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How long do support tickets really take?

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Are all of the support staff somehow also the same people working on the servers?

I submitted a ticket regarding account problems, 5 days ago and still not a peep from anyone. I assumed that by submitting it at the end of beta, there wouldn't be many account related tickets being sent in (as the game wasn't being played) so that maybe it would be seen to quickly. Wrong.
Post edited by baddmoonrizin on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2010
    If you didn't get a generic reply by now they're likely looking into it. It's crunch time for them so it might take a while. They're also getting spammed with bug reports for silly things so give them a few. What was your problem if you don't mind me asking?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2010
    I was just trying to get my display name changed as I wasn't used to how Cryptic did their MMOs (only daoc/wow/swg here) so I didn't really understand what the display name was, until someone told me that the character@name wasn't just for beta!

    So now just asking if I can change my display name from being the same as my username. Any ideas if they will do this? If not, I'll have to make a new account before release day so I can play.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Anyone know if STO staff has a policy of being able to change the display name or not?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    My ticket is now 2 weeks old, they clearly sucks. :D
    Hahaha their COE worked for SOE!
    We are doomed!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Same problems here. I have two friends who preordered the game and did not get the preorder keys. Now it isn't too bad if they can't start to play in a few days, but both want the lifetime account and they can only order this untill today. And for ordering, they need to have the account activated....

    Both filled in a ticket (one last thursday, one on saturday), both tickets are still "new".

    I just hope that if they miss the deadline, Cryptic will be fair enough to give them their lifetime even after the 1st of feb, when the data clearly showed they didn't had the ability to order in time.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    my ticket is 2 weeks old btw. :D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Balthus wrote:
    Same problems here. I have two friends who preordered the game and did not get the preorder keys. Now it isn't too bad if they can't start to play in a few days, but both want the lifetime account and they can only order this untill today. And for ordering, they need to have the account activated....

    Both filled in a ticket (one last thursday, one on saturday), both tickets are still "new".

    I just hope that if they miss the deadline, Cryptic will be fair enough to give them their lifetime even after the 1st of feb, when the data clearly showed they didn't had the ability to order in time.

    I'm in the same boat.
    Got pre-order from Amazon, still waiting on code, still want a lifetime account.

    It have high hopes that even after Feb1 that Cryptic recognizes the pre-order code and allows for the LifeTime purchase.

    I too have a ticket in place. No answer yet.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    BirdOfPrey wrote: »
    my ticket is 2 weeks old btw. :D

    I have one that old as well. :mad:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Alcedema wrote: »
    Are all of the support staff somehow also the same people working on the servers?

    I submitted a ticket regarding account problems, 5 days ago and still not a peep from anyone. I assumed that by submitting it at the end of beta, there wouldn't be many account related tickets being sent in (as the game wasn't being played) so that maybe it would be seen to quickly. Wrong.

    i have waited days, and when I finally got an answer it was a copy and pasted response that had nothing to do with what i was asking.

    I filed a stuck petition yesterday. fortunately the crash got me unstuck or i would have waited 6 hours to get out.

    the guy who answered sounded nice, but didn't have a clear grasp of English. When i asked if he could help me with any of the other tickets i had he said he couldn't since he was the get unstuck GM but if i filed a ticket the issue would soon be 'overlooked'.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    A bunch of my bug tickets were simply purged at the end of beta WITHOUT even a canned response to them. And no, I did not simply report typos and such.

    I also asked Billing Support to change my forum handle for the same reasons as the OP - no response since January 22.

    Not the best way to make a good impression. Server downtimes and bugs happen, usually they get sorted out during the first months after launch but asking people to participate in an open beta and ignoring bug tickets will just make people wonder if Cryptic is either understaffed or incompetent. I seriously hope that the former is the answer.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Welcome to Cryptic. Enjoy your stay.
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