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How do u get help around here?

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I made a post http://forums.startrekonline.com/showthread.php?t=151031
and sent in a ticket yesterday describing what happend

got a response after 2 hours on my ticket (guess i was lucky) saying i should do a "force verify" so i edit my ticket explaining i allrdy done that before i made the ticket ,but after 6 hours and the fact i never had an answer to edited ticket's before, i decided to close it and make a new one with an update of what ive done to try fix the problem

after more troubleshooting ive concluded that its most likely a bug with my account permissions

so my questions are:

how long am i suppose to wait for a reply on my ticket?

Does "edit the ticket" actually notify the support it has been done?

why isnt there a reply button in the tickets? (would make it way less confusing and i assume easier for the support to help a customer untill problem is solved)

Edit: i must say the flaw with " edit ticket " really shows when support belive they sorted ure problem since they seem to stop reading it ,they must also be very unsecure how their own system works if they belive i have been able to play for months without a retail key

Boba
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Tickets are answered in order they are recieved and the number of people working in the catagory the ticket is assigned as.
    Editing the ticket is your relay to a ticket. Changes done by edit is flagged on the ticket.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    As you said yourself: You got lucky... Some tickets are answered within minutes, and some are never answered (mostly when you supply detailed bug reports or useless bug reports from my expirience).

    As stated above tickets are answered in the order they are submitted, and time for answer relies on how many people are reviewing tickets.

    If you havn't gotten an answer to your problem within a few hours, try posting it here... There are some competent people who might just be able to help you here.

    IF you get a solution here, remember to close your ticket, so you don't waste time of the Ticket-people so other people can get help... Im guessing that might be an issue as well.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    well i have got an reply on my ticket now and another reply after i editied it so hopefully my problem get fixed soon ,but i still belive having a "reply" button would made the ticket system much easier and less confusing for us customers who need help


    Boba
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    No doubt about that.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    From customer service:

    Dear customer we are sorry you are having troubles, please wait for deana Troy to beam to your location.

    HA now that would be support.
    Takiwa
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Yes a reply button would make things clearer.
    But since yu can edit the ticket updating it anytime even with out a response from support and the actions of the ticket would be the same with edit or reply maybe they felt it was not needed.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I can't say anything about you particular problem. I do agree that there is a serious problem regarding bugs and problems. The current system is wrong somewhere and needs a complete overhaul and revamp. Some people can only get help if they call support, others had no problems using the current system. Not counting certain issues, we need to be able to have real two-way communication options and to feel assured they have actually read understand and are working on our issues. We have the forum where most of the help here is from other players with similar issues. We have GM support which at best only half works as far as I can tell. Then we have bug reports which only get one auto reply.

    As I said I feel that there is something wrong with this system somewhere that needs a lot of work.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    well to give u guys an update on what happend here it seem my retail key has been deleted from my account is the reason i can not log on to holodeck :confused:

    how that happend i have no clue, all i did thursday was do my daily pvp on 1 char then i logged out and wasnt able to log back in
    so my latest ticket response i was told i needed to enter a retail key, but when i enter the one i got and have been using since feb 7 i get the message its allrdy in use and can not be used again so no play for me untill they manage to fix this:(


    Boba
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    At least you're able to make a ticket about your issue. I'd love to know how you got a ticket made without going in-game, I've been trying for a week but the website link doesn't to anything but light up blue and look pretty.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    you have to do an actual search first then at the bottom of a search result box is a link that says create new ticket.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    At least you're able to make a ticket about your issue. I'd love to know how you got a ticket made without going in-game, I've been trying for a week but the website link doesn't to anything but light up blue and look pretty.

    what he said :P
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