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EVE New Citizens Q&A

 
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Petition Open 10 Days No Response

First post
Author
Reileen Kawahara
Bio-Tech Research
#1 - 2012-04-08 06:10:59 UTC
I opened a petition 10 days ago and as yet no response from CCP.

I would like to say how appauling customer service this is.

Is this normal?

CCP please investigate.
ShahFluffers
Ice Fire Warriors
Infinite Pew
#2 - 2012-04-08 07:42:33 UTC
Unless it's a billing or "stuck" issue... yes.
Reileen Kawahara
Bio-Tech Research
#3 - 2012-04-08 08:13:36 UTC
All the same, I think 10 days without a response is not what I would expect.
gfldex
#4 - 2012-04-08 08:54:52 UTC
Send an e-mail to support@eve-online.com . That tends to get their attention.

If you take all the sand out of the box, only the cat poo will remain.

Louis deGuerre
The Dark Tribe
#5 - 2012-04-08 09:11:34 UTC
In their defense, the horrible players that petition every damn thing in the hope that some overworked GM might hit the 'reimburse' button in despair is the root of the problem.
They usually respond within 10 minutes on 'Stuck' petitions, but petitions might go unanswered for months.
Reileen Kawahara
Bio-Tech Research
#6 - 2012-04-08 09:28:30 UTC
gfldex wrote:
Send an e-mail to support@eve-online.com . That tends to get their attention.


Thank you, I will give this a try.
Elsebeth Rhiannon
SoE Roughriders
Electus Matari
#7 - 2012-04-08 09:45:29 UTC  |  Edited by: Elsebeth Rhiannon
Petition response times depend a lot on the petition topic. Being stuck, mission in progress seeming buggy, and other stuff that actually stops you from playing tend to be answered really fast (inside the hour); stuff that needs someone to look at logs and figure out what the hell happened tend to take longer, especially in a case where whatever is happening is not stopping anyone from continuing to play.
J'Poll
School of Applied Knowledge
Caldari State
#8 - 2012-04-08 12:43:53 UTC
Only 10 days?

Damn you are impatient, I had a petition back with Incursions that took almost 1.5 month to be solved.

So yes, there is a major backlog in petitions (last heard it was 2.5 week) and unles it's a high-priority petition your will be added at the end of the stack.

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Xuixien
Solar Winds Security Solutions
#9 - 2012-04-10 21:11:12 UTC
Reileen Kawahara wrote:
I opened a petition 10 days ago and as yet no response from CCP.


Sounds about right. I had a petition go 45 days before being resolved. Couldn't play the entire time either.

Epic Space Cat, Horsegirl, Philanthropist

Jouron
Hadon Shipping
#10 - 2012-04-12 14:48:24 UTC
I made what I figured was a silly petition about the recent Haircut bug in Captains quarters.

Even just to say: "Hey buddy. We know. Were working on it."
They responded in like two hours.
ISD Athechu
ISD STAR
ISD Alliance
#11 - 2012-04-13 01:26:44 UTC
Hello Reileen Kawahara,

I understand that waiting isn't the best thing to do in the world but you have to understand that there are a lot of petitions. GM's work 24/7 answering petitions. You also need to factor in the type of petition that you have filed. Some petitions need an investigation to take place while others don't.

To give you a sense of how many petitions are created in 2010 there were a total of 418,100 petitions were filed in 2010.
http://wiki.eveonline.com/en/wiki/Petition_Creation_Rate_-_Customer_Support_2010
http://wiki.eveonline.com/en/wiki/Petition_Statistics_-_Customer_Support_2010

So don't worry they will get to your petition as soon as possible. If you really want you can just add an additional message in the petition just saying like your still waiting for an answer.

You can look here for more information on the customer support department: http://wiki.eveonline.com/en/wiki/Customer_Support

If it is a bug please make sure to file a Bug Report on it and not a petition.
http://wiki.eveonline.com/en/wiki/Bug_reporting

If you have any further questions don't hesitate to send me a mail :)

Fly safe o/

ISD Athechu

STAR Executive

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