Status of Customer Support | EVE Online

Status of Customer Support

2003-09-01 - By GM Regius

Hi all!

This is my first post on the dev blog; I'm head of Customer Support. I want to let you know about the current status of Customer Support as the problems we have had for the last 2 weeks have also had a big impact on our performance. We try to resolve all petitions within couple of hours. Unfortunately the email backlog has grown dramatically over the last week even though we are doing all we can to handle the load. I’m sorry that at the moment the email response time is on average 4 days, which we of course find is unacceptable as we strive to provide good service to you dear valued customer :(

Please accept my deepest apologies for this long response time and be assured that your request is waiting in line and will be handles a.s.a.p. We are also doing all we can to replace lost items due to the problems we have had the past 2 weeks.

I would like to kindly ask everyone to help us at this time of extreme load and not to send in duplicate emails or petitions for the same issue as it will only lengthen the response time for everyone. Also if you have resolved your petition or email to please close it or update it and let us know that you don't need help anymore.

Again accept my apologies and thank you for your understanding and patience. I will keep you updated on this dev blog about what's happening at Customer Support.