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Worst customer support.
DeathOnWings
Member Posts: 16
I have played EvE since late 05 and alot of other mmorpg since that time. And now its the firist time that i ever had to use the petition system to get some help from a GM due to my two jump clones merged when the server went down this sunday and in a result of that my crystal clone and my slave clone where scatterd betwen two clones and some implants disapeard.
I have now waited 3 days for a respons on this issue im having and still not a singel sign of life from the GM.
Is this normal?
Have played many mmorpg and im used to wait 24-48 houers max to get some help with the issues im having but this is just sick, and there is no phone numbere what so ever if you wanted to get in tutch with ccp.
Any one else that is used to the EvE petition waiting time that can tell me how long i have to wait to get an answer from a GM?
Comments
Reimbursement petitions are not the highest priority, and I imagine the GMs are pretty swamped atm, what with all the account hacking, not to mention the hundreds of other petitions the server restart generated. Be patient; they'll get to you eventually.
Give me liberty or give me lasers
I've only had to use it twice and both times it was very slow....over three days and neither time was associated w/ any reason for mass petitions. Still, when it was all said and done the issues where resolved fairly and w/ only one responce needed.
So I would say yes.......they will get back to you tho! They will reply to the petition you sent in as if it was an email.
i made some petitions and get answer pretty quick -except one time that marketing was involved- i am happy whit eve support also i never petitioned anything on reimbursement
BestSigEver :P
I only petitoned once about missing skill points when the training queue was introduced, it took CCP almost two weeks to answer (there were many cases like mine) but then I got my SP back. So they will get back to you, but it may take some time.
Played: UO, SWG, TR, WoW, AoC, EvE
Playing:
Interested in: JGE, LotR, TSW
There are many methods how to organize customer support and CCP does not apply 'first come, first served policy'.
There are sensible reasons for not doing so in this case. Instead, there is a mechanism based on priority of damage/response.
As the damage scales down and response time gets less important in order to resolve the issue or prevent further damage, reimburstement tickets are somewhere at the bottom of the priority list. The damage is already done and answering ticket quickly won't help the issue.
Specific reason why you wait so long? My guess would be mission bugs.
That is a very common support ticket(apart from ISK sellers) when someone cannot complete the mission and those tickets sadly gets solved with high priority.
That is resulting in people reimbursting mutli billion losses and suffering of many unpleasant issues to wait until tickets of all those newbs that are stuck at L1 mission waititng for ticket being resolved instead of turning the mission down, get some neglible or no faction loss and issue a reimburstment ticket as other players requesting reimburstment do.
Keep patience and don't wait passively.
Maybe its the high volume of petitions they're getting from the other players. Chances are you arent the only player with that issue. Personally for me when I first started playing I activated my retail code on the wrong account (yeah, I know, retarded). I sent in a petition and it was answered within 24 hours and the issue was resolved within 48.
Playing: EVE Online