| Author |
Topic |
Alice Voerman
Cursed Inc.
Mercenary Coalition |
Posted - 2006.08.07 23:02:00 - [ 1]
Hi everyone.
I'm new to Eve (I started on Aug 3rd) and I'm trying to get some feedback on the quality of customer support here. I sent them an email 4 days ago because I had a technical issue, and I'm still waiting for an answer. So far I had the automated response, and that's about it. I managed to fix my issue in the meantime, so I'm not coming here for help.
What I want to know is, are they responsive to you guys, generally speaking? Their knowledge base says it can take about 24 hours for a response to reach you, a bit more if they're under a heavy load... I'm talking about 4 days here, and counting. Is it the norm, or am I just very unlucky? What can I expect?
Thanks for your answers, I'm currently trying to determine if it's worth paying for. I really love the game, the system, the world itself, but that delay of response is the issue. |
Duby |
Posted - 2006.08.07 23:15:00 - [ 2]
SOONtm |
ArtemisEntreri
Deep Core Mining Inc. |
Posted - 2006.08.07 23:24:00 - [ 3]
They've been on summer vacation and most people are on vacation exactly this weekend, it's the main party weekend in Iceland btw.
It can get to a month depending how many *bugs* are going around, mostly around patch days or unscheduled downtimes. Just any time people feel petition happy. |
Deja Thoris
Invicta.
Rooks and Kings |
Posted - 2006.08.07 23:25:00 - [ 4]
Did you cancel your question or do you still expect people to waste time on it pushing others back in the queue?
|
Alice Voerman
Cursed Inc.
Mercenary Coalition |
Posted - 2006.08.07 23:50:00 - [ 5]
 Originally by: Deja Thoris
Did you cancel your question or do you still expect people to waste time on it pushing others back in the queue?
I wasted 4 days so far, and I'm not sure I'm willing to waste €20 for the account activation, so I'll have them waste 5 minutes on my ticket. Even a "We have no clue" will be better than no answer, I know that remote computer support can lead to dead ends sometimes, so I won't be surprised. But right now, I'm still in trial phase, so I'm testing everything, support included. I'll leave my ticket open. How good were they when you had issues? |
Avon
Caldari
Versatech Co.
Raiden. |
Posted - 2006.08.07 23:53:00 - [ 6]
Originally by: Alice Voerman
Originally by: Deja Thoris
Did you cancel your question or do you still expect people to waste time on it pushing others back in the queue?
I wasted 4 days so far, and I'm not sure I'm willing to waste €20 for the account activation, so I'll have them waste 5 minutes on my ticket. Even a "We have no clue" will be better than no answer, I know that remote computer support can lead to dead ends sometimes, so I won't be surprised. But right now, I'm still in trial phase, so I'm testing everything, support included. I'll leave my ticket open.
How good were they when you had issues?
It is exactly that sort of selfish attitude that causes the very thing you are complaining about. |
Alice Voerman
Cursed Inc.
Mercenary Coalition |
Posted - 2006.08.08 00:14:00 - [ 7]
No.
What causes the issue I'm complaining about is the fact that they're apparently understaffed, or that they're having a party and can't help me. I can't blame them for having fun, but in the meantime, people are waiting.
My request was a legitimate one, I actually had that issue, and I had it until I very recently managed to fix it by myself.
Please forgive me for trying to know what I'm about to pay for, but I'm still a trial account, and I want to put them to the test. And I don't feel guilty about it.
I can at the very least rely on feedback from other players about their global efficiency, and if that feedback is positive enough to make me believe I just showed up at a very bad time, then I'll close that ticket by myself and start paying. But trying to make me feel guilty isn't going to work. |
Avon
Caldari
Versatech Co.
Raiden. |
Posted - 2006.08.08 00:20:00 - [ 8]
Edited by: Avon on 08/08/2006 00:20:31 Originally by: Alice Voerman
No.
What causes the issue I'm complaining about is the fact that they're apparently understaffed, or that they're having a party and can't help me. I can't blame them for having fun, but in the meantime, people are waiting.
My request was a legitimate one, I actually had that issue, and I had it until I very recently managed to fix it by myself.
Please forgive me for trying to know what I'm about to pay for, but I'm still a trial account, and I want to put them to the test. And I don't feel guilty about it.
I can at the very least rely on feedback from other players about their global efficiency, and if that feedback is positive enough to make me believe I just showed up at a very bad time, then I'll close that ticket by myself and start paying. But trying to make me feel guilty isn't going to work.
I don't think CCP need your $15 that bad. Personally I have never had a problem with the support system, but others have, YMMV. You come to the forums. You don't bother to read the sticky about this very subject. You post a whine. (Which shows you haven't read the forum rules either) You resolve your problem, but leave the ticket open, delaying others. Yeah, you are going to fit in just fine. You know this is a multiplayer game, right? It isn't just you here. Jeez. |
Avon
Caldari
Versatech Co.
Raiden. |
Posted - 2006.08.08 00:22:00 - [ 9]
Oh, "Hi" btw, and welcome to Eve.  |
Xelios
Minmatar
Broski Enterprises
-Mostly Harmless- |
Posted - 2006.08.08 00:22:00 - [ 10]
Edited by: Xelios on 08/08/2006 00:23:31 Originally by: Alice Voerman
No.
What causes the issue I'm complaining about is the fact that they're apparently understaffed, or that they're having a party and can't help me. I can't blame them for having fun, but in the meantime, people are waiting.
My request was a legitimate one, I actually had that issue, and I had it until I very recently managed to fix it by myself.
Please forgive me for trying to know what I'm about to pay for, but I'm still a trial account, and I want to put them to the test. And I don't feel guilty about it.
I can at the very least rely on feedback from other players about their global efficiency, and if that feedback is positive enough to make me believe I just showed up at a very bad time, then I'll close that ticket by myself and start paying. But trying to make me feel guilty isn't going to work.
They were understaffed, until they hired a bunch of new GM's just a little while ago. Now they're still trying to sort through the huge back log of petitions they have, and people keeping resolved issues open like you are will only add to that problem. Plus trial account petitions may be given a lower priority than paying customers, that's how I'd do it. |
Alice Voerman
Cursed Inc.
Mercenary Coalition |
Posted - 2006.08.08 00:40:00 - [ 11]
Edited by: Alice Voerman on 08/08/2006 00:45:17Edited by: Alice Voerman on 08/08/2006 00:44:19 Originally by: Avon
...
I won't make the mistake of believing that, because I have 15 bucks to spend, I'm important. And I'm aware I'm almost nothing in that huge crowd. Which also means that my opinion matters as much as everybody else's. You never had any problem with the support system, that's good, and that's what I wanted to hear. Thanks. I'm not whining, and I'm sorry if I sounded like I was. I'm just trying to get some feedback from people who had the possibility to test something I would have liked to test (their support department), because that's my first and only problem so far (see, I think everything else is fine, that's not a whine ;)) Originally by: Avon
Yeah, you are going to fit in just fine.
I hope so. Just don't expect me to do everything right like a vet member, at least not yet. Originally by: Avon
Oh, "Hi" btw, and welcome to Eve.
Hi Originally by: Xelios
They were understaffed, until they hired a bunch of new GM's just a little while ago. Now they're still trying to sort through the huge back log of petitions they have [...]
That's all I wanted to know. I just closed my ticket. Edit: I just read this: Quote:
There will still be Dev and GM staff on-hand in case there are any issues and the volunteer teams will continue to provide their normal excellent support.
I understand that they use volunteers for support issues. Is billing support handled by volunteers too, or am I misreading it? |
Kenz Rider
J Club |
Posted - 2006.08.08 01:40:00 - [ 12]
Honestly, they are pretty slow and sometimes just don't respond to petitions. But $15 a month isn't making them rich, so I don't complain. |
Kaemonn
ISD YARR
|
Posted - 2006.08.08 01:58:00 - [ 13]
Originally by: Alice Voerman
I understand that they use volunteers for support issues. Is billing support handled by volunteers too, or am I misreading it?
The Volunteer staff does not handle billing issues. We handle stuff like Forum Moderation, Bug Hunting, In-game support, News reporting, and in-game events. All billing and Game issues, such as stuck, reimbursement, credit card problems ect are handled by the CCP GMs. We're here for moral support and to make sure every one has a good time in the game  |
Dark Shikari
Caldari
Deep Core Mining Inc.
|
Posted - 2006.08.08 01:59:00 - [ 14]
Originally by: Alice Voerman
Quote:
There will still be Dev and GM staff on-hand in case there are any issues and the volunteer teams will continue to provide their normal excellent support.
I understand that they use volunteers for support issues. Is billing support handled by volunteers too, or am I misreading it?
ISD have never handled any sort of petition and never will. |
Kaemonn
ISD YARR
|
Posted - 2006.08.08 02:01:00 - [ 15]
Originally by: Dark Shikari
ISD have never handled any sort of petition and never will.
Not true. ISD has handled menial petitions, like stuck, and ones that didnt require any special tools, at one time. This all stopped with the legal issues the Ultima Online had with their vol staff. But now obviously we never will To the OP: "other" and "reimbursement" Petitions at the moment can take up to a month to answer. The que is huge and the staff currently is limited. |
|
All Channels
EVE General Discussion