Star Trek Online

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-   Gameplay Bug Reports (http://sto-forum.perfectworld.com/forumdisplay.php?f=69)
-   -   No Customer Support (http://sto-forum.perfectworld.com/showthread.php?t=568051)

iamkoobi 02-26-2013 10:22 AM

No Customer Support
 
I have submitted many tickets in-game with no response. When I login to support via the website, I get page errors. As a Gold Paying Member, what must I do to get this resolved?

chuckingram 02-26-2013 08:49 PM

I THINK it's been this way for a good while. The last ticket I submitted in-game got what could only have been a canned response asking me to explain what I had already tried very hard to be accurate about.

iamkoobi 02-27-2013 07:47 AM

I don't even get canned responses. In fact, my currently open tickets don't even show up. And, I cannot access the support page on the website either once I log in.

pwebranflakes 02-27-2013 07:57 AM

If you are submitting a bug report, you will not get a response. Those now go directly to QA and they read them and investigate -- as such, they dont show up in the"My Tickets" section. If you submit a GM ticket for anything other than reporting another player for something (because we can't let you know what action was taken on another player for their privacy), it should be receiving a response within around 3-4 business days, and it will show up in "My Tickets" once a response is provided. This timeframe can change depending on how many tickets are received as they are answered in the order received. As always, GM tickets can also be submitted at support.perfectworld.com or you can email directly: customerservice@perfectworld.com :)

Cheers,

Brandon =/\=

stashar 02-28-2013 01:00 PM

I submitted a bug report 7 days ago, and updated it 5 days ago (5 business days open so far). Hopefully I get it looked at soon.

I can get into the online support, it only shows tickets I submitted from a couple years ago.

Still no response back on the ticket, and its a game stopper of an issue on one of my characters.

lordmalak1 02-28-2013 01:08 PM

Quote:

Originally Posted by stashar (Post 8364271)
I submitted a bug report 7 days ago, and updated it 5 days ago (5 business days open so far). Hopefully I get it looked at soon.

I can get into the online support, it only shows tickets I submitted from a couple years ago.

Still no response back on the ticket, and its a game stopper of an issue on one of my characters.

E-mail them directly. I've yet to wait longer than 4 days to get a response, and they fix the problem almost immediately.

Weird to say, but if everything in game worked as smoothly as the support guys STO would be the greatest game ever.

monkeybone13 03-02-2013 10:11 PM

Quote:

Originally Posted by pwebranflakes (Post 8338321)
If you are submitting a bug report, you will not get a response. Those now go directly to QA and they read them and investigate -- as such, they dont show up in the"My Tickets" section. If you submit a GM ticket for anything other than reporting another player for something (because we can't let you know what action was taken on another player for their privacy), it should be receiving a response within around 3-4 business days, and it will show up in "My Tickets" once a response is provided. This timeframe can change depending on how many tickets are received as they are answered in the order received. As always, GM tickets can also be submitted at support.perfectworld.com or you can email directly: customerservice@perfectworld.com :)

Cheers,

Brandon =/\=

I call B.S. on this. I submitted a bug report in game (question mark on mini map) about the Tribble of Borg no longer being available in the C-store after purchasing it once back in early November 2012. According to old forum threads, it's been that way since the game went free to play, about a year now. Still isn't fixed. Not even available for purchase for 2 new characters created a couple weeks ago, about 3 months after purchasing one.

Proof about the c-store Tribbles being bugged:
Thread created 03-27-2012 http://sto-forum.perfectworld.com/sh...t=tribble+borg

Thread created 04-27-2012 http://sto-forum.perfectworld.com/sh...t=tribble+borg

Thread created 12-15-2012 http://sto-forum.perfectworld.com/sh...t=tribble+borg Edit: you're aware of it I'm sure, pwebranflakes, considering you closed this thread after I necroed it.

Also, suggesting to use the support website to file a bug report is B.S.

Here is the response I've received when using the support website to file bug reports:

Quote:

Hello,

Thank you for submitting this ticket regarding an in game issue. I apologize for any inconvenience that this issue may have caused. Based on the information you've provided your issue may be the result of a currently unknown game play bug. While we understand you would like us to be able to resolve your issue quickly, some issues require further development from departments outside our control and cannot be resolved by a GM.

With that said, we would like to encourage you to submit a Bug Report, with your findings, directly to our QA team. This may be done by selecting 'Bug Report' from the list of available help options. Do note that Bug Reports are reviewed by members of the QA team, however you will not be able to edit or view any reported bugs. Additionally, Bug Reports do not receive personalized responses.

Please rest assured that our developers work to resolve all bugs as quickly as possible.
Note the final sentence.

This was the response I received for a bug report about the NX-01 replica showing a price of 500 zen for the ship by itself even though I purchased the Enterprise Era bundle pack which includes the ship. The uniforms show up individually as being purchased though but not the ship. Still not fixed. Ticket submitted 12/26/2012, reference #121226-000356
Edit: I do have access to the NX-01 replica light escort but the only way to get it is to click the Claim button while having the Enterprise Era bundle selected in the c-store. It also shows a price of 500 zen at ship requisitions.

Edit: I prefer to use the support website to file bug reports because often times I have screen shots to include to give the Q&A team an idea of the bug and as much info as possible. But they don't seem to care.

haravikk 03-03-2013 03:41 AM

Quote:

Originally Posted by pwebranflakes (Post 8338321)
As always, GM tickets can also be submitted at support.perfectworld.com

Thanks for the e-mail address, but you really should try visiting support.perfectworld.com sometime; if you try to login in order to submit a ticket then every major browser will get stuck in a redirect loop, meaning it's impossible to submit a support ticket through that site.

pwebranflakes 03-03-2013 09:03 AM

Quote:

Originally Posted by haravikk (Post 8409691)
Thanks for the e-mail address, but you really should try visiting support.perfectworld.com sometime; if you try to login in order to submit a ticket then every major browser will get stuck in a redirect loop, meaning it's impossible to submit a support ticket through that site.

It works fine for me, however, there is a known issue that only affects some players, not all, and only some browsers. I'm no programming expert, so I'm not sure of the exact issue and why it only affects some, but, unfortunately it does :(

Feel free to email directly anytime you run into this issue.

Cheers,

Brandon =/\=


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