How long is the integration period, and how do people know their support tickets are actually being viewed since an automated email is not a real person?
and what about the so called free zen when we do them surveys and it say that im not sutiable to take their little quizz
and what about the so called free zen when we do them surveys and it say that im not sutiable to take their little quizz
Cryptic doesn't control the surveys. That's all Peanuts Labs. Peanuts pays you and Cryptic when a survey is completed. If it doesn't complete neither of you gets paid.
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.
I think the issue here is not if the tickets are read but if there is any constructive action taken. That has not happened in my experience, nor can I ever heard from another player of any constructive response to any ticket submitted. Instead, complaints/concerns are dismissed, and if pressed there are accusations are made of TOS for reposting on the same issue. This is not customer service, and until it is fixed, in my opinion it makes no difference how the tickets are handled if there is neven any constructive action to be taken on them.
Yeah I wish they would fix the fracking issues with the redirecting of the SUPPORT website LINK. Bloody PWE needs a lesson in customer service.....CRyptic pplease help!!!
In the past I have had some issue where i got no response except an email saying if this issue being worked on and will remain open for <some many days> and then will be closed.
Right now I have a problem. The log on screen come up and it tries to log me on but returns a "can not Authenticate message" I have tried two different computers systems with two different OS and get the same message back. Looking in the FAQ is says that message means the Servers are down. But when I log on the Website, it says the Servers are Up.
In the past I have submitted tickets and later figure out what was wrong myself and then cancel the ticket. I do receive an email saying they are working on it and I have <so many days> to cancel the ticket. Not once have I had a tech email about my ticket.
Right now, I have a problem. When I try and log on, it goes thru the log on sequence but then returns a "Can not Authenticate" message. The FAQ says if you get this message that it means that the Servers are down. I can log on the Web site and it says the Servers are UP. I have tried two different computers and two different OS's and get the same result.
I don't check my e-mail very often, but I just got two messages from Customer Service regarding one of my tickets. I won't copy in any part of the response, as we all know it's against forum rules to back up one's beef with Cryptic with actual facts, but anyway...
I filed a support ticket, in game, on June 17th. I was clear as to what failed to happen (This) and which character it failed to happen too. Then a little while later, I forgot about it, as had apparently Customer Service, until July 23th (36 days and 11 hours later), when they finally control+V-ed their standard response for five possible commonly occurring issues into an email and hit sent. None of which even remotely matched what I described. Anyway, since I didn't respond within the reasonable timespan of 168 hours, after them promptly responding within a mere 875 (give or take one), naturally the matter's now considered resolved.
Seriously, these people need to be laid off and replaced with just one who speaks just enough English to be able to at least copy and paste a fitting response.
This message would've been twenty percent longer were I allowed to curse. Just so you know. I don't really care that much about 9000 dilithium - I manage much more than that daily on my own - but seeing that second e-mail telling me I WAS TOO SLOW is the reason this ain't getting resolved just kinda makes me want to hear the sound of breaking glass in Amsterdam. Somewhere near the Arena. (That's where the PWE European Cubicle is.)
Lucky for everyone involved, though, I'm almost as lazy as CS is.
OK heres one for the laughs. Been having issues with race changes on my romulan toons, and finally after ooohhhh about 2 weeks customer support finally sends me a email, saying essentially, we believe the issue you have been having has been fixed....well news flash it isnt fixed, not in the slightest. Logged into my romulan toons just in case and the romulan aliens I made still have species romulan in the info box, not alien...so no not fixed...not at all.
Well with over 1million bug tickets I am sure it takes a lot of time to go thru them all, and I have come to expect if it isn't game breaking atm than they will get around to it when they want or have time to.
As your STO account is good for all PW sites and games you should be able to log in there and access Support directly from the main site.
Give that a try and see if it helps.
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.
I'm not trying to defend PWE/Cryptic with this but...,
I feel sorry for the CS Reps who are actually trying to help people.
I wonder how many folks are actually helped...,
... as it seems that around here, we only see posts from folks that are pizzed off.
It's a shame we don't have a Thank You Thread around here somewhere to indicate whether or not there is a balanced viewpoint.
<shrug>
Just for the record, my two dealings with CS were a 50/50 split.
One good, one not so much.
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
This happens across 3 different computers (2 at home, 1 at work) with Firefox, IE, and Chrome.
Don't know what to tell you. Sorry. I can access the Support page with IE, Firefox, and Chrome just fine.
I believe the PW sight uses Flash as its base. Is your Flash software up to date?
Try it with your Firewall turned off too. Maybe something in that is blocking you.
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.
Over the past few weeks, my wife's Western Digital Caviar Green 500G Hard Drive (that I bought back in 2010) has been going south (long load times/bad blocks/etc.).
A complete format and multiple check disks failed to correct the issue.
I just got off the phone with WD support and they are sending me another hard drive no questions asked! The whole thing took less than 15 minutes, and they sent me a pre-paid label for UPS to return the defective hard drive.
It's things like this that will ensure the next time I build a computer, a Western Digital hard drive will definitely go into that machine.
Things like this make we wonder how much Cryptic/PWE actually cares about their customers and their customer's loyalty.
Ok..I read that post and the threads they referenced. Other than sending an e-mail to PWE/Cryptic (again), what was the solution.
Use the method of contact I mentioned and the details I posted included in your email. They have to fix each account individually in their database for you. Once I sent that email to customerservice@perfectworld.com it only took a few days for them to fix it for me which has not been working properly since pwe bought cryptic.
I can't figure out how to get anything accomplished here. I no longer play the game. Managed to cancel my subscription. Am wondering if I'll get a pro-rated refund. I get directed to a place to send in a ticket that doesn't work. Frustrated as heck.
I can't figure out how to get anything accomplished here. I no longer play the game. Managed to cancel my subscription. Am wondering if I'll get a pro-rated refund. I get directed to a place to send in a ticket that doesn't work. Frustrated as heck.
Can anyone help?
Thanks!
They don't give refunds for cancelling your Subscription early any more then Netflix gives you back most of your $8.00 if you cancel on day 2. You pay for the entire period whether you use it or not.
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.
I'm posting this in the event that a CM may be able to pass this along to someone who gives a rat's behind about customer service.
I opened a ticket on 6/18 because the game client is crashing as soon as the character select screen comes up, but before it renders the character and ship.
After a lot of back and forth, I finally decided to test out my suspicion that the character was the issue and not the client or the computer.
I hadn't done so earlier, because I think PWI frowns on multiple accounts, and I wanted to respect that.
On 7/26, I created a new account, and tested the client on both my machines with it. Both worked fine. At this point we knew the issue was specific to the one character on my account.
I requested the character be deleted, as this is the most obvious troubleshooting step. The character is lower level, and it wouldn't have been much loss. (I'm sure I could've capped a character in the time this ticket's been hanging out there.)
I was told the GM was not able to do this. That's understandable.
I asked for the ticket to be escalated to someone who could do this. I got another request for info I'd already provided, and nothing indicating the ticket had been escalated.
There is no way that there isn't a single person in the company who can't delete a character.
And here I sit on the 28th of August, still unable to log in with my primary account.
I'd planned on spending some money on this game, and on NWO, since I'd canceled a sub to another MMO.
Well, Cryptic and PWI, you won't be seeing any of that money.
I don't expect super speedy service from an MMO company, much less one that's just had a major launch, but this is an easy fix (or at least test) and the lack of response is not acceptable.
Well, Cryptic and PWI, you won't be seeing any of that money.
That will surely motivate them to help you now.
"Participation in PVP-related activities is so low on an hourly, daily, weekly, and monthly basis that we could in fact just completely take it out of STO and it would not impact the overall number of people [who] log in to the game and play in any significant way." -Gozer, Cryptic PvP Dev
Comments
It seems Cryptic has time to edit my post, but apparently neither Cryptic or PWE has the ability, time, or wherewithal to fix my re-direct issue.
I wonder how may others are getting the e-mail run around?
"Higher touch customer service equals additional revenue, customer loyalty, profits and higher enterprise value."
Cryptic should read it if they want their Enterprise to have higher value.
Right now I have a problem. The log on screen come up and it tries to log me on but returns a "can not Authenticate message" I have tried two different computers systems with two different OS and get the same message back. Looking in the FAQ is says that message means the Servers are down. But when I log on the Website, it says the Servers are Up.
Jhaxxar
Right now, I have a problem. When I try and log on, it goes thru the log on sequence but then returns a "Can not Authenticate" message. The FAQ says if you get this message that it means that the Servers are down. I can log on the Web site and it says the Servers are UP. I have tried two different computers and two different OS's and get the same result.
Jhaxxar
I don't check my e-mail very often, but I just got two messages from Customer Service regarding one of my tickets. I won't copy in any part of the response, as we all know it's against forum rules to back up one's beef with Cryptic with actual facts, but anyway...
I filed a support ticket, in game, on June 17th. I was clear as to what failed to happen (This) and which character it failed to happen too. Then a little while later, I forgot about it, as had apparently Customer Service, until July 23th (36 days and 11 hours later), when they finally control+V-ed their standard response for five possible commonly occurring issues into an email and hit sent. None of which even remotely matched what I described. Anyway, since I didn't respond within the reasonable timespan of 168 hours, after them promptly responding within a mere 875 (give or take one), naturally the matter's now considered resolved.
Seriously, these people need to be laid off and replaced with just one who speaks just enough English to be able to at least copy and paste a fitting response.
This message would've been twenty percent longer were I allowed to curse. Just so you know. I don't really care that much about 9000 dilithium - I manage much more than that daily on my own - but seeing that second e-mail telling me I WAS TOO SLOW is the reason this ain't getting resolved just kinda makes me want to hear the sound of breaking glass in Amsterdam. Somewhere near the Arena. (That's where the PWE European Cubicle is.)
Lucky for everyone involved, though, I'm almost as lazy as CS is.
Praetor of the -RTS- Romulan Tal Shiar fleet!
They state in the e-mail to go to their support page to check the status of my tickets.
That would be great, except I have a RE DIRECT ERROR which prevents me from accessing the support site.
As your STO account is good for all PW sites and games you should be able to log in there and access Support directly from the main site.
Give that a try and see if it helps.
I feel sorry for the CS Reps who are actually trying to help people.
I wonder how many folks are actually helped...,
... as it seems that around here, we only see posts from folks that are pizzed off.
It's a shame we don't have a Thank You Thread around here somewhere to indicate whether or not there is a balanced viewpoint.
<shrug>
Just for the record, my two dealings with CS were a 50/50 split.
One good, one not so much.
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
No difference.
This happens across 3 different computers (2 at home, 1 at work) with Firefox, IE, and Chrome.
I believe the PW sight uses Flash as its base. Is your Flash software up to date?
Try it with your Firewall turned off too. Maybe something in that is blocking you.
Yes...cleared all cache/cookies.
Yes...Flash is up to date.
No...Firewall is not blocking me.
A complete format and multiple check disks failed to correct the issue.
I just got off the phone with WD support and they are sending me another hard drive no questions asked! The whole thing took less than 15 minutes, and they sent me a pre-paid label for UPS to return the defective hard drive.
It's things like this that will ensure the next time I build a computer, a Western Digital hard drive will definitely go into that machine.
Things like this make we wonder how much Cryptic/PWE actually cares about their customers and their customer's loyalty.
Ok..I read that post and the threads they referenced. Other than sending an e-mail to PWE/Cryptic (again), what was the solution.
Use the method of contact I mentioned and the details I posted included in your email. They have to fix each account individually in their database for you. Once I sent that email to customerservice@perfectworld.com it only took a few days for them to fix it for me which has not been working properly since pwe bought cryptic.
Can anyone help?
Thanks!
If you're having issues using the Support system you can file a Ticket via email: customerservice@perfectworld.com
I opened a ticket on 6/18 because the game client is crashing as soon as the character select screen comes up, but before it renders the character and ship.
After a lot of back and forth, I finally decided to test out my suspicion that the character was the issue and not the client or the computer.
I hadn't done so earlier, because I think PWI frowns on multiple accounts, and I wanted to respect that.
On 7/26, I created a new account, and tested the client on both my machines with it. Both worked fine. At this point we knew the issue was specific to the one character on my account.
I requested the character be deleted, as this is the most obvious troubleshooting step. The character is lower level, and it wouldn't have been much loss. (I'm sure I could've capped a character in the time this ticket's been hanging out there.)
I was told the GM was not able to do this. That's understandable.
I asked for the ticket to be escalated to someone who could do this. I got another request for info I'd already provided, and nothing indicating the ticket had been escalated.
There is no way that there isn't a single person in the company who can't delete a character.
And here I sit on the 28th of August, still unable to log in with my primary account.
I'd planned on spending some money on this game, and on NWO, since I'd canceled a sub to another MMO.
Well, Cryptic and PWI, you won't be seeing any of that money.
I don't expect super speedy service from an MMO company, much less one that's just had a major launch, but this is an easy fix (or at least test) and the lack of response is not acceptable.
That will surely motivate them to help you now.
Look up the concept of reverse psychology on Wikipedia. It might help you understand the OP.