GM Homonoia
Game Masters
C C P Alliance
652
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Posted - 2012.06.01 12:34:00 -
[1] - Quote
First, let me reiterate a post I made in another thread:
GM Homonoia wrote:Let me apologize for the petition reply times at the moment. Currently we are working under a very heavy load and we are hiring aggressively to compensate for this. Current wait times (as of this message) are as follows:
Oldest petition without a reply in Billing: 2012.05.31 18:41:00
Oldest petition without a reply in Game Play: 2012.05.24 15:21:00
Oldest petition without a reply in Technical:2012.05.29 15:11:00
Number of petitions awaiting a GM answer in Billing: 130
Number of petitions awaiting a GM answer in Game Play: 1646
Number of petitions awaiting a GM answer in Technical: 177
Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases.
Cpt Lox wrote:But i could ask why do i need to wait a week or 2 for simple copy - paste, while it can be done in seconds ???"
This has to do with the sheer amount of petitions in our queues. Once we get to a petition we can usually investigate and send out a reply inside 15 minutes. The waiting times mostly come from the fact that there are 1500 petitions in front of you; we work under a first come, first serve principle (per queue type).
Cpt Lox wrote:And another petition went to one of GMs, and another week or two waiting, but thats not a problem. The problem lies in answer, as again i received exactly same answer for reinbursment petition, very standard one.
Do we use standard replies? Yes, we do. We simply have to due to the sheer amount of petitions we deal with on a daily basis. On top of that, a large amount of petitions deal with the same subjects and simply require the same explanation; typing these out time and again, dozens of times each day is simply impractical and a waste of time.
HOWEVER, even when a standard reply is used a GM should ALWAYS make sure that it does, actually, answer the question and is relevant to your case. This often means that part of a reply is a standard reply, but it should have added information that explains more about the details pertaining to your case. If this is not the case, please feel encouraged to ask for more details. Do note that we can never quote our logs directly (that is considered a security risk to our servers) and that we may not be able to "provide hard proof" due to this.
Senior GM Homonoia | Info Group | Senior Game Master |