Cryptic and Atari, your customer service fails miserably.

I already submitted a ticket for my issue and I followed the directions as stated in this thread prior to this information being posted per the tech support team:

http://forums.startrekonline.com/sho...4&postcount=17

Then I submitted the requested information.......


The response I got back?

"Please submit the requested information"

Seriously?????

I did as was instructed, not to mention in my initial ticket I included details in NO UNCERTAIN terms that it wasn't network and PC related on my end and the in the first response I get, the person asks if I the issue was showing on other machines......../facepalm

THAT MEANS THAT my ticket wasn't actually read and understood or it was read by someone who's first language ISN'T English.

If I state that I have installed the game on at least three different machines, of which there are two different operating systems, and connected to different networks..........and the SAME issue occurs...?

It that really that hard to understand?

That means that it IS NOT end user/hardware related on end. Especially if one of the installs was on a CLEAN OS that in and of itself negates any software conflicts.

I played the game for over a year on the same PC with no issues meaning technical and or related to my machine, going through OS installs, and hardware upgrades.

The issue is with the client, the game and the network we are trying to connect to.

Are the people that work the tickets that lacking in reading comprehension?

How are we not supposed to get annoyed/frustrated, p1$$3d off when our tickets get blatantly ignored/not given the attention that they should if the issue is stated and information related to the error indicates that the issue is beyond our influence and or trouble shooting ability?

Cryptic and Atari are failing at the most important part of maintaining your customer base.......Consistent and Excellent CUSTOMER SERVICE.

I wanted this game to be great.......same with Champions I was sadly disappointed as with many others.

By the way I am now going on 6 weeks of not being able to play. I started the process on getting a refund. Of which Atari is refusing to process it which means I will have to go through my bank. [/quote]

Hey, just a thought here, but before you go off half cocked picard-maneuvering cryptic? Think about the flip side of the table.

You ruled out local issues by failing to log in on three machines, all necessarily in close regional proximity.
YOU ruled out OS based client issues by testing on multiple OS's.
THEY ruled out general client failures, by having several thousand concurrent connections to the server by people who are currently playing the game.

You, good sir, fail.

Check with your ISP and see if they've had any recent changes, like say firewall changes which can happen frequently at ISP's. It could be a geographical situation in your area with weak internet signal strength, packet loss, a weak connection to the OC3 backbone, or a dozen other problems at the dozen other steps between you and cryptic which Cryptic cannot fix, nor take responsibility for.

Until you can prove your issue is Cryptic's doing (by correlating your problem with a reasonable sampling of others, and even that is just circumstantial) even I would say Cryptic has no reason to refund you any more than I have a right to ask for a refund because I haven't used my account in six months because I've been in school.

My recommendation is just take your business elsewhere.... If cryptic are not going to give you acceptable customer support, why continue to do business with them ?

You want to know whats sad, a GM or dev will eventually find this thread and close it giving a cookie cutter reply and tell you to use the support tickets that you are having no joy with instead of give you a human reply and try to help you..... Hell if you are really unlucky you might even get an infraction or warning for posting details about the "customer support" you are having issues with....

Step 1: Take out support ticket.
Step 2: Get told to take out support ticket.

Repeat ad infinitum.

Yes, I am well aware of the "normal" process of closing out tickets that speak negatively of Cryptic and or Atari and I realize the thread will be closed probably by Wishbone and probably be "warned" again, but frankly I don't give a damn any more and I am taking my business else where but first I am getting my money back, however instead of Cryptic/Atari refunding the money, they are going to force me to go the long way so until my account is canceled/banned I am not going to sit and forget about the money I erroneously invested in this game.

Um yeah I tried a different ISP, k thanks for playing.

Hope someone can help!!

Could be something to do with your geographical area maybe? I mean if it was really cryptic, maybe don't you think a ton of people would be complaining already?

Maybe something (firewall, proxy, gateway) in your area is blocking the connection to cryptic. If that's the case, there isn't much cryptic can do to help.

When you try to be a smart*** without being smart, you know what you're left with?

Your ISPs, both of them, are in close geographical vicinity. being able to overturn one aspect of my argument in that you have tested another ISP does not mean that it rules out the various connections from ISP to ISP, and regional service providers to the OC3 backbone, not to mention installer.

Next time, consider that I gain NOTHING from saying anything. Cryptic sure doesn't reward me for the rare case I support them. And Cryptic isn't getting anything since you've already made up your mind so it's not like I'm doing it to save them from having to refund your twenty bucks or whatever you have invested. I made suggestions to help YOU solve YOUR problems, and being a **** with me only encourages me to hope Cryptic keeps your money.

EDIT: Did anyone tell you the link is broken?

Also, producing a flame-baiting OP and insulting GM's will not end well...