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Petition times, CCP still overwhelmed with them?

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GM Homonoia
Game Master Retirement Home
#21 - 2012-01-04 10:48:38 UTC
Graic wrote:

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. Straight


As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue.

Senior GM Homonoia | Info Group | Senior Game Master
ShahFluffers
Ice Fire Warriors
#22 - 2012-01-04 10:50:17 UTC  |  Edited by: ShahFluffers
GM Homonoia wrote:
To provide some clarity:

Number of petitions in our queues that are waiting for a reply from a GM: 6179
Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00
Number of petitions in our Billing queue are waiting for a reply from a GM: 621
Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.


Solution?

- Take a shot (or four) of tequila.
- Select the petition que.
- Press the buttons "Ctrl" and "a" at the same time.
- Press the "Reimburse" button (or the "Reject - The logs show nothing" button... whichever you feel more in the mood to do).
- Forget that anything ever happened and go back to "business as usual."

How did you Veterans start?
Tore Vest
#23 - 2012-01-04 10:51:21 UTC
GM Homonoia wrote:
To provide some clarity:

Number of petitions in our queues that are waiting for a reply from a GM: 6179
Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00
Number of petitions in our Billing queue are waiting for a reply from a GM: 621
Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.


Yeah...
Its something wrong with this game..... Bear

No troll.
GM Homonoia
Game Master Retirement Home
#24 - 2012-01-04 10:56:33 UTC  |  Edited by: GM Homonoia
Tore Vest wrote:
GM Homonoia wrote:
To provide some clarity:

Number of petitions in our queues that are waiting for a reply from a GM: 6179
Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00
Number of petitions in our Billing queue are waiting for a reply from a GM: 621
Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00

Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.

We are working as hard as we can to get the queues back under control.


Yeah...
Its something wrong with this game..... Bear


All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.

Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player.

Senior GM Homonoia | Info Group | Senior Game Master
Xuko Nuki
Heralds of Darkness
White Sky.
#25 - 2012-01-04 11:03:54 UTC
I've had mixed experiences lately, a couple have gone for about a week but the last one was resolved in 2 hours. Sorry for filing so many petitions recently, actually Straight
Graic
Time Sync
#26 - 2012-01-04 11:04:55 UTC
GM Homonoia wrote:
Graic wrote:

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. Straight


As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue.
Thanks mate.

I put in the petition as soon as I reported the bug, from the affected character in game.

I'll wait with interest to see my items can be recovered!

I appreciate the response.
Tore Vest
#27 - 2012-01-04 11:10:04 UTC
GM Homonoia wrote:


All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.

Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player.


I wasnt thinking over GM's work.... Im shure you do what you can....
Its all those petitions...... Bear

No troll.
Atum
Eclipse Industrials
Quantum Forge
#28 - 2012-01-05 01:03:45 UTC
GM Homonoia wrote:
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00

eeeEE YEOUCH!!!


So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load?
Brock Nelson
#29 - 2012-01-05 01:16:22 UTC
Not sure about the GM being overwhelmed but I've put in 2 petition the past month and both got answered within a day or two. I'm impressed I have to say :)

Signature removed, CCP Phantom
GM Homonoia
Game Master Retirement Home
#30 - 2012-01-05 09:39:16 UTC
Atum wrote:
GM Homonoia wrote:
Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00

eeeEE YEOUCH!!!


So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load?


This is highly dependable on a lot of different factors. Some petitions take less than a minute, other may take hours. Most take about 5 to 15 minutes for the initial investigation and reply. However, a lot of petitions come back and then the Q&A dance starts; it is impossible to say how long that takes. Some petitions require only 1 reply, some can go on and on until my 23 inch screen has been filled with text several times over.

Senior GM Homonoia | Info Group | Senior Game Master
The Snowman
Aliastra
Gallente Federation
#31 - 2012-01-05 18:05:15 UTC
Graic wrote:
I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse.

I reported it and it was confirmed as a new defect a few hours later.

My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone.

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. Straight


I think ive just encounterd this same problem, wiped the contents of 3 of my station containers... 7 years worth of stuff that ive been collecting.. gone.

Now I can only sit around and wait for them to respond, I hope I dont get some idiot GM :(
GM Spiral
Game Master Retirement Home
#32 - 2012-01-05 18:20:46 UTC
The Snowman wrote:
Graic wrote:
I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse.

I reported it and it was confirmed as a new defect a few hours later.

My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone.

I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. Straight


I think ive just encounterd this same problem, wiped the contents of 3 of my station containers... 7 years worth of stuff that ive been collecting.. gone.

Now I can only sit around and wait for them to respond, I hope I dont get some idiot GM :(


If you find yourself with a disagreeable game master for any reason you can always request another game master to review your petition. This is in most cases far more expedient than requesting escalation and waiting for a senior GM's attention. You will still have the option to request escalation, of course.

We are currently in the process of burning down our petitions queues after the holidays and we'll hopefully soon get back within an acceptable time frame to respond to the average petition.

Senior Game Master | CCP Games Customer Support Team

Helping capsuleers since 2004.
Xpaulusx
Naari LLC
#33 - 2012-01-05 20:48:58 UTC
* Suspects real reason for slow response times is Gm's took an arrow to the knee, they just won't amit it Blink jk guys

......................................................
Tacitus venator
The Scope
Gallente Federation
#34 - 2012-01-21 21:44:49 UTC
Bumping this to see what the current backlog times are. Been waiting on a petition for over 3 days now
Zleon Leigh
#35 - 2012-01-22 00:15:37 UTC
Pfttt... I filed 1/08 and received a BS answer on 1/20. Working as intended... (the queue, not the bug)

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
Tacitus venator
The Scope
Gallente Federation
#36 - 2012-01-22 20:29:17 UTC
Well, would still be cool if a gm could respond. Also, a suggestion, maybe integrate a timer screen on the petitions interface in game, so people could see what the currentbacklog is ? I reckon it would stop a few people bumping their petitions, or even posting on forums about delays if we could see in game :)
Telim Tor
Sebiestor Tribe
Minmatar Republic
#37 - 2012-01-22 22:43:34 UTC
GM Spiral wrote:
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.

We can only assure those with pending petitions that all petitions will be answered.

Thank you for your continued patience and understanding.


I think the most frustrating aspect is the not knowing how long. I've had one sitting since 12th Jan and even a "we've had a look and it's not a priority case, it will be answered by date X", would be nice.

Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution.
Ai Shun
#38 - 2012-01-22 22:47:30 UTC
Telim Tor wrote:
Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution.


As long as that included a punishment for frivolous petitions.
Telim Tor
Sebiestor Tribe
Minmatar Republic
#39 - 2012-01-22 22:51:26 UTC
Ai Shun wrote:
Telim Tor wrote:
Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution.


As long as that included a punishment for frivolous petitions.


Agreed.
Tacitus venator
The Scope
Gallente Federation
#40 - 2012-01-23 00:34:39 UTC
For that to be properly implicated, wouldnt the gm's or ccp have to publish a list of what is deemed "frivolous"?. A person submitting a petition for the first time could get a ban etc for something they did not know was deemed as frivolous.
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