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blankseplocked Lack of Tech Suport.
 
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Phallion
Posted - 2006.10.01 11:40:00 - [1]
 

Edited by: Phallion on 01/10/2006 12:35:59
Whopaoneupame.

About 9 weeks ago I logged a petition in regards to the conection problems that I have had up until 3 days ago. I finaly figured out how to fix it without there suport. When I first logged the petition I received an automated system reply that was of no help whatsoever. 8 weeks later and after sending in 2 follow up petitions begging for help I finaly get a reply from a GM.

In the mean time my conection problem has gotten so bad that I was just about to cancel both my accounts. When I say bad, I mean as bad as a realy bad thing. At certain times of the day, peak times for UK and US timezones I would be lucky if I could actualy log on to TQ. However duing the low time I could stay logged on for a few hours. During mid times I would disconect every five minutes or so.

Because I live in Australia and have only one option for a Broadband connection, I am subject to a very restricted download/upload limit, so I have to be careful with my usage.

Now for the rediculous ironony of how the petition system works, when I finaly get my reply from the GM, I am requested to create a Dxdiag report and a pingloter report, this in itself is no problem, except that because of my data limit I am forced into waiting until the end of the month before downloading the pingploter software and sending the report files back to tech suport. Yes my data bugget is that tight. One of the reasons I decided to play EVE is because of it's low data usage compared to other MMOG's.

When the month finaly came to a much anticipated end, I tried to send in the reports. To my excruiating disgust I find that my petition had closed because I had not responded to it whithin a week. I then sent an email explaining my feelings and giving some much needed advice about how to treat paying customers. This email recieved another automatic system reply and notified me that I would be returned to end of the petition que.

I am aware of the current updates that are going on, I couldn't help but notice with all the unexpected downtimes, patches, hotfixes and rollbacks that have been going on. However as a paying customer I should not be exposed to such pathetic tech suport. If I was using CCP as a Network maintenance contractor I would be well within my rights to not only cancel the contract, but also take Legal action for loss of income etc. I expect this sort of Tech Support from a Free MMOG Like Guild Wars or from a software giant like Makemesoft, well MS actualy provides much better tech suport than CCP.

Has anyone else experienced similar problems with Tech Suport? I expect that there would be thousands of other paying CCP customers experiencing similar problems.

If you have a similar story to tell then please reply, however please maintain a civil decorum.

If you are a CCP fanboy then please do not reply unless you have a similar story to tell. If you want to play CCP fanboy and defend them, then go and start your own thread.

May my Phelching straw be with you.
Phallion

Ky Vatta
Majority 12
Posted - 2006.10.01 14:54:00 - [2]
 

NeutralAhem, don`t you think you are being a little unreasonable with your demands??

You are not the only Eve-online customer, and by the sound of it, it`s the connection at your end which is the bigger problem..


Btw, the last paragraph of your post isn`t exactly very civil either.....

zoolkhan
Minmatar
Mirkur Draug'Tyr
Ushra'Khan
Posted - 2006.10.01 15:23:00 - [3]
 

do you entertain all forums of all online games like this?

because that you should if you really think
your dodgy connection is something that unpaid
volunteers w/o professional backround or any responsibility about your network are supposed to fix.

with other words, FIX YOUR NETWORK YOURSELF
or annoy the tech support of your ISP, because they
actually get payed for providing you the connection.

--
despite that... you pay less than 15 bucks per month
for one of the most complex games - and you really
think this little money payes a call center with
network engineers? jesus!


Grez
Neo Spartans
Laconian Syndicate
Posted - 2006.10.01 17:09:00 - [4]
 

Sounds like the issue is your connection, not TQ/EVE.

The M'hael
Posted - 2006.10.01 18:00:00 - [5]
 

Petition your government for a redress of greivances...Aussieland has that in their constitution, too, right?


Bish at them about being stuck with an archaic telecomms company that doesn't provide anything like truly modern internet service (what you have is essentially all the evils of hourly-dialup, with a little more speed tacked on) and lobby for legislation that supports the local establishment of startup/migratory telecomms companies. Not a quick fix, but the good ones often aren't. You should be trying to take advantage of the fact that us US people're having our businesses shipped overseas to cheaper labor markets! Sucks for us, but not for you...!

LittleAngel
Red Frog Investments
Blue Sky Consortium
Posted - 2006.10.02 00:17:00 - [6]
 

Evemail next time if you need stuff downloaded for Eve. I'll burn it on a cd for ya. And mail it by boat. It'll be quicker than waiting a month. lol

j/k I'll use airmail.

Darktec
Caldari
Posted - 2006.10.02 10:35:00 - [7]
 

Originally by: Phallion


However as a paying customer I should not be exposed to such pathetic tech suport. If I was using CCP as a Network maintenance contractor I would be well within my rights to not only cancel the contract, but also take Legal action for loss of income etc. I expect this sort of Tech Support from a Free MMOG Like Guild Wars or from a software giant like Makemesoft, well MS actualy provides much better tech suport than CCP.





These quotes always get me laughing, My connection sucks so i should sue whatever gmae i cant play!!!

Id suggest solitare or minesweeper.

Heikki
Gallente
Erasers inc.
Controlled Chaos
Posted - 2006.10.02 13:15:00 - [8]
 

Originally by: Phallion
figured out how to fix .. data bugget is that tight.. a paying customer
Since you don't want to hear relevant comments about CCP, let me just focus on attacking your post.

So, If I parsed your post correctly, and knowing tech support isn't cheap, you are demanding us (other players) to pay CCP to fix your problems? You should rther start a campaign to get CCP to provide pay-per-case customer and tech support.

Seriously, I want to play cheap working game, rather than expensive game where they send a tech to make a home visit every time you forget to plug your cables (what you might get from your hypotethical Network maintenance contractor).

-Lasse
paying less than 20 cents per an hour

Garia666
Amarr
T.H.U.G L.I.F.E
Xenon-Empire
Posted - 2006.10.02 14:56:00 - [9]
 

Edited by: Garia666 on 02/10/2006 14:57:29
Customer support has been a problem and will stay a problem..
Most people will flame you and your post until one day they have problem of there own . And receive the same special treatment.

I have been lucky ingame and don't have to petition much. 3 times from 2003.
a couple of times i didn't bother

Although forum wise the support is even worse..
check rule 21 for example.. there is an email address there which doesn`t even work
i have reported this for several times now however no reaction at all.

They tell you to send the email to the email address of the forum moderators
but since you want to mail something about an forum moderator fat chance..

They will stand up for each other and filter it out. technically CCP does an outstanding job but CCP is much much from professional.

maybe its because of the young people working there.
maybe its because to much people whine ..

i don't have an answer you just have to deal with it in your own way i guess.


Phallion
Posted - 2006.10.03 00:35:00 - [10]
 

I guess you guys either missed my point or are just looking for someone to flame, I did ask not to post here if all you are going to do is flame my genuine complaint about CCP's bad attitude and lack of tech support. I guess that you have got nothing better to do with your time than run around waving the CCP flag and spouting off about how wonderful they are.

I did eventualy fix the problem by making some changes to the EVE client. However the actual problem was not what I was talking about. I was complaining about the fact that it took TWO MONTHS for CCP to reply to my petition, and that I was only allowed a week to follow up. But I guess you guys are so used to being ignored by the Tech suport at CCP that you think that it's normal and acceptable, in the real world it's not.

In the real world professional IT related business have a thing called QOS. QOS = Quality Of Service. Either the Management at CCP do not have professional IT qualifications, or they just don't care enough about their paying customers. IT management isn't just about yelling at programers and network admins anymore, it includes a whole lot of other very important things like accountability, customer relations and providing QOS. Do CCP even have a QOS statement at their website?

Now to answer your very pointed statements about fixing my own network.

There is nothing wrong with my network. Prior to sending in my petition I had contacted my ISP about the problem. My ISP sent three technitions out to my house (Free of charge) within a week of me requesting their help. They spent three hours doing Q&A and testing my conection. Whilst they were here they had one of my PC's running network diagnostic software, while they phisicaly checked my network for any problems. Their conclusion was that the problem was at CCP's end and that I should get in contact with CCP's Help desk and ask for some Tech suport. (Pregnant pause while everyone absorbs the facts)

I was hoping that the people who participate in these forums would be a little more civilised and that there wouldn't be the usual trolls that haunt forums like this, but I guess that no matter where you go, there is always someone that has to try to make themselves look superior to others by flaming every person that dares to speak out about issues like this.

A very useful thing I learnt when I was in the RAAC. If you have nothing constructive or useful to say then don't say anything at all.

May my Phelching straw be with you.
Phallion

Darktec
Caldari
Posted - 2006.10.03 05:14:00 - [11]
 

Quote:
I was complaining about the fact that it took TWO MONTHS for CCP to reply to my petition, and that I was only allowed a week to follow up. But I guess you guys are so used to being ignored by the Tech suport at CCP that you think that it's normal and acceptable, in the real world it's not.


Well, if you would of read any other of the million posts complaining about the petition system, you might have realized that its not ccp, its all the kiddies who claim they laged and lost their ships, some have reason to petition, most have friends who go, hey, just claim it was lag and they will give you your ship back, hence the tons of stupid petitions.



Quote:
n the real world professional IT related business have a thing called QOS. QOS = Quality Of Service. Either the Management at CCP do not have professional IT qualifications, or they just don't care enough about their paying customers. IT management isn't just about yelling at programers and network admins anymore, it includes a whole lot of other very important things like accountability, customer relations and providing QOS. Do CCP even have a QOS statement at their website?


Last time i checked, this was a GAME, and read the above response.

Quote:
There is nothing wrong with my network. Prior to sending in my petition I had contacted my ISP about the problem. My ISP sent three technitions out to my house (Free of charge) within a week of me requesting their help. They spent three hours doing Q&A and testing my conection. Whilst they were here they had one of my PC's running network diagnostic software, while they phisicaly checked my network for any problems. Their conclusion was that the problem was at CCP's end and that I should get in contact with CCP's Help desk and ask for some Tech suport. (Pregnant pause while everyone absorbs the facts)


LOL, this one gets me laughin, everytime you have ppl come to your house, they claim its not on their end, when they prolly messed with a few settings to fix their mess up, and claim its someone elses fault that your isp is crap.

Quote:
A very useful thing I learnt when I was in the RAAC. If you have nothing constructive or useful to say then don't say anything at all.


Welcome to the eve-o forums.


Where complaining about something that has been complained about a million times, gets answers like you have already recieved.


Phallion
Posted - 2006.10.03 11:29:00 - [12]
 

Originally by: Darktec
Quote:


Welcome to the eve-o forums.


Where complaining about something that has been complained about a million times, gets answers like you have already recieved.




The realy sad thing is that there will no doubt be another million complaints that go ignored before anything changes.

Thanks for listening everyone, I just needed to get this stuff off my chest so that I am not emotionly damaged by the lack of attention I get from CCP. I am still going to hate them no matter what anyone says.

May my Phelching straw be with you.
Phallion

Darktec
Caldari
Posted - 2006.10.03 11:42:00 - [13]
 

Originally by: Phallion


The realy sad thing is that there will no doubt be another million complaints that go ignored before anything changes.

Thanks for listening everyone, I just needed to get this stuff off my chest so that I am not emotionly damaged by the lack of attention I get from CCP. I am still going to hate them no matter what anyone says.

May my Phelching straw be with you.
Phallion


Let me be the first to say .. Have fun in wow? If your connection can handle it.


 

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