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Petition reply times.

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Giddeon Fink
Doomheim
#1 - 2016-04-25 08:32:39 UTC
Does anyone know how long it usually takes to get a reply to a petition.

Ive been waiting nearly 3 weeks now and i don't even have a reply to acknowledge receipt of my petition.

I have since started a new petition in case the first one has some how been lost / missed.

Please help
Shae Tadaruwa
Science and Trade Institute
Caldari State
#2 - 2016-04-25 08:36:13 UTC  |  Edited by: Shae Tadaruwa
About as long as a piece of string.

That is, until you receive a reply (and therefore know the length of time), the time is undetermined.

It varies by ticket type, by how many other pointless petitions valid requests for GM assistance have been submitted, by how complex your specific ticket is, etc.

There is no standard time. You just have to be patient and wait. As it's also been Fanfest, you can expect that many GM staff were possibly at Harpa as well.

Starting a new petition is dumb (and just adds to the backlog of petitions that must be looked at before someone else who subnmitted behind you gets their's looked at. Nice one. I'm sure the others waiting will appreciate it). You can always see your open petitions, so if you can see it, then it hasn't been lost.

Dracvlad - "...Your intel is free intel, all you do is pay for it..." && "...If you warp on the same path as a cloaked ship, you'll make a bookmark at exactly the same spot as the cloaky camper..."
Giddeon Fink
Doomheim
#3 - 2016-04-25 08:50:05 UTC
Shae Tadaruwa wrote:


Starting a new petition is dumb (and just adds to the backlog of petitions that must be looked at before someone else who subnmitted behind you gets their's looked at. Nice one. I'm sure the others waiting will appreciate it). You can always see your open petitions, so if you can see it, then it hasn't been lost.



Yeahi i can see that now, i guess. Any way to close the second petition then ? If i could close it i would.
Beamstream
Insert Butthole Reference
#4 - 2016-04-25 08:51:24 UTC
Loads of these threads I'm sure ccp as cut staff. I got scammed o the char bazaar over 3 weeks ago not a single reply. It's a joke.
Shae Tadaruwa
Science and Trade Institute
Caldari State
#5 - 2016-04-25 08:55:42 UTC  |  Edited by: Shae Tadaruwa
Giddeon Fink wrote:
Yeahi i can see that now, i guess. Any way to close the second petition then ? If i could close it i would.

If you log in to your account here through eve gate and go to Support -> Support Tickets, you will get this screen:

http://puu.sh/ouXJv/abe75cf093.jpg

If you click on the 'My Tickets' button, you can then select the open ticket you want to close.

I think there you can withdraw it (or update it with a new note and mark it resolved or something. I can't remember since my last petition).

Dracvlad - "...Your intel is free intel, all you do is pay for it..." && "...If you warp on the same path as a cloaked ship, you'll make a bookmark at exactly the same spot as the cloaky camper..."
Shae Tadaruwa
Science and Trade Institute
Caldari State
#6 - 2016-04-25 08:58:51 UTC
Beamstream wrote:
Loads of these threads I'm sure ccp as cut staff. I got scammed o the char bazaar over 3 weeks ago not a single reply. It's a joke.

No, they haven't cut GM staff.

It just takes a while, especially with scams in the character bazaar, since there is a lot to check to make sure you also aren't trying to scam on a legitimate sale, etc. You just have to be patient, but they'll get to it.

Dracvlad - "...Your intel is free intel, all you do is pay for it..." && "...If you warp on the same path as a cloaked ship, you'll make a bookmark at exactly the same spot as the cloaky camper..."
Cesar Sunn
Caldari Provisions
Caldari State
#7 - 2016-04-25 11:15:52 UTC
It shouldn't take a long time to issue an acknowledgement though and to provide a timescale for resolving the ticket. That seems pretty basic customer service stuff. Even an automated reply with general timescales would help here and reduce the amount of additional tickets or posts on forums complaining about lack of a reply. Anyone know why this isn't happening already?
Aaron Honk
Distributed Denial of Service
#8 - 2016-04-25 12:32:12 UTC  |  Edited by: Aaron Honk
The support center is a joke, I really hope they improve it because the waiting times are ridiculous now... The worst is when you get scammed on the bazaar, you need to wait 3-4 weeks to get back sometimes dozens or hundred of billions, not cool.

Last time I waited 2 weeks and my demand was fairly important.
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#9 - 2016-04-25 16:09:02 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.



Tickets take time depending on what its on and if it was file correctly. These threads get locked because there is only one answer and thats this one. Posting in forums does not speed up your response time. Please sit back relax and enjoy the game.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.