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No answer to the petition.

First post
Author
Previous Topic Next Topic
Mery Shely
Doomheim
#1 - 2011-12-21 08:02:34 UTC
Four days ago I have written the petition and till now nobody has answered it.
I want to ask, why nobody has answered?
Noriko Mai
#2 - 2011-12-21 08:14:59 UTC
Sometimes it takes time. Four days ago was Sunday. I've waited 5 days or so the last time.

"Meh.." - Albert Einstein
Hienz Doofenshmirtz
Outsourced Manufacturing
#3 - 2011-12-21 08:16:11 UTC
GMs, MODs, and DEVs, do not discuss petitions on the forums, that is all

www.dust514stats.com do you know?
Xercodo
Cruor Angelicus
#4 - 2011-12-21 08:17:48 UTC  |  Edited by: Xercodo
What category was it? It might be a topic that is being swamped in backlog with a lot of other petitions or you might be a low priority topic.

It could also be a topic that requires research to ensure they can make an informed decision, one of the big ones that is in this category is when an account has been reported as hacked or stolen.

The Drake is a Lie
Kehro Urgus
University of Caille
Gallente Federation
#5 - 2011-12-21 08:20:05 UTC
I have one open on SIngularity that must be over 2 weeks old by now. Also submitted a bug report related to the same problem with screenshots, still nothing. It's not a new issue as if first reared its ugly head about a year ago. A bit annoying being unable to use certain ship class and I don't want to waste hundreds of millions of ISK on the live server to test a problem that is over a year old. Evil

Yeeee! 
Mery Shely
Doomheim
#6 - 2011-12-21 08:59:29 UTC
Problem due to which I have written a petition connected with the market and the need 20-30 seconds of time, which check its logs on the CCP.

I have often written petitions and have never had such a response that would have held more than one day.
This is sad.
Kehro Urgus
University of Caille
Gallente Federation
#7 - 2011-12-21 09:18:09 UTC
Mery Shely wrote:
Problem due to which I have written a petition connected with the market and the need 20-30 seconds of time, which check its logs on the CCP.

I have often written petitions and have never had such a response that would have held more than one day.
This is sad.


Maybe it's just you. In my case it appears to be just me. In both cases probably no one cares. Straight

Yeeee! 
Gorki Andropov
I Dn't Knw Wht You Wnt Bt I Cn't Gve It Anymre
#8 - 2011-12-21 09:29:16 UTC
Join the queue (literally)



I have two open petitions (one of them on a skill that doesn't seem to be working properly, very annoying) that have been sitting there for a week and a half.

I, too, wish that CCP would pick up a gear.
Prince Kobol
#9 - 2011-12-21 09:34:27 UTC
Damn I hate these types of posts.

Why hasn't your petition been answered.. because Eve does not revolve around you, there are a few other people playing the game in case you haven't noticed.
Gorki Andropov
I Dn't Knw Wht You Wnt Bt I Cn't Gve It Anymre
#10 - 2011-12-21 09:36:51 UTC
Prince Kobol wrote:
Damn I hate these types of posts.

Why hasn't your petition been answered.. because Eve does not revolve around you, there are a few other people playing the game in case you haven't noticed.




One would expect fairly timely customer service, though.
Destination SkillQueue
Doomheim
#11 - 2011-12-21 09:40:09 UTC
Kehro Urgus wrote:
I have one open on SIngularity that must be over 2 weeks old by now. Also submitted a bug report related to the same problem with screenshots, still nothing. It's not a new issue as if first reared its ugly head about a year ago. A bit annoying being unable to use certain ship class and I don't want to waste hundreds of millions of ISK on the live server to test a problem that is over a year old. Evil


According to the test server info, customer service doesn't address petitions made about test server issues. Your petition was/will either be ignored or will go straight to the trash can.
CCP Navigator
C C P
C C P Alliance
#12 - 2011-12-21 09:53:21 UTC
Hello there,

Your petition is in the queue and will be addressed when a Game Master reaches it. Following the release of Crucible we saw a rise in petition numbers as more players are playing EVE which naturally results in a higher number of petitions. The good news is that all of Customer Support are pulling a massive shift today to try and kill the queue so expect lots of petition answers coming out in the next 24 hours Smile
Florestan Bronstein
Ministry of War
Amarr Empire
#13 - 2011-12-21 10:03:42 UTC  |  Edited by: Florestan Bronstein
The eternal problem of customer service for games is that manpower required to handle customer requests varies a lot (especially around releases).

Either you are severely understaffed after each expansion or you are overstaffed for the rest of the year.

In theory you'd really like to hire temp employees for a few weeks after each expansion but properly training these is too expensive (considering many of them won't work for you again) and if you don't properly train them they will just create unhappy customers and more work for your core customer support staff.

I don't think there is a really good solution to that dilemma (maybe assign developers to customer service duty after each release, lol) - you basically have the choice between long queues and crappy replies.
Oshius
Steam Solutions
#14 - 2011-12-21 10:10:24 UTC  |  Edited by: Oshius
CCP Navigator wrote:
Hello there,

Your petition is in the queue and will be addressed when a Game Master reaches it. Following the release of Crucible we saw a rise in petition numbers as more players are playing EVE which naturally results in a higher number of petitions. The good news is that all of Customer Support are pulling a massive shift today to try and kill the queue so expect lots of petition answers coming out in the next 24 hours Smile


That sounds brilliant as i have a petition about char sale going on :)
MailDeadDrop
Archon Industries
#15 - 2011-12-21 15:45:48 UTC
Florestan Bronstein wrote:
I don't think there is a really good solution to that dilemma (maybe assign developers to customer service duty after each release, lol)

That's not as lol-worthy an idea as one might think.

I'm in my forth decade of software development experience. In that time, I've seen great results from rotating developers into support roles. Most of the time software development is compartmentalized to the point that developers really don't get to see the long-term effects of development decisions. Having developers answer customer support tickets allows them to see (and sometimes feel) the pain their decisions cause.

MDD
Skorpynekomimi
#16 - 2011-12-21 16:30:24 UTC
Nobody's gotten to it because nobody's gotten to it yet. It's the all-encompassing 'ask questions and report problems' button.
I think they have a sorting system on them, though. My last one was reporting an RMT site that'd come up on a facebook ad, and the initial response was within a couple of days. Then the actual closing of the petition took a couple of weeks for someone to get around to it.

Economic PVP
Verus Virelis
Cant Tax This
#17 - 2011-12-21 17:09:18 UTC
i have an account that was banned for 3 weeks now (for doing nothing wrong) and still no response to my petition. if i don't hear back before new years i wont play this game any more, i cant play a game that neglects its customer support this badly.
Prince Kobol
#18 - 2011-12-21 17:14:30 UTC
Verus Virelis wrote:
i have an account that was banned for 3 weeks now (for doing nothing wrong) and still no response to my petition. if i don't hear back before new years i wont play this game any more, i cant play a game that neglects its customer support this badly.


Don't buy isk
Verus Virelis
Cant Tax This
#19 - 2011-12-21 17:23:02 UTC
Prince Kobol wrote:
Verus Virelis wrote:
i have an account that was banned for 3 weeks now (for doing nothing wrong) and still no response to my petition. if i don't hear back before new years i wont play this game any more, i cant play a game that neglects its customer support this badly.


Don't buy isk


i didn't, i used a tunneling program (TOR) to bypass my works internet blocking protocol to log into the eve forums and was banned when i got home.
War Kitten
Panda McLegion
#20 - 2011-12-21 19:55:31 UTC
Verus Virelis wrote:
Prince Kobol wrote:
Verus Virelis wrote:
i have an account that was banned for 3 weeks now (for doing nothing wrong) and still no response to my petition. if i don't hear back before new years i wont play this game any more, i cant play a game that neglects its customer support this badly.


Don't buy isk


i didn't, i used a tunneling program (TOR) to bypass my works internet blocking protocol to log into the eve forums and was banned when i got home.


Delicious irony.

I don't judge people by their race, religion, color, size, age, gender, or ethnicity. I judge them by their grammar, spelling, syntax, punctuation, clarity of expression, and logical consistency.
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