These forums have been archived and are now read-only.

The new forums are live and can be found at https://forums.eveonline.com/

EVE General Discussion

 
  • Topic is locked indefinitely.
 

Petetion proccessing time ?

First post
Author
Previous Topic Next Topic
Dsan89
Bedlam.
#1 - 2012-10-20 02:20:25 UTC
Hi
So I've submitted two petitions.
First I posted one in "Reactivation Offers" saying my main account was missing the "hours for plex" option.
-I've seen this issue before, and I haven't used it this time, since my account ran out of subscription, so not something I did.

24hrs later, nothing has happend.
So I file a petetion in stuck, kinda anoyed saying; Please do something for my main account or respond to me what is going on.

... that petition is moved to "Time Codes and PLEX's" and still no comment from any GM..

So now it's more than 28 hours since my account went unsubscribed and 48+ hrs I haven't been able to plex my account.

I realize, I might be able to put in some effort and post a petition via the website from my main account, so I do.
And still no response to that one either, 16 hrs later or something.

So, how does it work ?
anything relating to billing has to be a non-gm that handles it and they are all off on weekend now and so I have to wait till Monday to get a response ?

thats pretty uncool :(
And if theres any, like opening hours to GMs and when you handle petetions during the day and week, could we maybe get to know it? like have schedules ?
ISD Suvetar
ISD Community Communications Liaisons
ISD Alliance
#2 - 2012-10-20 02:31:55 UTC
Hi,

The GMs do indeed handle this sort of thing and they are on the job 23-7 as there are players around the world.

There was an emergency server reboot earlier and I imagine that's had an effect on the amount of petitions in the system.

All I can urge you to do is remain patient and please don't open any more petitions about it; these are the petition guidelines:


  1. Each player is allowed to have at most two open petitions at a time.
  2. Please do not file a petition to report lag. We have plenty of tools to monitor the server and are aware of when it is lagging.
  3. Please take all minor issues and gameplay questions to the ingame help channel, before filing a petition.
  4. Please do not file multiple petitions about the same subject. This will only increase the petition load and doing so repeatedly may result in actions being taken against your account.
  5. Please do not file petitions to ask if your petition will be answered soon. Sometimes the waiting time can be long and we’d very much appreciate your patience.


I hope you get your problem resolved very soon.

[b]ISD Suvetar Captain/Commando Community Communication Liaisons (CCLs) Interstellar Services Department[/b]
Lord Ryan
True Xero
#3 - 2012-10-20 02:32:39 UTC
9000

Do not assume anything above this line was typed by me. Nerf the Truth, it's inconvenient.
Dsan89
Bedlam.
#4 - 2012-10-20 02:36:16 UTC
Frustration just builds up really really quick when it's kind of urgent issues that takes 2+ days just to get some response..
Also, my petetion and issue started well before the server issue..
Surfin's PlunderBunny
Sebiestor Tribe
Minmatar Republic
#5 - 2012-10-20 02:51:03 UTC  |  Edited by: Surfin's PlunderBunny
The funny part is if you submit multiple petitions they take even longer to respond. Settle in and wait, there have been cases of a 2 week wait. Never for me though because I don't whine Pirate

*Edit: Also if your petitions used the same spelling as your thread title CCP will need extra time to hire linguistic experts to translate it

"Little ginger moron" ~David Hasselhoff 

Want to see what Surf is training or how little isk Surf has?  http://eveboard.com/pilot/Surfin%27s_PlunderBunny
Graic Gabtar
The Lemon Party
#6 - 2012-10-20 07:34:10 UTC
Sometimes I have had responses in a few hours, usually over a week up to two, often up to a month.

Most petitions I have ever raised have also had to be escalated to get anything near resolution.

Good luck with your projects.
Doddy
Excidium.
#7 - 2012-10-20 08:02:05 UTC
Dsan89 wrote:

thats pretty uncool :(


Yeah ccp taking slightly longer than usual to manually reactivate your account cos you forgot to keep it subbed is pretty uncool.....
Nanatoa
#8 - 2012-10-20 11:03:14 UTC
Hours for PLEX only goes missing if you've abused it in the past (activated it but not used a PLEX).

I know you say you didn't, but considering you were so smart to file not one but two petitions in the wrong category (next time try Billing) I don't really trust you're smart enough to remember whether you did or didn't.

"Stay the course, we have done this many times before." - (CCP) Hilmar, June 2011
Vera Algaert
Republic University
Minmatar Republic
#9 - 2012-10-20 11:13:08 UTC
Dsan89 wrote:
Frustration just builds up really really quick when it's kind of urgent issues that takes 2+ days just to get some response.

Get used to it, 2-3 days wait time for a first reply are pretty standard for CCP customer support.

Also the first reply is usually a copy-paste job by someone who has only had a cursory glance at your petition - be prepared for at least 1-2 follow-ups with the GM who handles your petition until he actually understands your problem and more often than not you will have to escalate to senior GM in order to get a useful reply.

If your issue will resolve itself at some point within the next week, just don't bother writing a petition - you won't get any definite answer sooner than that.

.