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Support Ticket Queue Status

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Laura Bierce
Science and Trade Institute
Caldari State
#21 - 2012-06-11 08:56:31 UTC
Eleven days?? Damn, I've got an issue myself over a character trade, nothing too big, but I'm not the only one involved so I truely hope to get an answer in the coming hours... Wouldn't want to wait for days on this one...
Sir13
Tritanium Industries and Technology
Goonswarm Federation
#22 - 2012-06-11 16:21:32 UTC
You'll most likely be waiting weeks, as it so happens account disputes are of the lowest priority on CCP's petition scale.
GM Homonoia
Game Master Retirement Home
#23 - 2012-06-11 17:07:44 UTC
Sir13 wrote:
You'll most likely be waiting weeks, as it so happens account disputes are of the lowest priority on CCP's petition scale.


Not the lowest priority (they are actually considered rather high in priority), but account disputes are by far some of the most complex and time consuming cases we deal with. Only specialized GMs (of which there aren't many) can deal with these cases and when they do the investigation is lengthy and complex.

Senior GM Homonoia | Info Group | Senior Game Master
Heofz
Science and Trade Institute
Caldari State
#24 - 2012-06-13 09:08:32 UTC  |  Edited by: Heofz
One of our directors had their account hacked and several bil worth of ISK and assets were stolen from our corp.

CCP hasn't responded to his petition at all for over 10 days now.

In one station, the thief/hacker had all its stolen assets (which was the majority) nice and neatly sitting on a public 20bil contract, as he had no access to getting at the assets himself (he tried to dock with a new toon and failed, seemed like a noob RMT'er).

Our director's petition was passed all of this information several days ago, adding information about the hacker, contract etc, all as soon as he learned about them. The petition has been chased, and still not heard so much as a peep from CCP.

As of yesterday that contract has now been taken down and now we don't know who holds those assets.

I would have thought account hacking cases are taken seriously?? It is incredibly frustrating that we haven't had any communication in nearly 2 weeks!

Edit: Now the guy has taken down the contract and begun the process of hot-selling the assets.... Sad
Gerald Taric
NEO DYNAMICS
#25 - 2012-06-13 12:35:42 UTC
This morning i created a petition concerning regaining access to an old account of mine. It was answered within round about 30 minutes. Thank you very much for the fast response.
EFF ONEF1
Caldari Grand Prix Engineering
#26 - 2012-06-14 00:40:01 UTC
It would be beneficial to know how many new tickets are submitted as well.

Looking at these numbers alone I'd say not much is going on.

But perhaps the good gm only has current queue view access.
GM Homonoia
Game Master Retirement Home
#27 - 2012-06-14 15:50:33 UTC
EFF ONEF1 wrote:
It would be beneficial to know how many new tickets are submitted as well.

Looking at these numbers alone I'd say not much is going on.

But perhaps the good gm only has current queue view access.


On average current creation rates fluctuate between 1100 and 1400 new petitions each day

Senior GM Homonoia | Info Group | Senior Game Master
ZaBob
The Scope
Gallente Federation
#28 - 2012-06-17 21:57:20 UTC
Abdiel Kavash wrote:
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.

ありがとう、その情報をよく使います。

「Unified Inventory」はとっても切ない!

OK, there, I fixed it for everyone. You can thank me later.
Valdamerca
Brutor Tribe
Minmatar Republic
#29 - 2012-06-19 23:21:09 UTC
Gerald Taric wrote:
This morning i created a petition concerning regaining access to an old account of mine. It was answered within round about 30 minutes. Thank you very much for the fast response.

Lucky you , I have one going for several days regarding loss of access to my main account and still nothing. :( You`d think Billing&Account would be a priority category :( (Yes I am bitter and pissed atm)
Azami Nevinyrall
172.0.0.1
#30 - 2012-06-20 12:48:58 UTC
I've yet to experience longer then 2 days for a reply.

Keep up the good work!!!

...
GM Homonoia
Game Master Retirement Home
#31 - 2012-06-20 14:33:01 UTC
A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.

Game Play - 902
Billing - 128
Technical - 39

The rest is spread across languages and special investigations.

Senior GM Homonoia | Info Group | Senior Game Master
Cosmos Troy
Data Dash Creations
#32 - 2012-06-20 19:01:08 UTC
GM Homonoia wrote:
A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.

Game Play - 902
Billing - 128
Technical - 39

The rest is spread across languages and special investigations.


Sweet god!

Whats the least amount you've ever had? lol

Research is a game of patience. [u]Avatar Research[/u]
Deep Trip
The Scope
Gallente Federation
#33 - 2012-06-20 21:37:23 UTC
One would think there would be more billing petitions in regards to the gift default being changed from Pax Amar to +2 implants.
GM Homonoia
Game Master Retirement Home
#34 - 2012-06-21 11:09:01 UTC
Cosmos Troy wrote:
GM Homonoia wrote:
A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.

Game Play - 902
Billing - 128
Technical - 39

The rest is spread across languages and special investigations.


Sweet god!

Whats the least amount you've ever had? lol


We have had the queue at zero a few times.

Senior GM Homonoia | Info Group | Senior Game Master
Rip Marley
MANPENIS
#35 - 2012-06-21 19:53:26 UTC
GM Homonoia wrote:


We have had the queue at zero a few times.




I wish it was there now. I can't play the game until my petition gets answered.
Valdamerca
Brutor Tribe
Minmatar Republic
#36 - 2012-06-22 12:07:47 UTC
Same situation here since Monday ...
Shameless Avenger
Can Preachers of Kador
#37 - 2012-06-24 17:37:24 UTC
This is indeed a good idea. Many business have these systems. There should be some studies on the Internets about how much happier customers are when they know what the queue status is.

This will not eliminate the angry customers that account-shared and are now whining about their accounts being hacked. But at least it helps with PR when the acct-sharer posts "I haven't had answer in 2 weeks"... then people see the queue counter and reply "longer unanswered petition is 3 days so this is troll & bs".

I home more poeple like this here on the forums so you could have virtual support to promote the idea to higher ups and get the web team to implement a shiny counter.

"This is the Ninja. He will scan you down; he will salvage your wrecks and there shall be no aggro"
X1376
Deep Core Mining Inc.
Caldari State
#38 - 2012-06-25 11:33:53 UTC
I have a question, if it is not secret stuff.

I noticed some games have top priority to answer as quick as possible newly open ticket and if issue persist they put it into slow queue where it hangs till its time comes. So optically for 90% of issues they get very quick response, but once it gets complicated, it can take days.

Others games just process tickets all same as they come.

What system is used in EVE?
Valdamerca
Brutor Tribe
Minmatar Republic
#39 - 2012-06-25 12:17:55 UTC
Over a week since I cannot access my main account \o/ Wonder if I`ll get a answer this month ... or recover lost skill time :))
Rakshasa Taisab
Sane Industries Inc.
#40 - 2012-06-25 13:13:41 UTC
Abdiel Kavash wrote:
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.

Heh, I knew it would come in handy some day.

Nyan