Lt. Commander
Join Date: Dec 2007
Posts: 120
I submitted a ticket approximatly 36 hours ago about ship equipment disappearing when I finished an away mission and beamed up to my ship. No response, and from the bug forum I see that I am not the only person who has had this problem, submitted a ticket, and received no response.

Thanks, Cryptic for the great support.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 2
02-04-2010, 08:06 AM
I'm sure they are swamped and will get to you.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 3
02-04-2010, 08:07 AM
That's not typical of MMOs ... Blizzard had a descent support and GMs to ensure everyone will be served ... I opened several BUG reports since the opening, and NO ONE ever took a look at them ... Some are show stoppers but ... Who cares ... They had to fix the HUGE bug that /powerhue command was ...

Like I said ... I hopefully have not registered my retail key yet ...
But I'll have to find someone who don't know Cryptic to be able to sell the key ...
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 4
02-05-2010, 04:32 PM
By this evening my ticket will have been sitting in the GM in-box for three days. That is some real good GM support we have here in STO.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 5
02-05-2010, 04:33 PM
I'm sure they only have 10k+ tickets at the moment.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 6
02-05-2010, 04:49 PM
Yeah I am still waiting on a reply to my ticket for missing ship gear as well. I don't even care about all those disappearing it's the Red Matter device and Automated Turret that I'm trying to get back.

I am sure they are overwhelmed and if it take s a week it takes a week I just want to know if they CAN get them back or if I should just reroll the toon... then again what if it happens again. Ugh.

Looking around it appears average reply time is a week. I just wonder if anyone has any good CS stories to share, not just doom and gloom ones?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 7
02-05-2010, 04:53 PM
took them 36 hours to close my ticket...it was unsolved, sure, but they said it was resolved...i guess resoliving it means they close it....resolved on their end i suppose
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 8
02-05-2010, 04:55 PM
What do you expect them to reply? "We understand the issue and will look into it." Even if they restore your items the issue could get bugged again and then you need to submit another ticket for stuff you lost. I'm sure they are writing it down in a QA list and will be working on a permanent fix rather than "Replacing this guys equipment he could buy the equivalent of from the vendor"
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 9 Sorry for the delay
02-05-2010, 05:43 PM
Hi All!

Thanks for bringing this to our attention. I am not going to make excuses on this. Basically CS is reacting to the influx of tickets as best as we can. Just like we are adding new servers to support the player base I too am adding resources to CS to respond to tickets faster than we are currently doing.

Could we improve the reponse time? Certainly. Are we going to get better at responding to tickets? It is my mission to improve this.

This is one reason why I am responding to this post very quickly to say I am working on it.

If you have lost items that you had previously such as the items you received with your retail key CS can restore these items for you.

Thanks

Phil

Director of CS
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 10
02-05-2010, 06:00 PM
Quote:
Originally Posted by GM_Marauder
Hi All!

Thanks for bringing this to our attention. I am not going to make excuses on this. Basically CS is reacting to the influx of tickets as best as we can. Just like we are adding new servers to support the player base I too am adding resources to CS to respond to tickets faster than we are currently doing.

Could we improve the reponse time? Certainly. Are we going to get better at responding to tickets? It is my mission to improve this.

This is one reason why I am responding to this post very quickly to say I am working on it.

If you have lost items that you had previously such as the items you received with your retail key CS can restore these items for you.

Thanks

Phil

Director of CS
I am still missing pre-order items like the Red Matter capacitor. By the time you get around to responding to my ticket and fixing this the item will likely be useless to me.
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 03:47 PM.