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Customer Service Response Times

First post
Author
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Skalie
The Scope
Gallente Federation
#1 - 2015-05-05 23:55:12 UTC


How long does one have to wait for a Customer Service response to a ticket? I have only being playing eve a few months so not sure what is normal.

I only raise this because I have an open ticket for 7 days and no response. This is a new life experience for me, in all my years I have never had to wait so long for a reply to at least let you know it was received.
Is this standard for eve and are their no Service Levels published? If there are could somebody point me towards them

Thank you in advance.
Paranoid Loyd
#2 - 2015-05-06 00:03:16 UTC  |  Edited by: Paranoid Loyd
Petitions are answered in the order in which they are received, unless you post about it then you are moved to the back of the line.

"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!
Memphis Baas
#3 - 2015-05-06 00:20:36 UTC
For major issues such as billing, harassment, etc., 2-3 days. For minor issues, 2 weeks.

The wait times are long, but their petitions staff is local (not outsourced) and pretty good at understanding and resolving issues.
Skalie
The Scope
Gallente Federation
#4 - 2015-05-06 00:22:25 UTC  |  Edited by: Skalie
Thank you for the rely, but it did not answer my question.

What is the normal response time?

If it is shorter than 7 days, then I will raise another ticket as it may be lost in the system.

If the answer is that people expect to wait much longer than 7 days then I will wait.

I have never had to wait so long to get a response before even if it is only an automated one.

So what is normal here.


EDIT:

Thank you Memphis, your post crossed with mine hence the edit
Sniper Smith
Center for Advanced Studies
Gallente Federation
#5 - 2015-05-06 00:26:02 UTC
Harassment gets near immediate response.
Missions in progress are also high priority.

Other than that, depending on how busy they are, 5 days to over a week. During big issues, like mass losses, something 2+ weeks. Once you get a response though, and back and forth normally happened very promptly.. I've been able to get a few responses in a day once they initially response to my petition.
Dradis Aulmais
Center for Advanced Studies
Gallente Federation
#6 - 2015-05-06 00:29:33 UTC
If you want a proper response from a person who speaks your language and is willing to actually solve the problem, you will wait a bit

If you want a canned response that does nothing but tell you to reinstall and when that doesn't work says you have to purchase "enhanced support " for a small fee but the turn around time is quick you can go somewhere else

And then there is always comcast

Dradis Aulmais, Federal Attorney Number 54896

Free The Scope Three
Otso Bakarti
Doomheim
#7 - 2015-05-06 08:49:47 UTC
Comcast has customer service?

There just isn't anything that can be said!
Solecist Project
#8 - 2015-05-06 08:52:06 UTC  |  Edited by: Solecist Project
Looks like Nevyl Oscillator.

You could try filing a petition ...
... asking for when your petition will be answered.


Patience.
I once had to wait way over a month.


Also ...
Quote:
This is a new life experience for me
... maybe you should get out more.

That ringing in your ears you're experiencing right now is the last gasping breathe of a dying inner ear as it got thoroughly PULVERISED by the point roaring over your head at supersonic speeds. - Tippia
Minmatar Citizen 534612187
Citizen Corp.
#9 - 2015-05-06 18:23:06 UTC
Skalie wrote:
I only raise this because I have an open ticket for 7 days and no response. This is a new life experience for me, in all my years I have never had to wait so long for a reply to at least let you know it was received.

Y... you don't deal with customer service very often, do you?
Marsha Mallow
#10 - 2015-05-06 18:41:21 UTC
If you're a new player and your petition relates to something players can help resolve with advice, try posting a topic in New Citizens Q&A. Sometimes it makes petitions/support tickets redundant if it's a common query, although obviously stuff like billing can only be resolved by GMs.

There's also a Zendesk for common technical queries which has only fairly recently been launched. Technical queries are worth posting in Issues & workarounds as sometimes you can get an answer from a player.

Once petitions are in there's no real way to force them through any faster, although you can check to make sure you filed it under the correct heading and if need be cancel the original and put a new one in. It's really difficult for players to state with any certainty how long a petition will take to get an answer because we've all had varied response times.

Ripard Teg > For the morons in the room:

Sweets > U can dd my face any day
DaReaper
Net 7
Cannon.Fodder
#11 - 2015-05-06 21:21:07 UTC
there is no normal time. i have had tickets answered in an hour and some that took a month. Just wait. thats all you can do

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
ISD Ezwal
ISD Community Communications Liaisons
ISD Alliance
#12 - 2015-05-06 21:24:05 UTC
As no one can give you a definitive answer and CCP personnel does not discuss such matters in public, this thread gets a lock.

Rest assured though that all Support Tickets get handled, so as others have already stated, please be patient.

ISD Ezwal Community Communication Liaisons (CCLs)