Player Features and Ideas Discussion

When it comes to customer support CCP has the absolute worst across any games I play. Its not the inability to resolve issues, its the delay in even responding to a ticket.
You have to get out of this Icelandic attitude that you have a 9-5 job, and take the weekends/holidays off. Real world is 24/7. From a new player perspective, if it takes longer than 2 hours, let alone 24-48 hours, to answer a ticket, its obvious they're not worth much to CCP and just uninstall.

Do yourselves a favor, hire some minimum wage workers to handle tier 1 support. If its something they cannot handle, when you're done yer nappy nap you can resolve it.

Latest reference to this was someone I asked to try out the game, he bought one of those combo packs with a ship and such, and his code wont get accepted. He opened a ticket Thursday, and has yet to get a response.

To me that is completely unacceptable.

edit: WoT... Free to Play... longest I every waited for a response was 4 hours.

Hi. The "Real World" called. You can reach them between the hours of 9am to 5pm... local time. Please leave a message after the tone.

"On demand" support is not always the rule. In fact... most of the world doesn't operate that way. And, no... you are not entitled to it.

(NOTE: I say this as someone who has to "deal with" a lot of customers and vendors. It's not uncommon to be in limbo for a week or so regarding certain financial issues (with hundreds of thousands of dollars at stake). Most of the time, people are simply trying to sort things out on their end and researching logs... and they have to do this before they can even consider making a response... because you can easily get fired for even talking into an issue based on misinformation)

Also...
- some countries have strict rules regarding working hours and time off (in Iceland, and most of Europe, a worker is MANDATED to take a certain amount of vacation per year).

- customer support is expensive (even at minimum wage). Especially for small companies (which CCP is).



Now do I think they can do better, yes. But it isn't as black and white, do or die as you are making it out to be.


Also... IB4L. This thread most definitely classifies as "ranting."

This is not how IT works chief.

Even low level staff have some far reaching power. My former manager gave a really long speech when an admin first brought on board (indoc stuff, expectations, etc).

You get the cliff notes version....an IT section can do months to years of outstanding service to build up trust and credibility. And a screw up can strip that all that away in mere moments.


Ideally you pay them to give 2 craps about what they are doing to avoid this.



That and you'd be surprised with real maintenance agreements just how many don't do 24/7. I have a few enterprise level apps if they must break I hope they break before 0800 to 0900 my local time (Japan time). If not...the phone banks go to message and I won't talk to a living person until about 2100-2300 local (and yes I have had to come in at that time...:( ). Cheapest contract is about 12K a year.


WoT also has 2 distinct gaming regions so they are 24/7 because of that. They have admins working all the time because well....someone has to watch the singapore server (its there iirc, some other asia area if not or moved since I left) and the north america one. Eve has CEVE ofc but guessing for whatever reason they don't offset load on them.

Hire poor people to work nights for minimum wage so they can answer our tickets more faster.

I like it! +1 from a Caldari role player

We should also make them work 16hr shifts and deduct their pay checks for inefficiency and waste to keep them on their toes, because poor people are notoriously slothful and apathetic about their work.

the amount of entitlement oozing off this post is profound.

OP, if you're the next generation of people i have to deal with in the future, I weep for the species. Get off your high horse, and suck it up. All my support tickets have been answered within a couple days, a week at the most for ship reimbursement. If that's too long for you, then leave. Don't expect the world to cater to you just because you're impatient.

The fact that youc an say this with a straight face indicates to me that you have no idea what the "Real World" really looks like. In most cases, you only get 24 hour support if you pay extra for it in the form of a service contract - and in some cases, not even then.