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EagleFour
Caldari
Jobs
DAMAGE INC...
Posted - 2003.07.05 06:08:00 - [1]
 

Who is the CEO of CCP? does he have a clue that his customer service managers are worthless as hell, inept and unable to manage an effective team of GM's?

Does he pay attention to the fact that people are truly out raged at this customer service?

Why did they lay off 5 customer service reps? Lack of cash? hmmmm i wander why. Someone in a leadership position of "Authority" needs to get there head out of there ass and look at the numbers, knock heads and get things moving.

Or was this little project a quick soak for comnsumer funds to .dot com bust lets run off with the cash.

I HATE TO SAY IT CCP but you market yourself as an online gaming company well your first project is going downhill fast, not to mention you are giving european gaming communities a bad reputation from this US citizens standpoint, if you cant take the heat CCP stay out of the fire and let the big boys continue there work.... I discredit all european mmorpg's you guys just dont get the customer service part.

FE

Setec
Caldari
The Graduates
Posted - 2003.07.05 06:09:00 - [2]
 

I'm in charge of the entire world.

EagleFour
Caldari
Jobs
DAMAGE INC...
Posted - 2003.07.05 06:12:00 - [3]
 

You could do a better job than CCP i have no doubt. At least you respond in a timely manner!

Kaleb
Viziam
Posted - 2003.07.05 06:33:00 - [4]
 

Here's to being as narrow minded as Hank Hill's urethra.

Desoto
Caldari
Deep Core Mining Inc.
Posted - 2003.07.05 07:16:00 - [5]
 

The customer service people are NPCs

Edited by: Desoto on 05/07/2003 07:16:47

Secrecy
Posted - 2003.07.05 08:14:00 - [6]
 

Well, if they did have layoffs then that is not a good sign for this game. Catering to X amount of people when you don't have the neccessary staff is difficult, especially for a small company. Its not like they aren't trying to do it. They are simply overwhelmed.

I can tell you from personal experience, catering to whining masses day in and day out wears at your patience. Some just ingore and some lash out. We got a little bit of both from CCP.

You have to be in their position to understand what they go through. Please don't tell me you do CSR and this and that for X company. Its probably not a game company, if it is there is a good chance its not small. Program and CS for a bit then give us your opinion. Give'em some time. Rome wasn't build in one day.

Edited by: Secrecy on 05/07/2003 08:15:59

Shivash
Amarr
Imperial Shipment
Posted - 2003.07.05 08:42:00 - [7]
 

Losing support staff is NOT a sign it's gonna fail or anything similar. We all know EvE went live before it was really ready and that as a result cash was probably tight.

I play Jumpgate as well as EvE. Admitadly the player base is sadly smaller but there are TWO paid staff and a team of around 15 support volunteers. They did have a bigger paid ( 'internal' ) team but laid some off to ensure the game survived.

Jash Illian
Minmatar
Light Brigade Industries L.L.C.
Posted - 2003.07.05 08:52:00 - [8]
 

CCP outsources their GM staff, which is their first mistake in my opinion. And they have no Customer Support Manager on staff, which is their 2nd mistake.

The GMs run without any dedicated oversight from CCP, which is why we get situations where they pull something flakey like attack players in the name of roleplaying. And then nobody at CCP knows what the hell really happened until after the forums catch fire.

Without oversight from a CSM, there's no guarantee that any priority system is actually being followed in any manner. That a GM doesn't look at a petition, decide it'd be uncomfortable to answer and puts it back into the queue until his shift is over.

If CCP has issues with the game's stability and development, they can be offset somewhat by having superior customer support. But to have poor customer support whil having content and development issues is akin to shooting yourself in the foot.

Ehxo
Minmatar
Body Count Inc.
Against ALL Authorities
Posted - 2003.07.05 09:39:00 - [9]
 

EagleFour: Just curious, where do you come from? United States?

Haven't anyone thought that the fact CCP laid off some of its customer support employees might be to replace them with better ones? CCP is not out of money!

And by the way, what's in a "timely manner" for you? 1 hour at most for a simple question? This is not the freakin phone company you're dealing with. Besides, if people would stop sending stupid questions over and over maybe the GM's and the Polaris helpers wouldn't be so damn overwhelmed!

Everybody wants everything at the same time, the second they start paying for something. I hate those people! I've been working in customer service and technical support for a tit over 4 years now, for both home users and business users so I know what I'm talking about. It's like those freaking bastard in restaurants that will insult the waiter and treat him like **** simply because his coffe is too hot or there is a line up of 1 hour to get a table... I wish I could punch those people in the face when I see them!

Just be patient damn it! It might take more than 8 hours to answer your question but it will be answered! The only petition type that really needs attention fast is "stuck characters" petitions. Some others are relative, but in no way someone should be passed in front of someone else because that person thinks her issue is more important.

Just suck it up and wait in line like everybody else. The GM's may take a while to answer to some questions but I've always been satisfied with what they tell me so far. But then again, I do understand their systema bit more than other people because I have experience in tech support, so that helps...

Ehxo
Minmatar
Body Count Inc.
Against ALL Authorities
Posted - 2003.07.05 09:50:00 - [10]
 

@ Jash: If what you say is true and they are really outsourcing their GM staff, well... It's a double-sided blade.

I've seen it many times happen for other companies (in tech support or customer service) and that suually ends up either really bad or really good, but rarely "just ok". It all depends in the relation they have with that outsourced staff. Are they all working at the same place? or they are all around the world doing work from home or what?

I can understand that if there is no structure or no supervision or "monitors" to make sure the job is done well and that it follows the procedure, it will fall appart, there's no doubts there.

In any good tech support or customer service you have the following "teams" (or should have)

Level 1 (regular agent that filters all calls and resolves 75% of them)

Level 2 (more advanced agents that deal with tougher issues that level 1's couldn't fix. They usually fix 8-10% of the incoming issues)

Incident management (or level 3), is the team that follows up on major outages, critical situations and problems that could have been avoided in the future. They also deal with the "how to make sure it doesn't happen again" part. They also make the procedures.

Each of these teams should have a team leader and a manager. The team leader is responsible of briefing his agents on new procedures, updates, and make sure they do their job well.

The manager takes care of the team leaders and make sure they know what to tell the agents and are the first contact between the whole support group and the customer (in this case CCP).


If you do not have that kind of structure, it won't work.

Edited by: Ehxo on 05/07/2003 09:51:37

Shintai
Gallente
Arx Io Orbital Factories
Arx Io
Posted - 2003.07.05 10:14:00 - [11]
 

Currently CCPīs customer support is basicly an autoreply saying either. Wait to get unstuck to we reboot servers or we canīt reimbuse you anything cuz we donīt know how to see anything.

Ehxo
Minmatar
Body Count Inc.
Against ALL Authorities
Posted - 2003.07.05 10:26:00 - [12]
 

Well, if CCP is outsourcing its CSR's, and they don't give them access to logs or they don't give them the proper training that's a problem, but CCP is to blame, not the CSR's.

J3tt
Caldari
Dirty Deeds Corp.
Posted - 2003.09.30 05:29:00 - [13]
 

I am in charge so send me isk NOW or die

Harliquin
Posted - 2003.09.30 05:41:00 - [14]
 

Edited by: Harliquin on 30/09/2003 05:46:34
I must say this seems to be a common thread for online games - now I've never had any occasion (touch wood) to talk to CCP customer support but after playing UO for 6 years pop over to any of their boards and there are always 'your customer service sucks' posts.

So is customer service crap for online games? or do we as the tech savvy elite of the public just have very high standards for customer care?

cball
Gallente
Doomheim
Posted - 2003.09.30 06:28:00 - [15]
 

Quote:
Edited by: Harliquin on 30/09/2003 05:46:34
I must say this seems to be a common thread for online games - now I've never had any occasion (touch wood) to talk to CCP customer support but after playing UO for 6 years pop over to any of their boards and there are always 'your customer service sucks' posts.

So is customer service crap for online games? or do we as the tech savvy elite of the public just have very high standards for customer care?


The root of the problem is the "BETA" game that was released as a retail game.<sarcasm> Eve is great, but so freaking bug ridden, if they were Microsoft, the governements of the UN would rally to blow Redmond off the face of the earth for crimes against the internet world.</sarcasm>
ShockedShockedShockedShockedShocked
I played UO for 4 years, and it was never this bad with the consitant neglect to fix bugs (UO had them, but they fixed them fast IMHO, unlike CCP and Eve's bugs) If the bugs were fixed in a timely fashion (not ignored for 4-6 months) the playerbase would increase, instead of dropping slightly each week. (Shockedcheck the charts at eve-i, it is true, slightly being the key wordShocked)

Scrapyard Jack
Posted - 2003.09.30 06:41:00 - [16]
 

Quote:
So is customer service crap for online games? or do we as the tech savvy elite of the public just have very high standards for customer care?


ehehehe!

The uber-whiners on MMOG boards are generally just spotty little 'erberts who had to frequent "ladies of the night" to lose their virginities at the age of 30. Shocked

These are the people with no real power or confidence in the real world; the only escape from the doldrums of their sorry existence is to whine anonymously on internet forums and use terms such as:

"I pay your wages, CCP bia-tch! Do what I say Evil or Very MadEvil or Very Mad"

Almost always americans too; though Scrapyard Jack is sure that that is merely coincidental... eh.. ehehe..

ehehehe! Shocked


 

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