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Thread Statistics | Show CCP posts - 6 post(s) |
doommann christensen
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Posted - 2011.07.05 19:41:00 -
[1]
I opened a petition almost 3 days ago and haven't gotten any response, is this normal?
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Lady Spank
Amarr
Trillionaire High-Rollers Suicidal Bassoon Orkesta
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Posted - 2011.07.05 19:43:00 -
[2]
Depends on the type of petition but yes.
~~~
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Solstice Project
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Posted - 2011.07.05 19:46:00 -
[3]
Yeah. Depends on topic and on how busy they are.
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Prince Kobol
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Posted - 2011.07.05 19:49:00 -
[4]
Yes.
I opened a petition on the 29/06 and it was only solved a few hours ago.
Have to say a BIG THANKYOU to GM Renril.
It might of taken a while but thanks to you it was well worth the wait :)
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GM Homonoia
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Posted - 2011.07.05 19:51:00 -
[5]
At the moment our queues are busy in the extreme. We try to get at each petition as fast as possible, but right now (for non-account/billing and non-high priority game issues) this may take several days to a week. We aim for much faster service, but at the moment we are working flat out as fast as we can. I apologize for any frustration or inconvenience this causes and everyone waiting for a reply has our heart felt sympathies in regards to any delays that may arise.
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Solstice Project
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Posted - 2011.07.05 19:55:00 -
[6]
*hugs the GM* :)
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SpaceshipLottery
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Posted - 2011.07.05 19:57:00 -
[7]
Hey, what about my POS's shields flying from 50% to 100% from DT to DT isnt that important as monocles?
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doommann christensen
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Posted - 2011.07.05 19:57:00 -
[8]
oh a gm appeared! Thanks for the reply never opened a petition before, so didn't know how long it would take!
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Jason1138
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Posted - 2011.07.05 19:58:00 -
[9]
i've had one go 2 weeks with no answer before. i think my average over the last 2 years has been about 5 days for a first response
one of the reasons why the petition system here is totally worthless. you'll have forgotten all about whatever the issue is by the time they answer you, at least half the time
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Lady Spank
Amarr
Trillionaire High-Rollers Suicidal Bassoon Orkesta
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Posted - 2011.07.05 20:00:00 -
[10]
Originally by: SpaceshipLottery
Hey, what about my POS's shields flying from 50% to 100% from DT to DT isnt that important as monocles?
Are you complaining about your POS shields recharging?
~~~
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GM Homonoia
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Posted - 2011.07.05 20:01:00 -
[11]
Originally by: SpaceshipLottery
Hey, what about my POS's shields flying from 50% to 100% from DT to DT isnt that important as monocles?
We use a first come first serve principle (somewhat depending on category) for all filed petitions. We do not discriminate (neither positive nor negative) the singularly bespectacled in any way.
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GM Renril
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Posted - 2011.07.05 20:08:00 -
[12]
Originally by: Prince Kobol
Yes.
I opened a petition on the 29/06 and it was only solved a few hours ago.
Have to say a BIG THANKYOU to GM Renril.
It might of taken a while but thanks to you it was well worth the wait :)
You are most welcome and I apologize for the delay as well due to the size of our queues.
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Nak hak
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Posted - 2011.07.05 20:15:00 -
[13]
Yes. They not a +A operation( ). On a scale of 1 to 5( 5 being best.) how would rate CCP petition response time?
Best Regards.
Nak hak, The Self-Righteous |
Ogre tech II
V0LTA
VOLTA Corp
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Posted - 2011.07.05 20:28:00 -
[14]
well tbh i have been waiting over 1 week since my account was suspended with no reason, and with me replying i still havent had a reply 1+ week..
for me ccp have always been way behind on petition answering since 04, im ready to shut off bout 4 accounts i have had enough.
u can all have my stuff... and yea i'm very mad 
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Ammzi
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Posted - 2011.07.05 21:11:00 -
[15]
Originally by: Ogre tech II
well tbh i have been waiting over 1 week since my account was suspended with no reason, and with me replying i still havent had a reply 1+ week..
for me ccp have always been way behind on petition answering since 04, im ready to shut off bout 4 accounts i have had enough.
u can all have my stuff... and yea i'm very mad
oh, please contract to this toon then :) Cheers mate !
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Riza Tok Snappu
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Posted - 2011.07.06 10:43:00 -
[16]
Originally by: Ogre tech II
well tbh i have been waiting over 1 week since my account was suspended with no reason, and with me replying i still havent had a reply 1+ week..
for me ccp have always been way behind on petition answering since 04, im ready to shut off bout 4 accounts i have had enough.
u can all have my stuff... and yea i'm very mad
I would also like some stuff, please. Thank you! 
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Kalle Demos
Amarr
Helix Protocol
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Posted - 2011.07.06 10:54:00 -
[17]
All my petitions usually get answered in 30 mins which is good I guess, the downside is CCP are inconsistent, you get one GM fix the problem then 10 mins later another GM pops up and says they cant fix the problem and it would be impossible to do so.
I really do hope CCP read the feedback on petitions
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LETS POST ON CAOD GANG! |
Alpine 69
Rubbish Superheroes
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Posted - 2011.07.06 11:25:00 -
[18]
Massive respect for using "the singularly bespectacled".
Founder of the SongsforstuffV initiative. Will write and sing songs for stuff. |
Ospie
The Python Cartel.
The Defenders of Pen Island
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Posted - 2011.07.06 12:03:00 -
[19]
Heh, I've had radically different response times & quality. Have had to wait over a month for an issue with payment on one account (time was counting down in account management but I could not log in because my account had apparently expired), around that period had to wait 3 weeks for my other account where there was some discrepancy between paypal and CCP.
On the flip side just recently my bio had been reported and removed, I petitioned for the none offensive bit to be replaced, which to my surprise was done (with an apology even) within 10 minutes.
The majority of my petitions have been answered answered between 3-7 days though.
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Cashcow Golden Goose
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Posted - 2011.07.06 12:20:00 -
[20]
homonoia?
What is that? An irrational deep seated worry that homosexuals are out to get you?
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Jose Black
Amarr
Royal Amarr Institute
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Posted - 2011.07.06 12:30:00 -
[21]
It very much depends on the type of the petition.
Stuck, Running Missions issues for example get a rather fast response (personally had response times within minutes). When filing a reimbursement petition don't expect to hear from it sooner than before two weeks.
This does however not mean it'd be a good idea to just file the petition in a fast category no matter what it is. If I was dealing with them I'd decide between just deleting and moving to the correct category based on daily mood. Actually I'm not even sure if they can be moved at all.
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Amberlamps
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Posted - 2011.07.06 12:36:00 -
[22]
Originally by: Cashcow Golden Goose
homonoia?
What is that? An irrational deep seated worry that homosexuals are out to get you?
Very funny but no.
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Smoking Blunts
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Posted - 2011.07.06 12:43:00 -
[23]
anything less than a week is good from my experiance. if its a pos mod thats bugged, ammo suck cant unanchour and the rest, file a stuck petition.
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younameit002
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Posted - 2011.07.06 12:49:00 -
[24]
I filed one petition via mail(cuz my accounts were banned)at 19/6 and still no reply
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GM Homonoia
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Posted - 2011.07.06 13:50:00 -
[25]
There have been several people in here that mentioned wildly differing reply times. This is because we work with several different queue categories. We work on a first come first serve principle, but this principle is applied per queue category (since we have different GMs with different specialties working on different queues). The queues are roughly divided into the following categories:
- Stuck (high priority/time sensitive game related issues)
- Game (other game related stuff, like questions and reimbursement)
- Billing (billing/account issues)
- Technical (technical support and software/hardware issues)
Each queue has its own pool of resources and its own reply times. In 2010 the average Stuck reply time was 13 minutes. Reply times on the other queues is very dependent on the situation, but on average the Game queue takes the longest where Billing gets a slightly higher priority then the others (since we are talking about people's real money here).
Note1: If a petition is filed in the wrong category (for example someone trying to jump the queue by filing it into Stuck), we simply move it to the correct category. The original file time for the petition is always used to determine when it is handled, so it does not matter if it is moved to a different queue.
Note2: We have several subcategories and a few special queues that are used for specific types of cases or training purposes, but the four queues mentioned above is what is important.
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GM Homonoia
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Posted - 2011.07.06 16:22:00 -
[26]
Originally by: younameit002
I filed one petition via mail(cuz my accounts were banned)at 19/6 and still no reply
Took a bit to reply to this one as I had to make sure that what I am saying here is me speaking the truth instead of me sucking something out of my thumb that I only think is true. Now that I have confirmation:
Email petitions do not end up in the four queues I described immediately. Since they are coming from an email you, as a player, cannot file it in a category and thus our system doe snot know immediately where it belong. Email petitions are sorted through very regularly (at least once per day, but usually much more often) and then filed into the correct category.
A note on email petitions: These are perfectly fine when you have an issue accessing an account and have no other means of contacting us (although our website also provide a way to file a petition). However, when you do have access to an EVE client I highly advise you to file it from the client. When filed from the client it is not just sorted into the proper category immediately, the investigation itself may also cost a lot less time. For example, when you file it from the client a GM can see what character you filed it from. This saves a GM a lot of search work and, often, this also saves us having to reply to you with more questions. For example: We often get email petitions where people have an issue with a character, but never specify which character. Then we have to ask that player which character the petition is about. This back and forth takes a lot of time, especially if the player in question is not able to answer these questions on short notice (because they do not have one of these awesome smart phones that I personally use so that work can bother me even in my free time).
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Merphesh
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Posted - 2011.07.06 16:38:00 -
[27]
Edited by: Merphesh on 06/07/2011 16:38:43
Well Gm get ready for a shed load of petitions because of the server crash. Probably take you 1 month to get through this new lot generated today. I would like my 14 fighters back as well please when you get time.
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younameit002
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Posted - 2011.07.06 16:41:00 -
[28]
Edited by: younameit002 on 06/07/2011 16:43:21
Edited by: younameit002 on 06/07/2011 16:41:58
Originally by: GM Homonoia
Originally by: younameit002
I filed one petition via mail(cuz my accounts were banned)at 19/6 and still no reply
Took a bit to reply to this one as I had to make sure that what I am saying here is me speaking the truth instead of me sucking something out of my thumb that I only think is true. Now that I have confirmation:
Email petitions do not end up in the four queues I described immediately. Since they are coming from an email you, as a player, cannot file it in a category and thus our system doe snot know immediately where it belong. Email petitions are sorted through very regularly (at least once per day, but usually much more often) and then filed into the correct category.
A note on email petitions: These are perfectly fine when you have an issue accessing an account and have no other means of contacting us (although our website also provide a way to file a petition). However, when you do have access to an EVE client I highly advise you to file it from the client. When filed from the client it is not just sorted into the proper category immediately, the investigation itself may also cost a lot less time. For example, when you file it from the client a GM can see what character you filed it from. This saves a GM a lot of search work and, often, this also saves us having to reply to you with more questions. For example: We often get email petitions where people have an issue with a character, but never specify which character. Then we have to ask that player which character the petition is about. This back and forth takes a lot of time, especially if the player in question is not able to answer these questions on short notice (because they do not have one of these awesome smart phones that I personally use so that work can bother me even in my free time).
Thanks for replying so patiently.I'll follow the advise next time.Though this time my 2 main accounts related to one email address was banned so I lost access to them and unable to file a petition under the prop category(It's not very convincing to say I'm the owner of this account as that one since they share different email address),I thought it wont be confusing file a petition via that email address.
Anyway,I'll keep waiting.
Thanks again.
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GM Homonoia
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Posted - 2011.07.06 16:43:00 -
[29]
Originally by: younameit002
Originally by: GM Homonoia
Originally by: younameit002
I filed one petition via mail(cuz my accounts were banned)at 19/6 and still no reply
Took a bit to reply to this one as I had to make sure that what I am saying here is me speaking the truth instead of me sucking something out of my thumb that I only think is true. Now that I have confirmation:
Email petitions do not end up in the four queues I described immediately. Since they are coming from an email you, as a player, cannot file it in a category and thus our system doe snot know immediately where it belong. Email petitions are sorted through very regularly (at least once per day, but usually much more often) and then filed into the correct category.
A note on email petitions: These are perfectly fine when you have an issue accessing an account and have no other means of contacting us (although our website also provide a way to file a petition). However, when you do have access to an EVE client I highly advise you to file it from the client. When filed from the client it is not just sorted into the proper category immediately, the investigation itself may also cost a lot less time. For example, when you file it from the client a GM can see what character you filed it from. This saves a GM a lot of search work and, often, this also saves us having to reply to you with more questions. For example: We often get email petitions where people have an issue with a character, but never specify which character. Then we have to ask that player which character the petition is about. This back and forth takes a lot of time, especially if the player in question is not able to answer these questions on short notice (because they do not have one of these awesome smart phones that I personally use so that work can bother me even in my free time).
Thanks for replying so patiently.I'll follow the advise next time.Though this time all my accounts related to one email address was banned so I lost access to all of my accounts(It's not very convincing to say I'm the owner of this account as that one since they share different email address),I thought it wont be confusing file a petition via that email address.
Anyway,I'll keep waiting.
Thanks again.
In your specific case that was the correct thing to do. I cannot comment on the petition, of course, as that needs to go through the petition system (In fact, I have not seen the petition and it is unlikely that I will be the one dealing with this; whatever I write here is without any knowledge of any specific case as I cannot comment on specific cases anyway).
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Borun Tal
Minmatar
Just Abide
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Posted - 2011.07.06 16:46:00 -
[30]
Don't be hard on the GMs... It takes time to cut-and-paste those standard replies!! 
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