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Awesome game, but horrible customer service

SystemSystem Member, NoReporting Posts: 178,019 Arc User
For the short time i was actually able to play STO (beta testing+Grace Period) i believe that it is an awesome game with great potential, but its horrible customer service is holding it down. None of my tickets have been looked into for all i know because the only response i got was an automated response. Every time i try to call customer service i am on hold for 1/2 an hour to 45 minutes before i finally give up. I have been having problems with my Retail Key. I am not the only one with these problems; I see people complaining about these same problems. If Cryptic doesn't fix this very soon, STO may loose many potential customers... If nobody ever gets any response from customer service when they have an issue (especially ones that do not allow them to play the game); people may no longer see the point in paying for their subscription, and will cancel it. This game has potential to rival World Of Warcraft. Unfortunately, with the customer service like it is, this game may not last very long at all. Customer service is a place that can make or break an online game, especially ones that you need to pay a subscription to play. When you spend money on a subscription, you do not just expect to be able to play the game ; you expect good service if you are having a problem. You expect to be promptly and adequately assisted with your issue, and the current customer service is far from that level. trying to call customer support is like trying to call someone whose phone is dead; you will never get an answer within a reasonable amount of time. The ticketing process is like feeding a black hole; feeding it tons and tons of tickets begging for help but you do not get any response besides the automated one (from what i heard, besides the automated response, the replies to peoples' tickets were no help at all, they were cut-n-past replies). I truly believe that if the customer service is improved enough, STO will thrive, its players will be happy and the game will continue to grow for many years to come. Sorry this post was so long but i just had to get this all out. I do not intend on criticizing Cryptic Studios, or any of its employees in this post; this is simply a summary of general opinion of the situation with customer service among many of the players on the forums that desperately need help (including me). Hopefully in time, customer service will be greatly be improved and there will be significantly less complaints on this topic in the forums.

Hope this is resolved soon,
Space_Frag101
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I just got hit by a wall of text. :eek:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Wham!

    Wall of text crits you for 9,999 Dmg. You fall to your knees in defeat.

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