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

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Brock Nelson
#21 - 2011-09-15 04:30:10 UTC
cyllan anassan wrote:
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.



I dunno about you but its free for me Lol

Signature removed, CCP Phantom
cyllan anassan
Royal Amarr Institute
Amarr Empire
#22 - 2011-09-15 04:38:32 UTC
Brock Nelson wrote:
cyllan anassan wrote:
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.



I dunno about you but its free for me Lol



of course , rich noobs buy expensive plex, 00 ganker griefers scammers earn billions and buy the plex , CCP gets even more money this way.....

everyone happy..........
Chopper Rollins
Republic Military School
Minmatar Republic
#23 - 2011-09-15 04:52:50 UTC
I had a freighter showing cargo capacity unmodified by skills, so too small to add anything to. Any items of X added to a stack of X in freighter cargo would receive message of "Cargo = Y but is somehow packed to Y+150k" (Skills modified amount)
I mentioned this in a petition, as well as the then new mods offlining when changing ships and undocking.
Received a canned response about cargo window opening and closing. "We're working on it"
Explained my original issues, mentioned that open/close window wasn't one of them.
Received response assuring me that other people's cargo windows were being handled by minimising it as much as possible.
Petition closed.
Quick response and courtesy, 10/10.
Relevance to my issues, 2/10

Workaround was, and still is, move stack to hangar, add to stack, move new larger stack to cargo, no problem. (Huh?)

Mods still offlining after change ship/undock.

SO it looks like there's a range of petition experiences being had, i know they're busy, but hey.


PS You 1337 people who never give money to CCP to play the game? I remain unimpressed. 15 a month is nothing to a grownup, just sayin'.

Goggles. Making me look good. Making you look good.
Juil
Royal Society for Prevention of Cruilty to Drones
#24 - 2011-09-15 05:09:21 UTC
I don't think I ever pointed out that I was pissed off once at the t2 rail going missing and not being returned..

I believe I pointed out rather clearly that what has me.. annoyed is the 5 days of wait with no reply, and then the 'canned' responses.. and the fact that the GM handling the case just brushes you off.

As pointed out this isn't a 'Free to play' game, it's money given for a service rendered.. and if that service breaks you expect customer support.

The GM responce in here was 'quicker' then the GM responce I got out of the system DESIGNED to handle it.

that = the problem.. and if you lot are allowe to troll the forums with your snide ass remarks.. and complain about what ever you want because your 'paying customers' then those of us who do have a legitiment issue with the service are allowed to, and no you can't have all my stuff because I actually enjoy Eve.. I just see customer support and customer communications going 'backwards' rather then forwards from where it was in 7 years ago...

That should not be happening.
Brock Nelson
#25 - 2011-09-15 05:11:23 UTC
Chopper Rollins wrote:
PS You 1337 people who never give money to CCP to play the game? I remain unimpressed. 15 a month is nothing to a grownup, just sayin'.


I didn't say I never gave CCP money...also, 15 a month may not be much but when you multiply by x amount of accounts...Roll

Signature removed, CCP Phantom
Sassums
Dark Venture Corporation
Kitchen Sinkhole
#26 - 2011-09-15 05:15:22 UTC
Xander Riggs wrote:
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.


Sadly I agree. We no longer live in a world where you can take someone by their word. But none the less, I wasn't scamming or otherwise breaking the rules. Was simply mining in a grav belt with 2 other characters. Came back the next day and the account was suspended.
Xander Riggs
Slamtown Federation
#27 - 2011-09-15 05:17:30 UTC
cyllan anassan wrote:
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.



There has never been a product in the history of mankind that is perfect. Why would you expect internet spaceships to be? Fifty thousand players log on at once, and you expect that not one of them will run into a problem? Not ever?

By sheer odds it has to happen. Server hiccups, a busted line of code here or there out of what is probably quadrillions. New exploits, new (or old) scams... I once lost a Navy Dominix due to lag. My connection hiccupped so briefly that both the server and my client thought I was still logged in. I was unable to move my ship and died to rogue drones. That's not CCPs fault, but it happens.

Stop expecting the impossible.

"A man with a drone-boat has nothing but time on his hands."
Xander Riggs
Slamtown Federation
#28 - 2011-09-15 05:19:41 UTC
Sassums wrote:


Sadly I agree. We no longer live in a world where you can take someone by their word. But none the less, I wasn't scamming or otherwise breaking the rules. Was simply mining in a grav belt with 2 other characters. Came back the next day and the account was suspended.


Yes, and they have to prove that. Proving things takes time. Again, they can't just see you say 'I wasn't doing anything wrong' and assume you're legit. You get run through the process just the same, because it's a uniform policy that applies to us all.

"A man with a drone-boat has nothing but time on his hands."
Kumq uat
Aliastra
Gallente Federation
#29 - 2011-09-15 05:20:38 UTC
I save my ultra whines when it comes to something important. I would not even bother to waste my time filling out a petition for a T2 module. The time it took to do that could have been spent making that isk it took to buy it. I remember I lost an Ishtar to what was in my opinion server lag and got the usual canned "Our logs show nothing" and dealt with it.

This gave me the ammo to actually fight with CCP when I lost my Kronos to a server hiccup and they again gave me the canned response. It took a bit but it let me prove I wasn't some whiny punk who demanded CCP replace my ship every time I lost one. Pick your battles. This is not one of them.
Har Harrison
Garoun Investment Bank
Gallente Federation
#30 - 2011-09-15 05:22:35 UTC
I had an issue recently where I lost a colossal create I was trading betwee alt (alt undocked before trade had compelted) and I lost the item. GM told me it comes back at DT, but since it was a mission item, he gave me a replacement.
I now have a spare colossal container in my hangar...

Turn around time was about 10-15 minutes...
Gogela
Epic Ganking Time
CODE.
#31 - 2011-09-15 05:27:16 UTC  |  Edited by: Gogela
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.


That's not true...

I've had a petition open since the 9th... on another char on this acct.

You posted that on the 15th....

I'm patient.

I'm just sayin'...

BS

Edit (to be fair):

...mine is an escalation tho'

...and tbh it's fine. The lat time I had a petition was years ago and waiting time was considerably longer...
Roll

Signatures should be used responsibly...
Decus Daga
Unfit for Duty
#32 - 2011-09-15 06:06:41 UTC
Opened a petition about being exploited against 2 days ago, had the petition closed (successfully) today. Some things take time to sort out neh?
Chopper Rollins
Republic Military School
Minmatar Republic
#33 - 2011-09-15 06:33:09 UTC
Brock Nelson wrote:
Chopper Rollins wrote:
PS You 1337 people who never give money to CCP to play the game? I remain unimpressed. 15 a month is nothing to a grownup, just sayin'.


I didn't say I never gave CCP money...also, 15 a month may not be much but when you multiply by x amount of accounts...Roll



Unimpressed i sez!

Goggles. Making me look good. Making you look good.
malaire
#34 - 2011-09-15 07:02:25 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.

It would be interesting to know that time for other categories also. e.g. I made petition in Exploits category 28 days ago, and havn't received any answer so far.

New to EVE? Don't forget to read: The Manual * The Wiki * The Career Options * and everything else
Jovan Geldon
The Scope
Gallente Federation
#35 - 2011-09-15 07:16:01 UTC
CATPAIN KIRK wrote:
Zinda, his face black, his eyes red


Shaka, when the walls fell Sad
Abdiel Kavash
Deep Core Mining Inc.
Caldari State
#36 - 2011-09-15 07:34:02 UTC
Jovan Geldon wrote:
CATPAIN KIRK wrote:
Zinda, his face black, his eyes red


Shaka, when the walls fell Sad

Abdiel, rolling on the floor, laughing. Lol
Signal11th
#37 - 2011-09-15 07:42:47 UTC  |  Edited by: Signal11th
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?



Well you could always use a better password or stop downloading **** from dodgy sites??? You sound like the clients at our place, they have a 4 hour SLA but are on the phone moaning that we haven't called them back within 15 minutes.

Personally find the "moaning" system ok, used it 4 times and had a prompt (2 days) reply. People when they have nothing to complain about will invent something to complain about.

What we need is some GM to go rogue and start popping serial moaners in a "Death Wish" kinda of way (in-game of course Blink )

God Said "Come Forth and receive eternal life!" I came fifth and won a toaster!
Florestan Bronstein
Ministry of War
Amarr Empire
#38 - 2011-09-15 07:46:16 UTC  |  Edited by: Florestan Bronstein
Chopper Rollins wrote:
I had a freighter showing cargo capacity unmodified by skills, so too small to add anything to. Any items of X added to a stack of X in freighter cargo would receive message of "Cargo = Y but is somehow packed to Y+150k" (Skills modified amount)
I mentioned this in a petition, as well as the then new mods offlining when changing ships and undocking.
Received a canned response about cargo window opening and closing. "We're working on it"
Explained my original issues, mentioned that open/close window wasn't one of them.
Received response assuring me that other people's cargo windows were being handled by minimising it as much as possible.
Petition closed.
Quick response and courtesy, 10/10.
Relevance to my issues, 2/10

Workaround was, and still is, move stack to hangar, add to stack, move new larger stack to cargo, no problem. (Huh?)

Mods still offlining after change ship/undock.

SO it looks like there's a range of petition experiences being had, i know they're busy, but hey.


PS You 1337 people who never give money to CCP to play the game? I remain unimpressed. 15 a month is nothing to a grownup, just sayin'.

using the petition systems to get clarifications on bugs is pointless (and filing a bug report is not worth jumping through all the hoops ccp places in your way)

you only end up fighting the GM's ignorance over several messages and are finally told to please shut up and go file a bug report.

exception is of course when you want to (ab)use a bug that might be deemed an exploit
Jita Alt666
#39 - 2011-09-15 07:51:01 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.



You didn't let me vent my frustration.
Alxea
Unstable Pirate Sharks Of The Damed Sea
#40 - 2011-09-15 08:02:18 UTC
Lady Spank wrote:
If I contract you a tech II railgun will you stop crying?

That is what I was going to say. lol