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Petition response times

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Axium Cog
Grand Solar Trinity
Grand Inquisitors Federation
#61 - 2012-06-01 07:44:21 UTC
I just want to step in here and say, ive filed 6 petitions in my eve career and every single one has been responded to within 12 hours of submitting it. I have no complaints.
Alison McCarty
Kenter Production Inc.
#62 - 2012-06-01 08:26:22 UTC
I created a petition because of the network issue on 30.05. still no answer and response.
Sorry CCP but this is unacceptable. your so called customer service is just not there !

this issue with the response time exist since YEARS. just get more GM and fix this please.
Vaju Enki
Secular Wisdom
#63 - 2012-06-01 08:42:30 UTC
I need to take a dump, better open a petition in EvE Online.

Their is a reason why petitions take so long, must of them are trash. Some people come from other games and are used to creating "petitions" for everything that happens to them in game.


CCP should change the petition system. It should cost ISK to open a petition, and the value should increase exponentially to prevent petition abusers.

The Tears Must Flow
GM Homonoia
Game Master Retirement Home
#64 - 2012-06-01 09:20:07 UTC  |  Edited by: GM Homonoia
First of all, let me apologize for the petition reply times at the moment. Currently we are working under a very heavy load and we are hiring aggressively to compensate for this. Current wait times (as of this message) are as follows:

Oldest petition without a reply in Billing: 2012.05.31 18:41:00
Oldest petition without a reply in Game Play: 2012.05.24 15:21:00
Oldest petition without a reply in Technical:2012.05.29 15:11:00
Number of petitions awaiting a GM answer in Billing: 130
Number of petitions awaiting a GM answer in Game Play: 1646
Number of petitions awaiting a GM answer in Technical: 177

Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases.

@Elijah Bry'an Baudoin; you have no open, outstanding petitions, at least not filed from this character or any of your know aliases. The latest petition that was sent from any of your characters was resolved over a month ago. Of course, if you filed it from an unknown email address or a wildly different character I may have missed it in my (very brief) search through our database.

Senior GM Homonoia | Info Group | Senior Game Master
Theon Togenada
Doomheim
#65 - 2012-06-01 10:34:57 UTC
Alison McCarty wrote:
I created a petition because of the network issue on 30.05. still no answer and response.
Sorry CCP but this is unacceptable. your so called customer service is just not there !

this issue with the response time exist since YEARS. just get more GM and fix this please.



It hasn't even been three days and you are whining... maybe the problem is with you, and not the GMs.
Luis Graca
#66 - 2012-06-01 10:40:57 UTC
This threat just make me remember when people had to put a skill of at least 7 days before expansions, and how long the petitions would take to be answered. sometime even after weeks the bugs were there. On this department i really have to congratulate CCP due to the huge improvement
silens vesica
Corsair Cartel
#67 - 2012-06-01 15:15:16 UTC
Anecdotal observation:

Can't say as any play-critical pettion I've ever filed has languished more than two hours. Most, in fact, have been handled well within one hour.

If it's not play-critical, I don't much care if it takes a few days. But then, I've never had a NON-critical petition last more than two days.

Tell someone you love them today, because life is short. But scream it at them in Esperanto, because life is also terrifying and confusing.

Didn't vote? Then you voted for NulBloc
RubyPorto
RubysRhymes
#68 - 2012-06-01 20:34:17 UTC
GM Homonoia wrote:

@Elijah Bry'an Baudoin; you have no open, outstanding petitions, at least not filed from this character or any of your know aliases. The latest petition that was sent from any of your characters was resolved over a month ago. Of course, if you filed it from an unknown email address or a wildly different character I may have missed it in my (very brief) search through our database.


GM Homonoia, Best Homonoia. Thanks for the queue update.

@OP: So, what did you petition about again? If you don't have an open petition, why try to cause trouble. If you do have an open petition, Post with your Main.

"It's easy to speak for the silent majority. They rarely object to what you put into their mouths." -Abrazzar "the risk of having your day ruined by other people is the cornerstone with which EVE was built" -CCP Solomon
Elijah Bry'an Baudoin
EVE Exchange
#69 - 2012-06-02 11:31:37 UTC
GM Homonoia wrote:
@Elijah Bry'an Baudoin; you have no open, outstanding petitions, at least not filed from this character or any of your know aliases. The latest petition that was sent from any of your characters was resolved over a month ago. Of course, if you filed it from an unknown email address or a wildly different character I may have missed it in my (very brief) search through our database.
Thank you for your response GM Homonoia.

Interesting as the petition in question was sent from the email address this account is associated with.

So the open petition that hasn't existed for ten days was actually replied to an hour or so after this post. Just a further example that there just seems to be some disconnect between support and the customer. I'm not sure how the process works but it seems to have some quirks and I'm not entirely confident in it.

And again it was not a resolution, but merely scant details being played back. No detail, no analysis, no information in moving to a correction of the error.

I appreciate the efforts of the individuals in working in support at CCP but I can not help but feel they are operating in an environment where the the only reward is more work. One where a quality outcome beyond the cookie cutter is unlikely.

I await further developments with interest.
Elijah Bry'an Baudoin
EVE Exchange
#70 - 2012-06-03 21:06:44 UTC
More time has passed, still no information on a fix into the 13th day.
RubyPorto
RubysRhymes
#71 - 2012-06-03 21:08:46 UTC
Elijah Bry'an Baudoin wrote:
More time has passed, still no information on a fix into the 13th day.


What is the issue? Maybe we forumgoers can help.

"It's easy to speak for the silent majority. They rarely object to what you put into their mouths." -Abrazzar "the risk of having your day ruined by other people is the cornerstone with which EVE was built" -CCP Solomon
Cutter Isaacson
DEDSEC SAN FRANCISCO
#72 - 2012-06-03 21:16:08 UTC
Alison McCarty wrote:
I created a petition because of the network issue on 30.05. still no answer and response.
Sorry CCP but this is unacceptable. your so called customer service is just not there !

this issue with the response time exist since YEARS. just get more GM and fix this please.


You did read this thread right? Including the CCP responses? No? I waited 5 days just for an initial response to my petition, so you have at least a few days to go yet before you even come close to having the right to get your panties all in a bunch.

"The truth is usually just an excuse for a lack of imagination." Elim Garak.
Zelda Wei
New Horizon Trade Exchange
#73 - 2012-06-04 19:29:30 UTC

3-4 Weeks unless you have a Goon GM on IRC