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blankseplocked Got the contact info..... but not happy with what I found.
 
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Ben Stark
Posted - 2008.12.02 14:33:00 - [1]
 

Edited by: Ben Stark on 02/12/2008 14:40:43
I need a contact number for CCP billing, Im having billing issues and I dont feel like waiting 72hrs through the petition system.


EERRRR well according to the contact link ccp doesnt provide phone support for issues, email only, well ive emailed but i really feel that when the issue is about money there should be some sort of instant contact. I shouldnt have to wait for someone to scan through the emails to get this billing issue fixed.

Elrca
Brutor Tribe
Posted - 2008.12.02 14:55:00 - [2]
 

Raise a pettion under billing...

Chribba
Otherworld Enterprises
Otherworld Empire
Posted - 2008.12.02 14:57:00 - [3]
 

Email or petition is the best way tbh. Posting it on the forums probably is not going to get you much attention except a CCP employee posting and saying you should email...

Good luck with your issues though, hope they get solved shortly.

Vistrix Ferocia
Libertarian Dynamics inc.
Posted - 2008.12.02 15:03:00 - [4]
 

If its a serious issue then you would ring your bank and talk about it.

Otherwise just file a petition.

RedClaws
Amarr
Macabre Votum
Morsus Mihi
Posted - 2008.12.02 15:25:00 - [5]
 

petitions under billing are normally very fast.

Blane Xero
Amarr
The Firestorm Cartel
Posted - 2008.12.02 15:30:00 - [6]
 

If CCP had phone support, how long would it be till the first person -

A. Complained about Call charges OR Complained about the waiting time.
B. Phoned for a ship reimbursement.

heartless honeybear
Posted - 2008.12.02 15:32:00 - [7]
 

fast eh? ive been waiting for 3 days 3 hours for ccp to fix my problem-my money is in cyberland,bank cant do ****,ccp have screwed it up-therefore money is nowhere.
Op, trust me your not alone- petitions get generic answers,emails dont get a response. CCP dropped the ball and they dont know where it is atm-how unusualRolling Eyes

Aion Amarra
Minmatar
Real Nice And Laidback Corporation
Black Core Alliance
Posted - 2008.12.02 15:41:00 - [8]
 

Edited by: Aion Amarra on 02/12/2008 15:42:02
Originally by: Blane Xero
If CCP had phone support, how long would it be till the first person -

A. Complained about Call charges OR Complained about the waiting time.
B. Phoned for a ship reimbursement.



Also, how much would it cost for CCP to provide:
C. A fully staffed call center.
D. Staff for said fully staffed call center that speaks almost accent free English. In Iceland.

I know that the spoken English of many CCP employees is darned decent. But sometimes the Icelandic accent is made of evil.

EDIT: Then again, point moot. What with them having a branch office in the USA and all.

I'm imagining a phonecall between a stereotypical redneck and a poor Icelandic phone staffer right now, and I'm not sure whether I should laugh or cry about it.

Ben Stark
Posted - 2008.12.02 16:15:00 - [9]
 

Well Considering that CCP has offices in 3 Areas, I dont see how hard it is to have phone support for billing issues. Iceland/England can handle the Europe Calls, Sinapore can handle the Asian Calls, and Alanta can handle the US calls. I did find out I needed to call my CC company and authorize non US based Transactions, but That was fixed and the main account was finally updated. Now I want to update this account but im having the same issue, and I know its not my CC company the non US issue was fixed. I dont have to call everytime I have a non US based transaction anymore. So it has to be something on CCPs end that is causing the issue. Im entering all the same details and still no luck. And billing petitions arent fast, here it is an hr after I posted the petiton for billing issue and nothing. Not even a generic response.

Rob Eagle
DEATHFUNK
Doctrine.
Posted - 2008.12.02 16:19:00 - [10]
 

Edited by: Rob Eagle on 02/12/2008 16:47:39
Originally by: Ben Stark
Well Considering that CCP has offices in 3 Areas, I dont see how hard it is to have phone support for billing issues. Iceland/England can handle the Europe Calls, Sinapore can handle the Asian Calls, and Alanta can handle the US calls. I did find out I needed to call my CC company and authorize non US based Transactions, but That was fixed and the main account was finally updated. Now I want to update this account but im having the same issue, and I know its not my CC company the non US issue was fixed. I dont have to call everytime I have a non US based transaction anymore. So it has to be something on CCPs end that is causing the issue. Im entering all the same details and still no luck. And billing petitions arent fast, here it is an hr after I posted the petiton for billing issue and nothing. Not even a generic response.


CCP has no significant staff HQ in the UK. Yes servers are in London and I'm sure there is maybe a tech or two for physical hardware but the most of it is done abroad(Iceland/Atlanta/Shanghai).

John Grimm
Amarr
Rendili StarDrive Yards
Posted - 2008.12.02 16:29:00 - [11]
 

Originally by: Rob Eagle


CCP has no significant staff HQ in the UK. Yes servers are in London and I'm sure there is maybe a tech or two for physical hardware but the most of it is done abroad(Iceland/Atlantis/Shanghai).


The Lost City has been found, and naturally CCP have an office there. Cool

I'm sure you meant Atlanta, old boy.Laughing

Qordel
Caldari
School of Applied Knowledge
Posted - 2008.12.02 16:45:00 - [12]
 

The idea that they would set up a call center at one or more locations specifically for CCP/EVE and the 250,000+ players is ridiculous. The only feasible solution would be contracting with some call center company, like the ones that hire low-wage phone jockeys to work for Comcast, Sprint, HP, etc. Most likely, those would then be farmed out to a guy named "John" in India or somewhere else.

Email support is sufficient enough, given that staffing and response times via that method are adequate. Unfortunately, you have to remember that your billing question is probably queued up behind a bunch of morons threatening to sue if they don't replace their ship that they lost from lag or stupidity or something.

What they should really do out of the game is have a full fledged ticketing system. There are plenty of open source or cheap solutions (SugarCRM, etc) where everyone can monitor the status of their ticket and update/respond to it as is appropriate. CCP's functionality in this case and the case of bug tracking (customer-facing at least) seems to be stuck in the late 1990s.

Rob Eagle
DEATHFUNK
Doctrine.
Posted - 2008.12.02 16:48:00 - [13]
 

Originally by: John Grimm
Originally by: Rob Eagle


CCP has no significant staff HQ in the UK. Yes servers are in London and I'm sure there is maybe a tech or two for physical hardware but the most of it is done abroad(Iceland/Atlantis/Shanghai).


The Lost City has been found, and naturally CCP have an office there. Cool

I'm sure you meant Atlanta, old boy.Laughing


Im asleep, leave me alone.

Ben Stark
Posted - 2008.12.02 17:19:00 - [14]
 

Well 2 hrs after my first Petition (sorry to me being able to call someone and hear a voice that I can understand and understands me with out repeating me several times with money issues is vital to me) I finally got a response from a GM. Well during the course of emailing back and forth, it seems CCP has their own fruad aleart and they lock accounts that try too many times to enter CC info. (CCP please put some sort of notice on the website in the CC area that if you try once and it doenst go through to send a petiton that mulitple trys will lock the account) And I caused my accounts to lock. After emailing ccp and the gm unlocking the accounts I was finally able to get my CC info to go through. Seems the issue was two fold. One my CC company had to be called so i could allow non-US based transactions (never had a problem with this before) and 2 I tried to many times to get my CC info accepted to update my accounts. (well when your in the middle of a lvl4 and your account logs off you get a little upset) So this issue had 3 parts to it.

Malthros Zenobia
Posted - 2008.12.03 01:22:00 - [15]
 

Originally by: Blane Xero
If CCP had phone support, how long would it be till the first person -

A. Complained about Call charges OR Complained about the waiting time.
B. Phoned for a ship reimbursement.



And lets not forget it's much easier for them to read broken English than try to listen and understand it on the phone. Can't imagine the sort of nightmare phone support for an MMO would be.

And you just know people would call about every problem they had even if only certain issues got phone support.Razz

DrAtomic
Atomic Heroes
Chain of Chaos
Posted - 2008.12.03 01:40:00 - [16]
 

MY CC got billed once too many for three months in a row, petition didnt sort it. Ended up cancelling my accounts never seen the gametime i paid for (or better yet they made me pay for but didnt give). I'm back playing but paying through direct debit not going to trust CCP with my creditcard again, at least through direct debit i'll be able to withdraw the payment/block ccp.

Hitomi Nakatani
Caldari
State War Academy
Posted - 2008.12.03 01:55:00 - [17]
 

Quote:
Im having billing issues and I dont feel like waiting 72hrs through the petition system.


Quote:
Well 2 hrs after my first Petition ... I finally got a response from a GM.


This should serve as an example to others that maybe simply filing a petition and being patient is the way to go. This whole thread would have been unnecessary had the OP simply petitioned and been patient rather panic from the start because "money" was involved. :)

Armoured C
Gallente
Noir.
Noir. Mercenary Group
Posted - 2008.12.03 02:11:00 - [18]
 

billing petitions arnt like normal peitions , they will get awnsered shortly after being done as it is effecting what your paying with


 

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