i agree with you there support i horrible one of my ships went missing from my lot of ships it was the exelsior class ship back when it came into the game after it was made a premium ship it disappeared from me and it was my active ship when i contacted them i spent the next 5 or 6 months waiting for a reply and then after they replied to me they asked me what ship was it when did you get it what type of ship it is any way they never replied to that i got sick of them so i gave up i spent a long time waiting and they never cared a single bit and when i have game play problems such as what you are having they said they are working on the problem we will get back to you as soon as possible and was fixed 2 weeks after i asked they really need to get there Customer service to actually help because they dont care what happends to people unless they pay $$$
whats with this game and customer support because a while back i waited 6 months before a reply and in that reply i got asked questions about my ship that went missing more than a year ago and every time after i update my ticket i get told its been set to solved i cant get that ship any more since its a Z store ship now and when i got it it wasn't one it seams i never get a reply from them after months of waiting cant they improve the Customer service
and when i renewed it the didnt reply for several weeks
PW's CSR is no doubt the worst I ever experienced. Like you, it took me 6 months of fighting with them to reimburse an item that was deleted with Season 5. And this year, took 3 months trying to resolve a forum access problem due to some kind of glitch with my ISP.
People say Sony's is the worst, well at least Sony got my problems resolved in a few days.
I understand your pain. My main character was stuck outside of the boundaries of a map for over a month and I couldn't log onto it. I sent in ticket after ticket simply asking for my character to be moved back into the map's normal area. A loooooooong time and many tries later, I got a non-robot response and my character was fixed.
Actually Cryptic's CSR was really good before PW took over. I remember some issues shortly after STO launch and actually chatted with a CS Rep in game and had things fixed within an hour. Probably the best CSR experience I ever had.