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Support ticket response

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renatojf
PulaLeeroy Br
Brave Collective
#1 - 2014-08-11 22:37:50 UTC  |  Edited by: renatojf
I created a bug report 6 days ago and still nothing.
I talked about this with a friend and he said CCP usually takes more than a week to respond

Is this true? Why would a company that runs one of the biggest online games take so long to address issues and bug reports from their customers?
renatojf
PulaLeeroy Br
Brave Collective
#2 - 2014-08-14 01:38:47 UTC
still no answer.. this is ridiculous
Rutger Janssen
Chanuur
The Initiative.
#3 - 2014-08-14 09:02:39 UTC
Do you mean bug reports or support ticket?
If you mean support ticket, 6 days is not that bad.

If you mean bug report, they don't respond to them anymore sadly. If you mean you've been waiting for 6 days for them to fix a bug, I'm waiting 2+ years for them to fixing contract sorting and fetching of transaction data.
CCP Sledgehammer
C C P
C C P Alliance
#4 - 2014-08-14 13:32:26 UTC
When we changed our defect system to Jira we lost the ability to give feedback on reports, this doesn't mean we are not looking at them. We should have the ability to reply to players soon.

Graphical QA Analyst | EVE Quality Assurance | Team TriLambda
CCP Sledgehammer
C C P
C C P Alliance
#5 - 2014-08-14 13:33:31 UTC
renatojf wrote:
I created a bug report 6 days ago and still nothing.
I talked about this with a friend and he said CCP usually takes more than a week to respond

Is this true? Why would a company that runs one of the biggest online games take so long to address issues and bug reports from their customers?


What was the nature of your bug report? I will have a look and see what its status is.

Graphical QA Analyst | EVE Quality Assurance | Team TriLambda
renatojf
PulaLeeroy Br
Brave Collective
#6 - 2014-08-14 14:09:34 UTC
CCP Sledgehammer wrote:
renatojf wrote:
I created a bug report 6 days ago and still nothing.
I talked about this with a friend and he said CCP usually takes more than a week to respond

Is this true? Why would a company that runs one of the biggest online games take so long to address issues and bug reports from their customers?


What was the nature of your bug report? I will have a look and see what its status is.

My skill paused its training for no reason.
I was training Amarr Frigates V, then I injected Sensor Link I, II and III

It had plenty of room. I logged out of the game just before it hit Sensor Link II. I got the message on my phone saying that the skill finished and started Sensor Link III. After a couple of minutes, my skill paused. I was AFK from eve for about 2 days and couldn't log in to restart the queue.

I lost around 4k SP from apparently a bug on the skill queue system.
renatojf
PulaLeeroy Br
Brave Collective
#7 - 2014-08-14 14:10:20 UTC
Rutger Janssen wrote:
Do you mean bug reports or support ticket?
If you mean support ticket, 6 days is not that bad.

If you mean bug report, they don't respond to them anymore sadly. If you mean you've been waiting for 6 days for them to fix a bug, I'm waiting 2+ years for them to fixing contract sorting and fetching of transaction data.

I meant support ticket. My bad.
Darkblad
Doomheim
#8 - 2014-08-14 14:49:42 UTC
CCP Sledgehammer wrote:
When we changed our defect system to Jira we lost the ability to give feedback on reports, this doesn't mean we are not looking at them. We should have the ability to reply to players soon.
In July 2013, Part 1 of the Devblogs about the new Bug Reporting System stated:
CCP Goliath wrote:
There will be some features from the previous version that won‘t be available on launch. EVE needed to move between defect tracking systems faster than the new web pages and IGBR could be ready, so we decided to get the core functionality – the ability to report issues – out first, and have the rest of the features follow in iterations. Most importantly, this means there will be no two way communication between you and the person dealing with your bug report at launch. In the previous version, we could contact you through the bug reporting site, that functionality will be added to the new web pages in the next iteration of this feature.
Are there any iterations to be expected, considering that this devblog is a bit more than a year old now?

NPE – ISD – RIP
CCP Paradox
#9 - 2014-08-14 17:25:45 UTC
Darkblad wrote:
CCP Sledgehammer wrote:
When we changed our defect system to Jira we lost the ability to give feedback on reports, this doesn't mean we are not looking at them. We should have the ability to reply to players soon.
In July 2013, Part 1 of the Devblogs about the new Bug Reporting System stated:
CCP Goliath wrote:
There will be some features from the previous version that won‘t be available on launch. EVE needed to move between defect tracking systems faster than the new web pages and IGBR could be ready, so we decided to get the core functionality – the ability to report issues – out first, and have the rest of the features follow in iterations. Most importantly, this means there will be no two way communication between you and the person dealing with your bug report at launch. In the previous version, we could contact you through the bug reporting site, that functionality will be added to the new web pages in the next iteration of this feature.
Are there any iterations to be expected, considering that this devblog is a bit more than a year old now?


Yes, iterations are to be expected. When we have something we will definitely talk about it.

CCP Paradox | EVE QA | Team Phenomenon

Space Magician
Darkblad
Doomheim
#10 - 2014-08-14 19:32:14 UTC
thanks for that, looking forward to it (to push some already existing bugreports *giggles*)

NPE – ISD – RIP
Circumstantial Evidence
#11 - 2014-08-15 01:08:25 UTC  |  Edited by: Circumstantial Evidence
CCP Sledgehammer / Paradox - can you check if this bug has been assigned to a developer? I first filed it under a different character using the old system, in 2012. I wonder what wormhole # 146478 fell into. I re-filed it with this title: "Rig blueprints do not sort in groups, like rig items" It would have been nice to see it fixed in Crius, but, there were much worse problems :)
Rutger Janssen
Chanuur
The Initiative.
#12 - 2014-08-15 07:40:55 UTC
renatojf wrote:
Rutger Janssen wrote:
Do you mean bug reports or support ticket?
If you mean support ticket, 6 days is not that bad.

If you mean bug report, they don't respond to them anymore sadly. If you mean you've been waiting for 6 days for them to fix a bug, I'm waiting 2+ years for them to fixing contract sorting and fetching of transaction data.

I meant support ticket. My bad.


After you logged back in, was the skill in the queue and counting down? But when you reopen it, the time was reset? When you hovered over your character icon, did it say training skill X but also no skill in training?
CCP Paradox
#13 - 2014-08-15 11:56:40 UTC
Circumstantial Evidence wrote:
CCP Sledgehammer / Paradox - can you check if this bug has been assigned to a developer? I first filed it under a different character using the old system, in 2012. I wonder what wormhole # 146478 fell into. I re-filed it with this title: "Rig blueprints do not sort in groups, like rig items" It would have been nice to see it fixed in Crius, but, there were much worse problems :)


Yes it is actively assigned to a team. That team will triage this defect with others when planning what work to do for when.

CCP Paradox | EVE QA | Team Phenomenon

Space Magician
Darkblad
Doomheim
#14 - 2014-08-16 06:49:32 UTC
CCP Paradox wrote:
Darkblad wrote:
CCP Sledgehammer wrote:
When we changed our defect system to Jira we lost the ability to give feedback on reports, this doesn't mean we are not looking at them. We should have the ability to reply to players soon.
In July 2013, Part 1 of the Devblogs about the new Bug Reporting System stated:
CCP Goliath wrote:
There will be some features from the previous version that won‘t be available on launch. EVE needed to move between defect tracking systems faster than the new web pages and IGBR could be ready, so we decided to get the core functionality – the ability to report issues – out first, and have the rest of the features follow in iterations. Most importantly, this means there will be no two way communication between you and the person dealing with your bug report at launch. In the previous version, we could contact you through the bug reporting site, that functionality will be added to the new web pages in the next iteration of this feature.
Are there any iterations to be expected, considering that this devblog is a bit more than a year old now?


Yes, iterations are to be expected. When we have something we will definitely talk about it.
This https://community.eveonline.com/support/bug-reports/my-bug-reports/ is new, right?

NPE – ISD – RIP