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EVE New Citizens Q&A

 
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Support ticket taking longer than expected

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Degazda
The Scope
Gallente Federation
#1 - 2016-12-09 05:30:02 UTC
tl;dr: Old player, submitted ticket about char transfer over 15 days ago and it was not processed yet, wasting subscription time. Tickets used to be quite fast, how long are tickets taking nowadays?

I thought a thousand times about how stupid it is to write this post and I'm the kind of guy that waits and hopes to never bother anyone.

I've submitted a ticket over 15 days ago, I'm coming back to EVE and would like to sort a character transfer problem. I received some instructions in the first reply, followed them and answered and now I'm waiting. In a ticket before this one, the GM said it was misplaced and it took about a week to be solved. This new ticket are not showing in-game neither. I'm not in a hurry, if they say it'll take a month, I'm cool. I'm just afraid they won't be able to see it.

I don't mind waiting and I feel bad to ask, but before this, CPP usually answered my tickets within a week. I'm afraid my subscription will run out before the transfer happens and that I wasted in-game time. I'm afraid if I play they won't be able to solve the problem and that makes me a sad panda :C

How long is the normal waiting times nowadays?

Before you ask, I've drawn and sent them a T-Rex flying a Vexor, so it's ok guys, they can't be that mad at me... Can they?

Love you all, fly safe o7
Roenok Baalnorn
Baalnorn Heavy Industries
#2 - 2016-12-09 05:40:57 UTC
Degazda wrote:
tl;dr: Old player, submitted ticket about char transfer over 15 days ago and it was not processed yet, wasting subscription time. Tickets used to be quite fast, how long are tickets taking nowadays?

I thought a thousand times about how stupid it is to write this post and I'm the kind of guy that waits and hopes to never bother anyone.

I've submitted a ticket over 15 days ago, I'm coming back to EVE and would like to sort a character transfer problem. I received some instructions in the first reply, followed them and answered and now I'm waiting. In a ticket before this one, the GM said it was misplaced and it took about a week to be solved. This new ticket are not showing in-game neither. I'm not in a hurry, if they say it'll take a month, I'm cool. I'm just afraid they won't be able to see it.

I don't mind waiting and I feel bad to ask, but before this, CPP usually answered my tickets within a week. I'm afraid my subscription will run out before the transfer happens and that I wasted in-game time. I'm afraid if I play they won't be able to solve the problem and that makes me a sad panda :C

How long is the normal waiting times nowadays?

Before you ask, I've drawn and sent them a T-Rex flying a Vexor, so it's ok guys, they can't be that mad at me... Can they?

Love you all, fly safe o7


1. Major patch just came out.
2. Players were told that they had to do email verification after the patch to get it sorted before it became a problem, most didnt.
3. A bunch of vets returned to the game because of alpha clones. So you have all those players wanting various things sorted.
4. The NPE( tutorial) was completely redone so their will obviously be issues with that.
5. The amount of new characters created increased by about 1500% the first day and then slowly fell down to 1000% and is still around 500-600% pre patch.

CCP stated they got a months worth of tickets in 3 days. So they are super swamped atm.
Do Little
Bluenose Trading
#3 - 2016-12-09 08:02:47 UTC
CCP have stated that any lost game time will be reimbursed. You can see your ticket(s) and their status at the support site: https://support.eveonline.com or F12 in game. As stated, they have an enormous backlog but inability to play the game has top priority.
ISD Chanisa Nemes
ISD Community Communications Liaisons
ISD Alliance
#4 - 2016-12-09 17:01:55 UTC
A individual response to your ticket may take time as there is currently a large number of tickets being processed. If you are seeing your ticket in the support portal then I guarantee they will see it and get to it. Opening multiple tickets on the same issues will further delay response times across the board. Please be patient. CCP is aware of the hardship this is causing as everyone wants to enjoy killing internet spaceships and they are doing their best to address everyones tickets in a timely manner.

I am now locking this thread.

ISD Chanisa Nemes

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department