Response of RAP Reports

[HermenLi]

Hi,

It has become my concern that despite the fact that a week or so may pass after I've reported a player to be "regretfully informed" that the RAP was unable to be reached and the deposit had to be returned. I don't know if it is because of the lack of staff we have within our timezones that fail to read the RAP reports on time however, I am wondering what is the case for the most recent "Regret to inform you unsuccessful attempts" because I've been constantly receiving the same emails and I'm getting zero satisfaction.

[Minoxz]

Hi,

It has become my concern that despite the fact that a week or so may pass after I've reported a player to be "regretfully informed" that the RAP was unable to be reached and the deposit had to be returned. I don't know if it is because of the lack of staff we have within our timezones that fail to read the RAP reports on time however, I am wondering what is the case for the most recent "Regret to inform you unsuccessful attempts" because I've been constantly receiving the same emails and I'm getting zero satisfaction.

Hello,

Unfortunately due to a high amount of tickets, some tickets may not be handled within a time period. And therefore you'll get refunded.
Luckily for you, the ticket will be taken care of though. But it may take some time.

I have received that message a lot as well lately, but as long that ticket will be taken care of some time in the future, I'm fine with it.

[tiGa]

there are lots of trolls/dbags who play hon. i wouldn't be surprised if these guys get +100 people reported on a daily basis. either they hurry through the reports (potentially missing things), or they take their time and deliver the appropriate punishment.

i had a ticket that was successful about a month after i originally reported the person. they'll get whats coming to them eventually!

[Minoxz]

there are lots of trolls/dbags who play hon. i wouldn't be surprised if these guys get +100 people reported on a daily basis. either they hurry through the reports (potentially missing things), or they take their time and deliver the appropriate punishment.

i had a ticket that was successful about a month after i originally reported the person. they'll get whats coming to them eventually!

Exactly. They will get to your ticket eventually. And the person will be justified.

Also, I can ensure you that they receive a lot more than 100+ reports each day.

[MacroHard]

We currently receive in the ballpark of 10 and 100 tickets per hour, depending on time of day and day of week.

While we are resolving the majority of tickets, the unfortunate reality is that we are falling a little more behind every day. We are constantly bringing on new GMs to help keep up with the growth that HON is experiencing. Eventually we will have enough GMs to keep up with current volume and eat into the backlog. In the meanwhile it is extra important to focus on reporting truly guilty players; 40% of our tickets result in innocent decisions and consequently 40% of our time is wasted.

Please note that the system does resurrect older tickets and assigns them to our GMs. While most tickets are handled within a few days, it is not uncommon for some to be looked at a month after they were submitted.