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Customer Service: a major downfall!

SystemSystem Member, NoReporting Posts: 178,019 Arc User
It's a good game. I like playing it. However, I do not like being ignored by the customer service reps that are supposed to respond to issues I have. I completely understand that they are seriously inindated at the moment with issues from subscribers, and that there is a need for patience. So I create a new ticket reporting that I have not recieved any of my pre-order incentive items after entering my retail game key. I just want to emphasize the word "incentive". The reason we pre-order games is because we want to check out the game first and foremost. However, the little percs they include for supporting them in their efforts to make a successfull game, and make a ton of cash I might add, are also important to me. So, after two days I get an AI response to my ticket stating I must contact the billing department regarding my pre-order items. After three more days I notice that I'm no longer subscribed and can't log in. I go to my cryptic account and re-subscribe, scratching my head the whole time. At that point I log in to find that I do have my pre-order enterprise ship which is completely useless to me at this point because I'm already a Lt. Cmd. in game. So, I send yet another e-mail to billing with a bit of sting to it as to relay my frustration with their abilities and efficiancy. It has been a week now since I sent that last e-mail and I still have no response to my issue and still have non of the pre-order items or skill points or anything other than a useless ship that looks kind of cool. Customer service, or lack there of, is one of the leading reasons for games to die in a very short time these days. As I said at the beging of this post, I like the game, I really hope they fix their customer service efficiancy and effectiveness before it costs us all another great game.

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  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    It's a good game. I like playing it. However, I do not like being ignored by the customer service reps that are supposed to respond to issues I have. I completely understand that they are seriously inindated at the moment with issues from subscribers, and that there is a need for patience. So I create a new ticket reporting that I have not recieved any of my pre-order incentive items after entering my retail game key. I just want to emphasize the word "incentive".

    The reason we pre-order games is because we want to check out the game first and foremost. However, the little percs they include for supporting them in their efforts to make a successfull game, and make a ton of cash I might add, are also important to me.

    So, after two days I get an AI response to my ticket stating I must contact the billing department regarding my pre-order items. After three more days I notice that I'm no longer subscribed and can't log in. I go to my cryptic account and re-subscribe, scratching my head the whole time. At that point I log in to find that I do have my pre-order enterprise ship which is completely useless to me at this point because I'm already a Lt. Cmd. in game.

    So, I send yet another e-mail to billing with a bit of sting to it as to relay my frustration with their abilities and efficiancy. It has been a week now since I sent that last e-mail and I still have no response to my issue and still have non of the pre-order items or skill points or anything other than a useless ship that looks kind of cool.

    Customer service, or lack there of, is one of the leading reasons for games to die in a very short time these days. As I said at the beging of this post, I like the game, I really hope they fix their customer service efficiancy and effectiveness before it costs us all another great game.

    Was that so hard?

    And, yeah, Cryptic customer service tends to suck. It's almost a point of pride with them, as far as I can tell, as they're determined to stick with the barely functional methods they're using.
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