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on a side note: ccp closed 5 of my bug reports on the same day whitout fixing any of them (real game bugs not just "gameplay" stuff like this)
so i might have gone on the "black list" so atlest i dont have to take the time to report bugs anymore
Hi!
Unfortunately I had to close a rather large amount of bug reports, which we could not process fully for several months. It seems like your bug reports were included in this mass-close. I am very sorry for this, but unfortunately it had to be done.
For your specific TCU issue: If this is indeed only the case for legacy TCUs + faction Fortizars, then this might be something, which needs to be fixed by hand (not sure if Customer Support have the tools for this). Have you already tried to send a support ticket about it?
Regarding the failure of processing enough bug reports: We are planning to increase the size of our bug hunter team, which is helping us with processing of bug reports. We had some problems with the recruitment process in the last year, which caused a backlog of applications. We should have cleared this backlog quite soon, so that new applications can be processed much faster (no promise, it could still take several months) . If you are interested in joining the volunteer bug hunter team, then feel free to apply at https://volunteers.eveonline.com/ for Bug Hunters / ECAID.
Regards, CCP Habakuk, Senior Quality Assurance Analyst (also liaison for the Bug Hunter team)
I work on a support desk for a living.
Having so many support tickets open unable to be attended to, to the point where you need to mass close them without doing any work to remedy is incredibly poor.
You either need more staff or a complete change of management.
It is indeed quite poor, but it is also very important to make the distinction that these are not support tickets, but bug reports, which have the purpose of informing us about problems, so that we can fix the source of the problem, and not about providing support to the reporter (even though in some cases we are able to give a bit of advice).
"We had too many tickets so we mass closed them" how is this acceptable? What was the reason you "had" to close them? Missing SLAs? Why not admit you had too many and do your best to work through them? Just another reason I've lost faith in CCP as a corporation.
The reason was to be able to better focus on the newer bug reports, which are more likely to be relevant (= more likely to result in an internal defect, which can be fixed), while accepting the fact, that we currently do not have the resources (within CCP, through outsourcers and through our volunteer bug hunters) to go through the full backlog of old reports.
The reason was to be able to better focus on the newer bug reports, which are more likely to be relevant (= more likely to result in an internal defect, which can be fixed), while accepting the fact, that we currently do not have the resources (within CCP, through outsourcers and through our volunteer bug hunters) to go through the full backlog of old reports.
Oh, and if you go to https://www.ccpgames.com/careers, then you will find that we are also hiring QA.