Bug Report Becomes Customer Service Issue

maddllama

I have to ask this question: If we have an issue with support and the customer service provided (or likely not provided), who do we turn to to take our complaint to a higher level?

I know the forum rules so I can't post the correspondence between myself and the PWE machine... err... customer service representative.

Here is the problem I had:

A new Klink I made dinged 40 yesterday. I rubbed my hands in anticipation as I began claiming ships and their consoles I owned for the next tier, and also unpacking my set of Breen ships. Now, note, that between last year and this year there was a lot of grinding involved in earning those Breen ships. Anyhow, I clear the equipment from my T3 BoP (raider class, for the uninitiated), and drool in anticipation as I look over my lvl 40 T5-U Breen Raider (still had some silly generic name, like Nebraska or something). I go back to the BoP and delete it... the I.K.S. Dragon Fire is decommissioned and sent to the scrap yard.

Now this is where things get weird... as soon as the BoP disappears from my ship inventory, my Breen Raider is also sucked into whatever pit it went into. I blink a few times... think to myself did I delete the wrong ship? My wife sitting next to me confirms she watched me ONLY delete the BoP. I rage for a minute or two then calmly file a GM help request, explaining in fine detail the issue at hand and what happened. On a hunch I log out and back in and, voila, my Breen Raider is back in my inventory. Yay! Try to edit my ticket and have them forward it to the bug department, but the edit will not stick. I figure I will wait for customer service to contact me then fill them in.

Now here is the BUG with this... the Raider was GONE. As in before it disappeared I had bought only one hangar pet for the Breen Carrier(like a newb I forgot there are two hangars), then this bug happens and I even lost store access to the Raider pets. GONE. This is a lot of work that people have put into claiming these ships, so if this happens to others it could freak someone out.

So that is the bug. I no longer have a technical problem, but I would like this bug looked into. This could really put a damper on someone's day.

So here is my main issue:

Customer service gets back to me the next day with something along the lines of "No replacement ship for you! You stupid and click wrong!"

I am not allowed to put their correspondence here, but it was along those lines, and in very similar English. It was a cut and paste response and showed me that the CSR had not even taken the time to read my ticket.

Unacceptable.

Cryptic, I know PWE owns your company now, but I have been with you guys as a customer since the beginning. I have supported STO through the good and the bad, as well as games before STO. You guys can not let this horrible customer service continue to sully your reputation... and believe me, the reputation has gotten bad. You can't just point the finger at PWE drones and say they are providing the support, as it directly reflects upon yourselves as a company. I KNOW you are better than this.

I do not want anything as the BUG fixed itself, but still remains a BUG that should be looked into. What I do want, and expect, as a paying customer is better treatment as said customer. So this BUG issue has also turned itself into a customer service issue.

Don't forget that the player base keeps the lights on and servers running (hamsters fed), and providing a quality product to your players also includes providing quality support.

Thanks.

kthang

With any customer service ticket reply, you can ask for it to be elevated. Then it goes one step above those front-line people, where things may smoothen out and get sorted. I'd try that if I were you. Good luck.

ddesjardins

If it's a bug definitely escalate it. In a worse case scenario, drop a note to Captain Smirk and maybe he'll escalate he issue.

In all honesty in issues like this, especially if it's repeatable, Cryptic has been very fair and helped people.