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Issues, Workarounds & Localization

 
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Support tickets having major delays

First post
Author
Leon Globe
Hockmann Entreprises
#1 - 2016-02-26 21:06:17 UTC
Hi there,

I keep hearing from all around that the support tickets are taking an incredible long time to be answered and would like to ask what is the official explanation for it? I know skill injectors caused probably a bit of a spike but it should be going down by all purposes as people are getting used to them. Also from what I'm hearing (And seeing) is that response times are a 2-3 Weeks to a month instead of previous few days - 1 week.

Also some odd stuff going on with tickets. The last action timer keeps being refreshed even though there is no answer from support or an edit/addition from the user. So is there some behind the scenes stuff going on or is it just being buggy?
Frederik Andersen
Best Friends Forever
Northern Coalition.
#2 - 2016-02-27 20:02:53 UTC
I can confirm that the delay is there.
made a ticket over 24 hours ago, and still no answer.

if this is continues, im going to stop playing eve again.
Ive played since 2005, with 3 accounts.
So ive paid my share more then 3 fold.
Leon Globe
Hockmann Entreprises
#3 - 2016-02-27 23:39:02 UTC
Frederik Andersen wrote:
I can confirm that the delay is there.
made a ticket over 24 hours ago, and still no answer.

if this is continues, im going to stop playing eve again.
Ive played since 2005, with 3 accounts.
So ive paid my share more then 3 fold.


Answer within 24 hours in most cases is pretty optimistic in most cases so don't be upset about it. I'd say give an answer a week or so to be answered before asking after it. A day is great though.

Also while at it CCP your customer service Twitter account is lacking staff big time. I've probably sent 20 or so tweets during the past few months and none have been answered. Who knows how many more have not been answered that others have sent.
Axhind
Eternity INC.
Goonswarm Federation
#4 - 2016-02-28 08:03:12 UTC
Leon Globe wrote:
Frederik Andersen wrote:
I can confirm that the delay is there.
made a ticket over 24 hours ago, and still no answer.

if this is continues, im going to stop playing eve again.
Ive played since 2005, with 3 accounts.
So ive paid my share more then 3 fold.


Answer within 24 hours in most cases is pretty optimistic in most cases so don't be upset about it. I'd say give an answer a week or so to be answered before asking after it. A day is great though.

Also while at it CCP your customer service Twitter account is lacking staff big time. I've probably sent 20 or so tweets during the past few months and none have been answered. Who knows how many more have not been answered that others have sent.


Stuck petitions (which are actually urgent) get answered very fast (mine yesterday was inside 15 minutes at the most). Others are slower but don't really prevent you from playing in most cases.

CCP should not be answering to damn twitter! They have their own support system and forums. No need to force players onto third party tools with registration just to communicate with them!
Frederik Andersen
Best Friends Forever
Northern Coalition.
#5 - 2016-02-28 10:35:49 UTC
Leon Globe wrote:
Frederik Andersen wrote:
I can confirm that the delay is there.
made a ticket over 24 hours ago, and still no answer.

if this is continues, im going to stop playing eve again.
Ive played since 2005, with 3 accounts.
So ive paid my share more then 3 fold.


Answer within 24 hours in most cases is pretty optimistic in most cases so don't be upset about it. I'd say give an answer a week or so to be answered before asking after it. A day is great though.

Also while at it CCP your customer service Twitter account is lacking staff big time. I've probably sent 20 or so tweets during the past few months and none have been answered. Who knows how many more have not been answered that others have sent.


I agree, but I have had a break from eve for over a year.
comming back to 80mio isk and no ships is quite hard.

still no answer from support staff.
gonna give it a week more, before i contact my bank, and withdraw my money the hard way.
Yes i have paid for a plex, but did NOT recieve the plex from ccp. But they took my money from my bank account!
Leon Globe
Hockmann Entreprises
#6 - 2016-02-28 16:55:37 UTC
Axhind wrote:
Leon Globe wrote:
Frederik Andersen wrote:
I can confirm that the delay is there.
made a ticket over 24 hours ago, and still no answer.

if this is continues, im going to stop playing eve again.
Ive played since 2005, with 3 accounts.
So ive paid my share more then 3 fold.


Answer within 24 hours in most cases is pretty optimistic in most cases so don't be upset about it. I'd say give an answer a week or so to be answered before asking after it. A day is great though.

Also while at it CCP your customer service Twitter account is lacking staff big time. I've probably sent 20 or so tweets during the past few months and none have been answered. Who knows how many more have not been answered that others have sent.


Stuck petitions (which are actually urgent) get answered very fast (mine yesterday was inside 15 minutes at the most). Others are slower but don't really prevent you from playing in most cases.

CCP should not be answering to damn twitter! They have their own support system and forums. No need to force players onto third party tools with registration just to communicate with them!


Stuck petitions get answered immediately of course since they prevent gameplay directly so I'd say the majority of the tickets many are wondering about are not stuck issue ones.

Being on Twitter is everyday for many companies, a way to reach out to your customers and inform them about stuff. Also to handle some quick & short customer service due to the 140 character limit. For example. "Hi there, I've been waiting on my ticket for over a month now, any idea what's the delay? Ticket number is:[Ticket number bere]"
Aoi Litvyak
Doomheim
#7 - 2016-02-28 18:56:34 UTC  |  Edited by: Aoi Litvyak
Frederik Andersen wrote:

still no answer from support staff.
gonna give it a week more, before i contact my bank, and withdraw my money the hard way.
Yes i have paid for a plex, but did NOT recieve the plex from ccp. But they took my money from my bank account!


And get your account banned with no chance of ever getting it back? your bank can only do so many drawbacks before they mark you as fraudalent/no more drawbacks allowed, do you really want to waste one of them on this? Besides they dont work on weekends.

1, are you sure you were logged into the right account when you purchuased the PLEX on the account management page?
2, have you docked in a station and checked that its in the Redeemable items menu?
Frederik Andersen
Best Friends Forever
Northern Coalition.
#8 - 2016-02-28 19:20:27 UTC
Aoi Litvyak wrote:
Frederik Andersen wrote:

still no answer from support staff.
gonna give it a week more, before i contact my bank, and withdraw my money the hard way.
Yes i have paid for a plex, but did NOT recieve the plex from ccp. But they took my money from my bank account!


And get your account banned with no chance of ever getting it back? your bank can only do so many drawbacks before they mark you as fraudalent/no more drawbacks allowed, do you really want to waste one of them on this? Besides they dont work on weekends.

1, are you sure you were logged into the right account when you purchuased the PLEX on the account management page?
2, have you docked in a station and checked that its in the Redeemable items menu?



1. Yes, 100 % sure. looking at the transaction overview, I cant find the purchase.
But looking at my bank account, it shows as payed and transferred to CCP.

one week is more then enough.
Becouse I think the problem is the connection between Paypal and CCP.

So really I dont think CCP has a record of the purchase, in their database.

BUT I did not know, they did not work on weekends.
They did back in the old days, when i started playing. (2005)
Aoi Litvyak
Doomheim
#9 - 2016-02-28 20:07:43 UTC  |  Edited by: Aoi Litvyak
If you log in on Paypal and check the transaction history there, is it pending? It might be an issue on Paypals end, so yelling at CCP might not do much :)
Frederik Andersen
Best Friends Forever
Northern Coalition.
#10 - 2016-02-28 20:47:00 UTC
Aoi Litvyak wrote:
If you log in on Paypal and check the transaction history there, is it pending? It might be an issue on Paypals end, so yelling at CCP might not do much :)


nope not pending.
The transaction has been made.
But since its weekend, ill just buy another plex. What?
Aoi Litvyak
Doomheim
#11 - 2016-02-28 21:53:04 UTC
Frederik Andersen wrote:
Aoi Litvyak wrote:
If you log in on Paypal and check the transaction history there, is it pending? It might be an issue on Paypals end, so yelling at CCP might not do much :)


nope not pending.
The transaction has been made.
But since its weekend, ill just buy another plex. What?


In the future, dont add a middle-hand if you dont absolutely have to :). It invites a lot of extra issues, especially with Paypal since they are quite frankly, notoriously unreliable. Locking accounts left and right for no apparent reason, happend to me some years ago as well.
Reaver Glitterstim
Dromedaworks inc
Test Alliance Please Ignore
#12 - 2016-02-29 03:30:10 UTC
Leon Globe wrote:
what is the official explanation for it?

Tranquility tech 3

FT Diomedes: "Reaver, sometimes I wonder what you are thinking when you sit down to post."

Frostys Virpio: "We have to give it to him that he does put more effort than the vast majority in his idea but damn does it sometime come out of nowhere."

Frederik Andersen
Best Friends Forever
Northern Coalition.
#13 - 2016-03-01 14:06:34 UTC
Still no answer from them.
ISD Max Trix
ISD Community Communications Liaisons
#14 - 2016-03-01 16:15:24 UTC
Quote:
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.


The above is from the CSM Summit. As this answers your question I will closed this thread.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.