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Petition Response Time and Quality of Response

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Author	Thread Statistics \| Show CCP posts - 4 post(s)
Stormwind Bloodfeather Minmatar Sogdian Traders Inc	Posted - 2008.07.21 20:24:00 - [61] I have filed a cpl petitions, some were answered quickly and were helpful but some were actually CLOSED BY THE SERVER w/o any response because it took too long to get a response (i.e. the ticket remained inactive/unread for too long). Overall though, the ones that died an unwanted death were self resolved or I just chalked up my loss as "oh well, that's life" and went on my merry way. Generally I am satisfied with CCP's responses so far. When I'm not, i'm sure whoever gets my petition learns some new and creative ways to curse from me Storm In EVE, your only friend is your ship and it's weapons. All others are the enemy!
TerrorBaBy Jolly Rogerers	Posted - 2008.07.21 20:52:00 - [62] I've filed 2 petitions in the last 3 weeks. First was replied to after 2 1/2 days, second was replied to next day. None of them were stuck petitions... _______________ Originally by: Constance Harme It's like willfully getting into a car full of strangers and then being driven out to the woods and being shot.
Doc Brown Gallente Tyrell Corp INTERDICTION	Posted - 2008.07.21 21:48:00 - [63] Originally by: GM Guard Edited by: GM Guard on 21/07/2008 16:36:16 Hi everyone. For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies. In some categories like "stuck", the average response time is measured in minutes whereas the response time in some categories, such as "Senior" and "Lead" is somewhat higher. Our average response time has been getting better and better across the board since the beginning of this year. Best Regards, Lead GM Guard EVE Online Customer Support An avg time of ~18 hours is pretty bad IMHO. Not to mention that using an AVG for this stat is wrong. What's the median time and the standard deviation ? That'd give a much better idea of how the petitions are doing. _________________________________________________ 6 T2 BPO's + 6 Months = ?????? (But I doubt it's good)
MailDeadDrop Archon Industries	Posted - 2008.07.21 22:08:00 - [64] Well, if you're going to argue which mathematical concept is most useful, I'd have to say "90th percentile broken out by category." What this means is "nine times out of ten (i.e. most of the time), a petition in this category receives a response within this amount of time." MDD Jump Clones: 8M and NO corp switching
Kobushi OCForums	Posted - 2008.07.21 23:11:00 - [65] I have found CCP petition and quality is usually equal to the filed petition. I've filed quite a few and have always had a polite and informative response with a timetable appropriate for the petition category. I have not "won" all my petition but everytime they were very detailed. And everytime I hear someone going with a "flaming" petition of a no explanation about that went on (lost my ship to lag want a new one). Thoses always seem to be getting the run around with the canned answer. Moral of the story, be descriptive and unbiased in your petition and you will most likely get good service, be a "trolling/leeching/begging" petitionner and expect a low service as you yourself already put yourself in a bad light...
ViRUS Pottage Caldari hirr Morsus Mihi	Posted - 2008.07.21 23:19:00 - [66] Originally by: BhallSpawn Your right. The customer server on CCP's part does stink My friend quit because of it. They don't have any client side bug tracking that is at least visible, so anytime the game crashes and its because of the client, you don't get anywhere because "our logs don't show anything" meanwhile funcom has an issue for a day and gives back a free day of subscription. the contrast is stark at best. And CCP provide FREE expansions that take them months to do. Show some appreciation ffs. _________
Xtreem Gallente Knockaround Guys Inc. Exxxotic	Posted - 2008.07.21 23:34:00 - [67] Originally by: ViRUS Pottage Originally by: BhallSpawn Your right. The customer server on CCP's part does stink My friend quit because of it. They don't have any client side bug tracking that is at least visible, so anytime the game crashes and its because of the client, you don't get anywhere because "our logs don't show anything" meanwhile funcom has an issue for a day and gives back a free day of subscription. the contrast is stark at best. And CCP provide FREE expansions that take them months to do. Show some appreciation ffs. your joking...you must be im not saying ccp does a bad job, but these are not FREE expansions, you pay for them per month, i have sky, when a new channel comes out i dont think its a "free" one, im still paying for it monthly, same for "free texts and free minutes" when your on a contract phone.. there NOT free. ok so there good and dont charge extra, but thats mainly becuase by design eve being a single shard and pvp means they cant really have some people with the new content and some without and the whines would shatter all who heard them. there NOT free, if there was no monthly sub, id agree, but there is, so its not :)
Doc Fury	Posted - 2008.07.21 23:56:00 - [68] Originally by: ViRUS Pottage Originally by: BhallSpawn Your right. The customer server on CCP's part does stink My friend quit because of it. They don't have any client side bug tracking that is at least visible, so anytime the game crashes and its because of the client, you don't get anywhere because "our logs don't show anything" meanwhile funcom has an issue for a day and gives back a free day of subscription. the contrast is stark at best. And CCP provide FREE expansions that take them months to do. Show some appreciation ffs. If CCP started charging extra for their "expansions" then they would also be held by the players to a much higher standard of QA/QC which is something CCP continues to demonstrate they simply cannot handle yet. Also, petitions that get automatically closed by the system before a player can even respond; how do those weight the "statistics" provided? I'm guessing they don't count either way, and I bet there are a LOT of them. The beginning was the end (of everything) The Ape regards his tail, (he's stuck on it) Repeats until he fails..half a goon and half a god.. a man's not made of steel...
Tarminic 24th Imperial Crusade	Posted - 2008.07.22 00:23:00 - [69] Originally by: Doc Fury If CCP started charging extra for their "expansions" then they would also be held by the players to a much higher standard of QA/QC which is something CCP continues to demonstrate they simply cannot handle yet. Also, petitions that get automatically closed by the system before a player can even respond; how do those weight the "statistics" provided? I'm guessing they don't count either way, and I bet there are a LOT of them. With EVE's model, there's no way they could have paid expansions, it would pretty much destroy the current game. "I'm sorry, you cannot purchase this ship unless you have purchased the Empyrean Age Expansion" "I'm sorry, you cannot use premium graphics unless you have purchased the Trinity Expansion" "I'm sorry, you cannot fit this weapon unless you have purchased the Revelations 43 Expansion" I would expect a paid expansion to be followed by a 10-20% subscription decrease in the following months. ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
Lubomir Penev interimo	Posted - 2008.07.22 14:03:00 - [70] Originally by: GM Guard Edited by: GM Guard on 21/07/2008 16:36:16 Hi everyone. For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies. Do petition "closed by system, timed out while waiting for customer reply" count as resolved? I got one closed like that while the GM didn't ask anything. Funnily enough the issue made it in patch notes later, but it didn't gave me my ship lost to POS guns while inside the shield back. -- Coming to you, Assault Ships fix, by the people saying that the Gallente Recons are fine.

Lily Cole	Posted - 2008.07.22 14:48:00 - [71] Most GMs I've conversed with I wouldn't trust to make decisions on a game of Tic Tac Toe frankly.

GM Guard	Posted - 2008.07.22 15:38:00 - [72] Originally by: Lubomir Penev Originally by: GM Guard Edited by: GM Guard on 21/07/2008 16:36:16 Hi everyone. For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies. Do petition "closed by system, timed out while waiting for customer reply" count as resolved? I got one closed like that while the GM didn't ask anything. Funnily enough the issue made it in patch notes later, but it didn't gave me my ship lost to POS guns while inside the shield back. The way our system works, petitions can only time out after a GM has responded and a week has then passed without the customer replying back. If a petition times out without the last update coming from us, it's either because of a bug or human error on our end. This happens much too rarely to affect any statistics. They would however count as resolved, yes. Best Regards, Lead GM Guard EVE Online Customer Support

knifee Caldari Euphoria Heavy Industries	Posted - 2008.07.22 15:44:00 - [73] Originally by: GM Guard For the past month our average first response time has been 17.8 hours. That is the average time between the time a petition is filed, and the time when a GM picks it up from the queue and replies. It would be interesting to see the average time broken down by petition type. I imagine that the Stuck and mission in progress petitions do a lot to bring the average time down, as to be fair they do get answered very quickly from my experience. Though I don't think those petitions are really what people are talking about here. eve-dev - making a good thing better
Lily Cole	Posted - 2008.07.22 16:00:00 - [74] Edited by: Lily Cole on 22/07/2008 16:03:13 Originally by: GM Guard If a petition times out without the last update coming from us, it's either because of a bug or human error on our end. This happens much too rarely to affect any statistics. They would however count as resolved, yes. If it's a bug, how would you even know? We're all disgustingly aware how much use CCP are at acknowledging even the presence of bugs, let alone the effects, leaving it for us to all carry the can for CCP's inadequacies. Just how do you know it occurs so infrequently, since that's two instances I know of now, and I don't even have access to the servers like CCP do. And if you know of an instance, why did nobody bother to pick up the missed petition and deal with it...?
Lily Cole	Posted - 2008.07.22 16:02:00 - [75] And if you broke the petitions down into:- Resolved by holding breath and stamping feet Resolved with customer agreement Would it not be about 98% unresolved ?
Tarminic 24th Imperial Crusade	Posted - 2008.07.22 16:26:00 - [76] Originally by: Lily Cole And if you broke the petitions down into:- Resolved by holding breath and stamping feet Resolved with customer agreement Would it not be about 98% unresolved ? Wouldn't that require a person to look at every petition filed in the last month? ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
Loyal Servant Caldari PURE Legion Pure.	Posted - 2008.07.22 16:40:00 - [77] I sent in a petition regarding rules and it took a week. I got my answer a week later and the petition immediately closed therefore I could not question the GM further. Fail. It's bad when the CSM guys are out here, and they are supposed to be in your pockets telling YOU (CCP/GMs) that your numbers are wrong with regards to response times.
Tarminic 24th Imperial Crusade	Posted - 2008.07.22 16:47:00 - [78] Originally by: Loyal Servant I sent in a petition regarding rules and it took a week. I got my answer a week later and the petition immediately closed therefore I could not question the GM further. Fail. What was the petition about? If it was just a question regarding rules or policies, wouldn't the GM have closed it upon answering your question? Remember, you can talk about petitions as long as you want as long as you don't quote the GMs. ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
LaVista Vista	Posted - 2008.07.22 16:55:00 - [79] Originally by: Tarminic Originally by: Loyal Servant I sent in a petition regarding rules and it took a week. I got my answer a week later and the petition immediately closed therefore I could not question the GM further. Fail. What was the petition about? If it was just a question regarding rules or policies, wouldn't the GM have closed it upon answering your question? Remember, you can talk about petitions as long as you want as long as you don't quote the GMs. I once asked a GM trough the EULA & TOS category, if CCP has any rules about people connecting to TQ trough a proxy. The GM answered 2 hours later with a standard response which of course, didn't answer my question! He even closed the petition So yes, a GM would close the petition upon answering.
Tarminic 24th Imperial Crusade	Posted - 2008.07.22 16:59:00 - [80] Well damn. GMs, you should really base your performance off of two factors - petition time, and petition rating. If you do already, you're not basing them off of petition rating enough. It makes me wonder if they have a filtering system that organizes petitions based on keywords in the petition text in order to "speed things up." ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)

Bloody Rabbit Jita Miners	Posted - 2008.07.22 17:14:00 - [81] I'm not going to reading all the comments here but, I have had nothing but good things happen when filing petitions, my only problem has been the GM forget to close out the petition and I can't file more petitions. Note that 95% of my petitions are filed about isk sellers or macro bots. Local and Covert cloaking Idea
Ricdics Corporate Placement Holding	Posted - 2008.07.22 17:19:00 - [82] I have had delays on occasion with filing petitions however I can state that the GM's in my issues have always provided a detailed explanation to my issue, a sincere apology (where bug etc has occured) and clarification where requested. The main responses I have had delayed would be related to POS and the odd reimbursement.
Doc Fury	Posted - 2008.07.22 17:28:00 - [83] Originally by: GM Guard The way our system works, petitions can only time out after a GM has responded and a week has then passed without the customer replying back. If a petition times out without the last update coming from us, it's either because of a bug or human error on our end. This happens much too rarely to affect any statistics. They would however count as resolved, yes. You need to check your system then, because it doesn't work like that even if it is supposed to. 1) I've had petitions closed that were unanswered by a GM only 1-2 days after opening them. 2) I've had petitions closed only an hour after the GM responded. The 2 items above have not happened happened once either, and for the record I have only ever filed 1 reimbursement petition ever, and got the standard "our logs show nothing". This would lead me to believe that GM's have the ability to "time out" petitions they just don't want to deal with, but that's just the tinfoil talking. No one at CCP would ever do something like that now would they? The beginning was the end (of everything) The Ape regards his tail, (he's stuck on it) Repeats until he fails..half a goon and half a god.. a man's not made of steel...
Tarminic 24th Imperial Crusade	Posted - 2008.07.22 17:32:00 - [84] Originally by: Doc Fury Originally by: GM Guard The way our system works, petitions can only time out after a GM has responded and a week has then passed without the customer replying back. If a petition times out without the last update coming from us, it's either because of a bug or human error on our end. This happens much too rarely to affect any statistics. They would however count as resolved, yes. You need to check your system then, because it doesn't work like that even if it is supposed to. 1) I've had petitions closed that were unanswered by a GM only 1-2 days after opening them. 2) I've had petitions closed only an hour after the GM responded. The 2 items above have not happened happened once either, and for the record I have only ever filed 1 reimbursement petition ever, and got the standard "our logs show nothing". This would lead me to believe that GM's have the ability to "time out" petitions they just don't want to deal with, but that's just the tinfoil talking. No one at CCP would ever do something like that now would they? Aren't petitions logged somewhere on the website? If it's something that's obviously out of order, I'd e-mail GM Guard about it (he's the lead GM if I remember correctly). There is a bug that I've heard of that doesn't inform you when a GM responds to a petition that has resulted in people thinking that their petitions were closed without a response, but I imagine that you'd check before the week timeout. ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
Frug Repo Industries R.E.P.O.	Posted - 2008.07.22 17:51:00 - [85] It seems to me like if your job is answering petitions, you should be good at two things (at the very least) 1) English comprehension and the patience/ability to read properly. 2) Knowledge of this game. I have had some extremely questionable petition responses in both regards. - - - - - - - - - Do not use dotted lines - - - - - - - If you think I'm awesome, say BOOO BOOO!! - Ductoris Neat look what I found - Kreul Hey, my marbles
Haniblecter Teg F.R.E.E. Explorer	Posted - 2008.07.22 17:54:00 - [86] Disagree, took them less than a day to report on my reimbursement petition and the response was not what I was looking for, but shed some light on the situation. ----------------- Friends Forever
Beor0d Congregatio Solidus Alliance	Posted - 2008.07.22 18:03:00 - [87] I once had a problem copying Bookmarks and wrote a petition. It took them over a month to response and they only asked me if this is still an issue. A week later the petition was closed and due to a short break from eve i couldn't even answer on that message. That is my petition adventure ^^ _______________________ hmmm....
Blydchyld Caldari Galactic Extensive Enterprises	Posted - 2008.07.22 18:06:00 - [88] Some questions/Advice from one support specialist to another, I've helped to set up a rather large support desk (4k transactions per day) and in general the CRM system CCP use is good. In essence you run a Incident responce team (GM) Whats your SLA's? Do your SLA's have a blanket time frame or do they differ per topic? I know you dont use ITIL (Your DATA campture forms are very poor and would not pass ITIL accreditation, Have you thought about it? Do you realise that your comments in regards to the complexity of POS's tickets could have been stated with more effect? (Telling your EU base that the support team has problems with their own products doesnt inspire faith) What clauses do you offer your customer base when you exceed your internal resolve targets? Do you have a internal Wiki with work instructions? (step by step guides to fixing EU issues) Do you have problem/incident management protocols? If you would like to offer me a role within CCP as a Incident manager, you know where to find me :) I LIKE ARK! The above post is my post and does not represent the views of any entity, If my views have upset you PM me
Chainsaw Plankton IDLE GUNS IDLE EMPIRE	Posted - 2008.07.22 18:55:00 - [89] I think my longest one was filed on a Thursday or Friday and answered on Monday think I filed it thinking well this wont be seen until Monday or Tuesday.
Equium Duo Minmatar SECTION-X	Posted - 2008.07.22 19:34:00 - [90] I have filed a few petitions with mixed results.. firstly i lost s shi[ to a de-sych and gt it re-imbursed.. How you ask? Well... When i went to petition my petition window bugged, so i had an infinite number of petition widnows, so i worte a nice polite..yet a little cheeky, message about how i lost my ship and why i think i deserved a response i then copied and pasted it to as many of the windows as i could be bothered. woo... secondly i filed a petition becaus ei docked my ship and then logged, only to return in a clone vat upon re-log a few hours later. My CEO who was outside said i hadn't undocked as far as he was aware, and the WT's said it was like i logged with aggro (i.e. in space). CP response: Our logs show nothing!! I thought i had them over a barrel.. my response: Exactly! there is no logs on your side or mine, surely my client would record the the engagement and the dmg i took, but it didn't.. the response.. 'You had aggro therefore couldn't dock.' 'This is an automated message your petition has been closed due to inactivity!! WTF it was inactivated like 2H later!!! Grr not cool Mr. CCP



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