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Thread Statistics | Show CCP posts - 8 post(s) |
Sketchy Maricadie
A-OK Logistics and Fabrication StoneGuard Alliance
1
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Posted - 2011.12.11 22:09:00 -
[1] - Quote
Hey All Was just curious if anyone else is getting exceptionally long petition time replies. I opened one on 12.8.11 and have had no reply yet. Im guessing the long wait time is cause of the expansion, but still almost 4 days to reply to a petition seem kind of long. |
Rykuss
Center for Advanced Studies Gallente Federation
17
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Posted - 2011.12.11 22:13:00 -
[2] - Quote
Did you try all caps and words like "destroyed" in the subject line? Can I have your vindicator? |
Sketchy Maricadie
A-OK Logistics and Fabrication StoneGuard Alliance
1
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Posted - 2011.12.11 22:17:00 -
[3] - Quote
Rykuss wrote:Did you try all caps and words like "destroyed" in the subject line?
lol no i did not, i figured that not everyone working for CCP requires such attention. |
RubyPorto
Profoundly Disturbed RED.Legion
117
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Posted - 2011.12.12 00:41:00 -
[4] - Quote
Sketchy Maricadie wrote:Rykuss wrote:Did you try all caps and words like "destroyed" in the subject line? lol no i did not, i figured that not everyone working for CCP requires such attention.
I was under the impression that mentioning Kugut and sumen, along with some toon names of CCP DEVs and GMs was the way to go. |
Lors Dornick
Kallisti Industries
85
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Posted - 2011.12.12 00:51:00 -
[5] - Quote
Sketchy Maricadie wrote:Hey All Was just curious if anyone else is getting exceptionally long petition time replies. I opened one on 12.8.11 and have had no reply yet. Im guessing the long wait time is cause of the expansion, but still almost 4 days to reply to a petition seem kind of long.
Lead GM wrote in a different thread that did had one heck of a pile stacking up right now (ie, post Crucible).
Looking at the patch/expansion, the pcu's, the CCP activities in game (post office hours), signs of a significant resub rate of bitter-vets and other stuff I guess that you'll find a reason behind the slow response on petitions.
I personally think that the bright side of this is that they're swamped because we players actually care again ;)
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Lola Humpsalot
Federal Navy Academy Gallente Federation
7
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Posted - 2011.12.12 02:43:00 -
[6] - Quote
You're probably not buying enough PLEX... |
DarkAegix
Acetech Systems
529
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Posted - 2011.12.12 02:59:00 -
[7] - Quote
CCP are probably swamped with petitions regarding the PI tax change. |
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GM Homonoia
Game Masters C C P Alliance
203
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Posted - 2011.12.12 03:48:00 -
[8] - Quote
We apologize for the amount of time that might pass before we get to a petition at the moment. Crucible has resulted in a lot more activity and our petition queues are busy in the extreme. Game masters are working working round the clock to get every petition answered as quickly as possible, but at the moment we are experiencing significant delays.
I am not at the office right now, so I cannot provide any hard numbers, but about 8 hours ago there were 4800 petitions in our queues that are awaiting an answer from a GM.
If I have the time and more accurate numbers when I get into the office I shall update this thread with some more details.
We are working as hard as we can and we apologize for any delays. GM Homonoia | Info Group | Game Master |
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DelBoy Trades
Enslave. GIANTSBANE.
84
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Posted - 2011.12.12 04:00:00 -
[9] - Quote
I'd go with the standard "0mfg fix this $hit now or im so g0nna unsub all my 24 acoonts and get my frends 2 leaf 2" I hear taking this tone with GM's has the highest success rate, after all, who doesn't like being threatened? Damn nature, you scary! |
RubyPorto
Profoundly Disturbed RED.Legion
120
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Posted - 2011.12.12 06:01:00 -
[10] - Quote
GM Homonoia wrote: I am not at the office right now, so I cannot provide any hard numbers, but about 8 hours ago there were 4800 petitions in our queues that are awaiting an answer from a GM.
Holy +ô+Å-ç-¿nú++Ä+ô+Ä+ì-¦GÇPGÇíGǦn¼üGé¼ |
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rodyas
Tie Fighters Inc
55
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Posted - 2011.12.12 07:10:00 -
[11] - Quote
That long petition queue definetly tempted my darker side. Wanted to send a petition and see if it would become the straw that broke the camels back. |
AkJon Ferguson
JC Ferguson and Son Ltd Ferguson Alliance
70
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Posted - 2011.12.12 07:38:00 -
[12] - Quote
I find that if you never file petitions you don't have to worry too much about the petition queue.
I think I've filed about 7 in 3 years across 5 accounts. (I was once scammed on the character bazaar and that's the kind of petition they need to prioritize until they get their **** together and make the process completely secure.)
It'd be nice if those of us who don't abuse the process got priority. But in my experience, the petition answerers at CCP are good guys, though they should probably say no a little more often than they do. |
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GM Homonoia
Game Masters C C P Alliance
206
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Posted - 2011.12.12 09:17:00 -
[13] - Quote
Alright, I am at the office now. Here are some numbers (this is a snapshot at the time of me writing this):
Total number of petitions awaiting an answer: 5011 Total number of petitions awaiting an answer in the Game Play queue: 3618 Oldest petition without a reply in the Game Play queue was filed at: 2011.12.02 03:52 Total number of petitions awaiting an answer in the Billing queue: 381 Oldest petition without a reply in the Billing queue was filed at: 2011.12.09 00:13
These are the 2 most important queues, however we do have a few more specialized queues (for example: technical, Russian, German, etc) and there may be petitions that were filed before the dates mentioned above, especially if these require intensive investigation (like hacking cases or account disputes). GM Homonoia | Info Group | Game Master |
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Scatim Helicon
GoonWaffe Goonswarm Federation
146
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Posted - 2011.12.12 09:49:00 -
[14] - Quote
Interesting numbers. How do they compare with typical figures? |
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GM Homonoia
Game Masters C C P Alliance
208
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Posted - 2011.12.12 09:58:00 -
[15] - Quote
Scatim Helicon wrote:Interesting numbers. How do they compare with typical figures?
We normally keep the queues just below 1500 and get a first reply out to petition in between 12 and 30 hours or so. Weekends tend to take a little longer as we have fewer people on shift. GM Homonoia | Info Group | Game Master |
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Majuan Shuo
Sons Of 0din
10
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Posted - 2011.12.12 10:08:00 -
[16] - Quote
crucible? ha i had petitions go on for months and MONTHS without any response - long before this expac :-P "I believe the Winter expansion needs to be a huge success, and so they are giving us ice cream, and cake, and ice cream cake, and pizza, and hookers, and blow, and pizza. Any and everything they think players want and they can do by winter, they will stuff into this expansion." |
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GM Homonoia
Game Masters C C P Alliance
208
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Posted - 2011.12.12 10:19:00 -
[17] - Quote
Majuan Shuo wrote:crucible? ha i had petitions go on for months and MONTHS without any response - long before this expac :-P
I cannot remember us ever having a petition that did not receive a reply inside a month (unless you were a very bad boy indeed). GM Homonoia | Info Group | Game Master |
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Stonecold Steve
I N E X T R E M I S
11
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Posted - 2011.12.12 10:57:00 -
[18] - Quote
GM Homonoia wrote:Majuan Shuo wrote:crucible? ha i had petitions go on for months and MONTHS without any response - long before this expac :-P I cannot remember us ever having a petition that did not receive a reply inside a month (unless you were a very bad boy indeed).
Not to bust your christmas balls but ive had petitions that took over a month.
I dont find it very bad that at these busy times that timer can run up a bit say 120% / 150%, but 300% is quite a feet :-) GÇ£Quod licet Iovi non licet boviGÇ¥- Gods may do what cattle may not. "Amat victoria curam"- Victory favours those who take pains. |
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GM Homonoia
Game Masters C C P Alliance
208
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Posted - 2011.12.12 11:13:00 -
[19] - Quote
Stonecold Steve wrote:GM Homonoia wrote:Majuan Shuo wrote:crucible? ha i had petitions go on for months and MONTHS without any response - long before this expac :-P I cannot remember us ever having a petition that did not receive a reply inside a month (unless you were a very bad boy indeed). Not to bust your christmas balls but ive had petitions that took over a month. I dont find it very bad that at these busy times that timer can run up a bit say 120% / 150%, but 300% is quite a feet :-)
Some take a month to resolve. But a month before you receive your first response is very rare. GM Homonoia | Info Group | Game Master |
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Daneb Christofph
Red Fleet Corp RED.OverLord
0
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Posted - 2011.12.12 11:25:00 -
[20] - Quote
In Russian section I asked a few questions about the work of GMs. The most important of these is "How to get an attention from the Lead GM"? But CCP Spitfire lost in space. Where's he, please? |
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Hiryu Jin
noXCorp Ninja Unicorns with Huge Horns
11
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Posted - 2011.12.12 12:04:00 -
[21] - Quote
How can it take that long to copy/paste generic 'f-off/ nothing in logs' reply? :D
This is sort of a troll/suggestion/bitterness - maybe you should have GM's that have actually played Eve (and not just carebears). So they know game mechanics and whatnot. I remember my first Nyx loss, the GM was telling me that a carrier was tackling me from 70km with a warp scrambler. I think it took like a week of back-and-forth petition tag for me to explain how that was not possible. |
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GM Homonoia
Game Masters C C P Alliance
208
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Posted - 2011.12.12 13:15:00 -
[22] - Quote
Hiryu Jin wrote:How can it take that long to copy/paste generic 'f-off/ nothing in logs' reply? :D
This is sort of a troll/suggestion/bitterness - maybe you should have GM's that have actually played Eve (and not just carebears). So they know game mechanics and whatnot. I remember my first Nyx loss, the GM was telling me that a carrier was tackling me from 70km with a warp scrambler. I think it took like a week of back-and-forth petition tag for me to explain how that was not possible.
Some GMs have more experience than others. Personally I have been playing since January 2006 and I have been involved in almost every level of the game.
As for how it can take that long, there are two possible reason:
1. We are simply dealing with a staggering amount of petitions (as we are right now) and it simply takes a long time to get to it. On average, once we get to a petition it should not take more than 15 minutes to investigate and formulate a reply.
2. The case is genuinely very complex. These cases take up a very small percentage of our queues and are usually handled separately and often by specialized GMs.
In all, a long wait time almost always has to do with the fact that we are experiencing a high load in the sheer number of petitions filed. GM Homonoia | Info Group | Game Master |
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Hiryu Jin
noXCorp Ninja Unicorns with Huge Horns
11
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Posted - 2011.12.12 14:22:00 -
[23] - Quote
GM Homonoia wrote:
Some GMs have more experience than others. Personally I have been playing since January 2006 and I have been involved in almost every level of the game.
As for how it can take that long, there are two possible reason:
1. We are simply dealing with a staggering amount of petitions (as we are right now) and it simply takes a long time to get to it. On average, once we get to a petition it should not take more than 15 minutes to investigate and formulate a reply.
2. The case is genuinely very complex. These cases take up a very small percentage of our queues and are usually handled separately and often by specialized GMs.
In all, a long wait time almost always has to do with the fact that we are experiencing a high load in the sheer number of petitions filed.
I understand that there are 'busy' times when there's more activity. What i'm saying, is it seems the general first level GM may not really know that much about the game. Creating a sort of time vacuum, sucking up valuable time and resources on cases that are fairly simple. The more complex issues, will of course require more attention, but that attention would be more expedient, if the entire GM pool wasn't going back and forth with another person on a simple matter. |
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GM Homonoia
Game Masters C C P Alliance
208
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Posted - 2011.12.12 14:37:00 -
[24] - Quote
Hiryu Jin wrote:GM Homonoia wrote:
Some GMs have more experience than others. Personally I have been playing since January 2006 and I have been involved in almost every level of the game.
As for how it can take that long, there are two possible reason:
1. We are simply dealing with a staggering amount of petitions (as we are right now) and it simply takes a long time to get to it. On average, once we get to a petition it should not take more than 15 minutes to investigate and formulate a reply.
2. The case is genuinely very complex. These cases take up a very small percentage of our queues and are usually handled separately and often by specialized GMs.
In all, a long wait time almost always has to do with the fact that we are experiencing a high load in the sheer number of petitions filed.
I understand that there are 'busy' times when there's more activity. What i'm saying, is it seems the general first level GM may not really know that much about the game. Creating a sort of time vacuum, sucking up valuable time and resources on cases that are fairly simple. The more complex issues, will of course require more attention, but that attention would be more expedient, if the entire GM pool wasn't going back and forth with another person on a simple matter.
Most GMs have quite a bit of experience within EVE and we tend to hire experienced players. However, mistakes are made every now and then, especially considering the scope of EVE. Most players are very specialized in 1 or 2 fields. A GM needs to know all fields. We hire experienced players and then spent significant time and resources on training. However, there is no person alive and breathing that has a full understanding about EVE, especially when you need to make a judgement call using imperfect information to begin with (we cannot see what you saw on your screen). Of course, GMs are also human, so cringing, facepalm worthy mistakes are made as well. GM Homonoia | Info Group | Game Master |
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Lors Dornick
Kallisti Industries
86
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Posted - 2011.12.12 15:16:00 -
[25] - Quote
GM Homonoia wrote: Most GMs have quite a bit of experience within EVE and we tend to hire experienced players. However, mistakes are made every now and then, especially considering the scope of EVE. Most players are very specialized in 1 or 2 fields. A GM needs to know all fields. We hire experienced players and then spent significant time and resources on training. However, there is no person alive and breathing that has a full understanding about EVE, especially when you need to make a judgement call using imperfect information to begin with (we cannot see what you saw on your screen). Of course, GMs are also human, so cringing, facepalm worthy mistakes are made as well.
There's good things within all bad news.
Users petion and complain because we care about our game.
The GM's workload is currently through the roof due to users actually bothering to complain, and not (mainly) due to bad or broken code or features.
And besides, piles of work, threads on the forums and extra hours needed can all be used when arguing with management for better pay and/or more people ;)
Fight the stacks of work knowing that's it's our normal way of telling you that we care ;)
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GM Homonoia
Game Masters C C P Alliance
209
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Posted - 2011.12.12 15:18:00 -
[26] - Quote
Lors Dornick wrote:GM Homonoia wrote: Most GMs have quite a bit of experience within EVE and we tend to hire experienced players. However, mistakes are made every now and then, especially considering the scope of EVE. Most players are very specialized in 1 or 2 fields. A GM needs to know all fields. We hire experienced players and then spent significant time and resources on training. However, there is no person alive and breathing that has a full understanding about EVE, especially when you need to make a judgement call using imperfect information to begin with (we cannot see what you saw on your screen). Of course, GMs are also human, so cringing, facepalm worthy mistakes are made as well.
There's good things within all bad news. Users petion and complain because we care about our game. The GM's workload is currently through the roof due to users actually bothering to complain, and not (mainly) due to bad or broken code or features. And besides, piles of work, threads on the forums and extra hours needed can all be used when arguing with management for better pay and/or more people ;) Fight the stacks of work knowing that's it's our normal way of telling you that we care ;)
That we do. While a GMs life is extremely busy right now, we are quite happy with the work as it shows you guys care and are becoming active again. Activity on TQ has gone up dramatically and that is good news for all involved.
GM Homonoia | Info Group | Game Master |
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Rhastafan
Cadre Assault Force Initiative Mercenaries
16
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Posted - 2012.02.01 06:06:00 -
[27] - Quote
I have a potential ISK duping issue with a couple contracts, I had submitted a petition for Market/Contracts - would it get attention faster if I resubbed the petition under gameplay? Or should I just cancel the contracts and if the ISK dupes let the GM deal with it when they get around to it? I also filed a bug report for it. |
Othran
Brutor Tribe Minmatar Republic
163
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Posted - 2012.02.01 08:30:00 -
[28] - Quote
Rhastafan wrote:I have a potential ISK duping issue with a couple contracts, I had submitted a petition for Market/Contracts - would it get attention faster if I resubbed the petition under gameplay? Or should I just cancel the contracts and if the ISK dupes let the GM deal with it when they get around to it? I also filed a bug report for it.
I'd have filed it under exploits as you think you've discovered one. |
Rel'k Bloodlor
Mecha Enterprises Fleet Villore Accords
119
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Posted - 2012.02.01 09:10:00 -
[29] - Quote
CCP's petetion/customer service is pretty bad, has to be in the bottom 50% of online games. The fastest response I have ever gotten was for my x-mas gift one they were "swamped" The rest of the time its been long waits. Starting the first dialogue off with multiple questions. Witch is a big no no in that line of work.(I should know it's mine and most of the people I knows job) Changing CS reps on you with no notice and then them asking the same questions agen......
They should just out source it. The fact that it's in house makes my expectations as high as it is for the game. Then you get sub Banglore service. I am in Factional Warfare. Have been from day one.-á-áI will never work for a mega corp in null-sec. Do not make FW like null-sec.-áMake FW worth our time. Reword us for what we already do.Give us some more activities to do. |
Dowla Daupor
4
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Posted - 2012.02.01 11:27:00 -
[30] - Quote
By reading the below sentence you agree to it's terms.
If you are a GM and you read this you must reply to my petition today. |
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