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An Open Question For CSM Candidates
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Jin'baan
Sebiestor Tribe
Minmatar Republic
#1 - 2013-03-12 11:02:07 UTC  |  Edited by: Jin'baan
Hello CSM candidates. Unlike many of the other questions on this area of the forums, I shan't be taking one side or the other of this issue, but I feel that it should be asked of those who have the potential to be closest to CCP in the coming term.

I'd like to know, what are your opinions on the state of customer sevices within CCP? Do you think that they are fine just as they are? Exceeding expectations? Could use some work?

It isn't directly related to the frontline experience of PvP, ratting, mining or the other things that make EvE the internet spaceship game we love, so perhaps some people will avoid it, and rightly so. A lack of opinion is an opinion in of itself after all. However, it is still something that affects everyone in the game from a meta standpoint. Newbies and vets alike send in petitions through the same box at the end of the day.

I suppose this could also cover the ~new player experience~ which is so often touted as a reason for changes proposed, so feel free to discuss things such as the Rookie Help channel, the recruitment channels, etc. They might not be customer service in true form, but newbies can think of them as such things.

Thanks for read, I look forwards to your responses.
Malcanis
Vanishing Point.
The Initiative.
#2 - 2013-03-12 11:25:27 UTC
On the few occasions I've needed to ask CCP staff to do something for me (eg: petitions) they've always been prompt, helpful and polite.

I've noticed that many people seem to think that "Customer Service" means "Giving me what I want", which in a competitive game is obviously not always practical.

No doubt there have been CS failures within CCP over the years, but it's observable that many of the people who complain about them also seem to match this old saying:

"If you run into an ******* before you even get to work, well then you encountered an *******. If you run into assholes all day, then you're the *******".

"Just remember later that I warned against any change to jump ranges or fatigue. You earned whats coming."

Grath Telkin, 11.10.2016
Mangala Solaris
Blue Republic
RvB - BLUE Republic
#3 - 2013-03-12 11:36:44 UTC
Malcanis wrote:
On the few occasions I've needed to ask CCP staff to do something for me (eg: petitions) they've always been prompt, helpful and polite.

I've noticed that many people seem to think that "Customer Service" means "Giving me what I want", which in a competitive game is obviously not always practical.

No doubt there have been CS failures within CCP over the years, but it's observable that many of the people who complain about them also seem to match this old saying:

"If you run into an ******* before you even get to work, well then you encountered an *******. If you run into assholes all day, then you're the *******".


Agreeing with Malcanis on this.

Not had a horrible experience with CCP's customer service team in all my years of playing. Prompt responses that make sense and even if I did not get the response I would have liked I at least have come away understanding why.
Mike Azariah
The Scope
Gallente Federation
#4 - 2013-03-12 19:26:07 UTC
While I know some folks have nuightmare tales to tell of the customer service, I am not one of them. Every time I have contacted them the answer has been understandable and defendable.

Is it that people running for the CSM may have a clue how things work and so don't petition every little thing?

Or we just haven't hit the landmines that do not show in the logs?

CCP is entering a new arena with DUST and will have to make sure their customer support is on par with other front line fps games. To do otherwise will doom their game swiftly.

m

Mike Azariah  ┬──┬ ¯|(ツ)/¯
James Arget
Future Corps
Sleeper Social Club
#5 - 2013-03-13 20:18:38 UTC
For the most part, CCP customer support does a good job. It's hard to comment with anything more than anecdotes though, and getting CSM inside number access would be fantastic in evaluating this.

My main concern would be the interaction between the bug reporting system and the petition system. I attended a Q&A with the lead bug hunter a while back, and when asked about petitions it was said that the two systems had very little crossover, and so we could have some trouble with things being listed as bugs that should have been petitions or vice versa.

Given how many petitions and bug reports that CCP processes, the relative scarcity of complaints seems to indicate that things are going well.

CSM 8 Representative

http://csm8.org