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Online handle request - Billing Support tickets being closed repeatedly

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I've followed the Billing FAQ instructions as to how to request an online handle change, the reasons why are in the ticket(s) as are the requested changes, I'm just not posting those here.


the first ticket I placed was

Online Handle Change - #509777 - Star Trek Online Date: 01/22/2010 Status:Resolved Reply:Yes

Greetings, We regret the delay in responding to your ticket. Most issues received at the same time as your ticket have already been resolved, either through internal work and game patches, or the conclusion of the Star Trek Online Open Beta and Head Start events. Some other issues that you may be able to resolve yourself include: - Not receiving your Retail Game Key - Contact your retailer, Cryptic Studios does not provide retail keys (any purchase made on Atari.com should be directed to: Email: webhelp@digitalriver.com 24/7 or for Phone support: 1-800-310-2850 ) - Unable to locate your Pre-Order bonus items in the C-Store or during character creation - Make certain that you have entered the Retail Key from the location the Pre-Order bonus is offered (If your Gamestop Starship is still missing, make sure that your Gamestop retail key has been entered to your account) - If you are having a question about a game function or basic technical issue - please check the forums as a first step (http://forums.startrekonline.com/). Our community is always willing to help out! - If you submitted a ticket regarding trouble purchasing a Lifetime and/or 12 month subscriptions before February 1, 2010 11:59PM PST expiration, please submit a new ticket and we will review your account(s) to determine your status. If your issue has not yet been resolved, please reply to this email with any additional information that may assist us in responding quickly. Your account name, the name of any retailer involved and your payment method will provide the most assistance for Billing Issues. We appreciate your time and interest in Star Trek Online. Live long and prosper, The Cryptic Studios Support Team


I waited a bit as I knew there were a lot of other bigger things going on, but since the handle wasn't changed and many days had passed, I put in a new ticket on the 16th of Feb, (25 days later)

#672723 On 02/16/2010 Status Resolved reply =Yes

Hello, GM Destra here. This is a response to all open Billing tickets. Fortunately, many of the issues that affected players during release have been resolved by back end fixes we recently implemented. However, during the week of launch we received so many tickets that our CS team is currently fighting against a formidable backlog. If your issue has not been resolved by our back-end fixes, please reply to your ticket. Doing so will re-open your ticket and return it to its original place in the queue. I apologize if this causes any frustration. All tickets that do not receive a reply before the end of the weekend will be closed automatically. I would like to take this opportunity to apologize for the extreme delay in responding to your ticket. We are working as fast as we can to answer all tickets submitted as quickly as possible. We have increased staffing to combat this issue and hope to reduce our backlog of unanswered tickets very soon. If your issue has already been resolved, or you have submitted any duplicate tickets, please feel free to close those outstanding tickets and we will respond to your original issue as soon as is possible. Thank you for your continued patience and understanding. Regards, GM Destra



A canned reply and the issue has not been corrected. Today I put in the third ticket (44 days after first request.)

Display name change - THIRD request | Ticket #732907 - Star Trek Online... | Date: 03/07/2010 | Status: New | Reply:No


Somewhere in that 44 day wait I also sent in two emails to Billing. I did not get any reply to those emails. Not even a canned received email. Yes, I have the right email address for my account, I do get the cryptic marketing emails addressed to my account here.


Currently: My display handle has still not been changed so it's not resolved. I have been very patient waiting and putting tickets back in but that this point. I need more HELP from Cryptic than just following the FAQ and sending in a billing ticket/email.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    As both of those responses pretty clearly state, your tickets were closed as part of a set of mass-closes because the backlog was too big to process in a reasonable amount of time. As for today, there is no one answering tickets today, so you will have to wait until tomorrow at the earliest. As you might expect, cosmetic things like this are lower priority requests than getting game bugs dealt with or handing billing errors.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    First ticket:
    Mikehlubb wrote: »
    If your issue has not yet been resolved, please reply to this email with any additional information that may assist us in responding quickly. Your account name, the name of any retailer involved and your payment method will provide the most assistance for Billing Issues. We appreciate your time and interest in Star Trek Online. Live long and prosper, The Cryptic Studios Support Team

    Second ticket:
    If your issue has not been resolved by our back-end fixes, please reply to your ticket. Doing so will re-open your ticket and return it to its original place in the queue. I apologize if this causes any frustration. All tickets that do not receive a reply before the end of the weekend will be closed automatically.

    So, twice now they've told you to re-open the same ticket if your issue is not resolved, and you've ignored that and moved yourself back to the back of the line, and you're complaining you're at the back of the line....

    Find the email from your first ticket. Reply to it to re-open the ticket, which will immediately jump way ahead in the line. Next time, READ the "canned responses" they're sending you; there's important information in them.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    As both of those responses pretty clearly state, your tickets were closed as part of a set of mass-closes because the backlog was too big to process in a reasonable amount of time. As for today, there is no one answering tickets today, so you will have to wait until tomorrow at the earliest. As you might expect, cosmetic things like this are lower priority requests than getting game bugs dealt with or handing billing errors.

    Yep, I've been looking at them in the same light, very low priority & mass-closing due to huge volume. It's too bad there's no way to re-open a closed ticket on the website, as I'd have done that instead of adding a new ticket.
    the email, I send did over lap the time period when the two ticket were closed. I'll be waiting, as I have been.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    syberghost wrote: »
    First ticket:



    Second ticket:



    So, twice now they've told you to re-open the same ticket if your issue is not resolved, and you've ignored that and moved yourself back to the back of the line, and you're complaining you're at the back of the line....

    Find the email from your first ticket. Reply to it to re-open the ticket, which will immediately jump way ahead in the line. Next time, READ the "canned responses" they're sending you; there's important information in them.

    That is not the case at all. Please re-read what I typed again, and please do not assume that I didn't read those two replys to the tickets.

    Short(er) version:
    1. I put a ticket in, it was mass-closed, I emailed, got no reply. I waited as the volume of ticket was huge.
    2. I send in a second ticket, as there is no way to open a ticket form the web See link http://www.startrekonline.com/tickets
    when that one closed I again emailed Billing. and again got no reply. and again waited a while.
    3. there nothing wrong with my being patient, or my putting this in as a third ticket, or posting that info here.

    As coderanger pointed out "cosmetic things like this are lower priority requests than getting game bugs dealt with or handing billing errors."

    Auric Goldfinger - Once is happenstance. Twice is coincidence. The third time it's enemy action.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Perhaps something worth noting, editing a ticket will open it again.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    coderanger wrote:
    Perhaps something worth noting, editing a ticket will open it again.

    hmm.. I didn't see that on the web support "My Tickets" link. If it's in game, I never looked there for it. I felt there wasn't a need to as all the info showed on the support web page under 'my tickets'

    When I look at "my tickets" on the support web page, I can see three buttons.

    Open tickets | Closed Tickets | Create a new Ticket

    When I click on Open tickets and select a ticket, I get two buttons at the bottom, Edit & Close.

    When I click on Closed Tickets and select a ticket, I get NO options at the bottom.

    So if a ticket is closed by support which then places it the closed list. How does one re-open said ticket?

    I just looked at my tickets in game. Closed tickets show the edit button as being greyed out. (the closed button is greyed out for them too, but that doesn't apply.) I didn't see a reply button in game at all.

    Perhaps there should be an edit button, reply button, or a re-open button in cases like this?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Well you told syber to read what the responses said, so its time to follow your own advice.

    BOTH tickets told you to REPLY if your issue was unresolved. NOT open a new one, or wait 2 weeks.

    As in.. reply to the email.


    ...please reply to this email...

    ...please reply to your ticket...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Well you told syber to read what the responses said, so its time to follow your own advice.

    BOTH tickets told you to REPLY if your issue was unresolved. NOT open a new one, or wait 2 weeks.

    As in.. reply to the email.


    Actually, I told him to re-read what I had posted.

    I stated that I did send in emails in the original text. seems you missed that as well.

    this is the part you both ignored:

    Somewhere in that 44 day wait I also sent in two emails to Billing. I did not get any reply to those emails. Not even a canned received email. Yes, I have the right email address for my account, I do get the cryptic marketing emails addressed to my account here.

    Those emails were my reply emails to the first and second Tickets. Sigh.

    Just so we're on the same page, have either one of you had to re-open or reply to a Ticket?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    So, just to be sure I didn't miss anything. I just went back through all my email for the last two months, including the spam filter, looking for anything from Cryptic. I have this (see below) from Billing Support Dated 2010-02-19 which makes it a reply of sorts to my second ticket.
    The first paragraph, covers the time with my first ticket, it's being closed, and my follow up email.
    The second paragraph covers why I sent in a third ticket.
    The email itself is a reply to my then open second ticket, no idea why my email back didn't get it re-opened, but by golly, they've been busy after all.

    Hello,

    This is a response to all open Billing tickets.

    Fortunately, many of the issues that affected players during release have been
    resolved by back end fixes we recently implemented. However, during the week of
    launch we received so many tickets that our CS team is currently fighting
    against a formidable backlog.

    If your issue has not been resolved by our back-end fixes, please log into your
    account at http://startrekonline.com and submit a Support ticket for further
    follow-up. We apologize if this causes any frustration. All tickets that do not
    receive a reply before the end of the weekend will be closed automatically.

    We would like to take this opportunity to apologize for the extreme delay in
    responding to your ticket. We are working as fast as we can to answer all
    tickets submitted as quickly as possible. We have increased staffing to combat
    this issue and hope to reduce our backlog of unanswered tickets very soon.

    Thank you for your continued patience and understanding.

    Regards,

    The Cryptic Studios Support Team
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Problem is now resolved. Thanks coderanger for your help!
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