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Cinori Aluben
Minmatar
Gladiators of Rage
Intrepid Crossing
Posted - 2010.06.26 01:22:00 - [31]
 

New survey format = Good.

Will people take the time to fill it out now? Only slightly more likely than before.

Suggestions of this thread I agree with:
1) Pop-up prompt in-game to fill out survey when any petition is finished, essentially requiring filling out of bubbles before window can be closed.
2) Reverse survey on every petition, filled out by GM, for internal use and for comparison with customer survey.
3) Random population sample polls.
4) Offer incentives for filling out the petition survey. How to balance this so that people don't start filing petitions simply for the incentives is something to think about, but, I'm SURE you brilliant CCP/GM minds can figure something out.
5)
Originally by: Ban Doga
That the average of the rating differs from the actually perceived quality is only surprising when you expect that every petition has the same relevance.


My suggestions:
1) Have a "submit survey and close petition" button at the bottom of the survey window. Half the time I don't know if my survey results are still in limbo, if the petition is still open or closed, or if it is closed, how long to do I have to respond in a survey? Just make it more an easy open/close-done kinda thing.
2) What about assign a GM to randomly EVEMAIL people asking them how they think their petition process went? Players tend to respond to evemails more often than they do anything else imo.
3)

Sturmwolke
Posted - 2010.06.26 09:33:00 - [32]
 

Edited by: Sturmwolke on 26/06/2010 11:22:05
Frankly, fine-tuning these surveys won't help much if you've not managed to get anything useful from the old surveys. The reasons are too diverse and at best, you're looking at a limited positive impact. Making a mountain out of this small change may appeal to PR, but it doesn't really fool the discerning audiences.

There are a few fundamental things that needs fixing :

a) The separate "Petition" and "Bug Report" section needs to be integrated together. Oftentimes the lines between bug/petition are blurred that it makes no sense to ask your customers to do BOTH. Not only you aggravate the situation, but you also confuse customers seeking resolution. Ideally, you have a single point of contact for customer issues/escalations - not two.

b) I know this is fairly subjective, depending on the individual GM and what sort of metrics are applied by the CS team for their day to day operations. Based on my personal experiences, I do not believe (in general) that GMs are reading and comprehending properly the petitions being put forward leading to a frustrating cycle of messages being ping-ponged back and forth. You can check my Amolah Kesti petition under this char for one example.

c) The issue from b) leads to another thing, petition tracking tickets. Where are they? Without these tickets, it's confusingly difficult to refer to any particular petition. There's really no excuse for not having one if you're serious about customer service.

d) Often quoted from the forum is the general lack of EVE knowledge amongst the GM. While this may not be true individually, it reflects on the GM team as a whole. While the community may not know exactly what goes on behind the scenes on the available tools and trainings for the GMs, I'm rather surprised this is not spotlighted for a PR exercise/comments. So either it's some super sekret stuffs, or it's in shambles that needed to be swept under the carpet.

I'd add a few more points, but this is biting my EVE time today. Taa.

Edit: And GMs, check out the Scrapheap comments on this blog if you haven't already that offers some perspective into what people are saying.

Lederstrumpf
Posted - 2010.06.26 10:08:00 - [33]
 

Edited by: Lederstrumpf on 26/06/2010 10:39:23
Originally by: CCP Fallout
GMs Ender and Fate update us on the new satisfaction surveys available for petitions in their new dev blog.


So am I supposed to file a petition when unhappy with ridiculous answers ("users are supposed to work around this bug as it's 'by design'"/"could you please tell us how to reproduce that bug reported by you as appearing at random") gotten as response to bug reports and fill out a survey afterwards?

I started playing EVE like half a year ago. Being a newbie I filed petitions rather than creating bug reports for bugs I encountered, including client crashes. I quickly reached that infamous "You can't file more petitions!" limit. Rather than having obvious bugrelated petitions moved into the bug report forum i had to recreate them myself. Some bug report lines were received as feature requests so I was asked to post them to some other place. Bug reports tend to get filtered. Filtered can mean both of "we need more info on that" as well as "that bug report is closed".

It's obvious by the design of this structure itself you didn't give much thought about how to process user response best, given to you free of charge -- or to be more honest: Given to you on top of money being paid!

I'm not even sure why I'm telling you this because these days I'm pretty sure you don't care about customer satisfaction at all as long as the bucks are rolling. Quality of service is hard to accomplish if you - on EULA paper - keep earning money during downtimes and do profit from lower server utilization while the users are busy filing petitions, not playing the game. It feels a bit like being in an answering machine loop of some "service" hotline while you're the one paying for the call.

I once suggested you should donate 1000 EUR immediately for any extra downtime hour of EVE -- to have some instant costs associated with downtimes, as "less income in the future due to leaving customers" is harder to grasp, yet probably way more costly. "We already do donate enough money!" was the type of answer i got.

I deleted my bug reports in response to your server move downtime behaviour and filtering of comments as being "off-topic". I'm glad I did not subscribe to EVE for a longer period than I did. I'm happy I didn't shove real friends of mine into the EVE support minefield as paying customers (=that's where buddy programs and the like fail).

If you can not stand user feedback or fail to read it due to forum moderators editing it away there's no point in making user surveys more fancy.

Darth Vapour
Posted - 2010.06.26 10:28:00 - [34]
 

Which of these statements is correct ?

From the blog:

Quote:
GMs file a large number of defects and a substantial percentage of wonky game functionality is discovered and pushed through the development pipelines by the Support department.


From one of my petitions:

Quote:
Thank you for your attention on this case. As we in the GM team have no direct ties to the Development Team, I suggest that you post about this idea and any other ideas you might have for optimizing and improving the game in the Features and Ideas Discussion section of our official forums.



Ban Doga
Posted - 2010.06.26 12:03:00 - [35]
 

Originally by: Darth Vapour
Which of these statements is correct ?

From the blog:

Quote:
GMs file a large number of defects and a substantial percentage of wonky game functionality is discovered and pushed through the development pipelines by the Support department.


From one of my petitions:

Quote:
Thank you for your attention on this case. As we in the GM team have no direct ties to the Development Team, I suggest that you post about this idea and any other ideas you might have for optimizing and improving the game in the Features and Ideas Discussion section of our official forums.





Probably both - just depends on who you ask Twisted Evil

But seriously: when you get 4 different GMs working on one petition you have to explain the problem to each of them again.
If they fail so hard at coordination inside their own department/tema it must be really horrible with coordination to other departments/teams.

Damion Rayne
Gallente
Dark-Rising
Executive Outcomes
Posted - 2010.06.26 12:51:00 - [36]
 

Good job guys, something is better then nothing.

BTW: The under 30 posters in this board raging, don't represent the other 350,970 people playing the game. :)

khalleth
Amarr
GoonWaffe
Goonswarm Federation
Posted - 2010.06.26 12:54:00 - [37]
 

Edited by: khalleth on 26/06/2010 13:26:08
Living in the UK, and having just had an election, i've been diving into political polling moreso than most people.

If CCP are looking to obtain information from a representative sample of their playerbase, have they considered consulting/contracting someone from one of the big polling companies (mori/populus/yougov (Tho they may only do politics)) to consult on how best to take a representative sample?

Just a thought..

Edit: the reason I ask is that quite a few people seem to be shouting at you about how you don't get a "representative sample" and only people who want to answer will answer which skews your results.

Consider the latest 'voting intention' polls before the election. Polling companies - for political polling at least - for the UK general sampled never more than about 2,000 people out of the (60-70?) millions in the UK. They still got within a point or two of the actual general election result.

These companies know about weighting and how to obtain a representative sample; pulling a consultant from them that knows how to weight everything properly may give you a better idea of how to obtain stats that represent the entire playerbase, and also how to word questions in such a way that you get a non-skewed results (see push polls etc).

Like you pulled in Dr Eyog (or whatever his name is) for producing economic reports, perhaps pulling in a professional pollster to obtain relevant statistics would provide you with a better outlook on how people view eve.

Hertford
Deep Core Mining Inc.
Posted - 2010.06.26 13:11:00 - [38]
 

Originally by: Blazde
Thought I'd take this at face value and go back and rate my last couple of petitions. Only I find they are all set to 9 already...

http://www.blazde.co.uk/eve/images/Default9.png

I did not fill these in. If this is how they're being counted in your results then I'm not surprised you think you're doing well.


Awesome!

Goti Evans
Posted - 2010.06.26 14:06:00 - [39]
 

Originally by: Catari Taga
I have rated a petition once, which caused it to reopen, which resulted in me simply deleting it when I needed that petition slot, so you never received the rating. I never bothered to rate again.



Patitions are Never Deleted you simply closed your end, even today that petition exists along with the rating on it.


Fight Song
Amarr
Power Penguin Pew
Posted - 2010.06.26 20:05:00 - [40]
 

I was going to fill out the survey but my logs ze show nothing...

Catari Taga
Centre Of Attention
Middle of Nowhere
Posted - 2010.06.27 12:24:00 - [41]
 

Originally by: Goti Evans
Originally by: Catari Taga
I have rated a petition once, which caused it to reopen, which resulted in me simply deleting it when I needed that petition slot, so you never received the rating. I never bothered to rate again.



Patitions are Never Deleted you simply closed your end, even today that petition exists along with the rating on it.



Possibly on the backend, but if you delete it it tells you "Your petition will be permanently deleted!" and that's what I went by. It certainly disappeared from my list instead of just showing closed.

Astomichi
Posted - 2010.06.27 20:17:00 - [42]
 

The GMs are, barring the bugs that make them necessary, the single worst thing about eve.

The junior GMs are dumb as rocks, you have to escalate 4 times to get someone who even knows what's going on, and once you get there, they tell you to go take hike, even after they've admitted the legitimacy of your case. The only people being helped AT ALL by current GM policies are the lazy GMs who don't want to do their job and would rather just dismiss every complicated case out-of-hand.

Ramman K'arojic
Posted - 2010.06.28 01:27:00 - [43]
 

This is a good thing I think. It shows that the head does communicate with the tail.

Has CCP ever thought about running a in game census - with questions aimed at charactor and account level.
To find out what people are asking for in there game; their pet hates; and favourite pizza toppings.


Danghor
Amarr
Posted - 2010.06.28 02:26:00 - [44]
 

Quote:
The most prominent were that the customer support system itself could be improved and that there was a feeling of distance between CS and the community. We seriously considered the suggestions we received, sat down and brainstormed, and then embarked on a series of changes. Some of these will be immediately visible to the players, others will be felt in the quality of our services.


I think where it has failed for me is that after Apocrypha we had 2-3 quick patches, then nothing until Dominion. With Dominion we had the worst production of patches ever, even if the sound has been broken since Apocrypha. Nothing has been done for over a year and I can still hear a few issues with sounds. Many petitions and bug reports, many pages of thread on the issues forum didn't even create a spark... That's bad customer support.

I wish we could get a regular stream of small patches until the next expansion, instead of getting one big fix every 8 months.

Quote:
Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point, since our satisfaction rating from our customers was, and has always been, high.


The rating system is flawed because it only rates the GM or BH that answered your petition or bug report. When they tell you "the issue is known and your BR will be attached to a defect" you get a thankful feeling and you give the GM or BH a 10 ! When 6 months later the issue is still not fixed, you wish you could rate down the support department.

Blazde
4S Corporation
Morsus Mihi
Posted - 2010.06.28 09:20:00 - [45]
 

It's not for rating bughunters Danghor, just GMs. If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM.

Shintai
Gallente
Arx Io Orbital Factories
Arx Io
Posted - 2010.06.28 09:53:00 - [46]
 

Edited by: Shintai on 28/06/2010 09:54:25
For the 7 years I played EvE I have only had good encounters with the GMs.

Even when we shot on their ships, CTDed them using the NOS+Damper bug in the old days.

I have learned by seeing and talking to people that most of these "disputed" petitions are usually due to the error of the player. Ofcourse the other way also apply, just so tiny less compared.

Overall, quite good GMs in this MMO compared to others.

EDIT: Sometimes people are just too impatient and wanting instant gratification. I know that personally in the beginning of reporting macros for example. But a month later they was gone. Since they simply monitored and worked out the isk flow to hit the top fish aswell. And not just the macro accounts.

Aineko Macx
Posted - 2010.06.28 11:55:00 - [47]
 

Edited by: Aineko Macx on 28/06/2010 12:15:49
Quote:
Also, the CSM mentioned a degree of player disconnect with EVE Support. We were initially a bit surprised about this point, since our satisfaction rating from our customers was, and has always been, high.

I actually believe their surprise was genuine. Again I think this is yet another great example of how the information from the players is not reaching the right people. It's not like the forum isn't full of issues and problems being reported on the forums, right? And when players complain, they have to do it vaguely, as discussing GM behavior/correspondence is not allowed. Great way of keeping the "bad influences" outside of your bubble Rolling Eyes

Also agreeing with Bagehi and Blazde.

EDIT: I would suggest anyone that had petitions which where closed without getting an issue solved open new ones to benefit from the new rating system which at least gives 3 rating dimensions. Now finally I can rate for "GM was polite, but problem wasn't solved".

Deviana Sevidon
Gallente
Panta-Rhei
Butterfly Effect Alliance
Posted - 2010.06.28 13:59:00 - [48]
 

Originally by: Blazde
It's not for rating bughunters Danghor, just GMs. If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM.


Then you are only punishing the GM. The GM may escalate the issue receive a feedback that the problem is somewhere on the To-Do-List and will forward the information on the player. If you rate the GM zero for this response it will not help anybody and not in the slightest help to fix your problem.

I even know about a few very bad companies (usually outsourced callcenters, the bottom of any corporate foodchain). They punish their supporters for bad reviews and do not care if the review is bad because the GM was not willing to help the customer, or if the problem is beyond the control of the supporter.

A bad review is a bad review for them and the fault is always with the poor bastard who had to reply in a particular support case.

Ban Doga
Posted - 2010.06.28 16:15:00 - [49]
 

Edited by: Ban Doga on 28/06/2010 16:15:55
Originally by: Aineko Macx
Edited by: Aineko Macx on 28/06/2010 12:15:49
EDIT: I would suggest anyone that had petitions which where closed without getting an issue solved open new ones to benefit from the new rating system which at least gives 3 rating dimensions. Now finally I can rate for "GM was polite, but problem wasn't solved".


Isn't that the great thing about the new rating system?
A fast, polite but still wrong "Working as intended" or "clear your cache" is now worth up to 20 of 30 points.
Who was the genius that introduced two new scales that only care about how the GM helped but completely ignore what he actually achieved?

Ever wondered why call center agents tend to try to figure out if they can put you through to someone else as quickly as possible?
Because length of the call is one of their metrics and it's much easier to explain that the customer's wrong description lead you to believe someone else was in charge than arguing about hitting a new record for longest phone call ever.

I wonder if this new rating system will cause GMs to favor quick, polite and useless replies even more than before.
After all the actual solution for the customer's problem only accounts for one third of the possible rating. It's only logical to focus on the much easier politeness and quickness.

Newbee
Posted - 2010.06.28 17:09:00 - [50]
 

Originally by: Deviana Sevidon
Edited by: Deviana Sevidon on 25/06/2010 21:58:51
If you are really serious about improving customer support, then reverse the surveys. Ask your GM about how they would rate the petitions they receive.

Here is the prototype version of a new system: The petitions are answered by the GM team and the results send back to the players.

5 = nice description, friendly player. I would love to help him again with any problem.
4 = a bit of whiner, but deserves help.
3 = barely worth the time reading this 5hit
2 = I am not getting paid enough for this, horrible spelling and grammar
1 = the only things that can help this petitioner are fresh air and getting laid
0 = I wish I could kill him... I wish I could kill him...

There you go, I am sure these new surveys will drastically improve the morale of your GM team as well as their productivity. YARRRR!!


THIS.... lol & sign

Aineko Macx
Posted - 2010.06.28 20:45:00 - [51]
 

Originally by: Ban Doga
Who was the genius that introduced two new scales that only care about how the GM helped but completely ignore what he actually achieved?

I see what you mean. I was reading "Helpfulness in regards to solving my issue" as the rating scale of how well he solved the issue... The phrasing could be improved to be semantically less equivocal.

Tyby
Nex Exercitus
Raiden.
Posted - 2010.06.29 11:11:00 - [52]
 

Edited by: Tyby on 29/06/2010 11:11:25
Quote:
During the fleet-battle in 6NJ8-V on June 16th server performance was adversely affected by load issues. One of the resulting problems was the revival of ships that had been killed during the fight, including a few super-capitals. We want to clarify that this was due to database issues, which are still under investigation Ė the ships were NOT returned by GameMasters. This matter is still being investigated and further information will be forthcoming when available.
GM Grimmi Lead Game Master


it's been two weeks since then, and not even 1 row with update from CCP; how can you expect ppl to treat your gms/pettion ranking thing with respect and fill in your survey, when, in some situations, you don't show some basic respect to them?
atm there are hundreds(at least) of players waiting for a response from gms, and, maibe it's just my opinion, but i found this "silence" from ccp more like a lack of respect to the those ppl(ignore it, and it'll go away, anyone?)
so, you want ppl to be more serious about ccp/gms/petitions/surveys, why not starting be showing them some "more" respect from your part?

carebear one
Posted - 2010.06.29 11:51:00 - [53]
 

Hi,

well I think the main problem with the CS is THERE ARE ALSO PEOPLE AT THE OTHER SIDE OF THE SCREEN

Let me explain what I mean with that. Every Petition which is filed is handled by a human at the other side of the pipe. Although he/she should be objective he is also rusted into his brain than everybody else so in every situation where a scoring of arguments is needed he will decide on he is feeling about it. Specially with the system of putting notes about the player to the account this can lead to several issues:

I personaly know several players who had the guts to opose a GM-Decicion where noted out of the petition system. They write Petition after Petition but never get an answer (beside the stupid satisfaction survey)

Second I know a player who had, after telling a GM what he is thinking about him openly in a channel, serious problems in the game. Got muted got banned every Petition to reach a senior only landed again by the known GM ... he had to go over internal affairs to get his account back

I dont know who the GM's are but to me most of them make a very immarture impression and I personaly think first CCP should get proper employees for that job. By that I mean people who had grown up and have a proper psychological training to handle such things like "petition-wars" and so on. Second I think on every decision that involves money in every way (like reimpursements or mutes or banns <- yes this involves money because in many countries muting or banning a player from a payed service is consisted as fraud and concealment) should be handeled in the four eyes way ... meaning only two GM's together can make such a decision together

Diomedes Calypso
Aetolian Armada
Posted - 2010.06.29 21:10:00 - [54]
 

1) Should I file a petition when I read about problems in a fight that I had no involvement in to express my dissatisfaction?

I get disgusted and angry about these lag failures even though I havenít been involved. Iíd like to fly a capital ship down the line and goals like that keep people interested.. but Iíd be an idiot to put myself in a position to lose one to known issues.

The CCP response of only trying to prevent it in the future but ignoring developing a system that would prevent either side from gaining advantage sort of disgusts me (strong word yes) because allowing someone to hit someone when they are down goes against my very notion of sporting competition. Computers will fail Ö plan for it so the resulting balance is as neutral as possible. I havenít seen a single developer blog discussing how youíll improve the competitive integrity by altering how things fail.

2)I echo the comments about your surveys as a tool:

Knowing that Real People are partially judged by their rating I will never rank service as poor unless the reprehensive was rude or unfriendly. Even if someone was mediocre Iíd just not reply instead of giving a mediocre remark.

I only respond to a post contact survey if I can give a perfect rating or if the service person was an absolute jerk. A no answer from me could mean mild dissatisfaction or it could just mean I was lazy.

I still donít think your categories go far enough to separate satisfaction with policy from satisfaction with customer service representatives. It has to be clear-as-day that I would be responding poorly to POLICY, not to outcome for me to express dissatisfaction after contact with a GM.

Actually almost anyway a question was worded I still would be afraid that a GM with lower ranks in that regard would be considered less able in handling complaints. I wouldnít do that unless I was sure he couldnít do more and

due to the complete lack of transparency on gm actions I have no idea what he is and isnít authorized to do.

Whenua Momona
Posted - 2010.06.29 21:16:00 - [55]
 

CCP has a bad habit, and that habit is partial development. Their continued pattern over the past several years has been to announce features for a future patch, develop half of them, put the remaining half on 'development backburner' - the dreaded backlog - and then forget about them as soon as a shiny toy distracts them. These features put on the backburner are not random odds and ends, but crucial functions without which the features that did get implemented cannot perform effectively. The dev cycle does not behave like a well-prioritized system designed to triage the more critical functions of the game, but rather the erratic high velocity trajectory of a kitten jacked up on methamphetamine.

Diomedes Calypso
Aetolian Armada
Posted - 2010.06.29 21:45:00 - [56]
 

Edited by: Diomedes Calypso on 29/06/2010 21:45:31
BTW... surveys aren't completely worthless, ... you do hear about the worst cases of service probably even if you get innacurate data in other situations.

More frequent and short surveys not conected to customer service reps might be a solution. In the log in screen you can have an icon .. "take monthly survey" and while this wouldn't be a statistically neutral sample it would be more neutral than the current . Offer a little monthly prize with it...(tin foil hat - 6 hours of sp gain) and you'd get broader responses beyond just those with an axe to grind, and probably regular monthly responses from the same people so that even if the sample isn't perfect the shifts in the sample would be useful.

You could data balance the sample based on age of account or most commeon location a characters logs off it etc. although I've got the sence from the CCP blogs and the tiny point in time samples used in the QEN's that there aren't many people on staff adept with looking at demographic distributions or the information isn't easy to capture from the server records.

Blazde
4S Corporation
Morsus Mihi
Posted - 2010.06.30 04:29:00 - [57]
 

Originally by: Deviana Sevidon
Originally by: Blazde
If a GM gives you the old "Yeah it's a bug, but we're not going to do anything about it, tough luck you lost you stuff to it" I recommend you just mark them zero across the board and stick a comment in the box that CS policy of not supporting customers sucks and you have nothing against the specific GM.


Then you are only punishing the GM.

This was pretty much my point in a roundabout way. GMs will often tell you they can't help you because the higher ups won't let them. "I'd like to help you, really I would.... but Customer Support policy is...". They might be the nicest GM in the world, they might genuinely want to help you, they might even agree with you the policy sucks, and yet the end result of the petition is you still get treated like ****. It's not the GM's fault. Yet how do you complain about/rate that without it reflecting on the GM?



By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to.

Is this it now til another one-way "We're great for these reasons.." blog in 6 months time?

Ban Doga
Posted - 2010.06.30 06:58:00 - [58]
 

Edited by: Ban Doga on 30/06/2010 06:58:06
Originally by: Blazde

By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to.

Is this it now til another one-way "We're great for these reasons.." blog in 6 months time?


Yes, that's it.

You can expect someone come in here and convert directly linked images to URL, clear inappropriate content and even delete whole postings. But you will not receive an answer, comment or statement to anything the players mentioned.

Shootin' Star
The Fancy Hats Corporation
Free Worlds Alliance
Posted - 2010.06.30 13:05:00 - [59]
 

Originally by: Ban Doga
Edited by: Ban Doga on 30/06/2010 06:58:06
Originally by: Blazde

By the way, I was sort of expecting a GM to answer some of the queries in this thread. Like usually happens with devblogs especially when the whole point of the blog is to increase communication. I know there's a lot of people just whining, but there are some sound points that could easily be responded to.

Is this it now til another one-way "We're great for these reasons.." blog in 6 months time?


Yes, that's it.

You can expect someone come in here and convert directly linked images to URL, clear inappropriate content and even delete whole postings. But you will not receive an answer, comment or statement to anything the players mentioned.

This looks like it's true, and really is too bad. This is exactly the point I had been trying to hammer into CCP's CSRs throughout a two-plus month petition, taking it ALL the way to the top and getting assured directly that CCP WAS taking just this sort of thing seriously.

Indeed, the previous blog on support was a good step forward, and that conversation did feature GM Spiral with some good answers; but despite that good start, and promising that he "will keep an eye on this thread for further questions" it's now been a month and a half with good questions begging answers, and neither sight nor sound from our estimable GMs ...

Now we have another blog affording the GMs an excellent opportunity to make headway in combating what we and they both know is a serious problem - customer disconnect - and there is again neither sight nor sound from so much as one in response. It is, to say the least, hugely disappointing, but there is plenty of opportunity to correct the issue. It's not about polls, folks, as nice as those might be in various ways ... but it's about people.

GMs: That other thread I linked proved that you both can and will be offered respectful treatment, especially if you give US the respect of showing up. You need to do so here. GMs Spiral, Grimmi, Lilith (and all) - this is what I talked and talked and talked with you about back in November and December: Please don't let this opportunity go to waste with yet more silence.

Caladain Barton
Navy of Xoc
The Remnant Legion
Posted - 2010.07.01 00:12:00 - [60]
 

Two things wrong that i see right off the bat CCP:

1.) You've told, personally, prominent leaders to flow down the following orders to the population "Do not petition, they'll flood the system and be worthless". So, after a big, laggy, bug filled, rip your spleen out in boredom and frustration evening, we don't file, Because you Told us NOT to. I could copy/paste GM communication, except the Forum mods will just delete it and possibly ban me.
2.) If you aren't reading your own forums (at least the mega threads) AND Kugu AND SHC, you aren't doing your job. Large chunks of your community doesn't use these forums because of the amount of censoring the forum mods do. I'm pretty sure most, if not all of this post will be deleted, and if it doesn't, thanks Forum mods.

So, recap. You tell us not to petition or you'll ban our alliance for flooding and do other nasty stuff, then wonder why your metrics are all skewed. You would pick up on the rage building if you read and followed up on your own forums, but you don't. You would easily pick up on the rage and whatnot if you read SHC or Kugu, but you don't.

Seems to be a very big disconnect between CCP dev's/CS/and GM's. Right hand not knowing what the left is doing.


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