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Petitions - some kind of lame joke?

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Minta Contha
Emergent Entity
#21 - 2012-04-17 09:44:43 UTC
Every petition I have sent has received a response within 48 hours, which I think is pretty good. This includes ones about game mechanic issues, player behaviour and connection issues.

My cooking is like my lovemaking - fast, greasy, and unsatisfying.
Vaal Erit
Science and Trade Institute
Caldari State
#22 - 2012-04-17 09:48:08 UTC
What do you attribute this surge of petitions to? Normally petitions skyrocket around the time of new expansion releases but this should be a relatively peaceful time for the petition queue. You have 4-5 weeks before Inferno is released and you get an avalanche of new petitions, what is being done in order to give your customers service in a reasonable time?

Perhaps you should "escalate" your situation with your bosses, as posting a we're hiring thread doesn't really help.
GM Homonoia
Game Master Retirement Home
#23 - 2012-04-17 09:52:56 UTC
Vaal Erit wrote:
What do you attribute this surge of petitions to? Normally petitions skyrocket around the time of new expansion releases but this should be a relatively peaceful time for the petition queue. You have 4-5 weeks before Inferno is released and you get an avalanche of new petitions, what is being done in order to give your customers service in a reasonable time?

Perhaps you should "escalate" your situation with your bosses, as posting a we're hiring thread doesn't really help.


There are simply a lot more of you these days. There are no specific issues causing this load except for more player activity, which is why we are hiring. Unfortunately hiring and training GMs is not a quick and easy task and a surge of player activity in the wake of last year is causing customer support some scaling issues. However, we have stabilized the current situation and are working on reducing our queues to more healthy levels.

Senior GM Homonoia | Info Group | Senior Game Master
malaire
#24 - 2012-04-17 09:53:38 UTC
Vaal Erit wrote:
What do you attribute this surge of petitions to?

Banned bots and RMT accounts?

New to EVE? Don't forget to read: The Manual * The Wiki * The Career Options * and everything else
GM Homonoia
Game Master Retirement Home
#25 - 2012-04-17 10:02:11 UTC
malaire wrote:
Vaal Erit wrote:
What do you attribute this surge of petitions to?

Banned bots and RMT accounts?


These are handled in their own, special little corner. They do impact waiting times somewhat, but not overly so. At the moment we have about 200 petitions that would fall into those categories. The biggest queue right now is the Game Play queue (2384 petitions requiring a GM reply) and these petitions range anywhere from reimbursement to game play questions and anything else you can think of that is game related.

Senior GM Homonoia | Info Group | Senior Game Master
Graic
Time Sync
#26 - 2012-05-02 23:06:25 UTC
Just as an update.

It took 13 days to get an initial reply to my Petition.

The GM asked me to provide information on what happened when I did x or y.

He asked for the exact information I provided in my initial request.
Fannie Maes
Doomheim
#27 - 2012-05-02 23:09:38 UTC  |  Edited by: Fannie Maes
GM Homonoia wrote:
First, let me apologize for the long waiting times that everyone is currently experiencing. We are aware of the problem and are working on resolving it. Unfortunately this may take a while and we have no solid ETA on when we will be able to get things properly back in line again.

To provide a bit of background information on how things are looking and why things are the way they are; here are some numbers.

A normal, healthy global queue has around 1500 petitions that are waiting for an answer from a GM; currently (as of this post) we have 3463 petitions in total that require the attention of a GM.

The oldest petition that has not yet received any reply in our Game Play queue was filed on 2012.04.05 20:06:00
The oldest petition that has not yet received any reply in our Billing queue was filed on 2012.04.14 15:43:00
The oldest petition that has not yet received any reply in our Technical queue was filed on 2012.04.13 21:31:00

Note that some special cases (hacking, bans, etc) may take longer and are not represented in the above mentioned queues.

We are working as fast as we can to get these numbers down and we are hiring to increase our GM work force. In the mean time we can only ask humbly for your patience.



Good to hear, but in the meantime can we get a personal GM that we can call on 24/7 like Goons have? I also want 10 minute responds times and solutions until you take care of this.

Thank you and regards.
/eve commoner.

PS: We also like a dev or 2 like they have, I also want my issues hotfixed same day I report them.
Vimsy Vortis
Shoulda Checked Local
Break-A-Wish Foundation
#28 - 2012-05-02 23:11:45 UTC
I find that the more I insult the GMs in my petition the longer it takes for the GMs to respond to it.
xxxTRUSTxxx
Galactic Rangers
#29 - 2012-05-02 23:19:18 UTC  |  Edited by: xxxTRUSTxxx
Graic wrote:
I'm fast beginning to think that the Petition system is just a CCP façade of care to discourage people from trying to get assistance to genuine in game issues.

Do they actually look at Petitions these days or just wait for people to give up 99% of the time?

I've Petitioned a couple of times and responses can be measured in weeks.

Resolution even longer - after jumping through multitudes of hoops that really didn't seem that necessary once the request might be resolved. I say might as they have only ever solved one issue and it was a ton of hassle.



i've had nothing but complete satisfaction and really helpful GM's with at least 98% of my petitions.
always friendly, always willing to go the extra bit to help out, always fair as far as they can be.

take a chill pill you are not the only one with a petition filed, i work in IT, clients always think you're sitting waiting for them alone, like you've been assigned to them only, and all you do is sit waiting on that one person to file a petition/call.

i'm not very fond of people who think,, i know, ***** not getting fixed fast enough, i'll shout and ***** like a fecker at them, it'll make them get that lazy ass of theirs in gear.

oh and i think i'll phone their boss while i'm at it, maybe i can even get them sacked.
like i said,, take a chill pill and wait in line like everyone else.
Spy 21
Doomheim
#30 - 2012-05-02 23:22:13 UTC
GM Homonoia wrote:
First, let me apologize for the long waiting times that everyone is currently experiencing. We are aware of the problem and are working on resolving it. Unfortunately this may take a while and we have no solid ETA on when we will be able to get things properly back in line again.

To provide a bit of background information on how things are looking and why things are the way they are; here are some numbers.

A normal, healthy global queue has around 1500 petitions that are waiting for an answer from a GM; currently (as of this post) we have 3463 petitions in total that require the attention of a GM.

The oldest petition that has not yet received any reply in our Game Play queue was filed on 2012.04.05 20:06:00
The oldest petition that has not yet received any reply in our Billing queue was filed on 2012.04.14 15:43:00
The oldest petition that has not yet received any reply in our Technical queue was filed on 2012.04.13 21:31:00

Note that some special cases (hacking, bans, etc) may take longer and are not represented in the above mentioned queues.

We are working as fast as we can to get these numbers down and we are hiring to increase our GM work force. In the mean time we can only ask humbly for your patience.


Thank you for the honest response and the willingness to acknowledge a problem in such a critical area.

I am truly impressed. +1

So much so that... I think I will forgo my usual 3 daily petitions about frivolous crap and hold off for about a week to allow yall to catch up. Will that be good?

S

Obfuscation for the WIN on page 3...
Enuen Ravenseye
Aliastra
Gallente Federation
#31 - 2012-05-02 23:24:50 UTC
GM Homonoia wrote:
we are hiring to increase our GM work force.


Does CCP allow teleworking????
xxxTRUSTxxx
Galactic Rangers
#32 - 2012-05-02 23:26:48 UTC
Spy 21 wrote:
I think I will forgo my usual 3 daily petitions about frivolous crap


but can't you only have 2 petitions open at any one time Roll
Graic
Time Sync
#33 - 2012-05-02 23:45:59 UTC
Vimsy Vortis wrote:
I find that the more I insult the GMs in my petition the longer it takes for the GMs to respond to it.
I have been nothing but polite in my petition.

This thread started out of frustration and is now just in update mode.

Basically it's becoming a self-fulling prophesy now as indicated in my OP.
xxxTRUSTxxx
Galactic Rangers
#34 - 2012-05-02 23:53:27 UTC
Graic wrote:
Vimsy Vortis wrote:
I find that the more I insult the GMs in my petition the longer it takes for the GMs to respond to it.
I have been nothing but polite in my petition.

This thread started out of frustration and is now just in update mode.

Basically it's becoming a self-fulling prophesy now as indicated in my OP.


you are not the only person with a petition open, it also depends on how it's effecting your game, if it's serious enough you get stuff sorted real quick, if it's hey some stuff is not showing in my items ( not so serious ) then don't hold your breath, it will be fixed sometime soon.TM
Oraac Ensor
#35 - 2012-05-03 11:03:00 UTC
I have made half a dozen or so petitions in the short time I've been playing and the response times have been what I would expect from the application of sensible priorities.
malaire
#36 - 2012-05-03 11:08:47 UTC  |  Edited by: malaire
xxxTRUSTxxx wrote:
Spy 21 wrote:
I think I will forgo my usual 3 daily petitions about frivolous crap


but can't you only have 2 petitions open at any one time Roll

... per account ...

New to EVE? Don't forget to read: The Manual * The Wiki * The Career Options * and everything else
Malcanis
Vanishing Point.
The Initiative.
#37 - 2012-05-03 11:57:06 UTC
Vimsy Vortis wrote:
I find that the more I insult the GMs in my petition the longer it takes for the GMs to respond to it.


Speaking as an ex-Customer Service Slave, I endorse this remark

Pissy, insulting, passive-aggressive, badly typed, over-long, incoherent requests get pushed to the back of the queue.

Polite, professional, succinct, clearly worded requests get dealt with quickly.

It's a simple fact of human nature.

"Just remember later that I warned against any change to jump ranges or fatigue. You earned whats coming."

Grath Telkin, 11.10.2016
Nick Bison
Bison Industrial Inc
#38 - 2012-05-03 13:41:04 UTC
GM Homonoia wrote:
... .


Quick question. Are the petition types weighted at all where one type get's looked at quicker than others?
Although I am sure the answer is yes, could you let us know what the priority is?

Mostly just curious ...

Nothing clever at this time.
ian papabear
No Regard.
#39 - 2012-05-03 15:27:51 UTC
Graic wrote:
I'm fast beginning to think that the Petition system is just a CCP façade of care to discourage people from trying to get assistance to genuine in game issues.

Do they actually look at Petitions these days or just wait for people to give up 99% of the time?

I've Petitioned a couple of times and responses can be measured in weeks.

Resolution even longer - after jumping through multitudes of hoops that really didn't seem that necessary once the request might be resolved. I say might as they have only ever solved one issue and it was a ton of hassle.



you gotta give them a break.

they go through tons and tons of petitions everyday trying to sort other people's issues in timely manners. Ive put in a couple petitions in my lifetime and all of which were responded to within several days some even within an hour. There is only one time where it took them a week to respond and that was when it was fanfest. All my serious issues were addressed accordingly and professionally. give them a break

.
Nick Bison
Bison Industrial Inc
#40 - 2012-05-03 17:10:25 UTC
Agreed, they do need a break, I am just curious as to the order things are looked at.
Knowing that would help us all better understand delays (perceived or real) .

Nothing clever at this time.
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