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Petitions - some kind of lame joke?

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hedge betts Shiyurida
State Protectorate
Caldari State
#41 - 2012-05-03 17:20:51 UTC
I feel your pain

One time After a patch I could not load the client, I investigated and found two bit of pyton programming were conflicting. I sent in a petitions highlighting this and the response was " your petitions is now closed"

No help, no instruction, no guidance, nothing.

So I fixed it my self and have made myself forget how to send in a petition.

Pog mo thoin

Ana Vyr
Vyral Technologies
#42 - 2012-05-03 17:32:51 UTC
I'm impressed with their honesty about the situation. Thank you for that CCP!
ian papabear
No Regard.
#43 - 2012-05-03 17:36:18 UTC
GM Homonoia wrote:
First, let me apologize for the long waiting times that everyone is currently experiencing. We are aware of the problem and are working on resolving it. Unfortunately this may take a while and we have no solid ETA on when we will be able to get things properly back in line again.

To provide a bit of background information on how things are looking and why things are the way they are; here are some numbers.

A normal, healthy global queue has around 1500 petitions that are waiting for an answer from a GM; currently (as of this post) we have 3463 petitions in total that require the attention of a GM.

The oldest petition that has not yet received any reply in our Game Play queue was filed on 2012.04.05 20:06:00
The oldest petition that has not yet received any reply in our Billing queue was filed on 2012.04.14 15:43:00
The oldest petition that has not yet received any reply in our Technical queue was filed on 2012.04.13 21:31:00

Note that some special cases (hacking, bans, etc) may take longer and are not represented in the above mentioned queues.

We are working as fast as we can to get these numbers down and we are hiring to increase our GM work force. In the mean time we can only ask humbly for your patience.


dont think you should apologize for trying to do your jon in a timely manner. people dont have patience, thats their own issue. life goes on as they say

.
Vaerah Vahrokha
Vahrokh Consulting
#44 - 2012-05-03 19:17:02 UTC
Fannie Maes
Doomheim
#45 - 2012-05-03 19:18:45 UTC
Vaerah Vahrokha wrote:
My never answered petition, Apr 8 2012.



You should join Goons.
Arkon Olacar
black.listed
#46 - 2012-05-03 20:28:50 UTC
In my experience, the responses from the GMs are clear, helpful and polite, they just take far too long to arrive. Perhaps if you removed gameplay questions from the petition system, then you would be able to deal with real issues in a suitable time frame, rather than wasting your time with two hundred "how do I mine?"s each day.
Lenore Leelu
Obsidian Dynamics
#47 - 2012-05-03 20:55:20 UTC
GM Homonoia wrote:
Vaal Erit wrote:
What do you attribute this surge of petitions to? Normally petitions skyrocket around the time of new expansion releases but this should be a relatively peaceful time for the petition queue. You have 4-5 weeks before Inferno is released and you get an avalanche of new petitions, what is being done in order to give your customers service in a reasonable time?

Perhaps you should "escalate" your situation with your bosses, as posting a we're hiring thread doesn't really help.


There are simply a lot more of you these days. There are no specific issues causing this load except for more player activity, which is why we are hiring. Unfortunately hiring and training GMs is not a quick and easy task and a surge of player activity in the wake of last year is causing customer support some scaling issues. However, we have stabilized the current situation and are working on reducing our queues to more healthy levels.


Can I telecommute from Australia and provide some GMing services for you? Happy to provide 2 hours each week night (GMT +10) :)

Cheers
Lenore
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