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Bad, bad, bad customer service

SystemSystem Member, NoReporting Posts: 178,019 Arc User
They closed my first ticket with an auto response that had noting to do with my ticket, opened a second ticket and this one will be a week old shortly.

Does it usually take 3+ weeks to get a support ticket answered from Cryptic? Seriously, it's the easiest part of maintaining an mmo and I can't even get someone to look at my ticket before they close em.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Exact same thing happened to me. They closed my account and billing issue ticket with a canned response that most game bugs etc should be fixed now. Completely inappropriate response. Obviously the ticket was not even read. That ticket was 6 days old when they closed it. So that same day I created a new ticket with the exact same request. That ticket is now 7 days old.
    I have now waited 13 days to have a simple account maintenance request addressed.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    You need to get your math straight: STO has been released 28.Jan / 2.Feb. You need to show me where the 3+ weeks are, unless you're talking about a ticket from Open Beta.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    You need to get your math straight: STO has been released 28.Jan / 2.Feb. You need to show me where the 3+ weeks are, unless you're talking about a ticket from Open Beta.

    28th-12th = 15 days, so this is the start of the third week.

    Just sayin'.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Whoops, I was wrong on mine.
    My first ticket was created on 1/28 and closed with no resolution on 2/5. So that's 9 days. My second ticket for the exact same request was created on 2/5 and is still open. That's another 6 days.

    So I have been waiting 15 days now.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I have two tickets open since 2/5 with no reply yet
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I'm interested how people can have 5 tickets open. Some people 20. In about 8 years of mmos i've used tickets twice.

    Surely a lot of these questions could be on the forums or just worked out by yourself. What on earth are you guys asking in your tickets?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Doford wrote: »
    I'm interested how people can have 5 tickets open. Some people 20. In about 8 years of mmos i've used tickets twice.

    Surely a lot of these questions could be on the forums or just worked out by yourself. What on earth are you guys asking in your tickets?

    My ticket is not a question. I am trying to get my forum handle changed. I can't "work that out by myself"...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Doford wrote: »
    I'm interested how people can have 5 tickets open. Some people 20. In about 8 years of mmos i've used tickets twice.

    Surely a lot of these questions could be on the forums or just worked out by yourself. What on earth are you guys asking in your tickets?

    Your kidding.....right?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    zerokillz wrote: »
    Does it usually take 3+ weeks to get a support ticket answered from Cryptic? Seriously, it's the easiest part of maintaining an mmo and I can't even get someone to look at my ticket before they close em.

    If you've somehow managed to find a way to fix stafffing problems in contact centres worldwide, then I'm sure the major telecommunication companies worldwide would love to hear from you. You'll be sleeping on gold pressed latinum in no time.

    Recruitment and staff retention, especially in CS, isnt an easy thing, and anyone who thinks otherwise needs their head examined.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    zerokillz wrote: »
    They closed my first ticket with an auto response that had noting to do with my ticket, opened a second ticket and this one will be a week old shortly.

    Does it usually take 3+ weeks to get a support ticket answered from Cryptic? Seriously, it's the easiest part of maintaining an mmo and I can't even get someone to look at my ticket before they close em.

    Another ***** without any content. Why do you people post like this? You state that you got an auto-response not relating to your issue, but don't state what your real issue is or what the not related response was.

    Facts, people, we need facts.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Waiting since 6 days here. And I thought response times were bad in WoW lol.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    szurlo wrote: »
    My ticket is not a question. I am trying to get my forum handle changed. I can't "work that out by myself"...

    That is an extremely low priority issue. While it may seem important to you, there are far more important tickets that the CS should be addressing.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    That is an extremely low priority issue. While it may seem important to you, there are far more important tickets that the CS should be addressing.
    "SEEM important to me"? It IS important to ME. I would not have created a ticket if it were not. But what's important to me specifically, compared to what is important to others, is irrelevant, and has nothing to do with why I posted here.

    What you quoted was my response to another poster that suggest that many of us could resolve our own issues if we just did some research. I was simply stating that in my case, and I'm sure in many others that have account and billing requests at least, this is not an option. I was not in any way suggesting that my request was more important that anyone else's.
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