Customer support status report - That way madness lies; ALL ABOARD!

Hello everyone.

Here's a (relatively) brief update on the current situation at customer support, for your perusal.

We are currently in the process of switching from our old email based support system to a new system, coded from scratch by our trusty old devs. This operation has been going well, but as you can imagine, there are a few kinks that still need to be ironed out, some foreseen, some not. The new system is still looking very promising and will without a doubt bring on a new Golden Age of customer support, where petition replies will rain upon our players like manna from heaven, possibly before they even send in their petitions. Hooray!

I know that there are a lot of unanswered petitions at the moment and we will, as usual, do our utmost to get this situation under control and return to normal service standards as soon as possible. This will take time, however and we hope we can count on your patience once again, as we struggle to slay the familiarly gargantuan petition queue (sadly, once again numbering thousands of cases) and to implement the new petition system with the aim to provide better and faster service to our customers, who will in the process become better and faster themselves. It’s a win/win situation!

What will change?

All petitions will now be accessible to players ingame, 'Other' category petitions included. This will enable both us and you to use only one interface when dealing with petitions, which should speed up the petition process considerably, as we will not have to switch between applications when investigating complaints, as before. This may not sound important, but when you do it a hundred times a day or so, it adds up, believe me. Last but not least, we will now be able to use the same petition interface to answer your emails as well as ingame petitions, which should speed up our response time even more! VROOM!

You will still be able to email us through our usual support email address (support@eve-online.com), but we recommend using either the ingame petition interface or new website interface as it will result in faster service.

Note that you will also receive our responses to your registered email inbox, so you can follow what is going on with your petitions logged on or through email. Oh, so splendiferously wonderful! Of course, that means you should keep your registered email correct and updated at all times! But you knew that already, right?

Spanking new GMs

On to other GM related news. Not only are we bringing you a brand spanking new petition system, we also have recruited spanking new GMs to help us spank the queues into submission. BAD QUEUE! BAD!

This was of course needed because of the growth of our player base and will also instrumental in this latest effort to bring our service back to the standards we set for ourselves and to keep it there.

Ladies and gentleplayers, I proudly present to you our latest additions to the GM team: GM Markab, GM Fear, GM Panic, GM Mitsurugi, GM Eldini, GM Hokkirass and GM Xamother. These fine Game Masters have all passed basic training and are raring to go. RARING TO GO, I SAID. COME BACK HERE!

Cruel Fate

The Senior Game Masters were of course in need of reinforcement as well, as our constant diet of exotic cocktails and protein delicacies has left us weakened and in dire need of assistance, on so many levels. Enter young GM Fate, who was recently promoted to Senior GM and is currently (and ironically) cursing his fate, as we bully him to do all the work for us. After all, as wise old Senior GM Grimmi so sagely observed: 'He is in fact a Junior Senior GM now.'

That's all from me for now. Thank you for your time and for your patience. We'll get there yet.

GM Arkanon