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GM Homonoia

Game Master Retirement Home

Likes received: 988

#1 - 2012-06-04 10:30:45 UTC | Edited by: CCP Phantom

In recent weeks we have seen a few forum threads come up on petition reply times; specifically about the longer waiting times then you may be used to. because we strive to be as transparent as possible we (customer support) have decided to have a 5 day experiment where we will update you on some petition statistics on a daily basis. This experiment will start today (2012.06.04) and will end Friday (2012.06.08).

Last week I provided the following numbers:
Oldest petition without a reply in Billing: 2012.05.31 18:41
Oldest petition without a reply in Game Play: 2012.05.24 15:21
Oldest petition without a reply in Technical:2012.05.29 15:11
Number of petitions awaiting a GM answer in Billing: 130
Number of petitions awaiting a GM answer in Game Play: 1646
Number of petitions awaiting a GM answer in Technical: 177

2012.06.04
Oldest petition without a reply in Billing: 2012.06.01 17:14
Oldest petition without a reply in Game Play: 2012.05.24 23:18
Oldest petition without a reply in Technical: 2012.05.29 15:11
Oldest petition without a reply in German: 2012.05.30 09:57
Oldest petition without a reply in Russian: 2012.06.02 12:22
Oldest petition without a reply in Japanese: 2012.06.04 07:23
Number of petitions awaiting a GM answer in Billing: 393
Number of petitions awaiting a GM answer in Game Play: 2460
Number of petitions awaiting a GM answer in Technical: 265
Number of petitions awaiting a GM answer in German: 270
Number of petitions awaiting a GM answer in Russian: 250
Number of petitions awaiting a GM answer in Japanese: 2

2012.06.05
Oldest petition without a reply in Billing: 2012.06.01 22:17
Oldest petition without a reply in Game Play: 2012.05.25 03:49
Oldest petition without a reply in Technical: 2012.05.29 15:46
Oldest petition without a reply in German: 2012.06.02 14:11
Oldest petition without a reply in Russian: 2012.05.30 19:38
Oldest petition without a reply in Japanese: 2012.06.04 22:28
Number of petitions awaiting a GM answer in Billing: 476
Number of petitions awaiting a GM answer in Game Play: 2537
Number of petitions awaiting a GM answer in Technical: 323
Number of petitions awaiting a GM answer in German: 276
Number of petitions awaiting a GM answer in Russian: 172
Number of petitions awaiting a GM answer in Japanese: 5

2012.06.06
Oldest petition without a reply in Billing: 2012.06.02 03:32
Oldest petition without a reply in Game Play: 2012.05.19 19:52 (Transferred from non-game play queues)
Oldest petition without a reply in Technical: 2012.05.29 20:27
Oldest petition without a reply in German: 2012.05.21 22:51 (Transferred from English queues)
Oldest petition without a reply in Russian: 2012.06.05 10:04
Oldest petition without a reply in Japanese: None
Number of petitions awaiting a GM answer in Billing: 318
Number of petitions awaiting a GM answer in Game Play: 2617
Number of petitions awaiting a GM answer in Technical: 345
Number of petitions awaiting a GM answer in German: 211
Number of petitions awaiting a GM answer in Russian: 185
Number of petitions awaiting a GM answer in Japanese: 1

IMPORTANT
Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases. Thus you may have an open petition that is older then the numbers provided above.

Senior GM Homonoia | Info Group | Senior Game Master

GM Homonoia

Game Master Retirement Home

Likes received: 988

#2 - 2012-06-04 10:35:59 UTC | Edited by: GM Homonoia

2012.06.07
Oldest petition without a reply in Billing: 2012.06.04 22:45
Oldest petition without a reply in Game Play: 2012.05.27 13:15
Oldest petition without a reply in Technical: 2012.05.31 13:18
Oldest petition without a reply in German: 2012.05.22 19:21
Oldest petition without a reply in Russian: 2012.06.06 11:43
Oldest petition without a reply in Japanese: None
Number of petitions awaiting a GM answer in Billing: 87
Number of petitions awaiting a GM answer in Game Play: 2348
Number of petitions awaiting a GM answer in Technical: 296
Number of petitions awaiting a GM answer in German: 200
Number of petitions awaiting a GM answer in Russian: 216
Number of petitions awaiting a GM answer in Japanese: 1

2012.06.08
Oldest petition without a reply in Billing: 2012.06.04 03:18
Oldest petition without a reply in Game Play: 2012.05.27 23:30
Oldest petition without a reply in Technical: 2012.06.01 08:47
Oldest petition without a reply in German: 2012.05.25 14:33
Oldest petition without a reply in Russian: 2012.06.07 11:05
Oldest petition without a reply in Japanese: None
Number of petitions awaiting a GM answer in Billing: 141
Number of petitions awaiting a GM answer in Game Play: 2330
Number of petitions awaiting a GM answer in Technical: 271
Number of petitions awaiting a GM answer in German: 180
Number of petitions awaiting a GM answer in Russian: 224
Number of petitions awaiting a GM answer in Japanese: 1

IMPORTANT
Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases. Thus you may have an open petition that is older then the numbers provided above.

Senior GM Homonoia | Info Group | Senior Game Master

Destiny Corrupted

Deadly Viper Kitten Mitten Sewing Company

Senpai's Afterschool Anime and Gaming Club

Likes received: 2,930

#3 - 2012-06-04 10:42:54 UTC

You should make this a permanent thing. Also, add a counter for all the instances where the petition was something trivial, or redundant. You know, the type that reads something like "wtf is dis wardeck xploit??/ i jus tryed to mien wit copr but greefers go to shotting us? how do i stop dem from atacking us or have gm help plz??" The type we tell them not to file after a lengthy explanation of the rules and spirit of the game, only to be told to "stfu" and "get ready for [our] ban, noobs?"

Yes, that one. I would really like to know how many of those you get. Twisted

I wrote some true EVE stories! And no, they're not of the generic "my 0.0 alliance had lots of 0.0 fleets and took a lot of 0.0 space" sort. Check them out here:

https://truestories.eveonline.com/users/2074-destiny-corrupted

War Kitten

Panda McLegion

Likes received: 6,203

#4 - 2012-06-04 11:07:54 UTC

Destiny Corrupted wrote:

And please post the text of the best one in this thread weekly, so it can be properly ridiculed :)

+1 for the transparency

I don't judge people by their race, religion, color, size, age, gender, or ethnicity. I judge them by their grammar, spelling, syntax, punctuation, clarity of expression, and logical consistency.

Crisis Atmosphere Coalition of the Unfortunate 1,870
Sentient Blade Crisis Atmosphere Coalition of the Unfortunate Likes received: 1,870	#5 - 2012-06-04 14:13:13 UTC 1 It's cool - although I would personally suggest that you have someone have it converted into a table and put on the website somewhere it can be easily updated, just convert the dates to durations and you're golden. Dept \| Pending \| Oldest Unanswered Billing \| 393 \| 4d 6h Game Play \| 2460 \| 8h

GM Homonoia

Game Master Retirement Home

Likes received: 988

#6 - 2012-06-04 15:10:22 UTC

Sentient Blade wrote:

It's cool - although I would personally suggest that you have someone have it converted into a table and put on the website somewhere it can be easily updated, just convert the dates to durations and you're golden.

Dept | Pending | Oldest Unanswered
Billing | 393 | 4d 6h
Game Play | 2460 | 8h

That is something we thought about, but for now the current format is easily accomplished without getting our web teams involved. Some raw stuff right now is better then nothing.

Senior GM Homonoia | Info Group | Senior Game Master

Dark Space Syndicate 11
StudleyManiac Dark Space Syndicate Likes received: 11	#7 - 2012-06-04 21:58:44 UTC 2 This is pointless..... You really should be answering petitions instead of compiling worthless statistics.

Abdiel Kavash

Deep Core Mining Inc.

Caldari State

Likes received: 2,736

#8 - 2012-06-04 23:16:05 UTC

GM Homonoia wrote:

2012.06.04
Oldest petition without a reply in Billing: 2012.06.01 17:14
Oldest petition without a reply in Game Play: 2012.05.24 23:18
Oldest petition without a reply in Technical: 2012.05.29 15:11
Oldest petition without a reply in German: 2012.05.30 09:57
Oldest petition without a reply in Russian: 2012.06.02 12:22
Oldest petition without a reply in Japanese: 2012.06.04 07:23
Number of petitions awaiting a GM answer in Billing: 393
Number of petitions awaiting a GM answer in Game Play: 2460
Number of petitions awaiting a GM answer in Technical: 265
Number of petitions awaiting a GM answer in German: 270
Number of petitions awaiting a GM answer in Russian: 250
Number of petitions awaiting a GM answer in Japanese: 2

If you want a quick reply to your petition, write it in Japanese.

GM Homonoia

Game Master Retirement Home

Likes received: 988

#9 - 2012-06-05 00:05:29 UTC

StudleyManiac wrote:

This is pointless..... You really should be answering petitions instead of compiling worthless statistics.

These statistics take me less than 5 minutes to gather and post. This is not resulting in us answering any less petitions (and this post is made in my spare time, so this is just taking away a few minutes of me prancing around in Skyrim).

Senior GM Homonoia | Info Group | Senior Game Master

Perkone Caldari State 559
Chokichi Ozuwara Perkone Caldari State Likes received: 559	#10 - 2012-06-05 00:37:42 UTC 3 StudleyManiac wrote: This is pointless..... You really should be answering petitions instead of compiling worthless statistics. You must be a lot of fun at parties. Tears will be shed and pants will need to be changed all round.

DarthNefarius

Minmatar Heavy Industries

Likes received: 1,307

#11 - 2012-06-05 03:13:43 UTC | Edited by: DarthNefarius

Abdiel Kavash wrote:

GM Homonoia wrote:

If you want a quick reply to your petition, write it in Japanese.

Domo aregato mister roboto:

An' then Chicken@little.com, he come scramblin outta the    Terminal room screaming "The system's crashing! The system's    crashing!" -Uncle RAMus, 'Tales for Cyberpsychotic Children'

Otherworld Enterprises Otherworld Empire 15,906
Chribba Otherworld Enterprises Otherworld Empire Likes received: 15,906	#12 - 2012-06-05 09:50:46 UTC Nice amount of Game Play tickets there... ★★★ Secure 3rd party service ★★★ Visit my in-game channel 'Holy Veldspar' Twitter @ChribbaVeldspar

Hanathor

El Gremio Segundo

Likes received: 6

#13 - 2012-06-05 12:44:25 UTC

Abdiel Kavash wrote:

GM Homonoia wrote:

If you want a quick reply to your petition, write it in Japanese.

Yes the point of this thread is absolutely this.

Destiny Corrupted

Deadly Viper Kitten Mitten Sewing Company

Senpai's Afterschool Anime and Gaming Club

Likes received: 2,930

#14 - 2012-06-05 19:32:53 UTC

GM Homonoia wrote:

StudleyManiac wrote:

This is pointless..... You really should be answering petitions instead of compiling worthless statistics.

Why do the GMs get to play good games, but we don't?

I wrote some true EVE stories! And no, they're not of the generic "my 0.0 alliance had lots of 0.0 fleets and took a lot of 0.0 space" sort. Check them out here:

https://truestories.eveonline.com/users/2074-destiny-corrupted

Secular Wisdom 1,499
Vaju Enki Secular Wisdom Likes received: 1,499	#15 - 2012-06-06 09:44:06 UTC Make petitions cost ISK, with exponential growth. It will reduce the number of compulsive trash petition users. The Tears Must Flow

Dreddit Test Alliance Please Ignore 1,949
Ammzi Dreddit Test Alliance Please Ignore Likes received: 1,949	#16 - 2012-06-06 10:37:12 UTC Please, please post the funniest/petition of the week in this thread. Of course anonymous, but I bet you guys get some really hilarious once in a while.

GM Homonoia

Game Master Retirement Home

Likes received: 988

#17 - 2012-06-06 10:45:04 UTC

Ammzi wrote:

Please, please post the funniest/petition of the week in this thread. Of course anonymous, but I bet you guys get some really hilarious once in a while.

Sorry, we really cannot oblige here; that would simply be too sensitive and we do take your privacy seriously. However, if you want to hear about some funny stuff we sometimes encounter, here are two golden examples:
- How can I pause the game?
- Haw can I save my game?

Senior GM Homonoia | Info Group | Senior Game Master

Imperial Academy Amarr Empire 1,327
St Mio Imperial Academy Amarr Empire Likes received: 1,327	#18 - 2012-06-06 12:46:10 UTC I'll admit, I've gone Alt F S in EVE, purely out of reflex

Tobiaz

Spacerats

Likes received: 771

#19 - 2012-06-09 18:50:35 UTC

GM Homonoia wrote:

Oldest petition without a reply in Japanese: None

Guess we'll need to to learn Japanese...

Dame da!

GM Homonoia wrote:

- Haw can I save my game?

That would be 'print screen' Lol

Operation WRITE DOWN ALL THE THINGS!!! Check out the list at http://bit.ly/wdatt Collecting and compiling all fixes and ideas for EVE. Looking for more editors!

Sir13

Tritanium Industries and Technology

Goonswarm Federation

Likes received: 13

#20 - 2012-06-09 20:21:36 UTC

I understand petitions being a queue and waiting times being high etc but 11 days and counting and I'm still yet to hear on from my petition that was meant to be forwarded to a senior GM. My petition is of the utmost importance, my character sold, my isk gone, my assets gone and even lost some skills somehow.... I have T2 sentry drones and T2 large blasters but now I don't.

My patience is wearing extremely thin and everyday I check my email and still nothing, not even a god damn progess update. I've never known any kind of customer service for any kind of game being so utterly slow. I'm almost certain that the GM's are just ignoring my petition in with the impossible chance that i'll forget about it or something?!

I've sent many more updates to my petition asking nicely for some kind of update but they don't even have the decency to respond......

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EVE General Discussion

Game Master Retirement Home

Deadly Viper Kitten Mitten Sewing Company

Senpai's Afterschool Anime and Gaming Club

Panda McLegion

Crisis Atmosphere

Coalition of the Unfortunate

Dark Space Syndicate

Deep Core Mining Inc.

Caldari State

Perkone

Caldari State

Minmatar Heavy Industries

Otherworld Enterprises

Otherworld Empire

El Gremio Segundo

Secular Wisdom

Dreddit

Test Alliance Please Ignore

Imperial Academy

Amarr Empire

Spacerats

Tritanium Industries and Technology

Goonswarm Federation