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C-Store error - Missing KDF Ship!
framesplicerx
Member Posts: 0 Arc User
In the hopes that Branflakes or someone else of that ilk spots this:
6 Days ago I submitted a ticket as to why the Koro't'inga class KDF ship was no longer listed as AVAILABLE in my Cstore tab on a new KDF character. I purchased the ship a while back amongst many other KDF ships during a sale.
On my lvl50 KDF toon, I have the console that ONLY comes with that ship via c-store purchase sitting in his inventory. BTw, the console is the "Magnetometric Generator".
In the ticket I suggested they look at that toon to verify that I have the console and thus HAD to have purchased the ship.
Interestingly enough, the toon I originally purchased the ship with ALSO sees the Cstore as not having been purchased.
Today, I recieved a reply that was not what it should have been. It simply stated that there was no record of me having purchased the ship so there is nothing that can be done.
Clearly, that's not the outcome I deserve. Here is photo proof why: http://i1105.photobucket.com/albums/h358/framesplicer/MagnetometricProof.jpg
I edited and requested a review of their decision and suggested AGAIN to check the character from the account that was sending in the ticket. WHere they can verify I have the console and thus have the ship. Ergo, there is an error on their end. I also requested that my ticket be escalated to another layer of CS.
So I hope someone from Community or CS spots this and views the image- and subsequently helps me resolve this matter. I am happy to resolve this matter in -game or on the phone if that is somehow helpful.
Thank you.
6 Days ago I submitted a ticket as to why the Koro't'inga class KDF ship was no longer listed as AVAILABLE in my Cstore tab on a new KDF character. I purchased the ship a while back amongst many other KDF ships during a sale.
On my lvl50 KDF toon, I have the console that ONLY comes with that ship via c-store purchase sitting in his inventory. BTw, the console is the "Magnetometric Generator".
In the ticket I suggested they look at that toon to verify that I have the console and thus HAD to have purchased the ship.
Interestingly enough, the toon I originally purchased the ship with ALSO sees the Cstore as not having been purchased.
Today, I recieved a reply that was not what it should have been. It simply stated that there was no record of me having purchased the ship so there is nothing that can be done.
Clearly, that's not the outcome I deserve. Here is photo proof why: http://i1105.photobucket.com/albums/h358/framesplicer/MagnetometricProof.jpg
I edited and requested a review of their decision and suggested AGAIN to check the character from the account that was sending in the ticket. WHere they can verify I have the console and thus have the ship. Ergo, there is an error on their end. I also requested that my ticket be escalated to another layer of CS.
So I hope someone from Community or CS spots this and views the image- and subsequently helps me resolve this matter. I am happy to resolve this matter in -game or on the phone if that is somehow helpful.
Thank you.
Post edited by framesplicerx on
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New response from CS that is completely face palm worthy.
"Despite that you may possess this item in your inventory, we cannot reimburse, grant, refund, or otherwise modify your ship permissions if we don't have a record of you purchasing this ship. This is because there are other ways to get the many of the C-POint ships such as 600day vetern token or emblems (which are no longer avalable)."
Point 1 - I JUST got my 300 day vet notification 1 week ago.
Point 2 - EMblems have been gone for nearly 7-8 months now.
SO I ask again, how would I have received this Cstore only console if I didn't buy the dang ship from the store.
I really feel like the person handling my ticket doesn't quite get what I'm saying as well as possibly missing key game facts and information. :mad:
Am I crazy here guys and gals? The only way to get the console is to have purchased the ship in question.
I've asked to have my ticket escalated, but I really feel like I'm getting the shaft here. I don't feel like a valued customer.
Varanus-LOCKED. I BOUGHT THIS SHIP.
DS9 Bundle-LOCKED. I BOUGHT THIS BUNDLE.
What in the name of Khaless did you do CRYPTIC?! How could you royally mess something like this up?!
The more I think about it, the more infuriating it is. I just want what I paid for. They need to consider that they could possibly have database issues on their end.
To think I was considering getting a Lifetime recently...
Yeah. A friend kinda went "If this isn't fixed... I for sure am not buying anything from the store again." This kinda error if not fixed would send players away quickly.
It sounds like the CSR hasn't got a clue how the ingame mechanics work and is just looking in Cryptic's obviously bugy database for your transaction history.
Even if you were a 600 day Vet, I don't believe you'd be able to purchase that ship with your Vet token, as they only apply to VA/LG level ships. Emblems did allow you to purchase some ships, Nebula among others but not the Koro'T'inga to my memory. Note that there was one C-store ship given away to each faction, just before F2P, if I recall correctly, not sure which ship it was though.
With the possible exception of a couple of staff, Cryptic as an entity made it clear it didn't care about its paying customers long before it even went F2P. Now its F2P, getting your money for C-Points / Zen appears to be ALL that Cryptic as an entity is interested in (although there still appear to be some staff who actually care about the game / players).
Here before PWE (and hopefully) here long after PWE is gone.
What this game needs is PvP, NOT PWE.
[SIGPIC][/SIGPIC]
Basically, I made a new KDF character and as I'm leveling the toon, I'm claiming the ships that I bought back in March/April to help spice up the play experience. I bought all these ships on my lvl 50 KDF back then.
So when I hit a new rank, I claim the ships of that tier.
The problem is that the Koro't'inga Refit, which has the Magnetometric Generator console, is no longer showing as "Available" and instead lists the price again.
I swapped to the my 50 KDF to see if it was the same for that character and it was. I cannot claim as it is showing that it needs to be purchased.
However, if you view the image I linked to in the OP, you can see that I HAVE the console that can only be obtained by buying THAT ship.
Ergo, something is up with their database/purchase history in regards to my account. This is obvious and I have proof of the problem. They can view my inventory on my level 50 and verify that this is actually there.
There is NO other way to obtain that console in the game- only via Cstore purchase.
YET... they are claiming they can't help me as my account is not flagged for having purchased the ship in question. They are additionally throwing flak to cloud the issue by the mention of 600day vet reward and the old emblem system- neither of those can be used to obtain the ship and console! This tells me that I'm dealing with someone who doesn't know the game beyond what the form on his/her desk says... which is clearly outdated and incorrect.
I'm still hopeful a yellow name sees this and inquires on my behalf. Make me feel like a valued customer, dangit!
But if some Branflakes follower wants to tap his shoulder via twitter, awesome!
Or they could put his twitter addy here and I can try to do it.
As far as an update, it took 3 days for them to tell me that yes, "they will escalate my ticket."
I guess that's something...
Ecalation happened, but I'm still in the weeds it seems:
"We've reviewed your transaction history and we don't show a record of you purchasing the Koro't'inga ship. Here are the ships we do show..."
THen it lists all my KDF purchases.
"Previously it was possible to purchase ships using alternate currencies, such a Energy Credits. If a ship was bought in this manner, it would useable by the character but not be unlocked for the account. Additionally, if the character who bought the ship dismisses it, would not be able to reclaim it."
I wasn't aware you could buy a cstore ship with energy credits!? Oh wait you can't. It defeats the whole point of trying to have "value-added" ships for real money. Again it appears they are missing the point- I have a console you can ONLY get from a Cstore purchase, so I have PURCHASED the ship via the CSTORE!!!
They close with "I will not be able to unlock the ship on your account, and I am very sorry for any inconvience this may cause."
So I'm back where I started. I replied with this:
This is really coming to the principal of the matter and what I view as the CS's dismissal of customer issues- or at least MY issue.
It's pretty logical:
Obviously, the Season 6 update that changed the store over to Zen has totally screwed up several of the items in the store.
That being said, if the option for live chat still exists use that, that usually works a lot better.
a history of sto pvp: 2010 - 2011
a history of sto pvp: 2012 - 2013
And sadly, I did'n even mean that sarcastically.
i had the same thing with br'el sorry we cant prove u payd for it tuff luck.
was a bit miffed at 1st but i only wanted it for pvp so big loss and i just stick to my kar'fi til they make something better
The C-Store now shows it as not unlocked and requiring me to purchase it, despite also saying on the same screen that "You already have this item in your inventory" - displayed just below the ship's picture in the C-Store.
So the game knows I have the ship but wants me to purchase it again? Sounds a lot like a bugged database to me. For what its worth, I /BUGged it #1364434, should someone from Cryptic wish to take a look at the issue.
I took a screenshot, which I could probably post here but I doubt it would achieve anything.
Here before PWE (and hopefully) here long after PWE is gone.
What this game needs is PvP, NOT PWE.
[SIGPIC][/SIGPIC]
If I were you, I'd submit a ticket in game. I just had my issue resolved last night!
It wasn't exactly the outcome I want, mostly because they turn-ed their nose up at having an error on their end. The wording was along the lines of:
"I've talked with my supervisor and reviewed the ticket with him. We do not show a purchase made by you on this ship, and we have no reason to assume a database error occurred. However, as a token of good faith, we have credited your Zen balance by 1000. This is the exact cost of the koro't'inga ship."
So in the end, I got my ship "back" and I can move on from this issue.
All this considered, and the fact that it took nearly 12 days from initial ticket submission... I'd still suggest you put in a ticket, and create a new forum post. Keep escalating when you hit a road-block. They told me they couldn't help me 4 times before I finally some kind of movement with them.
I'm pleased with the outcome, just miffed at the process to get what I paid for.
Agreed, i just purchased the d'kyr myself about 20 minutes ago. same problem. at first i thought it was me, but now i know better. season six is a bust! :mad: i really hope they fix this soon, between the exchange going on the fritz and people's requisitions not being recorded, this may be STO's last season.
That is bull**** actually. Pre-F2P when you purchased the Nebula Tier 3 you unlocked it in all characters in the account. I had three fed characters flying nebulas this way. When the cstore begun to be the sole focus of the dev efforts we were told the already unlocked ships would remain account wide....and lo and behold that promise was broken as hard as the game was.
In any case,
OP here's what you need to do:
Gather all written communications between you and the CSR team. Get your screenshots.
If you paid for cpoints at any point in time, find those transaction in your credit card statement. It must add up to the cpoint cost of the ship.
Then simply submit a dispute with your credit card company. That gives Cryptic/PWE literally 30 days to either get that TRIBBLE fixed or refund the money. It costs the companies a lot more to solve a dispute than it costs them to refund the money so usually they will try to get it right or else they'll end up fighting the credit card company not you.
As long as you have your documentation you're fine.