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My lack of support frustration...

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I had issues with not getting the right pre-order items . I pre-ordered the CE from Amazon, and got what looks like the gamestop items, and none of the other CE items except for the red matter system. So, I opened a support ticket. 9 days later, no response what so ever =(. I am really let down at this point. As I said in my ticket, I would expect there to be issues on game launch and soon after, but to not even provide _any_ customer support is just asking for failure. This game had so much potential, but if Cryptic is not going to support it, I am not going to continue playing it.

Here is my ticket:
2/15/2010
I pre-ordered the collectors edition from Amazon, and was supposed to get a Borg bridge Officer. Instead, in my C-Store I see the constitution class ship. Could you please help?

Thanks,
Dave

***EDIT 2/24/2010***
Really guys? 9 days and not even an automated response? This is the reason the game will fail. Everyone expects there to be issues on release, but to not even provide any real customer service to speak of is what will keep people from paying their subscriptions. This is really disappointing.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Youll need to call amazon and go through their complaints system first.

    Oh and read the description of this forum. It;s a peer to peer forum. Meaning other players will help you, and does not mean you will get a dev response. Coderanger only posts here because he does it off his own back and usually in his own time at home. If youw ant to contact billing about problems with your account, you will need to call them by phone.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I wonder, could Gamestop have used Amazon to sell your game on the net. Thus, the game came from Gamestop and not Amazon? Either way, I agree with ted, its Amazons problem, not Cryptics. If Amazon gives you the run around, you can try to call Cryptic, explain, and see if there is anything they can do to help, but realize that if they do, its being generous.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Billing support probably won't know what to do because I've been handling these (you are case number 3 FWIW). Somehow Amazon got their hands on a few gamestop keys. Please send me a PM and I can fix it when I get back to the office on Friday.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    youthsonic wrote: »
    I had issues with not getting the right pre-order items . I pre-ordered the CE from Amazon, and got what looks like the gamestop items, and none of the other CE items except for the red matter system. So, I opened a support ticket. 9 days later, no response what so ever =(. I am really let down at this point. As I said in my ticket, I would expect there to be issues on game launch and soon after, but to not even provide _any_ customer support is just asking for failure. This game had so much potential, but if Cryptic is not going to support it, I am not going to continue playing it.

    Here is my ticket:
    2/15/2010
    I pre-ordered the collectors edition from Amazon, and was supposed to get a Borg bridge Officer. Instead, in my C-Store I see the constitution class ship. Could you please help?

    Thanks,
    Dave

    ***EDIT 2/24/2010***
    Really guys? 9 days and not even an automated response? This is the reason the game will fail. Everyone expects there to be issues on release, but to not even provide any real customer service to speak of is what will keep people from paying their subscriptions. This is really disappointing.

    I have to agree...

    I have tickets that have had no response for almost 2 weeks.. the support system in place is non-exsistant from my perspective, If i could get a refund on my lifetime subscription I would.. the phones are no better, I was on hold for well over an hour (I expected to be on a while though..), and thats just costing me more money..(bought a skype phone account just so I could make calls without it costing me more than the lifetime subscription) at some point I need to just cut my losses and move on, but the principle of it bothers me... Feeling ripped off.. :/
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Mad_Mojo wrote:
    I have to agree...

    I have tickets that have had no response for almost 2 weeks.. the support system in place is non-exsistant from my perspective, If i could get a refund on my lifetime subscription I would.. the phones are no better, I was on hold for well over an hour (I expected to be on a while though..), and thats just costing me more money..(bought a skype phone account just so I could make calls without it costing me more than the lifetime subscription) at some point I need to just cut my losses and move on, but the principle of it bothers me... Feeling ripped off.. :/

    If your tickets are about your account. Examples being billing/refunds, then a ticket to billing or a phonecall is better. It seems a lot of people are putting tickets in the wrong categories, so when the department gets the wrong ticket, they throw it in the correct one, at the back of the queue. it wouldnt surprise me if some tickets didnt even get put back.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    coderanger wrote:
    Billing support probably won't know what to do because I've been handling these (you are case number 3 FWIW). Somehow Amazon got their hands on a few gamestop keys. Please send me a PM and I can fix it when I get back to the office on Friday.

    PM sent. Thank you very much for handling this for me!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    i have just bought the game and my question is do you have to buy a game card first on top of the game to be able to use the 30 days game time thats included with the game for free
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    i have just bought the game and my question is do you have to buy a game card first on top of the game to be able to use the 30 days game time thats included with the game for free

    You need to enter a payment method before you can activate your retail account.

    If you enter a creditcard or paypal account then you won't be billed until after your free month runs out (although they will withdraw and refund a 1 euro/dollar fee to verify that the CC / paypal account is working). If you don't have paypal or creditcard, then your only option to buy and use a 60day timecard.

    Edit: Or if it really bothers you and you don't want to pre-pay another 60 days on the game you could try calling or mailing Cryptic billing and account support. If you ask them nicely they may let you activate your account with supplying a payment method.
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