Captain
Join Date: Aug 2012
Posts: 601
# 621
07-24-2013, 05:16 PM
Pfft... at least you got a response to a ticket. Not everyone is so fortunate.
Career Officer
Join Date: Aug 2012
Posts: 74
ok, I just have to laugh at this.

I just received a response for a ticket I put in.

The ticket was generated on 6/28.. and I got a response today just shy of a month later. The thing that made me almost fall of the chair was it was a form response... meaning they didn't even look at the ticket, they just sent a general response. And of course all the GENERAL issue stuff has nothing to do with the ticket I submitted.


To answer some of the standard questions. I am a lifetime member, I have spent hundreds of $$ on this game. So it can't be because my account is back burner like some of the F2P people.

Funny thing.... I am not pissed.. Just surprised and disappointed.

and before all the white knights jump up defending it. Taking 30 days to respond to a gold/VIP ticket and then not addressing the issue at all is not acceptable business practices.

I rate my ticket Gold/VIP because of the lifetime investment, and consent revenue stream spent into the game. I am SURE they rate all accounts ( they would be dumb not to )
Stonewall@LordHarconan

Lifetime Member
Vice Admiral of the Omega Family Fleet
(228 members and growing)
Captain
Join Date: Apr 2013
Posts: 989
# 623
07-25-2013, 11:45 AM
This is the reason why I haven't bought a life subscription and why I won't subscribe. It's also the reason why I will most likely stop spending any zen all together (not even change it on the exchange). Bad service doesn't deserve money. End of line.
http://sto-forum.perfectworld.com/image.php?u=91863067000&type=sigpic&dateline=13687  91708
http://www.srs-fleet.net/
Lieutenant
Join Date: Jun 2012
Posts: 71
# 624
07-25-2013, 12:12 PM
why would you even bother with customer support from what I can tell it doesn't actually exist.

All that runs customer support is an automated BOT program that just says "blah blah blah everything is working as intended"
Commander
Join Date: Aug 2012
Posts: 344
# 625 Cryptic has some nerve!
07-25-2013, 01:41 PM
I had a problem with a fleet ship purchase. I ended up with a different ship then I selected. So I submitted a ticket and now 10 days later I have yet to receive a response. All in the while I keep getting emails from PWE in regards to buy this, buy that, almost one every day or so. I find it insulting all while they have yet to respond to my support ticket they keep sending me emails advertising more things to buy. I already bought 4 fleet modules and didn't receive what I paid for, so why would I spend any more money?

While I understand the newsletter emails are automated, its still the principal of the point.
I am also a gold subscriber, I thought gold members get priority in regards to support tickets. I could be wrong though.

Ticket #130713-001352
Captain
Join Date: Jul 2012
Posts: 3,291
# 626
07-25-2013, 01:44 PM
Quote:
Originally Posted by vamank View Post
I had a problem with a fleet ship purchase. I ended up with a different ship then I selected. So I submitted a ticket and now 10 days later I have yet to receive a response. All in the while I keep getting emails from PWE in regards to buy this, buy that, almost one every day or so. I find it insulting all while they have yet to respond to my support ticket they keep sending me emails advertising more things to buy. I already bought 4 fleet modules and didn't receive what I paid for, so why would I spend any more money?

While I understand the newsletter emails are automated, its still the principal of the point.
I am also a gold subscriber, I thought gold members get priority in regards to support tickets. I could be wrong though.

Ticket #130713-001352

1/automated.
2/You have priority, but considering some have an answer 1month after submiting a ticket, and it's an automated mail, it doesn't mean it's quick

Yes, the STO support is a shame. I think we can pretty much say they don't have any.
Captain
Join Date: Jul 2012
Posts: 5,512
# 627
07-25-2013, 01:55 PM
Quote:
Originally Posted by erei1 View Post
Yes, the STO support is a shame. I think we can pretty much say they don't have any.
It's still far better than what SW:TOR has. I sent in a ticket it the day the game launched and they still haven't responded to it.
Lt. Commander
Join Date: Oct 2012
Posts: 203
# 628
07-25-2013, 01:58 PM
I did the EXACTLY same thing over two weeks ago regarding purchasing the wrong ship (I wasn't paying attention, I bought the Recon Vesta when I wanted the Armitage...).

Still no reply. Or no acknowledgement that I sent in the ticket.
Survivor of Romulus
Join Date: Jun 2012
Posts: 2,984
# 629
07-25-2013, 02:01 PM
Quote:
Originally Posted by sopwithsnipe View Post
It's still far better than what SW:TOR has. I sent in a ticket it the day the game launched and they still haven't responded to it.
In SWTOR he could have simply right clicked on the item and gotten his credits back.
The Foundry Roundtable live Wednesdays at 7:30PM EST/4:30PM PST on twitch.tv/thefoundryroundtable
Forum Logic dictates that if the devs don't do what a poster wants, they therefor actively hate what that poster is advocating for.
Forum Logic =/= Real Logic
Captain
Join Date: Apr 2013
Posts: 989
Dear Cryptic

I am feeling more and more disrespected as customer. Feedback from the forums indicates that I am not alone and this is a more widespread systemic issue. The following points have contributed to this:

- ignoring customer tickets
- closing of customer tickets that weren't solved
- ignoring tickets of paying players (some spent thousands on this game)
- ignoring major bugs in the game (e.g. Hive)
- giving no update whatsoever if some things are actually bugs or "working as intended"
- making stealth updates to the game that were not communicated at all (the latest being a major change to EC game mechanics)

You have created a great game. A game I love playing. At the same time I feel very much disrespected and don't feel like this is the way I want to be treated as a customer. In consequence I will refrain from any of the following actions:

- buying Zen
- exchanging dill for Zen on the exchange
- spending any of the remaining Zen I have
- buying items on the exchange that required someone to spend Zen to acquire them in the first place

I will continue to do so as long as this attitude of ignorance and carelessness is part of the way you communicate with us.

Regards
A disappointed player
http://sto-forum.perfectworld.com/image.php?u=91863067000&type=sigpic&dateline=13687  91708
http://www.srs-fleet.net/
Closed Thread

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 08:33 AM.