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Customer support response times
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Eleonor Tecud
Viziam
Amarr Empire
#1 - 2013-06-20 19:26:29 UTC
are aweful.... I am waiting 6 days now because I cannot access my other accout. Come on CCP, you can do better. I am paying for a service I cannot use.

It would be somewhat ok if a response like "Yeah we're looking into it, its gonna take a week" came, but there is just silence on CCP's part.

Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Nice going CCP
Doc Fury
Furious Enterprises
#2 - 2013-06-20 19:29:10 UTC
You must be new here.

☼

There's a million angry citizens looking down their tubes..at me.
raunismaa3
Center for Advanced Studies
Gallente Federation
#3 - 2013-06-20 19:30:24 UTC
I do not know what you are talking about.

I made a ticket and 2 hours later i had 2 responses and my ticket was closed (it was resolved)

<3 ccp
Mr Kidd
Center for Advanced Studies
Gallente Federation
#4 - 2013-06-20 19:30:32 UTC
Eleonor Tecud wrote:
are aweful.... I am waiting 6 days now because I cannot access my other accout. Come on CCP, you can do better. I am paying for a service I cannot use.

It would be somewhat ok if a response like "Yeah we're looking into it, its gonna take a week" came, but there is just silence on CCP's part.

Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Nice going CCP



"Access my other account"......

What kind of access? Like you can't get on you give it a plex? Or you've paid for it, still can't log on?

If it's the former, I've never waited for more than 24hrs. If it's the latter, can't tell you.

Don't ban me, bro!
Eleonor Tecud
Viziam
Amarr Empire
#5 - 2013-06-20 19:34:38 UTC
Mr Kidd wrote:
Eleonor Tecud wrote:
are aweful.... I am waiting 6 days now because I cannot access my other accout. Come on CCP, you can do better. I am paying for a service I cannot use.

It would be somewhat ok if a response like "Yeah we're looking into it, its gonna take a week" came, but there is just silence on CCP's part.

Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Nice going CCP



"Access my other account"......

What kind of access? Like you can't get on you give it a plex? Or you've paid for it, still can't log on?

If it's the former, I've never waited for more than 24hrs. If it's the latter, can't tell you.


Rather the last one, paid and cannot logon. Makes me not feel like I am a valued customer at all.
Ned Taggart
University of Caille
Gallente Federation
#6 - 2013-06-20 19:45:16 UTC
I have had to file 2 requests and both times, it was less than 2hrs before it was resolved for me, so I have had no problems with their response time. Are you sure you got all the info correct in the request?
Eleonor Tecud
Viziam
Amarr Empire
#7 - 2013-06-20 19:49:06 UTC
Yeah pretty much so.

Even if it would not be enough I'd rather expect an answer like "stuffs missing, please add" than nothing at all.
Solutio Letum
The Scope
Gallente Federation
#8 - 2013-06-20 19:56:22 UTC
Ok here's your automated respond you wanted so badly:

"Clear your cash, restart your computer and try again please"
Eleonor Tecud
Viziam
Amarr Empire
#9 - 2013-06-20 19:59:07 UTC
Solutio Letum wrote:
Ok here's your automated respond you wanted so badly:

"Clear your cash, restart your computer and try again please"


Thank you, but I'll not bite. I already tried clearing the cache and restarted multiple times.

This is rather a question of customer relations to me and all I asked is where else I could place an escalation or get someone to answer.
baltec1
Bat Country
Pandemic Horde
#10 - 2013-06-20 20:02:36 UTC
The system is full of dross and I hear a good number bot bots have been hammered of late so its likely more cluttered than it normaly is.
Eleonor Tecud
Viziam
Amarr Empire
#11 - 2013-06-20 20:03:51 UTC
baltec1 wrote:
The system is full of dross and I hear a good number bot bots have been hammered of late so its likely more cluttered than it normaly is.


Thank you for that information. Do bots write petitions though? Still think it's kind of sad that almost a week passed.
Unsuccessful At Everything
The Troll Bridge
#12 - 2013-06-20 20:12:43 UTC
Threaten to unsub (#) of accounts because (reason). Dont forget to mention that you spend (amount) for (#) of subs for (#) of years so you demand (to be heard/ special priviledges/ expedited service).

This almost always works about 5% of the time sometimes.

Since the cessation of their usefulness is imminent, may I appropriate your belongings?
Eleonor Tecud
Viziam
Amarr Empire
#13 - 2013-06-20 20:17:11 UTC
Unsuccessful At Everything wrote:
Threaten to unsub (#) of accounts because (reason). Dont forget to mention that you spend (amount) for (#) of subs for (#) of years so you demand (to be heard/ special priviledges/ expedited service).

This almost always works about 5% of the time sometimes.


Well actually yes, that would be the conclusion. And this has nothing to do with threatening. Basic thing is, that I payed and cannot use.
If you pay for a service you expect it to work. If it does not work you expect it to be fixed. Simple as that. If that cannot be provided, not paying anymore is the sound and logical conclusion.
Milla Jov
Federal Navy Academy
Gallente Federation
#14 - 2013-06-24 19:13:04 UTC
Eleonor Tecud wrote:
Unsuccessful At Everything wrote:
Threaten to unsub (#) of accounts because (reason). Dont forget to mention that you spend (amount) for (#) of subs for (#) of years so you demand (to be heard/ special priviledges/ expedited service).

This almost always works about 5% of the time sometimes.


Well actually yes, that would be the conclusion. And this has nothing to do with threatening. Basic thing is, that I payed and cannot use.
If you pay for a service you expect it to work. If it does not work you expect it to be fixed. Simple as that. If that cannot be provided, not paying anymore is the sound and logical conclusion.

That's about where I'm at; I have a support ticket that has been open for 11 days and counting, zero response.

If there's a huge backlog in the ticketing system, I'd appreciate them just putting up a post about it so I can at least realize I'm not being summarily ignored.
Tiber Ibis
The Paratwa Ka
#15 - 2013-06-24 20:55:00 UTC
Eleonor Tecud wrote:
Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Just chill out. CCP will respond to you when they are ready. For closed or inactive account they can take up to a week to respond in my experience. Escalating your ticket and creating multiple useless petitions is the reason they take such a long time to respond. Is there any reason why you think you should jump ahead of the que before everyone else? Just sit back down and wait your turn.
Rengerel en Distel
#16 - 2013-06-24 21:24:56 UTC
Tiber Ibis wrote:
Eleonor Tecud wrote:
Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Just chill out. CCP will respond to you when they are ready. For closed or inactive account they can take up to a week to respond in my experience. Escalating your ticket and creating multiple useless petitions is the reason they take such a long time to respond. Is there any reason why you think you should jump ahead of the que before everyone else? Just sit back down and wait your turn.


Perhaps the part where it's not an inactive account?

With the increase in shiptoasting, the Report timer needs to be shortened.
Tiber Ibis
The Paratwa Ka
#17 - 2013-06-24 23:53:13 UTC  |  Edited by: Tiber Ibis
Rengerel en Distel wrote:
Tiber Ibis wrote:
Eleonor Tecud wrote:
Where can I adress this too? Escalating my ticket obviously does not work, as nobody seems to read it. Writing an eMail to support@eveonline.com achieved nothing either... Not even an automated response that the mail was received.

Just chill out. CCP will respond to you when they are ready. For closed or inactive account they can take up to a week to respond in my experience. Escalating your ticket and creating multiple useless petitions is the reason they take such a long time to respond. Is there any reason why you think you should jump ahead of the que before everyone else? Just sit back down and wait your turn.


Perhaps the part where it's not an inactive account?

Whether it is or is not, CCP often take up to a week to respond in more difficult cases. OP said it is for an account which is inactive/cancelled/blocked or whatever, have another look at the opening post.
Setaceous
Nexus Prima
#18 - 2013-06-25 00:05:49 UTC
Eleonor Tecud wrote:

Do bots write petitions though?


OMG, my son/daughter/wife/husband/dog was botting. It totally wasn't me, I know nothing about it.