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Ticket response time

First post
Author
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Tooley
Center for Advanced Studies
Gallente Federation
#1 - 2016-04-19 03:49:32 UTC
Why does it take many days to respond to a ticket? And what can you do to get at least an acknowledgement that is not automated?
Tooley
Center for Advanced Studies
Gallente Federation
#2 - 2016-04-19 03:50:18 UTC  |  Edited by: Tooley
and why are any mentions of this kind of topic locked indefinitely?
Beamstream
Insert Butthole Reference
#3 - 2016-04-19 03:57:50 UTC
I got scammed on the character bazaar and I've been waiting over 2 weeks for even just a confirmation it's being sorted. Not a single reply
Tooley
Center for Advanced Studies
Gallente Federation
#4 - 2016-04-19 04:08:15 UTC
I guess you have to be a CEO of a large alliance to get any attention. Wait do they not pay the same money for a subscription, or do they pay more to get attention? What is the going price for a ticket response?
Tooley
Center for Advanced Studies
Gallente Federation
#5 - 2016-04-19 04:24:33 UTC
Does anyone know any "tricks" to get them to respond?
Kieron VonDeux
#6 - 2016-04-19 05:27:50 UTC
Tooley wrote:
Does anyone know any "tricks" to get them to respond?



Wait until your turn.
Salah ad-Din al-Jawahiri
Dreamweb Industries
Novus Ordo.
#7 - 2016-04-19 05:30:08 UTC
Tooley wrote:
Does anyone know any "tricks" to get them to respond?


All you can do here is wait and hope for the better, but I've heard of people who farm GMs for game time by filing bogus petitions, complaining about smacktalk in local, suicide ganking, and anything else they find offensive (or make it look so). Due to an increased workload on GMs lately, those petitions are almost guaranteed to get stuck, and those players are sometimes given weeks of game time as compensation.

Agent of the New Order

Live by the Code - die by the Code.

The Voice of Highsec
pushdogg
relocation LLC.
#8 - 2016-04-19 05:33:50 UTC
Tooley wrote:
and why are any mentions of this kind of topic locked indefinitely?


I too disagree sometimes with the fun police, just the law of the land I guess.

Last ticket I filed went a little more than 24 hours.....they gave me the ship, but none of the awesome mods:(

We are at the mercy of CCP no matter how much money we give them.
Smitty Uitra
Smitty's FUC n' Hauling
#9 - 2016-04-19 09:14:35 UTC
Last ticket I put in took 28 days to get a response.
Linus Gorp
Ministry of Propaganda and Morale
#10 - 2016-04-19 09:33:55 UTC
My last one was answered about two weeks later. Just give it some time. They have a big workload and will get to your ticket at some point...
You'll also most likely receive some sort of compensation for exceedingly long waiting times.

When you don't know the difference between there, their, and they're, you come across as being so uneducated that your viewpoint can be safely dismissed. The literate is unlikely to learn much from the illiterate.
Mrs Ekko
Caldari Provisions
Caldari State
#11 - 2016-04-19 10:17:40 UTC
I made a ticket over a week ago now, still no reply either :(

Hopefully it will be soon
Big Lynx
#12 - 2016-04-19 10:59:12 UTC
response times are horrible atm. i remember times when 3 days have been unusually long.
GinBar
Imperial Academy
Amarr Empire
#13 - 2016-04-19 11:20:12 UTC
its all about type of ticket. The other day i had problem with PLEX, and i got answer in 10 minutes on my ticket, and every replay on ticket was like live chat with gm, contrast to that was petition abut some LP items in stores, and i took i think more then a month to respond, and i got 20 days of game time as apology. So hang on in there ;)
KnowUsByTheDead
Sunlight...Through The Blight.
#14 - 2016-04-19 11:57:52 UTC
Submitted a ticket yesterday and it was answered immediately.

Don't think there is any rhyme or reason to response times...more who is available, the ticket type, and how quickly the issue can be resolved.

vOv

Once you realize what a joke everything is, being the comedian is the only thing that makes sense.
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#15 - 2016-04-19 12:08:17 UTC
CSM X Summit II Minutes wrote:
GM Grave opened the meeting with an overview of what they've been doing over the last year. He showed some graphs for how well and how quickly tickets have been responded to. The satisfaction rating is very good, but the waiting time is not good at this time, with too many tickets taking more than a day to be answered. CS has had a few issues dealing with some live incidents and holidays. At this time, the average response rate for complex issues take 2-3 days. 32% of tickets take less than an hour to solve, while 47% of tickets take more than 24 hours. Mike asked how old the oldest ticket in the system is, with the answer being several months. GM Grave pointed out though that those tickets are not the first response, and are generally those escalated to the lead GMs, and are highly complex issues sometimes even involving development. He then added that generally the longest waiting times are about a week. Sugar stated that she hears people saying "my ticket has been waiting for a few weeks". GM Grave explained that sometimes tickets are misfiled, and find their way into some non-CS queues such as the Security team queue. He added that in most instances where the waiting time is excessive, some compensation is granted especially if there is an issue that prevents the player from playing.



Tickets take time depending on what its on and if it was file correctly. These threads get locked because there is only one answer and thats this one. Posting in forums does not speed up your response time. Please sit back relax and enjoy the game.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.