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EVE New Citizens Q&A

 
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Support Ticket response time

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Scynner
South of Heaven Ltd
Ishuk-Raata Enforcement Directive
#1 - 2013-01-03 18:36:50 UTC
How long does a support ticket normally take for it to be responded to?
Matthew97
#2 - 2013-01-03 18:41:49 UTC
Scynner wrote:
How long does a support ticket normally take for it to be responded to?


Depends what you've filed it under really.

"Stuck" Petitions are usually answered within 1-2 hours

Everything else just depends on when they can get to it really.
J'Poll
School of Applied Knowledge
Caldari State
#3 - 2013-01-03 19:45:40 UTC
Scynner wrote:
How long does a support ticket normally take for it to be responded to?


I'm guessing you filed a petition and it isn't asnwered in less then 2 hour?

Some petitions take time (specially if it involves research in game logs and mechanics).
Some petitions are prioritized (a misplaced capital in a name isn't preventing you from playing, being stuck in some celestial is. Thus the stuck petition will get more attention).

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Scynner
South of Heaven Ltd
Ishuk-Raata Enforcement Directive
#4 - 2013-01-03 19:58:58 UTC
TY for the info. Yeah, I opened it last night and am still waiting. It is account related. I will continue to patiently wait.
Xercodo
Cruor Angelicus
#5 - 2013-01-03 21:24:50 UTC
Billing and account petitions tend to take the longest as they involve digging in files to fix things or talking to the bank.

The Drake is a Lie
Slymah
DorpCorp
#6 - 2013-01-03 21:34:31 UTC
Depending on the issue or question i've found that in most MMOs it's much faster to find the answer myself.

Digging through technical forums, googling the web, calling the comapany support hotline or e-mail usually does the trick.

Pretty much anything other than being stuck or billing issues (preventing you from PAYING) are handled very fast.


I've done a little CS for a couple MMOs and you can not imagine how many incredibly dumb/pointless questions are asked through in-game systems. Depending on how their automated queue system works and which "bucket" your petition lands in it could be days before it's actually read.

This is in no way a smear on CCP or any mmo company, it's just that people these days seem to automatically hit the in-game petition button rather than spend 2 minutes to find the answer themselves.
J'Poll
School of Applied Knowledge
Caldari State
#7 - 2013-01-03 22:35:26 UTC
Slymah wrote:
Depending on the issue or question i've found that in most MMOs it's much faster to find the answer myself.

Digging through technical forums, googling the web, calling the comapany support hotline or e-mail usually does the trick.

Pretty much anything other than being stuck or billing issues (preventing you from PAYING) are handled very fast.


I've done a little CS for a couple MMOs and you can not imagine how many incredibly dumb/pointless questions are asked through in-game systems. Depending on how their automated queue system works and which "bucket" your petition lands in it could be days before it's actually read.

This is in no way a smear on CCP or any mmo company, it's just that people these days seem to automatically hit the in-game petition button rather than spend 2 minutes to find the answer themselves.


That.

Got phoned by co-worker (who still lives in the stone age) that his PC couldn't connect to internet. My first question (knowing him), is the internet cable plugged in, his response: No. Roll

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Oraac Ensor
#8 - 2013-01-03 22:44:56 UTC
Matthew97 wrote:
"Stuck" Petitions are usually answered within 1-2 hours.

Usually within 10 minutes in my experience.
J'Poll
School of Applied Knowledge
Caldari State
#9 - 2013-01-04 20:22:13 UTC
Oraac Ensor wrote:
Matthew97 wrote:
"Stuck" Petitions are usually answered within 1-2 hours.

Usually within 10 minutes in my experience.


My shortest petition: less then 5 minutes for a stuck petition.

My longest petition: about 3 months for something that needed some research on CCP side and wasn't all that important.

Personal channel: Crazy Dutch Guy

Help channel: Help chat - Reloaded

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Scynner
South of Heaven Ltd
Ishuk-Raata Enforcement Directive
#10 - 2013-01-04 20:28:41 UTC
J'Poll wrote:
Oraac Ensor wrote:
Matthew97 wrote:
"Stuck" Petitions are usually answered within 1-2 hours.

Usually within 10 minutes in my experience.


My shortest petition: less then 5 minutes for a stuck petition.

My longest petition: about 3 months for something that needed some research on CCP side and wasn't all that important.


At 39 hours...so not at the three month mark yet. Essentially I resubbed to what I thought was the account that I used to play with but instead subbed to a 5 year old trial account that had nothing. Not too big of a deal if they cant apply my sub and activate the other account.
J'Poll
School of Applied Knowledge
Caldari State
#11 - 2013-01-04 23:34:49 UTC  |  Edited by: J'Poll
Scynner wrote:
J'Poll wrote:
Oraac Ensor wrote:
Matthew97 wrote:
"Stuck" Petitions are usually answered within 1-2 hours.

Usually within 10 minutes in my experience.


My shortest petition: less then 5 minutes for a stuck petition.

My longest petition: about 3 months for something that needed some research on CCP side and wasn't all that important.


At 39 hours...so not at the three month mark yet. Essentially I resubbed to what I thought was the account that I used to play with but instead subbed to a 5 year old trial account that had nothing. Not too big of a deal if they cant apply my sub and activate the other account.


Depending on the information you gave CCP (account names, e-mail address used on the accounts, character names) there is a chance that they will switch the subscription to the other account.

But ONLY if you can provide solid proof that both accounts are yours.

But as said, these kind of petitions take a lot of time cause they have to look into the game logs, check both accounts, see if they are both yours etc. etc....

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Rurod Arkdale
Garoun Investment Bank
Gallente Federation
#12 - 2013-01-05 04:31:10 UTC
For me it took full 2 days (48 hours)
Fluffy Jihad
#13 - 2013-01-05 08:19:33 UTC
They are not the quickest company when it comes to customer service. But at least don't out right suck like EA or Blizzard.
ISD Athechu
ISD STAR
ISD Alliance
#14 - 2013-01-06 06:32:41 UTC
http://wiki.eveonline.com/en/wiki/Customer_Support

I'm not a GM but I would guess you would rather them get it right then wrong and then have you petition all over again, I know I would. They answer petitions 24/7 so they will get to your petition asap, if you just place a reply in your petition like once a week (if it's one of those long petitions) it keeps it open and the GM's will see it. Other then that you just gotta wait as it's really based on the queue.

Hope it helped :)

ISD Athechu

STAR Executive

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Surfin's PlunderBunny
Sebiestor Tribe
Minmatar Republic
#15 - 2013-01-06 07:20:18 UTC
If you were ever a goon it gets answered immediately Bear

"Little ginger moron" ~David Hasselhoff 

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