Suggestion on how to rate EVE online so as to be fair to both CCP and new players interested in this

drago_8_8 · January 2006

I have a very bad experience with EVE online and it is a bad starting for the new year.

I applied for an account and paid $19.95 for the initial subscription on 1/1/06. However, I'm unable to log into the game and forum with my account though I'm able to log into my profile. Raise a help through the customer service but got no reply pertaining to my issue. (I understand that they are having too many issues raised with the Rising moon expansion, but my problem is play critical.) Try to get help through the forum but unable to log in thus unable to post new thread.

Today is 4th January, 4th day since my subscription and I still have not got a reply to the issue I have encountered.

Wondering how CCP got so high value for customer service? To me, it shall be rated 0.

So now, how shall I rate EVE online as I'm unable to log in and thus unable to know about it's graphic/gameplay/community etc.

Regards

NKL

Elnator · January 2006

Have you bothered asking on the tech support forum on the website? Generally you'll get an answer pretty quickly.

VortecsOcUK · January 2006

Elnator,

I don't think he can from reading his post he is unable to sign on to the forums to be able to post on there.

drago_8_8,

if you are prepared to let me have your Account Name I will raise a fault report with customer services, you can mail it to me at vortecs AT oc-ps.co.uk.

Elnator · January 2006

Originally posted by VortecsOcUK
Elnator, I don't think he can from reading his post he is unable to sign on to the forums to be able to post on there.drago_8_8, if you are prepared to let me have your Account Name I will raise a fault report with customer services, you can mail it to me at vortecs AT oc-ps.co.uk.

AHH I see that now... I saw he was able to log into his profile and thought he could log into the forums... missed where he said he can't get on the forums either...

drago_8_8 · January 2006

Hi Elnator,

What VortecsOcUk says is right. I have thought of the forum when I did not receive any help from the customer support but not allowed to post new thread as unable to log in. Can't think of any more avenues of help so can just wait.

Anyway, I don't think I will play EVE-online. It has already destroyed any confidence I have of CCP. However, I'm interested in how they deal with this issue and are they genuinely interested in protecting the rights of the players. (Thus giving them a less biased rating)

FYI, the reference number of my customer support is 060101-000491.

Thanks

NKL

fizzle322 · January 2006

[quote]Originally posted by drago_8_8
[b]I applied for an account and paid $19.95 for the initial subscription on 1/1/06.

Today is 4th January, 4th day since my subscription and I still have not got a reply[/quote]

1/1/06 is tommorrow.

You have your dates mixed up, and probably other information also.

Go to eve-online.com, on the left side under "Eve Support" is a link to "Ask a Question."

When you get the automated e-mail from them, READ IT CAREFULLY. Sometimes, they ask you to reply to the automated e-mail, and if you don't reply they just assume your problem went away.

So far, every time I have contacted Eve Support, they have been excellent.

drago_8_8 · January 2006

Hi Fizzle322,

I did not get my date mixed up. The date I used appeared on the date stamped for the messages I sent to CCP. If I got it mixed up, then CCP also got their mixed up.

My 2 cents worth of thoughts, I know that most of you are supporters of EVE-online, but please be fair to potential players by putting in relevant information and not hiding any problems. For me, support from customer service is very important.

This is a case that I feel will happen if I'm able to log in to EVE-online and it happened to me. Somewhat, my avatar got trapped in a location and is unable to move. (Such things happened in other MMORPG before and the good thing is that after you raised a bug report, withing 15 minutes, a GM will TP you to a bugless place as this is a play critical issue. They understand that we are there to have fun) I raised a bug report. I waited for 5 days and still did not get a reply. Remember that this case is purely fiction.

Regarding where to send the message, I post the message they have sent me and please advise accordingly. I did not see any clear message directly me to any person/sites for my problem and if they don't read the questions in the ask a question section, what for do they ever ask us to post a question to them?

PS : I purposely pasted the date there to show that I did not get my date mixed up. It is CCP if that's the case. Btw, my time zone is GMT+8 and I recall CCP asking me for it. Thus probably they have already calculated for me.

__________________________________________________________

Auto-response 01/01/2006 05:26 AM

Hi

Your support incident has been registered with the reference number 060101-000491. Please go to your personal support section on http://support.eve-online.com/cgi-bin/eve_online.cfg/php/enduser/acct_login.phpwhere you can follow your case.

Please use the following user Id and password when logging into the support site to read replies or update your incident:
User:
Password:

Thank you for contacting us.
EVE ONLINE Customer Support Team

Response ([GM]Wyrm)

01/02/2006 04:24 PM

Dear Customer,

Following the recent Red Moon Rising addition to EVE Online we have been facing many game issues, as well as server problems. The result of this is that our incident backlog has now grown to the point where we are unable to keep up with it. Many of these issues have already been fixed and/or are no longer relevant.

For this reason, we are forced to send you this message asking you if your case still needs our attention.

If so, please accept our sincere apologies for the inconvenience. All you need to do then is update your incident and we will help you as quickly as we are able to. If you have multiple incidents, please update only one, as filing multiple cases only slows down our response time and lowers our service level.

Before you update your incident though, there are a few things we would like to point out before proceeding further:

1) If you are/were experiencing a minor bug of some sort, we would like to point out that numerous fixes have been deployed since you filed your petition and small patches and server side fixes will continue to be deployed in the following days and weeks. Hopefully your bug has either been fixed or will be soon.

2) If your petition was asking about a new feature in Red Moon Rising, we would like to ask you to make sure to read the patch notes carefully: http://myeve.eve-online.com/updates/patchnotes.asp - The patch notes include links to many forum threads or dev blogs where features are explained more detail. It might also be a good idea to look in the Knowledgebase on support.eve-online.com or ask on the forums.

3) If you are merely reporting a bug, rather than trying to get rectified the results of it, we point to the bug reporting tool found here: http://bugs.eve-online.com/newbugreport.asp

4) If your question is on game design matters, such as an item that was nerfed, then the support team can unfortunately not help you. The best way to reach the game design team is through the Features and Ideas Discussion section on the forum: http://myeve.eve-online.com/ingameboard.asp?a=channel&channelID=3523

5) Last but not least. If your question was about the condition of the server, lag, stuck issues etc, then we are currently doing everything we possibly can to reduce the lag and improve the server performance. One of the things we are working on now is to upgrade the whole cluster to AMD 64-bit IBM Blade servers. You can read all about what we are doing to improve server performance in a recent dev blog by Hellmar: http://myeve.eve-online.com/devblog.asp?a=blog&bid=299

If your problem cannot be solved by any of the aforementioned means, please update your incident and we will help you out as soon as we can.

Best Regards,
The EVE Online Support Team

So where shall I send to?

1. Mine is not a minor bug and is not resolved thus statement 1 is out for me.

2. Mine is not asking about new features thus statement 2 is out for me too.

3. I'm trying to get my issues settled thus statement 3 is also out for me.

4. My issue is not about game design issue so statement 4 is also out for me.

5. I dunno if my issue is because of the server lag or not but I just cannot log in. Thus I don't think I statement 5 is also for me.

Btw, I have also reply to the message saying that my issue is not resolved yet. Until now, still no reply.

Please advise Fizzle.

Btw, I trust your words Fizzle and you get near prompt replies from the support. So does it means that the money I paid is less than you Fizzle? Or that CCP only value you and not me? If not, why is it that you get prompt or near prompt replies whereas I get none?

Regards

NKL

drago_8_8 · January 2006

Hi everybody,

Btw, I still have not gotten any replies on how to rate EVE-online. If nobody give me a reasonable and acceptable way to rate EVE-online so as to be less biased, I will do it my way which is very biased and probably will get the rating of EVE-online down by a lot.

Thanks

Regards

NKL

binjuice · January 2006

What do you mean by rate? As in scoring the game out of Ten, writing a review or just trying to give a mixture of both, after by-passing said delemar(sp?)?

drago_8_8 · January 2006

Originally posted by binjuice

What do you mean by rate? As in scoring the game out of Ten, writing a review or just trying to give a mixture of both, after by-passing said delemar(sp?)?

Hi everybody,

The review part is easy. I just write the fact - what had happened and let the readers judge for themselves. The hard part is the scoring. I'm unable to log in so how shall I go about scoring the game. Thus I will give 0 to all features except value which I will give 10. If the game is so worthless, I will not even bothered to try it. As I had not tried it, it will still be living within my expectation thus I will give it a value of 10.

Btw, VortecsOcUk, had you asked the technical support in game regarding my account? (I had emailed you my account name few days ago) Did you receive any replies? If so, what are the replies?

Thanks

Regards

NKL

fizzle322 · January 2006

Drago,

As you see in the e-mail they want you to REPLY to the e-mail if you are still having a problem.

I had a billing problem a few days ago, I clicked "Ask a Question", described my problem, they sent me e-mail just like yours.

I replied "No, I have a different problem" and they mailed me back the next day with a solution to my problem.

If they have not replied to you, then I would reply again "Hey any update on this problem?"

Don't be a sucker. You're a customer, demand satisfaction. Even if you leave eve-online, ask for your money back if you can't play, and if you decide to stick around, ask to be reimbursed for the time you could not play.

Ask nicely first, but if you don't get satisfaction, be more aggressive, demand answers.

"Hi, I can't play the game, can I get some help please? This is my account name, I can't login." You should get at LEAST "we are looking into it" in 24 hours on a business day.

EO customer service is EXCELLENT. Just keep making contact, they will make you happy I promise.

I will e-mail one of the devs and show him this web page.

Stay or go, but demand your rights.

scaramoosh · January 2006

Drago read the accounts hacked page

Dont think anyone can login tbh

drago_8_8 · January 2006

Hi Fizzle,

I did reply to the message and how am I to communicate my thoughts if they did not communicate with me? Imagine the feeling of talking to a wall. That's how I feel. I feel stupid to keep posting questions when I get no replies.

Regards

NKL

drago_8_8 · January 2006

Originally posted by scaramoosh

Drago read the accounts hacked page

Dont think anyone can login tbh

Hi Scaramoosh,

I dunno what you meant by accounts hacked page? Are you suggesting that I'm using a hacked account? If so, why did CCP give me a hacked account and had deducted the money from my credit card?

Also, can you please enlightened me on what is tbh?

Thanks

NKL

drago_8_8 · January 2006

Originally posted by scaramoosh

Drago read the accounts hacked page

Dont think anyone can login tbh

Hi Scaramoosh,

I dunno what you meant by accounts hacked page? Are you suggesting that I'm using a hacked account? If so, why did CCP give me a hacked account and had deducted the money from my credit card?

Also, can you please enlightened me on what is tbh?

Thanks

NKL

hulons1 · January 2006

No, eve was hacked today(1/6/06) and many passwords were reset by CCP.

Mine was one of them and 14 hours later I'm still unable to login.

drago_8_8 · January 2006

Hi Hulon,

I see what you meant. Thanks for informing me about that. Guess have to reinstall EVE-online client again. Still, I dun think that is a good excuse for CCP not to reply to any questions posted.

Thanks

NKL

drago_8_8 · January 2006

Hi Hulons1,

Sorry to disturb you again. But I'm unable to find the Account Hacked page. Do you mind posting the URL? Also, I'm wondering if CCP reset our password, shalln't them have the courtesy to email us regarding the reset and why they do so? (As I did not receive any email. )

Thanks

Regards

NKL

hulons1 · January 2006

You don't have to reinstall. they are fixing it. There is not an accounts hacked page as there were only 57 accounts involved. The Eve server was hacked not your account. The link is to the Eve boards:

http://myeve.eve-online.com/ingameboard.asp?a=topic&threadID=274863

Things are pretty much back to normal, I'm just one of the unlucky ones that's taking a little longer to get straighened out.

drago_8_8 · January 2006

OIC, thanks Hulons1

Regards

NKL

fizzle322 · January 2006

I would definitely keep knockin on that door.

Call the CC company and tell them you were defrauded, that will light a fire under someone's ass.

If that was me I would be e-mailing them every single day and using any means to interfere with their business until they talked to me.

Maybe try a different e-mail address, maybe they don't get your messages.

drago_8_8 · January 2006

Hi Fizzle,

Thanks for the suggestion. However, I'm not living in Iceland thus it's not worthwhile for me to call CCP just to get US$20 back. (The phone bills will cost at least half that amount and maybe even more.)

However, I will like to request that you kindly direct the support crews of EVE-online to this web site and keep me updated as to whether you managed to get hold of them and their replies.

Thanks

Regards

NKL

------------------------------------------------------------------------------------------

I guess that I have to change the community score to at least 8 as I'm sure that you guys/gals are part of EVE-online community and THANKS for all the helps you offered me. Sadly, those who are paid are not doing their jobs and those who pays had to do it for them.

kyraza · January 2006

Seem like a tornado in a glass of water.

Over the years I played Eve, I always got a reply pretty fast, be it billing, general question or bugs.

If they ask you to reply to an email, just do it.

If you have a problem that prevent you from logging for 10 days at the start, they will change the end for 10 more days so you don't lose any of that hard earned cash of yours. They already did it. Even given days to the whole player base losing thousand of $.

Just find a support email and do what is needed. Using the proper channel is always good, since there are hundred of other peoples with problems, it's better to be nice in the line.

fizzle322 · January 2006

Make a new trouble ticket with CCP.

I get the feeling there is more to this story so I will quietly bow out.

When you login to the Eve site, does it accept your password or not? If not, have it send the password to your e-mail.

Can you see your billing and account information? Is the information correct?

Under "Subscription Details" you should see $19.95 billed and the subscription status should read "active" or it will tell you what date your subscription expired.

drago_8_8 · January 2006

Originally posted by kyraza

Seem like a tornado in a glass of water.
Over the years I played Eve, I always got a reply pretty fast, be it billing, general question or bugs.
If they ask you to reply to an email, just do it.
If you have a problem that prevent you from logging for 10 days at the start, they will change the end for 10 more days so you don't lose any of that hard earned cash of yours. They already did it. Even given days to the whole player base losing thousand of $.
Just find a support email and do what is needed. Using the proper channel is always good, since there are hundred of other peoples with problems, it's better to be nice in the line.

I had replied to the message (the second message and it is them who did not reply back) The monetary portion is not a big issue, it's how they treated the customer and they resolve issues that matters.

Anyway, forget it. Seems that they don't bother to do anything and I just leave my remarks and rating. I had already done my part and since CCP crews are not interested, so be it.

Sorry guys/gals that I had to bring the ratings that you all tried so hard to keep at such high scores down. If they just bother to communicate and things will not gone so bad. We are all reasonable persons.

Sorry

NKL

drago_8_8 · January 2006

Originally posted by fizzle322

Make a new trouble ticket with CCP.
I get the feeling there is more to this story so I will quietly bow out.
When you login to the Eve site, does it accept your password or not? If not, have it send the password to your e-mail.
Can you see your billing and account information? Is the information correct?
Under "Subscription Details" you should see $19.95 billed and the subscription status should read "active" or it will tell you what date your subscription expired.

My subscription expires on 31/1/06. I can log in to my profile.

Anyway, I had many things to do than other than getting CCP to communicate.

So, I will just leave my ratings and remarks and let leave EVE-online and any games released by CCP forever.

Thanks

NKL

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Suggestion on how to rate EVE online so as to be fair to both CCP and new players interested in this

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