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How do I contact the non-India support department?

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I filed a ticket because my paypal was charged 30 dollars for a month:

"Hi, my paypal account was charged 14.99USD x 2 and next billing date still says a month from now. I'm using the ingame ticket system because the one on the website isn't working for me, perhaps because I use the newest version of Internet Explorer."

and this is the response I got:

"Thank you for taking the time to submit this bug report. Your issue will be processed and entered into our database. We will thoroughly investigate and take all appropriate steps based on the information you have provided. All Bug Reports should include as much information as possible about the issue, and as many steps to reproduce the issue as are available. If you feel that you may have not included all of the information which may have been relevant, or that you have found new information, please create a new Bug Report. If your issue has been resolved since you submitted this report, please close your ticket by viewing your tickets, and selecting "Close Ticket". This will assist us in identifying issues still affecting players. If you feel that the feedback you provided is something that you would like to share with other players, and discuss on the forums to increase Developer awareness, please share your thoughts on the Forums on the Star Trek Online Official Website, under the Community tab. Due to the number of reports we receive, we are unable to respond to each report individually. If you require individual assistance from our support staff, please submit a GM Help request. We will then attempt to contact you in-game as soon as possible. If your issue would be better addressed by our Billing or Technical Support teams, please visit www.startrekonline.com/support. Star Trek Online is a living and evolving experience. As such, the Game will continue to change as we implement and polish new features, which are a key in the continuing development of a dynamic play environment "

Are you ****ing kidding me?
Post edited by Unknown User on

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  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Encima wrote: »
    I filed a ticket because my paypal was charged 30 dollars for a month:

    "Hi, my paypal account was charged 14.99USD x 2 and next billing date still says a month from now. I'm using the ingame ticket system because the one on the website isn't working for me, perhaps because I use the newest version of Internet Explorer."

    and this is the response I got:

    "Thank you for taking the time to submit this bug report. Your issue will be processed and entered into our database. We will thoroughly investigate and take all appropriate steps based on the information you have provided. All Bug Reports should include as much information as possible about the issue, and as many steps to reproduce the issue as are available. If you feel that you may have not included all of the information which may have been relevant, or that you have found new information, please create a new Bug Report. If your issue has been resolved since you submitted this report, please close your ticket by viewing your tickets, and selecting "Close Ticket". This will assist us in identifying issues still affecting players. If you feel that the feedback you provided is something that you would like to share with other players, and discuss on the forums to increase Developer awareness, please share your thoughts on the Forums on the Star Trek Online Official Website, under the Community tab. Due to the number of reports we receive, we are unable to respond to each report individually. If you require individual assistance from our support staff, please submit a GM Help request. We will then attempt to contact you in-game as soon as possible. If your issue would be better addressed by our Billing or Technical Support teams, please visit www.startrekonline.com/support. Star Trek Online is a living and evolving experience. As such, the Game will continue to change as we implement and polish new features, which are a key in the continuing development of a dynamic play environment "

    Are you ****ing kidding me?

    That has nothing to do with India. That's an automated response generated by the support ticket system.

    If you have billing issues, I suggest you do the following.

    Go to the main STO website, click on 'Support', then on the 'billing support' option. There should be a telephone number you can call to get this resolved.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    That has nothing to do with India. That's an automated response generated by the support ticket system.

    If you have billing issues, I suggest you do the following.

    Go to the main STO website, click on 'Support', then on the 'billing support' option. There should be a telephone number you can call to get this resolved.
    I appreciate your reply, but such a phone call would cost me more than the amount Cryptic stole from me.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    This post has been edited to remove content which violates the Cryptic Studios Forum Usage Guidelines ~ Phoxe
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    The normal CS staff are neither trained nor allowed to handle billing issues, so thats about all they could do (treat it as a bug report that the ticket system wasn't working correctly). If you have billing issue, you need to contact the billing support team (all of whom sit outside my office and therefore unlikely to be in india, not that any of our CS is) either via a billing ticket or via phone.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Hey there! I just wanted to drop in and give you a brief explaination here.

    We have 3 main types of support tickets: GM Support for asking for in-game assistance; Billing Tickets for asking for assistance with billing issues like you've suffered; and Bug Reports, which allow you to let us know about bugs in the code of the game itself so we can evaluate and fix them. As a result of the types of tickets we have, Bug Reports don't get individualized replies as standard procedure.

    That's not really what we use bug reports for - we pull data like a screenshot, and some background in-game data out of those tickets for bug-squashing. We don't expect you to need a response, because we don't expect you to have been contacting us for any reason beyond simply to point out a bug.

    Please contact our billing department on this issue as soon as possible to get it resolved. They're prompt, and very competant at handling these sorts of issues. To submit a billing ticket, please navigate to the support page, which can be found at the following address: http://www.startrekonline.com/support.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    coderanger wrote:
    The normal CS staff are neither trained nor allowed to handle billing issues, so thats about all they could do (treat it as a bug report that the ticket system wasn't working correctly). If you have billing issue, you need to contact the billing support team (all of whom sit outside my office and therefore unlikely to be in india, not that any of our CS is) either via a billing ticket or via phone.

    Didn't anyone tell you about the spatial rift outside your door?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    coderanger wrote:
    The normal CS staff are neither trained nor allowed to handle billing issues, so thats about all they could do (treat it as a bug report that the ticket system wasn't working correctly). If you have billing issue, you need to contact the billing support team (all of whom sit outside my office and therefore unlikely to be in india, not that any of our CS is) either via a billing ticket or via phone.

    Thats fine as long as we Cryptic isnt taking American money and then exporting jobs overseas or bringing in ppl when plenty of hard working Americans need work. If they are LEGAL and are LIVING in the US PERMANANTLY then fine hire away.

    This post has been edited to remove content which violates the Cryptic Studios Forum Usage Guidelines ~ Phoxe
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Phoxe wrote:
    Hey there! I just wanted to drop in and give you a brief explaination here.

    We have 3 main types of support tickets: GM Support for asking for in-game assistance; Billing Tickets for asking for assistance with billing issues like you've suffered; and Bug Reports, which allow you to let us know about bugs in the code of the game itself so we can evaluate and fix them. As a result of the types of tickets we have, Bug Reports don't get individualized replies as standard procedure.

    That's not really what we use bug reports for - we pull data like a screenshot, and some background in-game data out of those tickets for bug-squashing. We don't expect you to need a response, because we don't expect you to have been contacting us for any reason beyond simply to point out a bug.

    Please contact our billing department on this issue as soon as possible to get it resolved. They're prompt, and very competant at handling these sorts of issues. To submit a billing ticket, please navigate to the support page, which can be found at the following address: http://www.startrekonline.com/support.


    This post has been edited to remove content which violates the Cryptic Studios Forum Usage Guidelines ~Kwoance"
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    He did say that and I haven't heard anything that racist since I moved out of Miami, I am honestly offended by your racist and classist attitude.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Well, of the UI 3-person STO UI team, one is Mexican and the another is Canadian, so ....
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    coderanger wrote:
    Well, of the UI 3-person STO UI team, one is Mexican and the another is Canadian, so ....

    I am eating delicious cookies while admiring you posts. Keep em' coming.:D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    coderanger wrote:
    Well, of the UI 3-person STO UI team, one is Mexican and the another is Canadian, so ....

    Wait wait wait. Nobody said my money was going to CANADIA.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Thanks for the response. It wasn't made apparant on the site for billing issues, that I had to search for something before creating a ticket.

    The India thing was a gm/csr joke referring to the epic "Benny are you there?" incident on SWG :D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Well i love it how people are making thousands of posts and threads asking for genuine help etc and the devs and mods ignore them but find the time to defend whether they are from india or not. Who gives a flying monkeys anyway whether they are from USA or india since its all one laggy server worldwide anyway and no matter where they are from so far, going by results up to this point, they all suck .

    Now maybe devs and mods can find real threads to help real problems instead of using this forum as a chat room?
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