My friend and I got around a sector block wall and flew out for a while... then our games crashed. Every time we try to log onto those characters, our games crash. So I sent a "Unable to load character/cannot change maps" help thing in with the character name. A day later, I get this totally unhelpful response email with generic "change instances or transwarp if you're in space." things. That doesn't quite help since I can't log onto that character. So I went to the Character section of the GM help, wrote up a description, and sent it off. It's been four days now, is it supposed to take that long?
On the 16th of May my account was compromised (as were many other people's accounts). After some researching and securing of stuff, I have come to the conclusion this happened because I was sadly using a very old password for this account combined with what I find to be the extremely insecure email and password change system of PWE. The email I received about my email address being changed did not ask for any type of verification. The deed had been done and there was nothing I could do, except for simply emailing the support address. Still, these things happen.
However, it took 7 days for me to get my account back after which I found I had lost a lot of Zen (I cannot remember exactly, but I think it was over 1500), about 60 million EC and between 100,000 and 200,000 dilithium on my main character, I am not sure about any numbers on my other characters. I made another ticket to get these items restored.
In the meantime one of my fellow fleet members told me not to play too much, as the usual solution to something like this would be a roll back of my account.
After 2 weeks I started playing a bit again and sent another email and support ticket, since I found it was taking very long, especially considering I am a paying customer of this game (I have a Lifetime subscription). Last week I finally received an email in which I was told rolling back was tricky and I might lose a lot of things. I agreed with it, reluctantly, since I haven't been able to get back to the same level anyway. Also, they asked me which character it concerned, even though the issue is account wide, I don't know why that was.
Now it has been another 3 to 4 days. I have to say I am very disappointed in the way I have been kept waiting as well as all the automated replies I have received which had nothing to do with my issue.
For someone who has spent a few hundred euros on this game I expected my issue to be dealt with more swiftly and from what I can see also quite a lot more effectively.
I hope this feedback will help others as well as myself, as I would like to continue playing this game very much, but with support like this that is simply not possible at the moment.
Support been closing my tickets as solved a few times over for a couple of weeks now : my fed/kdf main is missing one of their sets of veteran rewards ( i grabbed LTS for LoR )
Just very annoyed that no human will respond to me, and that someone has the nerve to click 'Solved' on my tickets without ever even reading/replying :
tis frankly embaressing customer support
bought an LTS just under a month ago, still in grace period with bank where i could yank the transaction ( which i know would leave me STO banned ) : dont wanna sound like im throwing my toys out of the pram but really thats it:P if support want to play childish then ill play too:/
I've been trying to buy the lifetime subscription for two days now, but it says there's an "error updating subscription", but wait, that's not all. It also says that my six month subscription that I paid for two months ago is now cancelled. Of course I have filed a ticket, and no answer yet. I doubt that I will get the problem resolved before the sale ends. Cryptic, I am actually trying to SPEND MONEY, why won't you take it?
I've been trying to buy the lifetime subscription for two days now, but it says there's an "error updating subscription", but wait, that's not all. It also says that my six month subscription that I paid for two months ago is now cancelled. Of course I have filed a ticket, and no answer yet. I doubt that I will get the problem resolved before the sale ends. Cryptic, I am actually trying to SPEND MONEY, why won't you take it?
Same thing has happened to me, tried to purchase LTS, and my recurring gold account gets canceled 2 weeks before auto-renewal. Furthurmore this has branched off into my Champions Online account which was also canceled from recurring gold to silver account 3 weeks or so from auto-renew. I want the LTS for STO, and now the sale will be gone a day before my next payday. I am hoping this is fixed before then, and that myself and others trying to buy LTS will get the chance to do so even after the sale ends.
Well shucks, all you guys' problems far outweigh mine (So far). All I am having trouble with is purchasing ZEN. I tried an 4 times and got no response from the web site...Checked my email and bank account as well, nothing as of yet...I have been trying since last night before the sale went off...I have been unable to get it...Can someone help? I wouldn't buy the ZEN if it wasn't on sale, not the sale is over with and I have been trying since last night...Annoying.
I am having the same problem. Can't purchase any ZEN. Tried two different cards and PayPal.
It's funny how no one ever reads the rules on this forum. "No hate speech directed at others or Perfect World Entertainment staff" especially.
I have had a ticket in for almost 2 weeks now with no even a peep no reply nothing, i can understand being busy put not this long, may i suggest having more then 1 person doing the full game support that is the only thing i can think off can i have the lone support person look at my ticket please
Ive been playing this game since beta off and on and if this support issues arent taking care of im just gonna stop playing perfect world games cause this is ridicolous
I have had a ticket in for almost 2 weeks now with no even a peep no reply nothing, i can understand being busy put not this long, may i suggest having more then 1 person doing the full game support that is the only thing i can think off can i have the lone support person look at my ticket please
Ive been playing this game since beta off and on and if this support issues arent taking care of im just gonna stop playing perfect world games cause this is ridicolous
What kind of ticket was it, if it was a bug report I don't think they get responded to, they're just worked on. I may be wrong though, but I think that's what happens
I have had a ticket in for almost 2 weeks now with no even a peep no reply nothing, i can understand being busy put not this long, may i suggest having more then 1 person doing the full game support that is the only thing i can think off can i have the lone support person look at my ticket please
Ive been playing this game since beta off and on and if this support issues arent taking care of im just gonna stop playing perfect world games cause this is ridicolous
lol. 2 weeks. That is nothing. Man, I wish i had tickets only a few weeks old.
I have had the "Path to..." error in my accolade journal for like 1 1/2 years! Every few months I do another ticket.
Sending a ticket in a PWE is like talking to my wife; you won't get a response.
If your a silver player your lucky to get a response to a ticket at all. If your gold expect a response in 7 to 12 days. I usually get a response after 8. Said response generally runs something like:
"very sorry you experienced this issue, bleh bleh bleh, nothing we can really do at this time, bleh bleh bleh, you might try these suggestions you already read about on the forums but wont work any way, bleh bleh bleh. We hope you continue enjoying star trek online."
If your a silver player your lucky to get a response to a ticket at all. If your gold expect a response in 7 to 12 days. I usually get a response after 8. Said response generally runs something like:
"very sorry you experienced this issue, bleh bleh bleh, nothing we can really do at this time, bleh bleh bleh, you might try these suggestions you already read about on the forums but wont work any way, bleh bleh bleh. We hope you continue enjoying star trek online."
That's what I got for all 3 tickets I put in with a lost character! (each time they put that copy and paste suggestions then mark it as resolved)
The latest ticket has been open now for over 3 weeks- coming upto 4 end of this week!
I call this game Star Trek Online - The Legacy of No Support!
That's what I got for all 3 tickets I put in with a lost character! (each time they put that copy and paste suggestions then mark it as resolved)
The latest ticket has been open now for over 3 weeks- coming upto 4 end of this week!
I call this game Star Trek Online - The Legacy of No Support!
I have to agree there. Me and my GF put in 2 tickets for no monthly stipend last month. After 3 and a half weeks we got a copy+paste reply "Sorry for your troubles .. here is a list of common solutions" etc. As if no one even read the tickets. Probably not going to get our Stipend this month either, not holding my breath anyhow.
In-game tickets need to be responded to once you get a response back from a GM or they will close out after some time. If you get an actual email from a ticket you submitted, you can respond to that email to provide updates.
Cheers,
Brandon =/\=
i curenty have made 3 tickets 1 through email about one of my accounts the only responce i got was over a month ago saying that they show me logged in so they marked the ticket resolved and closed i then responded i have 3 accounts 2 linked to 1 email both created during beta now i can only use 1 out of those 2 accounts i want both of them i could care less about the third customer service leaves much to be desired there is no excuse for the way us people who play the game are treated
Therre doesn't seem to be an appropriate section within the forums to post this, so I'm doing so here in the hope that it'll catch someones' eye and they'll be able to sort this mess out for me.
Back on the 30th of May, I submitted a ticket regarding lost mail items. The items in question I had initially paid for via zen, thus I feel (rightly or wrongly) that I've been robbed of 1000zen at the moment. The item(s) in question were two Ferasan Bridge Officers. They weren't sold, and I had two mail messages on my KDF toon with no attachments.
There was a reply to my ticket, but said reply was an automated one. All previous tickets I'd ever received were not automated. I'm not talking about the automated one that you always get, I'm taking about a completely different one, that is quite extensive. That was on the 10th of June. Needless to say, it didn't answer any questions, or solve any problems.
So, I updated it, clearly leaving the 'no' option when it asks if I want the ticket closed. When I next check the ticket, it has been solved, though not updated. At this point, I updated it again (just in case I had accidentally selected yes when asked to close the ticket), and submitted. Again, I went back to check on the ticket where it had again been solved. So I updated it again.
As of today, all my updates have been erased, and I am unable to add too it. It's labelled as 'solved' when it quite clearly isn't. Now I don't know whether there is something wrong with the ticket support system, or whether someone at office is having a little laugh, but either way, this ain't professionalism by a long shot.
I have since posted another ticket (back on Tuesday/Wednesday) detailing my troubles, and that one currently remains unresolved and with no feedback.
I already heared a lot of the beyond catastrophic customer support with PWE. I hoped, I'd never have to use it. Earlier this month though, my chars went missing. Poof, just gone. With it my ship, and a couple of hundered hours of playtime. I contactet customer support. A week later, I got an automated/copy-pasted email. IT JUST WAS THE PROBLEM-CATEGORIES! Not only this, Customer support had the shamelessness to mark my problem as solved,while,clearly, I am still sitting here, not knowing what in the world is going on. I am really quite angry, as I'd expect a little more effort and efficiency from a big company like PWE.It's like no one in customer support even cares about my problem. Nah, just send some random s&*#, that problem will solve itself? Really? Is that the new form of customer support at PWE? If I'd do my job as sloppy as whoever is sitting on the other end of the line, my employer would have fired me months ago, and kicking me in the rump while I'd be on my way out. A second email I send out was never even honored with a 'working on it'. You guys should seriously consider hiring more or at least caring staff, or at least hire some germans, they're sure to get the job done in time.
I am really not an angry person, but being downright betrayed like this makes me really angry...
the title says it all, i had been overcharged for zen (same package twice) and then offered zen to compensate and then nothing. just ignorance ever since, still not got my money back for the hidden illegal charges that i was billed nor have i received the zen offered up and a resolution 2 weeks ago.
they have closed other tickets ive made even the one to complain about being ignored and my legal rights ignored after being illegally overcharged but guess what, they still just ignore me.
ive given em till 25th this month to respond now and then legal action will start.
posting this to let all know not to buy anything on this site or perfect world as they will add extra hidden illegal charges and then ignore you after they have ripped you off.
PERFECT WORLD ===== ILLEGAL FRAUDSTERS IGNORANT OF PEOPLES LEGAL RIGHTS.
well here are 2 reasons:
1. the gms currently are being flooded with requests so it may take a while
2. branflakes is on shore leave so there is not as much activity
I'm still owed Zen from my single month sub during the LoR launch, they responded saying many people got too much zen. This didn't even pertain to me because I had only subbed for that month.
So what did the support do, closed the ticket.... lol
you'd figure after spending over 300.00 bucks this year on STO, they would be willing to grand my cruddy little 500 zen.
They care so much they merge this with the sticky thread so peole don't notice the crappy customer service they have. Not many people click on 52 page stickies.
IT's sad, that no one has sued this company yet. Nothing would make me more happy to see that.
I can't wait for that day, I really can't wait. If I had the money I do it, but I don't unfortunately.
Don't worry they will rub the wrong person the wrong way, and then it's over.
I have tried multiple tickets to retrieve missing characters. I was away from the game for 3 months from January to the beginning of April for Military Service. I received and email saying my account email was requested to be changed. The same day I responded thru the link provided, and went thru the recovery process (banning the account, regaining control, updating security, and notifying the GMs I have control of my account to un ban it).
The first time I log in, I find I went from 9 level 50 Characters to 2. I have submitted 3 tickets regarding this, and have had ZERO luck with any help. Calling billing at least fixed it to where I can reach my Zen again. I am going on 3 Months of trying to get this fixed, and I am incredibly tired of being told to initiate a ticket, and work the process.
Is there any other way to actually talk to a person? To have a GM respond with more than a cookie cutter email? A way to actually get some customer service from PWE? It is hard to keep playing this game knowing that at any point everything I have PAID for can be wiped out and the current system for recovery doesn't work. I hope that I can get an answer here for an alternate system to get this fixed.
Is there any other way to actually talk to a person? To have a GM respond with more than a cookie cutter email? A way to actually get some customer service from PWE? It is hard to keep playing this game knowing that at any point everything I have PAID for can be wiped out and the current system for recovery doesn't work. I hope that I can get an answer here for an alternate system to get this fixed.
I don't think there is any way to get a hold of a live person. I've had better luck getting tech support from Microsoft. At least Microsoft has a lot of automated tools that will (sometimes) solve your issues.
Comments
I would like to add some feedback to this thread.
On the 16th of May my account was compromised (as were many other people's accounts). After some researching and securing of stuff, I have come to the conclusion this happened because I was sadly using a very old password for this account combined with what I find to be the extremely insecure email and password change system of PWE. The email I received about my email address being changed did not ask for any type of verification. The deed had been done and there was nothing I could do, except for simply emailing the support address. Still, these things happen.
However, it took 7 days for me to get my account back after which I found I had lost a lot of Zen (I cannot remember exactly, but I think it was over 1500), about 60 million EC and between 100,000 and 200,000 dilithium on my main character, I am not sure about any numbers on my other characters. I made another ticket to get these items restored.
In the meantime one of my fellow fleet members told me not to play too much, as the usual solution to something like this would be a roll back of my account.
After 2 weeks I started playing a bit again and sent another email and support ticket, since I found it was taking very long, especially considering I am a paying customer of this game (I have a Lifetime subscription). Last week I finally received an email in which I was told rolling back was tricky and I might lose a lot of things. I agreed with it, reluctantly, since I haven't been able to get back to the same level anyway. Also, they asked me which character it concerned, even though the issue is account wide, I don't know why that was.
Now it has been another 3 to 4 days. I have to say I am very disappointed in the way I have been kept waiting as well as all the automated replies I have received which had nothing to do with my issue.
For someone who has spent a few hundred euros on this game I expected my issue to be dealt with more swiftly and from what I can see also quite a lot more effectively.
I hope this feedback will help others as well as myself, as I would like to continue playing this game very much, but with support like this that is simply not possible at the moment.
Just very annoyed that no human will respond to me, and that someone has the nerve to click 'Solved' on my tickets without ever even reading/replying :
tis frankly embaressing customer support
bought an LTS just under a month ago, still in grace period with bank where i could yank the transaction ( which i know would leave me STO banned ) : dont wanna sound like im throwing my toys out of the pram but really thats it:P if support want to play childish then ill play too:/
I am having the same problem. Can't purchase any ZEN. Tried two different cards and PayPal.
Beware of occasional bad attitude.
Ive been playing this game since beta off and on and if this support issues arent taking care of im just gonna stop playing perfect world games cause this is ridicolous
What kind of ticket was it, if it was a bug report I don't think they get responded to, they're just worked on. I may be wrong though, but I think that's what happens
If you have the ticket number it might be worth sending a direct message to @pwebranflakes with it. Might be dealt with quicker like that
lol. 2 weeks. That is nothing. Man, I wish i had tickets only a few weeks old.
I have had the "Path to..." error in my accolade journal for like 1 1/2 years! Every few months I do another ticket.
Sending a ticket in a PWE is like talking to my wife; you won't get a response.
Two weeks. Pfffft! You are lucky!
"very sorry you experienced this issue, bleh bleh bleh, nothing we can really do at this time, bleh bleh bleh, you might try these suggestions you already read about on the forums but wont work any way, bleh bleh bleh. We hope you continue enjoying star trek online."
I went gold and after a short time it just went "Subscription Status: Inactive"
I no longer get gold benefits and I didn't get the 500 zen
like my 30 day subscription got me 8 days as gold and no zen. Great start to being a gold member.
BTW - I've been waiting for someone to get back to me on my (former) comp crash problems that Season 4: Misfire was causing since the summer of 2011.
Yeah.
That's what I got for all 3 tickets I put in with a lost character! (each time they put that copy and paste suggestions then mark it as resolved)
The latest ticket has been open now for over 3 weeks- coming upto 4 end of this week!
I call this game Star Trek Online - The Legacy of No Support!
I have to agree there. Me and my GF put in 2 tickets for no monthly stipend last month. After 3 and a half weeks we got a copy+paste reply "Sorry for your troubles .. here is a list of common solutions" etc. As if no one even read the tickets. Probably not going to get our Stipend this month either, not holding my breath anyhow.
i curenty have made 3 tickets 1 through email about one of my accounts the only responce i got was over a month ago saying that they show me logged in so they marked the ticket resolved and closed i then responded i have 3 accounts 2 linked to 1 email both created during beta now i can only use 1 out of those 2 accounts i want both of them i could care less about the third customer service leaves much to be desired there is no excuse for the way us people who play the game are treated
Back on the 30th of May, I submitted a ticket regarding lost mail items. The items in question I had initially paid for via zen, thus I feel (rightly or wrongly) that I've been robbed of 1000zen at the moment. The item(s) in question were two Ferasan Bridge Officers. They weren't sold, and I had two mail messages on my KDF toon with no attachments.
There was a reply to my ticket, but said reply was an automated one. All previous tickets I'd ever received were not automated. I'm not talking about the automated one that you always get, I'm taking about a completely different one, that is quite extensive. That was on the 10th of June. Needless to say, it didn't answer any questions, or solve any problems.
So, I updated it, clearly leaving the 'no' option when it asks if I want the ticket closed. When I next check the ticket, it has been solved, though not updated. At this point, I updated it again (just in case I had accidentally selected yes when asked to close the ticket), and submitted. Again, I went back to check on the ticket where it had again been solved. So I updated it again.
As of today, all my updates have been erased, and I am unable to add too it. It's labelled as 'solved' when it quite clearly isn't. Now I don't know whether there is something wrong with the ticket support system, or whether someone at office is having a little laugh, but either way, this ain't professionalism by a long shot.
I have since posted another ticket (back on Tuesday/Wednesday) detailing my troubles, and that one currently remains unresolved and with no feedback.
What the hell?
I am really not an angry person, but being downright betrayed like this makes me really angry...
they have closed other tickets ive made even the one to complain about being ignored and my legal rights ignored after being illegally overcharged but guess what, they still just ignore me.
ive given em till 25th this month to respond now and then legal action will start.
posting this to let all know not to buy anything on this site or perfect world as they will add extra hidden illegal charges and then ignore you after they have ripped you off.
PERFECT WORLD ===== ILLEGAL FRAUDSTERS IGNORANT OF PEOPLES LEGAL RIGHTS.
1. the gms currently are being flooded with requests so it may take a while
2. branflakes is on shore leave so there is not as much activity
I watch the only good STO podcast STOked Radio
Want to learn more about any of the above? Let me know!
[SIGPIC][/SIGPIC]
been open with nothing for 20 days now. anyone had a reply? know about how old tickets get before an answer?
I know my problem doesn't stop me from playing so maybe not as urgent. but I sure as heck wont renew my sub until it's been fixed.
So what did the support do, closed the ticket.... lol
you'd figure after spending over 300.00 bucks this year on STO, they would be willing to grand my cruddy little 500 zen.
IT's sad, that no one has sued this company yet. Nothing would make me more happy to see that.
I can't wait for that day, I really can't wait. If I had the money I do it, but I don't unfortunately.
Don't worry they will rub the wrong person the wrong way, and then it's over.
Unfortunately this is not true. Your support page has a redirect loop problem
I've gone to find myself.
If I should return before I get back,
please ask me to wait.
The first time I log in, I find I went from 9 level 50 Characters to 2. I have submitted 3 tickets regarding this, and have had ZERO luck with any help. Calling billing at least fixed it to where I can reach my Zen again. I am going on 3 Months of trying to get this fixed, and I am incredibly tired of being told to initiate a ticket, and work the process.
Is there any other way to actually talk to a person? To have a GM respond with more than a cookie cutter email? A way to actually get some customer service from PWE? It is hard to keep playing this game knowing that at any point everything I have PAID for can be wiped out and the current system for recovery doesn't work. I hope that I can get an answer here for an alternate system to get this fixed.
I'm starting to think this is a new feature designed to cut down on people submitting tickets.
I don't think there is any way to get a hold of a live person. I've had better luck getting tech support from Microsoft. At least Microsoft has a lot of automated tools that will (sometimes) solve your issues.