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Customer support sucks

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Too-Boku
Doomheim
#21 - 2012-09-01 15:14:52 UTC
I am most certainly the most important customer and my stuff should be handled before anyone else's.
Solstice Project
Sebiestor Tribe
Minmatar Republic
#22 - 2012-09-01 15:15:42 UTC
TriadSte wrote:
Is that the best you got? I was at least hoping for a somewhat wittier retort than that effort.

I give you 1 thumb down and a fart.

There's no need to. I'm not trolling you, because you're doing that yourself.

It's just a fact that you don't need to stay, right next to the fact that you behave like a spoiled princess.
Sturmwolke
#23 - 2012-09-01 15:22:28 UTC
CCP Guard wrote:
There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation:

More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871


Epic dev fail Lol
TriadSte
The Scope
Gallente Federation
#24 - 2012-09-01 15:23:43 UTC
Solstice Project wrote:
TriadSte wrote:
Is that the best you got? I was at least hoping for a somewhat wittier retort than that effort.

I give you 1 thumb down and a fart.

There's no need to. I'm not trolling you, because you're doing that yourself.

It's just a fact that you don't need to stay, right next to the fact that you behave like a spoiled princess.



I don't know actually where your from but your opinion on customer service may differ from mine.

Here's my take on it.

No matter which business your in, if you do not reply to a customer within 2 business days don't expect to get/keep that custom unless you are signed into some form of time contract.

This does not really count because Eve is designed to be addictive, I am not leaving over what I personally deem bad customer service by both the petition times and even worse CCP Guards reply. This is because I know it will be put right eventually.

You do not treat customer like faeces on your shoe, which Is what I think DEVs and GMs trolling is the equivalent of. I certainly feel trolled by CCP Guard for no good reason. Without the paying public this game and all the people who earn a living from this game would not be earning a living and those who got rich from this game would not be rich.

Hench - bad customer service is VERY bad for business.
Dyvim Slorm
Coven of the Morrigan
#25 - 2012-09-01 15:25:56 UTC
Destination SkillQueue wrote:


Depends on the petition type and luck I guess. Every petition I've made(no stuck petitions) over the years has been seen by CS within a day and I've gotten a reply within 48h, mostly within 24h. In my experience they've been fast, helpful and polite every time. I'm guessing with a sensible size CS team you'll always get a mixed bag of results, that also varies by "season", but the clear majory of CS experiences need to reflect my CS history instead of the one in your example.


I've only ever had three petitions over the years I've been playing, so I can only speak as I find, but I wouldn't dispute your point as the other two were dealt with promptly though that was a long time ago. Nevertheless Eve is a commercial product so I would expect responses in the 24 - 48 hour region.
CCP Guard
C C P
C C P Alliance
#26 - 2012-09-01 15:28:10 UTC
TriadSte wrote:
CCP Guard wrote:
There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation:

More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871


This simply shows absolute lack of customer service and down right utter lack of professionalism. You did not even read what this topic was actually about yet you posted anyway CCP Guard. Id be ashamed....

Was did Hilmar say a while ago about excellence? getting to the roots and getting it right? Definitely something about.....excellence though I think.

What a great show of how excellence here from the DEV, getting it wrong like only CCP can.




I'm sorry I didn't read carefully enough, I thought your account had simply run out of time. If it's any consolation I'm at home on my day off and when I saw your thread I only wanted to quickly toss some helpful advice your way.

Billing petitions are placed in a priority category because they're often from people unable to play, but they inevitably involve a little waiting still since they're handled in the order we receive them.

You should get a reply from the billing GMs soon.

CCP Guard | EVE Community Developer | @CCP_Guard
Brooks Puuntai
Solar Nexus.
#27 - 2012-09-01 15:28:53 UTC  |  Edited by: Brooks Puuntai
TriadSte wrote:


No matter which business your in, if you do not reply to a customer within 2 business days don't expect to get/keep that custom unless you are signed into some form of time contract.

This does not really count because Eve is designed to be addictive,



TriadSte wrote:


All I want is 5 minutes to log in accept the contract and bang my game time on. Its Saturday I would like to get online and play some Eve.

Its been 24 hours now and I think for a billing issue that's on the border of unacceptable.

It would take someone literally a few seconds to help me out but no..


Just saying. CCP is designed to be a business, if your addicted that's your outlook.

So you messed up and you expect CCP to drop everything and reply to you in minutes after you made a petition. A petition none the less to allow you free time that you where already given so you can activate a plex that you didn't even really pay for. Ok.

CCP's Motto: If it isn't broken, break it. If it is broken, ignore it. Improving NPE / Dynamic New Eden
Paul Oliver
Doomheim
#28 - 2012-09-01 15:30:46 UTC
No complaints about customer service here, my petition was handled within 24 hours and the later (unrelated) warning (won't go into details so not as to violate rule number ten) they sent me even included a nice background for use as a desktop wallpaper (it's those little things that matter most to me). Big smile
Its good to be [Gallente](http://dl.eve-files.com/media/1209/QEQlJ.jpg).
Brooks Puuntai
Solar Nexus.
#29 - 2012-09-01 15:34:11 UTC
It also appears that CCP Guard needs a hobby for when hes not at work.

CCP's Motto: If it isn't broken, break it. If it is broken, ignore it. Improving NPE / Dynamic New Eden
Sturmwolke
#30 - 2012-09-01 15:39:14 UTC
No need to apologize too much though, you're both now even with epic fails.
TriadSte
The Scope
Gallente Federation
#31 - 2012-09-01 15:39:38 UTC
Brooks Puuntai wrote:
So you messed up and you expect CCP to drop everything and reply to you in minutes after you made a petition. A petition none the less to allow you free time that you where already given so you can activate a plex that you didn't even really pay for. Ok.


Yes I messed up.

I do not expect CCP to drop everything and reply within minutes, but 48 hours....I think it's acceptable to want a response.

I really did pay for that plex, In fact I paid for 2 of them with ISK.

CCP Guard - no worries, I do appreciate you trying to help out. I just think It's the small things like not reading posts properly leading to incorrect advice being given that could be brushed up on from CCP as a whole.

Thank you for responding anyway :)
James Amril-Kesh
Viziam
Amarr Empire
#32 - 2012-09-01 15:45:40 UTC
Brooks Puuntai wrote:
It also appears that CCP Guard needs a hobby for when hes not at work.

Weightlifting.

Enjoying the rain today? ;)
Matthew97
#33 - 2012-09-01 15:48:53 UTC
TriadSte wrote:


Yes I messed up.

I do not expect CCP to drop everything and reply within minutes, but 48 hours....I think it's acceptable to want a response.

I really did pay for that plex, In fact I paid for 2 of them with ISK.

CCP Guard - no worries, I do appreciate you trying to help out. I just think It's the small things like not reading posts properly leading to incorrect advice being given that could be brushed up on from CCP as a whole.

Thank you for responding anyway :)



I think any reply given within a 5 day waiting time-frame is considered "good" by the GM team, I've had to wait 1 week for a petition to be answer, and even then they didn't even read it and I had to send ANOTHER message to them as they closed it and wait another 2 days for a real reply.
TriadSte
The Scope
Gallente Federation
#34 - 2012-09-01 15:52:59 UTC
I think about it this way lets say you got a 5 man team and they sort petitions out...

Those guys work 8 hours a day..that's daily work hours of 40 and obviously 200 hours per working week.

I personally feel waiting 5 days is beyond ludicrous for a simple response to a petition.
Jonah Gravenstein
Machiavellian Space Bastards
#35 - 2012-09-01 16:05:52 UTC
Brooks Puuntai wrote:
It also appears that CCP Guard needs a hobby for when hes not at work.


He obviously spends his free time trolling MMO forums, he just forgot that he actually works for this one.

In the beginning there was nothing, which exploded.

New Player FAQ

Feyd's Survival Pack
Brooks Puuntai
Solar Nexus.
#36 - 2012-09-01 16:10:01 UTC
TriadSte wrote:
I think about it this way lets say you got a 5 man team and they sort petitions out...

Those guys work 8 hours a day..that's daily work hours of 40 and obviously 200 hours per working week.

I personally feel waiting 5 days is beyond ludicrous for a simple response to a petition.



It depends on how many petitions they get. It shouldn't be a shocking that you aren't the only petition they receive. You are 1 of probably 1000s they get.

CCP's Motto: If it isn't broken, break it. If it is broken, ignore it. Improving NPE / Dynamic New Eden
GM Homonoia
Game Master Retirement Home
#37 - 2012-09-01 16:16:27 UTC  |  Edited by: GM Homonoia
I just moved your petition to the correct category, which should shave off some time (I still cannot resolve it as that would mean allowing you to jump the queue, which would be unfair to the rest of those waiting for help).

On the whole, billing issues are usually taken care of a lot quicker then most other issues, however they still take up some time. At the moment our queue is in a reasonably healthy condition (the total number of petitions waiting for a GM reply at the moment is 1110; our red line threshold is 1500) and we are slowly getting it down further, especially considering we have been beating down on a queue that had risen to around 6000 - 8000 during the height of summer.

In this particular case timing was simply very unfortunate. People are just starting to return from their vacations (we always have minimal staff over summer as that is the period that everyone in Iceland has their summer leave) and staffing over the weekend is always lower as well. Traditionally any petitions filed on a Friday have the slowest turnaround as queue size starts rising from Friday through the weekend. While we are almost at the petition turnover rate we want to be at we are not yet there and the traditional Friday petition may still suffer from some delay, despite good queue health.

Currently there are 117 petitions awaiting an answer in our Billing queue (compared to 666 in Game Play and 45 in Technical), the rest is spread across a whole bunch of specialized queues. Most petitions should be attended to relatively quickly (except escalated cases, which almost always require a lot of work and time to investigate, and certain cases involving botting and similar offenses).

Edit: To put that into perspective, creation rates are around 875 - 1000 petitions per day at the moment (that usually rises to around 1500 after an expansion or big patch after 3 or 4 days with rates between 1500-3000 per day).

Senior GM Homonoia | Info Group | Senior Game Master
TriadSte
The Scope
Gallente Federation
#38 - 2012-09-01 16:17:34 UTC
Brooks Puuntai wrote:
It depends on how many petitions they get. It shouldn't be a shocking that you aren't the only petition they receive. You are 1 of probably 1000s they get.


Totally agreed !! +1

However before I began working for myself I worked in a call center [rock on] for customer services on rental cars. Now we had in the region of 2500 incoming emails. 5 people worked on those emails and in a weekend we cleared them all.

After that weekend the very most that were allowed to stay there as a form of backlog was 200.

This is why I cannot conceive the petition times here.
GM Homonoia
Game Master Retirement Home
#39 - 2012-09-01 16:23:20 UTC  |  Edited by: GM Homonoia
TriadSte wrote:
Brooks Puuntai wrote:
It depends on how many petitions they get. It shouldn't be a shocking that you aren't the only petition they receive. You are 1 of probably 1000s they get.


Totally agreed !! +1

However before I began working for myself I worked in a call center [rock on] for customer services on rental cars. Now we had in the region of 2500 incoming emails. 5 people worked on those emails and in a weekend we cleared them all.

After that weekend the very most that were allowed to stay there as a form of backlog was 200.

This is why I cannot conceive the petition times here.


That is almost 32 cases per person per hour. On average a GM for EVE can handle between 7-10 replies per hour and on average it takes 1.5 replies per petition to close it. Seniors often drop to as little as 2-3 per hour and they work on cases that vastly exceed the 1.5 replies per petition. On top of that every GM (on average) spends 30% of their time on projects other then answering petitions.

Edit: Correcting a number after looking it up.

Senior GM Homonoia | Info Group | Senior Game Master
TriadSte
The Scope
Gallente Federation
#40 - 2012-09-01 16:25:05 UTC
I understand your busy and again thank you for replying.

However what I do not understand is the moving of my petition to the correct queue.

I do believe I used the account suspended queue.

:S