Quite simply, short of submitting another ticket, is there any other way of getting in touch with Cryptic Support? I've got some lingering tickets which I swear are either being ignored, or are stuck in some automated system loop by where I'm only ever going to get automated replies. Quite frankly I'm getting rather sick of the support system right now.
I've got a relatively simple matter that I would like solved, though it seems I am unable to have the matter looked at because... well, I don't know the reason, I just know that nothing has been done. We're talking a month (30 days) exactly now. I became a lifetime member recently too, hoping that such would help with ticket submissions (I didn't upgrade just for the support, I upgraded because it seemed like a worthwhile, long-term investment). Still, it doesn't seem as though being a subscriber gets you any further into the support queue.
So yeah, is there an e-mail address or something that I can use to contact someone directly? If someone knows of one and doesn't fancy throwing it down here for all to see, PM me with it.
I've had issues with support myself. The last in game GM ticket (and it was GM not a bug report) I filed was never replied to, nor was my asking for help in the bug forum and the website's support link just goes to a redirect loop. I haven't even bothered trying to get my Reman's broken costume slot fixed, the lack of help would just annoy me so I'm happier to live with it broken.
It never used to be the case, I have had responses (albeit unhelpful responses) in the past.
My alt army: K'ymara, Orion Engineer. Caedera of Borg, Liberated Borg Tactical, Elyza Vix, Joined Trill Scientist. Christina Bellona, Augmented Human Tactical. T'Lana, Vulcan Scientist. Arbol, Martian Tactical. Ayzer Bryn, Joined Trill Engineer. Hawke, Betazoid Scientist. Karna Valkras, Klingon Engineer. Beth Parker, Human Tactical Sarel, Romulan Engineer (Federation). Yazuri, Reman Scientist (KDF)
I have a ticket on the support which is THREE WEEKS old. I cannot understand why I am being ignored.
Have I given Cryptic enough money that I simply do not matter any more? How can I not be furious at this blatant lack of care for customers.
I have opened another ticket based on another part of the game that is broken, but I expect I'll see the christmas event before that gets answered.
What the hell is going on?
It all depends on what the ticket is about. If it's not an urgent issue like billing problems or something of that nature then those three weeks will become much longer.
PWE has some of the worst Customer Service pretty much ever, and not just mmo industry based. If they were any other type of company I don't doubt they would have gone bankrupt by now purely based on people not using their products/services because of their sheer lack of customer service.
Unfortunately for us they have shown absolutely no indication that they even acknowledge that there serious problems with their Customer Service let alone plan to do anything about it.
The closest thing to actual customer service we have is Branflakes and unfortunately all he can do is pass along a message to whomever, but even that doesn't mean anything will be done.
When I first started playing it was right before PWE took over customer support. I had an issue and heard back from Cryptic Support in a little under an hour. I've had a number if issues since PWE took over CS, and have never heard back from CS except on 1 issue that I was sent three copy and paste replies that had nothing to do with the issue, then was sent a request to supply screenshots of the problem which I did (was a carpet texture not loading on a c-store bridge pack), and then was told there was no issue even though there was a forum thread and numerous tickets from other players all reporting the same exact issue with the same exact bridge pack. it still has never been corrected.
So yeah welcome to the joke that is PWE customer support.
I look at 'BranFlakes' signature which states that to speak to someone on the community team to click a link, which just goes to a knowledgebase article. The only way to complain is through their support ticket system which must be manned by Mr. Bean for all the use they are.
Brandon "BranFlakes" Felczer | Community Manager
Follow us on Twitter: @trekonlinegame | "Like" us on Facebook
Follow me on Twitter: @PWE_BranFlakes
If you wish to speak to someone on the community team, file a "Forums and Website" support ticket here.
I am going to give them another few days then I will contact PWE directly, then if that fails an Ombudsman. If they had answered my ticket within a week during busy times that would have been acceptable, but three weeks?! I would like to see their pay cheque held up for three weeks and see how they like it.
I heard a rumor that the Cryptic support staff are in the middle of moving their offices to Rura Penthe. Once the move is complete, customer service will improve.
Hello, I had opened two tickets a very long time ago, well over a month.
Ticket [missing items] At 05/01/2013
Ticket [item purchased was not received from fleet vendor] At 05/02/2013
The support i received was long delayed, and was not even support at all, Both tickets were told "Sorry for the delay, we are busy with the new expansion" The issue was never solved, and cryptic closed the tickets without responding again to the issue after having told me That they are sorry for the delay, they are busy with the new Romulus expansion. 16 days later they close the ticket after i updated it saying the issue was still not solved.
I opened another ticket to combine both of the old ones and ask why they did not assist me on 06/12/2013 01:16 PM. The status of this ticket is still not responded too.
It has been over 60 days with no response or assistance, on top of that I am a life timer, and have supported the game vastly just to get trashed like his by the support team?
Is anyone else having this issue with their support tickets?
Yeah I submitted a ticket over a week ago over a simple issue of changing my email and have yet to receive a response. I can't even play the game right now. Support is really lacking here.
Do issues with characters and unlocked stuff getting "lost" in the linking process get resolved quickly? I just reactivated my account a few days ago, but I have read that a lot of people had similar problems after the link. I've submitted a ticket yesterday and now I'm hopping for the best, or rather a resolution before I lose interest again :P
Do issues with characters and unlocked stuff getting "lost" in the linking process get resolved quickly? I just reactivated my account a few days ago, but I have read that a lot of people had similar problems after the link. I've submitted a ticket yesterday and now I'm hopping for the best, or rather a resolution before I lose interest again :P
My son had similar problems, and it took about a month to get resolved. I'm not sure exactly how long, because when it was resolved they never told him, we just tried logging in again one day and it worked, so sometime during the previous week they fixed it.
Former moderator of these forums. Lifetime sub since before launch. Been here since before public betas. Foundry author of "Franklin Drake Must Die".
Was wondering if anyone actually get a ticket addressed and fixed by customer service. I had one in for a week with no response. I updated it only to have them tell me it was a duplicate and to close it out and the one that they felt was the duplicate also closed out ( even though both messages said to use the other ticket) without actually addressing the account issue. with the instructions to just use one ticket but not which one. This was after Brandon here was nice enough to check the ticket yesterday before maintenance to confirm it was in the proper CS queue and would be address.I am not trying to flame them just wondering if anyone actually gets a response that actually addresses their issue and resolves it from CS or am i just spinning my wheels with this tickets to fix the broken link of my accounts.
"Magic is impressive, but now Minsc leads. SWORDS FOR EVERYONE!!!"
Have had a ticket in since the 18th of last month, not a peep And not to give out any details, because I am sure that is frowned on it is a realllly simple issue.
[SIGPIC][/SIGPIC] A wolf remains a wolf, even if it has not eaten your sheep.
Well I see customer service is as worthless as a three dollar bill. I do enjoy this game but when having to wait for over 2 weeks and still no reply to a ticket it really makes having faith in the people running customer service to be non-existent. I would hope this company would take the time to have a call in service like so many other MMO gaming companies.
Well I see customer service is as worthless as a three dollar bill. I do enjoy this game but when having to wait for over 2 weeks and still no reply to a ticket it really makes having faith in the people running customer service to be non-existent. I would hope this company would take the time to have a call in service like so many other MMO gaming companies.
Well I see customer service is as worthless as a three dollar bill. I do enjoy this game but when having to wait for over 2 weeks and still no reply to a ticket it really makes having faith in the people running customer service to be non-existent. I would hope this company would take the time to have a call in service like so many other MMO gaming companies.
does it matter. 2 weeks is a little leangthy for any problem.. lol...
Yes. It matters. For example, bug reports never get a reply. The bug is simply directed to the QA team for them to try and replicate - and if they can replicate it they fix it and it gets incorporated into a later patch.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
Yes. It matters. Bug reports never get a reply. The bug is simply directed to the QA team for them to try and replicate - and if they can replicate it they fix it and it gets incorporated into a later patch.
And it's the same with behaviour tickets as well, the Gm's can't tell you what happens in those.
To the OP, try sending Brandon a PM with the ticket number and ask if it could be looked into, or try contacting him on Twitter if you have an account
So Brandon is the one to annoy with ticket questions... good to know, I'll do that if my ticket won't get resolved after a week, there's no real hurry.
My problem is of an account link nature, so I reckon there should be a response.
I have now submitted 3 tickets for the same issue. The first two did not receive an answer, and my second ticket was submitted almost a month ago. What is going on over there? Why is there this delay? Please have my ticket looked in to, and resolved. Thank you for your time.
Here is the deal. They do not have anyone competent enough to do customer service. If they did then we would have a lot of tickets solved in a timely manner.
yes I was charged a monthly subscription when I have already purchased a lifetime subscription what is up with this? I giving pwe until Monday noon mountain time to fix this before I file a complaint with the better business burea. Happy 4th
It has been two months now since |I have opened a ticket about a lost character of mine!
The only response I have recieved was about account linking from cryptic which I have told them I have done- I got one of my characters from my old cryptic account but my Main character has not be linked!
It clearly states that if you dont recieve your character to send them a ticket in the auto response I recieved over a month ago!
I have asked nicely in the tickets as to where my main character is ......but to no avail!
It has been open now for 2 months and nothing but that one copy and paste response over a month ago!
The support this company offers stinks!
How can they expect anyone to waste money buying zen or goldmembership when your treated like this!
I would be terrified to spend anymore money on this game- it seems they don't care about it and are milking the people for all they are worth and offering little to no support.....I guess that's their plan before they close the game down .....which I would be willing to say would be in another years time or less once they feel they have recouped enough money from people to cover the costs of the expansion and such!!
well i posted a ticket on the 24th ..on the 2 nd i got a response explaining how they could fix the issue and would do so once they had my ok. I said great do it. :0 Unfortunatly they have not as yet and I can not log in as it could cause a further problem till they fix it. Wish Mr Flakes was around.
"Magic is impressive, but now Minsc leads. SWORDS FOR EVERYONE!!!"
Comments
I've got a relatively simple matter that I would like solved, though it seems I am unable to have the matter looked at because... well, I don't know the reason, I just know that nothing has been done. We're talking a month (30 days) exactly now. I became a lifetime member recently too, hoping that such would help with ticket submissions (I didn't upgrade just for the support, I upgraded because it seemed like a worthwhile, long-term investment). Still, it doesn't seem as though being a subscriber gets you any further into the support queue.
So yeah, is there an e-mail address or something that I can use to contact someone directly? If someone knows of one and doesn't fancy throwing it down here for all to see, PM me with it.
Cheers.
Problem is, that kind of support would cost money.....which I don't think either PWE or Cryptic is willing to spend.
I could be wrong of course, but Actions speak louder than Words (or in this case automated replies).
It never used to be the case, I have had responses (albeit unhelpful responses) in the past.
K'ymara, Orion Engineer. Caedera of Borg, Liberated Borg Tactical, Elyza Vix, Joined Trill Scientist. Christina Bellona, Augmented Human Tactical.
T'Lana, Vulcan Scientist. Arbol, Martian Tactical. Ayzer Bryn, Joined Trill Engineer. Hawke, Betazoid Scientist. Karna Valkras, Klingon Engineer. Beth Parker, Human Tactical
Sarel, Romulan Engineer (Federation). Yazuri, Reman Scientist (KDF)
Have I given Cryptic enough money that I simply do not matter any more? How can I not be furious at this blatant lack of care for customers.
I have opened another ticket based on another part of the game that is broken, but I expect I'll see the christmas event before that gets answered.
What the hell is going on?
It all depends on what the ticket is about. If it's not an urgent issue like billing problems or something of that nature then those three weeks will become much longer.
PWE has some of the worst Customer Service pretty much ever, and not just mmo industry based. If they were any other type of company I don't doubt they would have gone bankrupt by now purely based on people not using their products/services because of their sheer lack of customer service.
Unfortunately for us they have shown absolutely no indication that they even acknowledge that there serious problems with their Customer Service let alone plan to do anything about it.
The closest thing to actual customer service we have is Branflakes and unfortunately all he can do is pass along a message to whomever, but even that doesn't mean anything will be done.
When I first started playing it was right before PWE took over customer support. I had an issue and heard back from Cryptic Support in a little under an hour. I've had a number if issues since PWE took over CS, and have never heard back from CS except on 1 issue that I was sent three copy and paste replies that had nothing to do with the issue, then was sent a request to supply screenshots of the problem which I did (was a carpet texture not loading on a c-store bridge pack), and then was told there was no issue even though there was a forum thread and numerous tickets from other players all reporting the same exact issue with the same exact bridge pack. it still has never been corrected.
So yeah welcome to the joke that is PWE customer support.
I am going to give them another few days then I will contact PWE directly, then if that fails an Ombudsman. If they had answered my ticket within a week during busy times that would have been acceptable, but three weeks?! I would like to see their pay cheque held up for three weeks and see how they like it.
Ticket [missing items] At 05/01/2013
Ticket [item purchased was not received from fleet vendor] At 05/02/2013
The support i received was long delayed, and was not even support at all, Both tickets were told "Sorry for the delay, we are busy with the new expansion" The issue was never solved, and cryptic closed the tickets without responding again to the issue after having told me That they are sorry for the delay, they are busy with the new Romulus expansion. 16 days later they close the ticket after i updated it saying the issue was still not solved.
I opened another ticket to combine both of the old ones and ask why they did not assist me on 06/12/2013 01:16 PM. The status of this ticket is still not responded too.
It has been over 60 days with no response or assistance, on top of that I am a life timer, and have supported the game vastly just to get trashed like his by the support team?
Is anyone else having this issue with their support tickets?
My son had similar problems, and it took about a month to get resolved. I'm not sure exactly how long, because when it was resolved they never told him, we just tried logging in again one day and it worked, so sometime during the previous week they fixed it.
A wolf remains a wolf, even if it has not eaten your sheep.
What kind of ticket is it?
does it matter. 2 weeks is a little leangthy for any problem.. lol...
I only say because some tickets don't get any kind of response at all, they just get worked on.
To the OP, try sending Brandon a PM with the ticket number and ask if it could be looked into, or try contacting him on Twitter if you have an account
And it's the same with behaviour tickets as well, the Gm's can't tell you what happens in those.
So Brandon is the one to annoy with ticket questions... good to know, I'll do that if my ticket won't get resolved after a week, there's no real hurry.
My problem is of an account link nature, so I reckon there should be a response.
The only response I have recieved was about account linking from cryptic which I have told them I have done- I got one of my characters from my old cryptic account but my Main character has not be linked!
It clearly states that if you dont recieve your character to send them a ticket in the auto response I recieved over a month ago!
I have asked nicely in the tickets as to where my main character is ......but to no avail!
It has been open now for 2 months and nothing but that one copy and paste response over a month ago!
The support this company offers stinks!
How can they expect anyone to waste money buying zen or goldmembership when your treated like this!
I would be terrified to spend anymore money on this game- it seems they don't care about it and are milking the people for all they are worth and offering little to no support.....I guess that's their plan before they close the game down .....which I would be willing to say would be in another years time or less once they feel they have recouped enough money from people to cover the costs of the expansion and such!!
Terrible support!!!
One disgusted customer!