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Petition times, CCP still overwhelmed with them?

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icey
Praetor Industries
#1 - 2011-12-29 18:43:06 UTC
Just wondering i saw a post earlier in the month that CCP had a overwhelming amount of petitions and it was taking them longer then expected to get to them.

I only ask because i recently bought a character off the forums from character bazaar section, went though the whole nine yards, posted on the forums send eve mails stating the price etc and of course the character took the isk and never transferred the character sent in the petition with all the right proof etc etc, but its been about 3-4 days now and no response yet.

Only concern i have is i made a new account using plex for this character and now the account is running and wasting days, and i cant buy a new character until the isk is returned. So i pretty much have a account sit idle until the petition is complete, bring the trolls below im sure.

Just wonder if CCP is still overwhelmed with petitions and how far behind they think they are.
Treks Shadow
Viziam
Amarr Empire
#2 - 2011-12-29 18:44:13 UTC
it would seems so i have had petitions going for over a month now. hell i think they just read them and ignore them now.
FloppieTheBanjoClown
Arcana Imperii Ltd.
#3 - 2011-12-29 18:47:43 UTC
my most recent petition was answered within a day.

Founding member of the Belligerent Undesirables movement.
GM Spiral
Game Master Retirement Home
#4 - 2011-12-29 18:53:47 UTC
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.

Senior Game Master | CCP Games Customer Support Team

Helping capsuleers since 2004.
icey
Praetor Industries
#5 - 2011-12-29 18:56:09 UTC
Thank you for your quick reply.
Atum
Eclipse Industrials
Quantum Forge
#6 - 2012-01-03 02:15:03 UTC
GM Spiral wrote:
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.

Wondering how the queue flushing is proceeding...

(And hoping I at least put mine in the right category... GSC's wandered off after a patch >> "Player Owned Structures"???)
Endeavour Starfleet
#7 - 2012-01-03 02:26:05 UTC
The 2nd this year is considered an extension of the holiday work wise in most places due to New Years being on Sunday which is normally off anyway.

I suspect the situation has not changed significantly looking at the low numbers of dev posts today. And the lack of forum moderation compared to other times.

I would give them a few days to get back on track.
Ai Shun
#8 - 2012-01-03 02:53:12 UTC  |  Edited by: Ai Shun
Keep in mind that everyone that missed the holiday gifts because they were not paying attention / didn't understand how it works / otherwise incapable have been told to raise petitions to see if things could be sorted out for them. That will contribute to the backlog as well.
Tiberius Sunstealer
Caldari Provisions
Caldari State
#9 - 2012-01-03 03:25:19 UTC
Sorry to say icey but it might take a while for them to answer you. I only just recently had my petition answered after over 2 weeks with no response and am now awaiting another response as the GM seemed to not know the EULA or ToS but that's a story for another time.
Issler Dainze
Tadakastu-Obata Corporation
The Honda Accord
#10 - 2012-01-03 04:02:20 UTC
I have two related to POCOs in low sec since the day they were deployed and no response.
Mai Khumm
172.0.0.1
#11 - 2012-01-03 04:36:08 UTC  |  Edited by: Mai Khumm
GM Spiral wrote:
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.

If you had pointy ears I'd swear you were a (slightly batshit) Vulcan...
Atum
Eclipse Industrials
Quantum Forge
#12 - 2012-01-04 01:05:14 UTC
Tiberius Sunstealer wrote:
Sorry to say icey but it might take a while for them to answer you. I only just recently had my petition answered after over 2 weeks with no response and am now awaiting another response as the GM seemed to not know the EULA or ToS but that's a story for another time.

Ya, a corp-mate of mine also reported a roughly two-week delay between filing and first response. Just hoping the GM's could post up some sort of "We're currently about xx days behind" every now and then. Living in W-space means having to pack in a lot of stuff when the wormholes are in your favor, and surviving on that when they're not. Losing your entire warehouse to what appears to be DB corruption (whether my cans somehow became unanchored, my BM's were moved, or what-have-ye) really puts a crimp on things.
Lightnin
DieHarder LiveLonger Corporation
#13 - 2012-01-04 02:12:11 UTC
i did not know they even answered any

Go Far Go In or Don't Go
CausticS0da
Shrubbery Acquisitions
Blohm and Voss Shipyards Alliance
#14 - 2012-01-04 09:08:08 UTC
Ai Shun wrote:
Keep in mind that everyone that missed the holiday gifts because they were not paying attention / didn't understand how it works / otherwise incapable have been told to raise petitions to see if things could be sorted out for them. That will contribute to the backlog as well.


Some people missed them because they applied for their Christmas gift and then carried on with their real lives trying to deal with the hectic holidays. Who would have thought that for CCP Christmas ended on the 22nd.

Not everyone has time to watch every damn announcement related to this game, so don't hate the players (hate the game?)

Back on topic, petitions for me have always been handled well and in good time.
Jarnis McPieksu
Aliastra
Gallente Federation
#15 - 2012-01-04 09:29:02 UTC
Well, this is a non-shocker when you have a combination of...

- public holidays (= more people playing for longer periods of time)
- CCP support not actually increasing their manpower during said public holidays and instead being understaffed due to people taking time off

Roll

While I fully understand dedicating a couple of special days - christmas eve/christmas day and perhaps new years eve - where only a skeleton staff should be required (to keep the servers from not catching fire and ready to alert the CPR teams if a server hamster kicks the bucket), otherwise the holiday season really should be a time when customer support of a MMO gets extra hands / does extra hours. Yes, it will cost a lot in wages, but it is a service industry. No service = paying customers pissed off.

Luckily nothing major broke over the holidays but I'm sure there are plenty of angry subscribers who are not familiar with how CCP usually operates that are still waiting with 2 week+ old petition.

All power to the guys who now have to grind down the mountain of petitions, you are doing important work. Yet I get the idea that your management is just mismanaging the situation and leaving you with the post-holiday mountain "as planned".
Bumblefck
Kerensky Initiatives
#16 - 2012-01-04 09:38:52 UTC
GM Spiral wrote:
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.



How long?

Perfection is a dish best served like wasabi .

Bumble's Space Log
Ai Shun
#17 - 2012-01-04 09:41:04 UTC  |  Edited by: Ai Shun
CausticS0da wrote:
Not everyone has time to watch every damn announcement related to this game, so don't hate the players (hate the game?)


Thorn in your ass? Did somebody **** in your Cornflakes? If you followed the forum threads on the issue you would see there were players that

(a) weren't paying attention to the communications from CCP

OR

(b) didn't understand how it works

OR

(c) were otherwise incapable

Calm down tiger.

But yeah, I think if people missed out due to other commitments they missed out. I have commitments as well, but I'm capable of reading and understanding and logging in ONCE over the span of about 6 days to claim the damn gift. (And you can check my access logs to verify when I logged in)

I do think it is unfair that people with petitions relating to items other than a fluffy holiday gift are being delayed because somebody is unhappy they missed out on something free.

But, I also dislike the concept of blaming others, not accepting that you missed out and moving on. I'm an adult that holds down a real job, a semi decent relationship and two children. I still managed to spend a few minutes reading the communications from a company I pay ~$15 a month to for entertainment and a few more minutes logging in on the day to claim things.

Sorry to hear your days are so busy that you can't spare 15 - 20 minutes over the span of 8 days. And yet you have the time to find and ***** at a forum post.

Funny that.
GM Homonoia
Game Master Retirement Home
#18 - 2012-01-04 09:55:13 UTC
To provide some clarity:

Number of petitions in our queues that are waiting for a reply from a GM: 6179
Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00
Number of petitions in our Billing queue are waiting for a reply from a GM: 621
Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.

Senior GM Homonoia | Info Group | Senior Game Master
Gouzu Kho
Kho Incorporated
The Lone Space Wolves
#19 - 2012-01-04 10:41:12 UTC
GM Homonoia wrote:


We are working as hard as we can to get the queues back under control.


I just want to take this opportunity to thank the entire GM team for their hard work over the holidays.

I work IT support myself and I know the drill. Big smile
Graic
Time Sync
#20 - 2012-01-04 10:41:19 UTC
I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse.

I reported it and it was confirmed as a new defect a few hours later.

My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone.

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. Straight
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