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Ticket Support NON-EXISTENT?
ssholeroy
Member Posts: 13 Arc User
Is it me, or is there absolutely NO SUPPORT via the Ticket system? I have a few tickets in, most are about two weeks old, and all I get is the generic auto-response.
Have they just given up? As long as the zen flows, all is good?
Have they just given up? As long as the zen flows, all is good?
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Dagoth Commanding Officer of the R.S.S Sabre, Scimitar Class Dreadnought.
Nelson, Commanding Officer of the Victory - E, Armitage Class Carrier.
Jones, Commanding Officer of the Sovereign, Sovereign Class Battleship.
Fleet Admiral of Approaching Storm, the Servers fastest growing Fleet.
I've submitted a few dozen over the last year and a half since I started playing sto and none of the issues I've submitted have been fixed*. Ever. Period.
*Broken/unusable items, Broken costume slots, large amounts of unrefined dil vanishing from my characters. All sorts of issues.
Here's the thing, and why I agree with this thread....
I reported that the support web site gets itself into a redirect loop over a year ago. The response was that "This is a known problem" and that "The development team are working on it".
Imagine my surprise when six months later, I need to lodge a ticket, and have the same problem. The response then, was again... "This is a known problem".
Now today, I see someone else with the same problem, so I know that in a year, they have not been able to correct a simple problem, which most web sites seem to get right without even trying.
Cryptic/PWE - I see a growing perception that you don't care. I understand that you get a lot of tickets, but if you focused on fixing the serious bugs, rather than pushing out season after season, of new bugs, you might have happier customers (and less tickets).
Its getting to the point now where Im hesitant to spend Zen for fear that what Im buyng wont work, and I'll be left out in the cold - an example of which is the 6 outfits my Romulan toon bought slots for, but now cant wear, which is another long standing "known issue". Silly me for assuming something I paid for (the 6 slots) would work as advertised.
To paraphrase Eraun: "Can you imagine the huberis it takes to [ask people to pay for something that you KNOW is completely broken]?"
Cryptic, I love you guys, you do awesome work, so much so I Lifetime'd up, but PWE... take note you're losing whatever goodwill you ever had, with this kind of thing! Fix the serious bugs and be responsive to your customers!
Player since July 2010. KDF Sci: 11,230 Accolade Points as at Jan 2015
PWE's websites and forums are the WORST I've ever seen in "modern" times. I mean, they may be better than HTML 1.0 encoded stuff, but just barely. Their login does not work on Opera (my favorite browser), and the forum sub-section list looks HORRIFIC. Seriously, does anyone at PWE have ANY sense of style or design?
I believe so. The support website is all PWE, it has been for over a year now, and that is the one which is broken.
In one of their responses, I was replied to by a GM, who basically said: "I cant help you thats up to the devs".
Helping me would have involved nothing more than passing on my bug report to the devs - the guys who could actually fix it - but alas, after a bit of to and fro, even that seemed too hard for him.
So yes. I believe the customer service (or lack of it) is PWE and that most of the tickets are resolved by GMs who have no real power to actually fix anything, nor any desire to see that reported issues actually get fixed.
Its pretty much all canned responses with a line or two, typed in to make it seem a little personal, and give the impression that the actual problem was addressed.
Player since July 2010. KDF Sci: 11,230 Accolade Points as at Jan 2015
That's about 3 months for a Customer Support response, locked out of the game the entire time.
Not sure if his issue was unique in terms of response time, but that's bad by any standard.
The frustrating part is that I even quoted the Paypal transaction numbers that I used to buy the Cryptic points in the first place! Gee, did they just evaporate? Im sure I spent them on something... oh yeah, that's right, I bought some ships! *facepalm*
I'm actually quite surprised with this.
I hope nobody wonders why I'm not Gold.
The thing is, it *wants* to be a very fun game. But the bugs periodically drive me away, I come back for a month, go away, come back, go away...
It's like it takes a few months to forget the aggravation.
I'd just be happy if they jumped on bugs quickly instead of coming out with the umpteenth lock box that you gotta pay to open and get a few worthless coins out of. What's next, the Godzilla Lock Box? At least when Guild Wars 2 started with their locked boxes, they also gave away a few keys free for quest completion and such.
As far as the original topic, yes, the customer service is nothing short of abysmal. And that's from someone who has trained people in customer service. If the people running the support tickets were in one of my classes, they'd be told to do much better or find another line of work.
I've had this issue for the last three weeks and I'm still waiting for any kind of response to my several tickets. I'm not even getting the auto-response anymore. I suspect my tickets are going straight to their spam folder.
As it turns out, that same bug was reported back in Jan 2013 and I'd bet that guy still hasn't seen a fix.
This is total bee-ess, Cryptic.
I sent in a bug report anywise......in hopes that maybe someone will read it.
Maybe the issue will be fixed..... maybe not
I was actually hoping to have fun with their new stuff....but their are always other games to play.
I am the type to support games I like playing.....if this one doesn't seam to have developers that care....then I simply wont support it anymore.
Power without Perception is Spiritually useless and therefore of no true value.
=^_^=
KEEP AN EYE ON THE FORUMS??? Really?!?! Why the FRAK should I have to keep watching the plethora of messages on the forums (what, am I supposed to read every single post?!) for an answer? Should't my TICKET GIVE ME THE ANSWER when it's resolved???
I will point out that, on occasion, the problems for which I've opened tickets have been resolved - with no mention on my ticket at all, and nothing that I could find on the forum. When that happens, I quickly close the ticket for fear that someone will go in and start poking around and TRIBBLE it up again ... or worse!