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Reader Comments (10)

Posted: Apr 29th 2011 6:43PM Halldorr said

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Loved both of their videos! CCP looks like an amazing place to work!

Posted: Apr 29th 2011 7:28PM (Unverified) said

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Does CCP Guard still kick puppies?

Posted: Apr 29th 2011 8:01PM Irem said

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I am in love with that song.

Posted: Apr 30th 2011 10:26AM Bedazzled said

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"A lot of players don't realise they can escalate a petition if they believe the current GM isn't handling their cases correctly."

A lot of GM's don't realise that the players can ask for the petition to be escalated and will activley stop this from happening.

Posted: Apr 30th 2011 11:05AM Brendan Drain said

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@Bedazzled A GM is required to exhaust all options he can think of to resolve your issue before he's allowed to escalate, but he's not allowed to deny escalation under conditions that it would be normally permitted. For example, if the GM asks you to clear your cache and you refuse and ask for escalation to a Senior GM, you're not entitled to it because you haven't exhausted all the options the normal GM has offered.

Escalation isn't a short-cut to a good GM, it's a system designed for players for whom the normal GM is not able to help. For example, I petitioned an exploit and ship reimbursement once that the normal GM couldn't confirm based on the server logs. Under that condition, I asked for a senior GM to review the case as he may have been better equipped to find evidence of the exploit in the logs. As it turned out, he did find the problem and resolved the issue. If you've given the first GM all the information he's asked for and tried all the things he's suggested, he is (as far as I am aware) obliged to escalate on request.

More information can be found in the support article on escalation here: http://support.eveonline.com/Pages/KB/Article.aspx?id=29
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Posted: May 1st 2011 9:24AM Bedazzled said

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@Brendan Drain

Yes that's nice but no. You see when the node you're on goes tits up to the degree that CCP Atlas appears in local apologizing for that happening you expect that event to imply to a degree that the reimbursement petitions should be green lighted.

You don't expect the non-senior GM your petition has landed at to and I'm paraphrasing tell you that "there is no lag in EVE, there were no node issues." Was CCP Atlas ever contacted to confirm the screenshots of him talking in local were real? Not to my knowledge. Were the ships reimbursed? No. Was my petition escalated to a senior GM? No. Were the escalation requests ignored? YES.

What else could we do other than tell the guy/girl "Go ask CCP Atlas if you want proof this event took place"?
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Posted: May 1st 2011 9:41AM Bedazzled said

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@Brendan Drain

A second encounter with the gm team for you. Remember the refactoring of the UI code last year? A lot of people discovered an interesting bug. Sort market by price (lowest first) buy something market refreshes and sorts by price (highest first). A lot of us got taken for a lot of ISK falling for that one. I offered to supply YouTube videos of it happening, client logs, etc.

The GM finally answered and again I'm paraphrasing "There are no bugs in EVE". I asked, politely, if there were no bugs why we were up to "optional" patch #8 and all of the notes for them were dealing with UI glitches caused by the refactored code (one patch of which was to specifically fix the glitch that had got us) and perhaps it should be escalated for a more experienced opinion. My petition was closed.

I wasn't a cynical and jaded player before those two events, I am very much so now. CCP do themselves very little favours when it comes to interacting with the customers.
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Posted: Apr 30th 2011 11:18AM Bramen said

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OH SNAP!! It's the TECNO VIKING!

Posted: May 1st 2011 8:00AM Xilmar said

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Actually have the first 23 seconds or so of HTFU as my ringtone. One of the best drunken discoveries of early 2010.

It's fairly entertaining to hear "harden the f**k up" coming from my phone on a crowded bus or at a shop queue.

Posted: May 1st 2011 1:56PM (Unverified) said

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"Customer Support operates as a bit of a hive mind with emails and questions free-flowing constantly"

Did GM Guard just admit to being Master Kuvakei? Should we be wary?
EVE Online: CDIA Files: Sansha Incursions [http://youtu.be/nJKcK-Fv80I]

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