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EVE New Citizens Q&A

 
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Support Ticket Help

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Veydinn
KarmaFleet
Goonswarm Federation
#1 - 2016-02-24 17:32:38 UTC
I am in no way a new player of this I'm aware.

However, I am new to the support system as it is the first time to my recollection I've ever filed a ticket. I filed my ticket (#131148) regarding a scam that is a violation of the EULA almost 2 days ago and I haven't yet received a reply. So my question is, is it common for CCP to take 48 hours to reply to a ticket?

Regards,

Vey
Lulu Lunette
Savage Moon Society
#2 - 2016-02-24 17:33:46 UTC
Yes! I'd say 4-5 days is probably normal? At least in my 2 experiences

@lunettelulu7
Steve Ronuken
Fuzzwork Enterprises
Vote Steve Ronuken for CSM
#3 - 2016-02-24 18:03:01 UTC
It all depends on the kind of ticket, and the load they have.

Some get triaged very quickly (stuck tickets and so on), some take longer.

Woo! CSM XI!

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Veydinn
KarmaFleet
Goonswarm Federation
#4 - 2016-02-24 18:33:01 UTC
Roger, thanks for the responses, I'll keep waiting.
Memphis Baas
#5 - 2016-02-24 18:40:17 UTC
Average times are a couple hours to 2 days (for high priority stuff - payment issues, harrassment), and up to 2 weeks for non-important stuff. They don't respond to bug reports (though they do process them and bugfix if possible).
Ralph King-Griffin
New Eden Tech Support
#6 - 2016-02-24 18:47:09 UTC  |  Edited by: Ralph King-Griffin
confirming with Memphis
iv only filled for important stuff pertinent to my play and iv been waiting at most 12 hours (under one hour in one case) .

also they will not tell you if they are taking punitive action against another player,
im unsure if they would respond to you at all
but
i do know that any and all correspondence and/or disciplinary action would be in confidence between the player and gm/dev(s) in question and rightly so.

Murderers of Negotiable Motivations

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Vortexo VonBrenner
Doomheim
#7 - 2016-02-24 18:50:41 UTC
"a scam that is a violation of the EULA"

Uh-huh. So...how much did you lose? CCP only has so many people working in their support section. They triage support tickets depending on the issue. I'm afraid that what is urgent to you might not be determined by CCP to be of the same importance. Also, things requiring investigation take longer.

Was it a lot?





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Ralph King-Griffin
New Eden Tech Support
#8 - 2016-02-24 18:55:57 UTC
Vortexo VonBrenner wrote:
"a scam that is a violation of the EULA"

Uh-huh. So...how much did you lose? CCP only has so many people working in their support section. They triage support tickets depending on the issue. I'm afraid that what is urgent to you might not be determined by CCP to be of the same importance. Also, things requiring investigation take longer.

Was it a lot?






amongst a hand full of others bonus room and character sale scams are explicitly against the eula and i have noticed an increase in the latter recently so id hold the skepticism

Murderers of Negotiable Motivations

=]|[=
Vortexo VonBrenner
Doomheim
#9 - 2016-02-24 19:10:07 UTC  |  Edited by: Vortexo VonBrenner
Ralph King-Griffin wrote:

amongst a hand full of others bonus room and character sale scams are explicitly against the eula and i have noticed an increase in the latter recently so id hold the skepticism


Alright, fair enough. Tongue bitten.

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J'Poll
School of Applied Knowledge
Caldari State
#10 - 2016-02-24 20:47:13 UTC
Wow, ISD must be sleeping as it hasnt been locked.


A. You are really inpatient.

B. 2 days, really after 2 months you can start to complain

C. In before the lock soon

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ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#11 - 2016-02-24 22:53:01 UTC
It can take a while, depending on the nature of the ticket. As your questions has been answered, I will go ahead and lock this.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

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