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Has Account Support been downsized?

SystemSystem Member, NoReporting Posts: 178,019 Arc User
A friend of mine has been trying to get in touch with Billing and Account support to clear up some issue or other. However, it seems that support can't be contacted by telephone anymore.

Looking at the current Contact details seems to indicate that only Online Tickets are accepted.

However, google's cache of the page shows the US and UK numbers used to be there.

Is this a temporary website glitch, or have the phone lines been closed down?

If the latter, then I presume that you don't need to be currently subscribed to raise an Online Support ticket?
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    There was a post about this elsewhere last week. They cut off phone support. It is usually the first sign of a company in financial trouble when the live support gets cut and probably 1 person left in support department going through tickets.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    yes it seems that the extra staff they took on after the billing fiasco's at launch, are now doing something more suited to their skill set.
    There is no longer a phone support for Cryptic. Which is less support that the game had pre-launch.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Laediin wrote: »
    There was a post about this elsewhere last week. They cut off phone support. It is usually the first sign of a company in financial trouble when the live support gets cut and probably 1 person left in support department going through tickets.

    Blizzard doesn't have a phone for support. WoW seems to have done OK without it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    EDIT: I just went to blizzards website and found their account and billing live customer support number. I am guessing they do have customer support then?

    US Account & Billing: 1-800-592-5499
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    wrote:
    EDIT: I just went to blizzards website and found their account and billing live customer support number. I am guessing they do have customer support then?

    US Account & Billing: 1-800-592-5499
    Pretty hard to remember back of 5 years, but if they did have it I know they got a lot of calls and complaints those first few months. I never got so much free time from any other MMO I've played then what I got from WoW those first few months. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Blizzard doesn't have a phone for support. WoW seems to have done OK without it.

    ...but they probably reply to support tickets, yes?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    syberghost wrote: »
    Blizzard doesn't have a phone for support. WoW seems to have done OK without it.
    City of Heroes (Cryptic's first MMO) still has a phone number where you can call support, six years after it was launched.

    What's worse is that STO support doesn't respond to tickets, PMs or forum posts either. It looks like the only way that you can get any support for this game is to call a GM in-game. And that's only going to work if you have a simple in-game issue. For billing or account support you're basically SOL.

    I hate to say it, but it sure does look like Cryptic is getting ready to fold. I just hope I'm wrong.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Probably 99% of the people calling the support # just called in to scream "Cryptic suhxx, DIAF you &%#*@" and hang up.


    and they figured a phone support number was no longer needed.


    Just look at the forums. The same "freethinking" individuals were probably harassing the operators every minute of the day (except with more "colorful" language). After a few weeks of that, no one would want to ever pick up the phone again.


    Blame yourselves...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Soupgoblin wrote: »
    Probably 99% of the people calling the support # just called in to scream "Cryptic suhxx, DIAF you &%#*@" and hang up.


    and they figured a phone support number was no longer needed.


    Just look at the forums. The same "freethinking" individuals were probably harassing the operators every minute of the day (except with more "colorful" language). After a few weeks of that, no one would want to ever pick up the phone again.


    Blame yourselves...

    So you are just guessing then?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    syberghost wrote: »
    Blizzard doesn't have a phone for support. WoW seems to have done OK without it.

    US: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20606

    Europe:
    http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210

    Please, let's stick to the facts here.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    They had 1 person on phone support at launch to begin with and phone support really isn't all that necessary. In order to get a hold of Blizzard's phone support that involves waiting 2-3 hours with the hope of not getting disconnected.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Soupgoblin wrote: »
    Probably 99% of the people calling the support # just called in to scream "Cryptic suhxx, DIAF you &%#*@" and hang up.


    and they figured a phone support number was no longer needed.


    Just look at the forums. The same "freethinking" individuals were probably harassing the operators every minute of the day (except with more "colorful" language). After a few weeks of that, no one would want to ever pick up the phone again.


    Blame yourselves...

    nice conspiracy theory. I think mulder maybe looking for a new partner
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    They had 1 person on phone support at launch to begin with and phone support really isn't all that necessary. In order to get a hold of Blizzard's phone support that involves waiting 2-3 hours with the hope of not getting disconnected.

    Don't know what it was like in the US, but at the height of 90daysfreeplay-gate I gave the UK support line a ring. Got through first time after a couple of rings. The nice fellow on the phone didn't seem too overworked, mentioned that a lot of people were cancelling lifetimes, but that he'd have to pass on a request for such to his superior.

    By inference, that's at least two employees on phone support. Unless the supervisor was balancing separate roles.


    Is there any evidence that they only had one person? A forum link or something?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Just for S&L what do you guys call support for? Playing MMO's for 10 years, I have never had the need to contact a company via telephone. I also know my way around a computer, is this why?

    I am just curious, If I was double billed I wouldnt contact the company, I contact my bank/creditor.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Sizman wrote:
    Just for S&L what do you guys call support for? Playing MMO's for 10 years, I have never had the need to contact a company via telephone. I also know my way around a computer, is this why?

    I am just curious, If I was double billed I wouldnt contact the company, I contact my bank/creditor.

    where did you get double billing? A lot of people have gotten billed after they cancelled their account. I assuming they would like some kind of explanation. The bank can't really tell them anything other than they have been charged.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Sizman wrote:
    Just for S&L what do you guys call support for? Playing MMO's for 10 years, I have never had the need to contact a company via telephone. I also know my way around a computer, is this why?

    I am just curious, If I was double billed I wouldnt contact the company, I contact my bank/creditor.

    I had to call Bioware once because the authorisation serial number in my premium package Neverwinter Night's box set was illegible ( not just to me, a poor print run ) That was not a good experoence because they put me on to the UK distribution help ( would you credit it? That was Atari ) and instead of giving me a new key the guy on the phone acknowledged the problem and wanted me to sit there at my cost whilst we guessed at combinations of what could have been 0's and D's B's and 8's 1's and I's. It was a spectacular joke and in the end I made the retailer replace it with one that we opened and agreed what the key was.

    That was many years ago and I don't recall calling customer support for anything ever since.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    bstiff wrote:
    where did you get double billing? A lot of people have gotten billed after they cancelled their account. I assuming they would like some kind of explanation. The bank can't really tell them anything other than they have been charged.

    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
    Sizman wrote:
    Double billing - Getting billed twice for something that was suppose to be a one time purchase.

    When someone charges my bank card/credit card without something I have authorized, I call and dispute it.

    You new to this? You never called your bank or creditor to protest a charge? You must be a lucky person.

    There is no explanation that could be possible if I did not authorize a charge, period. Explanation = either opps or someone stole from me.

    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
    I had to call Bioware once because the authorisation serial number in my premium package Neverwinter Night's box set was illegible ( not just to me, a poor print run ) That was not a good experoence because they put me on to the UK distribution help ( would you credit it? That was Atari ) and instead of giving me a new key the guy on the phone acknowledged the problem and wanted me to sit there at my cost whilst we guessed at combinations of what could have been 0's and D's B's and 8's 1's and I's. It was a spectacular joke and in the end I made the retailer replace it with one that we opened and agreed what the key was.

    That was many years ago and I don't recall calling customer support for anything ever since.

    See, this is what I was looking for...

    A problem I have never encountered nor would have thought of, sorry to hear you had this issue.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    bstiff wrote:
    yes Im quite aware of what double billing is. I asked you where you saw it you condescending mother ****er.

    I was making a assumption since this thread didnt point out the issue only the issue contacting support.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    bstiff wrote:
    nice conspiracy theory. I think mulder maybe looking for a new partner

    Wow, your back.....


    Did you have a nice vacation?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Sizman wrote:
    Double billing - Getting billed twice for something that was suppose to be a one time purchase.

    When someone charges my bank card/credit card without something I have authorized, I call and dispute it.

    You new to this? You never called your bank or creditor to protest a charge? You must be a lucky person.

    There is no explanation that could be possible if I did not authorize a charge, period. Explanation = either opps or someone stole from me.

    like most sensible people i call the person responsible for double billing me and get a refund. Only in the event of refusal do you need to call your bank.

    I can't speak for credit cards, I've not used one for 15 years.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Soupgoblin wrote: »
    Wow, your back.....


    Did you have a nice vacation?

    Yeah Im touched you follow my activities that closely. Nothing to do in game?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Don't know what it was like in the US, but at the height of 90daysfreeplay-gate I gave the UK support line a ring. Got through first time after a couple of rings. The nice fellow on the phone didn't seem too overworked, mentioned that a lot of people were cancelling lifetimes, but that he'd have to pass on a request for such to his superior.

    By inference, that's at least two employees on phone support. Unless the supervisor was balancing separate roles.


    Is there any evidence that they only had one person? A forum link or something?

    This was the case at the time as explained to me by the Director of CS when I had complained about the excessive wait time getting a response to a ticket about the ship customization gizmo eatling tons of creds and doing nothing during the first 2 weeks of launch. He did mention they were in the process of hiring more CS people at the time though but didn't specify if it was phone or game support. As small a company that Cryptic is, it probably suits them better to drop phone support and devote those financial resources to other areas.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    City of Heroes (Cryptic's first MMO) still has a phone number where you can call support, six years after it was launched.

    What's worse is that STO support doesn't respond to tickets, PMs or forum posts either. It looks like the only way that you can get any support for this game is to call a GM in-game. And that's only going to work if you have a simple in-game issue. For billing or account support you're basically SOL.

    I hate to say it, but it sure does look like Cryptic is getting ready to fold. I just hope I'm wrong.

    I kinda hope your wrong too. I heard The Matrix Online went under, but only after 4 years. If this game dies, will it be some kind of record breaking or something?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I kinda hope your wrong too. I heard The Matrix Online went under, but only after 4 years. If this game dies, will it be some kind of record breaking or something?
    Tabula Rasa lasted only 15 months, Fury lasted only about 10 months.

    Remember, ToS was canceled after less than 3 full seasons. So just because it's Star Trek doesn't mean it gets any special breaks.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited May 2010
    The Matrix Online went under about a year and a half ago, and they kinda went strong...
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