The latest EVE Online dev blog comes from GM Zhainius, who writes about customer support at CCP Games. Over the 5 years EVE Online has been running, the GM staff has answered millions of petitions in addition to writing articles and guides. But their work is typically in the background; it's the devs that really get the attention. GM Zhainius felt like writing to clarify the inner workings of CCP Games in terms of customer support, and to give players a clearer picture of what happens when they file a petition.
GM Zhainius dispels rumors that Game Masters at CCP are volunteers. They're all paid employees, some of whom have been doing their job for years. He also cites a low turnover among CCP's GM staff; in fact, a number of them have been with EVE before the game even launched. The GMs work from four locations worldwide: Reykjavik, Atlanta, Düsseldorf, and Shanghai. He lays out the company's entire customer support structure and the groups or 'cells' the support team is divided into. The EVE dev blog is an interesting look behind-the-scenes into how CCP customer support is handled, and whether or not you're a satisfied customer, it's always good to know that at least someone is reading those ship reimbursement petitions.