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4 weeks without answer from Support

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Author
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Trampp
Desert Habitant
#1 - 2014-09-05 19:00:17 UTC
Respectable society. I'm confused and angry.

At 08.08.2014 19:42:25
I ordered manufacturing of Anshar: as a result - payed money and used materials. The problem appeared when I noticed that System used for construction My Active Obelisk with cargo instead of Repackaged Obelisk which also was in Shipangar. When I noticed that I canceled the manufacturing - lost everything. The obelisk was returned to me, but other stuff (money and construction materials) were lost.

Is it normal to wait 4 weeks for decision in EVE now?
Paranoid Loyd
#2 - 2014-09-05 19:01:18 UTC
Soon™

"There is only one authority in this game, and that my friend is violence. The supreme authority upon which all other authority is derived." ISD Max Trix

Fix the Prospect!
Absolutely Not Analt
Carebears on Fire
#3 - 2014-09-05 19:02:49 UTC
Trampp wrote:
Respectable society. I'm confused and angry.

At 08.08.2014 19:42:25
I ordered manufacturing of Anshar: as a result - payed money and used materials. The problem appeared when I noticed that System used for construction My Active Obelisk with cargo instead of Repackaged Obelisk which also was in Shipangar. When I noticed that I canceled the manufacturing - lost everything. The obelisk was returned to me, but other stuff (money and construction materials) were lost.

Is it normal to wait 4 weeks for decision in EVE now?


Depending on what the petition is about, yes. Keep in mind, we just had a new release roll out last week, so they're probably pretty backed up at the moment with other petitions as well.

Also, if they have to do research through the logs, that could take longer.

Eve is a multi player game. And you are the content. - Ralph King-Griffin Being meh at two things is not better than being great at one. - Lugh Crow-Slave
Steppa Musana
Doomheim
#4 - 2014-09-05 19:12:19 UTC
Took about 3 weeks to have a petitioned answered recently. Just a long wait. Send them a nudge.

Hey guys.
Domanique Altares
Rifterlings
#5 - 2014-09-05 19:32:06 UTC
We're sorry, but the logs indicate that you filed no such support request. While we understand the users' need for support, it would not be justified for us to provide user support at this time and under these circumstances.
Derrick Miles
Death Rabbit Ky Oneida
#6 - 2014-09-05 19:39:38 UTC
I've been waiting over a month on one of mine so I guess it's not uncommon.
bacon lettuce tomato
#7 - 2014-09-05 19:57:59 UTC
Not really suprised if most reimbursment tickets are like yours OP
Ima Wreckyou
The Conference Elite
The Conference
#8 - 2014-09-05 19:59:51 UTC
I have an unanswered petition open since 30.7, get in line

Evil RatKid
Malcolm Shinhwa
The Scope
Gallente Federation
#9 - 2014-09-05 20:38:59 UTC
4 weeks seems long based on tickets I've filed. However every response I've gotten can basically be summed up as "Sucks to be you." So you might like the uncertainty of not knowing better.

[i]"The purpose of fighting is to win. There is no possible victory in defense. The sword is more important than the shield and skill is more important than either. The final weapon is the brain. All else is supplemental[/i]."
ISD Ezwal
ISD Community Communications Liaisons
ISD Alliance
#10 - 2014-09-05 21:48:51 UTC  |  Edited by: ISD Ezwal
Trampp wrote:
When I noticed that I canceled the manufacturing - lost everything. The obelisk was returned to me, but other stuff (money and construction materials) were lost.
And their in lies your problem.
As the EVELopedia article on Manufacturing states (in a bright red box as warning):

'You can also cancel a job in progress to return your blueprint, but will lose any materials you installed for the job as a penalty.'

The article itself is a bit outdated, for example on the new interface, but that bit of the information is still very much correct.

Sorry for your loss, but I can not make it any sweeter then it is.

ISD Ezwal Community Communication Liaisons (CCLs)
baltec1
Bat Country
Pandemic Horde
#11 - 2014-09-05 21:52:06 UTC
ISD Ezwal, helpfully crushing peoples dreams.
Hicksimus
Torgue
#12 - 2014-09-05 22:33:19 UTC
When CCP is going to say no to you they take a really long time which should not come as a surprise from a company with notoriously poor management and customer service. Did you really expect to get materials back from a company that thinks a database is a bunch of hamster pellets?

Recruitment Officer: What type of a pilot are you? Me: I've been described as a Ray Charles with Parkinsons and a drinking problem.
Hiply Rustic
Aliastra
Gallente Federation
#13 - 2014-09-05 22:37:05 UTC
ISD Ezwal wrote:
Trampp wrote:
When I noticed that I canceled the manufacturing - lost everything. The obelisk was returned to me, but other stuff (money and construction materials) were lost.
And their in lies your problem.
As the EVELopedia article on Manufacturing states (in a bright red box as warning):

'You can also cancel a job in progress to return your blueprint, but will lose any materials you installed for the job as a penalty.'

The article itself is a bit outdated, for example on the new interface, but that bit of the information is still very much correct.

Sorry for your loss, but I can not make it any sweeter then it is.


OP is about to go from...

Trampp wrote:
I'm confused and angry.


...to less confused and angrier.

Ralph King-Griffin wrote: "Eve deliberately excludes the stupid and the weak willied." EvE: Only the strong-willied need apply.
Abrazzar
Vardaugas Family
#14 - 2014-09-05 22:49:10 UTC
I propose yoga lessons so you can bite your own ass properly.

Sovereignty and Population

New Mining Mechanics
Gavin Dax
Sebiestor Tribe
Minmatar Republic
#15 - 2014-09-05 23:32:42 UTC
In the OPs defense, why would the UI let you input an unpackaged ship?

Sure, if you cancel a job you lose the materials etc. but if the materials selected were wrong in the first place due to a bug/bad design, then the petition would seem justified.
DaReaper
Net 7
Cannon.Fodder
#16 - 2014-09-05 23:36:41 UTC
Hicksimus wrote:
When CCP is going to say no to you they take a really long time which should not come as a surprise from a company with notoriously poor management and customer service. Did you really expect to get materials back from a company that thinks a database is a bunch of hamster pellets?



or it could be that there are other bugs from Hyperion and before that have caused a back log, so they have not even looked at his ticket

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
DJentropy Ovaert
The Conference Elite
The Conference
#17 - 2014-09-06 04:31:51 UTC
Trampp wrote:
Respectable society. I'm confused and angry.

At 08.08.2014 19:42:25
I ordered manufacturing of Anshar: as a result - payed money and used materials. The problem appeared when I noticed that System used for construction My Active Obelisk with cargo instead of Repackaged Obelisk which also was in Shipangar. When I noticed that I canceled the manufacturing - lost everything. The obelisk was returned to me, but other stuff (money and construction materials) were lost.

Is it normal to wait 4 weeks for decision in EVE now?


No, you should update your ticket with relevant logs, details, and all information that a dev could need to make looking into your issue as easy as possible.

Posting a thread on GD is not going to assist this process.

#ProTip: Be super polite, and pretend that you are the GM. How can a user save you time? By including as many links, details, screencaps, logs, and everything else to make things as easy on them as you can.

I've had some complex issues that have taken from a day to a month to have a GM step in and help me with. Trust me, just be patient, be polite, and they will take good care of you.
DJentropy Ovaert
The Conference Elite
The Conference
#18 - 2014-09-06 04:33:46 UTC
Hicksimus wrote:
When CCP is going to say no to you they take a really long time which should not come as a surprise from a company with notoriously poor management and customer service. Did you really expect to get materials back from a company that thinks a database is a bunch of hamster pellets?


Funny. I have never had an issue with customer service and have always had fast and friendly responses.

Maybe it has something to do with not, you know, insulting them as rudely as I can manage while still passing forum filters.

IDK. Give it a try :P
Kaarous Aldurald
Black Hydra Consortium.
#19 - 2014-09-06 04:42:32 UTC
DJentropy Ovaert wrote:

Maybe it has something to do with not, you know, insulting them as rudely as I can manage while still passing forum filters.

IDK. Give it a try :P


So, starting of a petition with "you cack of punts" is a bad idea? Man, I've been doing this wrong for years...

"Verily, I have often laughed at the weaklings who thought themselves good because they had no claws."

One of ours, ten of theirs.

Best Meltdown Ever.
DJentropy Ovaert
The Conference Elite
The Conference
#20 - 2014-09-06 04:45:58 UTC
Kaarous Aldurald wrote:
DJentropy Ovaert wrote:

Maybe it has something to do with not, you know, insulting them as rudely as I can manage while still passing forum filters.

IDK. Give it a try :P


So, starting of a petition with "you cack of punts" is a bad idea? Man, I've been doing this wrong for years...


Hey, if it's working for you :P

rofl :P

When they say no to your support ticket, just tell them to stop shiptoasting and HTFU lol :P
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