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Ticket Responses - Unreadable and Utterly Useless

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I submitted a ticket to Cryptic about a unique situation that our fleet was dealing with. In our fleet, the individual that has all the accesses to make changes has been MIA for months and we want to promote someone else up so we can re-gain full control of the fleet. The individual in question has not been in-game for months and does not answer e-mail, facebook, or other RL forms of communication that they typically had been anwering before. So not something you find under "FAQ" type reading. I submit the ticket in the hopes of getting someone's attention to look into our situation.

First off, the response I get I can't even fully read because the window they put their response into can't be resized and only half of it appears in-game. So if they had something helpful to say, I haven't a clue what it was.

Secondly, what I could make out was I got a form response to go check the FAQ section to solve our problem. Which isn't a problem that can be solve that way. And I had explained that in my ticket request.

Why doesn't Cryptic have a system in place where we can contact customer support and actually get someone that knows what they're doing? Not only did I not get anything helpful in return, I couldn't even read half of what they wrote.

All I'm after is someone's response at Cryptic that can tell me "yes" or "no" we can/can't fix your problem. That's it. Why is that so darn difficult to get?!

Feeling very frustrated right now.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    Regarding ticket responses, have you tried viewing your tickets through the support website?

    http://www.atari.com/support/startrekonline

    Based on previous forum postings I've seen, the GMs do not have the ability to fix this themselves. The "easy" solution is to reform the fleet with new leadership. Unfortunately, it's not very easy at all.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    I did not know that was an option. Thank you. I could actually read the message very clearly. I don't see that listed as an option when they mailed me though, which still makes the in-game screen an issue. If somebody isn't kind enough to point out the website, like you did for me, then you're stuck trying to read half a message.

    As for the issue we're dealing with. It shouldn't be that difficult. They have access to all facets of the game, so getting someone to click a button or retool that area shouldn't be THAT major a deal. Do I think it's really that simple, no, i'm just over exaggerating how simple it should be. Fact of the matter is, my fleetmates and I aren't asking for something that should require alot of staff involvement. It's like any other fix, put it on the "to do" list for somebody, have them get to it in order of when it came in, and fix the issue accordingly. That's all we're really asking for.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    laportej wrote:
    I did not know that was an option. Thank you. I could actually read the message very clearly. I don't see that listed as an option when they mailed me though, which still makes the in-game screen an issue. If somebody isn't kind enough to point out the website, like you did for me, then you're stuck trying to read half a message.

    As for the issue we're dealing with. It shouldn't be that difficult. They have access to all facets of the game, so getting someone to click a button or retool that area shouldn't be THAT major a deal. Do I think it's really that simple, no, i'm just over exaggerating how simple it should be. Fact of the matter is, my fleetmates and I aren't asking for something that should require alot of staff involvement. It's like any other fix, put it on the "to do" list for somebody, have them get to it in order of when it came in, and fix the issue accordingly. That's all we're really asking for.

    Like with most mmo's when it comes down to guilds/fleets GM's tend to say "no" to any types of requests to alter the guild or recoup due to bank looters etc as there is always another side to the story. As devast8tor said, your best option is to just remake the guild.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    I would understand if they said "no" for the very reasons you mentioned. But they haven't even said that much to me. So I continue to wait for a real response...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    Please understand that no member of the support staff will be able to assist you via the forums. Further: We consider your ticket private communication and ask that you do not post these. Each situation is unique, even if you may have gotten a 'canned response' - someone was there who send it to you. GM Tickets cannot be handled by a computer.

    I know that because of the many tickets that were submitted on issues that have since been resolved by the Dev team, many tickets were closed by the GM team with a form letter in which they point out that bugs have been addressed and other good-to-know topics.

    That very letter also states:
    This the information listed here has not addressed your issue, please submit a new help request ticket. We apologize for the inconvenience regarding this issue, and would like to thank you for your patience and for playing Star Trek Online.
    If your problem as such was not addressed (and this possibly was not), please submit a new ticket after checking the FAQ about Fleet issues.

    Please also note however: I am not a GM.
    I do not know if they can help you in any other way. If your fleet leader did not designate a follower after leaving, the GMs cannot simply assign someone. I know users often think that all GMs have super seekrit access and can change whatever they please, but this is not so. Sometimes a No from a GM is the only answer he or she may give you. Not because they hate you, but because that's either policy or the ability limit they have.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    The apparent actual answer is, that they physically cannot.

    I tried a while back, and they said that even if they wanted to, there was no way to do it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    yeah, next time, don't give one person all the power. Set up your fleet permissions so that several officers can do the important tasks, or at least give them permission to promote someone else to the proper rank. That way, if your fleet leader goes AWOL, you won't have this problem again.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    Firix wrote:
    The apparent actual answer is, that they physically cannot.

    I tried a while back, and they said that even if they wanted to, there was no way to do it.

    Thank you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    If your fleet is small enough I would say reform, that will be the only way to gain control.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    If your fleet is small enough I would say reform, that will be the only way to gain control.

    I realize that and we may be forced to do that before too much longer. We obviously have only ourselves to blame in the end because we didn't consider the fact that locking those features into 1 person might create this situation. So we'll figure out how to best move forward on that end.

    My main concern is that the ticket system is not customer service oriented. It isn't user-friendly and I am frustrated that the most I can expect is a "canned response" because they're too busy and didn't actually read my ticket. Being asked to search the FAQs and then re-submit something I have searched the FAQs for (which is another issue in itself) and found nothing for is just irritating.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    My issues with the customer service ticket system were the following.

    It took 7 days to even get a reply and my second ticket was not answered in 10 days. The answer I did get asked to send in my dxdiag file, which was actually attached to the original ticket.

    In any way, I could figure out the problem myself in the end.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    WishStone wrote:
    Please understand that no member of the support staff will be able to assist you via the forums. Further: We consider your ticket private communication and ask that you do not post these. Each situation is unique, even if you may have gotten a 'canned response' - someone was there who send it to you. GM Tickets cannot be handled by a computer.

    I know that because of the many tickets that were submitted on issues that have since been resolved by the Dev team, many tickets were closed by the GM team with a form letter in which they point out that bugs have been addressed and other good-to-know topics.

    That very letter also states:

    If your problem as such was not addressed (and this possibly was not), please submit a new ticket after checking the FAQ about Fleet issues.

    Please also note however: I am not a GM.
    I do not know if they can help you in any other way. If your fleet leader did not designate a follower after leaving, the GMs cannot simply assign someone. I know users often think that all GMs have super seekrit access and can change whatever they please, but this is not so. Sometimes a No from a GM is the only answer he or she may give you. Not because they hate you, but because that's either policy or the ability limit they have.

    The problem is that the GM's don't tell you why they can't assist you. About the issue of disappearing fleetleaders ,there has to be a way for CS to assist us on a case by case basis? CS has access to player information,what they did ingame,how long they have been on or offline,changes made to fleetsetting,etc. Some fleets are now in a weird state,having a body but no head,and are in need of assistance to correct this.The answer of just create a new fleet is the easy way out,and frankly a bit disrespectful to the players.Most people don't want to disband a fleet that they have put so much time and energy (and energy credits...those bank tabs are expensive!) in creating.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    I think the real question here Wishstone is what recourse do we have as players when we feel that CS is consistently failing us?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    STO could implement something like City of..., where a leader who hasn't been on in X amount of days is automatically demoted, and the first person who logs on of the next highest rank becomes the leader...
    This the information listed here has not addressed your issue, please submit a new help request ticket. We apologize for the inconvenience regarding this issue, and would like to thank you for your patience and for playing Star Trek Online.

    "This the information here has not addressed your issue"?? Isn't that supposed to say "IF the information here..."?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    Sharkforce: You are assuming about the tools the GMs have available.
    Different games have different tools for the GMs. Some because of security reasons; some because of limits in the game, some because the game team didn't want CS to change something and didn't make it available.

    In one of the MMOs I worked for as a GM, GMs could not return lost items except in immensely rare cases. (I'm talking: In over one year of working on that MMO, I was able to return less than 10 items to players-rare.) In another, I handed items out to users daily.
    It's simply that games have differences. And when I play another MMO, I would not walk in and demand of the GM staff to do something for me, because I myself have done it in another game. I do not know their procedures, abilities and so forth.


    Ithaqua: Several. Open a new ticket or answer to the one that you replied to. Maybe there was a problem and your attachment was lost; maybe the GM accidently snipped up your ticket with a bunch of similar ones.
    You can also reach out to the Community Team, but we cannot promise you that we can get you processed faster or similar. We will however be able to ask if there is a problem with your tickets (such as not showing up or in the wrong queue) and can get back to you.

    The main one that is not an option is to post it to the forums.

    This is an imaginary tale for the sake of things:
    Timmy loses an item in game. A regular item, nothing from the C-Store.
    The GM tells Timmy that he cannot help him and apologizes.
    Timmy goes to the forums and claims that the item was there, and the GM said he COULD return it but that he WILL NOT because Timmy is a Klingon player.
    At once all other Klingon players will jump up in rage! How DARE the GM say that, how DARE Cryptic do this??! We demand answers and that you help Timmy, give him 4 months free subscription for the insult AND we'll post it on every MMO forum out there!
    ...if you noticed: The GM said no such thing. But because we may not go on the forums and call Timmy a liar, give internal data as proof... we just have to watch it.

    Instead of doing that however, we say: No CS discussions posted.
    Like I said, the above was imaginary and outrageously over the top. But it reflects why we cannot have the discussion on the forums.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    Yo guys know the new Ask Cryptic is up for questions now.
    You could give a brief description of how something like this could be avoided in the future and ask if something like it could be implemented!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    WishStone wrote:
    Sharkforce: You are assuming about the tools the GMs have available.
    Different games have different tools for the GMs. Some because of security reasons; some because of limits in the game, some because the game team didn't want CS to change something and didn't make it available.

    In one of the MMOs I worked for as a GM, GMs could not return lost items except in immensely rare cases. (I'm talking: In over one year of working on that MMO, I was able to return less than 10 items to players-rare.) In another, I handed items out to users daily.
    It's simply that games have differences. And when I play another MMO, I would not walk in and demand of the GM staff to do something for me, because I myself have done it in another game. I do not know their procedures, abilities and so forth.


    Ithaqua: Several. Open a new ticket or answer to the one that you replied to. Maybe there was a problem and your attachment was lost; maybe the GM accidently snipped up your ticket with a bunch of similar ones.
    You can also reach out to the Community Team, but we cannot promise you that we can get you processed faster or similar. We will however be able to ask if there is a problem with your tickets (such as not showing up or in the wrong queue) and can get back to you.

    The main one that is not an option is to post it to the forums.

    This is an imaginary tale for the sake of things:
    Timmy loses an item in game. A regular item, nothing from the C-Store.
    The GM tells Timmy that he cannot help him and apologizes.
    Timmy goes to the forums and claims that the item was there, and the GM said he COULD return it but that he WILL NOT because Timmy is a Klingon player.
    At once all other Klingon players will jump up in rage! How DARE the GM say that, how DARE Cryptic do this??! We demand answers and that you help Timmy, give him 4 months free subscription for the insult AND we'll post it on every MMO forum out there!
    ...if you noticed: The GM said no such thing. But because we may not go on the forums and call Timmy a liar, give internal data as proof... we just have to watch it.

    Instead of doing that however, we say: No CS discussions posted.
    Like I said, the above was imaginary and outrageously over the top. But it reflects why we cannot have the discussion on the forums.

    Well WishStone......StormShade has said on these forums,several times in fact, that he had access to quite a lot of player information if he wanted to,including the how,when and where. The only thing that I assumed was that if he had access to this information,so do others.

    As to your ticket example....a lot if this can be avoided if GM's tell people the reason why they can't help them. Ignorance is the root of all evil....

    As to the disappearing fleetleaders issue.....will you at least think about it?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    WishStone wrote:
    Ithaqua: Several. Open a new ticket or answer to the one that you replied to. Maybe there was a problem and your attachment was lost; maybe the GM accidently snipped up your ticket with a bunch of similar ones.
    You can also reach out to the Community Team, but we cannot promise you that we can get you processed faster or similar. We will however be able to ask if there is a problem with your tickets (such as not showing up or in the wrong queue) and can get back to you.

    The main one that is not an option is to post it to the forums.

    Thank you for your reply. I would like to suggest that the CS team make an effort to update a status on the ticket instead of it disappearing in to a "black box".
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2011
    WishStone wrote:
    Sharkforce: You are assuming about the tools the GMs have available.
    Different games have different tools for the GMs. Some because of security reasons; some because of limits in the game, some because the game team didn't want CS to change something and didn't make it available.

    In one of the MMOs I worked for as a GM, GMs could not return lost items except in immensely rare cases. (I'm talking: In over one year of working on that MMO, I was able to return less than 10 items to players-rare.) In another, I handed items out to users daily.
    It's simply that games have differences. And when I play another MMO, I would not walk in and demand of the GM staff to do something for me, because I myself have done it in another game. I do not know their procedures, abilities and so forth.


    Ithaqua: Several. Open a new ticket or answer to the one that you replied to. Maybe there was a problem and your attachment was lost; maybe the GM accidently snipped up your ticket with a bunch of similar ones.
    You can also reach out to the Community Team, but we cannot promise you that we can get you processed faster or similar. We will however be able to ask if there is a problem with your tickets (such as not showing up or in the wrong queue) and can get back to you.

    The main one that is not an option is to post it to the forums.

    This is an imaginary tale for the sake of things:
    Timmy loses an item in game. A regular item, nothing from the C-Store.
    The GM tells Timmy that he cannot help him and apologizes.
    Timmy goes to the forums and claims that the item was there, and the GM said he COULD return it but that he WILL NOT because Timmy is a Klingon player.
    At once all other Klingon players will jump up in rage! How DARE the GM say that, how DARE Cryptic do this??! We demand answers and that you help Timmy, give him 4 months free subscription for the insult AND we'll post it on every MMO forum out there!
    ...if you noticed: The GM said no such thing. But because we may not go on the forums and call Timmy a liar, give internal data as proof... we just have to watch it.

    Instead of doing that however, we say: No CS discussions posted.
    Like I said, the above was imaginary and outrageously over the top. But it reflects why we cannot have the discussion on the forums.

    I'm outraged now! We must have justice for Timmy.... Here is a list of our demands....

    KDF Content
    Working B'rel Retrofit
    Klingon themed drops other than food
    Painsticks
    A Klingon Designed Raptor Retrofit (Also for Cruiser too LOL)
    The retirement of the Pi Canis Patrol Federation Captains that are immortal because they have been killed so many times.
    Some Lethean and Gorn themed Melee Weapons
    A Mission to eat Gagh with a Starfleet Captain with high class table manners.
    Find out what kind of Klingon would name their son or daughter Timmy (Could be a girl ROFL)

    If our demands are not met, you will be sent to rura penthe where not even players can visit you because it tells us to go away! ROFL

    Disclaimer: This was just a joke about the Klingon named Timmy who may or may not exist. (keep the fight alive timmy!)
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