Ensign
Join Date: Apr 2013
Posts: 2
# 1 Typical Reply time?
06-09-2013, 08:44 PM
I submitted a ticket on a deleted character on May 21st. Got an auto update on the 30th with generic resolutions that obviously didnt help. Later that same day I updated the ticket, practically begging for help. It is now the 9th of June. Is this typical? I understand the launch of of the expansion and whatnot but if my issue is time related..like can't bring back deleted items/characters yada yada yada after 'X' amount of time, will their lapse in response work against me?
Former PWE Community Team Lead
Join Date: Jun 2012
Posts: 9,046
# 2
06-09-2013, 11:28 PM
Quote:
Originally Posted by kinggivan View Post
I submitted a ticket on a deleted character on May 21st. Got an auto update on the 30th with generic resolutions that obviously didnt help. Later that same day I updated the ticket, practically begging for help. It is now the 9th of June. Is this typical? I understand the launch of of the expansion and whatnot but if my issue is time related..like can't bring back deleted items/characters yada yada yada after 'X' amount of time, will their lapse in response work against me?
It is definitely not typical, no, and I apologize on behalf of the GM team for the increased wait time. There is currently a very high volume of tickets, and the GM team is working as fast as possible to answer them all. They answer tickets in the order received, so if you have not received a response yet, there are tickets ahead of yours.

While I do not work on tickets, I can ensure they are in the right queue. If you can send me a forum PM with your ticket number, I would be more than happy to do that.

Also, we are working on getting additional support so we can decrease the response wait time, so do know that we are aware of this and would like to get back to or typical response times as quickly as possible. Thanks for your continued patience and support.

Cheers,

Brandon =/\=
Brandon "BranFlakes" Felczer | Former Community Team Lead for Perfect World Entertainment
Ensign
Join Date: Jun 2013
Posts: 1
# 3
06-10-2013, 12:13 AM
I'm having the same problem as kinggivan. I'm not waiting as long, only since 1st June.
But in my case all of my 3 characters aren't there because that account linking system from cryptic to perfectworld account seems to have at least one flaw. (For anyone interested, I had to change my @handle when linking the account, but the linking forgot to change my characters @handle it seems, at least a friend told me my characters are still in fleet, and still with my old @handle. So I'm pretty much without any of my characters in STO now).

So I also took your offer and sent you a PM with some hopes .
Empire Veteran
Join Date: Jun 2012
Posts: 87
# 4
06-10-2013, 04:19 AM
Quote:
Originally Posted by pwebranflakes View Post
It is definitely not typical, no, and I apologize on behalf of the GM team for the increased wait time. There is currently a very high volume of tickets, and the GM team is working as fast as possible to answer them all. They answer tickets in the order received, so if you have not received a response yet, there are tickets ahead of yours.

While I do not work on tickets, I can ensure they are in the right queue. If you can send me a forum PM with your ticket number, I would be more than happy to do that.

Also, we are working on getting additional support so we can decrease the response wait time, so do know that we are aware of this and would like to get back to or typical response times as quickly as possible. Thanks for your continued patience and support.

Cheers,

Brandon =/\=
realy not typical? my experince tells other wise i have two ticket open. On opened 91 days ago. the other 18 days ago. neither have been answered.

I am unable to log into the support site from an pc using any browsers. Yet when I report afk gamers or people griefing stf i get answers with in day via email. So I know I am not block the emails.

But it seems my ticket about the missing uniform it from the omega rep which I used dlithium to unlock, which i use zen to buy. Goes unanswer for over 91 days.

I never got my may stippen dispite not getting any double stippen. that also been unanswered for 18 days.

So it seems the avg wait time for user issue is over 91 days.

and block the support site form working is a way to stop us from getting support.

Well it looks like the money I spent with the launch of LOR will be the last I give PWE/cryptic since they clearly do not care about custom support.
Ensign
Join Date: Jul 2012
Posts: 4
# 5
06-11-2013, 02:11 AM
Quote:
Originally Posted by kinggivan View Post
I submitted a ticket on a deleted character on May 21st. Got an auto update on the 30th with generic resolutions that obviously didnt help. Later that same day I updated the ticket, practically begging for help. It is now the 9th of June. Is this typical? I understand the launch of of the expansion and whatnot but if my issue is time related..like can't bring back deleted items/characters yada yada yada after 'X' amount of time, will their lapse in response work against me?
I did the same thing, and they responded with a form email after 3 weeks, and never resolved the issue, but closed the ticket. Considering the amount of money I have shelled out to this company the level of support is staggeringly bad.
Ensign
Join Date: Apr 2013
Posts: 2
# 6
06-21-2013, 07:49 PM
Thank you PWEBran for your assistance, just an update to others who are unfortunately experiencing this same 'relentless' wait time, my situation is still not handled. I did get some more automated replies but no real update and it is now June 21st.
Ensign
Join Date: Jun 2013
Posts: 2
# 7
07-02-2013, 10:57 AM
I am also in a Never ending wait. I put a ticket in on June 13th to get My old Cryptic account and this new PW account linked.

Reference Number 130613-000909

Still have no response still have NO ACCESS to my old char's
Career Officer
Join Date: Oct 2012
Posts: 269
# 8
07-02-2013, 11:03 AM
Quote:
Originally Posted by pwebranflakes View Post
It is definitely not typical, no, and I apologize on behalf of the GM team for the increased wait time. There is currently a very high volume of tickets, and the GM team is working as fast as possible to answer them all. They answer tickets in the order received, so if you have not received a response yet, there are tickets ahead of yours.

While I do not work on tickets, I can ensure they are in the right queue. If you can send me a forum PM with your ticket number, I would be more than happy to do that.

Also, we are working on getting additional support so we can decrease the response wait time, so do know that we are aware of this and would like to get back to or typical response times as quickly as possible. Thanks for your continued patience and support.

Cheers,

Brandon =/\=
I wish I could belive this post.... I really do. However the STO experience says that you get 3 robo replys if you continue to ask you get a warning for spamming or you get banned. So your only option is to sit in silence and wait for something to happen. Based on the promises made to players that have never been fulfilled I am sill a Non-believer in Cryptic.
Career Officer
Join Date: Sep 2012
Posts: 5
# 9
07-02-2013, 06:43 PM
I thought my 9 days with no reply was bad. Guess not after all. This is really bad customer support if this is normal and its looking like it is.

My issue is I built a new computer and now it will not let me back into my account because I do not have the code it asks for that should be in my email but never shows up. I paid for gold on that account for a month and it looks like I wasted my money since I can't play it any more.
Ensign
Join Date: Jun 2013
Posts: 1
# 10
07-04-2013, 10:55 PM
Quote:
Originally Posted by casni27 View Post
I am also in a Never ending wait. I put a ticket in on June 13th to get My old Cryptic account and this new PW account linked.

Reference Number 130613-000909

Still have no response still have NO ACCESS to my old char's
Yeah I've been waiting since the beginning of June to get the same issue resolved. I came back after a long hiatus and wanted to start back up only to find that I have no characters or items due to Perfect World taking over. My linking process pretty much errored out after I created a Perfect World account and now it treats me like a new player with none of my original items from the Steam Digital Deluxe Edition and CE from Amazon. It took them two weeks to send an automated reply and then they closed the ticket. I swear they didn't even read my message.

I've been waiting for just about five weeks total now for a fix. I was excited to get back into the game and spend some money on ships but I am not spending a dime until my items are back. I don't even care about my characters. Each day that passes, however, I find myself starting to care less and less. It's getting to the point where even if they fix my account, I'm not sure that I feel comfortable spending money in a game where it takes this long for a response. I work in call center and do this kind of stuff for a living. If I had to tell my customers that it would take this long before they would get a response/fix, I wouldn't have a job because no one would shop with us anymore. If I ever reach 90+ days for a fix, I can guarantee you that I will not be interested in playing anymore. There's plenty of other MMOs out there.

If issues are taking 90+ days to resolve, then PW needs to reevaluate the scope of their customer service model. Add more reps, add a live chat, add a call center, do *something*. E-mails with auto-replies are not helping anyone. If I take the time to type out a message explaining my issue in detail, do not waste my time with an auto-reply. I expect a message back from a human being.

130615-000193 is my reference number in case anyone from PW sees this and can escalate it.
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