My roommate did receive a response and proper resolution to his support case. The case was filed in May before Legacy of Romulus Launch...he just received a response last week (the second week of August).
That's about 3 months for a Customer Support response, locked out of the game the entire time.
Not sure if his issue was unique in terms of response time, but that's bad by any standard.
Got a response today to my ticket about not being able to claim my store ships, guess what? Complete denial that I had ever purchased them using Cryptic points, Zen or any other cash currency (basically saying I got them in-game on just one character).
The frustrating part is that I even quoted the Paypal transaction numbers that I used to buy the Cryptic points in the first place! Gee, did they just evaporate? Im sure I spent them on something... oh yeah, that's right, I bought some ships! *facepalm*
I had a character that got trapped in an instance during the fed tutorial mission chain at the beginning before the lieutenant promotion. I was stuck for 3-4 weeks, had 4 different tickets that i explained in detail my problem and received only generic responses and responses that proved my ticket wasn't read in full, if at all. I was forced to delete the character. Luckily it was a fresh character but i was still very disappointed with the support.
Yeah, I have to say that I have never received support as sluggish and with the desire to do the bare minimum as I have in this game. Even big box stores will get back to you relatively quickly and with some attempt to remedy the situation. Heck, in every MMO i've been in, a GM will talk to you in game if you wait a few hours.
Cryptic/PWE - I see a growing perception that you don't care. I understand that you get a lot of tickets, but if you focused on fixing the serious bugs, rather than pushing out season after season, of new bugs, you might have happier customers (and less tickets).
I'd just be happy if they jumped on bugs quickly instead of coming out with the umpteenth lock box that you gotta pay to open and get a few worthless coins out of. What's next, the Godzilla Lock Box? At least when Guild Wars 2 started with their locked boxes, they also gave away a few keys free for quest completion and such.
As far as the original topic, yes, the customer service is nothing short of abysmal. And that's from someone who has trained people in customer service. If the people running the support tickets were in one of my classes, they'd be told to do much better or find another line of work.
Is it me, or is there absolutely NO SUPPORT via the Ticket system? I have a few tickets in, most are about two weeks old, and all I get is the generic auto-response.
Have they just given up? As long as the zen flows, all is good?
I've had this issue for the last three weeks and I'm still waiting for any kind of response to my several tickets. I'm not even getting the auto-response anymore. I suspect my tickets are going straight to their spam folder.
As it turns out, that same bug was reported back in Jan 2013 and I'd bet that guy still hasn't seen a fix.
Been playing STO for quite a while now, can say the actual in-game tickets I've never received replies too but when I've submitted tickets via their website I usually get a response within 2 - 3 days. Infact I submitted a ticket on Friday and got a response today - which shocked me being a Sunday! :O
Most annoying stock answer (I get it on every ticket): "Unfortunately, this needs to be further reviewed by our developers. Please keep an eye on the Forums for any update to Star Trek Online. Bug Reports help our developers keep track of players who have had this issue, in case they needs additional fixes. "
KEEP AN EYE ON THE FORUMS??? Really?!?! Why the FRAK should I have to keep watching the plethora of messages on the forums (what, am I supposed to read every single post?!) for an answer? Should't my TICKET GIVE ME THE ANSWER when it's resolved???
I will point out that, on occasion, the problems for which I've opened tickets have been resolved - with no mention on my ticket at all, and nothing that I could find on the forum. When that happens, I quickly close the ticket for fear that someone will go in and start poking around and screw it up again ... or worse!