Pages: 1 2 :: [one page] |
|
Author |
Thread Statistics | Show CCP posts - 6 post(s) |
icey
Sebiestor Tribe Minmatar Republic
0
|
Posted - 2011.12.29 18:43:00 -
[1] - Quote
Just wondering i saw a post earlier in the month that CCP had a overwhelming amount of petitions and it was taking them longer then expected to get to them.
I only ask because i recently bought a character off the forums from character bazaar section, went though the whole nine yards, posted on the forums send eve mails stating the price etc and of course the character took the isk and never transferred the character sent in the petition with all the right proof etc etc, but its been about 3-4 days now and no response yet.
Only concern i have is i made a new account using plex for this character and now the account is running and wasting days, and i cant buy a new character until the isk is returned. So i pretty much have a account sit idle until the petition is complete, bring the trolls below im sure.
Just wonder if CCP is still overwhelmed with petitions and how far behind they think they are.
|
Treks Shadow
Third Rail Crew
26
|
Posted - 2011.12.29 18:44:00 -
[2] - Quote
it would seems so i have had petitions going for over a month now. hell i think they just read them and ignore them now. |
FloppieTheBanjoClown
The Skunkworks Petition Blizzard
510
|
Posted - 2011.12.29 18:47:00 -
[3] - Quote
my most recent petition was answered within a day.
|
|
GM Spiral
Game Masters C C P Alliance
47
|
Posted - 2011.12.29 18:53:00 -
[4] - Quote
Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.
We can only assure those with pending petitions that all petitions will be answered.
Thank you for your continued patience and understanding. Senior Game Master | EVE Online Customer Support Team | Info Group | CCP Games
Helping capsuleers since 2004. |
|
icey
Sebiestor Tribe Minmatar Republic
0
|
Posted - 2011.12.29 18:56:00 -
[5] - Quote
Thank you for your quick reply. |
Atum
Eclipse Industrials Quantum Forge
2
|
Posted - 2012.01.03 02:15:00 -
[6] - Quote
GM Spiral wrote:Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.
We can only assure those with pending petitions that all petitions will be answered.
Thank you for your continued patience and understanding. Wondering how the queue flushing is proceeding...
(And hoping I at least put mine in the right category... GSC's wandered off after a patch >> "Player Owned Structures"???) |
Endeavour Starfleet
Center for Advanced Studies Gallente Federation
512
|
Posted - 2012.01.03 02:26:00 -
[7] - Quote
The 2nd this year is considered an extension of the holiday work wise in most places due to New Years being on Sunday which is normally off anyway.
I suspect the situation has not changed significantly looking at the low numbers of dev posts today. And the lack of forum moderation compared to other times.
I would give them a few days to get back on track. |
Ai Shun
State War Academy Caldari State
103
|
Posted - 2012.01.03 02:53:00 -
[8] - Quote
Keep in mind that everyone that missed the holiday gifts because they were not paying attention / didn't understand how it works / otherwise incapable have been told to raise petitions to see if things could be sorted out for them. That will contribute to the backlog as well. |
Tiberius Sunstealer
Phantom Soulreavers
17
|
Posted - 2012.01.03 03:25:00 -
[9] - Quote
Sorry to say icey but it might take a while for them to answer you. I only just recently had my petition answered after over 2 weeks with no response and am now awaiting another response as the GM seemed to not know the EULA or ToS but that's a story for another time. |
Issler Dainze
Tadakastu-Obata Corporation The Honda Accord
511
|
Posted - 2012.01.03 04:02:00 -
[10] - Quote
I have two related to POCOs in low sec since the day they were deployed and no response. |
|
Mai Khumm
Apple Construction Inc Northern Associates.
146
|
Posted - 2012.01.03 04:36:00 -
[11] - Quote
GM Spiral wrote:Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.
We can only assure those with pending petitions that all petitions will be answered.
Thank you for your continued patience and understanding. If you had pointy ears I'd swear you were a (slightly batshit) Vulcan... Make ICE deplete and re-spawn just like roids. That alone would stop botting. (It'll upset the goons, so that will NEVER happen) |
Atum
Eclipse Industrials Quantum Forge
2
|
Posted - 2012.01.04 01:05:00 -
[12] - Quote
Tiberius Sunstealer wrote:Sorry to say icey but it might take a while for them to answer you. I only just recently had my petition answered after over 2 weeks with no response and am now awaiting another response as the GM seemed to not know the EULA or ToS but that's a story for another time. Ya, a corp-mate of mine also reported a roughly two-week delay between filing and first response. Just hoping the GM's could post up some sort of "We're currently about xx days behind" every now and then. Living in W-space means having to pack in a lot of stuff when the wormholes are in your favor, and surviving on that when they're not. Losing your entire warehouse to what appears to be DB corruption (whether my cans somehow became unanchored, my BM's were moved, or what-have-ye) really puts a crimp on things. |
Lightnin
PeanutPC Mining Fabracation Corp
8
|
Posted - 2012.01.04 02:12:00 -
[13] - Quote
i did not know they even answered any Go Far Go In or Don't Go |
CausticS0da
Viziam Amarr Empire
18
|
Posted - 2012.01.04 09:08:00 -
[14] - Quote
Ai Shun wrote:Keep in mind that everyone that missed the holiday gifts because they were not paying attention / didn't understand how it works / otherwise incapable have been told to raise petitions to see if things could be sorted out for them. That will contribute to the backlog as well.
Some people missed them because they applied for their Christmas gift and then carried on with their real lives trying to deal with the hectic holidays. Who would have thought that for CCP Christmas ended on the 22nd.
Not everyone has time to watch every damn announcement related to this game, so don't hate the players (hate the game?)
Back on topic, petitions for me have always been handled well and in good time. |
Jarnis McPieksu
Aliastra Gallente Federation
169
|
Posted - 2012.01.04 09:29:00 -
[15] - Quote
Well, this is a non-shocker when you have a combination of...
- public holidays (= more people playing for longer periods of time) - CCP support not actually increasing their manpower during said public holidays and instead being understaffed due to people taking time off
While I fully understand dedicating a couple of special days - christmas eve/christmas day and perhaps new years eve - where only a skeleton staff should be required (to keep the servers from not catching fire and ready to alert the CPR teams if a server hamster kicks the bucket), otherwise the holiday season really should be a time when customer support of a MMO gets extra hands / does extra hours. Yes, it will cost a lot in wages, but it is a service industry. No service = paying customers pissed off.
Luckily nothing major broke over the holidays but I'm sure there are plenty of angry subscribers who are not familiar with how CCP usually operates that are still waiting with 2 week+ old petition.
All power to the guys who now have to grind down the mountain of petitions, you are doing important work. Yet I get the idea that your management is just mismanaging the situation and leaving you with the post-holiday mountain "as planned".
|
Bumblefck
Kerensky Initiatives
2654
|
Posted - 2012.01.04 09:38:00 -
[16] - Quote
GM Spiral wrote:Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.
We can only assure those with pending petitions that all petitions will be answered.
Thank you for your continued patience and understanding.
How long?
GÇ£If you're not willing to fight for what you have in GëívGëí you don't deserve it, and you will lose it.GÇ¥ GÇö Karath Piki |
Ai Shun
State War Academy Caldari State
106
|
Posted - 2012.01.04 09:41:00 -
[17] - Quote
CausticS0da wrote:Not everyone has time to watch every damn announcement related to this game, so don't hate the players (hate the game?)
Thorn in your ass? Did somebody **** in your Cornflakes? If you followed the forum threads on the issue you would see there were players that
(a) weren't paying attention to the communications from CCP
OR
(b) didn't understand how it works
OR
(c) were otherwise incapable
Calm down tiger.
But yeah, I think if people missed out due to other commitments they missed out. I have commitments as well, but I'm capable of reading and understanding and logging in ONCE over the span of about 6 days to claim the damn gift. (And you can check my access logs to verify when I logged in)
I do think it is unfair that people with petitions relating to items other than a fluffy holiday gift are being delayed because somebody is unhappy they missed out on something free.
But, I also dislike the concept of blaming others, not accepting that you missed out and moving on. I'm an adult that holds down a real job, a semi decent relationship and two children. I still managed to spend a few minutes reading the communications from a company I pay ~$15 a month to for entertainment and a few more minutes logging in on the day to claim things.
Sorry to hear your days are so busy that you can't spare 15 - 20 minutes over the span of 8 days. And yet you have the time to find and ***** at a forum post.
Funny that. |
|
GM Homonoia
Game Masters C C P Alliance
262
|
Posted - 2012.01.04 09:55:00 -
[18] - Quote
To provide some clarity:
Number of petitions in our queues that are waiting for a reply from a GM: 6179 Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010 Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 Number of petitions in our Billing queue are waiting for a reply from a GM: 621 Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00
Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.
We are working as hard as we can to get the queues back under control. Senior GM Homonoia | Info Group | Senior Game Master |
|
Gouzu Kho
Kho Incorporated
2
|
Posted - 2012.01.04 10:41:00 -
[19] - Quote
GM Homonoia wrote:
We are working as hard as we can to get the queues back under control.
I just want to take this opportunity to thank the entire GM team for their hard work over the holidays.
I work IT support myself and I know the drill. |
Graic
Time Sync
3
|
Posted - 2012.01.04 10:41:00 -
[20] - Quote
I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse.
I reported it and it was confirmed as a new defect a few hours later.
My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone.
I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. |
|
|
GM Homonoia
Game Masters C C P Alliance
262
|
Posted - 2012.01.04 10:48:00 -
[21] - Quote
Graic wrote:I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response.
As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue. Senior GM Homonoia | Info Group | Senior Game Master |
|
ShahFluffers
Ice Fire Warriors
292
|
Posted - 2012.01.04 10:50:00 -
[22] - Quote
GM Homonoia wrote:To provide some clarity:
Number of petitions in our queues that are waiting for a reply from a GM: 6179 Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010 Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 Number of petitions in our Billing queue are waiting for a reply from a GM: 621 Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00
Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.
We are working as hard as we can to get the queues back under control.
Solution?
- Take a shot (or four) of tequila. - Select the petition que. - Press the buttons "Ctrl" and "a" at the same time. - Press the "Reimburse" button (or the "Reject - The logs show nothing" button... whichever you feel more in the mood to do). - Forget that anything ever happened and go back to "business as usual." "Just because I seem like an idiot, doesn't mean I am one." ~Unknown |
Tore Vest
Vikinghall
128
|
Posted - 2012.01.04 10:51:00 -
[23] - Quote
GM Homonoia wrote:To provide some clarity:
Number of petitions in our queues that are waiting for a reply from a GM: 6179 Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010 Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 Number of petitions in our Billing queue are waiting for a reply from a GM: 621 Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00
Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.
We are working as hard as we can to get the queues back under control.
Yeah... Its something wrong with this game.....
|
|
GM Homonoia
Game Masters C C P Alliance
262
|
Posted - 2012.01.04 10:56:00 -
[24] - Quote
Tore Vest wrote:GM Homonoia wrote:To provide some clarity:
Number of petitions in our queues that are waiting for a reply from a GM: 6179 Number of petitions in our Game Play queue are waiting for a reply from a GM: 3010 Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 Number of petitions in our Billing queue are waiting for a reply from a GM: 621 Oldest petition in our Billing queue that has not received any reply yet: 2011.12.29 13:05:00
Please note that we have several other, more specialized queues that may take more time; most notably issues dealing with hacking and account sharing, or our senior and other second line queues.
We are working as hard as we can to get the queues back under control. Yeah... Its something wrong with this game.....
All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.
Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player. Senior GM Homonoia | Info Group | Senior Game Master |
|
Xuko Nuki
Submerged Living
1
|
Posted - 2012.01.04 11:03:00 -
[25] - Quote
I've had mixed experiences lately, a couple have gone for about a week but the last one was resolved in 2 hours. Sorry for filing so many petitions recently, actually |
Graic
Time Sync
3
|
Posted - 2012.01.04 11:04:00 -
[26] - Quote
GM Homonoia wrote:Graic wrote:I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. As long as the petition is filed from the proper character (preferably through the client, as that prepares a lot of info in the proper way) and within 7 days of the loss, no data will be lost (but as always, the sooner you petition this the better). The amount of time that passes before a GM touches the petition has little to no impact on our ability to resolve the issue. Thanks mate.
I put in the petition as soon as I reported the bug, from the affected character in game.
I'll wait with interest to see my items can be recovered!
I appreciate the response.
|
Tore Vest
Vikinghall
128
|
Posted - 2012.01.04 11:10:00 -
[27] - Quote
GM Homonoia wrote:
All of this is mostly caused by the combination of the holiday gifts, GMs visiting family for the holidays, the expansion (which always causes a spike in petitions generated) and a lot more activity in game than before.
Us GMs are used to this type of crunch as it happens at least 2 or 3 times a year. Usually a customer support department deals with this by using temporary staff, but for us that is simply not a real option as it takes around 6 months to properly train a GM that is already an experienced EVE player.
I wasnt thinking over GM's work.... Im shure you do what you can.... Its all those petitions...... |
Atum
Eclipse Industrials Quantum Forge
2
|
Posted - 2012.01.05 01:03:00 -
[28] - Quote
GM Homonoia wrote:Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 eeeEE YEOUCH!!!
So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load? |
Brock Nelson
229
|
Posted - 2012.01.05 01:16:00 -
[29] - Quote
Not sure about the GM being overwhelmed but I've put in 2 petition the past month and both got answered within a day or two. I'm impressed I have to say :) |
|
GM Homonoia
Game Masters C C P Alliance
265
|
Posted - 2012.01.05 09:39:00 -
[30] - Quote
Atum wrote:GM Homonoia wrote:Oldest petition in our Game Play queue that has not received any reply yet: 2011.12.18 15:03:00 eeeEE YEOUCH!!! So besides raw queue size, what does that actually mean in terms of time? Obviously not all petition types can be answered with the same "One petition = nine minutes of research and one minute response," but roughly how does that translate to work load?
This is highly dependable on a lot of different factors. Some petitions take less than a minute, other may take hours. Most take about 5 to 15 minutes for the initial investigation and reply. However, a lot of petitions come back and then the Q&A dance starts; it is impossible to say how long that takes. Some petitions require only 1 reply, some can go on and on until my 23 inch screen has been filled with text several times over. Senior GM Homonoia | Info Group | Senior Game Master |
|
|
The Snowman
Aliastra Gallente Federation
19
|
Posted - 2012.01.05 18:05:00 -
[31] - Quote
Graic wrote:I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse. I reported it and it was confirmed as a new defect a few hours later. My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone. I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response.
I think ive just encounterd this same problem, wiped the contents of 3 of my station containers... 7 years worth of stuff that ive been collecting.. gone.
Now I can only sit around and wait for them to respond, I hope I dont get some idiot GM :(
|
|
GM Spiral
Game Masters C C P Alliance
84
|
Posted - 2012.01.05 18:20:00 -
[32] - Quote
The Snowman wrote:Graic wrote:I stumbled on a nasty little bug a few days ago that instantly vanishes inventory items en masse. I reported it and it was confirmed as a new defect a few hours later. My petition for reimbursement for goodness knows how many items were lost. I can't track such a large inventory in my head, but I know a large chunk of my Datacore stockpile is gone. I'm dreading that by the time anyone picks it up it will be the "logs show nothing" response. I think ive just encounterd this same problem, wiped the contents of 3 of my station containers... 7 years worth of stuff that ive been collecting.. gone. Now I can only sit around and wait for them to respond, I hope I dont get some idiot GM :(
If you find yourself with a disagreeable game master for any reason you can always request another game master to review your petition. This is in most cases far more expedient than requesting escalation and waiting for a senior GM's attention. You will still have the option to request escalation, of course.
We are currently in the process of burning down our petitions queues after the holidays and we'll hopefully soon get back within an acceptable time frame to respond to the average petition. Senior Game Master | EVE Online Customer Support Team | Info Group | CCP Games
Helping capsuleers since 2004. |
|
Xpaulusx
Hosti1e Traff1c Control
15
|
Posted - 2012.01.05 20:48:00 -
[33] - Quote
* Suspects real reason for slow response times is Gm's took an arrow to the knee, they just won't amit it jk guys |
Tacitus venator
DOUBLE IDENTITY Bloodbound.
1
|
Posted - 2012.01.21 21:44:00 -
[34] - Quote
Bumping this to see what the current backlog times are. Been waiting on a petition for over 3 days now |
Zleon Leigh
66
|
Posted - 2012.01.22 00:15:00 -
[35] - Quote
Pfttt... I filed 1/08 and received a BS answer on 1/20. Working as intended... (the queue, not the bug) Incarna - Newest business example of mismanaged capital.
CCP - Continuing to gank independent PI producers every day |
Tacitus venator
DOUBLE IDENTITY Bloodbound.
1
|
Posted - 2012.01.22 20:29:00 -
[36] - Quote
Well, would still be cool if a gm could respond. Also, a suggestion, maybe integrate a timer screen on the petitions interface in game, so people could see what the currentbacklog is ? I reckon it would stop a few people bumping their petitions, or even posting on forums about delays if we could see in game :) |
Telim Tor
Eternal Profiteers Eternal Syndicate
1
|
Posted - 2012.01.22 22:43:00 -
[37] - Quote
GM Spiral wrote:Due to the holidays petition response times in non-express categories can be considerably delayed unfortunately. We will be crunching full force as soon as we are at full man-power again after the New Year.
We can only assure those with pending petitions that all petitions will be answered.
Thank you for your continued patience and understanding.
I think the most frustrating aspect is the not knowing how long. I've had one sitting since 12th Jan and even a "we've had a look and it's not a priority case, it will be answered by date X", would be nice.
Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution. |
Ai Shun
153
|
Posted - 2012.01.22 22:47:00 -
[38] - Quote
Telim Tor wrote:Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution.
As long as that included a punishment for frivolous petitions. |
Telim Tor
Eternal Profiteers Eternal Syndicate
1
|
Posted - 2012.01.22 22:51:00 -
[39] - Quote
Ai Shun wrote:Telim Tor wrote:Working for a big company, I think CCP should commit to SLAs for petition processing times and resolution. As long as that included a punishment for frivolous petitions.
Agreed. |
Tacitus venator
DOUBLE IDENTITY Bloodbound.
1
|
Posted - 2012.01.23 00:34:00 -
[40] - Quote
For that to be properly implicated, wouldnt the gm's or ccp have to publish a list of what is deemed "frivolous"?. A person submitting a petition for the first time could get a ban etc for something they did not know was deemed as frivolous. |
|
Ai Shun
177
|
Posted - 2012.01.23 00:38:00 -
[41] - Quote
Perhaps, but once you publish a list you lock it down. A definition should be good enough. I like the idea of a SLA type scenario, but I also do not want to see petitions like: "Would you /dance for me and my friends?" or "What music do you like?" And yes, I've seen cranial/rectal inverted fools waste GM time in other games with that type of petition. And then complain when their "real" petitions are delayed.
So it should be a petition that deals with a game related issue. Can you think of a petition related to the game that would be frivolous? (It's after lunch and my brain is feeling a bit fried) |
Azro Zora
The Hatchery Team Liquid
2
|
Posted - 2012.01.24 11:40:00 -
[42] - Quote
to bring up the topic again: whats the current state of the petition queue?
Mine is now over 10 days old and there isnt even a one-line response like "we are very bussy atm and wont forget you - hold on". im working in it-tech support myself so i can totaly understand that things take longer. totaly fine with me.
what i cant understand is that there is absolutly NO feedback and the situation. the last GM response on the topic is 20days old. hollidays are over for weeks now. so how are you doing? user just want to feel aknowledged when things take longer than you would excpect.
greetings |
Tacitus venator
DOUBLE IDENTITY Bloodbound.
1
|
Posted - 2012.01.25 01:15:00 -
[43] - Quote
Been almost a week now since i filled my "gameplay" petition.. still no reply, not even "sorry dude, we are swamped right now, we'll get back to ya".. |
|
|
|
Pages: 1 2 :: [one page] |