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Poor customer service. Petitions not responded to more than 10 days.

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CCP Guard
C C P
C C P Alliance
#41 - 2012-01-12 10:38:19 UTC
The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.

Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.





CCP Guard | EVE Community Developer | @CCP_Guard
The Snowman
Aliastra
Gallente Federation
#42 - 2012-01-12 11:23:31 UTC
seany1212 wrote:
The Snowman wrote:
You've already fixed the bug which has caused ALL my stuff to disapear.

But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.

in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed.


Not sure if serious... If you are then your either the unluckiest person in eve or it sounds like your account got hacked from all the isk you were buying/pathetic password/account sharing (delete applicable), check your finished contracts, maybe they'll show something, or as I said before, CCP just hates you Lol


No I wasnt hacked, At my home station I have several station containers with pretty much all my valuables in, everything I posess! I did some repackaging and moving which has caused everything I poses (not including ships) to disapear into this 'black hole'

hundreds of modules, gone, tons of Planetary Interaction commodities.. blue prints... the lot

Needless to say the last 7 days have been my most depressing time in eve ever, I'm unable to play.. dont have the motivation to play and my livelihood gone.

Simply saying "I'm sorry for the delay" doesn't come anywhere near a satisfactory response.
RubyPorto
RubysRhymes
#43 - 2012-01-12 11:41:19 UTC  |  Edited by: RubyPorto
Morganta wrote:
ariana ailith wrote:
It appears that you need more GM's.

I'm looking for a job... Yes i'm very serious.


you want entry level work at a company that just fired 20% of their staff due to economic concerns?

That does not seem particularly smart


Don't forget, they pay you in Icelandic Kroner as an added benefit.

http://en.wikipedia.org/wiki/2008%E2%80%932011_Icelandic_financial_crisis

"It's easy to speak for the silent majority. They rarely object to what you put into their mouths." -Abrazzar "the risk of having your day ruined by other people is the cornerstone with which EVE was built" -CCP Solomon
Othran
Route One
#44 - 2012-01-12 11:47:35 UTC
RubyPorto wrote:
Don't forget, they pay you in Icelandic Kroner as an added benefit.

http://en.wikipedia.org/wiki/2008%E2%80%932011_Icelandic_financial_crisis


They pay foreign staff in Euros - or at least that's what they took a bank loan out to do anyway.

The state of Euroland though, might not be much difference Lol
Belidos Goveko
Caldari Provisions
Caldari State
#45 - 2012-01-12 12:29:27 UTC
Ai Shun wrote:
Belidos Goveko wrote:
Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that! Cool


Funcom. Age of Conan. Support. Those words do not belong together in a sentence.


Tell that to the 14 second response with 7 minute overall completion time i received P
Cyzlaki
Pandemic Horde Inc.
Pandemic Horde
#46 - 2012-01-12 12:30:11 UTC
CCP Guard wrote:
The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.

Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.






Do you know if this includes the store, do they take care of that too? I've been waiting over a week for a paypal payment to process with no reply from anyone about it
ITTigerClawIK
Galactic Rangers
#47 - 2012-01-12 12:32:50 UTC  |  Edited by: ITTigerClawIK
Belidos Goveko wrote:
ITTigerClawIK wrote:
Back in my day we used to get a response to our petitions in under an hour.




God i feel old after saying that. :(




Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that! Cool


age of conan does not constitue a REAL MMO
CCP Guard
C C P
C C P Alliance
#48 - 2012-01-12 13:15:11 UTC
Cyzlaki wrote:
CCP Guard wrote:
The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.

Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.






Do you know if this includes the store, do they take care of that too? I've been waiting over a week for a paypal payment to process with no reply from anyone about it


A segment of customer support handles requests related to the store while it's going through a transition period following the recent restructuring.

CCP Guard | EVE Community Developer | @CCP_Guard
Rhinanna
Brutor Tribe
Minmatar Republic
#49 - 2012-01-12 14:01:28 UTC
Belidos Goveko wrote:
ITTigerClawIK wrote:
Back in my day we used to get a response to our petitions in under an hour.




God i feel old after saying that. :(




Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that! Cool


It does help when you are the only person still playing ;)

-The sword is only as sharp as the one who wields it! Other names: Drenzul (WoT, WoW, Lineage 2, WarH, BloodBowl, BSG, SC2 and lots more) 
Rhinanna
Brutor Tribe
Minmatar Republic
#50 - 2012-01-12 14:03:59 UTC
The Snowman wrote:
You've already fixed the bug which has caused ALL my stuff to disapear.

But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.

in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed.


LOL, yeah a bug honest.

Sounds like your account got hacked here.

You might want to consider that they have to investigate cases of hacking, then trace the characters it went to, then return the stuff to you. Otherwise I'd just make alt accounts, 'hack' my main account, spread the money around to make it hard to trace then double my cash ;)

-The sword is only as sharp as the one who wields it! Other names: Drenzul (WoT, WoW, Lineage 2, WarH, BloodBowl, BSG, SC2 and lots more) 
Ranger 1
Ranger Corp
Vae. Victis.
#51 - 2012-01-12 15:03:48 UTC
Ai Shun wrote:
Ranger 1 wrote:
Jacob cirth wrote:
GM Spiral wrote:
Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind.


The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it.


I don't see an inappropriate joke being made in his statement. What part of his apology and explanation did you not get?

Common courtesy, can you spell it...


The comment about Support Overmind. But I think Jacob needs to lighten up or go back to Bella.


Hell, it's Iceland... they probably DO call it Support Overmind. Smile

Even if they don't, it's hardly inappropriate or dismissive of the issue.

Some people seem to think $15 a month means people need to kiss your ass. That kind of money should mean a person receives good service, but he's going to have to jump up to a whole 'nother level to get the "yes sir, no sir" level of service he apparently expects.

View the latest EVE Online developments and other game related news and gameplay by visiting Ranger 1 Presents: Virtual Realms.
Utremi Fasolasi
La Dolce Vita
#52 - 2012-01-12 19:42:08 UTC
Jacob cirth wrote:
GM Spiral wrote:
Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind.


The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it.


Is 50¢ a day really "premium" to you? (less, more like 40 cents and less if you pay quarterly or yearly.) It probably costs CCP more than that just for the time and overhead to *read* a single petition.

A person working for relatively low wages at $10 an hour, earns 50 cents in about 3-4 mins on the clock.

How much entitlement do you think 50 cents a day really buys you, as an individual, in the greater scheme of things? (Assuming you even pay money rather than PLEX your account, or have parents that pay for you, so it's someone else's 50 cents a day.)

For comparison that helps me keep perspective, my daily espresso + milk habit costs more than 20x a day what I pay for EVE. I expect a lot more from my coffee frankly for the much higher price I pay for it.

What is premium is the amount of enjoyment I get from EVE which is far multiplied over and beyond the mere 50 cents a day I invest in it.

So, yeah customer service is important and all, but is 50 cents day worth getting an embolism over?

Relax and remember it's supposed to be recreation and fun.. a privilege much of the world doesn't have while they try to avoid stepping on buried mines, running from warlords, getting battery acid tossed in their face for going to school, and worse.

I mean seriously.. #firstworldproblems much ...Oops
Jaffari Sin
#53 - 2012-01-12 20:19:08 UTC
Utremi Fasolasi wrote:
Jacob cirth wrote:
GM Spiral wrote:
Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind.


The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it.


Is 50¢ a day really "premium" to you? (less, more like 40 cents and less if you pay quarterly or yearly.) It probably costs CCP more than that just for the time and overhead to *read* a single petition.

A person working for relatively low wages at $10 an hour, earns 50 cents in about 3-4 mins on the clock.

How much entitlement do you think 50 cents a day really buys you, as an individual, in the greater scheme of things? (Assuming you even pay money rather than PLEX your account, or have parents that pay for you, so it's someone else's 50 cents a day.)

For comparison that helps me keep perspective, my daily espresso + milk habit costs more than 20x a day what I pay for EVE. I expect a lot more from my coffee frankly for the much higher price I pay for it.

What is premium is the amount of enjoyment I get from EVE which is far multiplied over and beyond the mere 50 cents a day I invest in it.

So, yeah customer service is important and all, but is 50 cents day worth getting an embolism over?

Relax and remember it's supposed to be recreation and fun.. a privilege much of the world doesn't have while they try to avoid stepping on buried mines, running from warlords, getting battery acid tossed in their face for going to school, and worse.

I mean seriously.. #firstworldproblems much ...Oops


Well stated +1
Velicitia
XS Tech
#54 - 2012-01-12 20:33:39 UTC
Jaffari Sin wrote:
Utremi Fasolasi wrote:
(stuff)


Well stated +1


Indeed. Are we still on the EVE-O forums?

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
Petrus Blackshell
Rifterlings
#55 - 2012-01-12 20:41:14 UTC
Velicitia wrote:
Jaffari Sin wrote:
Utremi Fasolasi wrote:
(stuff)


Well stated +1


Indeed. Are we still on the EVE-O forums?

Nope, you're now on the WoW forums.

Accidentally The Whole Frigate - For-newbies blog (currently on pause)
RubyPorto
RubysRhymes
#56 - 2012-01-13 00:16:47 UTC
Petrus Blackshell wrote:
Velicitia wrote:
Jaffari Sin wrote:
Utremi Fasolasi wrote:
(stuff)


Well stated +1


Indeed. Are we still on the EVE-O forums?

Nope, you're now on the WoW forums.


So I've been having this problem with Wiping on a... instance?


I'm not familiar enough with the terminology to successfully make jokes.

"It's easy to speak for the silent majority. They rarely object to what you put into their mouths." -Abrazzar "the risk of having your day ruined by other people is the cornerstone with which EVE was built" -CCP Solomon
X ATM092
The Hatchery
RAZOR Alliance
#57 - 2012-01-13 10:38:10 UTC
Rhinanna wrote:
The Snowman wrote:
You've already fixed the bug which has caused ALL my stuff to disapear.

But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.

in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed.


LOL, yeah a bug honest.

Sounds like your account got hacked here.

You might want to consider that they have to investigate cases of hacking, then trace the characters it went to, then return the stuff to you. Otherwise I'd just make alt accounts, 'hack' my main account, spread the money around to make it hard to trace then double my cash ;)

It's a recognised bug. There are multiple topics in the issues forum detailing it and how to replicate it. Basically as far as I understand it, whenever you assembled and repackaged a container it made a new unique container window. You could put items in a container which had already been repackaged so they existed in a container but the container you'd need to click on to open it and find them inside no longer exists. Instead in its place there is a new container which happens to be the old container. It swallowed about 10b of mine over a week ago and I've been struggling to trade since.
Vaerah Vahrokha
Vahrokh Consulting
#58 - 2012-01-13 10:53:41 UTC
Still waiting on my Jan 2 petition...

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Vaerah Vahrokha
Vahrokh Consulting
#59 - 2012-01-13 10:54:38 UTC  |  Edited by: Vaerah Vahrokha
Still waiting on my Jan 2 petition...

This is definitely the worst forum software I EVER had to deal with in 16 years of posting.

EvE Online portal | EvE markets tutorials
The Snowman
Aliastra
Gallente Federation
#60 - 2012-01-13 12:48:58 UTC
My concern is now that my petition wont be answered before my account subscription is over.

What happens then? Am I forced to re-subscribe just to get my stuff back?