Super Moderator
Join Date: Jun 2012
Posts: 2,788
# 511
06-08-2013, 06:42 PM
Quote:
Originally Posted by doctorstegi View Post
So a fleet mate and close friend of mine got his Star Trek Online Account banned after a massive ban wave in the game Neverwinter. As he does for every beta he has played he has been looking for exploits and bugs and did report those as well.
So he got hammered by the ban wave and has yet to get an email about it and how long the ban is. I don't agree either with the ban or with Cryptic absolute terrible customer support. After 2 weeks patiently waiting for an answer for a ticket he received an automate email from Cryptic which didn't get into any information relevant to the ticket. So with that answer his ticket was closed and if he is not happy he is suppose to open a new one.

So i know for a fact this guy is a paying customer and spent money on Star Trek online and most likely would have done the same in Neverwinter. He is not just a valued asset to our Fleet but as i said a personal friend of mine i know since 20 years. He is a gamer plays alot of different games and has beta tested about 50 times the amount of what cryptic put out on the market. Not did he never got banned anywhere for using and reporting exploits in betas but I personally have never seen such a careless customer support as here with Cryptic. I had my own bad experience about 2 years back but after they switched to PWE i thought Customer Service would have gotten better here. I guess that is the wrong way of thinking.

My question is fairly simple where can he contact somebody who actually takes care of the problem ? The ticket system obviously doesn't work since they get thousands over thousands of tickets ?

My basic questions would be where is your "real" customer support and how can it be reached ?
There is no "special" customer service system everyone goes through the same thing. Your friend can file another ticket with the ticket ID of the other ticket in it to refer back to it or if he can't get on the support site email customerservice@perfectworld.com which goes to the same area.

Unfortunately however, due to the expansion release and other circumstances the wait is a little bit long
Volunteer Community Moderator for the Star Trek Online forums
My views may not represent those of Cryptic Studios or Perfect World Entertainment
If you wish to speak to someone on the community team, file a community support ticket here, as we are not able to respond to PMs regarding moderation inquiries.
Contact: Twitter | Line Messenger: askray113
Ensign
Join Date: Jun 2013
Posts: 2
# 512
06-09-2013, 06:33 AM
Paypal are just about to refund my money also. I've got 19 open claims and since Perfect World haven't responded single one, PayPal are going to find in my favour as a default. Perfect World...do you care that you're about to lose nearly ?200?
Lieutenant
Join Date: May 2013
Posts: 40
# 513
06-09-2013, 12:10 PM
Quote:
Originally Posted by askray View Post

Unfortunately however, due to the expansion release and other circumstances the wait is a little bit long
On the order of months and months and months.

Nearing three months for me, a paying customer to the tune of $500. Should I expect a full year wait?
Career Officer
Join Date: Jun 2012
Posts: 1,679
# 514
06-09-2013, 12:32 PM
Quote:
Originally Posted by malwiz View Post
On the order of months and months and months.

Nearing three months for me, a paying customer to the tune of $500. Should I expect a full year wait?
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:

https://support.perfectworld.com/app/account/overview

You can also update them there.
Ensign
Join Date: Jun 2013
Posts: 2
# 515
06-09-2013, 01:13 PM
Quote:
Originally Posted by syberghost View Post
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:

https://support.perfectworld.com/app/account/overview

You can also update them there.
That's extremely optimistic. Of course, if your account has been banned, you've no way to conventionally submit tickets or to check and update them.

I've had to make a new account to even attempt to get help from the forums!
Super Moderator
Join Date: Jun 2012
Posts: 2,788
# 516
06-09-2013, 03:59 PM
Quote:
Originally Posted by heckimannoyed View Post
That's extremely optimistic. Of course, if your account has been banned, you've no way to conventionally submit tickets or to check and update them.

I've had to make a new account to even attempt to get help from the forums!
You can also e-mail customerservice@perfectworld.com from the email the account is attached too. You should get a response within a week or you can send a reply to see if there is an update
Volunteer Community Moderator for the Star Trek Online forums
My views may not represent those of Cryptic Studios or Perfect World Entertainment
If you wish to speak to someone on the community team, file a community support ticket here, as we are not able to respond to PMs regarding moderation inquiries.
Contact: Twitter | Line Messenger: askray113
Lieutenant
Join Date: May 2013
Posts: 40
# 517
06-09-2013, 06:18 PM
Quote:
Originally Posted by syberghost View Post
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:

https://support.perfectworld.com/app/account/overview

You can also update them there.
No, I got a single response, its still in my inbox as a threaded email conversation, saying that I may be getting long logon queues. After submitting a ticket with an account linkage, problem. So no, spam folder is not an issue, they aren't reading tickets or responding with help. Period.


Quote:
Originally Posted by askray View Post
You can also e-mail customerservice@perfectworld.com from the email the account is attached too. You should get a response within a week or you can send a reply to see if there is an update
That email address is exactly where the ticket submission form sends your 'ticket' which is just a form generated email anyway. And yes, I've asked replied to see if there is a update, and yes I have looked at the 'status' of my ticket on the web site. For the first suggestion, you get a form letter back immediately saying you already have a ticket open. For the second, zero replies, months later.

This post has been edited to remove content which violates the Perfect World Entertainment Community Rules and Policies . ~syberghost

Last edited by syberghost; 06-10-2013 at 08:43 AM.
Ensign
Join Date: Sep 2012
Posts: 15
# 518 PWE is on the ball!
06-10-2013, 07:34 PM


OK, Reader's Digest version:

5/26 - I get an email saying that a new computer had been registered to my account. Which was odd, since I'd done no such thing. I did a trace on the IP that was referenced, and saw that it came from China. I immediately change my password...which was kind of a cluster already, since when I clicked a link someplace for directions to change the password it actually directed me to someplace where there was no option...but anyway, after a bit I manged to get it changed.

I then immediately opened a ticket reporting what certainly appeared to be an account hack. Then I logged onto STO and saw, thankfully, that none of my stuff seemed to be gone. Not that I had a lot of stuff anyway...so I may have just been an undesirable target.

Anyway...time passes and to be honest I kind of forgot about it. But just now, on 6/10, I get an email from PWE tech support informing me that [we are taking this seriously].

Wow. Only a 2-week response window for an apparent account hack. Snappy!

Good thing I didn't have anything worth stealing. Because if I did and it took PWE 2 weeks to respond, I can guarantee it would be the last time I ever spent any money on Zen or subscriptions.
Captain
Join Date: Jan 2013
Posts: 2,360
# 519
06-10-2013, 07:40 PM
2 weeks? Oh my goodness, that's quick! That'd put Flash to shame!
Career Officer
Join Date: Aug 2012
Posts: 61
# 520
06-10-2013, 07:56 PM
Yeah they're really working overtime. There are people who have fallen victim to their new automatic banning features that are still waiting for Cryptic to even acknowledge the problem and reverse the wrongful bans.

They're so on top of this that I'm willing to bet that the effected people are also still being billed.

The bright side is, I bet they've got some ships they'll be adding to the C-Store soon for the Romulans.
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