View Single Post
Survivor of Romulus
Join Date: Jun 2012
Posts: 221
# 7
01-17-2013, 07:49 PM
The initial problem is because Ingame I don't get some gold subscription features in one of my new toons/characters. And opened a support ticket to check this issue.

After opening a ticket support, someone said I have a silver account and don't have the rights of the gold subscription features... While I am paying for gold.

After taking screenshots and giving a proof I have an active gold Account, the support team confirmed I have a gold sbscription active (...) but can't give a proper answer about my problem, with a toon without extra slots and other gold account features.

After I requesting a proper and better explanation about the real reason I don't get the extra slots and other features of my gold subscription, the support asked to me to ask to the forum.

Instead of directing me to the correct page with a link, or explain something simple, they sent me to ask in open forum, saying "We can't give a ingame hint!".

This the limit. After spending days checking tickets asking about explanations, they make a lot of confusion about the current state of my subscription, and without explaining in a clear, direct way, giving a simple link or a better explanation, they simple send you to the open forum.

Wait a moment. Gold subscription have the right of some ingame features, because you are paying for this and not working correctly to me.

I asked for help and gived a lot of problems, making confusion, losing days waiting for answer for the support staff after I give the proofs of my gold subscription.

After that, They lost a good opportunity to solve the problem, a lazy way to send to the open forum responsibility to pass a clear and direct information to a consumer, while pays to have a different and a better customer support.

"Ingame hints" is a thing, If you ask how to get more dilithium, how to get more omega or romulan marks, what is a better KDF or FED starship is a thing. Another is asking how to works a gold subscription feature, because this looks not right.

If you are PAYING for the gold subscription, at least you have the right to ask directly to the support team the reason why not work right and get a clear and direct answer. More, you are PAYING for a better support, to explain and get the answers. Is about support of a product, you are paying.



But the support team, using the "ingame hints" excuse, send me to the open forums without give the proper answer, sounding a lazy and discouraging. If it were to have a support by forum, never would have signed the gold subscription, and never opened a ticket about this problem.

Ok, anyone of the forum can give a quickly and better explanation, but truly, cuatela gived a proper answer and pointed the problem: IF the gold feature don't worked right, and the opening of the ticket went to check it out. http://sto-forum.perfectworld.com/images/spacer.png
]

This happened, but now, this don't worth. After created and hit the level 11 of one character, delete and maker another to confirm the problem before opening the ticket with 2 gold subscriptions... :/ With the gold account of my husband and later, with mine.

If tech support can not put this question clearly to the consumer, and has no technical of social ability to find out what is the difficulty of the customer and generate even more stress and headaches, creating confusion, then I have no reason to pay for gold account poor support service and dubious information how works any ingame advantages of the gold subscription.

After the whole problem, this topic is about "If you wish to discuss your feedback with the game community, we encourage you to do so on the official forums".

Alright. My feedback is this: After a poor support, I cancelled gold subscription and the gold of my husband. In two gold subscriptions have the same problems, and after trying to check and find a solution with the support, I am really dissatisfied by the way the support was done, the way that the whole mess had, by the time that was lost, the inability to do a check in a clear and reliable information on the situation of the customer gold subscription, the proper "permission" to give a link, to give a clear and accurate information, to properly orient a costumer in a support is paid, and for this reason have to have a differential and greater care to justify paying of this support.

If the support can't give a proper explanation, can't have permission to explain the features of a paid subscription, while show problems, while the same support looks to my account and say "this is SILVER, not GOLD"...

Truly, I am really tired of all stress.

Better cancel than continue to have problems with a product that does not work properly, has no proper support, where only the other consumers are able to give a better and clearer information than the employee paid can't give because unknow reasons.

And after that, the same suport says "ask to the forums and give your feedback".

My feedback is this: Two Gold subscription cancelled, my opinions and bad experiences with technical support and subscription, and so I tried to check for problems with the subscription were made.

A better, clear and careful explanation can be more effective to check whether the customer is right or wrong, if you have any problem with the product or not. But at the time the procedure has technical flaws and generates stress and problems for consumers, so better stop paying for this or switch to other product.

I respect the dev. team of Crypt, they are hardworking and dedicated, but for a product that has the mark of Star Trek, which has paid options, customer support is really disappointing. And because of this, I take the option of not paying anything more for something that is not working properly.

To me, is better to become silver, get dilithium and spend weeks to take anything from the game instead to pay any dolar. I have no problems to pay and pay well for a good product and a good support. But after this problem with the support, Is better to me to request a better quality paying only when the service become attractive and efficient again.


This post has been edited to remove content which violates the Perfect World Entertainment Community Rules and Policies . ~BranFlakes
PW/Crypt can't make more KDF Content?

Last edited by pwebranflakes; 01-17-2013 at 07:55 PM.