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Thread Statistics | Show CCP posts - 3 post(s) |
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GM Homonoia
Game Masters C C P Alliance
527
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Posted - 2012.04.17 09:41:00 -
[1] - Quote
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. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
527
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Posted - 2012.04.17 09:52:00 -
[2] - Quote
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. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
527
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Posted - 2012.04.17 10:02:00 -
[3] - Quote
malaire wrote:Vaal Erit wrote:What do you attribute this surge of petitions to? Banned bots and RMT accounts?
These are handled in their own, special little corner. They do impact waiting times somewhat, but not overly so. At the moment we have about 200 petitions that would fall into those categories. The biggest queue right now is the Game Play queue (2384 petitions requiring a GM reply) and these petitions range anywhere from reimbursement to game play questions and anything else you can think of that is game related. Senior GM Homonoia | Info Group | Senior Game Master |
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