Pages: 1 [2] 3 :: one page |
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Author |
Thread Statistics | Show CCP posts - 14 post(s) |
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GM Homonoia
Game Masters C C P Alliance
794
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Posted - 2012.06.20 14:33:00 -
[31] - Quote
A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.
Game Play - 902 Billing - 128 Technical - 39
The rest is spread across languages and special investigations. Senior GM Homonoia | Info Group | Senior Game Master |
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Cosmos Troy
Solaris Technologies STEEL BROTHERHOOD
3
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Posted - 2012.06.20 19:01:00 -
[32] - Quote
GM Homonoia wrote:A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.
Game Play - 902 Billing - 128 Technical - 39
The rest is spread across languages and special investigations.
Sweet god!
Whats the least amount you've ever had? lol |
Deep Trip
Senex Legio Get Off My Lawn
0
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Posted - 2012.06.20 21:37:00 -
[33] - Quote
One would think there would be more billing petitions in regards to the gift default being changed from Pax Amar to +2 implants.
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GM Homonoia
Game Masters C C P Alliance
795
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Posted - 2012.06.21 11:09:00 -
[34] - Quote
Cosmos Troy wrote:GM Homonoia wrote:A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.
Game Play - 902 Billing - 128 Technical - 39
The rest is spread across languages and special investigations. Sweet god! Whats the least amount you've ever had? lol
We have had the queue at zero a few times. Senior GM Homonoia | Info Group | Senior Game Master |
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Rip Marley
Brutor Tribe Minmatar Republic
0
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Posted - 2012.06.21 19:53:00 -
[35] - Quote
GM Homonoia wrote:
We have had the queue at zero a few times.
I wish it was there now. I can't play the game until my petition gets answered. |
Valdamerca
Brutor Tribe Minmatar Republic
0
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Posted - 2012.06.22 12:07:00 -
[36] - Quote
Same situation here since Monday ... |
Shameless Avenger
Federal Navy Academy Gallente Federation
73
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Posted - 2012.06.24 17:37:00 -
[37] - Quote
This is indeed a good idea. Many business have these systems. There should be some studies on the Internets about how much happier customers are when they know what the queue status is.
This will not eliminate the angry customers that account-shared and are now whining about their accounts being hacked. But at least it helps with PR when the acct-sharer posts "I haven't had answer in 2 weeks"... then people see the queue counter and reply "longer unanswered petition is 3 days so this is troll & bs".
I home more poeple like this here on the forums so you could have virtual support to promote the idea to higher ups and get the web team to implement a shiny counter.
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X1376
4S Corporation RAZOR Alliance
0
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Posted - 2012.06.25 11:33:00 -
[38] - Quote
I have a question, if it is not secret stuff.
I noticed some games have top priority to answer as quick as possible newly open ticket and if issue persist they put it into slow queue where it hangs till its time comes. So optically for 90% of issues they get very quick response, but once it gets complicated, it can take days.
Others games just process tickets all same as they come.
What system is used in EVE? |
Valdamerca
Brutor Tribe Minmatar Republic
0
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Posted - 2012.06.25 12:17:00 -
[39] - Quote
Over a week since I cannot access my main account \o/ Wonder if I`ll get a answer this month ... or recover lost skill time :)) |
Rakshasa Taisab
Sane Industries Inc.
813
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Posted - 2012.06.25 13:13:00 -
[40] - Quote
Abdiel Kavash wrote:GM Homonoia wrote:2012.06.04 Oldest petition without a reply in Billing: 2012.06.01 17:14 Oldest petition without a reply in Game Play: 2012.05.24 23:18 Oldest petition without a reply in Technical: 2012.05.29 15:11 Oldest petition without a reply in German: 2012.05.30 09:57 Oldest petition without a reply in Russian: 2012.06.02 12:22 Oldest petition without a reply in Japanese: 2012.06.04 07:23 Number of petitions awaiting a GM answer in Billing: 393 Number of petitions awaiting a GM answer in Game Play: 2460 Number of petitions awaiting a GM answer in Technical: 265 Number of petitions awaiting a GM answer in German: 270 Number of petitions awaiting a GM answer in Russian: 250 Number of petitions awaiting a GM answer in Japanese: 2 If you want a quick reply to your petition, write it in Japanese. Heh, I knew it would come in handy some day. 84,000 AUR ($420) spent on NeX store for Troll and Profit. |
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GM Homonoia
Game Masters C C P Alliance
815
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Posted - 2012.06.25 13:39:00 -
[41] - Quote
X1376 wrote:I have a question, if it is not secret stuff.
I noticed some games have top priority to answer as quick as possible newly open ticket and if issue persist they put it into slow queue where it hangs till its time comes. So optically for 90% of issues they get very quick response, but once it gets complicated, it can take days.
Others games just process tickets all same as they come.
What system is used in EVE?
We use both. We screen for time sensitive issues, issues from trials (as their account shuts down in mere days and thus cannot wait) and certain issues that we know we can handle in mere seconds. Those we get to quickly (usually within 15 minutes or so). Then we screen for billing issues and they are handled in a separate billing queue, which has a much higher response rate than most other queues (we are dealing with other people's real life money after all). The rest is simply sorted by specialty and our GMs will get to those whenever they can. Senior GM Homonoia | Info Group | Senior Game Master |
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Graic Gabtar
The Lemon Party
313
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Posted - 2012.06.27 10:16:00 -
[42] - Quote
Two in the queue - still waiting. Unhappy with an ISD action? Do what you need to do forum wise - up to you. However, your alternative avenues to complain are: [email protected] | [email protected]-á| [email protected] It might seem pointless at the time but CCP need to at least take the time to read it - and time is money. |
Ratzovik Staklinch
First United Brotherhood
0
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Posted - 2012.07.02 01:08:00 -
[43] - Quote
got 2 in que, client crash resulted in session dump coruption... not worried about the time to respond now, as I'll have the patches reinstalled by the time anyone digs through the pile tomorrow.
Edit: nvermind appears to be a server side corruption... and it affects all my accounts with a fresh install and from any computer... DOH, you need more customer support reps... this sucks |
Saithe
Southern Cross Empire Flying Dangerous
15
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Posted - 2012.07.09 11:12:00 -
[44] - Quote
What are the average response times for some of these petition queues? |
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GM Homonoia
Game Masters C C P Alliance
817
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Posted - 2012.07.09 13:34:00 -
[45] - Quote
Saithe wrote:What are the average response times for some of these petition queues?
Statistics for 2010
These are still pretty accurate. Senior GM Homonoia | Info Group | Senior Game Master |
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Mallak Azaria
303
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Posted - 2012.07.12 11:41:00 -
[46] - Quote
What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. |
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GM Homonoia
Game Masters C C P Alliance
819
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Posted - 2012.07.12 11:51:00 -
[47] - Quote
Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question.
Zero Senior GM Homonoia | Info Group | Senior Game Master |
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Mallak Azaria
304
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Posted - 2012.07.12 12:17:00 -
[48] - Quote
GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero
Are you sure? I mean, really sure? Because I can prove you wrong.
Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"? |
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GM Homonoia
Game Masters C C P Alliance
819
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Posted - 2012.07.12 14:55:00 -
[49] - Quote
Mallak Azaria wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Are you sure? I mean, really sure? Because I can prove you wrong. Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"?
It should be zero, but mistakes can be made. Do note that after a GM responds a petition will automatically close within 7 days if a player does not respond. However, if the GM asks a player to wait on GM action, the petition can be flagged by us to not time out. If that happens anyway the GM in question made a mistake (GMs are human, after all), but this should be the exception. This is never done on purpose. Senior GM Homonoia | Info Group | Senior Game Master |
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Graic Gabtar
The Lemon Party
345
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Posted - 2012.07.14 13:33:00 -
[50] - Quote
GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Interesting, as no-one responded to mine once I proved conclusively that the CCP person in question was 100% wrong.
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Corina Jarr
Spazzoid Enterprises Purpose Built
1039
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Posted - 2012.07.14 14:08:00 -
[51] - Quote
Graic Gabtar wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Interesting, as no-one responded to mine once I proved conclusively that the CCP person in question was 100% wrong. Were you rude in the process?
Have you done something previously to make them not like you?
It may have been closed for reasons other than they didn't have an answer. |
VileDRKnight
The Scope Gallente Federation
0
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Posted - 2012.07.21 02:47:00 -
[52] - Quote
Any idea on the queue for account reimbursement issues? I had a freighters worth of items come up missing that i was going to use to plex my main account, don't have to much time left. |
Don Konstantino
Russian Thunder Squad Against ALL Authorities
0
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Posted - 2012.07.21 07:14:00 -
[53] - Quote
GM Homonoia wrote:Mallak Azaria wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Are you sure? I mean, really sure? Because I can prove you wrong. Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"? It should be zero, but mistakes can be made. Do note that after a GM responds a petition will automatically close within 7 days if a player does not respond. However, if the GM asks a player to wait on GM action, the petition can be flagged by us to not time out. If that happens anyway the GM in question made a mistake (GMs are human, after all), but this should be the exception. This is never done on purpose.
+1 to "Are you sure? I mean, really sure? Because I can prove you wrong."
I have an open petition. It was discussed with GM and everything was fine. But when everything was clear and we agreed with reimbursement. He just disappeared. And there is no answer to my petition any more within 1 MONTH!!! OMG!!! 1 MONTH with no response and no reimbursement. Is it really what i am paying for? |
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GM Homonoia
Game Masters C C P Alliance
823
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Posted - 2012.07.21 19:19:00 -
[54] - Quote
Don Konstantino wrote:GM Homonoia wrote:Mallak Azaria wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Are you sure? I mean, really sure? Because I can prove you wrong. Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"? It should be zero, but mistakes can be made. Do note that after a GM responds a petition will automatically close within 7 days if a player does not respond. However, if the GM asks a player to wait on GM action, the petition can be flagged by us to not time out. If that happens anyway the GM in question made a mistake (GMs are human, after all), but this should be the exception. This is never done on purpose. +1 to "Are you sure? I mean, really sure? Because I can prove you wrong." I have an open petition. It was discussed with GM and everything was fine. But when everything was clear and we agreed with reimbursement. He just disappeared. And there is no answer to my petition any more within 1 MONTH!!! OMG!!! 1 MONTH with no response and no reimbursement. Is it really what i am paying for?
You haven't filed a petition for a long time. There are definitely no open petitions nor were any closed recently regarding you or your alts. Senior GM Homonoia | Info Group | Senior Game Master |
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Don Konstantino
Russian Thunder Squad Against ALL Authorities
0
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Posted - 2012.07.22 06:13:00 -
[55] - Quote
GM Homonoia wrote:Don Konstantino wrote: +1 to "Are you sure? I mean, really sure? Because I can prove you wrong."
I have an open petition. It was discussed with GM and everything was fine. But when everything was clear and we agreed with reimbursement. He just disappeared. And there is no answer to my petition any more within 1 MONTH!!! OMG!!! 1 MONTH with no response and no reimbursement. Is it really what i am paying for?
You haven't filed a petition for a long time. There are definitely no open petitions nor were any closed recently regarding you or your alts.
i can provide you with link. It was opened using the form here https://support.eveonline.com/Pages/Petitions/CreatePetition.aspx And the petition is still opened.
So it is not associated with my alts but it is associated with the email which i use for eve. I can send you the petition url in private message if you want. I am not able to post the petition url here because it is not secured with a password. |
Aithne O'Caiside
University of Caille Gallente Federation
1
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Posted - 2012.07.22 11:08:00 -
[56] - Quote
Just one concern with the petition (and Billing) system. (this does relate to Support Ticket Queue and management, and this thread seemed the most relevant place to post it)
I just tried to sign up for the power of 2 deal, and for some reason the payment failed (it definitely wasn't insufficient funds), but your system still created the new account and immediately disabled it. I wasn't given the opportunity to retry my payment or recheck my payment information after the payment failure and before the account was created, and since it was created I cannot use the account to attempt the Power of 2 signup over again.
So I submitted a petition to try and fix this problem and the petition was filed and I was given a number. However, since this new account that was created has no characters on it since I was never given the chance to create one, I am unable to view the status of my petition to ensure, at the minimum, it was filed correctly.
Maybe what happened can be considered falling through the cracks in the system, but if someone has submitted a petition, there should be some way to view it that's not dependent on having a character attached to it. There isn't as far as I can see.
And as far as Billing, while I understand CCP is swamped with petitions and need to handle those on a first come first serve, I'm pretty disappointed that at the minimum there isn't a Online Agent who can handle specific types of Billing issues like the one I'm having. I may have to wait days without knowing for sure whether a charge will be attempted again on my card for something that could have been easily cleared up in minutes by chatting with a specialized agent that deals only in those types of issues.
At the minimum, if someone is allowed to create a petition then they should be allowed to track it, even if its not attached to a character, like in my case. |
Tolis Minor
Perkone Caldari State
0
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Posted - 2012.08.03 17:10:00 -
[57] - Quote
Same problem - open petition, attached to an email address rather than an account, and no answer for >14 days. Disappointing really considering how fast the CS used to be. |
Garreth Vlox
Sons Of 0din Dark Therapy
39
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Posted - 2012.08.05 02:14:00 -
[58] - Quote
Chokichi Ozuwara wrote:StudleyManiac wrote:This is pointless..... You really should be answering petitions instead of compiling worthless statistics. You must be a lot of fun at parties. Ill bet hes the guy yelling at the bar tender for a drink every 30 seconds and keeps wondering why the glass never seems to get filled all the way up. Like the guy right next to him who keeps his ******* mouth shut and waits his turn I've never had to wait more than 24 hours for a response now granted some of those responses were auto pilot copy paste wastes of my time, but at least they were fast enough for me to resubmit the petition and get a real answer within 48 hours of the original ticket.
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Pankas Carter
Viziam Amarr Empire
25
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Posted - 2012.08.08 01:59:00 -
[59] - Quote
Tolis Minor wrote:Same problem - open petition, attached to an email address rather than an account, and no answer for >14 days. Disappointing really considering how fast the CS used to be.
Hey, that's nothing. My company hires out it's helpdesk to locations that have annual flooding. Somehow, the managers get confused when everyone's late or absent around the same time every year... Adama: Starbuck, what do you hear? Starbuck: Nothing but the rain. Adama: Then grab your gun and bring in the cat. |
Amy Garzan
Northstar Cabal Fatal Ascension
8
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Posted - 2012.08.09 19:46:00 -
[60] - Quote
Can these stats be posted for bugs? |
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