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Hensley Jones
School of Applied Knowledge
Caldari State
1
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Posted - 2016.01.21 19:36:54 -
[1] - Quote
I submitted a ticket 14 days ago hoping to have an issue I had with the game addressed. I updated the ticket 3 days ago. I still have not received a response. How long should I be waiting? |
Bumblefck
Kerensky Initiatives
10354
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Posted - 2016.01.21 19:54:09 -
[2] - Quote
Hensley Jones wrote:How long should I be waiting?
Until you ragequit in anger and (soon) send me your SP and stuff before you go 
E: just keep waiting 
Got a HoleySheet1 corpse? I'll buy it for 200m!
Bumble's Space Log
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Hensley Jones
School of Applied Knowledge
Caldari State
1
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Posted - 2016.01.21 19:58:46 -
[3] - Quote
lol
So is 2 weeks not atypical?
Bumblefck wrote:Hensley Jones wrote:How long should I be waiting? Until you ragequit in anger and (soon) send me your SP and stuff before you go E: just keep waiting |
Bumblefck
Kerensky Initiatives
10354
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Posted - 2016.01.21 20:00:52 -
[4] - Quote
I waited about two months for an answer on something, and the petition was closed. They then sent a follow up copy and paste response, so go figure...
IBTL
Got a HoleySheet1 corpse? I'll buy it for 200m!
Bumble's Space Log
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Divine Entervention
Bridge Four
812
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Posted - 2016.01.21 20:06:28 -
[5] - Quote
You might want to consider upping your charisma attribute a few points.
The support staff helps those they like faster than those they don't know/dislike. |
Legion Masser
Rage-Machine
58
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Posted - 2016.01.21 20:11:14 -
[6] - Quote
I too waited approx 16 days for a Reply - Unfortunately, they have recently been getting bombarded with a ton of support tickets ............ so they say 
Don't worry, you should be happy with the compensation
Thank you CCP for finally answering my ticket and solving my issue. I know it was certainly hard to read through my 15 days of diabolical angry ranting  updated twice a day lol but I am happy with the result.
GÿóGÿóGÿóGÿóGÿóGÿóGÿó- Your Anger is a Gift -GÿóGÿóGÿóGÿóGÿóGÿóGÿó Do you even Titan? GÿóGÿóGÿó Potato GÿóGÿóGÿóLemonGÿóGÿóGÿó
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Vortexo VonBrenner
Tadakastu-Obata Corporation
The Honda Accord
2245
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Posted - 2016.01.21 20:16:37 -
[7] - Quote
CCP support rightly prioritizes support tickets by the issue involved. I've had a "stuck-in-game" issue ticket answered and resolved in about 15 minutes, and a "hey-my-spacething-didn't-appear-after-downtime" ticket take weeks to get answered. Triage.
ARE YOU NOT ENTERTAINED?
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Hensley Jones
School of Applied Knowledge
Caldari State
1
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Posted - 2016.01.21 20:19:35 -
[8] - Quote
Ok thanks, now I know what to expect. |
Neuntausend
GoonWaffe
Goonswarm Federation
528
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Posted - 2016.01.21 20:31:40 -
[9] - Quote
When you ask how long you should wait, I'd like to know what you think the alternatives are. I do not think there's a lot you can do besides waiting. :) |
Hensley Jones
School of Applied Knowledge
Caldari State
1
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Posted - 2016.01.21 20:35:00 -
[10] - Quote
Nothing.
I just wasn't sure if 2 weeks was normal. I don't mind waiting, as long as I know what to expect. My petition didn't concern any kind of emergency, so if they're swamped and are dealing with more important issues that's fine. I just wanted to know.
Now that I know 2 weeks for something minor isn't unusual I won't be frustrated while waiting.
Neuntausend wrote:When you ask how long you should wait, I'd like to know what you think the alternatives are. I do not think there's a lot you can do besides waiting. :)
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DaReaper
Net 7
2738
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Posted - 2016.01.21 20:41:45 -
[11] - Quote
1) it depend son what the ticket is for, some take longer then others.
2) updating your own ticket puts you at the BACK of the queue. Stop doing that, it doesn;t help.
3) patience. if its account issue then you most likly put it under the wrong catigory, if its ship replacement it can take up to a month. STOP UPDATING YOUR TICKET.
IB4L.
OMG Comet Mining idea!!! Comet Mining!
Yes i am optimistic about eve.. i'm giving it till dec 31st 2016 before i doom n gloom
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Sobaan Tali
Caldari Quick Reaction Force
790
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Posted - 2016.01.21 20:51:56 -
[12] - Quote
You know that phrase you keep hearing when someone suspects CCP is messing with loot tables of complex sites when they turn up garbage more often than normal? Random is random?
Well, same thing, kind of. Sometimes CCP takes a bit to respond to petitions and bug reports. Sometimes they are fortunately fast and seemingly "on the ball", as it were. Sometimes, they are, well, busy. Frustrating and it sucks, I know, but send them the reports and petitions anyways. They'll get to it when they can. Maybe the line you happen to be in at that time is just very long.
"Tomahawks?"
"----in' A, right?"
"Trouble is, those things cost like a million and a half each."
"----, you pay me half that and I'll hump in some c4 and blow the ---- out of it my own damn self."
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Tipa Riot
Federal Navy Academy
Gallente Federation
2122
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Posted - 2016.01.21 22:23:57 -
[13] - Quote
Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ... 
I'm my own NPC alt.
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Tiddle Jr
Brutor Tribe
Minmatar Republic
708
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Posted - 2016.01.21 22:47:15 -
[14] - Quote
do it like that |
Doc Fury
Furious Enterprises
8095
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Posted - 2016.01.21 23:04:43 -
[15] - Quote
Tipa Riot wrote:Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ...
Keep living the dream grasshopper...
It's not strange, that's how a lot of support ticket system work.
Gÿ+
Skill Trading - A bold and desperate move to wring more cash from a diminishing playerbase..
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DaReaper
Net 7
2739
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Posted - 2016.01.21 23:50:43 -
[16] - Quote
Tipa Riot wrote:Maybe showing the current load / estimated waiting time on the site would help ... didn't know that updates to your own ticket are harmful. That's strange actually ...
it changes the time stamp. so knocks it out of queue is what i understand. Make a ticket, subbmit and wait. ccp will ask for more info after they reply.
OMG Comet Mining idea!!! Comet Mining!
Yes i am optimistic about eve.. i'm giving it till dec 31st 2016 before i doom n gloom
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Memphis Baas
977
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Posted - 2016.01.22 00:26:50 -
[17] - Quote
Two weeks is about average; they may respond to you tomorrow. They usually respond faster to payment, harassment, or can't-log-in tickets, and slower to minor tickets such as questions about the game features or w/e.
Typically, the response that you do get is to the point, and usually fixes the issue; you shouldn't see automated replies or encyclopedia cut/paste. |
Hal Morsh
Hmmzor.
494
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Posted - 2016.01.22 01:10:28 -
[18] - Quote
Man glad I can get my oppinion in because it's not locked. THe dude above bumblefk *whatever he's named* I have had petitions with CCP. They do converse to figure out the issue. I've asked silly questions and gotten a response....
Not supposed to do this but.
INNER ZONE SHIPPING IMICUS HAS VANISHED.
GM Spinder wrote:Hal Morsh wrote: I noticed my inner zone shipping imicus is no longer in my assets. It's not a huge issue I would just like to know where it went. I can easily get another for 1.5 mill, it's just an issue of "where it went" as if I either misplaced it or it poofed. Hi there, Could you perhaps clarify where you last recall seeing the ship in your possession and when this was? We performed an extensive search on your character since the beginning of 2015 with no results. Best regards, GM Spider CCP Customer Support | EVE Online | DUST 514
GM Spinder wrote:Hal Morsh wrote: Thinking about it I might have forgotten it inside a pos while in "Digital Alchemist" or "The Witch's Hammer". in which case it's been destroyed sold or is sitting in the POS owners station hangar. As they took down the pos's at some point. Thank you for the update. If you wish, we can see whether the ship was left in a control tower at some point, however we will need an approximate time frame of when this may have been. Best regards, GM Spider CCP Customer Support | EVE Online | DUST 514
Now you tell me that's bad support, and get eaten by the forums.
Dun'Gal > Hal is simply an imperfect ai, though if drunkeness ever gets programmed into ai's I foresee both a hilarious and tragic end to humanity.
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Thorian Baalnorn
Bad Influence
I N G L O R I O U S
23
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Posted - 2016.01.22 03:39:57 -
[19] - Quote
Hal Morsh wrote:Man glad I can get my oppinion in because it's not locked. THe dude above bumblefk *whatever he's named* I have had petitions with CCP. They do converse to figure out the issue. I've asked silly questions and gotten a response.... Not supposed to do this but. INNER ZONE SHIPPING IMICUS HAS VANISHED. GM Spinder wrote:Hal Morsh wrote: I noticed my inner zone shipping imicus is no longer in my assets. It's not a huge issue I would just like to know where it went. I can easily get another for 1.5 mill, it's just an issue of "where it went" as if I either misplaced it or it poofed. Hi there, Could you perhaps clarify where you last recall seeing the ship in your possession and when this was? We performed an extensive search on your character since the beginning of 2015 with no results. Best regards, GM Spider CCP Customer Support | EVE Online | DUST 514 GM Spinder wrote:Hal Morsh wrote: Thinking about it I might have forgotten it inside a pos while in "Digital Alchemist" or "The Witch's Hammer". in which case it's been destroyed sold or is sitting in the POS owners station hangar. As they took down the pos's at some point. Thank you for the update. If you wish, we can see whether the ship was left in a control tower at some point, however we will need an approximate time frame of when this may have been. Best regards, GM Spider CCP Customer Support | EVE Online | DUST 514 Now you tell me that's bad support, and get eaten by the forums.
Thats actually really good support because honestly its not their place to keep track of where you leave your ships lol. As someone said it depends on the type of ticket. The bigger the issue the faster it will be looked at...other wise people with important issues would have to wait for hal to get done sending CCP on a treasure hunt.
Some people think support is bad here. But out of all the MMOs ive played CCP has the best customer service by far. In one recent MMO i played recently someone had a stuck feature thats kind of important to game play. It would be equal to a eve pilot having all the fittings stuck on his ship so he couldnt switch fittings or even put them online. In this game, the player submitted 5 tickets over 6 months trying to get something besides auto reply. He then went further and spammed the forums with it for another 2 weeks and finally someone looked into...
And sadly thats commonly what support is like in most games.
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Hal Morsh
Hmmzor.
494
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Posted - 2016.01.22 04:05:14 -
[20] - Quote
It's like that company for mobile "gameloft", they make great gameplay for mobile games, even with the whole "microtransaction" thing going on, the bad part is they are TERRIBLE with bugs. I literally quit playing them and concider the company the EA games of mobile because of it. If it isn't crashing it's just bugging the hell out.
The racing game they have has been out for a long while, problem is steerings been broken since the second update. I notified them, they acknowledged with a request for details, but even with details and probably a year later it's still broken.
Then there is that dungeon hunter 5. I enjoyed the quick hack and slash bit, but the rigged "enemy player" AI is just plain stupid to deal with. It uses another players gearset to defend their dungeon. Problem being it gets unlimited dodges, is invulnrable for the entire movement of the dodge (unlike the player who is never invulrable during a dodge) and can also choose for your attack to "miss" if not flat out ignore it's existence.
Then there were the menu bugs, the having to log off and log back on to collect stronghold cash, not being able to view your guild because every second it would twitch back to the top and not respond to you at all for more seconds.
That is just the tip of the iceberg on that can of worms, I'm glad we have CCP. If EVE crashed every 20 minutes, it wouldn't exist.
Dun'Gal > Hal is simply an imperfect ai, though if drunkeness ever gets programmed into ai's I foresee both a hilarious and tragic end to humanity.
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Avvy
Republic University
Minmatar Republic
282
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Posted - 2016.01.22 04:28:16 -
[21] - Quote
Thorian Baalnorn wrote:
Some people think support is bad here. But out of all the MMOs ive played CCP has the best customer service by far.
That's not an easy thing say, players will have a different experience of customer support.
In this MMO, I've had a mixed bag of support.
So although the support here can be a bit slow, I wouldn't say it's terrible, but I have had better support in other MMO's.
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ISD Buldath
isd star
317
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Posted - 2016.01.22 04:44:22 -
[22] - Quote
Hey There,
Sorry to hear about the delay in your ticket. Tickets Are Prioritized based on Severity And The order they are filed. Recently the GM team has been swamped with Extra tickets, especially after patch days, and they have a bit of a back log. Rest assured YOUR ticket will be Reviewed and investigated. Please note that some matters take extra time to research, investigate and follow through upon, depending on the nature of the Help ticket.
Filing secondary, or More tickets of the same issue DOES NOT fix the issue, as it only adds more workload and sticks them at the back of the line all over again.
As this answers your question, and in an effort to Avoid Trolling or bating Members of ISD/CCP Staff, I will go ahead and close this.
~ISD Buldath
Interstellar Services Department
Support, Training and Resources Division
Lt. Commander
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