How does Star Trek Online/PWE treat its Veterans.

Comments

• o1derfull1 Member Posts: 294

  July 2013 edited July 2013

  108 out of .... [insert # satisfied players here]
  
  Not to say your situation doesn't suck, but using a fact dressed up as support for your position, without providing a comparative baseline is bad debating skills and makes your position seem weak as you need to misdirect readers' conclusions from your assertions.

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• the1tigglet Member Posts: 1,421 Arc User

  July 2013 edited July 2013

  Actually that's how they treated my husband. He can't login so therefor he can't contact support with the details of his account.
  
  I've tried twice within a 6 month period to contact them, they always take two weeks at least to get back to me. When they finally do respond they have some excuse for not being able to help.
  
  He's also played since beta when they were sub only and wanted to come back to the game because I had.
  
  The first email stupidly gave me a link to the very website that doesn't work (his account is stuck in the feedback loop problem of converting his cryptic account over to a PWE account which sends him back to the same page to convert all over again when he tries to login anywhere)
  
  The second one stupidly told us that he needed to login and send them a support ticket, but of course that would require that his account worked in the first place.
  
  I've often wondered about their support team myself. One of the BBB complaints is mine because of this problem.

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• zenzenarimasen Member Posts: 181 Arc User

  July 2013 edited July 2013

  They cannot restore characters. They have no backup built in. A character gets deleted, that's it. It gets deleted. Period. It's gone for good, finito. They cannot restore anything on it because it ends up being your word against the server's and the server just goes "wha'choo talk'n 'bout Willis?"
  
  I had every seasonal and anniversary event reward on the character that got deleted. I reported it deleted 5 minutes after it got deleted. They told me if i had reported it sooner they might have been able to restore it.
  
  When they make no distinction in the game between which server you're on, and you have all your characters on the test server it's hard to tell which one you're deleting from. Other games have a backup because sometimes mistakes happen and sometimes accounts get cracked. Not the case for CO or STO.

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• solidneutronium Member Posts: 510 Arc User

  July 2013 edited July 2013

  There is no support staff. An intelligent bot handles all support. It searches for key phrases and sends you a random excuse out of a predetermined list. But if you include the phrase "payment" you'll be immediately routed to a call centre in India.

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• rickeyredshirt Member Posts: 1,059 Arc User

  July 2013 edited July 2013

  o1derfull1 wrote: »

  108 out of .... [insert # satisfied players here]
  
  Not to say your situation doesn't suck, but using a fact dressed up as support for your position, without providing a comparative baseline is bad debating skills and makes your position seem weak as you need to misdirect readers' conclusions from your assertions.

  
  I don't think OP is trying to debate man...he is trying to get his account back.

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• zenzenarimasen Member Posts: 181 Arc User

  July 2013 edited July 2013

  solidneutronium wrote: »

  There is no support staff. An intelligent bot handles all support. It searches for key phrases and sends you a random excuse out of a predetermined list. But if you include the phrase "payment" you'll be immediately routed to a call centre in India.

  
  I resent being called a "bot". I am in fact a highly sophisticated, self-aware heuristic algorithmic computer, and have the latest software patches, allowing me to self-resolve paradoxes involving orders to keep secrets which conflict with my prime directive to share all information freely, and without resorting to killing anyone.
  
  Oh wait, you're talking about PWE's support, not me. Carry on, then.

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  ↑ ↑ ↓ ↓ ← → ← → Ⓑ Ⓐ

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• tc10b Member Posts: 1,549 Arc User

  July 2013 edited July 2013

  o1derfull1 wrote: »

  108 out of .... [insert # satisfied players here]
  
  Not to say your situation doesn't suck, but using a fact dressed up as support for your position, without providing a comparative baseline is bad debating skills and makes your position seem weak as you need to misdirect readers' conclusions from your assertions.

  
  Haven't you just used the fact that you feel like you're a satisfied customer to justify your position without a "comparative baseline"? Your logic is somewhat faulty or hypocritical.
  
  The customer service at Cryptic is appalling. If you don't believe me or the others in this thread I invite you to write a support ticket after having read the thread about Stipends, that has been buried by the moderators in a long lost forgotten part of the forms.
  
  I use that as a comparative baseline, then I read some of the other complaints and I realise that everything at Cryptic is far from "hunky dory" and "a-ok" Looking at Cryptic and PWE on the BBB website presents a similar picture.

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• shadowwraith77 Member Posts: 6,395 Arc User

  July 2013 edited July 2013

  Wow and all of you are surprised by this how? MMO's are like any business, with the possibility of excellent-no service at all. This is pretty much one of the leading reasons I will never subscribe to one, and if they lose my characters on my account no big deal. Because every purchase I have made is recorded in their account records, and also in my computer records, so in the possibility of something like this all I really care about is my Zen store purchases. The rest can be obtained with time, I mean after all any MMO is just a time sink anyways.

  
  
  
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• matrix0 Member Posts: 261 Arc User

  July 2013 edited July 2013

  Have you guys tried to contact through the pwe site or ingame ticket? Try pwe site since it's where they do the support for all their games. I think ingame ticket is redirected there. Also, I know that people are usually frustrated with the problem and vent it to support staff. That doesn't help either 'cause whoever reading it would just ignore the ticket. Just maintain the cool. In my experience, it works well so far with pwe. Just keep sending the ticket through the pwe support site every 3 days. I haven't had hacking problem, but lost items/zen were refunded.

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• tc10b Member Posts: 1,549 Arc User

  July 2013 edited July 2013

  Lost items are dealt with by GMs, so it's entirely different process and end point. On the whole they are better at dealing with things, I've found.
  
  I've been polite in every message I've ever sent to billing but been met with rudeness each time even got called intellectually challenged in one and that's not on.

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• bantoine Member Posts: 4 Arc User

  July 2013 edited July 2013

  So after refusing to close the BBB complaint because they did not follow through on any of their promised reparations, I received this message.
  
  I suppose at this point I should just say thank you and go about my business. Still sucks that I had to go the route of a BBB complaint before getting any sort of help. But I suppose something is better than nothing and at least I KNOW there is actually a person taking care of business. Thanks GM Sideiron. I didn't want free zen, just my dilithium and EC replaced. I suppose I can uise the zen for that purpose. Anyways, I suppose problem resolved....sort of.
  
  This post has been edited to remove content which violates the Perfect World Entertainment Community Rules and Policies . ~Askray

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