Sarek@captainkron Nelaytha - Fabrication Engineer - Increase Duration of RSP. I try equipping to Active space roster and get message "You can not equip more than 1 items of the category". I have equipped Law, Exocomp, Hakeev, and 2 more blue torpedo doffs. Even If I try to replace Exocomp, an Engineering doff, I still get message.
I don't think customer support has database access. I think they are the equivalent of call center staff who have a limited number of tools. There might be a small tech support team, but they might not have database access either.
I wouldn't expect them to. When I said "they" I meant them collectively. Whoever does have access to the database could fix this in moments.
Even without ever having looked at their code or database before, I could probably have fixed this in well under half an hour. Shame I've spent a lot more than that amount of time trying to get it fixed as a customer.
I'm not sure what you would have to do to get them to contact a database admin.
I am.
You report a bug. Bug gets fixed.
Or maybe it doesn't, so you follow up with a support ticket, demonstrate to their satisfaction that there is a bug and they forward it to the tech team to be fixed, who fix it.
Thanks for keeping this issue alive. I'm surprised CS can't go in, deleted the bugged doffs, and replace them with new ones.
Honestly at this stage it's just sheer bloodymindedness on my part.
I kind of gave up a long time ago. I had grand plans for a STO fleet and website. I'd come up with an awesome site design and put up the lore questions and answers in a much better format than they are on the wiki. I'd solo grinded my way almost up to a T3 fleet base in preparation for throwing open the doors and recruiting.
Then this. If characters can get bugged and they just refuse to fix them there's literally no point in playing the game.
Oh well.
But with the lifetime sub + LoR pack I've spent more than $300 on this game. So their not fixing this is really, really wrong.
Can I get some name@handles for characters with this issue?
You obviously have my details already as per the support ticket I've already published. Main character's name included in ticket but it affects other characters as well.
I assume that if you figure out what database entries are funky from one bugged character, you should be able to write a script to fix it for everyone's bugged characters at once. If not I'll have to through and individually check a thousand or so doffs across my alts.
You obviously have my details already as per the support ticket I've already published. Main character's name included in ticket but it affects other characters as well.
I assume that if you figure out what database entries are funky from one bugged character, you should be able to write a script to fix it for everyone's bugged characters at once. If not I'll have to through and individually check a thousand or so doffs across my alts.
I'm QA, not CS, and so I don't have access to the only ticket whose number is referenced in any of your posts. Due to various factors with moving the forums to Perfect World, sometimes I can find an account by forum display name and sometimes I cannot. Sadly, yours is a case where I cannot.
I understand your frustration, and I am trying to help. I wanted to make sure your character was attached to the QA bug report on this issue so that the programmer(s) who work on the fix could reference it to make sure your issue is fixed. I can't find your character without the name@handle.
I included the other characters for which I was provided name@handles, so hopefully that will be good enough information to fix your issue as well.
Or maybe it doesn't, so you follow up with a support ticket, demonstrate to their satisfaction that there is a bug and they forward it to the tech team to be fixed, who fix it.
Except obviously that didn't happen.
Ideally, that is what should happen. But tickets often seem to get stuck in limbo somewhere.
I'm QA, not CS, and so I don't have access to the only ticket whose number is referenced in any of your posts. Due to various factors with moving the forums to Perfect World, sometimes I can find an account by forum display name and sometimes I cannot. Sadly, yours is a case where I cannot.
Why doesn't QA have this information? Even if QA should not have access to customer support tickets for privacy reasons, customer support should have filed a bug report, and the support ticket number and the bug report number should be linked for easy reference. I think customers are often frustrated because their issues appear to be lost somewhere along the chain from customer support to QA to technical staff.
Why doesn't QA have this information? Even if QA should not have access to customer support tickets for privacy reasons, customer support should have filed a bug report, and the support ticket number and the bug report number should be linked for easy reference. I think customers are often frustrated because their issues appear to be lost somewhere along the chain from customer support to QA to technical staff.
That's what I'd like to know.
I have submitted several bug reports directly myself. CS also claim to have submitted a report after I lodged a ticket with them. Others in this thread said they did the same going back as early as August last year.
So the QA team should already have all of our names and character handles, shouldn't they?
Though if he's asking for these details clearly they do not. That necessarily begs the question, why not?
I'm QA, not CS, and so I don't have access to the only ticket whose number is referenced in any of your posts.
Well you should since as detailed in that ticket your CS claim to have submitted those details to you. So naturally I thought you were seeking them from everyone except me. This is also the subject of an open complaint with BBB. You should also be aware of my details from that process.
It really is odd that you'd be asking for them after having been provided with them from three different sources. But nothing about this process has been reasonable and I'm not going to give you any grounds on which you could even intimate I've been unhelpful in trying to get it resolved. I'll pm you the details.
Please keep in mind that we have many different departments, games and forums to keep track of both at the PWE offices as well as the Cryptic offices.
Our QA department does not have access to our support Tickets, nor does the CM team. Only our CS team does, and while we can request this info from them, it can sometimes be helpful to ask players directly as players have one ticket number that is easy to find. Our CS department would have to search through hundreds if not thousands of ticket numbers to find one.
CrypticFrost was doing his best to try and cut thru some of that to speed up assisting players directly, which I applaud him for.
If any of you choose to accept his help and provide him with the info he requested, that will most likely work in your favor.
If you choose to attack him for trying and to call him or our company liars, you are only hurting yourself by refusing his help.
Please keep in mind that we have many different departments, games and forums to keep track of both at the PWE offices as well as the Cryptic offices.
Our QA department does not have access to our support Tickets, nor does the CM team. Only our CS team does, and while we can request this info from them, it can sometimes be helpful to ask players directly as players have one ticket number that is easy to find. Our CS department would have to search through hundreds if not thousands of ticket numbers to find one.
CrypticFrost was doing his best to try and cut thru some of that to speed up assisting players directly, which I applaud him for.
If any of you choose to accept his help and provide him with the info he requested, that will most likely work in your favor.
If you choose to attack him for trying and to call him or our company liars, you are only hurting yourself by refusing his help.
~CaptainSmirk
Of course, to respond fully to this I'd have to reference "private communications" which you've moderated away and informed me I'm not allowed to do.
Oh well...
Why exactly would your CS staff have to search through hundreds or thousands of ticket numbers to find my ticket? I provided my ticket number. You're not suggesting there's no search feature in the CS system are you?
I did not attack CrypticFrost in the slightest. I was defending my perfectly reasonable assumption - which was attacked by another forum member - that CrypticFrost's request for character and account details of affected players was not directed at me.
Seeing as how a) I had submitted multiple bug reports, b) contacted CS last year who claimed to have submitted another bug report about this and c) have an open complaint with BBB to which PWE responded that they had escalated this to the QA team, it was perfectly reasonable for me to assume that the QA team would have my details.
That's all I was doing. Defending a completely reasonable assumption. As indicated previously I supplied those details to CrypticFrost via PM anyway so how you can accuse me of refusing his help is difficult to understand.
As much as you might not like me for taking a complaint to BBB and wanting to roast me for it, this was my only recourse short of actually suing you.
That's easy for me to believe. I've taken the time to read through some of the other 170+ BBB complaints about PWE. Their CS staff seem to do this a lot - not help customers they should and then tell them not to contact CS again about that issue or others like that.
It's appalling, and rather than taking an aggressive stance towards clearly wronged customers, I think PWE should be apologising profusely and begging forgiveness.
We should pick a day and date, post it everywhere and ingame and stop playing the game for a day completly for them to wake up.
I'm clearly unhappy about this issue and willing to put in what should be wholly unecessary effort to move them to fix it - even though I've more or less accepted this game, which I once enjoyed and invested a lot of time and money in, is a write off. MMOs place a strong emphasis on character progression. If characters can become bugged and they refuse to fix them I don't see any point in playing. So I stopped last year.
Obviously I couldn't join such a protest anyway seeing as how I'm already not playing, but I'm inclined to see how the BBB complaint plays out. While some at PWE seem to be under the impression that's a private process, BBB publish complaints and how companies respond to them.
So far PWE's response has not been great. They were late responding to the initial complaint and when they did they appear to have been dishonest. They haven't responded to a followup enquiry to that. They haven't yet fixed the bug. Despite in their response saying they'd escalated the case to the QA team, the QA team are here more than a month later in the forums saying they don't have my case details.
But I still haven't given up hope they'll eventually do the right thing. That is in the company's best interest.
I don't know how far back you read in the thread, but crypticfrost (developer) requested account and character names for players affected so they could investigate the problem.
When they come up with a fix it should just work for everyone affected but you might want to PM them those details to be sure you get fixed. Even if you've submitted bug or support tickets already.
Still bugged even after the UI revamp. Good news though is I haven't had any new doffs bug out recently so the bug *might* be contained but the clogged roster slot is annoying considering I paid for additional slots, I really wish at least dismiss would work willing to cut my losses at this point
Still bugged even after the UI revamp. Good news though is I haven't had any new doffs bug out recently so the bug *might* be contained but the clogged roster slot is annoying considering I paid for additional slots, I really wish at least dismiss would work willing to cut my losses at this point
I'm really sorry to hear that.
I had posted that the bug had been fixed for me at least, but well, that completely inoffensive post isn't here now. Fancy that.
Lodge a CS ticket. If it's not fixed within 2 weeks, lodge a BBB complaint. Don't be patient. It'll get you nowhere.
Comments
reshiram@merescintilla
my doffs brisra kimalak stol bevatra s'hek are all bugged
put on active duty and dismiss are both grayed out even though my doff is the correct faction and in reserve (I am a romulan):
http://imgur.com/H59OszV
--->Ground Combat General Bugs Directory
Real join date: March 2012 / PvP Veteran since May 2012 (Ground and Space)
I wouldn't expect them to. When I said "they" I meant them collectively. Whoever does have access to the database could fix this in moments.
Even without ever having looked at their code or database before, I could probably have fixed this in well under half an hour. Shame I've spent a lot more than that amount of time trying to get it fixed as a customer.
I am.
You report a bug. Bug gets fixed.
Or maybe it doesn't, so you follow up with a support ticket, demonstrate to their satisfaction that there is a bug and they forward it to the tech team to be fixed, who fix it.
Except obviously that didn't happen.
Honestly at this stage it's just sheer bloodymindedness on my part.
I kind of gave up a long time ago. I had grand plans for a STO fleet and website. I'd come up with an awesome site design and put up the lore questions and answers in a much better format than they are on the wiki. I'd solo grinded my way almost up to a T3 fleet base in preparation for throwing open the doors and recruiting.
Then this. If characters can get bugged and they just refuse to fix them there's literally no point in playing the game.
Oh well.
But with the lifetime sub + LoR pack I've spent more than $300 on this game. So their not fixing this is really, really wrong.
You obviously have my details already as per the support ticket I've already published. Main character's name included in ticket but it affects other characters as well.
I assume that if you figure out what database entries are funky from one bugged character, you should be able to write a script to fix it for everyone's bugged characters at once. If not I'll have to through and individually check a thousand or so doffs across my alts.
I'm QA, not CS, and so I don't have access to the only ticket whose number is referenced in any of your posts. Due to various factors with moving the forums to Perfect World, sometimes I can find an account by forum display name and sometimes I cannot. Sadly, yours is a case where I cannot.
I understand your frustration, and I am trying to help. I wanted to make sure your character was attached to the QA bug report on this issue so that the programmer(s) who work on the fix could reference it to make sure your issue is fixed. I can't find your character without the name@handle.
I included the other characters for which I was provided name@handles, so hopefully that will be good enough information to fix your issue as well.
QA guy comes in the post trying to get as much info as possible to fix the bug and you blow him off in a tirade about how Cryptic won't help.
It would be sweet karma if the fix they deploy works for everyone but you.
Ideally, that is what should happen. But tickets often seem to get stuck in limbo somewhere.
Why doesn't QA have this information? Even if QA should not have access to customer support tickets for privacy reasons, customer support should have filed a bug report, and the support ticket number and the bug report number should be linked for easy reference. I think customers are often frustrated because their issues appear to be lost somewhere along the chain from customer support to QA to technical staff.
ROFL.
That's what I'd like to know.
I have submitted several bug reports directly myself. CS also claim to have submitted a report after I lodged a ticket with them. Others in this thread said they did the same going back as early as August last year.
So the QA team should already have all of our names and character handles, shouldn't they?
Though if he's asking for these details clearly they do not. That necessarily begs the question, why not?
Well you should since as detailed in that ticket your CS claim to have submitted those details to you. So naturally I thought you were seeking them from everyone except me. This is also the subject of an open complaint with BBB. You should also be aware of my details from that process.
It really is odd that you'd be asking for them after having been provided with them from three different sources. But nothing about this process has been reasonable and I'm not going to give you any grounds on which you could even intimate I've been unhelpful in trying to get it resolved. I'll pm you the details.
Please keep in mind that we have many different departments, games and forums to keep track of both at the PWE offices as well as the Cryptic offices.
Our QA department does not have access to our support Tickets, nor does the CM team. Only our CS team does, and while we can request this info from them, it can sometimes be helpful to ask players directly as players have one ticket number that is easy to find. Our CS department would have to search through hundreds if not thousands of ticket numbers to find one.
CrypticFrost was doing his best to try and cut thru some of that to speed up assisting players directly, which I applaud him for.
If any of you choose to accept his help and provide him with the info he requested, that will most likely work in your favor.
If you choose to attack him for trying and to call him or our company liars, you are only hurting yourself by refusing his help.
~CaptainSmirk
Of course, to respond fully to this I'd have to reference "private communications" which you've moderated away and informed me I'm not allowed to do.
Oh well...
Why exactly would your CS staff have to search through hundreds or thousands of ticket numbers to find my ticket? I provided my ticket number. You're not suggesting there's no search feature in the CS system are you?
I did not attack CrypticFrost in the slightest. I was defending my perfectly reasonable assumption - which was attacked by another forum member - that CrypticFrost's request for character and account details of affected players was not directed at me.
Seeing as how a) I had submitted multiple bug reports, b) contacted CS last year who claimed to have submitted another bug report about this and c) have an open complaint with BBB to which PWE responded that they had escalated this to the QA team, it was perfectly reasonable for me to assume that the QA team would have my details.
That's all I was doing. Defending a completely reasonable assumption. As indicated previously I supplied those details to CrypticFrost via PM anyway so how you can accuse me of refusing his help is difficult to understand.
As much as you might not like me for taking a complaint to BBB and wanting to roast me for it, this was my only recourse short of actually suing you.
We should pick a day and date, post it everywhere and ingame and stop playing the game for a day completly for them to wake up.
That's easy for me to believe. I've taken the time to read through some of the other 170+ BBB complaints about PWE. Their CS staff seem to do this a lot - not help customers they should and then tell them not to contact CS again about that issue or others like that.
It's appalling, and rather than taking an aggressive stance towards clearly wronged customers, I think PWE should be apologising profusely and begging forgiveness.
I'm clearly unhappy about this issue and willing to put in what should be wholly unecessary effort to move them to fix it - even though I've more or less accepted this game, which I once enjoyed and invested a lot of time and money in, is a write off. MMOs place a strong emphasis on character progression. If characters can become bugged and they refuse to fix them I don't see any point in playing. So I stopped last year.
Obviously I couldn't join such a protest anyway seeing as how I'm already not playing, but I'm inclined to see how the BBB complaint plays out. While some at PWE seem to be under the impression that's a private process, BBB publish complaints and how companies respond to them.
So far PWE's response has not been great. They were late responding to the initial complaint and when they did they appear to have been dishonest. They haven't responded to a followup enquiry to that. They haven't yet fixed the bug. Despite in their response saying they'd escalated the case to the QA team, the QA team are here more than a month later in the forums saying they don't have my case details.
But I still haven't given up hope they'll eventually do the right thing. That is in the company's best interest.
I don't know how far back you read in the thread, but crypticfrost (developer) requested account and character names for players affected so they could investigate the problem.
http://sto-forum.perfectworld.com/showpost.php?p=17292061&postcount=31
When they come up with a fix it should just work for everyone affected but you might want to PM them those details to be sure you get fixed. Even if you've submitted bug or support tickets already.
BBB have advised they're about ready to give up on this one and have suggested I lodge a complaint with the US Federal Trade Commission.
I'm really sorry to hear that.
I had posted that the bug had been fixed for me at least, but well, that completely inoffensive post isn't here now. Fancy that.
Lodge a CS ticket. If it's not fixed within 2 weeks, lodge a BBB complaint. Don't be patient. It'll get you nowhere.