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Anyone else tired of submitted tickets not being responded to?
darramouss1
Member Posts: 1,811 Arc User
I remember the old days, when you could submit a ticket and you'd get a response. Sure, it might have taken a few days but it would be responded to.
Nowadays, nothing. You get a ticket number, but I think that's only to give you the impression that something will be done about the bug or error you're writing about.
Cryptic, i'm excited about the new Romulan faction and understand that you're busy but there's no excuse for failing to respond to tickets. That's basic customer service.
Nowadays, nothing. You get a ticket number, but I think that's only to give you the impression that something will be done about the bug or error you're writing about.
Cryptic, i'm excited about the new Romulan faction and understand that you're busy but there's no excuse for failing to respond to tickets. That's basic customer service.
Post edited by darramouss1 on
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Second, Cryptic does not handle support. PWE does - and that support team handles all 13 games. Tickets are first-come, first-served. So if you are ticket #13,871 for the day then there are 13,870 people ahead of you. Depending on how big the Support Staff is it could be a week or more before they ever get to your ticket - and that is a work-week, not a calender week.
The longest I have ever waited was 21 days. The shortest time was just a few hours - but that was a billing issue and it got sent to the billing department. You can also try emailing them directly at: customerservice@perfectworld.com
We've never gotten replies to support tickets... It's the same now as it was since launch.
Well at least (unless PWE uses a messed up ticket system), we is wrong about the ticket numbers... The ticket number is merely a ID assigned to the message you just sent, and works as a reference point in the queue, not how many tickets are ahead of you...
Unless of cause they had about 2 million unhandled tickets last time I sendt one in.
Please review my campaign and I'll return the favor.
Shame, PWE. You should be ashamed of yourself.
For instance, if it's a behavior ticket (reporting another player), it will never get a response as we can not let you know action taken on or results of an investigation of another player. If it's a bug report, this will also not get a response -- it's sent to QA and they investigate. If it's something else (missing items, stuck, etc.), then GMs should respond.
Cheers,
Brandon =/\=
I've submitted a ticket about not being able to claim a Tribble of Borg even though I purchased it on a character and I have yet to get a response. I submitted this ticket more than a month ago. I can purchase a new Tribble of Borg on one of my characters, but not any of the others. I doesn't even show up in my C-Store for the character that actually has it. I thought that it was supposed to have been made an account-wide unlock after one of the Season updates, but it doesn't appear that way for me.
Just a thought, mine shows up in the Legacy area of the C-Store. If it was purchased before the F2P change last Jan, it should be account unlock. After F2P, it became Character Unlock.
Find us at CovenantofHonor.com. My Twitter handle; @jmattmiracle
Brandon,
Just so you know:
When you submit a ticket you do get sent an email with the robot reply of it being received.
Problem is, the link on that email where they tell you to go to check up on your ticket ...
DOES NOT WORK.
No matter what browser you use it says:
"The page isn't redirecting properly
Firefox has detected that the server is redirecting the request for this address in a way that will never complete."
The same message pops up with Chrome, Safari and IE as well as Firefox.
Its not a cookies issue as ive even tried with zero security safeties on (which I cringe to do for any Chinese-owned company site).
Since the ticket response you receive is always negative...always says 'sorry we cant help you with this blabla' there is no way to respond to them in the ticket site nor provide additional information.
I've resorted to just emailing customer service directly informing them of the issue accessing the website in no unclear terms and you know what I get in response?
An email asking me to use the website and not email them.
So... I don't know what donkey's **** the CSR dept has their stuck into but they need to fix their website.
Just about the tribble of borg thing, you have it backwards, it used to be an account unlock, now its a single character unlock. So if you got one since the F2P conversion (I think that's when it happened) you will only get it on that character, but it you don't unpack it from the box, you can trade or sell it. You will not get a replacement and can not claim it again. Now, if you can't claim it ont he character you purchased it on, then yes, you have a problem.
On the general issue, Brandon, can't you have a general reply saying at least that you have recieved the ticket and have done X, like we will look into it, or we forwarded it to QA, or something?
Nouveau riche LTS member
are those responded too at all?
Because i'm waiting for a Andorian Dual Cannon to be exchanged to a Dual Heavy Cannon...
my mouse clicked faster than my brain noticed that the icon was slightly different...
you got that reversed actually.
...
all Tribbles and Pets were account wide BEFORE FREE 2 PLAY, and have been changed to PER CHARACTER purchases since then.
For anybody who purchased / unlocked it before (Tribble test weekends / pre order items etc.) it has been moved to the "Legacy" tab and that one is account wide, but ONLY if you have it there already, if not... -> sux for you, PER CHAR it is.
Open your wallet, resistance is futile.
Hey Brandon.
The tickets I'm referring to are gameplay issues. A couple weeks ago I submitted a ticket regarding the fact that one of my toons can't obtain the PvP missions, the ones that give 1,440 dilithium for fighting in 3 arenas.
The other day I submitted a ticket because my ship won't display the correct name on the hull. No matter what I change the ship's name to, the name on the hull always shows as the name the ship first came with.
I understand that we can't have responses regarding the investigation of a another player. Even if we could I wouldn't want them. What I think is fair is that for legitimate tickets where the game is not doing what it's supposed to do that we get a little notice, anything, just so we know that our issues are being looked in to.
A little bit of yellow text flashing across the screen, giving you a ticket number, combined with the fact that NONE of my issues ever get resolved makes me feel like I'm being ignored. Considering that I pay for this product, that downright sucks.
I purchased it before the F2P conversion. I have it on one Federation character. It does not show up ANYWHERE in that character's C-Store, not even as being "Claimed". It shows up in another characters C-Store Item section for purchase. It does NOT show up in any section of my other characters' C-Store.
If I'm hearing everyone right, it should be an account-wide unlock since I purchased it before F2P hit.
Did you check under "Legacy Unlocks"?
Yes, on the characters that don't have it, it doesn't show up anywhere in the C-Store. On the one character that doesn't have it, but it does show up in the C-Store; it only shows up in the Web-based C-Store and it is under the Items section. The character that does have it unlocked, it doesn't show up in the C-Store anywhere as being Claimed or anything.
All I can say is good luck with getting a response...let alone a SOLUTION for a ticket regardless of the cause.
People can say whatever about Atari but their support system was FAR superior than what we have currently (whatever you want to call it Cryptic or PWE). I remember in the old days...at times getting stuck in maps unable to move ..then a file a ticket...within hrs (NOT DAYS) I would get a response and RESOLVE completely my problem. Good luck with that now. Most times if you are lucky and dealing with an ingame issue you might get an automatic response acknowledging they would look into it. Even if you try the email or support website: https://support.perfectworld.com/app/home
they do not resolve any issues even if you ask them nicely or rudely...
Most times even "real" humans at the other support end would tell you a scripted bogus email....looks like they don't know what they are doing...sorry to say but tech support is HORRIBLE in this game. I still have unresolved tickets ever since PWE took over and just dont bother with it anymore.
Everytime there's an opportunity I use the "Ask cryptic" or similar venues to shed some light on the subject. Quality support is LACKY in this game and they just dont want to hear it...not a complaint but a FACT. :mad:
Have you completed the mission Neutral Zone Diplomacy available from Admiral Quinn at ~level 7. You must complete this mission in order to get PvP missions and tutorials and is frequently missed by people power levelling new toons.
If you are in space when you change the name and registry number of your ship it will always display the same as original until you refresh the model by changing from space to ground and vice versa.
Hope that helps.
T
I have the generic response saying it will be looked at but that don't count. I didn't expect an instant reply but 6 days is very slow.
Do you know what the difference is between a ticket that is submitted and acted on silently versus a ticket that was improperly submitted, ignored, or misunderstood?
There isn't a difference.
Actually, let me qualify that a practical example. The difference is that a ticket being improperly submitted or ignored can't hurt you, while a ticket misunderstood by the staff can. Last time I tried submitted a report of player behavior (an entire Fed team glitching their way onto Qo'nos), the customer support staff saw fit to issue me a warning for breaking the rules. Which tells me that either the behavior reporting system is buggy, inadequate, or the operators don't understand how to use it. I tried submitted a question/complaint, and of course that got ignored. Or did it? Half the time stuff submitted to the system disappears without a trace and I can't even tell what my official warning level or record is, so who knows. I'm not agitating to get this issue looked into. I'm using it as an example of really miserable interaction.
And then there's the endless bugs players dig up. Is this bug we found something we should submit? Will anybody read the report? Does an undocumented workaround already exist? Should we get used to this bug because it will purposefully and deliberately never be fixed? A novel-sized bug report could be written for this game, but we have no idea what the current status of anything is. Telling us "If you submit a bug report, you won't get a response" is the same as telling us that submitting bug reports is probably a waste of time. When people start to think submitting bugs is a waste of time, you have a problem. Players need to know what bugs are known to Cryptic, and what's actually happening with them, so we can help you help us.
Maybe I'm just bitter and cynical and bored with the game. It makes it easier to focus on the negatives. But then, at the same time, I know for a fact that when you guys drop a massive new expansion on us, heck! Any new content at all! It will be full of bugs. It took three patches before the Kumari was working right. That's just one ship. And the Kumari is a success story because the problems actually got fixed. What new mission script, costume, and equipment bugs will the Romulans bring? I am sickened to think about it, not because I expect every game to launch flawlessly, but because I expect there to be numerous bugs, zero interaction, player frustration, and no resolution (that players are aware of) for a great number of things. Because of this, adding new content isn't an effective sparkly distraction because it will just compound the problem even further.
*sigh*
Back to Skyrim, where the endless bugs are tackled by a 94-meg community made patch and anything left over can be fixed with the console.
And for bug reports that are being completely ignored? Esp when it is a major game breaking bug??? I Have submitted several tickets and reported a bug on the forums about the chat system not working (EG: Can't see half of what is being typed since S7 hit the server making it almost impossible to get involved in fleet activities)
This is being ignored every time, or if it isn't being ignored, frankly it should get some sort of acknowledgement, I have spent the last 22 years in Customer Service and believe me, response, response time and over all customer service when submitting tickets does lack in this game dragging Customer Service down massively.
That's not your fault, you don't handle tickets but it is something that needs addressed and you are the public's liaison shall we say here on the forums. So far the ONLY response we get to tickets is the little yellow pop up text "Successfully submitted ticket number 1,000,000" and then we sit and watch the patch notes. How many patches have come out since S7 and still no resolution to the ticket I submitted numerous times. I am sure others are in the same boat.
What is the point of having a system that does not work as intended???
***Disenchanted***
Real Join Date: Monday, 17 May 2010