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@CCP - The petition system.

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Skellisk
Imperial Academy
Amarr Empire
#1 - 2012-03-08 13:19:58 UTC  |  Edited by: Skellisk
Hey What up CCP.

I'm curious about the intricacies of the petition system and the current turn aroun time for petitions and queries and the effects new posts on a petition have.



Whats the average turn around time for response and compleletion of petitions?

If a petition has been "moved on to another GM" how do we know this is so?

If i file a petition; and then i add more information to the petition (a new post) what effect does this have on its state?

I have been testing teh petitions using various methods and the claim that the GMs work 24/7 seems to be false. I have never recieved a response on the weekend and the responses have ALWAYS come between 9 in the morning and 6 in the evening.

Edit:

These questions are inspired by a current petition i have that has been "moved" on and has not been responsed too in 7 days.

Regards
Skellisk
Imperial Academy
Amarr Empire
#2 - 2012-03-08 15:59:57 UTC
Nothing ? From Anyone ?
GM Homonoia
Game Master Retirement Home
#3 - 2012-03-08 17:09:36 UTC
Skellisk wrote:

Whats the average turn around time for response and compleletion of petitions?


This can vary wildly, from 5 minutes to multiple weeks; it all depends on the type and details of the case.

Skellisk wrote:

If a petition has been "moved on to another GM" how do we know this is so?


You do not know this, unless the GM in question tells you so. Of course, once the new GM replies you can see that this is a new GM.

Skellisk wrote:

If i file a petition; and then i add more information to the petition (a new post) what effect does this have on its state?


No effect whatsoever.

Skellisk wrote:

I have been testing teh petitions using various methods and the claim that the GMs work 24/7 seems to be false. I have never recieved a response on the weekend and the responses have ALWAYS come between 9 in the morning and 6 in the evening.


We do have people working the petition system 24/7, however some times and days are better staffed then others. At certain times we may work on a skeleton crew while at others we have many GMs available. Also, when you say 09:00-18:00, what time zone are you referring to? because we have GMs in Reykjavik, Atlanta and Shanghai. If you are in the US, for example, then your 09:00-18:00 is mostly afternoon/evening for our Reykjavik GMs.

Senior GM Homonoia | Info Group | Senior Game Master
Cyprus Black
School of Applied Knowledge
Caldari State
#4 - 2012-03-08 17:13:27 UTC
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.

Summary of EvEs last four expansions: http://imgur.com/ZL5SM33
GM Homonoia
Game Master Retirement Home
#5 - 2012-03-08 17:17:08 UTC
Cyprus Black wrote:
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.


I have to add that abusing the petition system comes with very stern punitive measures (And to the OP, filing petitions with the sole purpose of trying to figure out how our internal systems work falls under abuse).

Senior GM Homonoia | Info Group | Senior Game Master
Petrus Blackshell
Rifterlings
#6 - 2012-03-08 17:22:32 UTC
Skellisk wrote:
I have been testing teh petitions

Stop that. Some of us have legitimate petitions we'd like answers on, and getting them bogged down by someone who is looking for insights into something that is not his business is worse than getting bogged down by petitions of banned botters.

The best way to get your petition responded to quickly is to be literate (good spelling, grammar, and general comprehension), respectful, brief (no walls of text) and informative. The most I have ever waited for a petition was a week or so, and it was a complex reimbursement petition. Everything else was always resolved in 1-2 days tops.

And above all, have patience and don't clog the petition system with unnecessary garbage.

Accidentally The Whole Frigate - For-newbies blog (currently on pause)
Fly byNighter
Republic Military School
Minmatar Republic
#7 - 2012-03-08 17:23:12 UTC
Cyprus Black wrote:
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.



Dude give ccp a break, that have one of the best customer service ive ever seen in a GAME!!!!!!

Ive had most my petition answered within 10 minute, then some that are more complex my take a week, but ccp make everything right!!!!
Skellisk
Imperial Academy
Amarr Empire
#8 - 2012-03-08 17:26:33 UTC
Petrus Blackshell wrote:
Skellisk wrote:
I have been testing teh petitions

Stop that. Some of us have legitimate petitions we'd like answers on, and getting them bogged down by someone who is looking for insights into something that is not his business is worse than getting bogged down by petitions of banned botters.

The best way to get your petition responded to quickly is to be literate (good spelling, grammar, and general comprehension), respectful, brief (no walls of text) and informative. The most I have ever waited for a petition was a week or so, and it was a complex reimbursement petition. Everything else was always resolved in 1-2 days tops.

And above all, have patience and don't clog the petition system with unnecessary garbage.



I have been using legitmate petitions and bug reports; I am looking for answers due to the fact i cannot login to my main account. I have been playing this game on and off since 2003 so i know they have good customer support. But if a GM replies to me 3 times within 6 hours(i consider that very good considering the load of petitions) and then tells me that the petitiion has been moved on and i recieve absolutely NO response for 7 days; thats diabolical by anyones standard. ESPCIALLY when its to with the state of someones account.


Regards
Skellisk
Imperial Academy
Amarr Empire
#9 - 2012-03-08 17:27:02 UTC
Fly byNighter wrote:
Cyprus Black wrote:
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.



Dude give ccp a break, that have one of the best customer service ive ever seen in a GAME!!!!!!

Ive had most my petition answered within 10 minute, then some that are more complex my take a week, but ccp make everything right!!!!




Trolling is a banable offense trOLOLOLOLOLOLOL
Zivile
School of Applied Knowledge
Caldari State
#10 - 2012-03-09 12:50:30 UTC
Skellisk wrote:
Fly byNighter wrote:
Cyprus Black wrote:
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.



Dude give ccp a break, that have one of the best customer service ive ever seen in a GAME!!!!!!

Ive had most my petition answered within 10 minute, then some that are more complex my take a week, but ccp make everything right!!!!




Trolling is a banable offense trOLOLOLOLOLOLOL




:Big smileShocked
Nirnias Stirrum
UberWTFBBQ and Battle Technologies
#11 - 2012-03-09 13:16:20 UTC  |  Edited by: Nirnias Stirrum
I got a reply to a petition christmas morning a few months ago... I then tried to decide which of us was sadder... me for being online playing Eve Online christmas morning, or the GM for logging in christmas morning and solving my problem..


After that i decided that they are dedicated to their jobs and providing good customer support :D
Zarian Uphius
Adversity.
Psychotic Tendencies.
#12 - 2012-03-10 02:11:09 UTC
GM Homonoia wrote:
Skellisk wrote:

Whats the average turn around time for response and compleletion of petitions?


This can vary wildly, from 5 minutes to multiple weeks; it all depends on the type and details of the case.



If it's a "I'm Stuck" time is very fast. Usually less than 15minutes


For EVERYTHING else....1week to "multiple weeks"
Zleon Leigh
#13 - 2012-03-10 21:51:42 UTC
GM Homonoia wrote:
Cyprus Black wrote:
Just start filing blank petitions since it takes weeks to answer. If something comes up you can simply edit a blank one and shave off a week or two of GM delay time.


I have to add that abusing the petition system comes with very stern punitive measures (And to the OP, filing petitions with the sole purpose of trying to figure out how our internal systems work falls under abuse).


And yet the long queue delays cause pilots to spend time thinking up ways to overcome CCP fail....

Can't decide which is worse - customers knowing that they are going to have to deal with bugs to the point that they desperately filing blank petitions in anticipation of them or a company producing bad product to the point of causing same.

Incarna - Newest business example of mismanaged capital. CCP - Continuing to gank independent PI producers every day

PvP's latest  incentive program ** Unified Inventory **  'Cause you gotta kill something after trying to use it
Caroline Grace
Retrostellar Boulevard
#14 - 2012-03-11 01:38:09 UTC  |  Edited by: Caroline Grace
I have made my second petition today, it was resolved within 7 minutes. It was about something very wrong ingame. My first petition was resolved in 6 days. It wasn't urgent or dramatic and I would even wait 14 days for it.


Make sure your petition is typed in-all-seriousness, includes all information, logs or chats and is about important matter. Note the fact, by important matter I mean you look at your petition and in-all-humble you answer if is it really that important / wrong / dramatic / wrong for public. Not every problem is really a problem, use common sense.


Lot of people think that as paying customers they deserve instant petition aswer times, but the reality is somewhere else and people should apply "the asnwer time meter" described above every time they make petition. Also I take petition system as very serious and formal tool for players how to communicate with GMs. Maybe because I knew GMs work from other games I grow my respect for them as I know how hard and non-rewarding in some ways this work, sometimes, actually is.


I hope I'm not sounding too rude or anything, this is just my two cents about petitions Smile

I'm Caroline Grace, and this is my favorite musical on the Citadel.