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Petition Responce Times and Then the responces = getting to be a joke.

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Juil
Royal Society for Prevention of Cruilty to Drones
#1 - 2011-09-15 03:11:33 UTC
Ok Seems I can't cut and past and the like seems that = bad and we aren't allowed to put actual proper correspondance in.. Lets put it this way..

at 08:50am on the 10th (eve server time) the server 'ate' an item (A T2 Medium rail)... ie it didn't return it to my hanger..

Being normal I went in and filed a petition about it .. after all T2 rail guns aren't exactly cheap at times..

And then I waited....

.. and then I went out and got a replacement..

and I waited..

then I changed to blasters so i had 6 in my hanger... 5 + the replacement for the one that vanished... among other things like offlining modules etc etc of this last patch...

and i waited..

Then I finally get a responce which is 'Oh is it one of the 6 in your hanger'?

This is 5 days down the line and obviously didn't appear to even bother checking logs etc despite being given information..

So my question to Eve's management is:

1. When did it get that bad that Petitions are taking up to a working WEEK to get responces? It used to be a few days.. or you'd get a message saying 'oh we have a high petition volume at the moment'.. instead no it appears we'll sit in limbo.

2. When did GM's just start prase reading, jumping to assumptions especially after waiting 5 days and having a lot of information given to them in the opening Petition? Such as : Date, Time, Location, what exactly was done when it occured etc.. Ie bug report like information.

3. What happened to the warning about high petition loads, etc when they where being experianced.. ?
Brock Nelson
#2 - 2011-09-15 03:18:24 UTC
You know why it takes awhile for CCP to get back to you? Because there's 10,000 other idiot who are waiting to get something back...something like a single t2 module.

Big ******* deal.

Unless its something worth billions, take the loss and move on. A t2 railgun is what? 5 mins of shooting rats in missions?

Signature removed, CCP Phantom
GM Homonoia
Game Master Retirement Home
#3 - 2011-09-15 03:31:10 UTC
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.

Senior GM Homonoia | Info Group | Senior Game Master
Brock Nelson
#4 - 2011-09-15 03:31:42 UTC
Did it ever occur to you that when the GM looked at your petition and see that its about a T2 Railgun "Oh this guy is whining about a module disappearing, lets give him the usual runaround and see if he goes away"

Signature removed, CCP Phantom
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#5 - 2011-09-15 03:35:26 UTC
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


I call complete and total BS on that one.

I have had a petition open since September 1st and it still has not been resolved. Like the poster above, I got a canned response a day later stating it went to the team that investigated the issue to begin with. That was almost 2 weeks ago, and I haven't heard a thing since. So either the GM staff is slow, or whatever team it went to, is even slower. This issue not an issue I caused, should have been resolved right away. Now 2 weeks later, I am still waiting for you guys to investigate and fix it.

This type of communication is unacceptable.
GM Homonoia
Game Master Retirement Home
#6 - 2011-09-15 03:35:32 UTC
Brock Nelson wrote:
Did it ever occur to you that when the GM looked at your petition and see that its about a T2 Railgun "Oh this guy is whining about a module disappearing, lets give him the usual runaround and see if he goes away"


This never happens. All reimbursement cases, no matter the type of assets involved, are treated the same (with some very rare exceptions).

Senior GM Homonoia | Info Group | Senior Game Master
Juil
Royal Society for Prevention of Cruilty to Drones
#7 - 2011-09-15 03:37:32 UTC  |  Edited by: Juil
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


Thanks for the responce Homonoia,

No it wasn't sent in by email it was done through the ingame petition filing application under items and assets seems that was what it was in regards to, an item or asset.

My big one is though that it used to be if a petition was open for x amount of time you at least got a courtesy message telling you that due to 'long waiting times' petitions where being delayed etc and things may take time, so you knew to expect a rather well dated first response.... this time around there was no warning about delay times etc.. just 5 days of waiting then a responce which was rather well.. you get the idea.

But thank you for the responce time in here faster then in game ;)
GM Homonoia
Game Master Retirement Home
#8 - 2011-09-15 03:38:49 UTC
Sassums wrote:
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


I call complete and total BS on that one.

I have had a petition open since September 1st and it still has not been resolved. Like the poster above, I got a canned response a day later stating it went to the team that investigated the issue to begin with. That was almost 2 weeks ago, and I haven't heard a thing since. So either the GM staff is slow, or whatever team it went to, is even slower. This issue not an issue I caused, should have been resolved right away. Now 2 weeks later, I am still waiting for you guys to investigate and fix it.

This type of communication is unacceptable.


I was talking about unanswered petitions; these are petitions that have not received any answer at all yet. There are definitely petitions older then that in our system that have not been fully resolved yet. As I have no idea what your specific petition is about (and I cannot go on a hunt at the request of a forum post, this will have to happen through the petition system) I cannot make any comments on why your petition isn't resolved yet. Most likely it requires a very thorough or special investigation. For example, hacking cases may sometimes take several weeks to fully resolve.

Senior GM Homonoia | Info Group | Senior Game Master
Brock Nelson
#9 - 2011-09-15 03:40:39 UTC
GM Homonoia wrote:
Brock Nelson wrote:
Did it ever occur to you that when the GM looked at your petition and see that its about a T2 Railgun "Oh this guy is whining about a module disappearing, lets give him the usual runaround and see if he goes away"


This never happens. All reimbursement cases, no matter the type of assets involved, are treated the same (with some very rare exceptions).


I'm not implying that it actually happened or not. But you gotta admit; there has to be times where a few of your staff members looks at the petition and wonder why the hell is the person even bother with petitioning something.

Signature removed, CCP Phantom
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#10 - 2011-09-15 03:40:46 UTC
GM Homonoia wrote:
Sassums wrote:
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


I call complete and total BS on that one.

I have had a petition open since September 1st and it still has not been resolved. Like the poster above, I got a canned response a day later stating it went to the team that investigated the issue to begin with. That was almost 2 weeks ago, and I haven't heard a thing since. So either the GM staff is slow, or whatever team it went to, is even slower. This issue not an issue I caused, should have been resolved right away. Now 2 weeks later, I am still waiting for you guys to investigate and fix it.

This type of communication is unacceptable.


I was talking about unanswered petitions; these are petitions that have not received any answer at all yet. There are definitely petitions older then that in our system that have not been fully resolved yet. As I have no idea what your specific petition is about (and I cannot go on a hunt at the request of a forum post, this will have to happen through the petition system) I cannot make any comments on why your petition isn't resolved yet. Most likely it requires a very thorough or special investigation. For example, hacking cases may sometimes take several weeks to fully resolve.


That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?
GM Homonoia
Game Master Retirement Home
#11 - 2011-09-15 03:41:02 UTC
Juil wrote:
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


Thanks for the responce Homonia,

No it wasn't sent in by email it was done through the ingame petition filing application under items and assets seems that was what it was in regards to, an item or asset.

My big one is though that it used to be if a petition was open for x amount of time you at least got a courtesy message telling you that due to 'long waiting times' petitions where being delayed etc and things may take time, so you knew to expect a rather well dated first response.... this time around there was no warning about delay times etc.. just 5 days of waiting then a responce which was rather well.. you get the idea.

But thank you for the responce time in here faster then in game ;)


Ironically, those messages are only sent out to email petitions. However, I still recommend using the in game system. An email petition needs to be sorted after it enters our system (as you cannot select a category), while in game petitions are automatically sorted because you can select the proper category. The sorting process can sometimes delay time sensitive cases that could have been solved much quicker if it was filed through the in game client.

Senior GM Homonoia | Info Group | Senior Game Master
GM Homonoia
Game Master Retirement Home
#12 - 2011-09-15 03:43:39 UTC
Sassums wrote:

That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?


I cannot comment on your specific case, but let me assure you that these types of cases are incredibly complicated and involve lengthy and complex investigations. Cutting corners in these matters will result in far greater damage to your account and the accounts of all other players that are involved or affected. I know that it is painful and downright frustrating, but where account security is concerned a little patience will save even greater harm.

Senior GM Homonoia | Info Group | Senior Game Master
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#13 - 2011-09-15 03:52:05 UTC
GM Homonoia wrote:
Sassums wrote:

That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?


I cannot comment on your specific case, but let me assure you that these types of cases are incredibly complicated and involve lengthy and complex investigations. Cutting corners in these matters will result in far greater damage to your account and the accounts of all other players that are involved or affected. I know that it is painful and downright frustrating, but where account security is concerned a little patience will save even greater harm.


I do understand, I apologize for my brashness, but it is frustrating after 2 weeks to not have a response or a solution and the fact that I got an account hacked really bugs me. I appreciate you sticking around to give us as much information as you can.
GM Homonoia
Game Master Retirement Home
#14 - 2011-09-15 03:55:04 UTC
Sassums wrote:
GM Homonoia wrote:
Sassums wrote:

That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?


I cannot comment on your specific case, but let me assure you that these types of cases are incredibly complicated and involve lengthy and complex investigations. Cutting corners in these matters will result in far greater damage to your account and the accounts of all other players that are involved or affected. I know that it is painful and downright frustrating, but where account security is concerned a little patience will save even greater harm.


I do understand, I apologize for my brashness, but it is frustrating after 2 weeks to not have a response or a solution and the fact that I got an account hacked really bugs me. I appreciate you sticking around to give us as much information as you can.


That's ok, part of customer support is allowing a customer to vent their frustration. We do understand that stuff like this is truly painful and especially frustrating as the only thing you can do is sit and watch while a slow process crawls to that resolution. Despite what many may think, we truly do sympathize. And if bits of information like these help, even a little bit, then I am happy to provide them when I can.

Senior GM Homonoia | Info Group | Senior Game Master
Lady Spank
Get Out Nasty Face
#15 - 2011-09-15 03:58:33 UTC
If I contract you a tech II railgun will you stop crying?

(ಠ_ృ) ~ It Takes a Million Years to Become Diamonds So Lets Just Burn Like Coal Until the Sky's Black ~ (ಠ_ృ)
Zleon Leigh
#16 - 2011-09-15 04:05:37 UTC
Brock Nelson wrote:
You know why it takes awhile for CCP to get back to you? Because there's 10,000 other idiot who are waiting to get something back...something like a single t2 module.

Big ******* deal.

Unless its something worth billions, take the loss and move on. A t2 railgun is what? 5 mins of shooting rats in missions?



Be sure and be prepared to have the same attitude when a yet another game bug "eats" your favorite ship.

These cases aren't just simply getting stuff back - it's also a bug that needs to be investigated.

Incarna - Newest business example of mismanaged capital. CCP - Continuing to gank independent PI producers every day

PvP's latest  incentive program ** Unified Inventory **  'Cause you gotta kill something after trying to use it
Xander Riggs
Slamtown Federation
#17 - 2011-09-15 04:06:14 UTC
Sassums wrote:
GM Homonoia wrote:
Sassums wrote:
GM Homonoia wrote:
At the moment our oldest unanswered petition in the game related queue (that is, not billing/account or technical related stuff, nor any special cases) is a little under 2 days old. However, we recently had a technical issue affecting all our outgoing mail (no clue what it was, I am not part of our operations department) that affected all petitions sent in through email instead of the client.

I have not looked into this particular case, but if the petition was sent in through email it would explain the delay. Also, petitions filed at the bend of the weekend and beginning of the week tend to take slightly longer then those filed later in the week, as petitions build up faster over the weekend. This explanation is not meant as an excuse, but simply to try and be transparent about our current queue status and waiting times.


I call complete and total BS on that one.

I have had a petition open since September 1st and it still has not been resolved. Like the poster above, I got a canned response a day later stating it went to the team that investigated the issue to begin with. That was almost 2 weeks ago, and I haven't heard a thing since. So either the GM staff is slow, or whatever team it went to, is even slower. This issue not an issue I caused, should have been resolved right away. Now 2 weeks later, I am still waiting for you guys to investigate and fix it.

This type of communication is unacceptable.


I was talking about unanswered petitions; these are petitions that have not received any answer at all yet. There are definitely petitions older then that in our system that have not been fully resolved yet. As I have no idea what your specific petition is about (and I cannot go on a hunt at the request of a forum post, this will have to happen through the petition system) I cannot make any comments on why your petition isn't resolved yet. Most likely it requires a very thorough or special investigation. For example, hacking cases may sometimes take several weeks to fully resolve.


That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?


Yes. They can't just take your word for it. An investigation has be performed to make sure you're not trying to scam some free stuff out of the game, or trying to cover your tracks after having done something that would be considered a EULA violation. You'll just have to deal with the fact that we can't use the honor system.

"A man with a drone-boat has nothing but time on his hands."
CATPAIN KIRK
State War Academy
Caldari State
#18 - 2011-09-15 04:10:37 UTC
Zinda, his face black, his eyes red
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#19 - 2011-09-15 04:16:39 UTC
GM Homonoia wrote:
Sassums wrote:
GM Homonoia wrote:
Sassums wrote:

That is unacceptable. Completely and totally unacceptable. Several weeks to fix an issue that was not caused by any fault of my own? I was lucky enough to get a hold of a GM in a chat channel and he informed me that the account was either hacked or associated with a known hacker. So now I have to wait for you guys to sort it out because someone hacked my account?


I cannot comment on your specific case, but let me assure you that these types of cases are incredibly complicated and involve lengthy and complex investigations. Cutting corners in these matters will result in far greater damage to your account and the accounts of all other players that are involved or affected. I know that it is painful and downright frustrating, but where account security is concerned a little patience will save even greater harm.


I do understand, I apologize for my brashness, but it is frustrating after 2 weeks to not have a response or a solution and the fact that I got an account hacked really bugs me. I appreciate you sticking around to give us as much information as you can.


That's ok, part of customer support is allowing a customer to vent their frustration. We do understand that stuff like this is truly painful and especially frustrating as the only thing you can do is sit and watch while a slow process crawls to that resolution. Despite what many may think, we truly do sympathize. And if bits of information like these help, even a little bit, then I am happy to provide them when I can.


Thank you for sticking around to help out an answer this stuff, it really goes a long way, and I really do apologize for being rude!
cyllan anassan
Royal Amarr Institute
Amarr Empire
#20 - 2011-09-15 04:28:55 UTC
Brock Nelson wrote:
You know why it takes awhile for CCP to get back to you? Because there's 10,000 other idiot who are waiting to get something back...something like a single t2 module.

Big ******* deal.

Unless its something worth billions, take the loss and move on. A t2 railgun is what? 5 mins of shooting rats in missions?




and why there are 10000 other people waiting,

making excuses for CCP, bugs and lack of costumer service?

this isnt a free game we pay a subscription for renting a server and it seems not much more.
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