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Support Yolo

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wooooo tong
Native Freshfood
Minmatar Republic
#1 - 2016-05-21 07:17:54 UTC  |  Edited by: wooooo tong
Double charged on current month of subscription, ticket #192296 issued on May 18 remain silent.
What's your experience on support response times?


UP
CCP Support Response Time
Shaade Silentpaw
Republic Military School
Minmatar Republic
#2 - 2016-05-21 07:38:49 UTC
I sent a ticket at 2:29 AM 2 days ago as I was stuck in a broken epic arc.

I received a response at 2:40 AM - 11 minutes later.
wooooo tong
Native Freshfood
Minmatar Republic
#3 - 2016-05-21 07:42:40 UTC
that was my 1st one, though could I possibly done it wrong way or something.
Have you submitted yours through the web help page?
Shaade Silentpaw
Republic Military School
Minmatar Republic
#4 - 2016-05-21 07:48:36 UTC
wooooo tong wrote:
that was my 1st one, though could I possibly done it wrong way or something.
Have you submitted yours through the web help page?


I sent it via the big, yellow 'SUBMIT SUPPORT TICKET' on this page: https://support.eveonline.com/hc/en-us ;P
wooooo tong
Native Freshfood
Minmatar Republic
#5 - 2016-05-21 07:55:20 UTC
Shaade Silentpaw wrote:
wooooo tong wrote:
that was my 1st one, though could I possibly done it wrong way or something.
Have you submitted yours through the web help page?


I sent it via the big, yellow 'SUBMIT SUPPORT TICKET' on this page: https://support.eveonline.com/hc/en-us ;P

so as I, hmmmm
Eternus8lux8lucis
Guardians of the Gate
RAZOR Alliance
#6 - 2016-05-21 08:03:37 UTC
This thread will go the way of the lock quickly....


That being said support tickets will take time but some, given the nature of the ticket, will be answered sooner or later than others. Yours will not be one of those....

Have you heard anything I've said?

You said it's all circling the drain, the whole universe. Right?

That's right.

Had to end sometime.
wooooo tong
Native Freshfood
Minmatar Republic
#7 - 2016-05-21 08:14:05 UTC
Eternus8lux8lucis wrote:
This thread will go the way of the lock quickly....


That being said support tickets will take time but some, given the nature of the ticket, will be answered sooner or later than others. Yours will not be one of those....

well, I acknowledge that some may take longer than others, but still hope for any kind of heads up in response since few days
Grauth Thorner
Vicious Trading Company
#8 - 2016-05-21 08:23:28 UTC
Eternus8lux8lucis wrote:
This thread will go the way of the lock quickly....


That being said support tickets will take time but some, given the nature of the ticket, will be answered sooner or later than others. Yours will not be one of those....

This, just be patient unless you actually need the money to buy food or pay your rent in time.

View real-time damage statistics in-game

>EVE Live DPS Graph application forum thread

>iciclesoft.com
Vimsy Vortis
Shoulda Checked Local
Break-A-Wish Foundation
#9 - 2016-05-21 08:44:28 UTC
I've waited over a week to get response to petitions before and got responses within a few hours, it's variable.

What does seem to have changed over time is the helpfulness of the responses. Years ago GMs seemed to routinely have no god damned idea what the hell you were talking about if you had any remotely complex mechanic related issue or question, some of them had bad english skills and some have even been rude, unprofessional and refused to explain rules and policies without explanation.

Recently they seem to have gotten better both in terms of their subject matter knowledge and their desire to actually provide customer service rather than just saying "logs show nothing, can't help you". GM lelouch in particular is super helpful.

I'd much rather have slow responses from helpful, knowledgeable GMs than fast responses from the window licking morons of old.
wooooo tong
Native Freshfood
Minmatar Republic
#10 - 2016-05-21 08:45:48 UTC
Grauth Thorner wrote:
Eternus8lux8lucis wrote:
This thread will go the way of the lock quickly....


That being said support tickets will take time but some, given the nature of the ticket, will be answered sooner or later than others. Yours will not be one of those....

This, just be patient unless you actually need the money to buy food or pay your rent in time.


well you may disagree but that's what money usually used for, and yeah pips might get broke, .. happens
and yeah there is no need to personalize things, as I was about to keep in topic of the thread
Varathius
Enlightened Industries
Goonswarm Federation
#11 - 2016-05-21 09:25:48 UTC
customer support with CCP ranges from amazing to abysmal, it really depends what your issue is. If you say it is money related, something that companies typically hope that people forget about, I can assume it will take longer than when you are stuck in the game and are unable to play for whatever reason. No worries however, they will answer.
Sustrai Aditua
Intandofisa
#12 - 2016-05-21 12:47:55 UTC
Customer service! How may we help you? Please hold.

If we get chased by zombies, I'm tripping you.
Lan Wang
Federal Navy Academy
Gallente Federation
#13 - 2016-05-21 13:17:04 UTC
always super fast for me, best support ive seen in an mmo

Domination Nephilim - Angel Cartel

Calm down miner. As you pointed out, people think they can get away with stuff they would not in rl... Like for example illegal mining... - Ima Wreckyou*
wooooo tong
Native Freshfood
Minmatar Republic
#14 - 2016-05-21 13:34:11 UTC  |  Edited by: wooooo tong
reason of me being confuses and of this topicas is: usually regular support address-reply issue in seconds, escalate-resolve in hours so generally its done in a workday or two, if havy load. Thats what I had exprience dealing with support ony other services.
Project tickets might takr weeks with lots of interprice resources and teamwork involved end so on.
if weeks is ok responce time here and everyone's happy, guess thats ok just something nice to know
Ralph King-Griffin
New Eden Tech Support
#15 - 2016-05-21 17:29:19 UTC
Lan Wang wrote:
always super fast for me, best support ive seen in an mmo

likewise, i have never been waiting more than a couple of hours

Murderers of Negotiable Motivations

=]|[=
wooooo tong
Native Freshfood
Minmatar Republic
#16 - 2016-05-31 07:57:33 UTC
May 31, Ticket Resolved in a professional manner.
ps. non steam or ccp related issue.
March rabbit
Aliastra
Gallente Federation
#17 - 2016-05-31 08:06:55 UTC
wooooo tong wrote:
Eternus8lux8lucis wrote:
This thread will go the way of the lock quickly....


That being said support tickets will take time but some, given the nature of the ticket, will be answered sooner or later than others. Yours will not be one of those....

well, I acknowledge that some may take longer than others, but still hope for any kind of heads up in response since few days

My last ticket sit there for 24 days until i sent another one asking is anyone there? Then i got response in like half a day. Got compensated nicely for waiting.

The Mittani: "the inappropriate drunked joke"
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#18 - 2016-05-31 13:10:28 UTC
Tickets take time. Depends on the issue, how much research is involved, how many tickets are in the que, and if the ticket was filed correctly. I suggest reading the summit minutes from the last CSM meeting. CCP Gaurd outlines the current system and how long the average wait is.


Thread Closed for redundancy.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.