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6 days 4 vendors & two purchases...still no STO

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I was given a Buddy key and began playing a couple weeks ago. I decided to buy the game and went tried every North American distributor that sold the digital version. Two distributors had technical problems with processing sales and notified me the next day they were looking into it.

The third, XFire, processed my credit card and sent a receipt but no Game Key. The next day they said they were looking into the problem. Later that day they sent me a Game Key. I punched it in and it says it's invalid. I wrote them back. I got another email that they were looking into the problem with their system.

There are no phone numbers anywhere and it appears that Cryptic phone help is only available till 5pm???? I wrote Cryptic. I got reply the next day that they would put my problem in a queue. I haven't heard since.

Tonight I notified XFire to refund my money and I went to Atari to try to purchase. Sure enough, they processed the credit card sale and said they'd send me a receipt and game key. Theres a confirmation online of the sale but I have received no reciept and no game key.

I've been playing MMO's for 5 years, and have played three games. Two of them I have purchased life time subscriptions to for myself and other family members. This is so far the worst experience I've had with an MMO. In fact, it runs close to being the poorest all round customer service for any product I've ever bought. The fact that the purchase was for a digital download compounds the problem. Once the purchase is cleared, the customer should get a working product immediately...not the next day and not a week later.

It appears few if any of the vendors for the US have phone numbers and are able or willing to help with problems except during the day 8-5. In the midst of a poor economy when businesses are scrambling for customers, how can these suppliers have such a poor attitude about customer service. I've been a business owner for 20 years. Mistakes happen. Technology sometimes fails, but there always needs to be an effort to get a real live person working on problems that threaten to undermine a companies reputation, even if that means adding some people to give some round the clock help while you are trying to establish yourself.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    You can find atari keys prior to them being sent to you by http://store.atari.com/dr/v2/ec_main.entry11?sp=10346&pn=1#q2 once you get past that screen there should be a save icon, click it and your key should be listed besides the product description.

    The previous purchases however should be the fault of the retailers for charging you for an item they didn't have stock of, not the developer's.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Thanks for your reply. I followed that link but there's a technical problem with getting on that page. I can actually get to the page that shows my sale but it says its still processing. As to whether its only a supplier problem, I notified Cryptic that when I tried to use a Game Key sent by XFire 2 days ago I got a notification from them that it was a used key and could not be used again. They said they would look into the problem and I haven't heard from them. So I think there are issues that both need to address. But thanks for your attempt to help out.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I was contacted by Atari within an hour of posting on the forum so I've finally gotten my Game Key and am online.
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