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

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Alxea
Unstable Pirate Sharks Of The Damed Sea
#41 - 2011-09-15 08:06:00 UTC
cyllan anassan wrote:
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..........
And I make my isk ransoming people and it pays for my free eve. Roll
Nyio
Federal Navy Academy
Gallente Federation
#42 - 2011-09-15 08:08:45 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.


Hi GM Homonoia,
I must say I admire the way you always seem to be lurking on the forums, ready to answer stuff even on your own time sometimes.
Here are a few questions for you if you would be so kind as to answer:

- Are you told by someone above you to be the "official" GM forum representative?
- If not, do you think you guys should have such a representative?
- Are you a Senior GM?
- Shouldn't you be handling our petitions to help try speed things up, instead of answering silly questions on the forums?

Thank you.

Golem • CCP In-Game Event 2011.11.23 • Nyio • Grenade?
cyllan anassan
Royal Amarr Institute
Amarr Empire
#43 - 2011-09-15 08:40:00 UTC


[/quote]

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.[/quote]



how many people play team fortress 2 , battlefield , left for dead 2 etc, everyday, a million? you coulnt make those games with 10 developers on a 8 year contract and still look / play like crap.

they spend 2-3 years 100 programmers/artists working full throttle to make flashy games that work, and the bugs are resolved in 4-5 patches in the first 5 months. maximum. and no subscription fees.

we players are being taken for a ride by CCPs greediness

those are the facts the rest is fanboi BS
Signal11th
#44 - 2011-09-15 08:46:57 UTC
cyllan anassan wrote:




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.[/quote]



how many people play team fortress 2 , battlefield , left for dead 2 etc, everyday, a million? you coulnt make those games with 10 developers on a 8 year contract and still look / play like crap.

they spend 2-3 years 100 programmers/artists working full throttle to make flashy games that work, and the bugs are resolved in 4-5 patches in the first 5 months. maximum. and no subscription fees.

we players are being taken for a ride by CCPs greediness

those are the facts the rest is fanboi BS

[/quote]


Man I won't even pretend to think you thought that out? Your comparing fairly small static multiplayer games with EVE? Get a grip man. Max on any of those games is 64x64 players with what 10-30 diffrent types of weapons then you have EVE with anywhere between 35k-55k players each potentially with a ship that can use hundreds of different mods flying through 5k+ systems?


Yeah nice argument!

God Said "Come Forth and receive eternal life!" I came fifth and won a toaster!
cyllan anassan
Royal Amarr Institute
Amarr Empire
#45 - 2011-09-15 08:50:35 UTC  |  Edited by: cyllan anassan
Signal11th wrote:
cyllan anassan wrote:




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.




how many people play team fortress 2 , battlefield , left for dead 2 etc, everyday, a million? you coulnt make those games with 10 developers on a 8 year contract and still look / play like crap.

they spend 2-3 years 100 programmers/artists working full throttle to make flashy games that work, and the bugs are resolved in 4-5 patches in the first 5 months. maximum. and no subscription fees.

we players are being taken for a ride by CCPs greediness

those are the facts the rest is fanboi BS

[/quote]


Man I won't even pretend to think you thought that out? Your comparing fairly small static multiplayer games with EVE? Get a grip man. Max on any of those games is 64x64 players with what 10-30 diffrent types of weapons then you have EVE with anywhere between 35k-55k players each potentially with a ship that can use hundreds of different mods flying through 5k+ systems?


Yeah nice argument![/quote]



that gives you an excuse for lag perhaps....., not for the rest of the issues or why eve is so clearly starved of development.

it has been 8 years to sort this out...... yeah nice argument i agree with myself
Signal11th
#46 - 2011-09-15 08:57:58 UTC
I don't disagree that EVE needs more work on it but anyone who works with computers will tell you that on one day everything is fine and the next day although nothing has changed the system goes to hell.

In fact I'm suprised it works as well as it does, especially with other games with 100x times less the players e.g TF2 BF2142 etc etc you still experience the odd bit of lag or a bomb out of the game. Rare but it does happen.

There might be 1million people playing these games but there are only a max of 128 on a server at any one time and you still get slight issues sometimes.

Yes EVE needs development or should I say EVE needs a drastic change of development focus but I imagine that if they did just start developing and fixing the errors and bugs people would then start to moan about the lack of new content.

God Said "Come Forth and receive eternal life!" I came fifth and won a toaster!
cyllan anassan
Royal Amarr Institute
Amarr Empire
#47 - 2011-09-15 09:16:12 UTC  |  Edited by: cyllan anassan
Signal11th wrote:
I don't disagree that EVE needs more work on it but anyone who works with computers will tell you that on one day everything is fine and the next day although nothing has changed the system goes to hell.

In fact I'm suprised it works as well as it does, especially with other games with 100x times less the players e.g TF2 BF2142 etc etc you still experience the odd bit of lag or a bomb out of the game. Rare but it does happen.

There might be 1million people playing these games but there are only a max of 128 on a server at any one time and you still get slight issues sometimes.

Yes EVE needs development or should I say EVE needs a drastic change of development focus but I imagine that if they did just start developing and fixing the errors and bugs people would then start to moan about the lack of new content.






look my point is simple

we have 10-20 people maxium working in we dont even know what, for a subscription fee.


look at the new star wars republic game.... ( i dont care about george lucas , obi wan or peter pan).

they spent millions and millions , 2-300 devs/musicians,2-3 years flat out, voice actors, everything is vocal, is not a click a text

go to b , kill 20 ships , come to back get paid do the same mission 300 times . (how many times have you done the assault, or

the blockade, )

or the same 50 missions.....?


i dont know /care if the star war game is god or crap, but they spent the money/ the staff, in making the best game they can

CCP spends our money on marketing / organizing pathethic " look at me i am so cool parties in iceland "....

stupid websites like the eve experience and other sleek BS to make people believe that

Eve is somekind of crysis/elite crossover masterpiece

well it isnt, it looks/plays closer to masters of orion 3 than crysis.



everytime i see a new trailer of eve i get angry at the total subversion of what eve is in reality and what they sell to the new

players.



dont you find it offensive the best content in eve are the promotional trailers and the intro movie?
Signal11th
#48 - 2011-09-15 09:26:55 UTC
Can't really disagree with you at all on any of those points to be honest but as with any company when it gets to the bottom line they only thing that will "really" change the focus is when their money starts to dry up, until them no real amount of moaning etc will change it.

At the moment nothing has really changed for me in EVE (you could call that a problem in itself) so I keep paying and playing, if that changes then I will stop paying.

Unfortunately for things like the CSM and people hanging on their words/actions and no matter what his nibs Mittani says or does is not really going to change anything, All it will change is what they get told not what they do.

Like any company it looks after its bottom line and if the bean counters say that by dumbing it down or using NEX is going to make it ----isk then thats what going to happen before bugs fixing takes priority.

If a company is going to save 5k by sacking you or make 3k by keeping you, your arse will be out the door, thats just the way companies work now.

Really after spending only 3 years (feel sorry for the real vets) watching people moan about the same stuff and nothing has changed. Speak with your wallet because it's the only thing people listen too unfortunately.

God Said "Come Forth and receive eternal life!" I came fifth and won a toaster!
cyllan anassan
Royal Amarr Institute
Amarr Empire
#49 - 2011-09-15 09:31:42 UTC  |  Edited by: cyllan anassan
Signal11th wrote:
Can't really disagree with you at all on any of those points to be honest but as with any company when it gets to the bottom line they only thing that will "really" change the focus is when their money starts to dry up, until them no real amount of moaning etc will change it.

At the moment nothing has really changed for me in EVE (you could call that a problem in itself) so I keep paying and playing, if that changes then I will stop paying.

Unfortunately for things like the CSM and people hanging on their words/actions and no matter what his nibs Mittani says or does is not really going to change anything, All it will change is what they get told not what they do.

Like any company it looks after its bottom line and if the bean counters say that by dumbing it down or using NEX is going to make it ----isk then thats what going to happen before bugs fixing takes priority.

If a company is going to save 5k by sacking you or make 3k by keeping you, your arse will be out the door, thats just the way companies work now.

Really after spending only 3 years (feel sorry for the real vets) watching people moan about the same stuff and nothing has changed. Speak with your wallet because it's the only thing people listen too unfortunately.





i got 3 weeks left of my annual subscription, and a petition is open(but not answered... about a GM lying to me ) , is going to be a close race...........

or not so close perhaps.......
Paul Clancy
Korpu no Byakko
#50 - 2011-09-15 09:38:33 UTC
As the one of two members of our corp, who had their ships (Tengu and Rook) lost due to server-side issues and disconnections and reimbursed later (what includes all trainig time lost with Tengu too)... and time of waiting was just 8 days from start to complete and full resolving of all issues, I find quality of work of support people encouraging
beor oranes
Tranquility Tavern
Pandemic Horde
#51 - 2011-09-15 10:41:38 UTC
cyllan anassan wrote:
i got 3 weeks left of my annual subscription, and a petition is open(but not answered... about a GM lying to me ) , is going to be a close race...........

or not so close perhaps.......


Just stop logging in and don't worry about the petition. You clearly don't want to play the game (with all its faults), just cut your losses and stop whining.

I've put in a few petitions and they have all been answered fairly promptly though not always with the outcome I would have liked. If you have a real problem with the reply (or lack of one) to your petition then escalate it and get a senior GM to look at it. Whining on the forums and looking a bit like an idiot really doesn't help with your petition, as probably its not being dealt with by the the GM looking at the forum at this moment in time.

Yes we pay for the game, however continued payment is a choice and they aren't forcing people. You take the game as it is and if you are fed up with it as it is then stop paying or earn enough to pay with isk. I'm not saying CCP are the best games company around but they do make the game I enjoy playing the most so for now I will continue to pay, if that stops being the case I will move on.

If you are really dissatisfied with the game but want to continue to play then maybe be slightly more constructive and possibly try and run for CSM so you can talk directly to CCP about the issues you have with the game. It wont magically fix it but you might play a role in fixing part of the game you are unhappy with.

On a side note, GM Homonoia said that no petition is in the system that hasn't been responded to (not resolved) in longer than 2 days. Yes some petitions take longer than that time to get a resolution, but I would rather them actually look at my petition than just make a quick decision and resolve it on the spot.

If GM Homonoia is still looking at this thread I have a question; how many GM's are there? And how many (roughly) petitions are there per day/week?
malaire
#52 - 2011-09-15 10:48:12 UTC  |  Edited by: malaire
beor oranes wrote:
On a side note, GM Homonoia said that no petition is in the system that hasn't been responded to (not resolved) in longer than 2 days.

That was only for certain category. As I said earlier my petition which I made 28 days ago hasn't been responded to yet. (category: Exploits)

beor oranes wrote:
And how many (roughly) petitions are there per day/week?

A total of 418,100 petitions were filed in 2010 so that makes 1145 petitions per day ...

More stats here: http://wiki.eveonline.com/en/wiki/Petition_Statistics_-_Customer_Support_2010

New to EVE? Don't forget to read: The Manual * The Wiki * The Career Options * and everything else
GM Homonoia
Game Master Retirement Home
#53 - 2011-09-15 11:19:25 UTC
Nyio wrote:

I must say I admire the way you always seem to be lurking on the forums, ready to answer stuff even on your own time sometimes.


You are quite welcome.

Nyio wrote:

- Are you told by someone above you to be the "official" GM forum representative?


Nope, we do not have an official forum GM, it is a personal choice if we wish to respond here or not.

Nyio wrote:

- If not, do you think you guys should have such a representative?


No, not really. In the end we have our community team, who are doing a fine job. If our presence is truly needed then CCP Guard or CCP Navigator can throw something at us across the room and yell at us to go and write something here.

Nyio wrote:

- Are you a Senior GM?


Nope.

Nyio wrote:

- Shouldn't you be handling our petitions to help try speed things up, instead of answering silly questions on the forums?


When I am on shift, yes (although I still spend some time each shift reading up on the forums; that is just smart work ethics), but at the moment I am having a holiday.

Senior GM Homonoia | Info Group | Senior Game Master
GM Homonoia
Game Master Retirement Home
#54 - 2011-09-15 11:26:52 UTC
beor oranes wrote:

If GM Homonoia is still looking at this thread I have a question; how many GM's are there? And how many (roughly) petitions are there per day/week?


We have, roughly, between 60 and 70 GMs. This includes seniors and leads (who do not really answer petitions, but fulfill all the managerial tasks that are needed to run a department that is spread across 4 countries). Most experienced GMs spend about 30% of their time not answering petitions, but handling other projects; for seniors this may be higher. Examples are:
- Working with our development teams so they know what tools we need each new expansion.
- Working with QA to identify and help reproduce issues that are coming in through the petition system (even though you really should file a bug report, we often do try to follow up on bugs that cause you guys issues; after all, they generate petitions).
- Auditing, training and writing documentation for other GMs.
- Updating our knowledge bases.
- Documenting new features each expansion for internal use.
- Many other small projects that I am forgetting about now.

Each day we receive about 1200 petitions. On a slow day this may drop to 950, on weekends this may rise a little higher. On a patch day this can be anything from 1200 to 2500 petitions,

Senior GM Homonoia | Info Group | Senior Game Master
Nyio
Federal Navy Academy
Gallente Federation
#55 - 2011-09-15 11:31:48 UTC
GM Homonoia wrote:
Nyio wrote:

- Are you told by someone above you to be the "official" GM forum representative?


Nope, we do not have an official forum GM, it is a personal choice if we wish to respond here or not.

Nyio wrote:

- If not, do you think you guys should have such a representative?


No, not really. In the end we have our community team, who are doing a fine job. If our presence is truly needed then CCP Guard or CCP Navigator can throw something at us across the room and yell at us to go and write something here.

Nyio wrote:

- Are you a Senior GM?


Nope.

Nyio wrote:

- Shouldn't you be handling our petitions to help try speed things up, instead of answering silly questions on the forums?


When I am on shift, yes (although I still spend some time each shift reading up on the forums; that is just smart work ethics), but at the moment I am having a holiday.


Thanks for the answers, I think I'm falling in love.. Shocked
You should get a raise!

Now go enjoy that holiday. *Unplugs GM Homonoia's Internetz*

Golem • CCP In-Game Event 2011.11.23 • Nyio • Grenade?
Vyktor Abyss
Abyss Research
#56 - 2011-09-15 12:33:50 UTC
I'll just chime in here and say I've noticed some very quick response times lately and on the whole they are much better these day in my experience.

I am sure in certain areas they are still flooded, like for ship reimbursement and such; but in other areas they are very quick to respond. For example last night I filed a petition regarding a faction standing loss and logged on today to find it had been replied to and action taken to resolve the issue.

I am not saying there isn't room for improvement, but I do feel the response times are improving at least from my perspective.
Oh and one lovely (overdue) improvement is that filing a petition no longer locks up the rest of the client. I was free to type in other windows yesterday to search for information etc... A very small, but very welcome change.
GM Homonoia
Game Master Retirement Home
#57 - 2011-09-15 12:39:54 UTC
malaire wrote:
beor oranes wrote:
On a side note, GM Homonoia said that no petition is in the system that hasn't been responded to (not resolved) in longer than 2 days.

That was only for certain category. As I said earlier my petition which I made 28 days ago hasn't been responded to yet. (category: Exploits)

beor oranes wrote:
And how many (roughly) petitions are there per day/week?

A total of 418,100 petitions were filed in 2010 so that makes 1145 petitions per day ...

More stats here: http://wiki.eveonline.com/en/wiki/Petition_Statistics_-_Customer_Support_2010


If an exploit petition has not been responded to in 28 days then there is likely a full investigation going on the issue. However, exploit petitions are a bit of a special case. Since we cannot communicate anything about exploits (specifically players using exploits; questions about exploits are, of course, answered, usually) and since these investigations may take a very long time (this sometimes needs a concerted effort from GMs, programmers, DBA and QA; and eventually a lead/manager to make a call) one can sometimes not hear for quite a while and then only get a 'Thank you, we have looked into the matter' answer.

These petitions can get frustrating for you, the customer, but it is essential that these are handled properly without cutting corners.

Btw, 28 days is extreme. If that is the case I advise you to check your EVE mail or normal email carefully. It happens quite often that we respond and the recipient simply didn't notice the mail or that the email that is tied to an account is not the email that the customer actively uses.

Senior GM Homonoia | Info Group | Senior Game Master
malaire
#58 - 2011-09-15 13:04:33 UTC
GM Homonoia wrote:
If an exploit petition has not been responded to in 28 days then there is likely a full investigation going on the issue. However, exploit petitions are a bit of a special case. Since we cannot communicate anything about exploits (specifically players using exploits; questions about exploits are, of course, answered, usually) and since these investigations may take a very long time (this sometimes needs a concerted effort from GMs, programmers, DBA and QA; and eventually a lead/manager to make a call) one can sometimes not hear for quite a while and then only get a 'Thank you, we have looked into the matter' answer.

These petitions can get frustrating for you, the customer, but it is essential that these are handled properly without cutting corners.

Btw, 28 days is extreme. If that is the case I advise you to check your EVE mail or normal email carefully. It happens quite often that we respond and the recipient simply didn't notice the mail or that the email that is tied to an account is not the email that the customer actively uses.

It is a question about whether IGB javascript + cache reading external application combination can be used to e.g. send automatic notifications when competitor makes better market order than what I have. (There was long discussion about this.) I think this should not be allowed, many other players think otherwise. As long as this issue remains unsolved, traders using such automatic notifications will have huge advantage over traders who are afraid to use it since at least in my opinion it is botting.

And I do know how petition answers are sent. I've made several Harrasment petitions (which get answered in 2-3 minutes Big smile) so I am sure that I have not received any answer to this petition in 28 days. Sad

New to EVE? Don't forget to read: The Manual * The Wiki * The Career Options * and everything else
Devil's Call
Social safety
#59 - 2011-09-15 13:13:43 UTC
I send a petition less then 2 days ago and got an awnser this morning... I was pretty happy with the response time tbh:-).
Ranger64511
The Scope
Gallente Federation
#60 - 2011-09-15 15:16:00 UTC
I quite enjoy the response times and they are appropriate depending on the category that I file my petitions under. The longest one I had was about 2 weeks and this was a reimbursement petition.

This is my gate. There are many others like it, but this one is mine. My gate is my best friend. It is my life. I must master it as I must master my life. Without me, my gate is useless. Without my gate, I am useless.