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Billing Support and Pre-Order items

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I'm wondering who has actually gotten a response from support regarding pre-order items. Or if you have not, how long have you had the tickets in for?

http://forums.startrekonline.com/showthread.php?t=98535
Rekhan wrote:
We're working to get things addressed on our end, and if you contact our support team (http://www.startrekonline.com/support) they can help you, as well.

http://forums.startrekonline.com/showthread.php?p=1897665#post1897665
Stormshade wrote:
Thanks for pointing this issue out. We are aware that some of you are missing your skill points from Wal-Mart pre-orders and have identified the problem. In order to remedy this, we need you to go to our support page and open a billing support ticket so we can remedy this for you.

http://forums.startrekonline.com/showthread.php?p=1915749#post1915749
Stormshade wrote:
You should have the bonuses from the retail key you applied already. If this is not the case, please open a Billing Support ticket either in-game or here.

I have had tickets in for my wife and I under Billing -> General Inquiries since 1am PST on Feb 2...still "Status: New" and "Reply: No". I just tried calling today, and was on hold for 15 minutes, and then another 30 minutes after I hung up because I needed to do something. (Edit: I got several PMs about their phone number, you can find their phone number in the FAQ at the bottom of the page http://www.startrekonline.com/support/billing )

The problem is really simple, someone screwed up and gave games.bestbuy.com the wrong key to give me. I got the Chromo Armor instead of the Tribble/Targ. I know I am not alone, a lot of people are getting Tribbles instead of Rifles, or TOS Connie's instead of Borg boffs, etc.

Are people actually getting responses? In that case, I might want to re-create the tickets, since mine probably got lost somewhere.
Post edited by baddmoonrizin on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Yes, customer support at Cryptic is almost completely unresponsive. It takes them multiple days just to send you a generic response, close your ticket, and not fix anything - and that's it you're lucky.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Vexiom wrote:
    Yes, customer support at Cryptic is almost completely unresponsive. It takes them multiple days just to send you a generic response, close your ticket, and not fix anything - and that's it you're lucky.

    What I don't get is, why they were able to fix the Gamestop digital orders so quickly (within a few hours), yet lag behind on these. All the people I've talked to who ordered the digital version from games.bestbuy.com got armor instead of tribbles/targs.

    Is it because there was a 20 page thread about the Gamestop one within a few hours?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    i got this response, 24 hours after detailing what exactly my problem was (no Atari items)

    Greetings,

    Many issues received at the same time as your ticket have already been resolved
    and we wish to improve response speed for those who have issues that remain.

    Some issues that you may be able to resolve yourself include:
    - Not receiving your Retail Key - Contact your retailer, we do not provide
    retail keys (any purchase made on Atari.com should be directed to: Email:
    webhelp@digitalriver.com 24/7 Phone support: 1-800-310-2850 )
    - Unable to locate your Pre-Order bonus items in the C-Store or during
    character creation - Make certain that you have entered the Retail Key from the
    location the Pre-Order bonus is offered (If your Gamestop Starship is still
    missing, make sure that your Gamestop retail key has been entered to your
    account)
    - If you are having a question about a game function or basic technical issue -
    please check the forums as a first step (http://forums.startrekonline.com/).
    - If you have been unable to log into the game, even through the 'server up'
    light is on, please check the forums for the latest updates when this occurs.

    If your issue has not yet been resolved, please reply to this email with any
    additional information that may assist us in responding quickly. Your account
    name, the name of any retailer involved and your payment method will provide
    the most assistance for Billing Issues.

    We appreciate your time and interest in Star Trek Online.
    Live long and prosper,
    The Cryptic Support Team
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    kright0n wrote: »
    i got this response, 24 hours after detailing what exactly my problem was (no Atari items)

    I'm guessing that you filed your ticket during the few hours that Gamestop digital orders were having trouble. I can imagine the flood of tickets that they didn't want to individually mark as resolved, because they already blanket fixed the digital Gamestop keys.

    My ticket hasn't been answered or closed because games.bestbuy.com sent out their keys at midnight PST on Feb 2, and I filed my ticket at 1am PST.

    What I don't get is why they don't just blanket fix the digital BestBuy keys as well...

    oh and I added a link to their phone number in my post above, since I've gotten several PM's about it
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    YES THEY DO ANSWER!!!

    I put on my headphones, waited on hold while working for 1.5 hours, and finally someone picked up. I think they are just really really busy.

    They fixed my wife's and my accounts so that we now have the tribble!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    heh, really really busy....only been on hold 30 minutes, they close in 30 minutes...what are the chances i'll get through this evening.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I still waiting too, I hope to get my answer tonight :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    what's annoying is the 'music' you have to listen to...it sounds like a radio station that's about .5 off so very static filled experience.

    20 minutes to go and they're off work.
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