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Killer2
The Arrow Project
Morsus Mihi
Posted - 2011.04.18 23:47:00 - [1]
 

During the May summit, the CSM will be discussing improvements to EVE customer support that impact our everyday game play. This thread is not to discuss individual petition details and responses from Game Masters, but more of a way for you to provide some input as to how customer support can be improved.

This should focus around improvements to existing policies and procedures (e.g. the recently announced reimbursement policy) or the implementation of new policies and the expectations you have as players when you file a support petition.

Val'Dore
Word Bearers of Chaos
Word of Chaos Undivided
Posted - 2011.04.19 00:55:00 - [2]
 

Less reliance on logs is the big one for me. Or just plain better and more accurate logs. I fail to understand why logs couldn't have all relevant information if the server literally handles every single calculation and transaction between client and host in the game.

GeeShizzle MacCloud
Caldari
Posted - 2011.04.19 01:11:00 - [3]
 

Less reliance on pre-written generalised responses to petitions.

Not once have they helped or explained something i didnt know already, plus they just infuriate you as you dont feel any form of quality 'customer support', you just feel like you've been brushed off like some annoying tick!

Marconus Orion
D00M.
Northern Coalition.
Posted - 2011.04.19 09:29:00 - [4]
 

Consistency. No more coin flipping on what the result will be if the same issue is brought to two different CCP customer peeps.

Alekseyev Karrde
Noir.
Noir. Mercenary Group
Posted - 2011.04.19 15:15:00 - [5]
 

Unify the petition and bug report system from a users perspective. Currently if a player files a petition, say about a ship loss, and thinks it may be due to a bug he or she is told "that should be a bug report, go file one"

A more user friendly method would be such a petition should get handed off from the GMs to the bug hunting team without the player noticing. If they need more info than what is provided, the bug hunters/Q+A can interact with the player as needed.

J Kunjeh
Gallente
Posted - 2011.04.21 18:43:00 - [6]
 

Originally by: Alekseyev Karrde
Unify the petition and bug report system from a users perspective. Currently if a player files a petition, say about a ship loss, and thinks it may be due to a bug he or she is told "that should be a bug report, go file one"

A more user friendly method would be such a petition should get handed off from the GMs to the bug hunting team without the player noticing. If they need more info than what is provided, the bug hunters/Q+A can interact with the player as needed.


Yes, this please.

And on the note of bug reports, they need to be followed up better. As a recent example, I opened a report about the Character Creator crashing my OS. In the first few days I received a few responses asking me for log info and other data. I provided all that was needed and I haven't heard back since. It's been in since 4/8. It's frustrating that a major bug like this isn't getting more attention (before the patch, the creator worked just fine for me...after the most recent patch, it's broken...I'm sure I can't be the only one).

Lord Zim
Goonswarm Federation
Posted - 2011.04.22 00:27:00 - [7]
 

Originally by: Alekseyev Karrde
Unify the petition and bug report system from a users perspective. Currently if a player files a petition, say about a ship loss, and thinks it may be due to a bug he or she is told "that should be a bug report, go file one"

A more user friendly method would be such a petition should get handed off from the GMs to the bug hunting team without the player noticing. If they need more info than what is provided, the bug hunters/Q+A can interact with the player as needed.

This. I've opened a few tickets for PI in which the response told me to create a bug report. Since I know how to avoid it, I'm going to just avoid doing exactly what triggers the bug, and that bug will thus not be entered into their system by my hands. It frustrates the **** out of me when I'm told to basically copy/paste my petition into some bug report.

Awesome Possum
Original Sin.
PURPLE HELMETED WARRIORS
Posted - 2011.04.22 02:32:00 - [8]
 

We should be allowed to whip any GMs responsible for faulty handling of petitions at fanfest.

Sessym
Amarr
Posted - 2011.04.22 10:49:00 - [9]
 

Edited by: Sessym on 22/04/2011 10:52:13
CCP's customer support is the only one I've ssen so far that separates bugs and customer ailments this strictly. A more humane process would be:

-> You have any problem, you contact customer support
-> These people are trained for handling customers, they get the necessary information to usable format
-> CS forwards the problem to where the resolution occurs
-> ???
-> Customer told of results. Profit.

Edit: Everyone would win. Players would be content or even happy because they are handled by nice people, devs and game admins would no longer be pestered by long threads of q&a.

Dunkler Imperator
N.F.H.P.
Eternal Evocations
Posted - 2011.04.22 15:30:00 - [10]
 

Edited by: Dunkler Imperator on 22/04/2011 15:31:40
Originally by: Val'Dore
Less reliance on logs is the big one for me. Or just plain better and more accurate logs. I fail to understand why logs couldn't have all relevant information if the server literally handles every single calculation and transaction between client and host in the game.


that's just not possible.
Ive done some work on servers and specifically on logs

1) it would increase database load considerably as each transaction now needs to Write to the DB.

2) the DB would be huge. So huge that they would need to start deleting logs as time goes on. depends on the hardware.

What they have done is strike a balance between performance and logs. It seems to me that they put the emphasis on performance.

Also depends on what they are recording. It might be as simple as

User A at 2011/4/22 16:33 pm Sold Small amour rep 2 for 1,000,000,000 isk.

So when they view the log all it shows is that u sold a rep for isk. not that ur client disconnected or that your ip was different.

A better idea would to be let the GM's ask the dev team for what kind of logs they need and where based on the type's of petitions they get most.





 

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