How long should it take get a GM??!?

Ok, I just want to know how long should it take to get a GM after a "Stuck" Petition?

Been waiting for over 2 hours for a response.
72 Month vet, and I have never had an issue like that at any time of the day or night ever!

not looking for a miracle, not wanting something impossible. Just want to finish this TF.

Root cause, a couple playing behind the same router interface clicked the door at the same time, and could not enter the mission. they rebooted there router and there PC ran various commands and went to different zones. No luck.

Now 2 hours later 1/2 the team is gone and we are unable to complete. can some one lend a hand?

Ok, 3 hours now. still waiting...
This will not look good on some ones desk in the morning...

Then again, I wonder if they'll just sweep it under the rug >_>

wow...that is SO unprofessional and uncalled for. I realize that they get busy, but THREE hours???
so sorry Kozz..

Honestly, I've given up entirely on GMs. I remember getting prompt response for emergencies back "in the day," but now... there just isn't that kind of in-game presence anymore.

@Sleepyhead, yes it is 3.5 hours now.

This is really game stopping I think in compensation that the members should all get the bug hunter badge, the full merits, another notice of the well, and the furry-umm Animal pack for free...


Meh Ill be happy if a GM would just log into the mission and auto complete it.

I'd say petition again. Last time I couldnt get a mission to complete, a GM came in 10 minutes

1. Veteran Status doesn't imply any sort of entitlement. As far as GMs are concerned, you are as important as a person that started the game.
2. Bug Hunter is only given to people the devs have considered as finding a gamebreaking bug like exploits.
3. Microtransactions are the domain of marketing and GMs can't give you a free animal pack.
4. TFs fail all the time due to people quitting half way through them and most take it in stride.
5. It is just a game.

If it was just a connection problem with a couple of teammates, then there is nothing the GMs can do about it. If it is an actual bug in the game, then all you should get is the rewards for completing the TF. I have waited days for responses and other times it has taken just a few minutes.

Have you ensured that your email address is accurate and up to date? Have you also been checking it? Occasionally, first point of contact will be made there too.

My last stuck petition didn't get a response for fourteen hours. You're likely better off logging out without quitting the task force and dealing with it in the morning.

You did submit a petition and not a bug report didn't you - they go to different departments and only the first will get a GM response and you must be online for them to assist.
Check the issue on your account and see in it has been updated.

Normally a they will respond with about half an hour but I have seen 90 minute waits before and occasionally down to about 10 minutes.

The time to get a GM varies wildly. I have had them show up in a few minutes and I have had them show up hours later. I have also had them fix the problem while I was offline. Sometimes they attempted a fix but didn't really understand the problem.

It depends on the date and time (more likely to have a full staff at 6:00 pm PST on Friday than 4:00 am PST on Saturday). And it depends on the volume of requests they have in the pipeline when yours is submitted.

I'm sorry you had this problem, but hope it gets resolved soon.

Sorry you've had such a bad experience with GM non response. Don't let it make you want to quit.

I'm also on the team and just came back. We were logged in and I have no evidence in my chat log that my petition (and updates) were ever actioned. No GM contact in game. The issue occurred TEN hours ago now.

Weird. My last GM experience was during a random task force a month or two ago... the last enemy was stuck in the walls somewhere, so we petitioned. After about five minutes I took a bathroom break and came back to see that everyone had agreed to log off at the same time to reset the mission. I was very displeased, but went along anyway. The GM got ahold of us as soon as we logged back on, but since we'd reset the mission, there was nothing we could do. We went through the entire mission again, and lo and behold, the same one guy was missing again. About five minutes after petitioning again, the GM came and fixed it for us.

I was very happy with that GM experience, but the entire rest of the TF my teammates were complaining about how terrible the GMs are. It was their own fault for resetting!

I'm sorry to hear about several hour wait times... I've had them a couple times in the past, but I've also had good response times scattered in... I think it just varies randomly, no real pattern. Tomorrow they might be better.

12 hours, not a response in game... >_> still in the mission.

Dude, I got to be honest. If you're waiting longer then thirty minutes you're just wasting your time. Just restart.

__________________
Currently listening to Jimi Hendrix's Band of Gypsys

I've given up on GMs, really. When I first started playing, then a /stuck petition would generally get a response in a few minutes, but that hasn't happened for ages. Now I usually get the same response as my last petition, (for a Winter Lord spawned on top of my level 5 contact), which is an e-mail a few hours later saying it's being escalated, and then a response a day or two later. The GMs are very nice, but it really isn't much good hearing eighteen hours later that the WL should be clear now -- I already know it is, because eventually I loaded up a level 50 with a few other people, and we cleared it.

I guess they're just very overworked.

@Sleepyhead & @Hydrothermia Correct

Please read before making any judgments.

Quote:

Originally Posted by starphoenix 1. Veteran Status doesn't imply any sort of entitlement. As far as GMs are concerned, you are as important as a person that started the game.

Correct but as stated, Just saying how long I have been playing as a reference to the potential game issues I have seen, /bug (ed) /Petition (ed)

Quote:

Originally Posted by starphoenix 2. Bug Hunter is only given to people the devs have considered as finding a gamebreaking bug like exploits.

IMO This IS game breaking, for any one that would be on the fence about playing this game. We all pay for this game, and for a certain level of support. I do not want to loose any one to any other game because I <3 City.. (and no I in no way expect to get the badge, But I would like it in my collection one day legitimately as of this post @1138 badges) *

Quote:

Originally Posted by starphoenix 3. Microtransactions are the domain of marketing and GMs can't give you a free animal pack.

I was making a funny... >_> I will purchase this as I have every other pack, to support the Community and to encourage additional packs. but this is where most of staff may have been last night thus the lack of response.

Quote:

Originally Posted by starphoenix 4. TFs fail all the time due to people quitting half way through them and most take it in stride.

And God don't I know it... the first team I was on for the STF took over 8 hours and 2 days. I have seen many malformed, and just bad TF's we have what it takes to finish this but are not able to continue with out assistance at this time. **

Quote:

Originally Posted by starphoenix 5. It is just a game. If it was just a connection problem with a couple of teammates, then there is nothing the GMs can do about it. If it is an actual bug in the game, then all you should get is the rewards for completing the TF. I have waited days for responses and other times it has taken just a few minutes.

Indeed, but this is something that now warrants the notice of the Support team and management, some response would have been better than "None"

Quote:

Originally Posted by Largo Sorry you've had such a bad experience with GM non response. Don't let it make you want to quit.

NEVAR! I think City is one of the best MMO's that I have ever played. My main concern is that no one else has an issue like this...

Quote:

Originally Posted by Patteroast I was very happy with that GM experience, but the entire rest of the TF my teammates were complaining about how terrible the GMs are. It was their own fault for resetting! Tomorrow they might be better.

Agreed on both counts, the longest I have ever waited for a GM was about 20-30 minutes, Something fell though the cracks and do not want this to happen to any one else.

Quote:

Originally Posted by Master-Blade You still have not answered whether or not you verified that your e-mail address is correct on file. As mentioned, they sometimes make contact there instead of in-game. Maybe they issued a response e-mail explaining they are not responsible for the issue you are having, and/or they mis-interpreted your issue and escalated it to somebody else, not realizing that you were just sitting there waiting. I do not recommend sending a second /petition. Instead, check your e-mail for a response, and then update the existing petition asking for more help. If there was no e-mail response either, then verify your e-mail address is correct on file and then consider sending a new /petition. Not for nothing, but after the initial 2½ hours, I would have just restarted the TF. With half the team gone, I certainly wouldn't have waited 12 hours.

Quote:

Subject LGTF bug_Honoree Discussion Thread Response (GM-NAME) 02/19/2011 12:34 AM Hello, I have combined all information regarding your issue on this single support ticket. The Customer Support Team will respond to this ticket to provide assistance. Submitting duplicate requests may cause further delay in responding to your issue. Additional submissions regarding the same issue may be closed without response. We will be assisting you on this ticket as soon as possible. Please respond to this ticket if you have any questions, or would like to add any additional details regarding your issue. Regards, GM

It is not for nothing, yes I can and have completed this particular TF in about 50-60min, the point is that we have sent multiple petitions each stating that we are waiting (no more than 3 each atm because we do not want to flood the cue.)

Quote:

Originally Posted by SerialBeggar Are you saying that you can't zone into the mission? I've had that happen to me several times since (I think) Issue-19. Every attempt to zone in gets stalled and eventually says I lost connection to the mapserver. I have also tried restarting the game, rebooting, etc. Travel to other zones are no problem along with interaction with stores at the other zones. Typically the problem is just that mission. If I just wait for the team to complete the mission, I'm ok to get into the next one. If the mission is changed, I can get into the new mission's door too. I haven't tried, but I suspect a mission reset might work too. The only time this has seriously affected me was when it happened at the last mission of a TF. One of my teammates had the problem at the same time. We both eventually gave it up. It was late and we had already held the team up for 20 mins. I didn't mind not getting the TF rewards. It wasn't the first time I lost out on a TF, so meh.

This is indeed the same "BUG".

* number of badges verified on www.badge-hunter.com (TM, USDA approved)

** With just 1 brute and my blaster, we can take down the AV, until another bug appears. but add to that 6 of us (4 +1) an HVAS, Shivan shards, Amy's and completely draining the AV of end and watching with a Mark III, there is an issue here.

ok, and I just want this on the Record as well, this is a support issue, this is no way a reflection of the Dev's or any one particular's ability's, A ball has been dropped I have time to sit and watch that ball to see who picks it up. I am not known to be extreme in my judgment of a GAME or even myself. I have worked in technical support for about 20 years now and currently work on a technical support service desk for a global fortune 100 company. I understand how something like this can happen. I am not mad or upset, I am disappointed that something like this fell though a crack.

I posted this here in hopes that some one would have seen this last night, I know that some of the Dev's have been informed of this thread by friends of mine. (Thank you)

City is a great game, and I am doing this in hopes that it does not happen again to any one.

A couple of observations:

1. Only the person that submitted the petition is gonna get contacted, so others waiting for something to happen are gonna keep waiting.

2. You probably weren't the only players having problems that needed fixing, so the wide variant in waiting time is not surprising.

3. If other people on your team also sent their own petitions, that makes things take longer, cause someone has to process through every one of them. It makes everyone wait longer for help. You sent too many petitions. More than one floods the queue.

4. Past experiences don't equate to what you'll get in the future. You can say "it never took me more than 10 minutes to wait for help" all you want, but those were different days and different circumstances.

5. Unless you were on the last mission of the TF, I doubt they'd auto complete the whole thing for you. I wouldn't have waited any more after people started bailing from your team.

http://boards.cityofheroes.com/showthread.php?p=3495808

Coincidence? Maybe all the GMs were asleep.