Pages: 1 [2] 3 :: one page |
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Author |
Thread Statistics | Show CCP posts - 5 post(s) |
Jacob cirth
Ion Corp. Citex Alliance
17
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Posted - 2012.01.11 22:11:00 -
[31] - Quote
GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind.
The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it. |
Astrid Stjerna
Teraa Matar
420
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Posted - 2012.01.11 22:34:00 -
[32] - Quote
Zleon Leigh wrote:I've never understood the stupidity of scheduling any kind of product release near a major calendar event, such as holidays and company fiscal year end. Winter lasts for several months. Either move the release to November or to February.
As far as the taking care of the gift backlog - put 'em at the bottom of the queue. Bugs are much more important.
Holidays and fiscal turnovers are Big Money in the business world -- holidays because everyone's looking for a gift and advertising is that much more effective, and quarterly turnover because that's when the financial reports are issued and investors decide where their money is going to go for the next quarter.
It's like 'sweeps week' in the television industry -- during one particular week each year, the Big Networks look at each of their shows and decide (based on the previous season's ratings and production costs) which ones get renewed and which ones get the axe. |
Ranger 1
Ranger Corp
860
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Posted - 2012.01.11 22:41:00 -
[33] - Quote
Jacob cirth wrote:GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind. The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it.
I don't see an inappropriate joke being made in his statement. What part of his apology and explanation did you not get?
Common courtesy, can you spell it... Revenge should not stop at the ship!
It's not so much a mission statement,-áit's more like a family motto. |
Ai Shun
State War Academy Caldari State
123
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Posted - 2012.01.11 22:48:00 -
[34] - Quote
Ranger 1 wrote:Jacob cirth wrote:GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind. The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it. I don't see an inappropriate joke being made in his statement. What part of his apology and explanation did you not get? Common courtesy, can you spell it...
The comment about Support Overmind. But I think Jacob needs to lighten up or go back to Bella. |
Rel'k Bloodlor
Mecha Enterprises Fleet
62
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Posted - 2012.01.12 05:49:00 -
[35] - Quote
It was no joke, they have no control! Have you not heard the 0\/3r|v|1zD is psych and can read you mind, and like a puppet control it.
YOU HAVE BEEN WARNED!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Vaerah Vahrokha
Vahrokh Consulting
110
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Posted - 2012.01.12 08:21:00 -
[36] - Quote
Petrus Blackshell wrote:Been waiting almost a week on my last petition as well. Normally the GMs are pretty prompt about answering. They must be overloaded again.
You are lucky. In May 2011 I opened a petition and it took 2 weeks to get the first response and 2 months before they told me to GTFO EvE. |
Belidos Goveko
Caldari Provisions Caldari State
19
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Posted - 2012.01.12 08:43:00 -
[37] - Quote
ITTigerClawIK wrote:Back in my day we used to get a response to our petitions in under an hour.
God i feel old after saying that. :(
Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that! |
Ai Shun
State War Academy Caldari State
126
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Posted - 2012.01.12 08:59:00 -
[38] - Quote
Belidos Goveko wrote:Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that!
Funcom. Age of Conan. Support. Those words do not belong together in a sentence. |
The Snowman
Aliastra Gallente Federation
21
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Posted - 2012.01.12 09:23:00 -
[39] - Quote
You've already fixed the bug which has caused ALL my stuff to disapear.
But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.
in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed. |
seany1212
eXceed Inc. No Holes Barred
67
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Posted - 2012.01.12 09:41:00 -
[40] - Quote
The Snowman wrote:You've already fixed the bug which has caused ALL my stuff to disapear.
But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.
in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed.
Not sure if serious... If you are then your either the unluckiest person in eve or it sounds like your account got hacked from all the isk you were buying/pathetic password/account sharing (delete applicable), check your finished contracts, maybe they'll show something, or as I said before, CCP just hates you
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CCP Guard
C C P C C P Alliance
1579
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Posted - 2012.01.12 10:38:00 -
[41] - Quote
The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.
Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.
CCP Guard | EVE Community Developer |
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The Snowman
Aliastra Gallente Federation
21
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Posted - 2012.01.12 11:23:00 -
[42] - Quote
seany1212 wrote:The Snowman wrote:You've already fixed the bug which has caused ALL my stuff to disapear.
But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.
in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed. Not sure if serious... If you are then your either the unluckiest person in eve or it sounds like your account got hacked from all the isk you were buying/pathetic password/account sharing (delete applicable), check your finished contracts, maybe they'll show something, or as I said before, CCP just hates you
No I wasnt hacked, At my home station I have several station containers with pretty much all my valuables in, everything I posess! I did some repackaging and moving which has caused everything I poses (not including ships) to disapear into this 'black hole'
hundreds of modules, gone, tons of Planetary Interaction commodities.. blue prints... the lot
Needless to say the last 7 days have been my most depressing time in eve ever, I'm unable to play.. dont have the motivation to play and my livelihood gone.
Simply saying "I'm sorry for the delay" doesn't come anywhere near a satisfactory response. |
RubyPorto
Profoundly Disturbed RED.Legion
1198
|
Posted - 2012.01.12 11:41:00 -
[43] - Quote
Morganta wrote:ariana ailith wrote:It appears that you need more GM's.
I'm looking for a job... Yes i'm very serious.
you want entry level work at a company that just fired 20% of their staff due to economic concerns? That does not seem particularly smart
Don't forget, they pay you in Icelandic Kroner as an added benefit.
http://en.wikipedia.org/wiki/2008%E2%80%932011_Icelandic_financial_crisis |
Othran
Brutor Tribe Minmatar Republic
133
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Posted - 2012.01.12 11:47:00 -
[44] - Quote
They pay foreign staff in Euros - or at least that's what they took a bank loan out to do anyway.
The state of Euroland though, might not be much difference
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Belidos Goveko
Caldari Provisions Caldari State
19
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Posted - 2012.01.12 12:29:00 -
[45] - Quote
Ai Shun wrote:Belidos Goveko wrote:Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that! Funcom. Age of Conan. Support. Those words do not belong together in a sentence.
Tell that to the 14 second response with 7 minute overall completion time i received |
Cyzlaki
Interstellar eXodus BricK sQuAD.
183
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Posted - 2012.01.12 12:30:00 -
[46] - Quote
CCP Guard wrote:The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.
Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.
Do you know if this includes the store, do they take care of that too? I've been waiting over a week for a paypal payment to process with no reply from anyone about it |
ITTigerClawIK
Galactic Rangers Galactic-Rangers
63
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Posted - 2012.01.12 12:32:00 -
[47] - Quote
Belidos Goveko wrote:ITTigerClawIK wrote:Back in my day we used to get a response to our petitions in under an hour.
God i feel old after saying that. :( Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that!
age of conan does not constitue a REAL MMO |
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CCP Guard
C C P C C P Alliance
1579
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Posted - 2012.01.12 13:15:00 -
[48] - Quote
Cyzlaki wrote:CCP Guard wrote:The number of petitions in the overall queue is going down steadily and the GMs are working hard to keep the momentum going (I can see them from where I sit and those keyboards are being put to the test). The queue has shrunk by half since last week and should be under control in the next few days. Before and during the holidays we even had some devs who used to be GMs (D.W.U.T.B.G) coming in after hours and crunching replies well into the evening in some cases.
Our apologies to everyone who's had to wait for a reply to their issue due to this spike in reply times.
Do you know if this includes the store, do they take care of that too? I've been waiting over a week for a paypal payment to process with no reply from anyone about it
A segment of customer support handles requests related to the store while it's going through a transition period following the recent restructuring. CCP Guard | EVE Community Developer |
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Rhinanna
CyberShield Inc ROMANIAN-LEGION
99
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Posted - 2012.01.12 14:01:00 -
[49] - Quote
Belidos Goveko wrote:ITTigerClawIK wrote:Back in my day we used to get a response to our petitions in under an hour.
God i feel old after saying that. :( Managed to get a response to my ticket in 14 seconds with Funcom support on Age of Conana yesterday, problem was fixed in under 7 minutes... Beat that!
It does help when you are the only person still playing ;) -The sword is only as sharp as the one who wields it! Other names: Drenzul (WoT, WoW, Lineage 2, WarH, BloodBowl, BSG, SC2 and lots more)-á |
Rhinanna
CyberShield Inc ROMANIAN-LEGION
99
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Posted - 2012.01.12 14:03:00 -
[50] - Quote
The Snowman wrote:You've already fixed the bug which has caused ALL my stuff to disapear.
But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.
in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed.
LOL, yeah a bug honest.
Sounds like your account got hacked here.
You might want to consider that they have to investigate cases of hacking, then trace the characters it went to, then return the stuff to you. Otherwise I'd just make alt accounts, 'hack' my main account, spread the money around to make it hard to trace then double my cash ;) -The sword is only as sharp as the one who wields it! Other names: Drenzul (WoT, WoW, Lineage 2, WarH, BloodBowl, BSG, SC2 and lots more)-á |
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Ranger 1
Ranger Corp
861
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Posted - 2012.01.12 15:03:00 -
[51] - Quote
Ai Shun wrote:Ranger 1 wrote:Jacob cirth wrote:GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind. The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it. I don't see an inappropriate joke being made in his statement. What part of his apology and explanation did you not get? Common courtesy, can you spell it... The comment about Support Overmind. But I think Jacob needs to lighten up or go back to Bella.
Hell, it's Iceland... they probably DO call it Support Overmind.
Even if they don't, it's hardly inappropriate or dismissive of the issue.
Some people seem to think $15 a month means people need to kiss your ass. That kind of money should mean a person receives good service, but he's going to have to jump up to a whole 'nother level to get the "yes sir, no sir" level of service he apparently expects. Revenge should not stop at the ship!
It's not so much a mission statement,-áit's more like a family motto. |
Utremi Fasolasi
La Dolce Vita
39
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Posted - 2012.01.12 19:42:00 -
[52] - Quote
Jacob cirth wrote:GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind. The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it.
Is 50-ó a day really "premium" to you? (less, more like 40 cents and less if you pay quarterly or yearly.) It probably costs CCP more than that just for the time and overhead to *read* a single petition.
A person working for relatively low wages at $10 an hour, earns 50 cents in about 3-4 mins on the clock.
How much entitlement do you think 50 cents a day really buys you, as an individual, in the greater scheme of things? (Assuming you even pay money rather than PLEX your account, or have parents that pay for you, so it's someone else's 50 cents a day.)
For comparison that helps me keep perspective, my daily espresso + milk habit costs more than 20x a day what I pay for EVE. I expect a lot more from my coffee frankly for the much higher price I pay for it.
What is premium is the amount of enjoyment I get from EVE which is far multiplied over and beyond the mere 50 cents a day I invest in it.
So, yeah customer service is important and all, but is 50 cents day worth getting an embolism over?
Relax and remember it's supposed to be recreation and fun.. a privilege much of the world doesn't have while they try to avoid stepping on buried mines, running from warlords, getting battery acid tossed in their face for going to school, and worse.
I mean seriously.. #firstworldproblems much ...
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Jaffari Sin
0
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Posted - 2012.01.12 20:19:00 -
[53] - Quote
Utremi Fasolasi wrote:Jacob cirth wrote:GM Spiral wrote:Customer support has been in a bit of a rough spot following the holidays and we are working as hard as we can to get things under proper control again. Ten days is not a service level we wish to establish as normal and this has been brought to the attention of the Support Overmind. The OP points out an unacceptably long waiting time for basic customer service, and your response is to make a vague joke? We're paying for a premium service, and you need to act like it. Is 50-ó a day really "premium" to you? (less, more like 40 cents and less if you pay quarterly or yearly.) It probably costs CCP more than that just for the time and overhead to *read* a single petition. A person working for relatively low wages at $10 an hour, earns 50 cents in about 3-4 mins on the clock. How much entitlement do you think 50 cents a day really buys you, as an individual, in the greater scheme of things? (Assuming you even pay money rather than PLEX your account, or have parents that pay for you, so it's someone else's 50 cents a day.) For comparison that helps me keep perspective, my daily espresso + milk habit costs more than 20x a day what I pay for EVE. I expect a lot more from my coffee frankly for the much higher price I pay for it. What is premium is the amount of enjoyment I get from EVE which is far multiplied over and beyond the mere 50 cents a day I invest in it. So, yeah customer service is important and all, but is 50 cents day worth getting an embolism over? Relax and remember it's supposed to be recreation and fun.. a privilege much of the world doesn't have while they try to avoid stepping on buried mines, running from warlords, getting battery acid tossed in their face for going to school, and worse. I mean seriously.. #firstworldproblems much ...
Well stated +1
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Velicitia
Open Designs
449
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Posted - 2012.01.12 20:33:00 -
[54] - Quote
Jaffari Sin wrote:Utremi Fasolasi wrote:(stuff) Well stated +1
Indeed. Are we still on the EVE-O forums? |
Petrus Blackshell
Rifterlings
223
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Posted - 2012.01.12 20:41:00 -
[55] - Quote
Velicitia wrote:Jaffari Sin wrote:Utremi Fasolasi wrote:(stuff) Well stated +1 Indeed. Are we still on the EVE-O forums? Nope, you're now on the WoW forums. |
RubyPorto
Profoundly Disturbed RED.Legion
1200
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Posted - 2012.01.13 00:16:00 -
[56] - Quote
Petrus Blackshell wrote:Velicitia wrote:Jaffari Sin wrote:Utremi Fasolasi wrote:(stuff) Well stated +1 Indeed. Are we still on the EVE-O forums? Nope, you're now on the WoW forums.
So I've been having this problem with Wiping on a... instance?
I'm not familiar enough with the terminology to successfully make jokes. |
X ATM092
The Hatchery Team Liquid
8
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Posted - 2012.01.13 10:38:00 -
[57] - Quote
Rhinanna wrote:The Snowman wrote:You've already fixed the bug which has caused ALL my stuff to disapear.
But for me its now been 7 days since my petition..... There isnt very much I can do in Eve without my stuff, I could buy some stuff back... but would you refund the ISK I spent on buying stuff? Doubt it... will you compensate me for game time lost because of it too?... doubt it.
in my 7 years of playing eve... of playing any mmo for that matter, this is the most disgusting performance Ive ever witnessed. LOL, yeah a bug honest. Sounds like your account got hacked here. You might want to consider that they have to investigate cases of hacking, then trace the characters it went to, then return the stuff to you. Otherwise I'd just make alt accounts, 'hack' my main account, spread the money around to make it hard to trace then double my cash ;) It's a recognised bug. There are multiple topics in the issues forum detailing it and how to replicate it. Basically as far as I understand it, whenever you assembled and repackaged a container it made a new unique container window. You could put items in a container which had already been repackaged so they existed in a container but the container you'd need to click on to open it and find them inside no longer exists. Instead in its place there is a new container which happens to be the old container. It swallowed about 10b of mine over a week ago and I've been struggling to trade since. |
Vaerah Vahrokha
Vahrokh Consulting
116
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Posted - 2012.01.13 10:53:00 -
[58] - Quote
Still waiting on my Jan 2 petition... |
Vaerah Vahrokha
Vahrokh Consulting
116
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Posted - 2012.01.13 10:54:00 -
[59] - Quote
Still waiting on my Jan 2 petition...
This is definitely the worst forum software I EVER had to deal with in 16 years of posting. |
The Snowman
Aliastra Gallente Federation
21
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Posted - 2012.01.13 12:48:00 -
[60] - Quote
My concern is now that my petition wont be answered before my account subscription is over.
What happens then? Am I forced to re-subscribe just to get my stuff back? |
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