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Petition times?

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Author
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Marley Olacar
Stardust-Guardian
Fraternity.
#1 - 2012-02-28 10:39:38 UTC
Anyone know what the average petition responce time is? Seems rather long What?
Patient 2428190
DEGRREE'Fo'FREE Internet Business School
#2 - 2012-02-28 10:53:03 UTC
Between 1 and 6 weeks usually.
TheBlueMonkey
Center for Advanced Studies
Gallente Federation
#3 - 2012-02-28 10:53:46 UTC
depends what it's for

security stuff is pretty quick
"I lost a ship" is a week of more
"I did something stupid that was my fault" longer, depends how funny it was
GM Homonoia
Game Master Retirement Home
#4 - 2012-02-28 13:01:24 UTC
The oldest unanswered petition in the Game Play queue is from 2012.02.20 01:56:00
The oldest unanswered petition in the Billing queue is from 2012.02.27 19:17:00
The oldest unanswered petition in the Technical queue is from 2012.02.22 02:04:00

There are a few petition types that do not go into these categories (they usually have to do with very specialized types of investigations, like hacking or macro cases, or where a senior GM is required for its resolution), and thus not all petition waiting times can be gleaned from this list, but the vast majority of all petitions end up in either of these 3.

At the moment we have 1799 petitions awaiting an answer from a GM:
Game Play: 1087
Biling: 54
Technical: 62
Russian specific: 25
German specific: 274
Japanese specific: 3

The rest fall under the specialized cases as mentioned above.

PS: We are hiring GMs fluent in German and/or Russian

http://www.ccpgames.com/en/jobs?

Senior GM Homonoia | Info Group | Senior Game Master
Tore Vest
#5 - 2012-02-28 13:10:45 UTC
Pfft...
I waited weeks for response...
I wanted help to get drones back on my sc....
GM never responded...
Baad service

In the end.... I bougth new drones Bear

No troll.
TheBlueMonkey
Center for Advanced Studies
Gallente Federation
#6 - 2012-02-28 13:15:34 UTC  |  Edited by: TheBlueMonkey
Tore Vest wrote:
Pfft...
I waited weeks for response...
I wanted help to get drones back on my sc....
GM never responded...
Baad service

In the end.... I bougth new drones Bear



Jesus, how cheap are you to petition over drones?
What's that... 10mil?

Nice insight from GM Homonoia though, seeing actual numbers is apprecieated.

What's the most comical\******** petion you've seen?
Katherine Cole
#7 - 2012-02-28 13:36:47 UTC
GM Homonoia wrote:
The oldest unanswered petition in the Game Play queue is from 2012.02.20 01:56:00
The oldest unanswered petition in the Billing queue is from 2012.02.27 19:17:00
The oldest unanswered petition in the Technical queue is from 2012.02.22 02:04:00


I filed a petiton in the Game Play / Factories, Labs & Blueprints category on 2012.02.05 and have still gotten no response to it.

Do I have to assume that the issue was moved to the "special" category ?

To me it seemed like a simple database problem and it fitted perfectly into the category mentioned above, but the items involved are worth > 30b isk so maybe that value alone makes it a senior GM case?


Or is there a possiblity that the petiton just got forgotten and is drifting through some kind of petition nirvana never to be answered?


Lastly, might I further suggest that if you move a petiton into the "special" category you at least notify the customer who filed it briefly that you did so and that a resolution of the petition might take a longer amount of time.

It is a bit frustrating to log into the game multiple times a day for over 3 weeks to find the petition still unanswered.

Any feedback even if it is "we are on it, but this will take at least 2 weeks to resolve" or so would be really appreciated.
GM Homonoia
Game Master Retirement Home
#8 - 2012-02-28 13:47:38 UTC
Katherine Cole wrote:
GM Homonoia wrote:
The oldest unanswered petition in the Game Play queue is from 2012.02.20 01:56:00
The oldest unanswered petition in the Billing queue is from 2012.02.27 19:17:00
The oldest unanswered petition in the Technical queue is from 2012.02.22 02:04:00


I filed a petiton in the Game Play / Factories, Labs & Blueprints category on 2012.02.05 and have still gotten no response to it.

Do I have to assume that the issue was moved to the "special" category ?

To me it seemed like a simple database problem and it fitted perfectly into the category mentioned above, but the items involved are worth > 30b isk so maybe that value alone makes it a senior GM case?


Or is there a possiblity that the petiton just got forgotten and is drifting through some kind of petition nirvana never to be answered?


Lastly, might I further suggest that if you move a petiton into the "special" category you at least notify the customer who filed it briefly that you did so and that a resolution of the petition might take a longer amount of time.

It is a bit frustrating to log into the game multiple times a day for over 3 weeks to find the petition still unanswered.

Any feedback even if it is "we are on it, but this will take at least 2 weeks to resolve" or so would be really appreciated.


In fact, your petition is, indeed, a special case. And the people who needed a notification have been given such a notification (due to the nature of the case we cannot simply discuss all details with third parties). I am afraid that is all I can say here on the forums as I cannot discuss individual cases here (that is what the petition system is for, after all).

Senior GM Homonoia | Info Group | Senior Game Master
MailDeadDrop
Archon Industries
#9 - 2012-02-28 16:35:00 UTC
GM Homonoia wrote:
There are a few petition types that do not go into these categories (they usually have to do with very specialized types of investigations, like hacking or macro cases, or where a senior GM is required for its resolution), and thus not all petition waiting times can be gleaned from this list, but the vast majority of all petitions end up in either of these 3.

At the moment we have 1799 petitions awaiting an answer from a GM:
Game Play: 1087
Biling: 54
Technical: 62
Russian specific: 25
German specific: 274
Japanese specific: 3

The rest fall under the specialized cases as mentioned above.


1,505 out of 1799 is 83.7%. 16% (one out of every six) go into the special category. You and I have different ideas of what constitutes "vast majority".

MDD
Taedrin
Federal Navy Academy
Gallente Federation
#10 - 2012-02-28 16:44:13 UTC
MailDeadDrop wrote:
GM Homonoia wrote:
There are a few petition types that do not go into these categories (they usually have to do with very specialized types of investigations, like hacking or macro cases, or where a senior GM is required for its resolution), and thus not all petition waiting times can be gleaned from this list, but the vast majority of all petitions end up in either of these 3.

At the moment we have 1799 petitions awaiting an answer from a GM:
Game Play: 1087
Biling: 54
Technical: 62
Russian specific: 25
German specific: 274
Japanese specific: 3

The rest fall under the specialized cases as mentioned above.


1,505 out of 1799 is 83.7%. 16% (one out of every six) go into the special category. You and I have different ideas of what constitutes "vast majority".

MDD


You have to admit, 83.7% is a rather large majority. I would recommend that CCP provide some sort of system in place that lets players know where their petition is in the queue - I bet it would greatly reduce the amount of complaints about the petition system.
GM Homonoia
Game Master Retirement Home
#11 - 2012-02-28 17:12:43 UTC
Taedrin wrote:
MailDeadDrop wrote:
GM Homonoia wrote:
There are a few petition types that do not go into these categories (they usually have to do with very specialized types of investigations, like hacking or macro cases, or where a senior GM is required for its resolution), and thus not all petition waiting times can be gleaned from this list, but the vast majority of all petitions end up in either of these 3.

At the moment we have 1799 petitions awaiting an answer from a GM:
Game Play: 1087
Biling: 54
Technical: 62
Russian specific: 25
German specific: 274
Japanese specific: 3

The rest fall under the specialized cases as mentioned above.


1,505 out of 1799 is 83.7%. 16% (one out of every six) go into the special category. You and I have different ideas of what constitutes "vast majority".

MDD


You have to admit, 83.7% is a rather large majority. I would recommend that CCP provide some sort of system in place that lets players know where their petition is in the queue - I bet it would greatly reduce the amount of complaints about the petition system.


Out of the 294 petitions in those special queues, 259 are in a queue reserved for botters, hackers and RMTers complaining that they have been banned. Needless to say that these are not exactly handled in our normal queues. That leaves 35 petitions.

Senior GM Homonoia | Info Group | Senior Game Master
Tore Vest
#12 - 2012-02-28 17:19:56 UTC  |  Edited by: Tore Vest
TheBlueMonkey wrote:



Jesus, how cheap are you to petition over drones?
What's that... 10mil?



When a drone cost at average 25m..... and you need 40 of them....
+ logistics....
Try to use your brain... Bear

No troll.
Vetrox Satria
Star Nation
Goonswarm Federation
#13 - 2012-02-28 17:19:58 UTC
GM Homonoia wrote:

259 are in a queue reserved for botters, hackers and RMTers complaining that they have been banned.


I bet they all use the excuse

"BUT ZOMGOODNESS it wasnt even my bot I let my brooooo use my account (breach of eula right there i think) please let me off im a good guy really"

I understand you cant discuss it and what not but this was the excuse of choice when bungie banned people :D

Back on topic though. The numbers seem pretty good to me. I had a petition quite a while back about missing items and it got resolved pretty quickly
arcca jeth
Dark Alliance
#14 - 2012-02-28 17:23:19 UTC
i accidentally added a few too many zeros to a market sell order and lost almost 200M to a brokers fee Oops created a petition for it, hope I can get re-reimbursed as i rarely create petitions and rarely make these kinds of mistakes.
GM Homonoia
Game Master Retirement Home
#15 - 2012-02-28 17:23:28 UTC
Vetrox Satria wrote:
GM Homonoia wrote:

259 are in a queue reserved for botters, hackers and RMTers complaining that they have been banned.


I bet they all use the excuse

"BUT ZOMGOODNESS it wasnt even my bot I let my brooooo use my account (breach of eula right there i think) please let me off im a good guy really"

I understand you cant discuss it and what not but this was the excuse of choice when bungie banned people :D

Back on topic though. The numbers seem pretty good to me. I had a petition quite a while back about missing items and it got resolved pretty quickly



You have no idea about the types of excuses we hear; and for those trying, trust me we have heard them all.

Senior GM Homonoia | Info Group | Senior Game Master
Cebraio
State War Academy
Caldari State
#16 - 2012-02-28 17:24:43 UTC
Oh yes, we need a list of top 10+ excuses of those guys! Pretty please! Big smile
GM Homonoia
Game Master Retirement Home
#17 - 2012-02-28 17:28:46 UTC
arcca jeth wrote:
i accidentally added a few too many zeros to a market sell order and lost almost 200M to a brokers fee Oops created a petition for it, hope I can get re-reimbursed as i rarely create petitions and rarely make these kinds of mistakes.


Whatever you do, do NOT modify the order before a GM contacts you (as soon as stuff starts selling it will be almost impossible for a GM to assist you as we do not reverse transactions between players). Either letting it stew there (hey, if someone buys anything at that price you have your profit) or cancelling it should be fine.

Of course, as I do not know the details I cannot comment on if you will be reimbursed or not, that depends on the exact details and I simply cannot go into details of individual cases on the forums.

The advise I gave above is good advice for reimbursement cases in general. The more you fiddle with it, the harder it gets for a GM to step in, thus reducing chances for reimbursement. Something goes wrong, do not touch it, immediately file a petition (the sooner the better) and file it from the client (some information is pre-prepared when filing from the client as we already know what character it was filed from and in what conditions, reducing the time for the investigation drastically).

Senior GM Homonoia | Info Group | Senior Game Master
GM Homonoia
Game Master Retirement Home
#18 - 2012-02-28 17:37:12 UTC
Cebraio wrote:
Oh yes, we need a list of top 10+ excuses of those guys! Pretty please! Big smile


- I didn't know I couldn't do that.
- I let my brother/father/roommate use my PC; he must have done it!
- It must have been hackers who used my account to do this (and let me keep the ISK and didn't steal anything for some weird reason).
- The EULA does not specifically say that I could not buy that ISK from that site.
- Someone randomly gave that ISK to me.
- I got this ISK for providing secret in game services that I cannot talk about because you GMs will use it in game against me.
- I got this ISK for my birthday/from my girlfriend/etc (go complain to them that they gave you stolen ISK).
- I have a sleep disorder, that is why I play all day and night.
- I work at night and have my kids mine for me when I sleep and I play during work.
- My girlfriend stays up all night and mines for me.

Senior GM Homonoia | Info Group | Senior Game Master
Shandir
EVE University
Ivy League
#19 - 2012-02-28 17:37:20 UTC
GM Homonoia wrote:
Out of the 294 petitions in those special queues, 259 are in a queue reserved for botters, hackers and RMTers complaining that they have been banned. Needless to say that these are not exactly handled in our normal queues. That leaves 35 petitions.


A special queue, reserved for child molesters, and people who talk in the theatre.
GM Homonoia
Game Master Retirement Home
#20 - 2012-02-28 17:40:08 UTC  |  Edited by: GM Homonoia
Shandir wrote:
GM Homonoia wrote:
Out of the 294 petitions in those special queues, 259 are in a queue reserved for botters, hackers and RMTers complaining that they have been banned. Needless to say that these are not exactly handled in our normal queues. That leaves 35 petitions.


A special queue, reserved for child molesters, and people who talk in the theatre.


You may call my Toby.

Edit: Damn, quoted the wrong sketch. /me adds something witty about Shepard Book

Senior GM Homonoia | Info Group | Senior Game Master
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