These forums have been archived and are now read-only.

The new forums are live and can be found at https://forums.eveonline.com/

EVE General Discussion

 
  • Topic is locked indefinitely.
 

VERY Poor support

First post
Author
Previous Topic Next Topic
Flav01
Slippery Gypsies
#1 - 2016-05-02 12:16:13 UTC
I submitted a ticked regards a hijacked account, 4 weeks ago. The initial response was very quick, questions asked and answered that day. Then no matter how many times I ask about its status there has been no response or follow up for 21 DAYS. submitted new tickets to try and escalate the outstanding issue, and nothing.
Then 5 days ago I was asked what city I was in 2010, answered that question, and yet again nothing heard.

I have tried everything to get this resolved and to get back my other account, it would appear I have to post here.

It was explained in one message that they are busy, but the lack of responses for periods of up to 21 days is simply unacceptable.
u3pog
Ministerstvo na otbranata
#2 - 2016-05-02 12:22:06 UTC
And what are we supposed to do about it? You asking in the forums for?
Scipio Artelius
Weaponised Vegemite
Flying Dangerous
#3 - 2016-05-02 12:24:53 UTC  |  Edited by: Scipio Artelius
No one here can help you. It's just a fact that only the GMs can help.

Unfortunately, these things take time. If you claim your account was hacked and stolen, but the other guy says you sold it to him, then it's your word against his; and in the end CCP have to try to sort out the truth.

Since you can't know what has been said to the current user of the account, or what he has replied, then it's difficult for you to really say the investigation is very poor.

CCP may be doing their very best, but they can't just pull the truth from their butt. They need to collect evidence first.
Dark Lord Trump
0.0 Massive Dynamic
Pandemic Horde
#4 - 2016-05-02 13:33:25 UTC
Scipio Artelius wrote:
No one here can help you. It's just a fact that only the GMs can help.

Unfortunately, these things take time. If you claim your account was hacked and stolen, but the other guy says you sold it to him, then it's your word against his; and in the end CCP have to try to sort out the truth.

Since you can't know what has been said to the current user of the account, or what he has replied, then it's difficult for you to really say the investigation is very poor.

CCP may be doing their very best, but they can't just pull the truth from their butt. They need to collect evidence first.

If the other guy says you sold it to him the account gets banned. You're not allow to share accounts, not for ISK and especially not for real money.

As for the OP, tickets have been running slow as of late, and they probably need to collect evidence.

I'm going to build a big wall that will keep the Gallente out, and they're going to pay for it!
Scipio Artelius
Weaponised Vegemite
Flying Dangerous
#5 - 2016-05-02 13:43:55 UTC
Dark Lord Trump wrote:
Scipio Artelius wrote:
No one here can help you. It's just a fact that only the GMs can help.

Unfortunately, these things take time. If you claim your account was hacked and stolen, but the other guy says you sold it to him, then it's your word against his; and in the end CCP have to try to sort out the truth.

Since you can't know what has been said to the current user of the account, or what he has replied, then it's difficult for you to really say the investigation is very poor.

CCP may be doing their very best, but they can't just pull the truth from their butt. They need to collect evidence first.

If the other guy says you sold it to him the account gets banned. You're not allow to share accounts, not for ISK and especially not for real money.

As for the OP, tickets have been running slow as of late, and they probably need to collect evidence.

Yes, I know what happens if accounts are sold or shared.

That doesn't mean just because someone says something, that the account is banned. It would only be banned if it were true.

The OP just had to give it time.
Vimsy Vortis
Shoulda Checked Local
Break-A-Wish Foundation
#6 - 2016-05-02 14:12:32 UTC
I feel like the quality of GM responses has actually improved over time, even if response time got worse.

Time was people in my alliance routinely got warns and/or bans over things that literally didn't happen because GMs didn't actually investigate claims or didn't comprehend their own policies and/or game mechanics, people had to counter-petition all the time. Especially that one guy who liked to use a vindicator for logistics.

It's better this way OP, just be patient
CCP Falcon
#7 - 2016-05-02 15:13:07 UTC
Hi there,

Apologies for the fact that you're experiencing a longer than average wait for resolution on your ticket.

Our Customer Support team are working as quickly and diligently as they can to push their way through a backlog of tickets, and given that you're requesting access to an account that may have been compromised, this further compounds the waiting time due to the fact they need to investigate this thoroughly before granting you access to the account.

Sorry for the wait, we'll be with you as soon as we're able.

- F

CCP Falcon || EVE Universe Community Manager || @CCP_Falcon

Happy Birthday To FAWLTY7! <3