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[Issue] GM quality of service
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Cygnet Lythanea
World Welfare Works Association
#21 - 2012-02-18 17:23:31 UTC
Sverige Pahis wrote:
My experience with the GMs has generally been positive. What sort of petitions do you make?



Hmm... mostly mission bugs. Since 09 I've made 2 refund requests (3 if you count Republic standing loss instead of reward from completing a faction mission successfully), including the most recent, both non-standing refunds were refused, one because the GM informed me that they could not tell where I was in space that the issue happened, and the other because UI bugs are unprovable without a dev reporting that the bug was real.
Rico Minali
Federal Navy Academy
Gallente Federation
#22 - 2012-02-18 17:29:31 UTC
All my experience with GMs has been negative tbh. On the rare occasion I have had to ask for reimbursement for a loss that is due to serever side lag or issues has always been refused. This wouldnt annoy me so much if it wasnt for teh fact I know several people who have had very similar losses reimbursed by the same GMs.

I love Eve, but the GM system is far to open to easy abuse. IE if the GM likes you or if you are prepared to become such a nuisance that they will give you what you want to shut you up.

Trust me, I almost know what I'm doing.
Vertisce Soritenshi
The Scope
Gallente Federation
#23 - 2012-02-18 19:31:31 UTC
You can't really expect to have a positive result when your most common answer to any issue is a pre-scripted "sucks to be you" answer. I have lost a lot of ships to server crashes that were never reimbursed because the "logs didn't show anything". I lost a tengu in "Maze" back when the jump gates were all arranged in a big circle. Got trapped dead center of it on warp in and couldn't get out. I was killed by rats. I got nothing on reimbursement because the logs didnt show anything but a week later CCP conveniently made a change to Maze that separated out all the jump gates and fixed the issue.

So yeah...CCP's track record on GM responses is pretty much **** and due to the nature of the game it will likely never change.

Bounties for all! https://forums.eveonline.com/default.aspx?g=posts&m=2279821#post2279821
Cygnet Lythanea
World Welfare Works Association
#24 - 2012-02-18 22:56:42 UTC
That does sound a lot like one of my petitions. I was stuck on an invisible object, petitioned while I was stuck, waited for three hours, no response, finally died. No refund either because the log didn't show where I was, or what I was stuck on.
Tekashi Kovacs
Golfclap Inc
#25 - 2012-02-20 23:21:59 UTC
GMs dont exists in EVE nowdays. I think its one of devs getting bonus payment for answering petitions once per two weeks, that it.
Mallak Azaria
Caldari Provisions
Caldari State
#26 - 2012-02-23 03:29:06 UTC
This is what happens when companies outsource to India.

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Cygnet Lythanea
World Welfare Works Association
#27 - 2012-02-23 14:19:52 UTC
Well, it's what happens too when your GMs are given a policy that, no matter how reasonable it sounds, the players are all untrustworthy to the point that if caught telling the truth, would lie about it just to keep a hand in. Which is more or less what the GMs told me the refund policy is now. Even known bugs are not to be refunded if it's at the user's end.
Cygnet Lythanea
World Welfare Works Association
#28 - 2012-02-24 20:14:26 UTC  |  Edited by: Cygnet Lythanea
Double post, I know, but...

The GMs thoughtfully provided me with this link, which lists a very different refund policy than I remember.

http://community.eveonline.com/pnp/reimbursment.asp

Frankly, this is worst policy I've seen CCP roll out. While I grant there is a need to balance refunds with the in game market, this is a big middle finger to players, effectively declaring that CCP is not responsible for your losses, even if they were caused by CCP.

As an example: if there was a client bug that affected every player in game that caused your ship to self destruct if you pressed the F1 key, under this policy not one loss would be covered. Hypothetical, sure, but true. (One would hope that the public outrage would cause them to reverse this, but you never know with CCP)

I have worked in the gaming industry and IT field for a decade now, and I can guarantee you that 90% of bug caused losses are not covered under CCP's current policy, effectively shafting players.

I propose that the CSM demand that this policy be re-examined, because it not only interferes with the beloved pew-pew, it has no GM transparency. Even if evidence DOES exist in the log, as players we cannot see it. Therefor this allows for the possibility of GM abuse of this policy, to deny players who would otherwise warrant a refund, even under this highly stringent policy, to be denied.
Bumblefck
Kerensky Initiatives
#29 - 2012-02-26 09:27:00 UTC
Drake Draconis wrote:

They will likely lock this and ask you to petition a higher GM....posting about it here will not affect much.




That's what the CSM should hopefully do, Zero-Seven - put pressure on CCP to look at reforming or at least improving their customer service.

Perfection is a dish best served like wasabi .

Bumble's Space Log
Blastfizzle
The Chosen 0nes
#30 - 2012-02-28 08:40:48 UTC
I agree.
Reaver Glitterstim
The Scope
Gallente Federation
#31 - 2012-02-28 09:52:43 UTC
I have noticed the same thing. I felt that the quality of service and response time of the GMs was positively stellar when I first started playing, now it feels like I can't be sure if the logs really are lacking pertinent information or if multiple GMs don't know how to read them.

I'm waiting on two ship replacement petitions, both of which have been declined and closed. One of these was due to a bug that had been reported in the forums by multiple players and a fix had allegedly been put in the works. I was told that this aggression bug had been "fixed" even though it happened to me, and was told that the "logs show nothing" by three GMs.

FT Diomedes: "Reaver, sometimes I wonder what you are thinking when you sit down to post."

Frostys Virpio: "We have to give it to him that he does put more effort than the vast majority in his idea but damn does it sometime come out of nowhere."
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