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Forums > Home› Support› PC Gameplay Bug Reports

GM deleted my support ticket without responding

bulabajonesbulabajones Member Posts: 73 Arc User
edited March 2013 in PC Gameplay Bug Reports
For some odd, strangely inconvenient reason, none of the support links through the website are working. None of them. I can't contact Cryptic directly even if I wanted to/even if they bothered to respond.

My ticket consisted of something like "My Khitomer STF ground accolade for receiving a Borg science bridge officer isn't working; I have already done 'Report to Gamma Orionis' and I have done what I needed to in Khitomer ground twice (die in the assimilation chamber before anyone blows it up) without any accolade popup or ability to receive the boff from the Admiral in Gamma Orionis battle group." It didn't have profanity, didn't have any personal complaints against Cryptic, nothing bad or vulgar or stupid. I just wanted to get a response to my trouble with this accolade.

Has anyone else had some ******* GM delete your ticket on something fairly significant as well? Have any of you tried a direct approach with Cryptic through the website? Do they even respond? I'm somewhat averse to opening up another in-game ticket: my ticket above ^ went 5-6 days without a response before some douchebag deleted it.
Patching 11 files, 0 KB/s
SERVER NOT RESPONDING (362.32s)
Patching 87 files, 160.08 KB/s
victorginsocv2_zpsjqzbzllh.png

Post edited by bulabajones on

Comments

  • methodownmethodown Member Posts: 13 Arc User
    edited March 2013
    Tickets haven't worked ingame for awhile. You get a ticket # and it apparently disappears immediately. I've tried opening a ticket about the "Mouse Over" option being broken in HUD settings three times now. It's not just you.

    I completed that accolade and got the Borg dude on my Fed main. If you can't I'm guessing it's either a bug with KDF or you should try moving deeper into the chamber. On my first attempt I stood just barely inside the chamber and didn't get credit. The second try I was right in the middle and it worked.
  • admiralnatadmiralnat Member Posts: 22,432 Arc User
    edited March 2013
    methodown wrote: »
    I completed that accolade and got the Borg dude on my Fed main. If you can't I'm guessing it's either a bug with KDF or you should try moving deeper into the chamber. On my first attempt I stood just barely inside the chamber and didn't get credit. The second try I was right in the middle and it worked.

    It's not a KDF bug, as one of my KDF characters got the accolade and the Borg science bridge officer. When I got it, I ran right into the middle of the chamber, and it worked. :cool:
    2jwMZnF.gif
    Winning.
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  • mattgrantmattgrant Member Posts: 57 Arc User
    edited March 2013
    It's not just you. I filed a ticket last night, as I am unable to utilize the off-duty outfits in uniform customization. Which annoys me, because I have spent real money on slots and the Merc outfit. When I checked this morning, I no longer had any tickets filed.

    I'm inclined to believe what the first reply to this thread said, indicating a faulty ticket system and not some malevolent or indifferent GM. The question then becomes, if the bug reporting system is one of the broken systems, and devs spend little time on the forums, how exactly are they receiving updates on what is and is not broken?
  • darimunddarimund Member Posts: 318 Arc User
    edited March 2013
    the whole bug report to fix pipeline got streamlined. bug reports now automagically go to the recycle bin on the one PC running windows 98SE that's used for content creation, but the 5.25" floppy disk is in use atm gearing up for raptor adapter release date, which is also being shared with the neverwinter dev team so basically don't expect much.
  • ddesjardinsddesjardins Member Posts: 3,056 Media Corps
    edited March 2013
    PWE support has been hit and miss for the past year.

    One request got decent service in 24 hours.
    Average replys come back in 48 hours.
    Most are 'cut and paste' responses that frustrate the hell out of you.
    And ANY request is marked 'resolved' if you do not respond within 160 hours.
  • praitorpraitor Member Posts: 32 Arc User
    edited March 2013
    submitted 2 tickets about exchange not receiving energy credits lost 6.45 million , just saw this thread and checked my tickets looks like nothing was saved for me either
  • merryprankster2merryprankster2 Member Posts: 62 Arc User
    edited March 2013
    ddesjardins wrote: »
    PWE support has been hit and miss for the past year.

    One request got decent service in 24 hours.
    Average replys come back in 48 hours.
    Most are 'cut and paste' responses that frustrate the hell out of you.
    And ANY request is marked 'resolved' if you do not respond within 160 hours.

    Thanks for playing,
    The Star Trek Online Team.

    God bless 'em... I love that part.
  • lagunadlagunad Member Posts: 198 Arc User
    edited March 2013
    Expecting to get help from submitting a ticket in this game is...na?ve.

    I have been playing since launch, and there are three possible outcomes to a ticket:

    1) Get a canned response to a different problem, indicating that your ticket wasn't read. This happens even if you specifically say in your ticket that you tried the solution suggested, or that the problem isn't the one that the suggested solution fixes.

    2) Get a canned, and thus insincere, apology basically telling you that they won't help you and you're screwed.

    3) Wait days or weeks and hear nothing, until your ticket simply vanishes or is closed.

    I have submitted well over a hundred tickets during the years I've been playing. Not a single one ever received a helpful response. Not. One.

    Therefore, in some sense, immediately closing or deleting tickets represents an improvement, since it eliminates any baseless hope of getting help. Basically, it used to take forever to get an useless response, whereas now it's instantaneous.

    Worst customer service of any MMO I've ever played. No other game even comes close to being as bad.
  • artanisenartanisen Member Posts: 431 Arc User
    edited March 2013
    in most games they always hire morons to work customer support.

    a while back i posted bug reports and i got a response
    they said please submit a bug report by choosing bug report
    so i sent another bug report and they told me same thing again lol.

    so now i dont bother with reporting bugs or reporting a player any more.
  • tsurutafan01tsurutafan01 Member Posts: 0 Arc User
    edited March 2013
    You're honestly better off reporting things on the forum more often than not.

    First of all it's more public, so it tends to put some (albeit slight) PR pressure on. Secondly, often people do tend to get help for in-game issues at least, either peer-to-peer or through official help.

    "We are smart." - Grebnedlog

    Member of Alliance Central Command/boq botlhra'ghom
  • the1tiggletthe1tigglet Member Posts: 1,421 Arc User
    edited March 2013
    the biggest area they could improve for everything over at PWE is their sorry support system. It should be multitiered support. The first GM you talk to should haven't have the ability to delete the ticket. and you shouldn't get the same exact GM every time you submit a ticket. They lost two of my ships when they changed the store to Zen and I have yet to be able to get them. I keep getting the same guy over and over I should be able to escalate it to a higher tier so I can deal with the support manager of the entire support team.

    It's ridiculous and that's if the two people they have working in their support office is actually in the mood to read these things, they are seriously understaffed I believe, takes em a whole week to actually respond sometimes.
  • burningstarburningstar Member Posts: 1 Arc User
    edited March 2013
    lagunad wrote: »
    Expecting to get help from submitting a ticket in this game is...na?ve.

    I have been playing since launch, and there are three possible outcomes to a ticket:

    1) Get a canned response to a different problem, indicating that your ticket wasn't read. This happens even if you specifically say in your ticket that you tried the solution suggested, or that the problem isn't the one that the suggested solution fixes.

    2) Get a canned, and thus insincere, apology basically telling you that they won't help you and you're screwed.

    3) Wait days or weeks and hear nothing, until your ticket simply vanishes or is closed.

    I have submitted well over a hundred tickets during the years I've been playing. Not a single one ever received a helpful response. Not. One.

    Therefore, in some sense, immediately closing or deleting tickets represents an improvement, since it eliminates any baseless hope of getting help. Basically, it used to take forever to get an useless response, whereas now it's instantaneous.

    Worst customer service of any MMO I've ever played. No other game even comes close to being as bad.

    quite untrue and unfair, i got help in most of my tickets, response times are awfull tho, sometimes it took me over a week to solve the problem with multiple msg between me and gm. and i also play since day one with few breaks.

    about the ticket system, ingame one is just to file ticket after that you wont get any response ingame, you have to check web one and talk with gm/support there.
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