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CCP customer service or complete lack of!!!!

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nintwo
Caldari Provisions
Caldari State
#1 - 2016-06-22 02:11:55 UTC
I have no idea if this thread is appropriate for this area or not, don't even really care. I just want everyone who doesn't already know. that While eve is for the most part an entertaining game. the customer service is pretty much non existent. I filed a ticket, regarding an account that was possibly hacked. It has now been 14 days and not even a response.

So to all you new players out there enjoy the sand box, while at least for the time being it is still entertaining but I hope you never have to have file a support ticket with them because as far as customer service they are at least from my experience pretty much don't have any.

Just a thought for all you new players out there AVOID submitting tickets
Elizabeth Norn
Nornir Research
Nornir Empire
#2 - 2016-06-22 02:44:00 UTC
They've been very backed up for a while, but I think advising people to not submit support tickets at all is a bad idea. However, people definitely should try to make sure their problems aren't solvable on their own before contacting customer support in order to ease their workload.

What do you mean by possibly hacked? It's usually pretty obvious when it happens.

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Roenok Baalnorn
Baalnorn Heavy Industries
#3 - 2016-06-22 04:01:33 UTC
INB4LOCK! This literally comes up every 2-3 days.

They are quite backed up atm. Customer service in eve is normally stellar. Im thinking its time to hire more peeps CCP.


You just have to be patient. Also make sure you filed the ticket properly. Misfiling will cause it take a long time.
Karina Ivanovich
Republic Military School
Minmatar Republic
#4 - 2016-06-22 06:41:00 UTC
I have had problems a few times, all have been delta with by customer support. The important thing to keep in mind is that this is a game. Have some fun! Like others have said, they are a bit backed up right now. But, posting in the forums that the best way to fix this problem is for people not to report problems seems silly to me. A little patience goes a long way, and I'm sure that CCP is doing the best they can to resolve issue quickly.

Some call me insane. If the universe is sane, then I embrace that label.
Donnachadh
United Allegiance of Undesirables
#5 - 2016-06-22 13:47:43 UTC
CCP is backed up at the moment, have patience.
These things take time for CCP to sort them out.
And the list goes on.

All of this is fine IF we were not discussing the potential for a hacked account.
There are real world financial concerns not to mention the possibility of identity theft that can result from a hacked account and for CCP to allow this specific type of request to go 14 days without even contacting the OP is to be honest inexcusable. Account security and concerns about a hacked account should always be moved to the top of the priorities list.

The opposite side of this is that the players need to be sure they communicate all available information to CCP when they file the ticket.
Memphis Baas
#6 - 2016-06-22 13:57:49 UTC
I've had to interact with CSR's from other MMO's, and EVE is actually better than most.

In SWTOR, for example, you get an instant reply to your ticket from an automated mailing system, telling you that they received it and please be patient. Then they categorize your issue as a bug, and close the ticket. OR, they don't respond to it for 7 days and an automated system closes the ticket, asking you to re-open if it's still an issue.

So they make sure to "interact" with you to prove to you that they're "interacting" and you're not being ignored, but otherwise the issue you have is not being resolved.


EVE, on the other hand, you can wait an average of 2 weeks (some issues take 2-3 days, others take 3+ weeks), but you get actual CCP people actually looking at your issue and at the server logs, and making an informed decision that usually fixes your issue, actually fixes it (reimbursements, rollback, whatever is required) without giving you the run-around.

You just need patience to let them look at the logs and fix it.
ISD Chanisa Nemes
ISD Community Communications Liaisons
ISD Alliance
#7 - 2016-06-22 16:10:53 UTC
Quote:

Forum rules

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.




While CCP Customer service might be delayed during particularly busy times, it is still the best method for getting in touch with CCP and/or resolving issues. I would still encourage everyone who encounters problems in game to continue to submit support tickets.

ISD Chanisa Nemes

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department