These forums have been archived and are now read-only.

The new forums are live and can be found at https://forums.eveonline.com/

EVE General Discussion

 
  • Topic is locked indefinitely.
12Next page
 

Support - Where did it go?

First post
Author
Previous Topic Next Topic
Sgt Ocker
What Corp is it
#1 - 2015-09-14 08:57:50 UTC
Eleven days and - "Thank you for contacting EVE Online Customer Support. Your ticket (XXXXXX) has been received and is being reviewed by our support staff" is it.


Is Eve really in such a bad place it takes 11+ days to answer a support request? (time to stop and get things in order)
Is it simply the person employed to offer support can't do their job? ( hire someone to help him)

Or
This new support system is working as intended - Take long enough to answer support requests and people give up.


I seem to remember another game that took forever to answer support requests - Don't play it much anymore either.

My opinions are mine.

  If you don't like them or disagree with me that's OK.- - - - - - Just don't bother Hating - I don't care

It really is getting harder and harder to justify $23 a month for each sub.
Drago Shouna
Doomheim
#2 - 2015-09-14 09:02:35 UTC
I've had a couple in for a couple of weeks now, and still no reply either...Even with included screenshots.

I have about surrendered now.

Solecist Project...." They refuse to play by the rules and laws of the game and use it as excuse ..." " They don't care about how you play as long as they get to play how they want."

Welcome to EVE.
Tiberius Heth
Doomheim
#3 - 2015-09-14 09:23:59 UTC
Sgt Ocker wrote:
Eleven days and - "Thank you for contacting EVE Online Customer Support. Your ticket (XXXXXX) has been received and is being reviewed by our support staff" is it.


Is Eve really in such a bad place it takes 11+ days to answer a support request? (time to stop and get things in order)
Is it simply the person employed to offer support can't do their job? ( hire someone to help him)

Or
This new support system is working as intended - Take long enough to answer support requests and people give up.


I seem to remember another game that took forever to answer support requests - Don't play it much anymore either.


It all depends on what the issue is, how complete your wording is and how much of a mess it is.


Ship reimbursements, account hack/abuse and those kinds of things are probably going to take weeks.
DeMichael Crimson
Republic University
Minmatar Republic
#4 - 2015-09-14 09:32:13 UTC  |  Edited by: DeMichael Crimson
Awww, I see CCP has now changed the way to submit a Support Ticket. No longer can be done in-game with ease. Players still click on Eve Help = Question Mark icon in NeoCom Bar (F-12 key) but then it directs you to their Eve Online Support site in your out of game browser to actually file it.

https://ccpcommunity.zendesk.com/hc/en-us/requests/new/

Not very user friendly, just made it even tougher for players to get in contact with them.

By the way, does anyone know when this was changed ? Was it included in Patch Notes ? Posted in a Dev Blog ?

Ugh



DMC

'The Plan' | California Eve Players | Proposal - The Endless Battle
Black Pedro
Mine.
#5 - 2015-09-14 10:25:45 UTC
DeMichael Crimson wrote:

By the way, does anyone know when this was changed ? Was it included in Patch Notes ? Posted in a Dev Blog ?

Ugh


https://community.eveonline.com/news/dev-blogs/introducing-the-new-customer-support-help-center/

The 8 Golden Rules of Eve

Why Do They Gank?
Val'Dore
PlanetCorp InterStellar
#6 - 2015-09-14 10:49:28 UTC
It took a week and a half for CCP to take back the 28 PLEX they accidentally gave me, that they wouldn't have even known about if I hadn't said something.

Star Jump Drive A new way to traverse the galaxy.

I invented Tiericide
Trajan Unknown
State War Academy
Caldari State
#7 - 2015-09-14 10:50:06 UTC
My last support ticket got answered and solved within 3 hours I think. I was pretty surprised how fast it worked out. But since it was just some easy to solve ingame thingy there was no need for much resources.
Sgt Ocker
What Corp is it
#8 - 2015-09-14 11:15:43 UTC
Tiberius Heth wrote:
Sgt Ocker wrote:
Eleven days and - "Thank you for contacting EVE Online Customer Support. Your ticket (XXXXXX) has been received and is being reviewed by our support staff" is it.


Is Eve really in such a bad place it takes 11+ days to answer a support request? (time to stop and get things in order)
Is it simply the person employed to offer support can't do their job? ( hire someone to help him)

Or
This new support system is working as intended - Take long enough to answer support requests and people give up.


I seem to remember another game that took forever to answer support requests - Don't play it much anymore either.


It all depends on what the issue is, how complete your wording is and how much of a mess it is.


Ship reimbursements, account hack/abuse and those kinds of things are probably going to take weeks.

So a simple "we are still working on your support request" or "we are extremely busy right now, we will respond to your request for support as soon as we are able" would be too much to expect.
Because it may be a complex issue you just hear nothing? And are left to hope your ticket hasn't been lost, overlooked, put in the too hard basket.

An automated response then nothing is not customer support.

My opinions are mine.

  If you don't like them or disagree with me that's OK.- - - - - - Just don't bother Hating - I don't care

It really is getting harder and harder to justify $23 a month for each sub.
Yourmoney Mywallet
Doomheim
#9 - 2015-09-14 11:53:51 UTC
If you think waiting for two weeks without so much as a peep is bad, wait until you get the automated "Your ticket has expired and will be closed. Please rate our performance!" notification.
xxxTRUSTxxx
Galactic Rangers
#10 - 2015-09-14 11:55:55 UTC
Sgt Ocker wrote:
Eleven days and - "Thank you for contacting EVE Online Customer Support. Your ticket (XXXXXX) has been received and is being reviewed by our support staff" is it.


Is Eve really in such a bad place it takes 11+ days to answer a support request? (time to stop and get things in order)
Is it simply the person employed to offer support can't do their job? ( hire someone to help him)

Or
This new support system is working as intended - Take long enough to answer support requests and people give up.


I seem to remember another game that took forever to answer support requests - Don't play it much anymore either.


here we go again with the threats of leaving if CCP don't jump through a hoop for you when you say.

you logged a ticket now fecking wait.

how come you never start a thread about something positive?


Ima GoodGirl
Aria Shi's Wasted ISK
#11 - 2015-09-14 11:57:57 UTC
Do you ever not whinge OP?
Sgt Ocker
What Corp is it
#12 - 2015-09-14 12:08:22 UTC
xxxTRUSTxxx wrote:
Sgt Ocker wrote:
Eleven days and - "Thank you for contacting EVE Online Customer Support. Your ticket (XXXXXX) has been received and is being reviewed by our support staff" is it.


Is Eve really in such a bad place it takes 11+ days to answer a support request? (time to stop and get things in order)
Is it simply the person employed to offer support can't do their job? ( hire someone to help him)

Or
This new support system is working as intended - Take long enough to answer support requests and people give up.


I seem to remember another game that took forever to answer support requests - Don't play it much anymore either.


here we go again with the threats of leaving if CCP don't jump through a hoop for you when you say.

you logged a ticket now fecking wait.

how come you never start a thread about something positive?



More like the guy who "thinks' he knows another's intentions..
Where did I say anything about leaving? Al I have done is post about a problem with what now passes for customer support.
Think, maybe CCP aren't aware their customers are being ignored - Happens when you 3rd party services.

*I might start a positive thread, if there was anything positive to post about.


My opinions are mine.

  If you don't like them or disagree with me that's OK.- - - - - - Just don't bother Hating - I don't care

It really is getting harder and harder to justify $23 a month for each sub.
Sgt Ocker
What Corp is it
#13 - 2015-09-14 12:13:32 UTC
Ima GoodGirl wrote:
Do you ever not whinge OP?

Actually, I don't complain when things work as intended..
When I pay money for a product, expecting it to work is not too much to ask.



My opinions are mine.

  If you don't like them or disagree with me that's OK.- - - - - - Just don't bother Hating - I don't care

It really is getting harder and harder to justify $23 a month for each sub.
Dradis Aulmais
Center for Advanced Studies
Gallente Federation
#14 - 2015-09-14 14:47:31 UTC
God not this thread again.

In before the lock

Dradis Aulmais, Federal Attorney Number 54896

Free The Scope Three
Ekaterina 'Ghetto' Thurn
Department 10
#15 - 2015-09-14 16:06:29 UTC
Val'Dore wrote:
It took a week and a half for CCP to take back the 28 PLEX they accidentally gave me, that they wouldn't have even known about if I hadn't said something.


Did CCP give you some kind of small reward for being so honest ?

" They're gonna feel pretty stupid when they find out. " Rick. " Find out what ? " Abraham. " They're screwing with the wrong people. " Rick. Season four.   ' The Walking Dead. ' .
Tiberius Heth
Doomheim
#16 - 2015-09-14 16:10:10 UTC
Sgt Ocker wrote:
So a simple "we are still working on your support request" or "we are extremely busy right now, we will respond to your request for support as soon as we are able" would be too much to expect.
Because it may be a complex issue you just hear nothing? And are left to hope your ticket hasn't been lost, overlooked, put in the too hard basket.

An automated response then nothing is not customer support.



You submitted it so it's in the pipeline, no point in going back and forth with "yup, we really received it, we'll be with your shortly" because that doesn't give you any sort of factual info that's actually useful or somehow shortens the waiting time. EVE doesn't really do polish or PC stuff, HTFU and all that.
OnklP
Doomheim
#17 - 2015-09-14 16:21:09 UTC
I went now to submit a ticket, and it just seem to doesnt work. Heh.
Aralyn Cormallen
Deep Core Mining Inc.
Caldari State
#18 - 2015-09-14 16:56:13 UTC
Tiberius Heth wrote:

You submitted it so it's in the pipeline, no point in going back and forth with "yup, we really received it, we'll be with your shortly" because that doesn't give you any sort of factual info that's actually useful or somehow shortens the waiting time. EVE doesn't really do polish or PC stuff, HTFU and all that.

And would actually lengthen the wait time, since the someone going through the backlog sending "don't worry, we know you are still here" notifications is not dealing with support tickets.
DaReaper
Net 7
Cannon.Fodder
#19 - 2015-09-14 17:36:11 UTC
Your ticket entered a logging system. They recive hundreds, if not thousands of tickets a day. CCP's support staff is most likely not that big (they have around 500 or so employees, i'm guessing 20 of which are gms, and 10 would be dust only gm's.) You can only go through a ticket so fast. you also don;t look at the entire que because whats the point? you get a ticket, you close it, then move on to the next one.

Just wait. It took me a month to get a ship back once, but i did not care, as i had the isk to replace it and figured it would not be refunded anyway.

I have had tickets take 1 hour, all the way up to a month.

And the 10 gm's are split between task. a 'stuck' petition is prolly worked faster as its easier to do then say a reimbursement which i'm sure had hundreds in its its que and you have to dig through the log files, which even if you know EXACTLY what you are looking for, is not easy.

Stop whining, and just wait. If whatever it was was game breaking and its taking this long then you most likely misfiled it,

And for god shakes don't 'bump' it, cause all that does is reset the timer and put you to the BACK of the queue. Just leave it alone.

Reported for ranting

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
ISD Gallifreyan
ISD Community Communications Liaisons
ISD Alliance
#20 - 2015-09-14 20:06:16 UTC  |  Edited by: ISD Gallifreyan
I'm gonna go ahead and lock this thread as it is a repeated topic that does come up again and again.

Support tickets are all responded to in order.
Different Categories are resolved in different time frames depending on how much work is required and the nature of the issue.

Complaining on these forums does not assist your issue in getting a result since they are in no way connected.
Quote:
3. Ranting is prohibited.

A rant is a post that is often filled with angry and counterproductive comments. A free exchange of ideas is essential to building a strong sense of community and is helpful in development of the game and community. Rants are disruptive, and incite flaming and trolling. Please post your thoughts in a concise and clear manner while avoiding going off on rambling tangents.
...
17. Redundant and re-posted threads will be locked.

As a courtesy to other forum users, please search to see if there is a thread already open on the topic you wish to discuss. If so, please place your comments there instead. Multiple threads on the same subject clutter up the forums needlessly, causing good feedback and ideas to be lost. Please keep discussions regarding a topic to a single thread.
...
23. Post constructively.

Negative feedback can be very useful to further improve EVE Online provided that it is presented in a civil and factual manner. All users are encouraged to honestly express their feelings regarding EVE Online and how it can be improved. Posts that are non-constructive, insulting or in breach of the rules will be deleted regardless of how valid the ideas behind them may be. Users are also reminded that posting with a lack of content also constitutes non-constructive posting.
...
26. Re-opening locked topics is prohibited.

Recreating or re-opening a thread that has been closed by a moderator is prohibited. Threads that have been closed by a moderator have been closed for the benefit of the community. Re-opening a locked thread will result in its removal.

I am sorry you are having trouble, please be a bit more patient. You will get a response.

ISD Gallifreyan

Lt. Commander

Community Communication Liaisons (CCL)

Interstellar Services Department
12Next page