down What?
Dradis Aulmais
Center for Advanced Studies
Gallente Federation
#3 - 2015-02-06 12:57:28 UTC
They were able to reconstruct the logs? Eve must be dying!

Dradis Aulmais, Federal Attorney Number 54896

Free The Scope Three
Serene Repose
#4 - 2015-02-06 13:14:39 UTC
Posting in yet another stealth EVE is Dying thread.

We must accommodate the idiocracy.
Cara Forelli
State War Academy
Caldari State
#5 - 2015-02-06 13:50:20 UTC
I recently had a socket disconnect during a frigate fight. Raced to log back in and found the other guy in a pod.

I have no idea what happened.

Want to talk? Join my channel in game: House Forelli

Titan's Lament
Miles Parabellum
Core Collapse Inc
#6 - 2015-02-06 14:01:26 UTC
"Recently" I lost a paladin in null. Was doing PvE when we read in the intel channel that hostiles were inbound.
I finished the site, pulled drones, right click on station + dock. Tab out for some World of Tanks.
Come back 30 mins later, sitting in dock with neither ship nor pod to spin and a bunch of messages from concerned corpies.
I was mildly annoyed, but chalked it up to carelessness and being drunk. Even so, I made a support ticket because the ship should have docked by itself without needing me to baby it.
Surprisingly, I got the ship back, although with no fitting (only T2 stuff so no biggie).
That was a pleasant surprise.
Nalia White
Tencus
#7 - 2015-02-06 17:18:16 UTC
well it seems like very random what the logs show and what they don't.

i don't know if that's true but one guy flying a covert ops i fast locked after he jumped a gate before he managed to cloak and he later sent me a mail stating that ccp reimbursed his covert ops because server logs showed he hit cloak before i locked him apparently... story could be bogus though as he wrote me that just a few hours after he got killed...

Syndicate - K5-JRD

Home to few, graveyard for many

My biggest achievement
David Mandrake
Center for Advanced Studies
Gallente Federation
#8 - 2015-02-06 18:04:01 UTC
Nalia White wrote:
well it seems like very random what the logs show and what they don't.

i don't know if that's true but one guy flying a covert ops i fast locked after he jumped a gate before he managed to cloak and he later sent me a mail stating that ccp reimbursed his covert ops because server logs showed he hit cloak before i locked him apparently... story could be bogus though as he wrote me that just a few hours after he got killed...


I've seen before where people will claim a reimbursement as a "NO I TOTALLY DIDN'T DIE" type thing. Even once with several typos in the "forwarded" message from CCP with the message otherwise being inconsistent with the other reimbursement mails I've seen screenshots of (though admittedly, I've never had to get anything reimbursed. Well actually, there is an inty that I probably could have argued for but it's literally not worth my time given how cheap those are...)
Dersen Lowery
The Scope
#9 - 2015-02-06 18:27:44 UTC
It's true that every time I've had to lean on CCP support for something, they've been quick to respond and helpful. I've never had a bad experience. I've never even had an indifferent experience.

Proud founder and member of the Belligerent Desirables.

I voted in CSM X!
Jack Hayson
The Scope
Gallente Federation
#10 - 2015-02-06 18:27:58 UTC
Miles Parabellum wrote:
I finished the site, pulled drones, right click on station + dock. Tab out for some World of Tanks.

That's a relatively common bug. When you tab out of EVE your ship will often not dock or jump.
Lykouleon
Noble Sentiments
Second Empire.
#11 - 2015-02-06 20:15:27 UTC
Kryptona Patrouette wrote:
Top notch game. Great customer support. Its obvious this is a company/community that cares about their product. Im a member for life.

Can I have your stu....wait. Well that was unexpected.

Lykouleon > CYNO ME CLOSER so I can hit them with my sword
DaReaper
Net 7
Cannon.Fodder
#12 - 2015-02-06 20:43:11 UTC
i once, a long time, was in a badger 2, i think i was empty, but anyway, i was in the kari pipe in providence, was jumped into y-m and saw some people in local, i checked dscan and saw a few ships on the gate, went to warp and at the end of my warp, like as i was coming out, i saw them drop a bubble. my ship slammed to halt at the edge of the warp bubble and i bounced off. was targeted and went meh i'll burn to the gate. turne don micro warp and again slammed into the edge of the bubble, like it was solid. Serious WTF moment. Ship goes boom, pod goes boom. I immediately petitioned, got the ship back two days later,

Really only thing i ever tried to get back

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
J'Poll
School of Applied Knowledge
Caldari State
#13 - 2015-02-06 22:27:24 UTC
What are logs?

Personal channel: Crazy Dutch Guy

Help channel: Help chat - Reloaded

Public roams channels: RvB Ganked / Redemption Road / Spectre Fleet / Bombers bar / The Content Club
Terminator 2
Omega Boost
#14 - 2015-02-06 22:50:09 UTC
J'Poll wrote:
What are logs?


They usually show nothing. Magic happened in this thread.
Mara Pahrdi
The Order of Anoyia
#15 - 2015-02-06 23:33:12 UTC
While I'd prefer them to stop reimbursing stuff, I agree that CCP's customer support is doing a good job.

+1 to OP and CCP!

Remove standings and insurance.
Unsuccessful At Everything
The Troll Bridge
#16 - 2015-02-07 03:40:18 UTC
The logs show... something.




Since the cessation of their usefulness is imminent, may I appropriate your belongings?
omgitsbees Isayeki
#17 - 2015-02-07 03:47:16 UTC
We don't see too many threads like this. Always nice to get something that isn't so negative.
Nikodiemus
Ganja Clade
Shadow Cartel
#18 - 2015-02-07 04:08:40 UTC
first time for everything
Bienator II
madmen of the skies
#19 - 2015-02-07 04:26:44 UTC
u usually also get a funny concord salvage mail when they give you a ship back ;)

how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value
Rowells
Blackwater USA Inc.
Pandemic Horde
#20 - 2015-02-07 05:29:57 UTC
Is this what I think it is? Quick! Somebody archive this! Make it a sticky or something! A good support experience is truly worthy of that kind of monument.
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