Customer Service re-boot

abrraxas · July 2013

You guys seriously need to address the problem of bad customer service, this does not reflect well at all for PWE/STO.

When we write to support we don't do it just because we feel bored or lonely

I have 2 tickets which I submitted on 13 June and 17 June, which I still have had know response to.

This is unbelievably bad customer service and needs to be looked into immediately.

Regards

A

vocmcp · July 2013

I've waited several weeks until I got an automated reply that they'd need more time. The ticket was later flagged as solved without me ever receiving an actual reply.

darthpetersen · July 2013

German customers all got a message, that there are sorry for the delay and hope that the problems solved in the meantime by itself.

If we still want support, we have to reopen the ticket and have to wait again.

latiasracer · July 2013

Perhaps this could be season 9?

Star Trek Online : Season 9 RETURN OF CUSTOMER SUPPORT

lindaleff · July 2013

Scenario: Two people are teamed in Sector Space, but end up getting stuck OUTSIDE THE MAP. Trapped in this location, their games crash. From that point onward, they cannot even login to those characters, because the game crashes every time they try. Try as many times as they may, the patcher only gets to 97%, and crashes EVERY TIME. They both have sent in at least 3 emails about this (each), but every Automated Customer Service Bot email simply says to type /unstuck in the chat box, or to transwarp to ESD.

Well, how are they supposed to transwarp or type /unstuck when they cannot even login to those characters at all? If a real person saw the ticket, they could clearly see that the answer is blatantly simple; reset the characters back to inside the Sector Space Map. Is that too much to ask?

And yes, this is an actual ongoing issue that said people (fleetmates of mine) are still unable to get a real answer. To make matters worse, one of them is a Lifetime Subscriber, so the Benefits page says he is entitled to Customer Service Support. Yet, all he gets is robots. Clearly, Customer Service needs to be replaced with real people, people who will actually help.

The names are
Voporak@voporak
R'mel N'Mev@tazurensavulen

So if Cryptic ever gets around to reading this, please reset those characters back to inside Sector Space. Thank you.

breadandcircuses · July 2013

I too support the return of Customer Service. I miss it.

Oh, and an end to auto-responses that in no way relate to the issue at hand... also end flagging as "Solved" when it is not. Maybe take away the "Solved" option from the entire Customer Service team and automated system; it is a far worse exploit than mail storage or posting on the Exchange, and both of those have been ...ahem... "fixed".

Mind you I mean "fixed" in the "Get your pets spayed and neutered" sense, but still...

spaceflea · July 2013

Cryptic NEVER had any customer support, dating back from CO. There is a reason why they are ranked with lowest grades on multiple business evaluation sites, warning customers of non existant support for their games, deception, possible fraud. Why do you think they have so few players in their f2p games?

If they had zero real customer support when game launched and hundreds of thousands of players were playing (well ok, at least for the first month or two heh), you really think PWE is now going to waste money on a game with several thousand at best?

As many already said.. you play this game as is.. once you hit bugs, either go around them or restart if you can't.

thecosmic1 · July 2013

breadandcircuses wrote: »

I too support the return of Customer Service. I miss it.

There is no "return" to Customer Service. There never was any Customer Service. In fact, under Atari the entire CS staff was laid off several months prior to the sale of STO to PWE.

As far as this thread, while I agree with it completely, CS is outside of Cryptic's hands, just as it was under Atari. Perfect World handles CS for all 14 of its games. The CS issue needs to be addressed directly to PW. Posting about them on the STO forum, or the NWN forum, or the CO forum, accomplishes nothing. BranFlakes sees it, put it in the company suggestion box, an it gets forgotten by his bosses.

If you want the situation improved then we need to start sending emails directly to PW letting them know it's unacceptable. You need to start posting daily on the PW Facebook page, and on their twitter account, and PW YouTube site. And I don't mean 1 person doing this. It needs to be an organized resistance to the point where PW just can't ignore the players or any money they're losing.

When you combine all 14 games PW has millions of regular players - even more players then what WoW has. There's no reason we should accept such shoddy CS.

futurepastnow · July 2013

An officer in my fleet had an issue. While she was away from the game for a few weeks, Cryptic's database lost much of her stuff, including a rather valuable ship that can't simply be reclaimed. She filed a ticket and waited patiently.

After 30 days with no response, she posted a public complaint thread on our site, which the game's developers occasionally browse. And lo, after ignoring her ticket for a full month, within 15 minutes of posting that thread, she received a reply.

Sorry we lost your items, but we can roll back your account if you'd like. You'll lose everything since then. She judged her Recluse to be more valuable than a Risian Corvette and agreed to the rollback.

A couple of days passed. PWE's CS- presumably prodded into action by a Cryptic employee who had seen the thread -had forgotten about her again. She sent them a final ticket reply that I won't even paraphrase here.

While discussing the issue amongst ourselves and our fleet members, the universality of terrible service became apparent. One bad incident can be written off. A long list of them can't. And so my fellow fleet officers and I, having collectively spent thousands of dollars on STO, won't be giving PWE another dime until real improvements are made.

breadandcircuses · July 2013

thecosmic1 wrote: »

There is no "return" to Customer Service. There never was any Customer Service. In fact, under Atari the entire CS staff was laid off several months prior to the sale of STO to PWE.

I'll have you know they were very helpful when I was considering getting the Hero of the North pack for Neverwinter. I received actual answers to the questions asked, and when I submitted further details I even got responses to THOSE requests for clarification. I didn't get the pack, though, since nothing in Neverwinter seems anywhere near the value of things in STO... the pack did not, for example, come with either a shared bank or a monthly stipend.

They really are capable of good customer service. They just seem to forget that most of the time...

Either that, or the guy that answered my questions should be placed in charge of the entire Customer Service team, since he actually did what should be done all the time

sneyeper · July 2013

lindaleff wrote: »

Scenario: Two people are teamed in Sector Space, but end up getting stuck OUTSIDE THE MAP. Trapped in this location, their games crash. From that point onward, they cannot even login to those characters, because the game crashes every time they try. Try as many times as they may, the patcher only gets to 97%, and crashes EVERY TIME. They both have sent in at least 3 emails about this (each), but every Automated Customer Service Bot email simply says to type /unstuck in the chat box, or to transwarp to ESD.

Well, how are they supposed to transwarp or type /unstuck when they cannot even login to those characters at all? If a real person saw the ticket, they could clearly see that the answer is blatantly simple; reset the characters back to inside the Sector Space Map. Is that too much to ask?

And yes, this is an actual ongoing issue that said people (fleetmates of mine) are still unable to get a real answer. To make matters worse, one of them is a Lifetime Subscriber, so the Benefits page says he is entitled to Customer Service Support. Yet, all he gets is robots. Clearly, Customer Service needs to be replaced with real people, people who will actually help.

The names are
Voporak@voporak
R'mel N'Mev@tazurensavulen

So if Cryptic ever gets around to reading this, please reset those characters back to inside Sector Space. Thank you.

Cryptic bug that prevents gameplay by a lifetimer is unacceptable! Get these guys fixed and remove the bug before others are affected.

shadowwraith77 · July 2013

Lol, this is what I have come to and always expect from any MMO. Why do you think I never have a subscription, because unless they can provide in writing excellent quality service and very few issues with their software, than in no way am I going to subject myself to paying for the subscription service. To me it's like signing a 2 year contract with a service provider, only to find the service and/or hardware defective and/or poor if nonexistent.

lindaleff · July 2013

Hence why I am still F2P.

Unknown · July 2013

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Customer Service re-boot

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