What is the correct course of action to take if customer service repeatedly "hangs up" by resolving an unresolved ticket? After working with CS for over a week to try to resolve an issue regarding my 300 and 700 day veteran rewards by providing numerous pieces of evidence, they seem to have gotten tired of me and "Resolved" my ticket without actually fixing the problem.
I have attempted to open new tickets and even took screen shots of my character logs showing that the customer service records were incorrect, but they now are just "Resolving" my tickets without even acknowledging or addressing the contents.
Is there an address I can write a real letter to? Is there any way to register my displeasure with my customer service experience? Has anyone else had to go through something similar to this? I recognize that these folks must be super busy after the F2P launch, but I feel very put out by my treatment, and would like to know the appropriate course of action that I should take.
Thank you in advance for any advice or support. This has been an extremely frustrating experience and I am trying my best to work through it with a cool head, but as you might imagine it's been a challenge.
Send a message to PWE_BranFlakes... he's our community rep guy, so perhaps he can help out actually getting the issue resolved... going to BBB will do nothing to get you what you want on an online game, and the nice feeling itll give you to report Cryptic will only last so long
BTW, what is the issue with the veteran rewards? maybe others here are having the same issue and can help out as well
Remember, no moderator or community manager (ie brandon) can/will answer to PM's.
As such, if you have an official complaint about a ticket you think didn't get resolved properly, submit another ticket (I know i know but it's the only way ) to community issues to let brandon/stormy and the awesome group over there help you
It's ridiculously complicated, but simple at the same time.
I never received my 300 and 700 day character slots, but I didn't realize until a few weeks after the 700 was supposed to appear. When I contacted customer support, they looked at my account and saw that I had five character slots, and said "Looks like you're wrong, you've got all five of your slots."
In actuality, I've had five slots ever since I purchased two character slots on or around July 9th 2011. Unfortunately for me, Customer Support's records indicate that I have never purchased character slots from the C-store. Fortunately, I created my fourth and fifth characters on that day, and I have provided screen shots showing the creation dates of those two characters. I have offered to provide screen shots of my other three currently existing characters, all of which were created well before the day in question. Basically, I can prove that I had (at least) five character slots as of July 9th 2011.
Because character slots only come in packs of two, there are only two ways for a monthly subscribed account to have exactly five character slots:
1) They have received both 300 and 700 day veteran slots but have purchased no slots from the c-store OR
2) They have purchased two slots from the store and have received no veteran reward slots.
Since obviously I hadn't received my 700 day veteran reward by July 9th 2011 (I don't believe the 700 day reward actually existed at that point) - the only possibility is that I purchased slots from the C-store and had not received my 300 day slot (which I should have received approximately six months prior to that date).
Not only did CS records indicate that I had never purchased slots from the C-store, they also initially indicated that the two characters created on July 9th 2011 had actually been created on January 7th 2012 (coincidentally the very day that my 700 day veteran rewards kicked in). In a later post, the customer support rep indicated that only one character was created on July 9th 2011, suggesting that they changed the records for one character but not the other after my initial conversation.
They ended up giving me one character slot (out of the two they owed me) and "resolving" my ticket before I could present the aforementioned screen shots. They might think that's cool, but they basically just told me that they know something is hinky, but they're not willing to admit that I was completely correct.
I know it sounds crazy to get this heated up over a single character slot, but I think that's what makes it so frustrating. Customer support is being very stubborn and hard headed over a purchase whose total is less than half of my monthly subscription fee! I've gone through extraordinary lengths to explain myself and provide evidence, but now I am being told, "Any further tickets regarding this issue will not be responded to."
Remember, no moderator or community manager (ie brandon) can/will answer to PM's.
As such, if you have an official complaint about a ticket you think didn't get resolved properly, submit another ticket (I know i know but it's the only way ) to community issues to let brandon/stormy and the awesome group over there help you
I have done what you suggested and submitted a ticket to community issues. It was closed in the exact same fashion as my other tickets. Customer support is flat out refusing to listen to me. What kind of policy is that? Why is this awesome group not attempting to help me?
In addition, there is another development. I have asked for and received my C-store transaction history. After adding up the credits and subtracting the debits I have found a discrepancy. Not enough to account for a missing character slot purchase, but enough to indicate that there is something not right. My current C-points should be at 473 according to the transaction history. I actually have 412. I'm not sure where the problem is occurring, but the discrepancy in the totals is just another symptom I'm sure.
If you had purchased the slots, how many C points should you have? I see that you say you should have a certain amount (473) according to the transaction history. I'm assuming that is a record from cryptic stating how many points you accrued and how many you spent and what you spent them on. And there, at the bottom of the page, after an entire page of no character slot purchases, it says 473. When you access the cryptic store it currently shows a balance of 412. Things are hinky indeed. Lets say two slots are 200 c points. You would suspect that you would currently only have 273 points and they would owe you 2 veteran slots. A 139 point and 2 slot difference. So in conclusion with the evidence presented so far you have 139 points to many, and are short 2 character slots. You have been given one additional character slot. If you were to purchase two more slots for 200 c points you would be exactly 139 points and one character slot to the good.
That is a BARGAIN!
Or....is it possible there is a confusion between bridge officer slots and character slots? I no longer see an option to purchase 2 character slots, only 4. There is still an option for 2 bridge officer slots. (that is the 200 figure I grabbed) If there's a confusion between the two its likely things are spot on. Add up your bridge officers. Look for a bridge officer transaction. This would explain it and leave you with the 61 point difference to work out.
Hope you find some satisfaction with this it does sound frustrating.
That was a post where Rehpic (dev) was being very helpful to people, explaining to them whether or not their calims to missing slots were valid or not... perhaps PM him pointing to this thread (not supposed to PM devs, blah blah, but never know, might get your issue resolved, Rehpic seems like a cool guy and seems like he has the access to at least see what's potentially wrong)
Or....is it possible there is a confusion between bridge officer slots and character slots? I no longer see an option to purchase 2 character slots, only 4. There is still an option for 2 bridge officer slots. (that is the 200 figure I grabbed) If there's a confusion between the two its likely things are spot on. Add up your bridge officers. Look for a bridge officer transaction. This would explain it and leave you with the 61 point difference to work out.
Hope you find some satisfaction with this it does sound frustrating.
I've never purchased bridge officer slots. I'm sure I bought those 2 character slots because they have had characters in them since July 9th 2011.
I also got customer support to provide me with a list of my characters and their creation dates/times. According to their own list, I created my fifth character on July 9th 2011. The only, ONLY way for me to have had 5 slots on that date would have been for me to buy character slots from the C-store. If I hadn't bought any slots, the maximum number of characters I could have had at that point would have been four. (Assuming that I had actually received my 300 day veteran reward, which I had not).
But they continue to "Resolve" my tickets without comment. "This issue has already been addressed. Further tickets pertaining to this issue will not be responded to." Ridiculous!
Their own records show discrepancy, yet they refuse to even acknowledge that something is wrong.
My only recourse may be the BBB link provided above. Any lawyers out there have a few minutes and want to draft a letter for me addressed to Cryptic support?
Yeah I am having some trouble too. We had a few players empty our fleet account recently - some of them taking items purchased with real cash via the cryptic store. Cryptic has not responded yet to our ticket(s). I kind of want to sue those players for thieving, but not sure whether it is worth the lawyer or not to send the message.
If you play - beware.
They will rip you off. Latest model is to either join a fleet or start their own and recruit you and take all of your stuff.
) to community issues to let brandon/stormy and the awesome group over there help you 
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