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Forums > Home› Star Trek Online General Discussion

Support Ticket Forum?

currahee320currahee320 Member Posts: 0 Arc User
edited September 2014 in Star Trek Online General Discussion
Seeing as there is not a forum for support tickets, and the mods have chosen to ignore support requests, I have yet to receive contact from a member of the mod community for Incident: 140904-001233. I have followed all appropriate protocol to get in touch with someone. Closing the ticket without contacting me is unacceptable. I have opened another ticket and expect someone on the mod team to contact me.

Oh, and don't think banning me is going to solve this problem. I have been reasonable in waiting for support.
Post edited by currahee320 on

Comments

  • rattler2rattler2 Member, Star Trek Online Moderator Posts: 58,696 Community Moderator
    edited September 2014
    Depending on what it was for... Cryptic isn't obligated to notify anyone of any actions taken. They investigate, take action if necessary, and move on.
    db80k0m-89201ed8-eadb-45d3-830f-bb2f0d4c0fe7.png?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJzdWIiOiJ1cm46YXBwOjdlMGQxODg5ODIyNjQzNzNhNWYwZDQxNWVhMGQyNmUwIiwiaXNzIjoidXJuOmFwcDo3ZTBkMTg4OTgyMjY0MzczYTVmMGQ0MTVlYTBkMjZlMCIsIm9iaiI6W1t7InBhdGgiOiJcL2ZcL2ExOGQ4ZWM2LTUyZjQtNDdiMS05YTI1LTVlYmZkYmJkOGM3N1wvZGI4MGswbS04OTIwMWVkOC1lYWRiLTQ1ZDMtODMwZi1iYjJmMGQ0YzBmZTcucG5nIn1dXSwiYXVkIjpbInVybjpzZXJ2aWNlOmZpbGUuZG93bmxvYWQiXX0.8G-Pg35Qi8qxiKLjAofaKRH6fmNH3qAAEI628gW0eXc
    Yang Xiao Long wrote:
    I can't take it anymore! Could everyone just chill out for two seconds before something CRAZY happens again?!
    The nut who actually ground out many packs. The resident forum voice of reason (I HAZ FORUM REP! YAY!)
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  • currahee320currahee320 Member Posts: 0 Arc User
    edited September 2014
    Respectfully, I am aware that they will not, as a matter of policy, disclose actions taken with regards to other players. However, my ticket is unrelated to other players and deals specifically with me. This forum post is for the mods that have not contacted me regarding my specific issue after it was forwarded from another department within cryptic. That is why I only included the incident number instead of a detailed description of the problem. Thanks for the input, but this is mostly to get a mod's attention since an inter-department message did not seem to work.
  • thegcbaconthegcbacon Member Posts: 434 Arc User
    edited September 2014
    These forums can't help you w/you ticket.
  • wilbor2wilbor2 Member Posts: 1,684 Arc User
    edited September 2014
    There is no support in star trek online ask the players on here its rhe only support you will get ive been playing since feb 2012 i know what im on about.
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  • prediwave1prediwave1 Member Posts: 76 Arc User
    edited September 2014
    Can you even open a ticket anymore? I have been trying but the interface no longer exists on my account page. If I had any dignity I would quit in disgust with a company that will not even receive a complaint from its paying customers...
  • hyefatherhyefather Member Posts: 1,286 Arc User
    edited September 2014
    STO is player ran. Devs are a myth. Even the ones you think you have seen or have heard of are really fabrications. Just like the EMD from voyager. Just like the EMD they are confined to their cubical at cryptic headquarters. As soon as they step out of their safe zoon they disappear. Even when they Think/Try to give info on the forums it must overload thier circuts because we have never got a reasonable answer from any of them. Might be best thats the way it is.
  • f9thretxcf9thretxc Member Posts: 505 Arc User
    edited September 2014
    On the off chance, that we can help, I'm gonna ask. Is there something that maybe the community can do to help you with the problem? I know we can't do much, but I've found the peeps here to be pretty handy at times.
    My mother always told me to walk away from a fight, The Marines taught me how.
  • tucana66tucana66 Member Posts: 710 Arc User
    edited September 2014
    prediwave1 wrote: »
    Can you even open a ticket anymore? I have been trying but the interface no longer exists on my account page. If I had any dignity I would quit in disgust with a company that will not even receive a complaint from its paying customers...

    Answer: no.

    I would ask the moderators to identify the steps to file a ticket, since they have a URL in their sigs. I find it doesn't work.

    Note: I tried unsuccessfully to file support tickets last night. The Support web page wouldn't connect; I mentioned the experience in a post last night.
  • currahee320currahee320 Member Posts: 0 Arc User
    edited September 2014
    Thanks for the feedback. I am beginning to think there is truly no support for paying customers. What's worse is the flagrant abuse by certain authoritative figures. The issue I have is unfortunately not something the community can help me with. In addition, I believe it would be a violation of the terms of service to discuss specific tickets. I appreciate the idea though.

    As for the support tickets, I followed the link in the support email I received and was able to update my ticket. However, when a few days went by without any information, the rep closed the ticket before ensuring that the issue was resolved. I have been more than reasonable in awaiting a response from the mod community. I placed the ticket on the 5th of this month and made regular inquiries once a week. I felt this was reasonable as I am understanding to the many issues and problems this company is attempting to battle beyond my own. However, it seems my patience and reasonable behavior has been taken advantage of. Surprise.
  • thegcbaconthegcbacon Member Posts: 434 Arc User
    edited September 2014
    currahee320 wrote: »
    What's worse is the flagrant abuse by certain authoritative figures.

    Please provide substance to this accusation.
    currahee320 wrote: »
    However, when a few days went by without any information, the rep closed the ticket before ensuring that the issue was resolved. I have been more than reasonable in awaiting a response from the mod community. I placed the ticket on the 5th of this month and made regular inquiries once a week. However, it seems my patience and reasonable behavior has been taken advantage of. Surprise.

    The CSRs do not have to disclose to you any information. Making inquiries will not speed up any process, you are not as important as you seem to think you are. Also, the community moderators are not Cryptic CSRs. They cannot help you.

    You could start a new thread stating your problem on the chance others have had it and know the resolution. Just do not state anything against the ToS.
  • mirrorterranmirrorterran Member Posts: 423 Arc User
    edited September 2014
    "I believe it would be a violation of the terms of service to discuss specific tickets. I appreciate the idea though."

    This is where I start to get stupid. Why is it that a volunteer group getting paid nothing is doing a better job than those that are?
  • currahee320currahee320 Member Posts: 0 Arc User
    edited September 2014
    thegcbacon wrote: »
    Please provide substance to this accusation.



    The CSRs do not have to disclose to you any information. Making inquiries will not speed up any process, you are not as important as you seem to think you are. Also, the community moderators are not Cryptic CSRs. They cannot help you.

    You could start a new thread stating your problem on the chance others have had it and know the resolution. Just do not state anything against the ToS.
    Nope, already fell to this trap once and got a warning. Anything spoken against a mod is a violation of the forum rules. Since you are not a mod or anyone with power, then proving anything to you would be a waste of time.

    If you do not have anything positive to contribute to the conversation, then kindly see yourself out of the door. You are misinformed as to the circumstances surrounding this issue. The CSRs and the mods, whether paid or not, are representatives of Cryptic/PWE. Therefore the actions they take do reflect (positive or negative) on the company. It is the same across the professional world.

    I never claimed to be more important than anyone else. If you will notice, I noted to the fact that I did not expect an immediate resolution or contact. If you paid attention to my post you will have seen that I am aware there are other issues beyond my own that require the attention of the company. Kindly about face and draw fire.
  • stf65stf65 Member Posts: 0 Arc User
    edited September 2014
    mirrorterran wrote: »
    "I believe it would be a violation of the terms of service to discuss specific tickets. I appreciate the idea though."

    This is where I start to get stupid. Why is it that a volunteer group getting paid nothing is doing a better job than those that are?
    i'm smelling one of those 'i deleted my character or an item/ship on a character and cryptic won't get it back for me' threads.
  • askrayaskray Member Posts: 3,329 Arc User
    edited September 2014
    As many people have pointed out, this isn't the place for ticket issues as no one from the support team will answer them.

    As for us moderators, while yes we are technically rep's of PWE and Cryptic Studios, we do not have the power to view your tickets, nor any account information about you. This is for player safety and security. So if you're trying to get ahold of the moderation team you're not going to get anywhere.

    If you wish to complain about the actions of a moderator, you should be filing the ticket under -Product: Website (or Star Trek Online)
    Category: Customer Support (use the little arrow next to the C) then choose Forums and Website.

    And a community manager will respond when they can.

    You have two options when it comes down to tickets, if it was closed without a response, by all means open up a new one, referencing the ticket number of the last one and stating it was not responded to. I've personally had to do this before and they will respond however they are backed up pretty heavily and the CM team isn't there on weekends for the most part.

    If you cannot access the support website (if it's doing that whole redirect error thing) you can always email customerservice@perfectworld.com from the e-mail registered with your account and be very descriptive in your title and body of your e-mail.

    As this is wanting to discuss issues that aren't allowed to be discussed on the forums, I'm closing this thread.
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