i've had exactly the same

i wrote a ticket saying i entered my retail key and am unable to get my preorder items including access to my joined trill , heres my response

Greetings, You will receive special items when you activate your retail key, on or after Feb 2, 2010. This includes the Joined Trill. The pre-order key only grants you access to the head start. If after you enter your retail key you still do not have your pre-order incentive items, please contact Billing Support so that they may look into it further (http://startrekonline.com/support). Thank you for playing!

this was a ticket submited after the 2nd and after entering my retail key :X


oh and btw steer clear of the phone number it's a total utter con

you wait 10-12 minutes of it saying your call will be answered while paying to be on a premiun rate call line then it says all our lines are busy and cuts you off.

like it didn't know all the lines were busy 10 minutes before