EVE Search - Petition Response Time and Quality of Response

Check My IP Information

All Channels

EVE General Discussion

Petition Response Time and Quality of Response

» Click here to find additional results for this topic using Google

Monitor this thread via RSS [?]

Pages: 1 [2] 3 4 :: one page

Author	Thread Statistics \| Show CCP posts - 4 post(s)
MenanceWhite Amarr Red Light Navy	Posted - 2008.07.21 12:51:00 - [31] Every petition that I've made has been answered and dealt with within 5 mins of petition creation. That's awesome compared to some other MMOs. --- Originally by: Torfi There's alot. That can be done. With.. corpses Originally by: Oveur
FlameGlow Caldari State Protectorate	Posted - 2008.07.21 13:30:00 - [32] 2OP: Our logs don't show anything wrong with your petitions
Tarminic 24th Imperial Crusade	Posted - 2008.07.21 13:35:00 - [33] Originally by: Avon Originally by: Andrue It seems fine to me but then I've only petitioned for spammers and being stuck once or twice. I wouldn't petition for a ship lost because I think that's a shitty way of playing the game. Don't fly what you can't afford to lose and don't be an ass is my advice on that subject. If only more people thought Fixed. My petition response times have all been pretty good. I've petitioned for being stuck once or twice and was moved within 5 minutes. I petitioned three times relating to mission bugs, twice the mission was reset and once I was politely told that missions don't respawn after I accomplish the objective ( on my part). I've never petitioned a ship loss because I nothing happened that would warrant reimbursement. The last petition I made was about a year ago however, so not sure how things have changed since then. ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
Malen Nenokal Eden Federal Recon	Posted - 2008.07.21 13:52:00 - [34] I think the petition system works fine, and the GMs do a great job. Eden Federal Recon
Sara Devi Abh Empire Intrepid Crossing	Posted - 2008.07.21 14:47:00 - [35] Agree. My recent experience is that I purchased a character for my alt account 2 months ago, following all forum and game rules, for 2.2b isk. 3 weeks ago my alt account was permabanned out of the blue, witht he stated reason that my purchased character was reported stolen. After several emails exchanged with the GM, showing the forum posts, etc. I felt I proved that I did nothing wrong but if they wanted to reverse the transaction and give me my 2.2B back so be it. I expected the situation to be sorted out, but no...they "escalate" (read: pass the buck) to tier 2. Now it has been over 2 weeks with NO contact and I'm beginning to think I'll be the only really screwed party. The guy I bought the character from is still active (though he's blocked my from contacting him in game, hardly the act of an innocent). The original owner of the character might get his character back. I'm currently out not only the character, but 2.2B, the other characters on that account, all the assets, and the account fees paid in advance. So no, I'm not happy with the response time and while I'm still hopeful that it will all be sorted out, my confidence is shaken.

GM Guard	Posted - 2008.07.21 16:36:00 - [36] 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

LaVista Vista	Posted - 2008.07.21 16:39:00 - [37] 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 Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition.
Arcon Telf Gallente Dark Tide Rising Rule of Three	Posted - 2008.07.21 16:43:00 - [38] My experience with petitions/GMs has been overwhelmingly positive.
Gealbhan Caldari Infernal Syndicate	Posted - 2008.07.21 16:44:00 - [39] I disagree. Anytime I contacted support or filed a petition it was delt with quickly (anywhere from 5-20min)
Jim McGregor	Posted - 2008.07.21 16:46:00 - [40] Edited by: Jim McGregor on 21/07/2008 16:48:07 My experience is 100% positive as well. But since I work in a advanced tech support myself, I know that some cases takes a lot of time to solve, specially when you cant solve them on your own and need to ask someone else. Its just the natural way of things. Quick cases can be responded to quickly and solved, but the more complicated ones take more time usually. Its not unique to CCP, its like that everywhere. Nobody in a organization knows everything, and it takes time to find information about the things you dont know. And the people who knows a lot are always the most busy. --- Originally by: Roguehalo Can you nano Titans?

Toramt	Posted - 2008.07.21 17:02:00 - [41] Originally by: GM Guard Edited by: GM Guard on 21/07/2008 16:36:16 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. How about posting a monthly report of each petition category and the summary statistics for each one? If nothing else that would reduce the 'how long do I have to wait for my petition to get answered' questions in the help in-game channel.
Loli Killjoy	Posted - 2008.07.21 17:07:00 - [42] 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. So what is the average time excluding "stuck" petitions?
Tarminic 24th Imperial Crusade	Posted - 2008.07.21 17:08:00 - [43] Edited by: Tarminic on 21/07/2008 17:08:07 I don't suppose you'd be interested in telling us the median petition response time by hour, would you? ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)

GM Guard	Posted - 2008.07.21 17:14:00 - [44] Originally by: LaVista Vista Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition. That is indeed quite a difference from the average and the reason is that the POS category is hands down the most complex petition category. It takes a lot of dedication and expertise to be able to effectively handle the cases that come into the POS category so not everyone answers petitions from it. On top of that, POS petitions are time consuming to solve and they often directly affect the interests of many parties at once like when sovereignity is affected. We want to improve the response time in the POS category and I am proud to say that we are working on just that. Best Regards, Lead GM Guard EVE Online Customer Support

Xtreem Gallente Knockaround Guys Inc. Exxxotic	Posted - 2008.07.21 17:18:00 - [45] my pos petition was 3 weeks till it was closed, despite i proved it was a bug i still lost around 5billions of stuff due to my pos randomly spitting all my ships out the sheilds, i was not too chuffed with that lol
Lieutenant Isis Gristle Industries	Posted - 2008.07.21 17:19:00 - [46] Believe it or not, as a player for 2 and a half years, I have NEVER filled out a petition. I've never had a reason to complain.
Internet Knight	Posted - 2008.07.21 17:30:00 - [47] 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 Averages are worthless without context. --- How to resolve Singularity character syncing
LaVista Vista	Posted - 2008.07.21 17:31:00 - [48] Usually, petitions are done quickly in Harassment and Stuck petitions. But the last petition I made when my office with all my assets gone mad, I created it on the 2008.06.25 09:09:00. The first answer was at 2008.07.02 03:17:00. Nuff' said.
Trancestor Seraphin Technologies	Posted - 2008.07.21 17:32:00 - [49] 12 days for a answer MORS CERTA HORA INCERTA
Xaen Caldari Caritas.	Posted - 2008.07.21 17:40:00 - [50] Response time has been lightning. Response quality has been about as you describe in my experience. - Support fixing the UI\|Suggest Jita fixes\|Compact logs

damgood85 Excelsior Solar Management	Posted - 2008.07.21 17:42:00 - [51] Edited by: damgood85 on 21/07/2008 17:43:54 Every petition i have ever submitted has been replayed to in a timely manner and with some form of helpfully info. remember if you want a well formed and meaningful answer then you need a well formed and meaningful question. and for those of you talking about client side crashes, all i can say is i have never had a crash that was caused by the eve client. the few times i have crashed it has been because of something else on my PC. i work in PC Support and have seen far too many calls from people complaining about software crashes and it tuning out to be some crap spyware they have allowed to infest their system or them trying to run something that far exceeds the abilities of the PC they bought at wall-mart 5 years ago. =============================================== What if the hokey pokey is what its all about?
Xaen Caldari Caritas.	Posted - 2008.07.21 17:53:00 - [52] 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 Averages are made up of highs and lows. Without the standard deviation, a mean average is almost meaningless. What's the standard deviation on that average? - Support fixing the UI\|Suggest Jita fixes\|Compact logs
Tarminic 24th Imperial Crusade	Posted - 2008.07.21 17:54:00 - [53] Originally by: Xaen 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 Averages are made up of highs and lows. Without the standard deviation, a mean average is almost meaningless. What's the standard deviation on that average? Exactly why I was interested in a median instead of an average. ---------------- Play EVE: Downtime Madness v0.83 (Updated 7/3)
Andrea Griffin	Posted - 2008.07.21 18:13:00 - [54] Originally by: GM Guard Originally by: LaVista Vista Yet in the POS section, my average response time(First response) is about 1 week. That is a huge difference. 9,4 times longer than the average petition. That is indeed quite a difference from the average and the reason is that the POS category is hands down the most complex petition category. A vast majority of my petitions have been isk spammer petitions, with a couple of stuck petitions. In those situations the response time has been extremely fast - with isk spamming in particular, often UNDER a minute. I'm pretty sure the GMs are sick of seeing my name there (I'm looking at you, GM Ocelot ). But those issues are pretty cut and dry. There's really very little to look into. A harassment petition was also looked into very quickly. I did file a POS related petition once (active POS turrets without an active tower; I was hoping to repair, un-anchor, and steal), quite a while ago. It was well over a week before I received a first response, but then again, I did mention in my petition that I didn't need a speedy response. So a week for a ticket that requested low priority? Not bad at all. Compared to other games, I'd have to say that CCP is on the ball.
Rainhailer Gallente Einherjar Rising	Posted - 2008.07.21 18:27:00 - [55] ITT: People complaining their boats sunk when they sailed in a hurricane, then asking for the ocean to give them back because they didn't know hurricanes are bad for sailing.
Avon Caldari Black Nova Corp Band of Brothers	Posted - 2008.07.21 19:09:00 - [56] Originally by: Tarminic Exactly why I was interested in a median instead of an average. A median is an average, silly you. You mean you would rather have a median than a mode or a mean. :) My interaction with support has been mostly positive, and I appreciate that they have a tough job, and any delays are probably due to petitions even more stupid than mine clogging up the queue rather than the GMs lounging around sipping Mojitos. Eve-Online: The Text Adventure
Jaabaa Minmatar Dental Drilling Corporation	Posted - 2008.07.21 19:17:00 - [57] Edited by: Jaabaa on 21/07/2008 19:17:43 Originally by: Avon Originally by: Tarminic Exactly why I was interested in a median instead of an average. A median is an average, silly you. You mean you would rather have a median than a mode or a mean. :) mean = average median = middle (as in half way through all values) value in a set of measurements Any way, back on topic. On a whole my experiences with the petition systems aren't too bad, apart from the obvious "Our server lags show nothing" when I lost ships to the server being logged (or is it the other way around ). -- EVE Mobile Skill Planner V3 !! http://evemsp.sourceforge.net/
Christina Bamar Agony Unleashed Agony Empire	Posted - 2008.07.21 19:17:00 - [58] Originally by: Avon Originally by: Tarminic Exactly why I was interested in a median instead of an average. A median is an average, silly you. You mean you would rather have a median than a mode or a mean. "average : a quantity, rating, or the like that represents or approximates an arithmetic mean:" The average is the mean, the median is different. That being said quoting the average response time is pretty meaningless. How many hudreds or thousands of jita stuck petitions are handled every weekend in a matter of minutes? Looking at the actual distribution of wait times is significant. Waiting 10 minutes instead of 5 minutes on my jita stuck petition isn't a huge deal, but waiting 2 weeks instead of 1 week on a POS bug petition is. It's the long petition times which are the ones which **** of customers, not the average petition time.
Avon Caldari Black Nova Corp Band of Brothers	Posted - 2008.07.21 19:48:00 - [59] Edited by: Avon on 21/07/2008 19:52:13 Mean, mode and median are all types of sample averaging, and they all do it in different ways. Average embraces all three, but if you ask someone to calculate an average they will almost always use the mean. Because of this, mean has become synonymous with average, but it is only one method. The Mean is the old: Add the numbers together to obtain a total and then divide that total by the amount of numbers. The Median would be the middle number in a sorted list. The Mode would be the number which appears the most frequently. Here endeth the lesson. Oh, I forgot to throw range in, but meh, whatever. Eve-Online: The Text Adventure
Kweel Nakashyn Minmatar Aeden Tau Ceti Federation	Posted - 2008.07.21 20:20:00 - [60] Originally by: UGLYUGLY I don't know what your talking about. I've got instant help every time I have petitioned, as of yet. Same. +/- 8 petitions, only one stuck. The longest answer I got was 2 weeks, the shortest is 1 hour, and it was not the stuck. On these +/- 8 petitions, I never got refunded. 6 of these were problem from me not understanding gameplay/how things works. Got the copy and paste at least twice "we don't have record blabla" but each time I asked clarification, I had. I'm somewhat happy how petitions works. 11/20 maybe ? Fetchez la vache !



Pages: 1 [2] 3 4 :: one page
First page \| Previous page \| Next page \| Last page

COPYRIGHT NOTICE
EVE Online, the EVE logo, EVE and all associated logos and designs are the intellectual property of CCP hf. All artwork, screenshots, characters, vehicles, storylines, world facts or other recognizable features of the intellectual property relating to these trademarks are likewise the intellectual property of CCP hf. EVE Online and the EVE logo are the registered trademarks of CCP hf. All rights are reserved worldwide. All other trademarks are the property of their respective owners. CCP hf. has granted permission to EVE-Search.com to use EVE Online and all associated logos and designs for promotional and information purposes on its website but does not endorse, and is not in any way affiliated with, EVE-Search.com. CCP is in no way responsible for the content on or functioning of this website, nor can it be liable for any damage arising from the use of this website.