Lieutenant
Join Date: Jun 2012
Posts: 51
# 11
07-16-2012, 03:05 PM
Quote:
Originally Posted by darthorici View Post
have you tryed twiter to Branflakes ?
I don't do twitter, so no... I hadn't thought of that.

But if some Branflakes follower wants to tap his shoulder via twitter, awesome!
Or they could put his twitter addy here and I can try to do it.


As far as an update, it took 3 days for them to tell me that yes, "they will escalate my ticket."
I guess that's something...
Lieutenant
Join Date: Jun 2012
Posts: 51
# 12
07-16-2012, 03:44 PM
Latest update.
Ecalation happened, but I'm still in the weeds it seems:

"We've reviewed your transaction history and we don't show a record of you purchasing the Koro't'inga ship. Here are the ships we do show..."

THen it lists all my KDF purchases.

"Previously it was possible to purchase ships using alternate currencies, such a Energy Credits. If a ship was bought in this manner, it would useable by the character but not be unlocked for the account. Additionally, if the character who bought the ship dismisses it, would not be able to reclaim it."

I wasn't aware you could buy a cstore ship with energy credits!? Oh wait you can't. It defeats the whole point of trying to have "value-added" ships for real money. Again it appears they are missing the point- I have a console you can ONLY get from a Cstore purchase, so I have PURCHASED the ship via the CSTORE!!!

They close with "I will not be able to unlock the ship on your account, and I am very sorry for any inconvience this may cause."

So I'm back where I started. I replied with this:
Quote:
Reply to CS escalate response:
Thanks for the reply. The problem is, this ship and it's console are NOT purchaseable in the game via Enery Credits or any othre means. It's purely a Cstore purchase FOR the bloody console (Magnetometric Generator.) You cannot buy this ship in any other way than via the Cstore. Feel free to visit the in-game KDF ship vendor to verify this.

I bought all those ships (aside from the B'Rel) AND the one in question around the same time- perhaps all on the same day. I can't recall. The entire point was to get the consoles on the ships. This would have been in the past 4-5months, during a sale.

I'm curious why it seems there is no consideration to a database error. The information about how to acquire the ships is in-game. You can see that I have that console which is ONLY available through purchasing the ship via CSTORE- the in-game ships that do not cost CPoints/Zen do NOT come with consoles.You can see that I've spent a lot of money with your company on ships. You can see that I have a lot of ships. We both can see this ship isn't expensive. I'm just trying to get what I paid for and continue using the store and not feeling like I'm being ripped off. This is not hard to figure out- review what I'm putting forward, go into the game and try to buy a ship that has console without using Cpoints.

Please escalate my ticket to the next level then. Perhaps to a supervisor. Again, I'm happy to be contacted by phone and discuss this matter.
This is really coming to the principal of the matter and what I view as the CS's dismissal of customer issues- or at least MY issue.

It's pretty logical:
  • Customer claims to be missing Item A.
  • We don't show they have purchased Item A.
  • They actively have Item B, which is part of purchasing Item A. No other way to obtain Item B in the game.
  • The only logical explanation, within the rules of the game, is that they did purchase Item A and there is an error within CS/Accounts database.
  • Unlock Item A for customer and apologize for the mix-up.
  • Customer walks away feeling valued, and will likely spend more money in future.

Last edited by framesplicerx; 07-16-2012 at 03:49 PM.
Ensign
Join Date: Jun 2012
Posts: 25
# 13
07-17-2012, 02:18 AM
I was just looking at the ship requisitions to get a Tal'Kyr Support Craft to play around with in The Vault, and it's saying that it's part of the original series bundle, when it's obviously part of the Vulcan D'Kyr Science Vessel purchase. So, it won't let me claim one, even though I have a Vulcan D'Kyr Science Vessel claimed already, and one of my other Starfleet characters owns a Tal'Kyr Support Craft.

Obviously, the Season 6 update that changed the store over to Zen has totally screwed up several of the items in the store.
Rihannsu
Join Date: Jun 2012
Posts: 1,735
# 14
07-17-2012, 02:56 AM
lack of reading comprehension is big on the CS team. I am fluent in 6 languages and i have never seen so much reading fail as in my CS tickets. I often think that the CS team is just having an internal trolling contest.

That being said, if the option for live chat still exists use that, that usually works a lot better.
Joined 06.10
PvP 2010-2011
PvP 2012-2013
Captain
Join Date: Jun 2012
Posts: 6,667
# 15
07-17-2012, 05:57 AM
They don't care... They have your money, so why should they bother fixing a problem for you?

And sadly, I did'n even mean that sarcastically.
My name may say "PWE member", but I will never be.
-NEVER Forget the Screwups and ignorance made towards the people who supported the game through 2011
Don't look silly, don't call it "Zen-Store" - Don't waste devs time, Post proper bug-reports - I don't like Gekos
Survivor of Romulus
Join Date: Jun 2012
Posts: 995
# 16
07-17-2012, 08:42 AM
Quote:
Originally Posted by framesplicerx View Post
In the hopes that Branflakes or someone else of that ilk spots this:

6 Days ago I submitted a ticket as to why the Koro't'inga class KDF ship was no longer listed as AVAILABLE in my Cstore tab on a new KDF character. I purchased the ship a while back amongst many other KDF ships during a sale.
On my lvl50 KDF toon, I have the console that ONLY comes with that ship via c-store purchase sitting in his inventory. BTw, the console is the "Magnetometric Generator".
In the ticket I suggested they look at that toon to verify that I have the console and thus HAD to have purchased the ship.

Interestingly enough, the toon I originally purchased the ship with ALSO sees the Cstore as not having been purchased.

Today, I recieved a reply that was not what it should have been. It simply stated that there was no record of me having purchased the ship so there is nothing that can be done.

Clearly, that's not the outcome I deserve. Here is photo proof why: http://i1105.photobucket.com/albums/...etricProof.jpg

I edited and requested a review of their decision and suggested AGAIN to check the character from the account that was sending in the ticket. WHere they can verify I have the console and thus have the ship. Ergo, there is an error on their end. I also requested that my ticket be escalated to another layer of CS.

So I hope someone from Community or CS spots this and views the image- and subsequently helps me resolve this matter. I am happy to resolve this matter in -game or on the phone if that is somehow helpful.

Thank you.
i had the same thing with br'el sorry we cant prove u payd for it tuff luck.

was a bit miffed at 1st but i only wanted it for pvp so big loss and i just stick to my kar'fi til they make something better
Lieutenant
Join Date: Jun 2012
Posts: 62
# 17
07-17-2012, 09:37 AM
OP, I checked my account and it seems this particular error is not unique to you. I've also purchased the Koro'T'inga in the past. I checked on a toon that had previously claimed the ship and still has the ship in his ship selection outfitted ready to use.

The C-Store now shows it as not unlocked and requiring me to purchase it, despite also saying on the same screen that "You already have this item in your inventory" - displayed just below the ship's picture in the C-Store.

So the game knows I have the ship but wants me to purchase it again? Sounds a lot like a bugged database to me. For what its worth, I /BUGged it #1364434, should someone from Cryptic wish to take a look at the issue.

I took a screenshot, which I could probably post here but I doubt it would achieve anything.
The user formerly known as DogsBody.
Here before PWE (and hopefully) here long after PWE is gone.

What this game needs is PvP, NOT PWE.
Lieutenant
Join Date: Jun 2012
Posts: 51
# 18
07-17-2012, 03:15 PM
Quote:
Originally Posted by naffoffpwe View Post
OP, I checked my account and it seems this particular error is not unique to you. I've also purchased the Koro'T'inga in the past. I checked on a toon that had previously claimed the ship and still has the ship in his ship selection outfitted ready to use.

The C-Store now shows it as not unlocked and requiring me to purchase it, despite also saying on the same screen that "You already have this item in your inventory" - displayed just below the ship's picture in the C-Store.

So the game knows I have the ship but wants me to purchase it again? Sounds a lot like a bugged database to me. For what its worth, I /BUGged it #1364434, should someone from Cryptic wish to take a look at the issue.

I took a screenshot, which I could probably post here but I doubt it would achieve anything.
If I were you, I'd submit a ticket in game. I just had my issue resolved last night!

It wasn't exactly the outcome I want, mostly because they turn-ed their nose up at having an error on their end. The wording was along the lines of:
"I've talked with my supervisor and reviewed the ticket with him. We do not show a purchase made by you on this ship, and we have no reason to assume a database error occurred. However, as a token of good faith, we have credited your Zen balance by 1000. This is the exact cost of the koro't'inga ship."

So in the end, I got my ship "back" and I can move on from this issue.
All this considered, and the fact that it took nearly 12 days from initial ticket submission... I'd still suggest you put in a ticket, and create a new forum post. Keep escalating when you hit a road-block. They told me they couldn't help me 4 times before I finally some kind of movement with them.
I'm pleased with the outcome, just miffed at the process to get what I paid for.

Last edited by framesplicerx; 07-17-2012 at 03:18 PM.
Ensign
Join Date: Jul 2012
Posts: 2
# 19
07-18-2012, 12:55 AM
Quote:
Originally Posted by kevlintallfellow View Post
I was just looking at the ship requisitions to get a Tal'Kyr Support Craft to play around with in The Vault, and it's saying that it's part of the original series bundle, when it's obviously part of the Vulcan D'Kyr Science Vessel purchase. So, it won't let me claim one, even though I have a Vulcan D'Kyr Science Vessel claimed already, and one of my other Starfleet characters owns a Tal'Kyr Support Craft.

Obviously, the Season 6 update that changed the store over to Zen has totally screwed up several of the items in the store.

Agreed, i just purchased the d'kyr myself about 20 minutes ago. same problem. at first i thought it was me, but now i know better. season six is a bust! i really hope they fix this soon, between the exchange going on the fritz and people's requisitions not being recorded, this may be STO's last season.
Captain
Join Date: Jun 2012
Posts: 1,241
# 20
07-18-2012, 04:43 AM
""Previously it was possible to purchase ships using alternate currencies, such a Energy Credits. If a ship was bought in this manner, it would useable by the character but not be unlocked for the account. Additionally, if the character who bought the ship dismisses it, would not be able to reclaim it.""

That is bull**** actually. Pre-F2P when you purchased the Nebula Tier 3 you unlocked it in all characters in the account. I had three fed characters flying nebulas this way. When the cstore begun to be the sole focus of the dev efforts we were told the already unlocked ships would remain account wide....and lo and behold that promise was broken as hard as the game was.


In any case,

OP here's what you need to do:

Gather all written communications between you and the CSR team. Get your screenshots.

If you paid for cpoints at any point in time, find those transaction in your credit card statement. It must add up to the cpoint cost of the ship.

Then simply submit a dispute with your credit card company. That gives Cryptic/PWE literally 30 days to either get that crap fixed or refund the money. It costs the companies a lot more to solve a dispute than it costs them to refund the money so usually they will try to get it right or else they'll end up fighting the credit card company not you.

As long as you have your documentation you're fine.
http://media.tumblr.com/160cacdb395f8340dac90864182ebe16/tumblr_inline_mx9yxhItkb1qg9pkt.jpg
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