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blankseplocked Total lack of customer service
 
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Miri Tirzan
Caldari
Clan Korval
Posted - 2004.08.11 23:14:00 - [1]
 

So far in a petition has not been "I am stuck!" then it is ignored. This process of submitting a petition, getting a daily automated message saying that "your important, someone will answer when your petition works up to the top of the queue." And then sending one after a few days saying... If we dont here from you with in 48 hours we will consider your issue resolved is pure crap.

So far, lost a lab to the lab unrenting bug... CCPs action - none.
Report that kills and rewards are not taking working at a gate... CCPs action - none.

I love this game but the customer service here sucks!

GM Fate


Minmatar
Game Masters
Posted - 2004.08.12 00:01:00 - [2]
 

I think that our replies are being stopped by your spam filters. I personally replied to both the petitions you refer to here. I replied to your last petition only 2 hours before you posted this thread. Please try to log in here. You should be able to see my replies there.

Hakera
Freelance Unincorporated
Ushra'Khan
Posted - 2004.08.12 00:24:00 - [3]
 

most likely went to a spam bucket if not on a safe list perhaps.

Acix
Helljumpers
Posted - 2004.08.12 01:46:00 - [4]
 

The process would be 100 times better if you didn't have to use "ask a question" and then wait 3 days to get a canned response to a ship loss due to a bug.

The "ask a question option" is a horrible catch all for everything. All it shows is how customer service is really just an after thought for CCP. Could be important, but who knows. Doesn't seem show though your actions.

Also the whole canned response of our logs don't show anything is not something that should be used at all. It will only tick people off over time.

GM's there is no way to tell if you even looked at the logs. At least send the CUSTOMER the logs you looked at to come to the conclusion that there is nothing that can be done. OR show an example out of the logs that shows the CUSTOMER you actually looked at them and see something or not...........

Funky Monkey
Minmatar
Posted - 2004.08.12 02:56:00 - [5]
 

well whatever you do don't post any reply you get from a GM.. You're not allowed to get feedback from the playerbase on that in the Forums.
But it's true the "Ask a Question" bucket is a truly horrific method of getting resolution to a problem and should be addressd.

Oh and ITBL!! Razz

Pulgor
Posted - 2004.08.12 03:33:00 - [6]
 

Edited by: Pulgor on 12/08/2004 03:51:52
Originally by: Acix
The process would be 100 times better if you didn't have to use "ask a question" and then wait 3 days to get a canned response to a ship loss due to a bug.

The "ask a question option" is a horrible catch all for everything. All it shows is how customer service is really just an after thought for CCP. Could be important, but who knows. Doesn't seem show though your actions.

Also the whole canned response of our logs don't show anything is not something that should be used at all. It will only tick people off over time.

GM's there is no way to tell if you even looked at the logs. At least send the CUSTOMER the logs you looked at to come to the conclusion that there is nothing that can be done. OR show an example out of the logs that shows the CUSTOMER you actually looked at them and see something or not...........


Okay so hold on now.... you want evidence of the evidence that they cannot do anything for you? Bahahahaha. That's a riot.

Seriously though, why would the GM just look at the petition and then reject it without looking at the logs? They get PAID to help customer with their problems. As well they are most likely monitored by a higher authority to ensure that they are doing their jobs. They're not going to send you logs for obvious reasons.

The moral of the story: Customer service always sucks when you don't get what you want. I work in customer service (For another company mind you), and I know all to well.

MooKids
Caldari
The Graduates
Morsus Mihi
Posted - 2004.08.12 04:08:00 - [7]
 

Originally by: GM Fate
I think that our replies are being stopped by your spam filters. I personally replied to both the petitions you refer to here. I replied to your last petition only 2 hours before you posted this thread. Please try to log in here. You should be able to see my replies there.


Just curious, but because I am quoting a GM's comments to a player, does that mean it will get modded? Razz

Seriosuly, you guys need to learn some manners, if you are going to be ****s to the ones you are asking for help from, what incentive will they have to help you more over the people who are nice and courteous?

Jozef Meurtrier
Aliastra
Posted - 2004.08.12 05:44:00 - [8]
 

"Just curious, but because I am quoting a GM's comments to a player, does that mean it will get modded?"

I doubt it, since it isn't a personal responce or what have you.Its general info that anyone could use.. Neutral

MooKids
Caldari
The Graduates
Morsus Mihi
Posted - 2004.08.12 05:58:00 - [9]
 

Originally by: Jozef Meurtrier
"Just curious, but because I am quoting a GM's comments to a player, does that mean it will get modded?"

I doubt it, since it isn't a personal responce or what have you.Its general info that anyone could use.. Neutral


It was meant as a joke Razz.

Severus Trajan
Amarr
Tok'Ra Inc
Posted - 2004.08.12 09:13:00 - [10]
 

Originally by: Miri Tirzan
...the customer service here sucks!


And then it turns out it was your own spam filter weeding out several replies already sent by the GMs. LOL! Dunno if one should laugh or cry really...

Rolling Eyes Laughing

meowcat
Aliastra
Posted - 2004.08.12 09:17:00 - [11]
 

i've file 1 non-stuck petition since i started playing Eve

it was replied to within a couple of days, and dealt with professionally and helpfully

i havent really played other MMOGs so i cant make comparisons, but i would be very surprised if there was a better one in terms of customer support

Miri Tirzan
Caldari
Clan Korval
Posted - 2004.08.12 09:24:00 - [12]
 

Edited by: Miri Tirzan on 12/08/2004 09:39:21
Edited by: Miri Tirzan on 12/08/2004 09:37:23
Thank you for your answer. This is not ment as an attack on you are anyone else doing customer service, however, the service does not make me happy either.

I dont have a spam filter running and the only non-canned response was one sent at 12:57... 4 minutes prior to posting here. But the log in support shows you did answer prior, so I am interested why I did not get your email.

Oh and I went back to my prior petition and the status shows closed but there is no answer. That is in your data base. Just for the record, I dont consider, "we will look into it" for something that did impact me significantly and then listing it as solved is good.

Since I do like this game and figure anything else I put here will on top of everything else get me banned from the forum I am done posting on this topic... Some time next year it will most likely build up to the point that in fustration I will do this again. Till then.



 

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