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
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
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
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.
Comments
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?
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
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
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!
20 minutes to go and they're off work.