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blankseplocked Is filing a petition the only way?
 
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Zafir Gawwad
Posted - 2011.08.18 16:58:00 - [1]
 

Without going into any details of my current issue that seems to have been blown off with an illogical response. Are in-game petitions the only available option for customer support?

CCP Zymurgist


Gallente
C C P
Posted - 2011.08.18 17:08:00 - [2]
 

You can file a petition via the website if necessary. To answer your question, yes, a petition is how you contact customer support. This will give you a private one on one conversation between CCP and you.

Zafir Gawwad
Posted - 2011.08.18 17:09:00 - [3]
 

I'll just keep banging away at the in-game petition then.
Thanks for the response.

Dub Step
Minmatar
Death To Everyone But Us
Posted - 2011.08.18 17:15:00 - [4]
 

If the initial response is the usual crap you get from some clueless noob who obviously doesn't know diddly squat about the game they are providing support to, you can request the petition be escalated to a senior GM.

Elder Man
Gallente
The Scope
Posted - 2011.08.18 17:33:00 - [5]
 

Originally by: Zafir Gawwad
Without going into any details of my current issue that seems to have been blown off with an illogical response. Are in-game petitions the only available option for customer support?


Pretty much.

I've found petitions a waste of time for the most part. Their cut and paste answers are just that. It is what it is.

Zafir Gawwad
Posted - 2011.08.18 17:38:00 - [6]
 

After further communication the GM did look into the issue further and realized the case was not as clear cut as they had assumed.

I am satisfied.

Kendra Wilkinson
Posted - 2011.08.18 17:40:00 - [7]
 

if petition doesnt work you can spam forum. Confused
if spam forum doesnt work you can organize an ingame protest wave. Embarassed

Zleon Leigh
Posted - 2011.08.18 20:15:00 - [8]
 

Originally by: Zafir Gawwad
After further communication the GM did look into the issue further and realized the case was not as clear cut as they had assumed.

I am satisfied.


I've had to go back and forth several times on petitions - they refuse to actually read the facts that I provide. Then they refuse to believe the facts, and finally acknowledge the truth of the facts when I backed them into the corner with still more facts. I was beginning to believe that I needed to administer a Turing test, because all the cut and paste answers sure sounded like a dumb AI. This AI business is further suspect - on one petition they kept asking for information that I had already provided. I kept telling them to read the petition from the beginning - since I had already been through 3 bugs of the same ilk (knew what they needed), which I guess they won't do since they abruptly closed it without cause. Escalation would have been a good idea - anything to get beyond AI or don't care attitude or assumptions - whatever is going on in customer support.






Sandwich PvP
Furian Necromongers
Posted - 2011.08.18 20:25:00 - [9]
 

Originally by: Kendra Wilkinson
if petition doesnt work you can spam forum. Confused
if spam forum doesnt work you can organize an ingame protest wave. Embarassed



Spamming forums works fine. It resolved a GM hate mail in record time for me. Cool


Espiritu Santo
Posted - 2011.08.19 12:59:00 - [10]
 

Edited by: Espiritu Santo on 19/08/2011 13:03:46

Originally by: CCP Zymurgist
You can file a petition via the website if necessary. To answer your question, yes, a petition is how you contact customer support. This will give you a private one on one conversation between CCP and you.


LIES this will give you a one on one conversation with an employee's handbook used for copy and paste answers.

Edit: You will also soon realise that CCP customer service is ridiculous, the phrase "the customer is always right" will never be grasp'd by ccp.

Expect mundane copy and paste answers.

Their answer is final and they have no interest in discussing further once they have made a decision whether it be right or wrong.

All in all 99% of the eve population would probably give them 0.5/10 for their petition system and customer service approach.

It is about time something was done, as im certain they have lost many a customer due to their arrogance.

Khamal Jolstien
Caldari
THORN Syndicate
BricK sQuAD.
Posted - 2011.08.19 14:48:00 - [11]
 

Edited by: Khamal Jolstien on 19/08/2011 14:48:10
Always, always, ALWAYS, escalate to a senior GM. The first response to petitions are almost always a joke.

Vincent Athena
Posted - 2011.08.19 15:31:00 - [12]
 

I wonder why so many have bad experiences with petitions. Ive only had the need to file 3 or 4 in my years in-game, and every one was answered to my satisfaction, without escalation.


CCP Zymurgist


Gallente
C C P
Posted - 2011.08.19 17:16:00 - [13]
 

Originally by: Sandwich PvP

Spamming forums works fine. It resolved a GM hate mail in record time for me. Cool



Spamming the forums is never a good idea Sad. Petitions are in a queue so your issues will come to their attention regardless if you make a post on the forums or not.

CCP Zymurgist


Gallente
C C P
Posted - 2011.08.19 17:27:00 - [14]
 

Originally by: Espiritu Santo

LIES this will give you a one on one conversation with an employee's handbook used for copy and paste answers.

Edit: You will also soon realise that CCP customer service is ridiculous, the phrase "the customer is always right" will never be grasp'd by ccp.

Expect mundane copy and paste answers.

Their answer is final and they have no interest in discussing further once they have made a decision whether it be right or wrong.

All in all 99% of the eve population would probably give them 0.5/10 for their petition system and customer service approach.

It is about time something was done, as im certain they have lost many a customer due to their arrogance.


I'll admit, even I have used a few "standard replies" before in a petition. While they do lack some of that personal touch there are some problems that multiple players do experience and it is efficient to give them the same answer.

You are always welcome to ask that your petition is reviewed by another GM. It may not change the outcome of your petition but it will make sure that your issue is being peer reviewed.

Mugshot301
Posted - 2011.08.19 22:24:00 - [15]
 

Originally by: Dub Step
If the initial response is the usual crap you get from some clueless noob who obviously doesn't know diddly squat about the game they are providing support to, you can request the petition be escalated to a senior GM.


What if the senior GM is just as clueless ? :)

Mugshot301
Posted - 2011.08.19 22:30:00 - [16]
 

Originally by: CCP Zymurgist
Originally by: Espiritu Santo

LIES this will give you a one on one conversation with an employee's handbook used for copy and paste answers.

Edit: You will also soon realise that CCP customer service is ridiculous, the phrase "the customer is always right" will never be grasp'd by ccp.

Expect mundane copy and paste answers.

Their answer is final and they have no interest in discussing further once they have made a decision whether it be right or wrong.

All in all 99% of the eve population would probably give them 0.5/10 for their petition system and customer service approach.

It is about time something was done, as im certain they have lost many a customer due to their arrogance.


I'll admit, even I have used a few "standard replies" before in a petition. While they do lack some of that personal touch there are some problems that multiple players do experience and it is efficient to give them the same answer.

You are always welcome to ask that your petition is reviewed by another GM. It may not change the outcome of your petition but it will make sure that your issue is being peer reviewed.


So you actually do have the rights to have your case viewed by another Senior GM if the other Senior GM is being clueless to the situation at hand ?


 

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