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Petitions --- service team reaching new lows?

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annoing Amarr MisFunk Inc. Frontline.	Posted - 2007.08.22 23:56:00 - [1] Well here goes: I made my first petition (for my current problem but this isnt the first time this has happened) over 3 days ago. It was ignored (as usual) for 24hrs+ . Now I dont expect miracles and some things take time, I understand this. But even that bunch can manage a reciept of the petition so you at least KNOW that someone has had a look. However this isnt the first one thats been ignored or even simply overlooked. A petition i made a while ago was answered after 6 days with a "we are hoping this has sorted itself out by now, please contact us if it hasnt".. what kind of reply is that? (btw it hadnt, I just gave up hope, self destructed the ship in question and took the 50mil loss) So I made a new one, and this has been ignored also for more than 24 hours. But joys of joys. We now have a new 'rating' service to show our displeasure. So therein I write a nice little diatribe of my opinions of this woeful service, press the 'update' button and it dissapears. Maybe its been stored I think. So I check and it hasnt. The rating service isnt working, somewhat like the petition service as a whole. Also, the funny part has to be this; when you open petitions the splash is "getting help is easy" and you have 2 options, make a petition or join the help channel "for a more personalised service"!! Except of course, the help channel is nothing of the kind. The MOTD in the channel tells you that there is no Gm to help you so dont ask So anyone else experiencing the lack of service I have had recently? Is this a new low for a famously poor team of under-achievers? YES this is a whine and yes its a moan and no I dont want any fanbois posting. I dont want excuses I want answers. This is a company that fails to unserstand customer service to any degree. Discuss:
Kazuma Saruwatari	Posted - 2007.08.22 23:58:00 - [2] Provided I never even have had to petition anything cept to report of rabid isk sellers in local, I'm at a loss as to what to post to help you in this case. You could send in another petition and request it to be elevated to a senior GM... - NPC Vendetta system, Local rehash, Probe decoys
Hanrasen Nia	Posted - 2007.08.22 23:59:00 - [3] "YES this is a whine and yes its a moan and no I dont want any fanbois posting. I dont want excuses I want answers. This is a company that fails to unserstand customer service to any degree." you should put that bit first so every knows to not bothering reading your post.
Tortun Nahme Minmatar Heimatar Services Conglomerate	Posted - 2007.08.23 00:01:00 - [4] I concur your "problem" is obviously not a high priority one, suck it up and wait like the rest of us, and be **ed off at the people filing nuisance petetions slowing them down Why there should be a breathalyzer to login to Eve-Forums: Quote:** Smacking my own alt in a nerf-thread while drunk, he was irritating a Hauler full of tech II n00bs, Oops.
Sleepkevert Paradox v2.0 Interstellar Alcohol Conglomerate	Posted - 2007.08.23 00:04:00 - [5] Originally by: annoing A petition i made a while ago was answered after 6 days with a "we are hoping this has sorted itself out by now, please contact us if it hasnt".. what kind of reply is that? Damn, i used to have a high standard for the EVE pettition people, sorting out hundreds of whines a day. But this... It should not have come this far. Either they should hire more people to cope with the amount of petitions (favorable) or just give up the whole petition system. Originally by: annoing Also, the funny part has to be this; when you open petitions the splash is "getting help is easy" and you have 2 options, make a petition or join the help channel "for a more personalised service"!! Except of course, the help channel is nothing of the kind. The MOTD in the channel tells you that there is no Gm to help you so dont ask Funny thing is, normally there isn't even a moderator in there, so if you want to swear, curse, ISK spam, whatever, there is your way to go (Oh, and the rookie channel is the same, CCP, please take a look at this. For a teen rated game where everything is censored to ****, the help channels are just disgusting) Hope your issues get resolved soon, and i surely hope that you are the only one experiencing them, else CCP has a lot of work ahead in the next couple of months... Sign my sig!
annoing Amarr MisFunk Inc. Frontline.	Posted - 2007.08.23 00:13:00 - [6] Originally by: Tortun Nahme I concur your "problem" is obviously not a high priority one, suck it up and wait like the rest of us, and be **ed off at the people filing nuisance petetions slowing them down Didnt say it was a high priority, but as you are blind and didnt read what I had written, let me remind you: Quote:** But even that bunch can manage a reciept of the petition so you at least KNOW that someone has had a look Not a hard thing in itself to achieve. A receipt of acknowledgement of your problem, be it big or small would help people feel better about the whole situation. But as I said, this is a team of under achievers who understand NOTHING of the concept of customer service
baaaaal	Posted - 2007.08.23 00:16:00 - [7] i had some wierd double billing issue switching from ETC back to credit card, i got billed the usual monthly fee and some 9.99$ reactivation fee the petition took around 4 days even though billing issues are suposed to be pretty high priority if not the highest, i did however get the 14.99 refunded and the month subscription for 9.99
Alloures	Posted - 2007.08.23 00:20:00 - [8] Oh no! Not over 24 hours! Quick, call the UN and have Iceland tried for human rights violations. Having to wait over one day is CLEARLY torture. I hope to god you can make it through this tough tough time without too much emotional scarring. My heart goes out to you, and I hope you can get over it to whine in the future as well.
Daelorn State War Academy	Posted - 2007.08.23 00:24:00 - [9] Originally by: Alloures Oh no! Not over 24 hours! Quick, call the UN and have Iceland tried for human rights violations. Having to wait over one day is CLEARLY torture. I hope to god you can make it through this tough tough time without too much emotional scarring. My heart goes out to you, and I hope you can get over it to whine in the future as well. Hah, everyone expects things to be done for them right away, because clearly they are the most important person in the world. »»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»»
Xtreem Gallente Naughty 40 Triumvirate.	Posted - 2007.08.23 00:27:00 - [10] my buddie has a petition thats been open over 9 days with just one reply from a gm, this is being escalated, and its for a 1bil + loss :) gotta sting!
Shoukei Boobs Ahoy	Posted - 2007.08.23 00:27:00 - [11] i say, all forms of petitions aside from stuck/billing/harassment ones should be removed. here be signatures!
Elmicker The Phoenix Rising FreeFall Securities	Posted - 2007.08.23 00:31:00 - [12] I escalated a petition more than 2 weeks ago. Since i recieved the message "Are you sure you wish to escalate? Be aware there may be a 1-2 day delay.." there's been not a peep from my petition. It's fairly annoying too, as its over a stack of missing skillpoints, even a "We've got your petition, but need time to look into it" would have been nice.
Tarminic Black Flame Industries	Posted - 2007.08.23 00:35:00 - [13] Originally by: annoing YES this is a whine and yes its a moan and no I dont want any fanbois posting. I dont want excuses I want answers. This is a company that fails to unserstand customer service to any degree. Discuss: Wait, so do you not want excuses or do you want discussion? Also, saying in advance that this is a whine and a moan and that you don't want any "fanbois" posting (e.g. opposing viewpoints), I'm disinclined to respond favorably to your request. Also, if you think CCP has poor customer service, you should play a game by SOE. ------------ Whiners - Unite! \| Posting and You Tarminic - Forum Warfare Specialist.
Synical Light Amarr Eve University Ivy League	Posted - 2007.08.23 01:41:00 - [14] Originally by: Daelorn Edited by: Daelorn on 23/08/2007 00:24:59 Originally by: Alloures Oh no! Not over 24 hours! Quick, call the UN and have Iceland tried for human rights violations. Having to wait over one day is CLEARLY torture. I hope to god you can make it through this tough tough time without too much emotional scarring. My heart goes out to you, and I hope you can get over it to whine in the future as well. Hah, everyone expects things to be done for them right away, because clearly they are the most important person in the world. But to the OP, quit, really just quit A whole 24 hrs? Yeah your right, someone get Kofi on the phone! I mean seriously dude, get over it. Your not the most important person in the world, in fact far from it. For example, there can be over 25k people on TQ at any one time, and maybe 10% of them file a petition = 2.5k Now there may be what? 200 GM's on at the most? Some will be doing other things instead of hearing about peoples problems. Some problems may be advanced (Corp fraud) or they might simply be new players saying that they can't find their ship (well they often cant....) Again I remind you, your not the most important person in the world or playing EVE, and there is always someone worse of than you. --------------------------- --------------------------- Dumbledore returned from the dead and declared it hammertime, harry proceeded to break it down and Voldemort can't touch him.
RtoZ	Posted - 2007.08.23 01:55:00 - [15] Petitions take time, and if you have a spike of occurances for whatever problem plagued the game it can take longer than average. Average is around 3 days I would guess. EVE is constantly being updated and improved, and in that process its normal to take one step back before going two steps forward, so be patient. I have had all my petitions resolved to my satisfaction, and in 18 months of eve I think I've made 4 or 5 of them. Get used to the process, allways keep a spare ship.
Arbitrator Amarr	Posted - 2007.08.23 06:56:00 - [16]
Vrizuh Eve Defence Force Praesidium Libertatis	Posted - 2007.08.23 07:28:00 - [17] Ok, so it sucks waiting. Even massively wealthy MMO operators often have GM teams that are swamped. Considering how much crap need petitioning in Eve (because there's so much to lose), its unsurprising that you had to wait days. But when they asked if it had resolved itself, you could have said "no". If it was urgent you could also add that it was urgent and needed escalation or fast resolution. You instead chose to detonate your ship. Perhaps you do not tell us what you were petitioning for, out of fear that the community would have 0 sympathy?
Frug Zenithal Harvest	Posted - 2007.08.23 07:32:00 - [18] 24 hours is not a long time. The rating system is weird buggy garbage and there are a few stories of them handling petitions poorly, but 24 hours is just not enough time to warrant complaining. - - - - - - - - - Do not use dotted lines - - - - - - - If you think I'm awesome, say BOOO BOOO!! - Ductoris Neat look what I found - Kreul Hey, my marbles
Mr Friendly That it Should Come to This	Posted - 2007.08.23 07:52:00 - [19] Well, the petition system is screwed up and has been for quite a long time. CCP really should hire people that deal with this sort of thing in a rapid way, as the petition system is one of the first tastes of Ccp's customer service that many people get. A bad first impression is not the way to present your company to your customers. I don't petition unless the game was seriously screwing me over, as I know that I'll likely get a canned response or wait a month for an overworked GM's response that doesn't address the actual issue I petitioned in the first place Really, that other games do it poorly isn't an excuse for Eve to handle it poorly as well. That said, 24 hours isn't a long time. Patience. __________________________________________________ FOLD. The Ultimate PVP. It really is Us vs. Them. clicky
annoing Amarr MisFunk Inc. Frontline.	Posted - 2007.08.23 08:16:00 - [20] To the fanbois and insulters who felt the need to post: To Alloures: I heard you had a thought once... but it died of loneliness To Daelon: Have you got a minute? Then tell me everything you know.... To Synical Light: How many times must I flush before you go away? Also, because you have the wit and intelligence of a flea i'll explain again, and slowly.... A receipt of the petition would let us the customer KNOW that, at the very least, someone has even looked at the petition. Easy to understand really isnt it? No? ahh well maybe its just YOU then? Also, if your maths are right, 2.5k people have a petition to have solved every time they play? Where the hell did you get that figure from? If it was even remotely true, then this game seriously needs to be fixed. However as this game is usually very good I dont think thats the case is it? Maybe 250 a day would be closer to the truth? I really think that the petition team has the teaboy, student and workplace trainee as the team. The lowest rung on the ladder so to speak. To Vrizuh: I had a BS in the middle of 0.0 that couldnt reload, couldnt dock at our POS, couldnt use the jump gates to even leave the system. So for all that time I was effectivly stuck and I couldnt play the game. I waited patiently for those 6 days while I waited for a reply, I didnt ask for an escalation and I didnt make any extra messages asking for preferential treatment. Belive me, you understand frustration at times like that. Instead of saying 'no' to their reply maybe I could have waited another 6 days without being able to play while it moved up the ladder? As for this petition, thats my problem you're right. I dont feel I am the most important player in the game ( thats someone from BoB ) and I dont expect instant service. I do however, expect a level of professionalism from the customer service team to acknowledge the petition at the very least within 24 hours.
No Respect	Posted - 2007.08.23 09:08:00 - [21] 3 days is acceptable if you ask me... you cannot expect them to answer you instantly. But I agree that the system is not working perfectly yet... I had to wait 8 days before my petition was being progressed...I lost about 1.5B income during that period.
WA Dragon	Posted - 2007.08.23 11:51:00 - [22] Lets face it, if EVE Online was a meal you would of sent it back by now and demamded the chef to be sacked. We dont actualy play eve we are simply adicted to what is at best a poor excuse for a game. We have to face the fact that we are indeed weak willed lemmings all queing up to take that final leap. In reality Eve is nothing more that a giant chat room. The senario goes a little like this. You install eve, you play it, you soon realise it will take you at least 1 year to beconme a worth while player, so you wonder what could possibly be the appeal of eve. After about 14 days you wonder WTF are you doing still playing eve. BUT! its too late your by now adicted and simply cant walk away from it. CCP know this and simply lead you along by the nose dont be up set dont be asking question NO! keep quiet like a good little eve junky. A challenge to you all walk away from eve for 1 week dont skill check dont turn eve on at all I woander if you could? any one who says they can do it are fibbers, you know eve has a hook in you, so be quiet and stop dissing eve or the ccp faires will come to you in the night and gank your ass. kisses and hugs from a fellow eve junky p.s Eve Online Batteries and instructions not included. Good Luck

CCP Wrangler	Posted - 2007.08.23 12:16:00 - [23] Originally by: annoing Well here goes: I made my first petition (for my current problem but this isnt the first time this has happened) over 3 days ago. It was ignored (as usual) for 24hrs+ . Now I dont expect miracles and some things take time, I understand this. But even that bunch can manage a reciept of the petition so you at least KNOW that someone has had a look. However this isnt the first one thats been ignored or even simply overlooked. A petition i made a while ago was answered after 6 days with a "we are hoping this has sorted itself out by now, please contact us if it hasnt".. what kind of reply is that? (btw it hadnt, I just gave up hope, self destructed the ship in question and took the 50mil loss) So I made a new one, and this has been ignored also for more than 24 hours. But joys of joys. We now have a new 'rating' service to show our displeasure. So therein I write a nice little diatribe of my opinions of this woeful service, press the 'update' button and it dissapears. Maybe its been stored I think. So I check and it hasnt. The rating service isnt working, somewhat like the petition service as a whole. Also, the funny part has to be this; when you open petitions the splash is "getting help is easy" and you have 2 options, make a petition or join the help channel "for a more personalised service"!! Except of course, the help channel is nothing of the kind. The MOTD in the channel tells you that there is no Gm to help you so dont ask So anyone else experiencing the lack of service I have had recently? Is this a new low for a famously poor team of under-achievers? YES this is a whine and yes its a moan and no I dont want any fanbois posting. I dont want excuses I want answers. This is a company that fails to unserstand customer service to any degree. The different queues have different priorities, but petitions are answered in the same order they came in, depending on which queue they were sent to. An automated response is sent once the petition comes in provided it is sent by email, if you submitted the petition through the website or in game you would not recieve a confirmation since you can view it in other ways. Sometimes, when the queue gets very long due to some things that happenend in game we do send out the "have this solved itself?" message. This is not to annoy people, but in these cases a lot of players have petitioned temporary things that has been cleared up on it's own, but not closed their petition. To service the players whos problem still hasn't been solved we ask those who was solved on its own to let us know. We will look into why the rating service isn't working though. Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

Tecam Hund Jericho Fraction The Star Fraction	Posted - 2007.08.23 12:56:00 - [24] I once petitioned a security status lost for attacking low sec POS that belonged to an alliance we were at war with. Took them over a month to answer. Obviously by that time I already raised my sec status by killing low sec rats... Petitions even of the lowest priority should not take more than a week, and ideally no more than 3 business days. All of this points to the fact that CCP should cut down on the idiotic ship reimbursement program that takes up way too much resources and for the most part only serves people who lie to get their ships back.
Guvnor RBM Welsh Commanders 3asy Company	Posted - 2007.08.23 13:03:00 - [25] The few times Ive had to pertion any thing I've found on "stuck" pertions it takes between a few mins to a couple of hours Ship loss, couple of days Other stuff, weeks...
Myo Pi Gallente	Posted - 2007.08.23 19:03:00 - [26] Originally by: CCP Wrangler An automated response is sent once the petition comes in provided it is sent by email, ... It doesn't look like this does it? Because it doesn't seem right to me Originally by: CCP's mail 'service' This message was created automatically by mail delivery software. A message that you sent has not yet been delivered to one or more of its recipients after more than 72 hours on the queue on pluto.solardns.com. The message identifier is: [snip] The date of the message is: Sun, 19 Aug 2007 12:13:07 +0100 (BST) The subject of the message is: Account management question The address to which the message has not yet been delivered is: [email protected] Delay reason: SMTP error from remote mail server after RCPT TO:<[email protected]>: host group-4.is-rvk.aves.f-prot.com [204.118.23.103]: 451 4.7.0 Try again later (greylisting in progress). After 96 hours of trying again later my mail server gave up and returned it as undeliverable. Perhaps you could give your mail service providers a kick and tell them that not delivering your mail isn't much of a service.
Tarminic Black Flame Industries	Posted - 2007.08.23 19:07:00 - [27] Originally by: annoing I dont feel I am the most important player in the game ( thats someone from BoB ) Credibility gone. Any chance of me listening to you is now over. ------------ Whiners - Unite! \| Posting and You Tarminic - Forum Warfare Specialist.
Zemeckis R	Posted - 2007.08.23 19:14:00 - [28] the actual petition system is useless and frustrating, 'couse the gm themselves are useless: it seems that they are bored doing what they MUST do as gms fortunatelly there are some rare exception and good gm one time i talked to one ( w00t \o/ ) seriously, the gms are not working good
SexxxSlave	Posted - 2007.08.23 19:44:00 - [29] Originally by: Kazuma Saruwatari Provided I never even have had to petition anything cept to report of rabid isk sellers in local, I'm at a loss as to what to post to help you in this case. You could send in another petition and request it to be elevated to a senior GM... if you dont know what to post, then why post in the first place?

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