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blankseplocked [ISSUE] - Petition Response Times need Service Level Agreements
 
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Funky Feeling
Interstellar eXodus
BricK sQuAD.
Posted - 2009.06.13 15:21:00 - [1]
 

I cannot tell you the number of times that I or my corpmates have launched a petition over something we consider important and not received even an initial response for a GM for close to a week and most times longer than a week.

I am not suggest they have to solve the problem in 24 hours but there are plenty of businesses in this world that at least reply to their customers or acknowledge (and not with an auto-reply script) that the communication was received and they are working on and have an eta.

I really think that ccp needs to take a look at their petition process and establish some SLAs around their communciation responses because this is absolutely horrifyingly terrible customer service I'm seeing in the last 6 months or more.

Drake Draconis
Minmatar
Shadow Cadre
Shadow Confederation
Posted - 2009.06.13 15:24:00 - [2]
 

Edited by: Drake Draconis on 13/06/2009 15:25:15
Not supported...

Every petition I've filed was answered in 48 hours or less.

RedSplat
Posted - 2009.06.13 15:54:00 - [3]
 

Edited by: RedSplat on 13/06/2009 15:55:26
Originally by: Drake Draconis
Edited by: Drake Draconis on 13/06/2009 15:25:15
Not supported...

Every petition I've filed was answered in 48 hours or less.



Then you are in a minority.

I am very happy to say that so am i, all the petitions i have filed have always been adressed within 2 business days.

May i ask what category they were filed under?

Some types of petition are allocated far more of the workforces time than others leading to at times extreme delays before they are looked at let alone dealt with.

In particular petitions concerning Macro use and RMT receive what would appear to have an exceedingly long turnaround; whether due to volume or low allocation of resources who can say...

Further as past (some very recent) events have shown, the petitions system is far from ideal with a number being lost or simply not addressed beyond being assigned to someone; the multiple petitions regarding the bug that made the Moon Mining exploit possible spring to mind.

Edit: Something to bear in mind is that EVE is expanding rather quicker than it has in the past. More new player abusing the petitions system unwillingly or otherwise causes issues.

Herschel Yamamoto
Agent-Orange
Nabaal Syndicate
Posted - 2009.06.13 16:53:00 - [4]
 

The only petitions I've ever gotten decent reply times on are isk spammers, which usually get processed inside 10 minutes. I put in one for close to a week of skill training once, it took like 9 days to even hear back, and around two weeks to resolve it. It's not as bad as some - I've heard of someone who took 3 years to get a T2 BPO back - but it's a while longer than anyone should have to wait. Shortening the queues would be excellent, but even an automated "This has been received, you can expect a response in about x days" would be helpful.

I like'cake
Posted - 2009.06.13 17:05:00 - [5]
 

Less then 48 hours Drake is amazing you are a lucky guy. I have waited 3 weeks before to hear back about lost implants, then another week to get them back not once but for two sets of implants after botched clone jumps. Four weeks without your set of +4's is a long time, and sure I could just use other clones and put implants in them but I use those clones for combat implants.

Drake Draconis
Minmatar
Shadow Cadre
Shadow Confederation
Posted - 2009.06.13 17:12:00 - [6]
 

/me shrugs

Luck has nothing to do with it... I just approach problems a little differently.

But I have serious doubts about the prolonged response times... and no I do not work for CCP nor do I worship them... I'd have done alot of things already... like fixing the graphics scar/hole/disgrace on the Maelstrom battleship...the misaligned engine graphic on the prowler....etc..etc...


I just accept the fact they are very busy and have much to do... I'm content giving them a week at most.

Fille Balle
Ballbreakers R us

Posted - 2009.06.14 19:02:00 - [7]
 

Supprting a thread full of high quality DD trolling!

Come on DD, troll some more. Tell us what SLA means and how we don't have a clue. Oh no, actually, just tell us that we don't have a clue, and that you work with it all the time, and that you know so much more about it without telling us what you know about it.

Dragon Greg
Posted - 2009.06.14 23:02:00 - [8]
 

Edited by: Dragon Greg on 14/06/2009 23:02:11
Heh,

why not add priority support at a $5 charge per ticket, or for a plex to drive those prices up even more

Twisted Evil

Herschel Yamamoto
Agent-Orange
Nabaal Syndicate
Posted - 2009.06.14 23:04:00 - [9]
 

Originally by: Dragon Greg
Edited by: Dragon Greg on 14/06/2009 23:02:11
Heh,

why not add priority support at a $5 charge per ticket, or for a plex to drive those prices up even more

Twisted Evil


Don't be giving them ideas, now.

RedSplat
Posted - 2009.06.14 23:09:00 - [10]
 

Originally by: Herschel Yamamoto
Originally by: Dragon Greg
Edited by: Dragon Greg on 14/06/2009 23:02:11
Heh,

why not add priority support at a $5 charge per ticket, or for a plex to drive those prices up even more

Twisted Evil


Don't be giving them ideas, now.


I wouldnt mind penalizing players if thier petition is rejected as being a waste of developer time.

i.e. Something petitioned despite the issue being well documented, with someone asking for somethin contrary to documentation.

10 million isk seems apropriate. Would certainly cutdown on petition spam by people that cant be bothered to research something before they spam petition.

Drake Draconis
Minmatar
Shadow Cadre
Shadow Confederation
Posted - 2009.06.14 23:17:00 - [11]
 

Originally by: RedSplat
Originally by: Herschel Yamamoto
Originally by: Dragon Greg
Edited by: Dragon Greg on 14/06/2009 23:02:11
Heh,

why not add priority support at a $5 charge per ticket, or for a plex to drive those prices up even more

Twisted Evil


Don't be giving them ideas, now.


I wouldnt mind penalizing players if thier petition is rejected as being a waste of developer time.

i.e. Something petitioned despite the issue being well documented, with someone asking for somethin contrary to documentation.

10 million isk seems apropriate. Would certainly cutdown on petition spam by people that cant be bothered to research something before they spam petition.


Your growin on me red :)
This....

Funky Feeling
Interstellar eXodus
BricK sQuAD.
Posted - 2009.06.15 15:47:00 - [12]
 

presently we have one corp member with an outstanding petition regarding contracts that was filed June 10th and no acknowledgement has been received.

I have at least 6 petitions in this toon history with petitions that took over 7 days for a response and some that took upwards of a month to be resolved.. successfully.

I also have at a number of petitions that were answered, a question was asked, I answered and then they auto-closed for lack of response or open too long.

The only time I get a quick response is for a stuck petition. I have yet to 'abuse' the use of this subject to get quicker response on others but its getting pretty tempting.


Deva Blackfire
Viziam

Posted - 2009.06.15 19:28:00 - [13]
 

/signed

Had petition "waiting" for 3 weeks. After 3 weeks GM responded (thx god i checked web site because i got no info in game). I responded, awaiting response. Check website, petition closed, "timed out". Fkn joke tbh.

Random response times, 3 week wait times, useless in-game petition system. All of this needs to be fixed.

Santiago Fahahrri
Gallente
Galactic Geographic
Posted - 2009.06.15 21:03:00 - [14]
 

Edited by: Santiago Fahahrri on 15/06/2009 21:03:56
I've worked in organizations that both provide and demand Service Level agreements and I can tell you that we're not talking about $15 monthly services.

Can anyone name a service in the same price range as Eve that includes Service Level agreements in writing?

Edit: I've never waited more than two days for a petition response.

Funky Feeling
Interstellar eXodus
BricK sQuAD.
Posted - 2009.06.30 20:11:00 - [15]
 

Originally by: Santiago Fahahrri
Edited by: Santiago Fahahrri on 15/06/2009 21:03:56
I've worked in organizations that both provide and demand Service Level agreements and I can tell you that we're not talking about $15 monthly services.

Can anyone name a service in the same price range as Eve that includes Service Level agreements in writing?

Edit: I've never waited more than two days for a petition response.

Oh.. so there is a price level that automatically makes customer service viable? Dude.. you may only pay 15 bucks a month but some of us have 3 and 4 accounts.. and have played since 2003 and 2004. I can tell you this... responding to your customers in a reasonable amount of time is not a strategy successful companies ignore.

There might be a reason that for a long time there was alway over 40k logged in and now I see less than 25k more often than not.

Maxsim Goratiev
Gallente
Imperial Tau Syndicate
POD-SQUAD
Posted - 2009.06.30 22:05:00 - [16]
 

Originally by: Drake Draconis
Edited by: Drake Draconis on 13/06/2009 15:25:15
Not supported...

Every petition I've filed was answered in 48 hours or less.


Same here, out of like 10 petitions i had only 1 where i had to wait "long", don't remember how much, but it was under a week.
I did not encounter any problems. Responce time depends on also how you fill it in.
No support.

Syringe
Incura

Posted - 2009.06.30 22:10:00 - [17]
 

Edited by: Syringe on 30/06/2009 22:10:03
last petition took 6 days. The ones before that were as long if not longer (I think the longest was 8) before they were even looked at. I had a toon with a petition that I submitted in late 2007 that didn't get a reply for more than 4 months (don't know if I ever did, closed the account).

Uronksur Suth
Posted - 2009.06.30 22:15:00 - [18]
 

Originally by: Drake Draconis
Edited by: Drake Draconis on 13/06/2009 15:25:15
Not supported...

Every petition I've filed was answered in 48 hours or less.




hm, same here. I don't think there's a lot that CSM can do about this either. Its kind of a staffing issue at CCP, rather then a game issue Confused


 

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