Silver member here, they are slow at answering there tickets, just like they are slow at fixing things think the longest have waited is about ten days and the response i got was useless.
Wish you luck and live long and prosper! (you'll need the live long part lol)
Spearhawk, I'm in the same boat as you. I had keys vanish from my account as well, filed a ticket over 2 weeks ago and still have not heard anything back from support either. Due to the lack of customer service I will never pay money for zen again and instead just use my monthly stipend or dilithium for zen.
Well, PayPal are just about to refund pretty much every penny I've spent, because Perfect World hasn't responded to the dispute I started, after I couldn't reach customer services or billing support about issues.
I know Perfect World don't care about the people who play Star Trek Online...they've made that abundantly clear by ignoring us all, but I thought maybe they'd care that they're about to lose money.
I hope others will follow my example and dispute the money they've spent for the lack of service...maybe then at least one of us will actually get a response from Perfect World.
I've made this account in hopes of actually getting some help. About 1 1/2 weeks ago I recieved an e-mail saying my account had it's e-mail address changed. I tried to log into the game to see if I could still access it and of course I couldn't. I went to the website and tried there. No luck. I tried account recovery... my e-mail of course was changed so it just told me that it wasn't linked to an account. So now my life-time sub account for Star Trek Online has been stolen and so far my efforts to get it back have been met with an instant ticket auto-close the first time and no response for over a week the second time.
Is there anyone out there that has the decency to hunt down whoever it is that deals with this and get my account back? The next steps will not be so legally friendly toward your company and I'd rather not deal with it if it can be avoided.
On 5/29/2013 I purchased 3000 ZEN and immediately on-line I purchased 2 each, 10-key lockbox key packs (total of 20 keys) from the Cstore. When I opened my inventory to use the keys there were only 10 keys in my inventory, not 20. I filed ticket reference number #130529-000810 immediately after the discovery. I got an auto-response email saying I could expect to hear from a Customer Representative soon. It is now 6/8/2013 and I have YET to hear from anyone at Cryptic or Perfect World about it.
So just out of curiosity for those of us that pay your salaries by purchasing ZEN and paying a monthly subscription, how long do you consider "soon" to be "soon"?
I have sworn upon the altar of God, eternal hostility against every form of tyranny over the mind of man.
Every government degenerates when trusted to the rulers of the people alone. The people themselves are its only safe depositories. Thomas Jefferson (et al)
Well, PayPal are just about to refund pretty much every penny I've spent, because Perfect World hasn't responded to the dispute I started, after I couldn't reach customer services or billing support about issues.
I know Perfect World don't care about the people who play Star Trek Online...they've made that abundantly clear by ignoring us all, but I thought maybe they'd care that they're about to lose money.
I hope others will follow my example and dispute the money they've spent for the lack of service...maybe then at least one of us will actually get a response from Perfect World.
You get the 500 ZEN monthly stipend as a gold member? I thought they had discontinued that. I've never received a stipend from them.
I have sworn upon the altar of God, eternal hostility against every form of tyranny over the mind of man.
Every government degenerates when trusted to the rulers of the people alone. The people themselves are its only safe depositories. Thomas Jefferson (et al)
Well my ISP sent me an email asking my to register my interest in their "Brand NEW" Fibre connection which would be enabled in my area real soon - checked a few sites as to when the techies were due to install all their kit, and they ain't even looking at it 'till 2015.
So as long as Cryptic or PW get back to you before then, you're good to go
STO Member since February 2009. I Was A Trekkie Before It Was Cool ... Sept. 8th, 1966 ... Not To Mention Before Most Folks Around Here Were Born! Forever a STO Veteran-Minion
You get the 500 ZEN monthly stipend as a gold member? I thought they had discontinued that. I've never received a stipend from them.
It still shows on their feature matrix for gold members as 500 promotional points that can only be used in the STO store. I hadn't played in a long while and had a few thousand points when I came back.
in my other post, I just did informed the billing team, it finally cleared and got new update.
it take time, it still need faster respond and billing site fixed.
I agreed, it is top priority that involved with cash/CC's, slow process make players upset.
So a fleet mate and close friend of mine got his Star Trek Online Account banned after a massive ban wave in the game Neverwinter. As he does for every beta he has played he has been looking for exploits and bugs and did report those as well.
So he got hammered by the ban wave and has yet to get an email about it and how long the ban is. I don't agree either with the ban or with Cryptic absolute terrible customer support. After 2 weeks patiently waiting for an answer for a ticket he received an automate email from Cryptic which didn't get into any information relevant to the ticket. So with that answer his ticket was closed and if he is not happy he is suppose to open a new one.
So i know for a fact this guy is a paying customer and spent money on Star Trek online and most likely would have done the same in Neverwinter. He is not just a valued asset to our Fleet but as i said a personal friend of mine i know since 20 years. He is a gamer plays alot of different games and has beta tested about 50 times the amount of what cryptic put out on the market. Not did he never got banned anywhere for using and reporting exploits in betas but I personally have never seen such a careless customer support as here with Cryptic. I had my own bad experience about 2 years back but after they switched to PWE i thought Customer Service would have gotten better here. I guess that is the wrong way of thinking.
My question is fairly simple where can he contact somebody who actually takes care of the problem ? The ticket system obviously doesn't work since they get thousands over thousands of tickets ?
My basic questions would be where is your "real" customer support and how can it be reached ?
C-Store Inc. is still looking for active members on the fed side. If you don't have a fleet feel free to contact me in game @stegi.
So a fleet mate and close friend of mine got his Star Trek Online Account banned after a massive ban wave in the game Neverwinter. As he does for every beta he has played he has been looking for exploits and bugs and did report those as well.
So he got hammered by the ban wave and has yet to get an email about it and how long the ban is. I don't agree either with the ban or with Cryptic absolute terrible customer support. After 2 weeks patiently waiting for an answer for a ticket he received an automate email from Cryptic which didn't get into any information relevant to the ticket. So with that answer his ticket was closed and if he is not happy he is suppose to open a new one.
So i know for a fact this guy is a paying customer and spent money on Star Trek online and most likely would have done the same in Neverwinter. He is not just a valued asset to our Fleet but as i said a personal friend of mine i know since 20 years. He is a gamer plays alot of different games and has beta tested about 50 times the amount of what cryptic put out on the market. Not did he never got banned anywhere for using and reporting exploits in betas but I personally have never seen such a careless customer support as here with Cryptic. I had my own bad experience about 2 years back but after they switched to PWE i thought Customer Service would have gotten better here. I guess that is the wrong way of thinking.
My question is fairly simple where can he contact somebody who actually takes care of the problem ? The ticket system obviously doesn't work since they get thousands over thousands of tickets ?
My basic questions would be where is your "real" customer support and how can it be reached ?
There is no "special" customer service system everyone goes through the same thing. Your friend can file another ticket with the ticket ID of the other ticket in it to refer back to it or if he can't get on the support site email customerservice@perfectworld.com which goes to the same area.
Unfortunately however, due to the expansion release and other circumstances the wait is a little bit long
Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care. Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker. Tiktok: @Askray Facebook: Askray113
Paypal are just about to refund my money also. I've got 19 open claims and since Perfect World haven't responded single one, PayPal are going to find in my favour as a default. Perfect World...do you care that you're about to lose nearly ?200?
Nearing three months for me, a paying customer to the tune of $500. Should I expect a full year wait?
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:
That's extremely optimistic. Of course, if your account has been banned, you've no way to conventionally submit tickets or to check and update them.
I've had to make a new account to even attempt to get help from the forums!
You can also e-mail customerservice@perfectworld.com from the email the account is attached too. You should get a response within a week or you can send a reply to see if there is an update
Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care. Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker. Tiktok: @Askray Facebook: Askray113
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:
No, I got a single response, its still in my inbox as a threaded email conversation, saying that I may be getting long logon queues. After submitting a ticket with an account linkage, problem. So no, spam folder is not an issue, they aren't reading tickets or responding with help. Period.
You can also e-mail customerservice@perfectworld.com from the email the account is attached too. You should get a response within a week or you can send a reply to see if there is an update
That email address is exactly where the ticket submission form sends your 'ticket' which is just a form generated email anyway. And yes, I've asked replied to see if there is a update, and yes I have looked at the 'status' of my ticket on the web site. For the first suggestion, you get a form letter back immediately saying you already have a ticket open. For the second, zero replies, months later.
5/26 - I get an email saying that a new computer had been registered to my account. Which was odd, since I'd done no such thing. I did a trace on the IP that was referenced, and saw that it came from China. I immediately change my password...which was kind of a cluster already, since when I clicked a link someplace for directions to change the password it actually directed me to someplace where there was no option...but anyway, after a bit I manged to get it changed.
I then immediately opened a ticket reporting what certainly appeared to be an account hack. Then I logged onto STO and saw, thankfully, that none of my stuff seemed to be gone. Not that I had a lot of stuff anyway...so I may have just been an undesirable target.
Anyway...time passes and to be honest I kind of forgot about it. But just now, on 6/10, I get an email from PWE tech support informing me that [we are taking this seriously].
Wow. Only a 2-week response window for an apparent account hack. Snappy!
Good thing I didn't have anything worth stealing. Because if I did and it took PWE 2 weeks to respond, I can guarantee it would be the last time I ever spent any money on Zen or subscriptions.
Yeah they're really working overtime. There are people who have fallen victim to their new automatic banning features that are still waiting for Cryptic to even acknowledge the problem and reverse the wrongful bans.
They're so on top of this that I'm willing to bet that the effected people are also still being billed.
The bright side is, I bet they've got some ships they'll be adding to the C-Store soon for the Romulans.
5/26 - I get an email saying that a new computer had been registered to my account. Which was odd, since I'd done no such thing. I did a trace on the IP that was referenced, and saw that it came from China. I immediately change my password...which was kind of a cluster already, since when I clicked a link someplace for directions to change the password it actually directed me to someplace where there was no option...but anyway, after a bit I manged to get it changed.
I then immediately opened a ticket reporting what certainly appeared to be an account hack. Then I logged onto STO and saw, thankfully, that none of my stuff seemed to be gone. Not that I had a lot of stuff anyway...so I may have just been an undesirable target.
Anyway...time passes and to be honest I kind of forgot about it. But just now, on 6/10, I get an email from PWE tech support informing me that [we are taking this seriously].
Wow. Only a 2-week response window for an apparent account hack. Snappy!
Good thing I didn't have anything worth stealing. Because if I did and it took PWE 2 weeks to respond, I can guarantee it would be the last time I ever spent any money on Zen or subscriptions.
A couple weeks ago (after reading through this thread), I find I'm not the only one who can't reach the Support page due to some "Re-Direct" issues. So, in accordance with what was posted, I sent an e-mail to the directed link concerning my re-direct issue which is preventing me from submitting/reviewing tickets.
Today, I get an e-mail from PWE. I think great, it's a response to my issue.
NO! It's a survey stating I've been contacted by a representative from PWE concerning my issue, and they want to know how their service was!?!?
Reading through the survey makes it sound like someone personally contacted me (instead of the auto replies I get) concerning my latest ticket.
I found this grossly un-amusing, as I was never contacted in person or via e-mail! Also, since I still can't log onto the support page, I can't see if their was any response at all!
Now before you say "YOU NEED TO CHECK YOUR SPAM FILTERS", I don't have any issues with receiving PWE e-mails (as evidenced above).
Comments
Wish you luck and live long and prosper! (you'll need the live long part
I know Perfect World don't care about the people who play Star Trek Online...they've made that abundantly clear by ignoring us all, but I thought maybe they'd care that they're about to lose money.
I hope others will follow my example and dispute the money they've spent for the lack of service...maybe then at least one of us will actually get a response from Perfect World.
Is there anyone out there that has the decency to hunt down whoever it is that deals with this and get my account back? The next steps will not be so legally friendly toward your company and I'd rather not deal with it if it can be avoided.
So just out of curiosity for those of us that pay your salaries by purchasing ZEN and paying a monthly subscription, how long do you consider "soon" to be "soon"?
Every government degenerates when trusted to the rulers of the people alone. The people themselves are its only safe depositories. Thomas Jefferson (et al)
Hours are M - F 10am to 7pm PST
I had an issue with not getting the bonus Zen from a game card promotion and they fixed it right then.
make sure to have your transaction ID
You get the 500 ZEN monthly stipend as a gold member? I thought they had discontinued that. I've never received a stipend from them.
Every government degenerates when trusted to the rulers of the people alone. The people themselves are its only safe depositories. Thomas Jefferson (et al)
So as long as Cryptic or PW get back to you before then, you're good to go
I Was A Trekkie Before It Was Cool ... Sept. 8th, 1966 ... Not To Mention Before Most Folks Around Here Were Born!
Forever a STO Veteran-Minion
It still shows on their feature matrix for gold members as 500 promotional points that can only be used in the STO store. I hadn't played in a long while and had a few thousand points when I came back.
it take time, it still need faster respond and billing site fixed.
I agreed, it is top priority that involved with cash/CC's, slow process make players upset.
I have 11 toons not there
So he got hammered by the ban wave and has yet to get an email about it and how long the ban is. I don't agree either with the ban or with Cryptic absolute terrible customer support. After 2 weeks patiently waiting for an answer for a ticket he received an automate email from Cryptic which didn't get into any information relevant to the ticket. So with that answer his ticket was closed and if he is not happy he is suppose to open a new one.
So i know for a fact this guy is a paying customer and spent money on Star Trek online and most likely would have done the same in Neverwinter. He is not just a valued asset to our Fleet but as i said a personal friend of mine i know since 20 years. He is a gamer plays alot of different games and has beta tested about 50 times the amount of what cryptic put out on the market. Not did he never got banned anywhere for using and reporting exploits in betas but I personally have never seen such a careless customer support as here with Cryptic. I had my own bad experience about 2 years back but after they switched to PWE i thought Customer Service would have gotten better here. I guess that is the wrong way of thinking.
My question is fairly simple where can he contact somebody who actually takes care of the problem ? The ticket system obviously doesn't work since they get thousands over thousands of tickets ?
My basic questions would be where is your "real" customer support and how can it be reached ?
Unfortunately however, due to the expansion release and other circumstances the wait is a little bit long
Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker.
Tiktok: @Askray Facebook: Askray113
On the order of months and months and months.
Nearing three months for me, a paying customer to the tune of $500. Should I expect a full year wait?
Most likely if it's been that long, there was an attempt to contact you that either went to your spam folder or had some other problem being delivered to you. You can view the status of your tickets here:
https://support.perfectworld.com/app/account/overview
You can also update them there.
That's extremely optimistic. Of course, if your account has been banned, you've no way to conventionally submit tickets or to check and update them.
I've had to make a new account to even attempt to get help from the forums!
You can also e-mail customerservice@perfectworld.com from the email the account is attached too. You should get a response within a week or you can send a reply to see if there is an update
Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker.
Tiktok: @Askray Facebook: Askray113
No, I got a single response, its still in my inbox as a threaded email conversation, saying that I may be getting long logon queues. After submitting a ticket with an account linkage, problem. So no, spam folder is not an issue, they aren't reading tickets or responding with help. Period.
That email address is exactly where the ticket submission form sends your 'ticket' which is just a form generated email anyway. And yes, I've asked replied to see if there is a update, and yes I have looked at the 'status' of my ticket on the web site. For the first suggestion, you get a form letter back immediately saying you already have a ticket open. For the second, zero replies, months later.
This post has been edited to remove content which violates the Perfect World Entertainment Community Rules and Policies . ~syberghost
OK, Reader's Digest version:
5/26 - I get an email saying that a new computer had been registered to my account. Which was odd, since I'd done no such thing. I did a trace on the IP that was referenced, and saw that it came from China. I immediately change my password...which was kind of a cluster already, since when I clicked a link someplace for directions to change the password it actually directed me to someplace where there was no option...but anyway, after a bit I manged to get it changed.
I then immediately opened a ticket reporting what certainly appeared to be an account hack. Then I logged onto STO and saw, thankfully, that none of my stuff seemed to be gone. Not that I had a lot of stuff anyway...so I may have just been an undesirable target.
Anyway...time passes and to be honest I kind of forgot about it. But just now, on 6/10, I get an email from PWE tech support informing me that [we are taking this seriously].
Wow. Only a 2-week response window for an apparent account hack. Snappy!
Good thing I didn't have anything worth stealing. Because if I did and it took PWE 2 weeks to respond, I can guarantee it would be the last time I ever spent any money on Zen or subscriptions.
They're so on top of this that I'm willing to bet that the effected people are also still being billed.
The bright side is, I bet they've got some ships they'll be adding to the C-Store soon for the Romulans.
In other words, they need to hire more people
Did you try to access Gateway from a smart phone?
Today, I get an e-mail from PWE. I think great, it's a response to my issue.
NO! It's a survey stating I've been contacted by a representative from PWE concerning my issue, and they want to know how their service was!?!?
Reading through the survey makes it sound like someone personally contacted me (instead of the auto replies I get) concerning my latest ticket.
I found this grossly un-amusing, as I was never contacted in person or via e-mail! Also, since I still can't log onto the support page, I can't see if their was any response at all!
Now before you say "YOU NEED TO CHECK YOUR SPAM FILTERS", I don't have any issues with receiving PWE e-mails (as evidenced above).