Need Support Getting Support. If in wrong place please move to correct place.

admiralfraya · April 2016

Hallo,

Any one at cryptic who sees this please take it to who ever needs to be informed, The problem is Support is getting worse from CS. Many people, people i know and problems i come across by accident that people have reported, go unsolved. CS doesnt seem to want to do anything anymore and are far to happy with sending people copy paste replies and directing people to forum threads that dont help in away at all. Personally I dont like the idea off putting stuf here, filing a bug report for a bug should be enough but for other Issues you have the Option of Customer service. I havnt had the survey from using the service in over a year so dont know if that has stopped? my last message to them directed me to a forum that i ended up reading before realising nothing was answered. The time before that the reply was rude, arrogant and totaly unessisary to be said the way it was. If i posted a comment in similar fashion I would expect to be banned from using the service for a short time. No one wants to be spoken to like that and it works both ways.

At one piont i had a problem and CS did an excelent job and i was praising them for their handling of the situation, I cant say i have felt like that in months. actually i just relised it was this time last year I had my last positive experiance. I confess i havnt played to many mmo's but of the ones i have STO is my favourite and most reasonable but given the time i Have been with this game I'm starting to get the feeling the opinions of someone who has been here from the beginning just dont matter anymore. Clearly this is not a good sign, I'd also like to ask anyone else who feels you have been spoken to in this mannor to speak up and just make a quick post in support of getting better support.

Thanks for reading and hope to see a change in the near future, I dont expect instant results,

Regards,

Fraya

sailtrol · April 2016

:) absolutely true they need to get their TRIBBLE together.

chipg7 · April 2016

CS will almost always respond with a copy-paste answer - likely because I doubt most players follow-up on their own tickets. Go ahead and reply to those default acknowledgements, and you'll be speaking to someone one-on-one. I've had a lot of problems solved just by engaging in a conversation, giving them information, answering CS' own questions back to me, etc.

CS isn't a one-way street. Don't get discouraged when you get a seemingly-default reply. There is, in fact, a person that has your ticket. Just try talking to them, and thanking them for their time, and you'll likely get an answer.

admiralfraya · April 2016

I understand that of course but the same goes for their attatudes. they dont want people sending abbusivie messages and I dont want help only to get a reply that is out right rude, one the first line of text makes you think if that is how it is now I dont want to play anymore. Something is not right and needs to change, like I said above about the surveys they used to ask people to fill in based on their experiances...... What happened to them? I'd gladly fill one in right now but it seems they dont do them anymore and if they do then someone isnt sending them out.... becuase the agent doesnt want negative reviews on their records? I dont know so i cant really say. all I know is I'm Sick to my stomach of trying to help them identify problems which infomation they can pass on to other playes if they get a ticket for and when needed get help and every time I come away thinking why do I bother?

One time in Season 9 i think it was there was a major Bug... they were using me to keep the players upto date on what was going on. I really dont mind doing that communication is vital. but 2 years later...... I cant say i feel the same positive Vibe about contacting them i used to have.

bobsled624 · May 2016

DISCLAIMER: I do not work for PWE or Cryptic!

Right, now that that's out of the way, I do work in the customer service industry. I work for an ISP and offer daily support, fault management and order-recovery services. Basically, if something goes wrong with your phone or broadband, it's usually myself that will offer support (not to every customer, obviously, but you get the idea.)

One of the big things to be aware of when you're contact customer support, is that the person you're making contact with has probably never spoken to you, has no idea of your account history and/or your technical ability.

Working in customer service, I live by one simple principle. The K.I.S.S. principle. (Yes, Vets, you know what's coming.

"Keep It Simple, Stupid!"

This principle of keeping things simple generally allows customer service reps to work with 90% of their customers to resolve their issue.

admiralfraya wrote: »

...CS doesnt seem to want to do anything anymore and are far to happy with sending people copy paste replies and directing people to forum threads...

I can assure you, that that is not true. When you contact customer support, if you open a new ticket or respond to an existing one, remember what you're doing. You're engaging in written, recorded, legally-binding discourse with a company who is providing you with a service.

I can assure you, that standard practice in the entire Customer Service industry almost world-wide is to respond to a text-based contact with a pro-forma response that best suits that customer's issue. When you have 14 possible issues a customer will contact you with, you have 14 pro-forma responses for those issues. The idea behind most of these is to ascertain what the customer has attempted to do to resolve the issue before contacting Customer Service. You may have some customers who have uninstalled, reinstalled, verified, adjusted settings, et al….and you may have some who log a ticket as soon as they log in because the game is slightly dimmer than usual.

Another reason for pro-forma responses is legal. Usually, the responses you’re getting are cleared and vetted by the legal team of a company to ensure they are not going to give you troubleshooting advice that may cause damage to your hardware and leave the company exposed to the liability that may arise out of this.

In response to Bug Reporting? Well, the amazing Laughing Trendy has launched (quite successfully, I might add) the Bug Hunters team who check these sub-forums, attempt to replicate the bug and file it with the Dev team. Bear in mind, that a minor Quality of Life bug (The Ready Starship Button bug) may have to take a back seat when dev resources are tied up…say, for example, with the development and launch of a new expansion.

What I would ask, is that you give me the link to the bug report or a brief description of the account issue (Do NOT disclose any sensitive account information) and I’ll certainly do what I can to help.

Thanks,
Bobsled624

askray · May 2016

Please don't necro threads.

Need Support Getting Support. If in wrong place please move to correct place.

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