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2 weeks and no response to support tickets

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Hensley Jones
School of Applied Knowledge
Caldari State
#1 - 2016-01-21 19:36:54 UTC
I submitted a ticket 14 days ago hoping to have an issue I had with the game addressed. I updated the ticket 3 days ago. I still have not received a response. How long should I be waiting?
Bumblefck
Kerensky Initiatives
#2 - 2016-01-21 19:54:09 UTC
Hensley Jones wrote:
How long should I be waiting?





Until you ragequit in anger and (soon) send me your SP and stuff before you go Sad


E: just keep waiting Big smile

Perfection is a dish best served like wasabi .

Bumble's Space Log
Hensley Jones
School of Applied Knowledge
Caldari State
#3 - 2016-01-21 19:58:46 UTC
lol

So is 2 weeks not atypical?



Bumblefck wrote:
Hensley Jones wrote:
How long should I be waiting?





Until you ragequit in anger and (soon) send me your SP and stuff before you go Sad


E: just keep waiting Big smile
Bumblefck
Kerensky Initiatives
#4 - 2016-01-21 20:00:52 UTC
I waited about two months for an answer on something, and the petition was closed. They then sent a follow up copy and paste response, so go figure...


IBTL

Perfection is a dish best served like wasabi .

Bumble's Space Log
Divine Entervention
Doomheim
#5 - 2016-01-21 20:06:28 UTC
You might want to consider upping your charisma attribute a few points.

The support staff helps those they like faster than those they don't know/dislike.
Legion Masser
KROOKBORNE
Seventh Sanctum.
#6 - 2016-01-21 20:11:14 UTC
I too waited approx 16 days for a Reply - Unfortunately, they have recently been getting bombarded with a ton of support tickets ............ so they say Lol

Don't worry, you should be happy with the compensation

Thank you CCP for finally answering my ticket and solving my issue. I know it was certainly hard to read through my 15 days of diabolical angry ranting Twisted updated twice a day lol but I am happy with the result.

☢☢☢☢☢☢☢- Your Anger is a Gift -☢☢☢☢☢☢☢ Do you even Titan? ☢☢☢ Potato ☢☢☢Lemon☢☢☢
Vortexo VonBrenner
Doomheim
#7 - 2016-01-21 20:16:37 UTC
CCP support rightly prioritizes support tickets by the issue involved. I've had a "stuck-in-game" issue ticket answered and resolved in about 15 minutes, and a "hey-my-spacething-didn't-appear-after-downtime" ticket take weeks to get answered. Triage.

EvE security zones in pictures

EvE quick reference pdf

EvE links
Hensley Jones
School of Applied Knowledge
Caldari State
#8 - 2016-01-21 20:19:35 UTC
Ok thanks, now I know what to expect.
Neuntausend
Republic Military School
Minmatar Republic
#9 - 2016-01-21 20:31:40 UTC
When you ask how long you should wait, I'd like to know what you think the alternatives are. I do not think there's a lot you can do besides waiting. :)
Hensley Jones
School of Applied Knowledge
Caldari State
#10 - 2016-01-21 20:35:00 UTC
Nothing.

I just wasn't sure if 2 weeks was normal. I don't mind waiting, as long as I know what to expect. My petition didn't concern any kind of emergency, so if they're swamped and are dealing with more important issues that's fine. I just wanted to know.

Now that I know 2 weeks for something minor isn't unusual I won't be frustrated while waiting.



Neuntausend wrote:
When you ask how long you should wait, I'd like to know what you think the alternatives are. I do not think there's a lot you can do besides waiting. :)
DaReaper
Net 7
Cannon.Fodder
#11 - 2016-01-21 20:41:45 UTC
1) it depend son what the ticket is for, some take longer then others.

2) updating your own ticket puts you at the BACK of the queue. Stop doing that, it doesn;t help.

3) patience. if its account issue then you most likly put it under the wrong catigory, if its ship replacement it can take up to a month. STOP UPDATING YOUR TICKET.

IB4L.

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
Sobaan Tali
Caldari Quick Reaction Force
#12 - 2016-01-21 20:51:56 UTC
You know that phrase you keep hearing when someone suspects CCP is messing with loot tables of complex sites when they turn up garbage more often than normal? Random is random?

Well, same thing, kind of. Sometimes CCP takes a bit to respond to petitions and bug reports. Sometimes they are fortunately fast and seemingly "on the ball", as it were. Sometimes, they are, well, busy. Frustrating and it sucks, I know, but send them the reports and petitions anyways. They'll get to it when they can. Maybe the line you happen to be in at that time is just very long.

"Tomahawks?"

"----in' A, right?"

"Trouble is, those things cost like a million and a half each."

"----, you pay me half that and I'll hump in some c4 and blow the ---- out of it my own damn self."
Tipa Riot
Federal Navy Academy
Gallente Federation
#13 - 2016-01-21 22:23:57 UTC
Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ... Ugh

I'm my own NPC alt.
Tiddle Jr
Brutor Tribe
Minmatar Republic
#14 - 2016-01-21 22:47:15 UTC
do it like that

"The message is that there are known knowns. There are things we know that we know. There are known unknowns. That is to say there are things that we now know we don't know. But there are also unknown unknowns. There are things we don't know" - CCP
Doc Fury
Furious Enterprises
#15 - 2016-01-21 23:04:43 UTC
Tipa Riot wrote:
Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ... Ugh


Keep living the dream grasshopper...

It's not strange, that's how a lot of support ticket system work.





☼

There's a million angry citizens looking down their tubes..at me.
DaReaper
Net 7
Cannon.Fodder
#16 - 2016-01-21 23:50:43 UTC
Tipa Riot wrote:
Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ... Ugh



it changes the time stamp. so knocks it out of queue is what i understand. Make a ticket, subbmit and wait. ccp will ask for more info after they reply.

OMG Comet Mining idea!!! Comet Mining!

Eve For life.
Memphis Baas
#17 - 2016-01-22 00:26:50 UTC
Two weeks is about average; they may respond to you tomorrow. They usually respond faster to payment, harassment, or can't-log-in tickets, and slower to minor tickets such as questions about the game features or w/e.

Typically, the response that you do get is to the point, and usually fixes the issue; you shouldn't see automated replies or encyclopedia cut/paste.
Hal Morsh
Doomheim
#18 - 2016-01-22 01:10:28 UTC  |  Edited by: Hal Morsh
Man glad I can get my oppinion in because it's not locked. THe dude above bumblefk *whatever he's named* I have had petitions with CCP. They do converse to figure out the issue. I've asked silly questions and gotten a response....


Not supposed to do this but.



INNER ZONE SHIPPING IMICUS HAS VANISHED.


GM Spinder wrote:
Hal Morsh wrote:
I noticed my inner zone shipping imicus is no longer in my assets. It's not a huge issue I would just like to know where it went. I can easily get another for 1.5 mill, it's just an issue of "where it went" as if I either misplaced it or it poofed.



Hi there,

Could you perhaps clarify where you last recall seeing the ship in your possession and when this was? We performed an extensive search on your character since the beginning of 2015 with no results.

Best regards,
GM Spider
CCP Customer Support | EVE Online | DUST 514



GM Spinder wrote:
Hal Morsh wrote:
Thinking about it I might have forgotten it inside a pos while in "Digital Alchemist" or "The Witch's Hammer". in which case it's been destroyed sold or is sitting in the POS owners station hangar. As they took down the pos's at some point.



Thank you for the update. If you wish, we can see whether the ship was left in a control tower at some point, however we will need an approximate time frame of when this may have been.

Best regards,
GM Spider
CCP Customer Support | EVE Online | DUST 514




Now you tell me that's bad support, and get eaten by the forums.

Oh, I perfectly understand, Hal Morsh — a mission like this requires courage, skill, and heroism… qualities you are clearly lacking. Have you forgotten you're one of the bloody immortals!?
Thorian Baalnorn
State War Academy
Caldari State
#19 - 2016-01-22 03:39:57 UTC
Hal Morsh wrote:
Man glad I can get my oppinion in because it's not locked. THe dude above bumblefk *whatever he's named* I have had petitions with CCP. They do converse to figure out the issue. I've asked silly questions and gotten a response....


Not supposed to do this but.



INNER ZONE SHIPPING IMICUS HAS VANISHED.


GM Spinder wrote:
Hal Morsh wrote:
I noticed my inner zone shipping imicus is no longer in my assets. It's not a huge issue I would just like to know where it went. I can easily get another for 1.5 mill, it's just an issue of "where it went" as if I either misplaced it or it poofed.



Hi there,

Could you perhaps clarify where you last recall seeing the ship in your possession and when this was? We performed an extensive search on your character since the beginning of 2015 with no results.

Best regards,
GM Spider
CCP Customer Support | EVE Online | DUST 514



GM Spinder wrote:
Hal Morsh wrote:
Thinking about it I might have forgotten it inside a pos while in "Digital Alchemist" or "The Witch's Hammer". in which case it's been destroyed sold or is sitting in the POS owners station hangar. As they took down the pos's at some point.



Thank you for the update. If you wish, we can see whether the ship was left in a control tower at some point, however we will need an approximate time frame of when this may have been.

Best regards,
GM Spider
CCP Customer Support | EVE Online | DUST 514




Now you tell me that's bad support, and get eaten by the forums.


Thats actually really good support because honestly its not their place to keep track of where you leave your ships lol. As someone said it depends on the type of ticket. The bigger the issue the faster it will be looked at...other wise people with important issues would have to wait for hal to get done sending CCP on a treasure hunt.

Some people think support is bad here. But out of all the MMOs ive played CCP has the best customer service by far. In one recent MMO i played recently someone had a stuck feature thats kind of important to game play. It would be equal to a eve pilot having all the fittings stuck on his ship so he couldnt switch fittings or even put them online. In this game, the player submitted 5 tickets over 6 months trying to get something besides auto reply. He then went further and spammed the forums with it for another 2 weeks and finally someone looked into...

And sadly thats commonly what support is like in most games.

Sometimes you are the squirrel and sometimes you are the nut. Today, you are the nut and the squirrel is hungry.
Hal Morsh
Doomheim
#20 - 2016-01-22 04:05:14 UTC  |  Edited by: Hal Morsh
It's like that company for mobile "gameloft", they make great gameplay for mobile games, even with the whole "microtransaction" thing going on, the bad part is they are TERRIBLE with bugs. I literally quit playing them and concider the company the EA games of mobile because of it. If it isn't crashing it's just bugging the hell out.



The racing game they have has been out for a long while, problem is steerings been broken since the second update. I notified them, they acknowledged with a request for details, but even with details and probably a year later it's still broken.

Then there is that dungeon hunter 5. I enjoyed the quick hack and slash bit, but the rigged "enemy player" AI is just plain stupid to deal with. It uses another players gearset to defend their dungeon. Problem being it gets unlimited dodges, is invulnrable for the entire movement of the dodge (unlike the player who is never invulrable during a dodge) and can also choose for your attack to "miss" if not flat out ignore it's existence.

Then there were the menu bugs, the having to log off and log back on to collect stronghold cash, not being able to view your guild because every second it would twitch back to the top and not respond to you at all for more seconds.


That is just the tip of the iceberg on that can of worms, I'm glad we have CCP. If EVE crashed every 20 minutes, it wouldn't exist.

Oh, I perfectly understand, Hal Morsh — a mission like this requires courage, skill, and heroism… qualities you are clearly lacking. Have you forgotten you're one of the bloody immortals!?
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