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How long for a petition answer?

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Pavlakakos
W.A.S.P
Curatores Veritatis Alliance
#1 - 2016-03-04 19:23:04 UTC
Ok, short story.

A fellow player comes back after inactivity, uses "Hours for PLEX", activates a PLEX last Saturday night, logs in the next day and gets a message "Your account will expire in xx days".... I tell him to ignore it since last week was totally screwed up with emergency shutdowns and "database issues".

On monday he tries to log in, but the account is disabled due to account expiration. I send a petition on his behalf with all the details, he gets a mail with "your petition has been received" and now it's 5 days without an answer. He's now fed up and preparing to uninstall and forget about the whole issue.

How long does it take for a petition to go thru? If CCP answers after a week when the player has decided NOT to play anymore, it can't be good.
Frostys Virpio
State War Academy
Caldari State
#2 - 2016-03-04 19:40:22 UTC
Pavlakakos wrote:
Ok, short story.

A fellow player comes back after inactivity, uses "Hours for PLEX", activates a PLEX last Saturday night, logs in the next day and gets a message "Your account will expire in xx days".... I tell him to ignore it since last week was totally screwed up with emergency shutdowns and "database issues".

On monday he tries to log in, but the account is disabled due to account expiration. I send a petition on his behalf with all the details, he gets a mail with "your petition has been received" and now it's 5 days without an answer. He's now fed up and preparing to uninstall and forget about the whole issue.

How long does it take for a petition to go thru? If CCP answers after a week when the player has decided NOT to play anymore, it can't be good.


Any usual number will probably be far off right now because of all the petition they probably keep getting because of the exact same server issue that probably messed up your friend PLEXing issue.
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#3 - 2016-03-04 20:50:28 UTC
CSM X Summit II Minutes wrote:
GM Grave opened the meeting with an overview of what they've been doing over the last year. He showed some graphs for how well and how quickly tickets have been responded to. The satisfaction rating is very good, but the waiting time is not good at this time, with too many tickets taking more than a day to be answered. CS has had a few issues dealing with some live incidents and holidays. At this time, the average response rate for complex issues take 2-3 days. 32% of tickets take less than an hour to solve, while 47% of tickets take more than 24 hours. Mike asked how old the oldest ticket in the system is, with the answer being several months. GM Grave pointed out though that those tickets are not the first response, and are generally those escalated to the lead GMs, and are highly complex issues sometimes even involving development. He then added that generally the longest waiting times are about a week. Sugar stated that she hears people saying "my ticket has been waiting for a few weeks". GM Grave explained that sometimes tickets are misfiled, and find their way into some non-CS queues such as the Security team queue. He added that in most instances where the waiting time is excessive, some compensation is granted especially if there is an issue that prevents the player from playing.


With the issues stemming from the server move, the ticket que is rather large at the moment.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.