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Sendra Rayne Minmatar Advocates of Sin	Posted - 2009.05.19 10:30:00 - [1] Is it me, or has the delay in getting petitions answered exceeding one week. Yes seven days. I know the DEVS are reading these forums. The question I pose to CCP is 'can you answer that player's petition in a timely manner before his account expires and he quits'? A week is a long time to wait for an answer. So what is the average waiting time for complaints to be answered by the MMOs that complete against Eve Online for customers. If you have a competitive MMO you play, then list the average wait time for an initial response to a complaint. Ikarium response time to complaint is an hour.
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 10:32:00 - [2] The problem with petitions is that the system is absolutely flooded with empty petitions that have absolutely no worth, like being bumped off a gate to get killed, or losing your ship when it was your (not you OP) fault. Very sorry that your petition does not get through. But maybe you'll tell us what your petition was about and maybe we can help (and considering General discussion, judge and prosecute ) ---- <Insert Wit>
Furb Killer Gallente	Posted - 2009.05.19 10:35:00 - [3] What kind of petition about what did you make? (You say you complained about something, which makes me think it was a really stupid petition, but please tell us what it was). Average waiting time for stuck/isk spam/similar petitions is about 5 minutes in eve...
Tippia Raddick Explorations Intrepid Crossing	Posted - 2009.05.19 10:36:00 - [4] Average length entirely depends on what kind of petition we're talking about. Some categories are answered and resolved within minutes; others will take weeks (and for good reason); and some take silly amounts of time because people spam useless petitions at the drop of a hat. ——— “If you're not willing to fight for what you have in ≡v≡… you don't deserve it, and you will lose it.” — Karath Piki
Sleepkevert Amarr Rionnag Alba Against ALL Authorities	Posted - 2009.05.19 10:39:00 - [5] If you'r talking about ikariam, there is no way to compare a browser game to a game like EVE. Game mechanics are a lot more difficult here, and with the amount of people flooding the petition queue, there is bound to be wait time since it takes a while to check out user stories and logs that don't show anything. It all depends on what catagory you filed your petition in really. That said, I agree that the current wait times are getting a bit insane. Maybe it's time to hire some new GM's? _ Add your own line!
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 10:42:00 - [6] Originally by: Sleepkevert If you'r talking about ikariam, there is no way to compare a browser game to a game like EVE. Game mechanics are a lot more difficult here, and with the amount of people flooding the petition queue, there is bound to be wait time since it takes a while to check out user stories and logs that don't show anything. It all depends on what catagory you filed your petition in really. That said, I agree that the current wait times are getting a bit insane. Maybe it's time to hire some new GM's? Or start filtering out petitions via keywords. ---- <Insert Wit>
Blane Xero Amarr The Firestorm Cartel	Posted - 2009.05.19 10:44:00 - [7] Edited by: Blane Xero on 19/05/2009 10:45:20 Please, do tell me which Non-Browser based MMOs, have a single sharded server with a Sandbox based experience, based in space and centred entirely around PvP, with a Self-Driving market economy. Else, if by Compete you meant "Co-Exist" please correct yourself. ___________________________________________ Haruhiist since December 2008 ^Third Times a Charm^
Digital Solaris	Posted - 2009.05.19 10:46:00 - [8] Edited by: Digital Solaris on 19/05/2009 10:46:52 Originally by: Blane Xero Edited by: Blane Xero on 19/05/2009 10:45:20 Please, do tell me which Non-Browser based MMOs, have a single sharded server with a Sandbox based experience, based in space and centred entirely around PvP, with a Self-Driving market economy. Else, if by Compete you meant "Co-Exist" please correct yourself. Second Life, or Fail at Life. Well, minus the pvp and space experience.
Sendra Rayne Minmatar Advocates of Sin	Posted - 2009.05.19 10:55:00 - [9] My personal petition was filed days ago and is valid not empty. Three or four of my accounts will expire before I expect to get an initial answer to my petition. I assume the wait is going to be at least a week. If they drag their feet, possibly the 4th one too which will end my Eve career. The first one expires in hours. I am in limbo because my Main was podkilled by Caldari Navy NPC trying to dock. Victim of an OLD BUG which has not be fixed. All I have to do now is start a new constructive thread, and search for a new MMO to start a paid subscription and play until my petition is FILTERED and then appealed. Let us limit this poll to the average wait time for a complaint concerning lost goods in a transaction (i.e. You DC during a trade and loose 1000 widges). I am interested in the wait for any MMO which is actively played. The example I have given in my initial openning statement is for lost goods. I will try to consolidate the poll into a table for all to examine.
Sendra Rayne Minmatar Advocates of Sin	Posted - 2009.05.19 10:59:00 - [10] Edited by: Sendra Rayne on 19/05/2009 11:01:32 Originally by: Sleepkevert If you'r talking about ikariam, there is no way to compare a browser game to a game like EVE. Game mechanics are a lot more difficult here, and with the amount of people flooding the petition queue, there is bound to be wait time since it takes a while to check out user stories and logs that don't show anything. It all depends on what catagory you filed your petition in really. That said, I agree that the current wait times are getting a bit insane. Maybe it's time to hire some new GM's? No Ikariam may not be as complex as Eve Online. But response time is not based on how complex a game is. I assume the time need for a GM in Ikariam and Eve Online to open and read a complaint to be equal. And the time need to research the facts to be equal. The poll is simple to establish what the wait times are, and then later we can debate the differences.
Sophia Truthspeaker Imperial Shipment	Posted - 2009.05.19 11:01:00 - [11] Can I have your stuff? Seriously though, the problem is, the reimbursement catergory. It sounds as if you will get reimbursed, the only problem is, before you are all the people complaining they lost their passviv tanked raven in a lvl 4, and that the npcs really shouldn't be able to kill them. Reimbursement have always taken longer than for example harrassment. I kinda like that. In wow for example, every kind of petition (perhaps except being stuck, haven't filled one of those yet) takes between one and three days. In eve stuff that is immediatly important gets solved first, stuff that can wait a bit (reimbursement for example) can take a while longer. _________ The truth is out there
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 11:01:00 - [12] No because there are so many variations and things one must look into to determine if the petition is valid. In your case you are asking for restoration of lost items to a bug, this will take some time cause they must look into their logs (insert log joke or lumberjack joke here) to see if you aren't just trying to get free implants. ---- <Insert Wit>
Blane Xero Amarr The Firestorm Cartel	Posted - 2009.05.19 11:04:00 - [13] Edited by: Blane Xero on 19/05/2009 11:06:42 Originally by: Sendra Rayne Edited by: Sendra Rayne on 19/05/2009 11:01:32 Originally by: Sleepkevert If you'r talking about ikariam, there is no way to compare a browser game to a game like EVE. Game mechanics are a lot more difficult here, and with the amount of people flooding the petition queue, there is bound to be wait time since it takes a while to check out user stories and logs that don't show anything. It all depends on what catagory you filed your petition in really. That said, I agree that the current wait times are getting a bit insane. Maybe it's time to hire some new GM's? No Ikariam may not be as complex as Eve Online. But response time is not based on how complex a game is. I assume the time need for a GM in Ikariam and Eve Online to open and read a complaint to be equal. And the time need to research the facts to be equal. The poll is simple to establish what the wait times are, and then later we can debate the differences. I have a funny feeling that Ikariam gets less than 1% of the same amount of petitions that Eve does. Thousands of people submit petitions every day, and often some re-submit the same petition numerous times and in the wrong sections. Then you have the people who petition the same thing on numerous accounts, and the people who re-open closed reimbursement petitions even when clearly told that their issue is non-reimbursable. Don't compare Sticks (Ikarium) to Forests (Eve). ___________________________________________ Haruhiist since December 2008 ^Third Times a Charm^
Misanth The Glenn Quagmire Finishing School for Young Ladies Eternal Rapture	Posted - 2009.05.19 11:13:00 - [14] Edited by: Misanth on 19/05/2009 11:13:31 In my first 3-3,5 years of EVE I never had a petition go further than two days. Recently tho, I had one on an alt that after two weeks still had no response, so I put a three week training and forgot about it. Next time I logged in I had a petition response, which I couldn't reply at since seven days had gone since the petition answer. Had they been slightly faster/slower I would've seen it. It would be a bit sensible to give us more than seven days to log in alts and check their petition replies, when it takes CCP 3-4 weeks to reply to the original petition. If they had been slightly. Has the customer service gotten worse? I dunno tbh. CCP's achilles heel always was their customer relation. They are horrible at communicating with customers, they often mis-read petitions as well as e-mail, and sometimes keep a bloody rotten attitude as well. That's balanced up somewhat by the fanfest, EVE TV (during tournaments only nowadays, but nice thing), and forum activity by devs. I'm on a crusade for having CCP stop wasting money on CSM and invest that in a customer relation dude that can teach them how to communicate with customers. Am pretty sure that's exactly what this game need. Game itself is great, but obviously CCP still manage to **** people off by poor behaviour. It's like if you buy a car you're damn happy with, but the service personal ignore or misunderstand you when it comes into service, and they would keep your car hostage for two weeks just change oil. - I'd tell you why but then I'll have to kill you. And to kill you I'd have to log in. And to log in I'd have to stop browsing these forums. Both you and me knows that'll never happen.
Sendra Rayne Minmatar Advocates of Sin	Posted - 2009.05.19 11:14:00 - [15] Originally by: Blane Xero Edited by: Blane Xero on 19/05/2009 11:06:42 Originally by: Sendra Rayne Edited by: Sendra Rayne on 19/05/2009 11:01:32 Originally by: Sleepkevert If you'r talking about ikariam, there is no way to compare a browser game to a game like EVE. Game mechanics are a lot more difficult here, and with the amount of people flooding the petition queue, there is bound to be wait time since it takes a while to check out user stories and logs that don't show anything. It all depends on what catagory you filed your petition in really. That said, I agree that the current wait times are getting a bit insane. Maybe it's time to hire some new GM's? No, we are comparing the costomer service response time of them all. WOW is listed at the top now. I am interested what the wait time are for Warhammer, etc.. No Ikariam may not be as complex as Eve Online. But response time is not based on how complex a game is. I assume the time need for a GM in Ikariam and Eve Online to open and read a complaint to be equal. And the time need to research the facts to be equal. The poll is simple to establish what the wait times are, and then later we can debate the differences. I have a funny feeling that Ikariam gets less than 1% of the same amount of petitions that Eve does. Thousands of people submit petitions every day, and often some re-submit the same petition numerous times and in the wrong sections. Then you have the people who petition the same thing on numerous accounts, and the people who re-open closed reimbursement petitions even when clearly told that their issue is non-reimbursable. Don't compare Sticks (Ikarium) to Forests (Eve).
Sendra Rayne Minmatar Advocates of Sin	Posted - 2009.05.19 11:16:00 - [16] Truncated. We are comparing all internet games which you pay a subscription for. WOW is now listed in the top. I am interest in what Wamhammer, etc.. are.
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 11:28:00 - [17] Originally by: Sendra Rayne Truncated. We are comparing all internet games which you pay a subscription for. WOW is now listed in the top. I am interest in what Wamhammer, etc.. are. If you mean you are wondering how their petition system is handled, why bother? Their game is broken beyond belief and just nagging will get them one step closer to Russian Roulette ---- <Insert Wit>
tradealt4tw	Posted - 2009.05.19 11:31:00 - [18] i think Sendra Rayne is prety cool girl she files petitions and doesnt afraid of anything
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 11:33:00 - [19] Originally by: tradealt4tw i think Sendra Rayne is prety cool girl. eh she files petitions and doesnt afraid of anything Fixed. ---- <Insert Wit>
Blane Xero Amarr The Firestorm Cartel	Posted - 2009.05.19 12:16:00 - [20] Edited by: Blane Xero on 19/05/2009 12:21:51 Originally by: Sendra Rayne Truncated. We are comparing all internet games which you pay a subscription for. WOW is now listed in the top. I am interest in what Wamhammer, etc.. are. WOW is Sharded and has (at peak times) Maybe 10% of the amount of people per shard that eve does. WOW Is also a completely different game, with different rules, policies and mechanics. In WOW, if you scam someone, its an open / shut "Temp ban" (No kidding here) at best for the scammer. The amount of people i've seen recommend petitioning scamming in eve is pathetic and is another reason the queues are so high. Also, Eve is bigger than warhammer and front what i've heard, warhammer "petitions / tickets" were pretty **** poor at best aswell. Now you've moved onto comparing Forests with Mountains. GG. EDIT: WoW also has a rather noticable EU/US split, Language-specific servers, and other things which accommodate the larger playerbase. Meaning GMs don't have to cross-translate as often (or are at least multilingual themselfs). With eve, its Everyone clumped together, with GM's (mostly) seeming to work during EU hours (Who woulda thought). ___________________________________________ Haruhiist since December 2008 ^Third Times a Charm^
Lucy Parsons	Posted - 2009.05.19 12:23:00 - [21] http://eve-online.ytmnd.com/
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 12:27:00 - [22] Originally by: Lucy Parsons http://eve-online.ytmnd.com/ Anyone who threatens to leave the game if their issue isn't fixed shouldn't be playing in the first place. End of story. ---- <Insert Wit>
Cypherous Minmatar Liberty Rogues Rally Against Evil	Posted - 2009.05.19 12:28:00 - [23] Originally by: Sendra Rayne My personal petition was filed days ago and is valid not empty. Three or four of my accounts will expire before I expect to get an initial answer to my petition. I assume the wait is going to be at least a week. If they drag their feet, possibly the 4th one too which will end my Eve career. The first one expires in hours. I am in limbo because my Main was podkilled by Caldari Navy NPC trying to dock. Victim of an OLD BUG which has not be fixed. All I have to do now is start a new constructive thread, and search for a new MMO to start a paid subscription and play until my petition is FILTERED and then appealed. Let us limit this poll to the average wait time for a complaint concerning lost goods in a transaction (i.e. You DC during a trade and loose 1000 widges). I am interested in the wait for any MMO which is actively played. The example I have given in my initial openning statement is for lost goods. I will try to consolidate the poll into a table for all to examine. Reimbursement petitions take the longest of all seeing as they have to actually check and recheck everything with server logs, don't expect a fast response to issues that don't stop you playing the game, if they reimburse they will just give you the ISK for the clone and replace the implants in whatever hangar you're currently in, so do what the rest of EVE do and carry on until its answered, problem solved.
Blane Xero Amarr The Firestorm Cartel	Posted - 2009.05.19 12:34:00 - [24] Originally by: Bestofworst Originally by: Lucy Parsons http://eve-online.ytmnd.com/ Anyone who threatens to leave the game if their issue isn't fixed shouldn't be playing in the first place. End of story. I dont agree with this or the OP's rage. It depends entirely on the severity of the issue, which in this case is being podded due to the age old "Docking as your ship blows up" bug. Loss of SP + Implants, plus any additional training time thereafter, and so forth. I wouldnt quit over this. Because i had an issue that involved something similar a while back. (Podded while in warp double u tee ef ^.^) And they reimbursed me, i didnt expect a reimbursement of implants, just the SP i lost. They didnt plug the implants in, they dropped them at the hanger i last docked at, which was handy as i had already replaced the implants. I believe this petition took about 4-7 days, Sure i was naffed the first two that i couldnt fly the ship i was previously due to an SP loss, but still, River - > Cried. Bridge - > Built. Bridge - > Walked over. (And unfortunatly Trolls - > moved in). So i burned the bridge ^.^ ___________________________________________ Haruhiist since December 2008 ^Third Times a Charm^
Marko Riva Caldari Kneb Corp Ghosts of the Hallowed Sword	Posted - 2009.05.19 12:36:00 - [25] Playing Vanguard atm while my skills are training up. Yes that completely flopped MMO that sucked so hard at launch and is now part of Sony; the people who fail to understand (niche) marekting. Yet the game is fantastic these days and the customer support is... brilliant! Had an issue with a character bound item, got a reply within a few hours telling me I had to follow certain steps and then they'd be able to help me. I did that, updated the petition, had lunch, came back 30 minutes later and they had already replied again and solved the issue. Their whole stance was friendly and positive trhoughout the whole deal. Here in EVE I sent a few bug reports regarding the storyline missions (naming issues, inconsistencies). Those took WEEKS to even get a reply on, 1 I still don't have a reply on. Mind you, it doesn't affect my gameplay but there sure seems to be a difference in time taken and interaction with customers.
Blane Xero Amarr The Firestorm Cartel	Posted - 2009.05.19 12:45:00 - [26] Originally by: Marko Riva Playing Vanguard atm while my skills are training up. Yes that completely flopped MMO that sucked so hard at launch and is now part of Sony; the people who fail to understand (niche) marekting. Yet the game is fantastic these days and the customer support is... brilliant! Had an issue with a character bound item, got a reply within a few hours telling me I had to follow certain steps and then they'd be able to help me. I did that, updated the petition, had lunch, came back 30 minutes later and they had already replied again and solved the issue. Their whole stance was friendly and positive trhoughout the whole deal. Here in EVE I sent a few bug reports regarding the storyline missions (naming issues, inconsistencies). Those took WEEKS to even get a reply on, 1 I still don't have a reply on. Mind you, it doesn't affect my gameplay but there sure seems to be a difference in time taken and interaction with customers. Please tell me you did not report bugs with the Petition system, there is a Bug Report system for that. If you used the petition system i'll cry tears of merciless pain. ___________________________________________ Haruhiist since December 2008 ^Third Times a Charm^
Marko Riva Caldari Kneb Corp Ghosts of the Hallowed Sword	Posted - 2009.05.19 12:48:00 - [27] Edited by: Marko Riva on 19/05/2009 12:48:50 I'm new, not stupid :) Used the bug reporting link on this website (after being told so by corpmates).
Sleepkevert Amarr Rionnag Alba Against ALL Authorities	Posted - 2009.05.19 12:53:00 - [28] Edited by: Sleepkevert on 19/05/2009 12:54:33 Originally by: Marko Riva Those took WEEKS to even get a reply on, 1 I still don't have a reply on. /me eyes his website bug report about the forum post anchors from 2008.09.25 that still hasn't been fixed... Pretty low priority bug anyway, it's just a pita linking to certain posts in topics that are locked... _ Add your own line!
Bestofworst Gallente Double Eagle Enterprises	Posted - 2009.05.19 13:00:00 - [29] Originally by: Blane Xero Originally by: Bestofworst Originally by: Lucy Parsons http://eve-online.ytmnd.com/ Anyone who threatens to leave the game if their issue isn't fixed shouldn't be playing in the first place. End of story. I dont agree with this or the OP's rage. It depends entirely on the severity of the issue, which in this case is being podded due to the age old "Docking as your ship blows up" bug. Loss of SP + Implants, plus any additional training time thereafter, and so forth. I wouldnt quit over this. Because i had an issue that involved something similar a while back. (Podded while in warp double u tee ef ^.^) And they reimbursed me, i didnt expect a reimbursement of implants, just the SP i lost. They didnt plug the implants in, they dropped them at the hanger i last docked at, which was handy as i had already replaced the implants. I believe this petition took about 4-7 days, Sure i was naffed the first two that i couldnt fly the ship i was previously due to an SP loss, but still, River - > Cried. Bridge - > Built. Bridge - > Walked over. (And unfortunatly Trolls - > moved in). So i burned the bridge ^.^ We can go all day about different variables, but the fact of the matter is that MMO's will have bugs, glitches and mistakes will happen. And it may take some time for the petition to be answered. If you are not prepared to wait, if you are not prepaired to understand how MMO's are, then you should reconsider some things. Obviously I won't say you don't have the right to be a little ticked that it has taken so long, but don't threaten CCP, that will not get it answered faster, and you only look like a fool doing it. ---- <Insert Wit>
fityone cents Caldari Provisions	Posted - 2009.05.19 13:20:00 - [30] Originally by: Sendra Rayne My personal petition was filed days ago and is valid not empty. Three or four of my accounts will expire before I expect to get an initial answer to my petition. I assume the wait is going to be at least a week. If they drag their feet, possibly the 4th one too which will end my Eve career. The first one expires in hours. I am in limbo because my Main was podkilled by Caldari Navy NPC trying to dock. Victim of an OLD BUG which has not be fixed. All I have to do now is start a new constructive thread, and search for a new MMO to start a paid subscription and play until my petition is FILTERED and then appealed. Let us limit this poll to the average wait time for a complaint concerning lost goods in a transaction (i.e. You DC during a trade and loose 1000 widges). I am interested in the wait for any MMO which is actively played. The example I have given in my initial openning statement is for lost goods. I will try to consolidate the poll into a table for all to examine. You could do that and wonder why eve is picking on you and not as responsive as you feel it should be. You have a petition filed in a very busy category - and one that will by it's nature require not only the spawning of new ingame items to resolve. The spawning of items requires the petition - verification of the items claimed and routing to personnel that have the ability to spawn the items. The questions I have is how long was it before you made your first '***** about this post' from the time you made the petition? how many threads have you created about this in different forum areas? Do you really believe what your momma told you that the world revolves around you? The answer is that quality takes time - it will be researched/documented/resolved but it takes time to do a job right.
Professor Perplex	Posted - 2009.05.19 13:30:00 - [31] i think you picked the worst time to lose an item :) we have the majorly messed up patch that went in. a massive cap fight in e-7 with severe node issues which i m sure most pilots have petitioned. i have had all my petitions answered in a very reasonable time frame but you have to account for spikes like the ones they are probably seeing right now. there would be no point to hire more people if they would sit around doing nothing for the remainder of the year. sucks, yes but i think the situation is quite out of the ordinary.
Professor Perplex	Posted - 2009.05.19 13:35:00 - [32] Originally by: Sendra Rayne Truncated. We are comparing all internet games which you pay a subscription for. WOW is now listed in the top. I am interest in what Wamhammer, etc.. are. warhammer was terrible in terms of petitions. i m still getting responses to a petition that i filed months ago and i m not even subbed anymore :D initial response time was always a couple of hours but i think that was just because they had some script running that would send you an ingame mail that they were sorry they didnt catch you online. this mail was always sent immediately when you had just logged off. coincidence? i think not :D
Jmanis Catharg Caldari Deep Core Mining Inc.	Posted - 2009.05.19 13:35:00 - [33] Edited by: Jmanis Catharg on 19/05/2009 13:36:32 Quote: No Ikariam may not be as complex as Eve Online. But response time is not based on how complex a game is. I assume the time need for a GM in Ikariam and Eve Online to open and read a complaint to be equal. And the time need to research the facts to be equal. The poll is simple to establish what the wait times are, and then later we can debate the differences. I'm sorry. I was reading this topic and then I hit this. I just couldn't resist the software developer in me screaming "GET A GOD DAMNED CLUE!". Support for a free browser game is so freaking simple it's not funny. --- Originally by: CCP Mitnal I went to the forums for special powers and all I got was a dancing padlock and a banhammer.
Dar Khron	Posted - 2009.07.26 04:39:00 - [34] 7 DAYS! are you freakin kidding me? Theres like 12 ppl that play this game. Honestly 7 days!? WOW I could get a response in game within an hour and they have 9 million subs! I got an answer from a real person in warhammer within minutes. I dont know what happened to my other account. But it logged me off and told me my pass was incorrect. After too many frustrated re-tries it bans me. So ok it says go to customer service. Which guess what? Seems you cant get to on website when your account is banned. Good thing I have a second account. I like this game and was very curious why thier amount of subs was so low. Now I think Im begining to figure it out. After 7 days I hope my fee will reflect the days i was unable to play. Somehow I doubt it will.

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