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Lack of respect for customers.

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Alia Gon'die
Outer Ring Applied Logistics
#21 - 2012-06-01 12:49:42 UTC  |  Edited by: Alia Gon'die
I like the assumption that the GM is getting some kind of a fat salary, when it's probably just enough to live on.
Edit: And is an hourly wage, not a salary. If it is a salary, then they get royally shafted when they have to do overtime because of YOUR stupid petition.

Self-appointed forums hallway monitor Ask me about La Maison and what it means for you! http://bit.ly/LTW5gW These wardec rules are not in place for our protection. They're in place for yours.
Nirnias Stirrum
UberWTFBBQ and Battle Technologies
#22 - 2012-06-01 12:53:34 UTC
If i ever had a customer speak to me the way your petition sounded he wouldnt get the help he wanted either.

In order to be given respect you have to be respectful ya bloody fool.
Cutter Isaacson
DEDSEC SAN FRANCISCO
#23 - 2012-06-01 12:54:57 UTC
Just to actually add something constructive to this thread, I posted a petition to CCP under the Gameplay section. There had been an error somewhere whilst my corpmate and I were trying to transfer the CEO position in our little two person Corp and somehow we both got kicked and the Corp was closed. It went pop taking all my friends stuff with it.

Within 5 days I got an apologetic reply from a very nice GM, who has promised to do their best to try and rectify at least some of the problems as best he/she can. I believe I was polite and succinct in my petition, and was polite again when replying to said GM, and this is why I am getting things sorted out.

Decency costs nothing, and manners as they say, maketh the man. I may troll on here, and I may troll in game, but when it comes to dealing with the people in charge of my entertainment I find that a good attitude serves me much better than my forum/in game persona.

The OP may want to consider following that example.

"The truth is usually just an excuse for a lack of imagination." Elim Garak.
Minmatar Citizen160812
The LGBT Last Supper
#24 - 2012-06-01 13:01:24 UTC
I'm interested to know what the "bug" was that caused you to loose your stuff. Stop bothering people trying to work with half assed lies and you won't get the "go away looser" form letter? What were they supposed to do compose a personalized apology that you were wronged but not in a way they can help with?
Dheeradj Nurgle
Hoover Inc.
Snuffed Out
#25 - 2012-06-01 13:04:50 UTC
The few tickets I Submitted where alwaya answered within 4 hours. the longest took 2 day's because they had to confirm a bank transfer. Be polite, and you'll get far...
gmjab
Orium Mining and Exploration
#26 - 2012-06-01 13:06:29 UTC  |  Edited by: gmjab
I have only posted 1 petition ever and like Cutter Isaacson it took around 4-5 days for a response and I was very pleased with the reply I received.

If you quietly wait they will get to you. Just give them some time to get through the loads of other emails other players are sending.

As others have pointed out, there is no need to be abusive about waiting or receiving a generic reply. Most businesses have automated or template reply systems. This is so they can get through the mails faster... which I'm sure you want.

You must also understand that there are probably people trying to get free stuff by complaining about things that never actually happened. This is why they need to investigate every petition about bugs or the like.
Marcus Harikari
#27 - 2012-06-01 13:10:09 UTC
Everybody should get all their ships/isk back and then some for the trouble you went through, you poor thing! Losing things, having things stolen or break are all awful things that happen in real life, why should they ever have to happen in a fantasy online world? THEY SHOULDNT!
Ishihiro tanaka
Viziam
Amarr Empire
#28 - 2012-06-01 13:10:46 UTC
If you view it from the point that at least you did get an answer in the first place, it's not so bad is it? Better to have received something, then to be left in the dark with no way of knowing what is happening with your petition.

Proud recruiter for the Goonswarm Federation. We have space for rent, contact me ingame! Supers for sale via the trusted third-party service of TheMittani. Dozens of satisfied customers bought or sold their super, join their ranks. Convo me!
Mallak Azaria
Caldari Provisions
Caldari State
#29 - 2012-06-01 13:55:57 UTC  |  Edited by: Mallak Azaria
Gul'gotha Derv'ash wrote:
since I was dumbfounded by how absolutely stupid the current system works


I just wanted to explain this part for you.

It was changed awhile back because people in certain types of ships could just log out of the game to avoid being killed. Now, as long as another player performs an aggressive action against you, the 15 minute logout timer will reset until they stop... Or until you die.

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Bunnie Hop
Bunny Knights
#30 - 2012-06-01 14:01:04 UTC
I had occassion to interact with a GM this week (I was being naughty Oops ) and must say the GM was very pleasant and professional and left me with the feeling that I as a customer do matter. From my own experiences I am very happy with CCP's employees and take back any previous brain dead bashing I may have done towards them. Thats not to say I agree with everything going on in the game, but CCP as a whole is made up of very nice people.
THE L0CK
Denying You Access
#31 - 2012-06-01 14:14:49 UTC
Now I'm waiting for the comments of the business management impaired to tell us that ccp should just hire more people to take care of petitions. They're like clockwork in these threads.

Do you smell what the Lock's cooking?
FloppieTheBanjoClown
Arcana Imperii Ltd.
#32 - 2012-06-01 14:21:10 UTC
I want the OP to come back and defend his position.

I've petitioned for three reimbursements. I got one. I was satisfied with the response on every one. As for response TIMES, I understand they're flooded with stupid stuff and that so long as idiots play Eve, petitions will take a while.

Founding member of the Belligerent Undesirables movement.
bongsmoke
Visine Red
420 Chronicles of EvE
#33 - 2012-06-01 14:28:41 UTC
Cpt Lox wrote:
And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ??? Straight so let me put my answer, u all are rather familiar with situation:

"lolol that is ******* bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even read this and automatically put answer 'no' to every single petition u recived. I am paying real money for this game so i want to be treated with a CUSTOMER RESPECT - not like : copy - paste, next! which means at least u should read that petition, and give answer related to the problem. And i really dont give a **** about your server, if i say there is a bug (why i lost ship), and i ask on help channel and few other people says: there is a bug, that means THERE IS A BUG, so dont give me a bullshit: we didnt find a problem because u didnt even look for it!! (copy - paste, next! rule) Prove me wrong!!! Its not about the isks as the lost ship was worth like 15mil, its about RESPECT that person, at front of monitor, a person who pays for game (which means giving you your ******* salary) should get. "



I feel for ya, and read the GM response.

You should see the smartass email I got from a GM back in 2006 over payment method. He/she was the reason I quit for a year. But since discussion of this sort causes thread lock, I'll end it here.

I expect recently introduction of inferno has really just overloaded the office at CCP. Copy and paste is ok for generic responses, and taking time is understandable. It's the end result and how the customer is treated in the end that counts IMHO
Doc Severide
Doomheim
#34 - 2012-06-01 14:30:42 UTC
For me, over the years I have put in 7 or 8 petitions. The help I have gotten has always been very good. I have no complaints at all...
Asuri Kinnes
Perkone
Caldari State
#35 - 2012-06-01 14:32:17 UTC
Cpt Lox wrote:
And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one. But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ??? Straight so let me put my answer, u all are rather familiar with situation:

The GM's response was far politer than you deserve. The rate of review of petitions is dependent on the number of petitions received per day, added to the number of petitions that need special treatment divided amongst the staff available to handle the traffic.
Cpt Lox wrote:
"lolol that is ******* bullshit ! u put exactly same answer to every single reinbursment petition, which means u dont even read this and automatically put answer 'no' to every single petition u recived.

A) I've gotten a ship back after a disconnect petition - so your conclusion is incorrect, they don't use the *exact same answer* every time.
B) You have to wait two weeks because they're busy, and a lost ship petition isn't the same as a banning...
Cpt Lox wrote:
I am paying real money for this game so i want to be treated with a CUSTOMER RESPECT - not like : copy - paste, next! which means at least u should read that petition, and give answer related to the problem.

When a copy/paste answer is the correct answer, that's what you're going to get. There was no disrespect of you, they just didn't treat you like some precious little snowflake. On top of that, your "real money" is no more important than the "real money" over everyone else who's waiting on a petition...
Cpt Lox wrote:
And i really dont give a **** about your server, if i say there is a bug (why i lost ship), and i ask on help channel and few other people says: there is a bug, that means THERE IS A BUG, so dont give me a bullshit: we didnt find a problem because u didnt even look for it!! (copy - paste, next! rule)

Your whole tone and attitude scream out "I"M A SPECIAL SNOWFLAKE"!! Well, your not. Pretty much no answer would have satisfied you unless they agreed with you 100% and bowed down and kissed your little turd-cutter... Just because you and 10 (or a hundred, or a thousand people) *say* there is a bug, that does *not* mean that their actually *IS* a bug. So you got the answer you got, and with your "entitlement" issues, you came to the forums and sperged ... Well good for you...
Cpt Lox wrote:
Prove me wrong!!! Its not about the isks as the lost ship was worth like 15mil, its about RESPECT that person, at front of monitor, a person who pays for game (which means giving you your ******* salary) should get. "


You've proven yourself wrong, your 15 bucks/month is no more important than anyone else's 15 bucks and you have not been disrespected.

The only thing that has been offended here is your sense of entitlement. Which, tbqh, deserves it.

Have a bad day.

Bob is the god of Wormholes.

That's all you need to know.
bongsmoke
Visine Red
420 Chronicles of EvE
#36 - 2012-06-01 14:38:09 UTC
Doc Severide wrote:
For me, over the years I have put in 7 or 8 petitions. The help I have gotten has always been very good. I have no complaints at all...



Past 2 or 3 years, I agree CCP has improved in customer service. Almost the same number of petitions, and very satisfied today with the level of service and, perhaps most importantly, their professionalism.
Mai Khumm
172.0.0.1
#37 - 2012-06-01 14:45:50 UTC
I feel very sorry for customer service reps for a**holes like yourself OP...

I've never had a "copy/paste" reply to any petition I filed with CCP, and every reply I always get is speedy and professional. It's just customers like you who only hear (in this case read) what they want, and if they don't see that........well we get a post like this!

Send a petition, be polite and explain your problem in as much detail as you can. Always thank them no matter what the outcome is. If you can, crack a joke or 2 about it...
Lyron-Baktos
The Scope
Gallente Federation
#38 - 2012-06-01 14:53:57 UTC
If I had gotten OP's petition and it was like that, this is how I would have responded:

"Our logs show nothing"
Mallak Azaria
Caldari Provisions
Caldari State
#39 - 2012-06-01 14:55:49 UTC
bongsmoke wrote:
Doc Severide wrote:
For me, over the years I have put in 7 or 8 petitions. The help I have gotten has always been very good. I have no complaints at all...



Past 2 or 3 years, I agree CCP has improved in customer service. Almost the same number of petitions, and very satisfied today with the level of service and, perhaps most importantly, their professionalism.


I agree with this also, but I've only had 2 petitions in that ammount of time. Before that it was mostly petitions about CCP taking my money each month, then getting the email that said they couldn't charge my credit card. Try dealing with that every month OP. Thankfully, those days are long gone.

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Lucy Ferrr
Sebiestor Tribe
Minmatar Republic
#40 - 2012-06-01 15:22:39 UTC
I have nothing but great things to say about the GMs. They have been nothing but respectful and helpful to me. My last petition took a bit longer than normal but I know it is because they are working on many petitions at the moment. I did something really stupid yet the GMs helped me and made me feel less dumb. Not only did they help me with my problem, but the GM was friendly and respectful. If there was an option to tip via paypal I would of, 9/10 customer service (only thing preventing it from being 10/10 was the wait time, which I understand)

You know OP if you didn't resort to being nasty and shouting profanities maybe people would be more willing to help you. Lucky for you I am not a GM, because I am sure I would read your curse filled rant and moved your petition to the back of the line. You catch more flies with honey than vinegar. Respect is a two way street, when you file a petition like a whinny little **** instead of being professional they owe you no respect.

If you had a disagreement with your boss would you send him an e-mail saying "rawr rawr this is bullshit, blah blah, curse curse profanity"?