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How long are petition queues these days?
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Nanatoa
#1 - 2013-11-06 18:22:21 UTC
I filed a petition a month ago (Oct 8th) and have yet to receive a response. The matter I petitioned isn't something GMs will see every day, so I figured it might take a bit longer to answer than a copy&paste mission reset answer (for example), but more than 4 weeks is pushing my patience a bit. The only previous petition I ever filed was answered within a day.

At some point CCP has moved the petition from the "Reimbursement" category to the "Other" category (the desired answer to my petition will involve the undoing of several ingame transactions, that's why I thought "Reimbursement" would be the correct category). But surely 4 weeks is long enough for it to work it's way through two queues? (Assuming a move places the petition at the back of the new queue.)

Is there any way of getting an indication of when the petition will be answered, short of filing another petition?

"Stay the course, we have done this many times before." - (CCP) Hilmar, June 2011
Unsuccessful At Everything
The Troll Bridge
#2 - 2013-11-06 19:22:24 UTC
Confirming that posting in GD about petition wait times does indeed shorten said wait times.




Since the cessation of their usefulness is imminent, may I appropriate your belongings?
Octoven
Stellar Production
#3 - 2013-11-06 19:27:01 UTC
This is an area of the game that has pretty much been rather embarrassing. I have played other games *cough cough* wow. I must admit comparatively between the two. CCP tends to be slow in petition responses the worst part is they reply via the petition system. So you reply to clarify the issue and thus dragging out an issue for months. Blizzard on the other hand has in the past responded to my petition next day and in some cases same day. I have never had one go beyond 2 days with them. They also make attempts to contact me ingame via chat channel rather than just responding like a ******* email.

Hopefully CCP customer support can learn from that and actually start putting more resources into this area. Refine it, and make attempts to chat in game with players who are online.
To Be Me
Doomheim
#4 - 2013-11-06 19:37:55 UTC
Octoven wrote:
This is an area of the game that has pretty much been rather embarrassing. I have played other games *cough cough* wow. I must admit comparatively between the two. CCP tends to be slow in petition responses the worst part is they reply via the petition system. So you reply to clarify the issue and thus dragging out an issue for months. Blizzard on the other hand has in the past responded to my petition next day and in some cases same day. I have never had one go beyond 2 days with them. They also make attempts to contact me ingame via chat channel rather than just responding like a ******* email.

Hopefully CCP customer support can learn from that and actually start putting more resources into this area. Refine it, and make attempts to chat in game with players who are online.


Not even considering blizzard customer support which is outstanding, you can just call them..

thumbs up if you like :))))
Velicitia
XS Tech
#5 - 2013-11-06 19:39:40 UTC
Nanatoa wrote:
... will involve the undoing of several ingame transactions...


This is why it's taking ages.

Can't comment on switching it to "Other" (they should have said something about it in a response) -- though it's likely because "reimbursement" is generally for ship loss and stuff ... if you're looking to reverse transactions between yourself and another player, well ... they might even be going so far as gearing up the RMT killers ...

One of the bitter points of a good bittervet is the realisation that all those SP don't really do much, and that the newbie is having much more fun with what little he has. - Tippia
Na Und
Galactronics
#6 - 2013-11-06 19:42:04 UTC
You should probably consider filing a petition to CCP with your question.
Zylithi
Four Mouseketeers
#7 - 2013-11-06 20:12:25 UTC
Na Und wrote:
You should probably consider filing a petition to CCP with your question.


Probably good to double check that that's okay, best to file a petition asking if it's okay to file a petition.
Erotica 1
Krypteia Operations
#8 - 2013-11-06 20:54:19 UTC
Nanatoa wrote:
I filed a petition a month ago (Oct 8th) and have yet to receive a response. The matter I petitioned isn't something GMs will see every day, so I figured it might take a bit longer to answer than a copy&paste mission reset answer (for example), but more than 4 weeks is pushing my patience a bit. The only previous petition I ever filed was answered within a day.

At some point CCP has moved the petition from the "Reimbursement" category to the "Other" category (the desired answer to my petition will involve the undoing of several ingame transactions, that's why I thought "Reimbursement" would be the correct category). But surely 4 weeks is long enough for it to work it's way through two queues? (Assuming a move places the petition at the back of the new queue.)

Is there any way of getting an indication of when the petition will be answered, short of filing another petition?


Undoing transactions? Did you buy something in Jita from a merchant with a no refund policy?

See Bio for isk doubling rules. If you didn't read bio, chances are you funded those who did.
Impala59
Amazing Super Slackers
#9 - 2013-11-06 20:56:46 UTC
Zylithi wrote:
Na Und wrote:
You should probably consider filing a petition to CCP with your question.


Probably good to double check that that's okay, best to file a petition asking if it's okay to file a petition.


Damn, two of you beat me to it. I would recommend petitioning before you petition the original petition to find out how long the wait is.
Sarah Wish
Doomheim
#10 - 2013-11-06 20:57:39 UTC
wow
such long qs
very busy
much rage
wow
Nanatoa
#11 - 2013-11-06 21:04:30 UTC  |  Edited by: Nanatoa
Unsuccessful At Everything wrote:
Confirming that posting in GD about petition wait times does indeed shorten said wait times.


The wait time doesn't have to be shortened. Even an estimate of how long it wil take would be better than this indefinite 'some time in the future'. (Of course it will be some time in the future, because it won't be in the past.)

Velicitia wrote:
if you're looking to reverse transactions between yourself and another player, well ... they might even be going so far as gearing up the RMT killers ...


Though the other side of the transactions does involve a corporation which was recently forced to change its policies, I don't think they've ever been punished for involvement in RMT.

Na Und wrote:
You should probably consider filing a petition to CCP with your question.


I did consider that, but didn't want to waste a GMs time.

Erotica 1 wrote:
Undoing transactions? Did you buy something in Jita from a merchant with a no refund policy?


I was bait-and-switch scammed in a CCP-endorsed event. Unfortunately, the operators did not prove as trustworthy as you yourself have proven to be, Erotica 1.

"Stay the course, we have done this many times before." - (CCP) Hilmar, June 2011
Velicitia
XS Tech
#12 - 2013-11-06 21:15:28 UTC
Nanatoa wrote:

Velicitia wrote:
if you're looking to reverse transactions between yourself and another player, well ... they might even be going so far as gearing up the RMT killers ...


Though the other side of the transactions does involve a corporation which was recently forced to change its policies, I don't think they've ever been punished for involvement in RMT.


Never said they *were* investigating RMT, but that it's a possibility -- especially since you're trying to get them to reverse transactions.

One of the bitter points of a good bittervet is the realisation that all those SP don't really do much, and that the newbie is having much more fun with what little he has. - Tippia
Kitty Bear
Deep Core Mining Inc.
Caldari State
#13 - 2013-11-06 21:54:34 UTC
They are longer than a piece of string.
Rich Uncle PennyBags
EVE Online Monopoly
#14 - 2013-11-06 22:09:41 UTC
From the vague description given here, I'm guessing that it's a somer related issue.

Given the recent events, I would say that it's going to be a little while before it gets sorted.

Doing the wrong thing here could cause the community to flip **** on CCP.

I'd say, just have patience. As long as you've done nothing wrong and everything is within EULA/TOS, it'll probably resolve in your favor when they eventually solve the issue.
Eko Fromtv
Center for Advanced Studies
Gallente Federation
#15 - 2013-11-06 22:25:39 UTC
Depends on the issue.

I have had two tickets recently and all were taken care very quickly. One in less than 24h and the other in 2 days time or so. I guess your problem is very complicated. I

(Ice) Miner for life.
Bruce Bayne
Caldari Provisions
Caldari State
#16 - 2013-11-06 23:34:34 UTC
my fastest response time was under 10 minutes on a petition regarding an exploit.
eula violations were also handled under 24h.
more complicated matters were take care of under 36 hours.

i had never problems with petitions and mostly recieved the answers and help i needed.

what did i do?

well two things:

1. try to use proper language and spelling... customer service guys are also people you knoooow?
so beeing nice helps a lot.

2. describe your problem as precise as possible, but dont use unnecessary words or descibe your feelings, because noone cares that you are "mad" or "sad" etc.

follow that guidelines and you will see, that you will recieve answers to petitions in a short period.

ohh by the way. on one of the "couch talks" on the last fanfest i believe, there was that senior gm and he said that they have priority queues....like if you are stuck you will get help immediatly.
if you cry, curse and are acting like a ****, then your petition will be pushed back in the line, which is understandable.
Octoven
Stellar Production
#17 - 2013-11-07 05:31:09 UTC
To Be Me wrote:
Octoven wrote:
This is an area of the game that has pretty much been rather embarrassing. I have played other games *cough cough* wow. I must admit comparatively between the two. CCP tends to be slow in petition responses the worst part is they reply via the petition system. So you reply to clarify the issue and thus dragging out an issue for months. Blizzard on the other hand has in the past responded to my petition next day and in some cases same day. I have never had one go beyond 2 days with them. They also make attempts to contact me ingame via chat channel rather than just responding like a ******* email.

Hopefully CCP customer support can learn from that and actually start putting more resources into this area. Refine it, and make attempts to chat in game with players who are online.


Not even considering blizzard customer support which is outstanding, you can just call them..



Lol you think I have international calling to contact Iceland to talk about an issue in game when a GM is fully capable to contact me ingame via chat channel? I don't think its too much to ask to have a GM to at least TRY to send a chat invite. If we do not respond within a reasonable time, then by all means respond via petition system. Personally I would rather a GM chat live with me to resolve the issue in mere minutes opposed to drawing it out for weeks. I believe this in an area CCP can improve upon.
Zions Child
Higashikata Industries
#18 - 2013-11-07 07:24:19 UTC  |  Edited by: Zions Child
Octoven wrote:
[Lol you think I have international calling to contact Iceland to talk about an issue in game when a GM is fully capable to contact me ingame via chat channel? I don't think its too much to ask to have a GM to at least TRY to send a chat invite. If we do not respond within a reasonable time, then by all means respond via petition system. Personally I would rather a GM chat live with me to resolve the issue in mere minutes opposed to drawing it out for weeks. I believe this in an area CCP can improve upon.



Eh I've never had a problem with the petition service.

As for call centers (which I realize you aren't asking for) they'd either cost far too much to be feasible, or be the shittiest call centers imaginable.


As for a GM dropping an in game chat, iirc they have done that (or did that) in the past. It's entirely possible that they just don't have enough GMs, in which case they should hire a few more.

That being said, there are some obvious problems with in-game chat GMs - some issues involve situations where you can't chat with them.




Oh, and as an aside, most of my petitions have been answered very swiftly. Almost always within a day, usually within a few hours. If I'm online when they respond, and I respond with clarification immediately, they normally respond within the next few minutes (which is honestly about as fast as they'd respond in an ingame chat channel).

EDIT: I think it would be best if they provided an analysis of petition response times. Arguably they already have that information.
Nanatoa
#19 - 2013-11-07 11:43:22 UTC
Rich Uncle PennyBags wrote:
I'd say, just have patience. As long as you've done nothing wrong and everything is within EULA/TOS, it'll probably resolve in your favor when they eventually solve the issue.


I've got 16B tied up in this. Even at a modest ROI of 5% this patience is costing me 800M a month.

Eko Fromtv wrote:
I guess your problem is very complicated. I


I guess it is complicated. But a-month-to-even-reply-complicated? That would be really really very complicated.

Bruce Bayne wrote:
if you cry, curse and are acting like a ****, then your petition will be pushed back in the line, which is understandable.


I assure you, my petition is polite and well formulated.

Zions Child wrote:
EDIT: I think it would be best if they provided an analysis of petition response times. Arguably they already have that information.


That would help. At the moment all we can do is just uninformed guessing and hoping.

"Stay the course, we have done this many times before." - (CCP) Hilmar, June 2011
RAW23
#20 - 2013-11-07 11:50:32 UTC
I suggest that you follow best practice:

a) Form a friendship with CCP devs.

b) Acquire skype contact details for said devs.

c) Bypass petition queues entirely by having a direct route for resolving your queries.

Not sure if this premium service is available to all eve players but it is definitely an option for some.

There are two types of EVE player:

those who believe there are two types of EVE player and those who do not.
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