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peter109
Member Posts: 0 Arc User
hi all,
I have been told to put my feedback on here, and I would like to hear yours as well,
I had problem with my character and the romulan reputation levels getting stuck, put a ticket in and was told nothing could be done but delete character.
obviously not happy and told them so, they gave the standard reply and told me to put my views here.
so here we are, over to you, if you have good or bad customer service then let us know and hopefully they will take note.
please try to be positive even if you have had a bad experience and do not swear on this thread.
:mad:
I have been told to put my feedback on here, and I would like to hear yours as well,
I had problem with my character and the romulan reputation levels getting stuck, put a ticket in and was told nothing could be done but delete character.
obviously not happy and told them so, they gave the standard reply and told me to put my views here.
so here we are, over to you, if you have good or bad customer service then let us know and hopefully they will take note.
please try to be positive even if you have had a bad experience and do not swear on this thread.
:mad:
Post edited by peter109 on
0
Comments
1. bought and paid for with money for zen kdf outfit slots unusable for over 2 years now and never a word from them after they sent the normal defrag force verify response . that i responded to them with a nope didn't work.
fix. So if they cant fix it ok just refund the zen i paid for the extra slots and im good .
2. lobi xindi bridge officer coming off exchange directly into canidates list where it became bound and unusable. i already had one on active duty. so it stuck in the list unusable unsellable and a total waste of lobi .
fix. if they cant move it just have a gm delete it from my list and give me my lobi back and im good.
but no nothing not a word . not even a ok we seen your problem and will work on it and i hear nothing.
3. wifes account worked fine till they did the april fools day thing. she tried to use the roll back server and never got to work but ever since she cant log into her account because of the email verification. her email from when she registered the game has been invalid for like 2 years now and we didn't even know it was and issue till these message popped up asking for the verify numbers. ok so her arc account same thing cant log in cause the email is invalid. well i send a ticket and the response was she must do it from the email address associated with the account. like they never even read what the problem was.
fix. look at the account jeese i gave her a suliban cell ship only myself and my son are on the friends list. use what ever other verification process other than email . hell we can even tell them the complete email addy and password but we cant access the email any more. has to be something they can do. but they wont even hear the problem .
trouble tickets. postings in bug forums and nothing.
The only time you're going to get support is if it's Billing related. Because you can sic the bank on them. Then they'll actually do something.
From my experience with gaming support, you have to remember a few things, First is get the right department. If you have a "character" issue, sending a ticket to the "accounts" department will probably not get you the response you want.
Don't rant! Calling the game developer names, and using unfriendly or confrontational wording will usually also not get you the response you want. Try and be specific and descriptive in your ticket title, and be informative and positive in your ticket description.
Don't expect an instant and/or favorable and/or "perfect" response. Be realistic in what you ask for, and what you expect, believe it or not, there are sometimes some things they simply cannot do!
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It is one of those things, that even if you go into it with a generally positive attitude, they're going to do whatever they can to make sure you have a generally negative experience.
You drop them a line about X.
You get a reply about Y. Lolwut?
They tell you to post on the forums. After having been told on the forums to contact them. Lolwut?
You get a reply stating that a bug is working as intended. After having had the bug acknowledged and verified on the forums...with the suggestion to contact them. Lolwut?
Even when you say you were directed to them from the forums!
The list goes on and on and on and on and on...folks looking for some PvP in this game can find it trying to deal with customer service.
Every game related issue has been the polar opposite with frustrating and often unhelpful advice usually ignoring the question and answering whatever question they would prefer to answer. To date I've had not a single satisfactory outcome from a game query and thus it is overall a very negative experience.
So really rather depends what you want from support, if it helps I've had far worse. Netherworld are pretty much just ignoring any support request for a fatal bug that renders a game unplayable. So definately not as bad as it could be.
I've never had a reply to a submitted ticket, not once....ever. On top of that I cannot see submitted tickets, so have no way to tell if they are still open or not. :eek:
While here I seem to be quite uncomfortable with other users...the customer service replied me at every question. Yes,not always they can help so they say to go to the forums. But they gave me tips to try to solve in-game problems and helped me with forum-related issues (but not the notifications problem. However, that's not their fault. It's mods' fault who don't answer at all).
So I'd say I'm quite satisfied with customer serfice.
HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA....
....wait, it really exists?
Sarcasm aside, I've submitted tickets in the past that were never resolved. Not even so much as a response. It's just better to come to the fourms and start a complaint thread.
They have always been great to me.
Only issue I had was when I reported a boatload of Bot Driven toons, they thought I was reporting the same guy repeatedly.
I was disappointed though when I was told I couldn't bonus zen from buying some RIGHT before a sale started.
An automated response that my ticket was received is NOT a response. I want to know that an actual human being read the problem I described in my ticket and either has a solution or is working on the solution.
The worst customer service in the world is the kind that leaves you feeling like they don't care about your problem.
Don't believe the lies in this forum. I am NOT an ARC user. I play STO on Steam or not at all.