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Beth'Rha
Posted - 2011.07.26 21:21:00 - [1]
 

Hi guys n girls,

Month ago my second character was stolen along with assets worth 60 or more bills. I wrote a petition and had to wait 15 days for an answer. When a guy from CCP answered i got my char back but again i had to file a petition for my assets stolen. 15 days from then and still nothing...not a single answer from CCP, only a promise they will investigate it. So overall we are looking at a month time doing nothing from CCP side.

Thank you CCP your doing a great job.

After few years of playing i think i do deserve an answer.


thats all

Kalle Demos
Amarr
Helix Protocol
Posted - 2011.07.26 21:37:00 - [2]
 

Why do GMs always respond to me in a day and everyone else a month, dont get me wrong half the replies are inconsistent but they are quick.

Also inb4 locked for ranting / petition whine

FievelGoesPostal
Gallente
Posted - 2011.07.26 21:40:00 - [3]
 

weird...a few months back my account was stolen. CCP froze the character sale withing minutes. I had my character back the next day along with my isk

Beth'Rha
Posted - 2011.07.26 21:41:00 - [4]
 

Hehe they did respond in a few days returning the character to me, but when they had to return the assets it took them a month or so responding nothing...Good job CCP as always


thank you

Beth'Rha
Posted - 2011.07.26 21:44:00 - [5]
 

Maybe its due to B i gave them am as petition degree

Lithalnas
Amarr
Privateers
Privateer Alliance
Posted - 2011.07.26 21:44:00 - [6]
 

Well writeing clearly is a good start to getting things in order. Stolen stuff is usually handled over the long term as CCP want to be sure that they got the right guy. For instance, I could file a petition saying that I noticed just now that my alt Lady Spank is posting on the forums and It is not me. Obviously this isnt true but someone probably has the guile to create such a fable and get it to work.

As for assets, they are usually mostly returned, but not in full. The GMs do the best they can which the tools at their disposal. In other cases like this people usually get a majority of their liquid assets back.

That being said two weeks is about right to get the ball rolling. Not sure what the deal is with assets and chars being handled separately, usually its one whole package.

FievelGoesPostal
Gallente
Posted - 2011.07.26 21:50:00 - [7]
 

the guy that stole my account...firesold everything I had...only got 3.5b for my stuff ...was worth about 6b real market value. ccp just refunded me what he got for the firesale. i didnt petition, though I should have. i was just happy to have my toon back

Beth'Rha
Posted - 2011.07.26 21:52:00 - [8]
 

Please do not post GM correspondence on the forums. Spitfire

Ranger 1
Amarr
Ranger Corp
Posted - 2011.07.26 22:01:00 - [9]
 

1: Don't post GM correspondence.

2: You should probably have given them a rough list of what was missing in your very first petition. It would have saved a lot of time.

Getting your account back is a priority, getting your stuff back is not.

Beth'Rha
Posted - 2011.07.26 22:11:00 - [10]
 

Its important to reply....even tho i forgot my email address they returned the charachter to me and send me the original email address which i forgot btw....clearly it was mine because both characters paid subricption with same credit card. But when it came to giving back the assets stolen i recieved silence only. As i was told this is the usual way CCP work but still as i have no desire to continue playing iam only informing u guys n girls what can happen to you

Misanth
RABBLE RABBLE RABBLE
Posted - 2011.07.26 23:22:00 - [11]
 

If I was GM I'd just ban you for being sheer annoying.

Ammzi
Posted - 2011.07.26 23:37:00 - [12]
 

Originally by: Misanth
If I was GM I'd just ban you for being sheer annoying.

this ...

Xercodo
Amarr
Xovoni Directorate
Posted - 2011.07.26 23:42:00 - [13]
 

Edited by: Xercodo on 26/07/2011 23:45:13
Reimbursement of any kind is always gonna take longer cause they have to go and reset whatever you have done since then

The bigger issue is that all of your assets are part of a play-based economy; by the time you filed the petition you original assets have probably changed hands 5 times or been blown up in some backwater system.

And I'm sure you can understand their hesitation for just checking the back up data base from that day and just inst-copy a brand new version of everything you owned to a station, cause that has the potential to **** with the economy, ESPECIALLY if the theft was faked in the first place.

1) Person A acquires LARGE amounts of assets
2) Person B as friend of Person B "steals" account/char/assets
3) Person A reports stuff stolen/hacked/etc
4) Person A get's reimbursed magical items from no where
5) ???
6) INFINI-PROFIT (and economic hell and break down cause person A just dropped 60 billion of some items into the market)

Edit: I will admit CCP is a bit poor on communication, you should at least be getting an automated response saying they are looking into it so that you at least know you haven't been forgotten about

also telling us at what number of the queue we are in would help us determine what an acceptable amount of time is.

If i get no response for a week but know that I was #200 in line when I first dropped the petition I'd be FAR more understanding

Henry Haphorn
Gallente
Posted - 2011.07.27 05:10:00 - [14]
 

If your assets have been sold through the general market, it's too late to get them back due to the complex web of having to find them and then reimburse the players who bought them (assuming they haven't already used them and accidentally blown them up in the process).

Also, don't expect much in the way of compensation (if any at all). Just be glad you have your character back.

KamikazeBrAzIl
Vera Cruz Alliance
Posted - 2011.07.27 05:16:00 - [15]
 

A lot of tiny and expensive items?

Secure containers bro, secure containers.

Diomedes Calypso
Aetolian Armada
Posted - 2011.07.27 05:29:00 - [16]
 

Originally by: Kalle Demos
Why do GMs always respond to me in a day and everyone else a month, dont get me wrong half the replies are inconsistent but they are quick.

Also inb4 locked for ranting / petition whine


I'd also add that I've contacted customer support about 15 times over 30 months of play and always had a quick response, and everytime but twice been more than happy with the help I recieved.

My first petition was as a 15 day old character who lost both my mission item and my t1 drones due to an emergency reboot. I told them I didn't need my drones replaced (well I was keeping a stiff upper lip or htfu as i've learned to call a stiff upper lip) and low and behold I found not only the mission reset but 5 new drones in my hangar! T1 hobgobs were selling for 12k at the time and 60k was a noticeable amount of change running level 2 missions for isk .

I bought a character from a stolen account(via char bazaar forum rules with supporting chat logs I suppose they had a copy of) and got my couple billion refunded within a day.

Various other mission and training queue things fixed here and there.. a lapsed account etc.

Only things I was disapoitned with were getting hung up from warping on cargo deliverly (which i later found was a natural hazaard getting hung on a structure and needed to learn to cancel warp and move manually away then warp again) and a name change request twice... first on my main with only two weeks training and just having gone full paid account (I really think they should toss a newbie a bone that early in) and with a character I bought that just had four uncapitalized consonants in its name that I thought were poor for the role play immersion environment and even resembled a ccp name but for one consonant.

But, even those were answered promptly and politely even if without the answer I hoped to hear. I have issues with ccp priorities, and policies, but the mod service has been excellent.. polite and quick.. if they have a task that fits within their policies.

60 billion is a lot of isk.. they need to be sure they aren't getting scammed twice and I'm sure they have triage rules of how quickly they can act based on how clearly ip and nic card numbers deviated from normal behaviour paterns, corelation of destination accounts with situations they've already visited etc.

(game play things like mission quirks about an hour)

Florestan Bronstein
24th Imperial Crusade
Posted - 2011.07.27 07:06:00 - [17]
 

Originally by: Diomedes Calypso
Originally by: Kalle Demos
Why do GMs always respond to me in a day and everyone else a month, dont get me wrong half the replies are inconsistent but they are quick.

Also inb4 locked for ranting / petition whine


I'd also add that I've contacted customer support about 15 times over 30 months of play and always had a quick response, and everytime but twice been more than happy with the help I recieved.

when we're already sharing anecdotal stories...

in my experience the only petitions that get answered fast are "stuck" petitions and even then it takes several hours.

everything else takes several days to get a copy-pasted reply that makes me wonder whether anybody did actually read the petition.

Had some (2-3) petitions that were closed without any reply after 2 weeks or so - only got the email that the petition is closed now.

(in contrast in WoW I have written three petitions so far and always had a GM opening a chat with me and helping/discussing the problem within 1-4 hours - so decent customer support is possible)


Beth'Rha
Posted - 2011.07.27 20:41:00 - [18]
 

Well, answer can be yes we will return it or no we wont return it. Anyway ill just inform you how much time does it take to get an answer.

still nothing

One thing i know for sure. If a client of my company have to wait 30 days to get an answer he wouldnt be an client any more.

thats all

Maiia Arlenne
Posted - 2011.07.27 21:51:00 - [19]
 

Originally by: Beth'Rha
Maybe its due to B i gave them am as petition degree


^^^ Well, this makes complete sense to me.

GM Homonoia

Posted - 2011.07.27 23:21:00 - [20]
 

Edited by: GM Homonoia on 27/07/2011 23:23:00
Disclamer: I cannot discuss specific and individual petitions here. I will also not look into any petitions that are being discussed here. I will discuss or provide information about general customer support matters. If you have a specific issue pertaining to yourself, please file a petition.

Response speed: All petitions end up in 1 of 4 categories; Game Play, Billing, Technical or Stuck. Each of these have different GMs working on them and have different reply times, depending on how busy things get. Last year, 2010, the average time that elapsed before a petition received its first reply was 30 hours, except for the Stuck category (which gets all high priority and time sensitive cases that can be handled quickly) which had an average first reply time of 13 minutes.

Current queue status: At the moment are queues are extremely busy. This is a culmination of the latest expansion/patches (which always generates a lot of petitions, even when everything goes smoothly), a lot more active players, a lot of new players, a lot of staff is on vacation, and the fact that we are hiring new GMs as fast as we can, but training them and getting them up to speed simply takes several months at the quickest. This means that our reply times are not as fast as we want them to be. We make sure that the Stuck queue will never suffer from a high load and reply times there should, on average, lie within 15 minutes or so and never longer then an hour. The other queues are, unfortunately taking somewhat longer to attend (especially the Game Play queue; that one tends to suffer the most in these circumstances).

Petitions Statistics 2010: Can be found on our public EVElopedia here. Note that this is a raw, unedited data dump directly from our petition system.

Not-Apsalar
Posted - 2011.07.28 14:53:00 - [21]
 

Originally by: GM Homonoia
Edited by: GM Homonoia on 27/07/2011 23:23:00
Disclamer: I cannot discuss specific and individual petitions here. I will also not look into any petitions that are being discussed here. I will discuss or provide information about general customer support matters. If you have a specific issue pertaining to yourself, please file a petition.

Response speed: All petitions end up in 1 of 4 categories; Game Play, Billing, Technical or Stuck. Each of these have different GMs working on them and have different reply times, depending on how busy things get. Last year, 2010, the average time that elapsed before a petition received its first reply was 30 hours, except for the Stuck category (which gets all high priority and time sensitive cases that can be handled quickly) which had an average first reply time of 13 minutes.

Current queue status: At the moment are queues are extremely busy. This is a culmination of the latest expansion/patches (which always generates a lot of petitions, even when everything goes smoothly), a lot more active players, a lot of new players, a lot of staff is on vacation, and the fact that we are hiring new GMs as fast as we can, but training them and getting them up to speed simply takes several months at the quickest. This means that our reply times are not as fast as we want them to be. We make sure that the Stuck queue will never suffer from a high load and reply times there should, on average, lie within 15 minutes or so and never longer then an hour. The other queues are, unfortunately taking somewhat longer to attend (especially the Game Play queue; that one tends to suffer the most in these circumstances).

Petitions Statistics 2010: Can be found on our public EVElopedia here. Note that this is a raw, unedited data dump directly from our petition system.


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing

GM Homonoia

Posted - 2011.07.28 14:58:00 - [22]
 

Originally by: Not-Apsalar


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing


Nope, we do not hire remote employees. Our training and requirements are simply too high for that. A new GM takes 3 months to train properly at the very least, and that is if they have the option to ask for assistance with the majority of the cases they deal with. Providing that assistance is extremely unpractical when the GM in question is working remotely. Even when a GM is trained in house by our best GMs, it still takes 6 months on average before they are fully up to speed. In short, the type of customer support work a GM does is vastly different from the average customer support job.

Not-Apsalar
Posted - 2011.07.28 15:02:00 - [23]
 

Edited by: Not-Apsalar on 28/07/2011 15:02:38
Originally by: GM Homonoia
Originally by: Not-Apsalar


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing


Nope, we do not hire remote employees. Our training and requirements are simply too high for that. A new GM takes 3 months to train properly at the very least, and that is if they have the option to ask for assistance with the majority of the cases they deal with. Providing that assistance is extremely unpractical when the GM in question is working remotely. Even when a GM is trained in house by our best GMs, it still takes 6 months on average before they are fully up to speed. In short, the type of customer support work a GM does is vastly different from the average customer support job.


Oh, I understand(from exp). Doesn't hurt to ask, of course(and Verant/SOE had remote GMs). Thanks for the reply

Kraven Stark
Caldari
Atavism Industries
Posted - 2011.07.28 15:03:00 - [24]
 

Originally by: GM Homonoia
Originally by: Not-Apsalar


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing


Nope, we do not hire remote employees. Our training and requirements are simply too high for that. A new GM takes 3 months to train properly at the very least, and that is if they have the option to ask for assistance with the majority of the cases they deal with. Providing that assistance is extremely unpractical when the GM in question is working remotely. Even when a GM is trained in house by our best GMs, it still takes 6 months on average before they are fully up to speed. In short, the type of customer support work a GM does is vastly different from the average customer support job.


Lets be real here. It takes 2 and a half months to train the GM to play the game and 2 weeks on how to handle issues.

ChromeStriker
Posted - 2011.07.28 15:05:00 - [25]
 

Originally by: Kraven Stark
Originally by: GM Homonoia
Originally by: Not-Apsalar


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing


Nope, we do not hire remote employees. Our training and requirements are simply too high for that. A new GM takes 3 months to train properly at the very least, and that is if they have the option to ask for assistance with the majority of the cases they deal with. Providing that assistance is extremely unpractical when the GM in question is working remotely. Even when a GM is trained in house by our best GMs, it still takes 6 months on average before they are fully up to speed. In short, the type of customer support work a GM does is vastly different from the average customer support job.


Lets be real here. It takes 2 and a half months to train the GM to play the game and 2 weeks on how to handle issues.


Iv been playing the game for 2 years and i still dont get it all right, so high 5 to the GM's

GM Homonoia

Posted - 2011.07.28 15:07:00 - [26]
 

For those interested, according to this we are looking for talented GMs that have mastered the beautiful Japanese language and we are hiring for both the Shanghai and Reykjavik offices.

Other then that, we are almost always looking for more GMs that have mastered the English language (and preferably either German, Russian or Japanese), have in depth EVE experience, have experience working for customer support (preferably games or MMOs) and are willing to relocate. I know, pretty tall order.

GM Homonoia

Posted - 2011.07.28 15:09:00 - [27]
 

Originally by: Kraven Stark
Originally by: GM Homonoia
Originally by: Not-Apsalar


Hiring for remote work? Was a GM(called a Guide) for EQ for quite a while and I can use a side job Laughing


Nope, we do not hire remote employees. Our training and requirements are simply too high for that. A new GM takes 3 months to train properly at the very least, and that is if they have the option to ask for assistance with the majority of the cases they deal with. Providing that assistance is extremely unpractical when the GM in question is working remotely. Even when a GM is trained in house by our best GMs, it still takes 6 months on average before they are fully up to speed. In short, the type of customer support work a GM does is vastly different from the average customer support job.


Lets be real here. It takes 2 and a half months to train the GM to play the game and 2 weeks on how to handle issues.


Incorrect. The time estimates I provided is assuming the GM in question already has years of EVE experience. Training someone who has no EVE experience is... well... a nightmare. We do have a few GMs with no EVE experience, but those GMs are experts in the field of billing, credit cards, etc; they do not handle game related cases.

Beth'Rha
Posted - 2011.07.28 18:17:00 - [28]
 

Guys please.....this is a thread about GM's NOT responding to player petitions and not about hiring as GM's.

So i got no response today as i didnt for the last 15 days.

If i can just add if GM's only spend 10% on solving players issue as they are spending on forum chat we would all be alot happier.

cheers

Sadayiel
Caldari
Inner Conflict
Posted - 2011.07.28 19:42:00 - [29]
 

Originally by: GM Homonoia
For those interested, according to this we are looking for talented GMs that have mastered the beautiful Japanese language and we are hiring for both the Shanghai and Reykjavik offices.

Other then that, we are almost always looking for more GMs that have mastered the English language (and preferably either German, Russian or Japanese), have in depth EVE experience, have experience working for customer support (preferably games or MMOs) and are willing to relocate. I know, pretty tall order.


If you ever look for someone who can speak spanish then i'm your man, altought my mastery on english it's crappy (and even worse if i start to talk Laughing)

Malken
Celestial Apocalypse
Posted - 2011.07.28 19:46:00 - [30]
 

Originally by: Beth'Rha
Hi guys n girls,

Month ago my second character was stolen along with assets worth 60 or more bills. I wrote a petition and had to wait 15 days for an answer. When a guy from CCP answered i got my char back but again i had to file a petition for my assets stolen. 15 days from then and still nothing...not a single answer from CCP, only a promise they will investigate it. So overall we are looking at a month time doing nothing from CCP side.

Thank you CCP your doing a great job.

After few years of playing i think i do deserve an answer.


thats all


im in a similar position, character went transfered away from one account after i shut down a few years ago and now that i started up its gone missing

CCP- "sorry you have no luck"
atleast im having a discussion with them hoping for some kind of solution on the work i put into the character


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