open All Channels
seplocked EVE General Discussion
blankseplocked Does CCP have a clear policy on PvE ship reimbursements after a crash?
 
This thread is older than 90 days and has been locked due to inactivity.


 
Pages: 1 [2]

Author Topic

Colt Mitri
Caldari
State War Academy
Posted - 2011.09.06 09:45:00 - [31]
 

Edited by: Colt Mitri on 06/09/2011 09:48:18
It's annoying when you are mistreated, mocked, tread upon and sometimes even outright lied to isn't it GM Homonoia.

But look on the bright side, at least your not paying us for the privilege.

Seriously though I think you answered the OP here, you should probably move on before things get messy, i'm sure you have more important things to do than post here.

In addition perhaps you could write up your policies so you can just link it next time? It's quicker more logical and simply easier than explaining yourself in threads like these.

Myfanwy Heimdal
Caldari
Posted - 2011.09.06 09:53:00 - [32]
 

Well, thank you GM Homonoia for at least talking to us. You'll be the first GM to have responded to any of my questions so it would be unfair of you to bear the brunt of my ire.

I would like to point out that it's hard to ask the GM for more information when a clear boiler plate reply is given and then the petition is closed. It's like having a door slammed in one's face.

When I lost my ship to a bug I wouldn't have expected that the logging to be perfectly reflective of the situation as there was, quite simply, a bug. Which is why I would have thought that the GM, when faced with a legitimate petiton, wouldn't have dismissed it out of hand as he/she did.

Clearly nothing of the following when through his/her mind, "this player has been with us for years, has never put in petitions before now and this particular petition involves a rather significant known bug in the game so let's look at this sympathetically."

Instead I got "Nothing shown in the logs. Petition denied and closed. Next please" which is hardly conducive to player/staff relations here.

GM Homonoia

Posted - 2011.09.06 09:53:00 - [33]
 

Originally by: Colt Mitri

In addition perhaps you could write up your policies so you can just link it next time? It's quicker more logical and simply easier than explaining yourself in threads like these.


Actually, we did. They can be found here.

Unfortunately, no matter how you write down your policies and no matter how much detail (or lack thereof) you use to describe them, people will always have questions about those policies.

To quote from our policies:
Originally by: EVE ONLINE REIMBURSEMENT POLICY

1.3 Reimbursement will only be granted if a loss is attributable to a bug or server error.
a. Any losses attributable to errors in the EVE client may not be eligible for reimbursement.
b. Any losses attributable to problems with a player's system (i.e. computer, internet connection, etc.) or any system owned by a third party are not eligible for reimbursement.



Had I just linked to that then it would, most likely, not have answered the original question.

Major Stallion
The Money Shot Inc.
Posted - 2011.09.06 09:53:00 - [34]
 

Originally by: Colt Mitri
Edited by: Colt Mitri on 06/09/2011 09:48:18
It's annoying when you are mistreated, mocked, tread upon and sometimes even outright lied to isn't it GM Homonoia.

But look on the bright side, at least your not paying us for the privilege.

Seriously though I think you answered the OP here, you should probably move on before things get messy, i'm sure you have more important things to do than post here.

In addition perhaps you could write up your policies so you can just link it next time? It's quicker more logical and simply easier than explaining yourself in threads like these.


QFT

/thread

The Offerer
Minmatar
Posted - 2011.09.06 09:54:00 - [35]
 

Originally by: Colt Mitri
Seriously though I think you answered the OP here, you should probably move on before things get messy, i'm sure you have more important things to do than post here.


I can not agree with this. Any communication between CCP, including GM team, and the players is helpful.

GM Homonoia

Posted - 2011.09.06 10:02:00 - [36]
 

Originally by: Myfanwy Heimdal
Well, thank you GM Homonoia for at least talking to us. You'll be the first GM to have responded to any of my questions so it would be unfair of you to bear the brunt of my ire.


You are welcome. And taking the brunt of a customer's ire is part of all customer support employees around the world. In the end, when you are in customer support (or in any community role) you will just have to accept that you are the face of the company, especially when people are experiencing issues, distress or anger. We try to allow a customer to vent their anger a bit, as everyone needs to do that at times. Just as long as the situation does not get too abusive.

Originally by: Myfanwy Heimdal

I would like to point out that it's hard to ask the GM for more information when a clear boiler plate reply is given and then the petition is closed. It's like having a door slammed in one's face.


A petition should NEVER be closed without warning and without a proper resolution of the issue. There are only a few types of cases where your petition should be closed without your permission (either expressly given or implied because you make it known that the issue has been resolved) and reimbursement requests definitely are not among them. The exception is if the petition times out. A petition will time out 7 days after a GM has replied to it and we have not received a reply back. If that happens and your issue has not been resolved, simply file a new petition and refer to the old one.

Originally by: Myfanwy Heimdal
Instead I got "Nothing shown in the logs. Petition denied and closed. Next please" which is hardly conducive to player/staff relations here.


If you get a response that does not answer your question, just ask for clarification. A GM should always try to explain how his/her verdict was reached. Even if the explanation is: the issue did not happen on our server, but outside our own systems, which we cannot monitor and thus not verify the cause of the loss, etc.

Colt Mitri
Caldari
State War Academy
Posted - 2011.09.06 10:10:00 - [37]
 

Edited by: Colt Mitri on 06/09/2011 10:15:51
Quote:
Does CCP have a clear policy on PvE ship reimbursements after a crash?


Originally by: GM Homonoia
They can be found here.


Quote:
Had I just linked to that then it would, most likely, not have answered the original question.


You are just making work for yourself.

Originally by: The Offerer
I can not agree with this. Any communication between CCP, including GM team, and the players is helpful.


I agree in essence, but there are plenty of more appropriate and effective places to do it.

Aineko Macx
Posted - 2011.09.06 10:11:00 - [38]
 

Originally by: GM Homonoia
This is pertinently untrue. If you had read my post properly (the one that you are referring to)...

Indeed I suggest that people critically read that thread from the beginning and make up their own mind.

Also, it doesn't matter what you say. At this point we have no reason (except faith) to believe in anything what CCP says until we actually see it.

Quote:
Frankly, I resent the accusation.

I'm, honored. And the good news is, you're actually a person and not just the copy and paste bot like all the GM mails make us believe. And I don't blame GMs particularly, but the company and ultimately the decisions that lead to the current state of affairs.

Ghoest
Posted - 2011.09.06 12:58:00 - [39]
 

Edited by: Ghoest on 06/09/2011 12:58:35
I like how your faulty aggression timer never shows in logs and we never get reimbursement for deaths caused by it.

EDIT: This 4 or 5 year old bug really lets us know that you are concerned about our gaming experience.


Pages: 1 [2]

This thread is older than 90 days and has been locked due to inactivity.


 


The new forums are live

Please adjust your bookmarks to https://forums.eveonline.com

These forums are archived and read-only