Go Back   Star Trek Online > Support > Gameplay Bug Reports
Login

Notices

Reply
 
Thread Tools Display Modes
Ensign
Join Date: Jul 2012
Posts: 10
# 1 No Customer Support
02-26-2013, 10:22 AM
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?
Lt. Commander
Join Date: Jul 2012
Posts: 210
# 2
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.
Ensign
Join Date: Jul 2012
Posts: 10
# 3
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.
Former PWE Community Team Lead
Join Date: Jun 2012
Posts: 9,046
# 4
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 =/\=
Brandon "BranFlakes" Felczer | Former Community Team Lead for Perfect World Entertainment
Career Officer
Join Date: Sep 2012
Posts: 2,360
# 5
03-02-2013, 10:11 PM
Quote:
Originally Posted by pwebranflakes View Post
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.
Self Portrait

Last edited by monkeybone13; 03-02-2013 at 10:26 PM.
Commander
Join Date: Sep 2012
Posts: 278
# 6
03-03-2013, 03:41 AM
Quote:
Originally Posted by pwebranflakes View Post
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.
Former PWE Community Team Lead
Join Date: Jun 2012
Posts: 9,046
# 7
03-03-2013, 09:03 AM
Quote:
Originally Posted by haravikk View Post
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 =/\=
Brandon "BranFlakes" Felczer | Former Community Team Lead for Perfect World Entertainment
Ensign
Join Date: Feb 2013
Posts: 4
# 8
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.
Captain
Join Date: Jun 2012
Posts: 3,203
# 9
02-28-2013, 01:08 PM
Quote:
Originally Posted by stashar View Post
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.
KBF Lord MalaK
Awoken Dead

Contact support @ https://support.perfectworld.com/app/ask
to show your displeasure over the stealth mail attachment nerf
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off


All times are GMT -7. The time now is 07:41 AM.