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Forums > Home› Star Trek Online General Discussion

Issues contacting Customer Service

satchmo84satchmo84 Member Posts: 0 Arc User
edited October 2014 in Star Trek Online General Discussion
So I am truly having an issue contacting CS. When I go to this website :

http://support.arcgames.com/app/game..._id/4423/p/100

and click the Submit A Ticket button, I get sent here :

https://www.arcgames.com/supportredi...rnTo=0&error=1

and get this error message :

The webpage at http://www.arcgames.com/supportredir...rnTo=0&error=1 has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer.
Learn more about this problem.
Error code: ERR_TOO_MANY_REDIRECTS


So after trying to figure it out, I decided to give up and email you. This was the result : BN1BFFO11FD052.mail.protection.outlook.com rejected your message to the following email addresses:

customer.service2@perfectworld.com
A problem occurred during the delivery of this message. The mail routing configuration for this recipient may be producing a mail loop. This could be a temporary situation. Please try to resend the message later. If the problem continues, contact your helpdesk and refer them to the DSN code 5.4.6 in Exchange Online article for tips on how they can resolve this issue.


BN1BFFO11FD052.mail.protection.outlook.com gave this error:
Hop count exceeded - possible mail loop


Please note that I checked my sent email folder and it shows I correctly sent this to the email you linked. So. How can I talk to you guys? I cant get through to you through your website, I can't get through to you through your email. Please help.
Post edited by satchmo84 on

Comments

  • guilli88guilli88 Member Posts: 0 Arc User
    edited October 2014
    Devs took all the money and ran! lol.

    Their customer support is almost non-existant. There should be a phone number somewhere. But expect to pay a massive phone bill if you live anywhere remote.
    sig

    http://img825.imageshack.us/img825/5451/om71.jpg

    It is a peculiar phenomenon that we can imagine events that defy the laws of the universe.
  • satchmo84satchmo84 Member Posts: 0 Arc User
    edited October 2014
    guilli88 wrote: »
    Devs took all the money and ran! lol.

    Their customer support is almost non-existant. There should be a phone number somewhere. But expect to pay a massive phone bill if you live anywhere remote.

    If someone has their phone number, I would also try that, my main toon has 113 days of service time, and before I quit this game, I want to say I gave Cryptic every chance to make it right with me an return the specialization points that were wrongly removed from me.
  • thecosmic1thecosmic1 Member Posts: 9,365 Arc User
    edited October 2014
    The correct email address is customerservice@perfectworld.com

    I have no idea where you got the above address, but the one I posted works - I have used it a couple of times.
    STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    thecosmic1 wrote: »
    The correct email address is customerservice@perfectworld.com

    I have no idea where you got the above address, but the one I posted works - I have used it a couple of times.

    That address creates a mail loop.

    Devs/mods, please provide is with a *valid*, working method of contacting customer support.
    3lsZz0w.jpg
  • vivenneanthonyvivenneanthony Member Posts: 1,278 Arc User
    edited October 2014
    This is like "We took all your money especially lockboxes and now you can't contact us. Even if we do we have pre-formatted responses.".
  • satchmo84satchmo84 Member Posts: 0 Arc User
    edited October 2014
    meimeitoo wrote: »
    That address creates a mail loop.

    Devs/mods, please provide is with a *valid*, working method of contacting customer support.

    Yes I input the proper one, the customerservice@perfectworld.com and experienced this issue. Between that and the issues with the website, I am desperately reaching out on the forums an through the games system as well.
  • raifin1701raifin1701 Member Posts: 82 Arc User
    edited October 2014
    I have also had the webpage re-direct issue, and haven't been able to put in suport tickets for some time.

    I am able to create tickets in game without a problem. While their customer service is not very fast, they have been good.

    Recently they closed a ticket after giving me a boiler plate response, and I couldnt reach the website to comment on the ticket or re-open it.
    So I opened another ticket referencing the original ticket, with some additional data, and they reviewed it, and made everything right.

    So, sometimes it takes a few steps, but they seem to be reasonable folks once you can get the data in-front of them.

    Chris
    [SIGPIC][/SIGPIC]
    Star Trek Online Enlistment Date: February 2010
    Fleet website: www.stoacademy.com
  • satchmo84satchmo84 Member Posts: 0 Arc User
    edited October 2014
    Well I submitted a GM report, and recieved a canned response. Should I edit my GM report and resend? Cause I tried from an alternate email and had no success.
  • stardestroyer001stardestroyer001 Member Posts: 2,615 Arc User
    edited October 2014
    Welcome to Cryptic/PWE. No phone number, no working email address.

    (Isn't there some kind of legal problem if people are using PayPal to send money to a broken email address? Uh oh.)
    stardestroyer001, Admiral, Explorers Fury PvE/PvP Fleet | Retired PvP Player
    Missing the good ol' days of PvP: Legacy of Romulus to Season 9
    My List of Useful Links, Recently Updated November 25 2017!
  • ddesjardinsddesjardins Member Posts: 3,056 Media Corps
    edited October 2014
    The have raised the art of call and support avoidance to an entirely new level.

    At the next public appearance in North America, I'm going to make the effort to see them in person and get their opinions on the lack of customer service on video.
  • pwecaptainsmirkpwecaptainsmirk Member Posts: 1,167 Arc User
    edited October 2014
    You should start with submitting a Ticket via the in-game system located in the upper right drop down menu and selecting the appropriate category for your report for in-game problems.

    You can find help via our webpage for other out of game issues with the link below.

    Support Page Link = https://support.arcgames.com/
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    pwecaptainsmirk wrote: »
    You should start with submitting a Ticket via the in-game system located in the upper right drop down menu and selecting the appropriate category for your report for in-game problems.

    You can find help via our webpage for other out of game issues with the link below.

    Support Page Link = https://support.arcgames.com/


    Welcome back! :)
    3lsZz0w.jpg
  • satchmo84satchmo84 Member Posts: 0 Arc User
    edited October 2014
    pwecaptainsmirk wrote: »
    You should start with submitting a Ticket via the in-game system located in the upper right drop down menu and selecting the appropriate category for your report for in-game problems.

    You can find help via our webpage for other out of game issues with the link below.

    Support Page Link = https://support.arcgames.com/

    Thank you for your reply, Smirk. I appreciate you trying to help me.

    Ok so I submitted a ticket with the in game system, my biggest problem with that is the https://support.arcgames.com URL has an infinite redirect loop, and I made the suggested changes in the error message (delete cookies, allow third party cookies) and it still occurs, which the error messages states at that point it is not a problem on my end.
  • philipclaybergphilipclayberg Member Posts: 1,680
    edited October 2014
    vivenneanthony wrote: »
    This is like "We took all your money especially lockboxes and now you can't contact us. Even if we do we have pre-formatted responses.".

    "All your money belong to us. Cough up." (oh, wait, that's VAT in the UK, isn't it?)
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    philipclayberg wrote: »
    "All your money ARE belong to us. Cough up." (oh, wait, that's VAT in the UK, isn't it?)

    There, fixed that for ya! :)
    3lsZz0w.jpg
  • cpc2011acpc2011a Member Posts: 0 Arc User
    edited October 2014
    Good luck with whatever the issue is OP, but to be honest, you'd probably have better luck emailing the tooth fairy.
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    Dear Smirk,

    Please provide us with a *valid* method of contacting Customer Support. D'Angelo himself invited us to contact them, should we feel wronged over the Spec points issue.

    I first requested a GM support. They quickly returned a reply, saying I should have filed a bug report instead. So I did the latter. Yet the Bug Report people referred me back Trendy's initial official statement on the matter (which I think is now taken down?). So, I feel I'm getting the runaround.

    Furthermore, the email address provided by askray creates a mail-loop, and thus bounces as undeliverable.

    I've never called upon you for help yet, in your capacity as Community Manager. But this time I could really use your mediatory services.

    Thanks for reading.
    3lsZz0w.jpg
  • satchmo84satchmo84 Member Posts: 0 Arc User
    edited October 2014
    UPDATE : Success! I had a previous email exchange with PWE from when I lost access to the email I created my account with. I replied through that and got a reply instead of an infinite loop. So progress! Slow, but something!
  • rswfiredotcomrswfiredotcom Member Posts: 262 Arc User
    edited October 2014
    It's so cute you think they have a customer service department!

    Seriously though, the best way is to just submit the ticket in-game; after that, you can follow up from the website and by email.

    But fair warning, they will not care one little bit that you're leaving. It doesn't matter how much money you've spent on this game, their CS is absolutely atrocious.
    [SIGPIC][/SIGPIC]

    Firesworn Nation (@rswfire) - https://www.firesworn.com
  • cheesebasketcheesebasket Member Posts: 1,101 Arc User
    edited October 2014
    Cryptic Customer Support Services Themesong
    x;D
    The hamster will RULE ALLL....

    Mwahahahahahahaha
  • tarastheslayertarastheslayer Member Posts: 1,541 Bug Hunter
    edited October 2014
    cpc2011a wrote: »
    Good luck with whatever the issue is OP, but to be honest, you'd probably have better luck emailing the tooth fairy.

    Lol :P Hey at least the Tooth Fairy resolves the issue within 24 hours :rolleyes:

    Seriously though, customer support is useless, the number of times I've had to log an issue with them and they're pulled the details of someone completely different. I just kept mailing them back demanding they do their jobs right until they finally did it.

    http://sto-forum.perfectworld.com/showthread.php?t=1271351 By the way in case anyone wants to quote D'Angelo there's the link to his thread so you can quote what he said about going to them for assistance and not a run around.
    Ten soldiers wisely led will beat a hundred without a head. - Euripides
    I no longer do any Bug Hunting work for Cryptic. I may resume if a serious attempt to fix the game is made.
  • admiralkristovadmiralkristov Member Posts: 325 Arc User
    edited October 2014
    Support is something that has surely been lacking, I originally assumed that PWE acquiring Cryptic would fix that, but looking back I assume that English/Other support teams are split.
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    meimeitoo wrote: »
    Dear Smirk,

    Please provide us with a *valid* method of contacting Customer Support. D'Angelo himself invited us to contact them, should we feel wronged over the Spec points issue.

    I first requested a GM support. They quickly returned a reply, saying I should have filed a bug report instead. So I did the latter. Yet the Bug Report people referred me back Trendy's initial official statement on the matter (which I think is now taken down?). So, I feel I'm getting the runaround.

    Furthermore, the email address provided by askray creates a mail-loop, and thus bounces as undeliverable.

    I've never called upon you for help yet, in your capacity as Community Manager. But this time I could really use your mediatory services.

    Thanks for reading.


    Mr. Smirk?!
    3lsZz0w.jpg
  • pwecaptainsmirkpwecaptainsmirk Member Posts: 1,167 Arc User
    edited October 2014
    satchmo84 wrote: »
    Thank you for your reply, Smirk. I appreciate you trying to help me.

    Ok so I submitted a ticket with the in game system, my biggest problem with that is the https://support.arcgames.com URL has an infinite redirect loop, and I made the suggested changes in the error message (delete cookies, allow third party cookies) and it still occurs, which the error messages states at that point it is not a problem on my end.

    That is not good. If it cannot be solved by filing an in-game GM ticket, you can try to email address customerservice@perfectworld.com
    meimeitoo wrote: »
    Dear Smirk,

    Please provide us with a *valid* method of contacting Customer Support. D'Angelo himself invited us to contact them, should we feel wronged over the Spec points issue.

    I first requested a GM support. They quickly returned a reply, saying I should have filed a bug report instead. So I did the latter. Yet the Bug Report people referred me back Trendy's initial official statement on the matter (which I think is now taken down?). So, I feel I'm getting the runaround.

    Furthermore, the email address provided by askray creates a mail-loop, and thus bounces as deliverable.

    I've never called upon you for help yet, in your capacity as Community Manager. But this time I could really use your mediatory services.

    Thanks for reading.

    With the recent Spec Points issue, our system currently in place involves contacting the GM Ticket support with your charactername@handle of the affected character (IMPORTANT: Remember to include the character names as this is not an "account wide" issue) and how many points you lost, along with a brief explanation as to how you might have been lumped in with the possible exploit users.

    Our CS team is now prepped to respond with the awareness that this is not a "Forum" reporting issue.

    Our Dev team is hard at work on a fix for this, but it will not be solved right away, it will be a short wait until they have confirmed a fix and push it live.

    That is the extent of my Smirk powers right now. Hope this helps!

    ~CaptainSmirk
  • meimeitoomeimeitoo Member Posts: 12,594 Arc User
    edited October 2014
    pwecaptainsmirk wrote: »

    That is not good. If it cannot be solved by filing an in-game GM ticket, you can try to email address customerservice@perfectworld.com



    With the recent Spec Points issue, our system currently in place involves contacting the GM Ticket support with your charactername@handle of the affected character (IMPORTANT: Remember to include the character names as this is not an "account wide" issue) and how many points you lost, along with a brief explanation as to how you might have been lumped in with the possible exploit users.

    Our CS team is now prepped to respond with the awareness that this is not a "Forum" reporting issue.

    Our Dev team is hard at work on a fix for this, but it will not be solved right away, it will be a short wait until they have confirmed a fix and push it live.

    That is the extent of my Smirk powers right now. Hope this helps!

    ~CaptainSmirk


    Thank you very kindly for your help!
    3lsZz0w.jpg
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