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Why we write support tickets at all?

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Alexsis L'ovro
New Eden Star Industry
#1 - 2014-02-16 22:49:29 UTC
Dear all

I write one petition already more then a week ago and I still have no response yet.
Well I don't remember when I have waited so long for the response from any company longer then that.
And not even a notice that someone will take over or any other notice.

Suport is everything!

I hope someone in charge to make this game better read this!!!
This is for other players, maybe newer then I m, which probably need help more then I do.

Tollen Gallen
Glory of Reprisal Enterprise
#2 - 2014-02-16 22:58:49 UTC
IB4 I like Bacon.





I like Cheese.

Zimmy Zeta - I f*cking love martinis. the original ones, with gin, not that vodka martini crap. Your old Friends can use me for 7 days, free!!!
Kaarous Aldurald
Black Hydra Consortium.
#3 - 2014-02-16 23:04:39 UTC
It really depends on what the topic of your ticket was about.

"Verily, I have often laughed at the weaklings who thought themselves good because they had no claws."

One of ours, ten of theirs.

Best Meltdown Ever.
Ninteen Seventy-Nine
Pator Tech School
Minmatar Republic
#4 - 2014-02-16 23:07:48 UTC
I'm sure they'll answer your "why can't I find neon pants in the aurum shop?" as soon as they can.

"The unending paradox is that we do learn through pain."
PotatoOverdose
Handsome Millionaire Playboys
Sedition.
#5 - 2014-02-16 23:14:12 UTC
The one time I had an actual issue, it was cleared up within two hours.

Honestly, I think they just prioritize things based on the severity of the issue, so if you pester them with something trivial or moronic you'll have to wait a good long while before you get a reply.
Alexsis L'ovro
New Eden Star Industry
#6 - 2014-02-16 23:14:38 UTC
It does not matter what was my question. I tried to find the answer elsewere, but without success.
And why should my question would be more stupid then yours?
I strongly beleive that suport tickets (already the name told) should be answered sooner . .that s my point.
Kaarous Aldurald
Black Hydra Consortium.
#7 - 2014-02-16 23:16:34 UTC
Alexsis L'ovro wrote:
It does not matter what was my question. I tried to find the answer elsewere, but without success.
And why should my question would be more stupid then yours?
I strongly beleive that suport tickets (already the name told) should be answered sooner . .that s my point.


It entirely depends on whether you had anything that was both pressing, and the answer was easily found.

Not all tickets are equal or of equal merit.

Heck, knowing CCP, if your ticket was particularly bad, they are still sharing it around the office to have a good laugh.

"Verily, I have often laughed at the weaklings who thought themselves good because they had no claws."

One of ours, ten of theirs.

Best Meltdown Ever.
Solhild
Doomheim
#8 - 2014-02-16 23:17:00 UTC
PotatoOverdose wrote:
The one time I had an actual issue, it was cleared up within two hours.

Honestly, I think they just prioritize things based on the severity of the issue, so if you pester them with something trivial or moronic you'll have to wait a good long while before you get a reply.


I have had real issues dealt with very quickly and effectively in the past. As with the OP, I have a ticket up now that I consider to be very serious and it's been over a week with no response. Something is wrong with the support system here, hopefully not a sign of things to come.
Angelica Dreamstar
Aliastra
Gallente Federation
#9 - 2014-02-16 23:31:21 UTC
One guy once wrote a petition about food and got a proper reply really fast, so I have no idea what your issue is.

You seem to believe they should response faster, forgetting that multiple thousand petitions have to be dealt with weekly. Maybe you think they should hire more people for this. Or maybe there was an incident that let to many more petitions in a short amount of time.

Definitely, though, you should not come up with the new-player-argument, because that's crap. Many many many people use it only to hide that the only thing they care about is themselves.

bingo, his pig not being a goat doesn't make the pig wrong, just him an idiot for shouting at his pig "WHY ARENT YOU A GOAT!" (Source)

-- Ralph King-Griffin, about deranged people playing EVE ONLINE
Ralen Zateki
Gladiators of Rage
Fraternity.
#10 - 2014-02-16 23:38:31 UTC
Was CCPs problem. Now it's all of our problem. I choose not to respond.
Model X5
Under The Desktop
#11 - 2014-02-16 23:40:30 UTC
Ralen Zateki wrote:
Was CCPs problem. Now it's all of our problem. I choose not to respond.

CCp's ... CCP his
Kimmi Chan
Tastes Like Purple
#12 - 2014-02-16 23:59:45 UTC
Alexsis L'ovro wrote:
It does not matter what was my question. I tried to find the answer elsewere, but without success.
And why should my question would be more stupid then yours?
I strongly beleive that suport tickets (already the name told) should be answered sooner . .that s my point.


Thank you for making a point.

In General Discussion.

Hahahahahahahaha!

"Grr Kimmi  Nerf Chans!" ~Jenn aSide

www.eve-radio.com  Join Eve Radio channel in game!
Model X5
Under The Desktop
#13 - 2014-02-17 00:07:03 UTC
Kimmi Chan wrote:
Alexsis L'ovro wrote:
It does not matter what was my question. I tried to find the answer elsewere, but without success.
And why should my question would be more stupid then yours?
I strongly beleive that suport tickets (already the name told) should be answered sooner . .that s my point.


Thank you for making a point.

In General Discussion.

Hahahahahahahaha!


what's so funny apart your ugly face?
Unsuccessful At Everything
The Troll Bridge
#14 - 2014-02-17 03:28:30 UTC
Confirming that posting in GD about support tickets makes the support ticket queue move faster.




Since the cessation of their usefulness is imminent, may I appropriate your belongings?
Erotica 1
Krypteia Operations
#15 - 2014-02-17 04:32:26 UTC

It shouldn't take too long to reply to the poor OP, "working as intended."

See Bio for isk doubling rules. If you didn't read bio, chances are you funded those who did.
Muestereate
Minions LLC
#16 - 2014-02-17 05:20:08 UTC
Whats your hurry for a bad answer? masochist or something? Other thread.
Alejandro Rebenga
#17 - 2014-02-17 06:22:48 UTC
There's this reminder floating around the forums that support tickets get handled very quickly if you filed them into the right categories, eg accounts and billing, UI, gameplay, etc etc..

I, for one, have only gotten very fast responses from the support team. From a buggy tutorial can (that exploration one) to a skillqueue that suddenly stopped.
ISD LackOfFaith
ISD Community Communications Liaisons
ISD Alliance
#18 - 2014-02-17 07:27:46 UTC
Quote:
22. Post constructively.

Negative feedback can be very useful to further improve EVE Online provided that it is presented in a civil and factual manner. All users are encouraged to honestly express their feelings regarding EVE Online and how it can be improved. Posts that are non-constructive, insulting or in breach of the rules will be deleted regardless of how valid the ideas behind them may be. Users are also reminded that posting with a lack of content also constitutes non-constructive posting.


Thread locked. Patience is key, and complaints about how CCP run the show are best handled by support ticket in the first place, since CCP read those.

ISD LackOfFaith

Captain

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to Eve Mail or anything other than the forums.