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Been scammed out of a T6, by Arc/Cryptic/PerfectWorld.

I opened the box I paid 900 lobi for.

It said Jem'Hadar Heavy Escort Carrier T6, but when I opened it, the ship is only a T5.

Customer Service will not help me.
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Comments

  • reyan01reyan01 Member Posts: 15,352 Arc User
    edited September 2016
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?
  • bonzodog01bonzodog01 Member Posts: 147 Arc User
    If this is on console, its a known bug - the one and only Lobi store ship is a T5U when it was intended to be a T6. Hang onto it, they will more than likely correct this at some point in an update hopefully in the near future.
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  • echocrackechocrack Member Posts: 16 Arc User
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?

    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

  • echocrackechocrack Member Posts: 16 Arc User
    bonzodog01 wrote: »
    If this is on console, its a known bug - the one and only Lobi store ship is a T5U when it was intended to be a T6. Hang onto it, they will more than likely correct this at some point in an update hopefully in the near future.


    I do know that's the issue is known. Thing is, on every other forum people tell me that the bug has already been resolved, or "I just opened one and I got a T6"

    None of that helps, and if Cryptic thinks they've already fixed the bug I'm afraid I will not get a replacement.

    900 lobi is not easily obtainable. It cost me a good chunk of change.
  • daviesdaviesdaviesdavies Member Posts: 277 Arc User
    the real scam was that you opened so many boxes and got all those lobi crystals :D
    Mzd8i1c.gif
  • reyan01reyan01 Member Posts: 15,352 Arc User
    echocrack wrote: »
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?

    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

    Not entirely sure what to suggest. As per the post above your last one, this is a known issue, but I guess if you are really that unhappy about the issue and the response you received from the online reporting system you could possibly email, or even phone, them?

    Perhaps our esteemed Community Manager, @pwlaughingtrendy , might be able to bring this to the attention of the appropriate person(s)?
  • echocrackechocrack Member Posts: 16 Arc User
    the real scam was that you opened so many boxes and got all those lobi crystals :D

    I know... I wasn't pleased with myself after seeing my bank statement.

    That's what makes me even more upset about this situation. That ship cost me a lot of cash. I'd like the version that was advertised.

  • Interesting I knew this issue was occurring on the T6 Dreadnought from the Lockboxes but not Lobi store.

    Seems to be a hit and miss bug though as both my Lockbox Dreadnought and Lobi Store Heavy Escort Carrier both came out as there T6 variants.

  • mustrumridcully0mustrumridcully0 Member Posts: 12,952 Arc User
    echocrack wrote: »
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?

    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

    In how many different words should they reply to you: "This is a known issue and we're working on it?"
    Star Trek Online Advancement: You start with lowbie gear, you end with Lobi gear.
  • echocrackechocrack Member Posts: 16 Arc User
    echocrack wrote: »
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?

    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

    In how many different words should they reply to you: "This is a known issue and we're working on it?"

    I'll show you my ticket history if you want. The response they're giving me now is the same response they've given on other issues, in other games. My ARC account has been bugged since the ARC app came out on xbox, never shows my progress. I have the exact same response from CS from that ticket as I do this one. That ticket was on Neverwinter about 6 months ago. It's a copy and paste paragraph that they send to everyone with a ticket they don't want to address.
  • echocrackechocrack Member Posts: 16 Arc User
    Interesting I knew this issue was occurring on the T6 Dreadnought from the Lockboxes but not Lobi store.

    Seems to be a hit and miss bug though as both my Lockbox Dreadnought and Lobi Store Heavy Escort Carrier both came out as there T6 variants.

    Funny thing is... I bought a Dreadnought off the exchange, and it came out the box a T6. However, the one I personally bought from the store was a T5. Doesn't make sense.
  • warpangelwarpangel Member Posts: 9,427 Arc User
    edited September 2016
    Meh, the T5U and T6 have the same stats anyway.

    They'll eventually fix it.
  • mustrumridcully0mustrumridcully0 Member Posts: 12,952 Arc User
    edited September 2016
    echocrack wrote: »
    echocrack wrote: »
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?

    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

    In how many different words should they reply to you: "This is a known issue and we're working on it?"

    I'll show you my ticket history if you want. The response they're giving me now is the same response they've given on other issues, in other games. My ARC account has been bugged since the ARC app came out on xbox, never shows my progress. I have the exact same response from CS from that ticket as I do this one. That ticket was on Neverwinter about 6 months ago. It's a copy and paste paragraph that they send to everyone with a ticket they don't want to address.


    In how many different words should they reply to you: "This is a known issue and we're working on it?"


    If they tell you: This is not a bug, things are working as intended, then you would have a real issue.
    Star Trek Online Advancement: You start with lowbie gear, you end with Lobi gear.
  • duncanidaho11duncanidaho11 Member Posts: 7,612 Arc User
    edited September 2016
    echocrack wrote: »
    reyan01 wrote: »
    Okay - please elaborate on why "customer services will not help" you - this implies that you contacted them and didn't receive a satisfactory response. Is this the case?

    Also, did you purchase this whilst playing on PC or console?
    I'm on console, and yes I contacted them. I got the response that anyone who contacts their CS gets " We are aware of the issue...thank you for your patience... blah, blah, blah..." The same copy and paste response that everyone gets. I'd like to talk to a real person, or at least get a response from a real person.

    Here's a few points:

    1. In the grand scheme of things this is not a "scam." Beyond the facts of the situation, online scams (of the sort you would generally refer to as "scams") are often very damaging to people's lives. I doubt you've lost anything more here than a few DPS points from a T5U versus T6. You may not have got exactly what you thought you paid for but in the realm of consumer issues that's the bare minimum of any noteworthy problem.

    2. Customer support can't do anything because this is a technical issue. This ship was not the right version. What is someone in a PWE support center going to do? I'm not even sure a developer can offer you a lobi refund or an individualized ship replacement service. The only thing that can happen is that the devs work out a fix for the problem (ie. they make that T5U a T6).

    And they certainly will for something like this (very straight forward issue with a notable piece of pricey content), but not in a timeframe that will provide instant gratification. They need to work out why this happened, stop it from happening to more people, and create a fix for those affected which isn't going to detonate some other aspect of the game (ex. remove your ship without properly triggering its working replacement.) Basically, it needs to go through QA. You may want this done fast, but it's more important to do it right.

    So just sit tight. It's good bringing this to the attention of the forums, it keeps the issue fresh, but where the approach needs work is falling back on "blah, blah, blah, I just want a live person to hear what I have to say." I can't say that it'll make a fix less likely, but it's certainly not pushing things in the direction you want things to go (even among other users here.)
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  • kjfettkjfett Member Posts: 370 Arc User
    2nd what @duncanidaho11 said.

    It wasn't a scam, but rather a known/documented bug that they have already notified users about and you just missed the notification.

    It's also something that the devs will have to resolve through a patch and there is literally nothing the customer service techs can do.

    If that wasn't clear enough allow me to make it more clear....The customer service guys don't have the tools to fix your problem and tracking one down to QQ in person just takes up that much more of their time.

    I agree it sucks, but let's get real. No action on your part is going to directly influence this.
    kjfett_14091.jpg
  • echocrackechocrack Member Posts: 16 Arc User
    Ok... General consensus here is that I should just shut up and let things work themselves out.

    Thanks for the help...

    Sorry for bothering everyone. Just kinda upset that I spent all that money on something that was falsely advertised.
  • kjfettkjfett Member Posts: 370 Arc User
    I get the frustration, but seriously...not a scam and not false advertising. They are working to fix the problem.
    kjfett_14091.jpg
  • reyan01reyan01 Member Posts: 15,352 Arc User
    edited September 2016
    I have to agree with what others are saying; this isn't a 'scam' which is, by it's very definition, a dishonest scheme; a fraud. They are delivering the product - it just isn't quite the right one.

    This is at worst, and even then arguably, false advertising but to be honest it strikes me more as a mislabled product resulting from a bug.
  • echocrackechocrack Member Posts: 16 Arc User
    kjfett wrote: »
    I get the frustration, but seriously...not a scam and not false advertising. They are working to fix the problem.

    I understand, by definition, it's not a scam. It was advertised as a T6, it came out a T5, so that is false advertising.

    I also understand it's a bug and they're "working on a fix" but like I said before, I've dealt with ARC's customer service before. I've had several issues with Neverwinter. Well documented bugs that I have a ticket out from for over a year ago. You know what they told me a year ago?

    "As of the moment we do not have an estimate date of when an official fix will be released. We ask for your patience until this issue has been resolved, our development team are aware of this and doing their best for a resolution on this case. If you have other questions or concerns please don't hesitate to contact us again."

    That's the EXACT same text that I'm getting from this ticket, word for word.

    So yeah, they're aware. They're "working on a fix". For some reason that doesn't seem to provide much reassurance.
  • valoreahvaloreah Member Posts: 10,928 Arc User
    the real scam was that you opened so many boxes and got all those lobi crystals :D

    Why? If you opened boxes to collect lobi, you got exactly what you paid for. There is no scam there.
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  • reyan01reyan01 Member Posts: 15,352 Arc User
    valoreah wrote: »
    the real scam was that you opened so many boxes and got all those lobi crystals :D

    Why? If you opened boxes to collect lobi, you got exactly what you paid for. There is no scam there.

    Agreed, especially considering the fact that Lobi is the only thing guaranteed to drop from those boxes.
  • echocrackechocrack Member Posts: 16 Arc User
    valoreah wrote: »
    the real scam was that you opened so many boxes and got all those lobi crystals :D

    Why? If you opened boxes to collect lobi, you got exactly what you paid for. There is no scam there.

    I think he was just trying to say that I pretty much scammed myself opening the lockboxes. No, I'm well aware of the odds of actually pulling a ship. I was opening boxes for pretty much just Lobi and those Universal Upgrade kits that are in the boxes, so yeah I knew exactly what I was doing opening the boxes.

    By now, everyone reading this knows what the issue is, so I wont repeat it.

  • spartan313#8507 spartan313 Member Posts: 16 Arc User
    lets try this a different way since i am a axbox user and everyone here posting is pc user mostly .. cuz they think they know what is going on since they are on PC when its to different worlds.. kid you threw your money at the screen they got what they wanted out of you .. you got what you wanted.. u got the ship t5 or t6 u still got it.. so gtfo it and dont spend anymore till the game is fixed.. like i am doing... i havent spent a dime in the game since my crystals and vouchers are stuck in my account bank and there is literally since 200 bucks get you 23k zen that is not even close to what i have in the account bank of crystals and i can not use them .. i said on my bug report give me the keys back so i can just get the crystals as they have given keys back to console users already but yet not me... so.. take the fist the company gave you and wait to spend another dime if they dont fix things then oh well they lose money on xbox customers
  • lucho80lucho80 Member Posts: 6,600 Bug Hunter
    edited September 2016
    echocrack wrote: »

    I do know that's the issue is known. Thing is, on every other forum people tell me that the bug has already been resolved, or "I just opened one and I got a T6"

    None of that helps, and if Cryptic thinks they've already fixed the bug I'm afraid I will not get a replacement.

    900 lobi is not easily obtainable. It cost me a good chunk of change.

    1) Yes, it's a known bug.

    2) I think @salamiinferno should have posted his message here as in Reddit since some people can stand one and not the other, but he did say everyone with a T5 ship would get the T6 that was promised.

    Edit: It seems there was a fix applied. Hopefully Salami sees the issue is still around and gets people working on a fix.

    From @salamiinferno over at reddit:
    Hey Everyone,
    This is an issue we noticed last week when we were looking at some internal data. We applied a server side fix to the shard which should be granting the proper T6 ship to people when they win it from a lock box, and anyone that won the ship before we applied the fix had the ship manually added to their inventories.
    Our QA team is retesting the server side fix we made to ensure it's still running, and we'll be verifying that we didnt miss any of our previous ship winners with the T6 grant.
    Everyone that wins the grand prize ship will get their T6 version as promised, and anyone that didnt get it will have it granted.
    I apologize for any inconvenience this may cause.
  • crypticspartan#0627 crypticspartan Member Posts: 847 Cryptic Developer
    lucho80 wrote: »
    echocrack wrote: »

    I do know that's the issue is known. Thing is, on every other forum people tell me that the bug has already been resolved, or "I just opened one and I got a T6"

    None of that helps, and if Cryptic thinks they've already fixed the bug I'm afraid I will not get a replacement.

    900 lobi is not easily obtainable. It cost me a good chunk of change.

    1) Yes, it's a known bug.

    2) I think @salamiinferno should have posted his message here as in Reddit since some people can stand one and not the other, but he did say everyone with a T5 ship would get the T6 that was promised.

    Edit: It seems there was a fix applied. Hopefully Salami sees the issue is still around and gets people working on a fix.

    From @salamiinferno over at reddit:
    Hey Everyone,
    This is an issue we noticed last week when we were looking at some internal data. We applied a server side fix to the shard which should be granting the proper T6 ship to people when they win it from a lock box, and anyone that won the ship before we applied the fix had the ship manually added to their inventories.
    Our QA team is retesting the server side fix we made to ensure it's still running, and we'll be verifying that we didnt miss any of our previous ship winners with the T6 grant.
    Everyone that wins the grand prize ship will get their T6 version as promised, and anyone that didnt get it will have it granted.
    I apologize for any inconvenience this may cause.

    He also commented in This forum thread; because it was the active one on this issue at the time.
  • duncanidaho11duncanidaho11 Member Posts: 7,612 Arc User
    edited September 2016
    echocrack wrote: »
    valoreah wrote: »
    the real scam was that you opened so many boxes and got all those lobi crystals :D

    Why? If you opened boxes to collect lobi, you got exactly what you paid for. There is no scam there.

    I think he was just trying to say that I pretty much scammed myself opening the lockboxes. No, I'm well aware of the odds of actually pulling a ship. I was opening boxes for pretty much just Lobi and those Universal Upgrade kits that are in the boxes, so yeah I knew exactly what I was doing opening the boxes.

    By now, everyone reading this knows what the issue is, so I wont repeat it.

    The problem is that the end-goal didn't come as specified. If cryptic had done that intentionally then there's a lot of consumer grievance you can heap onto this. But false-advertising isn't any situation that technically doesn't meet expectations. It's very deliberately lying about the service/product provided.

    Ex. Cryptic says the Lobi ship is T6, it turns out to be T5U, and then admit "yeah, that's what you get. Tough luck."

    Here, we have something at the scale of a manufacturer defect. They intended to offer T6 but tubes got rerouted so you ended up with the old T5U version instead. Slip of the code, hopefully this will be resolved soon.
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  • reyan01reyan01 Member Posts: 15,352 Arc User
    edited October 2016
    In all fairness, we're very possibly addressing new players here. And you have to admit, it's not a stunning introduction to Lock boxes/Lobi for console players.
    Post edited by jodarkrider on
  • kjfettkjfett Member Posts: 370 Arc User
    echocrack wrote: »
    kjfett wrote: »
    I get the frustration, but seriously...not a scam and not false advertising. They are working to fix the problem.

    I understand, by definition, it's not a scam. It was advertised as a T6, it came out a T5, so that is false advertising.

    I also understand it's a bug and they're "working on a fix" but like I said before, I've dealt with ARC's customer service before. I've had several issues with Neverwinter. Well documented bugs that I have a ticket out from for over a year ago. You know what they told me a year ago?

    "As of the moment we do not have an estimate date of when an official fix will be released. We ask for your patience until this issue has been resolved, our development team are aware of this and doing their best for a resolution on this case. If you have other questions or concerns please don't hesitate to contact us again."

    That's the EXACT same text that I'm getting from this ticket, word for word.

    So yeah, they're aware. They're "working on a fix". For some reason that doesn't seem to provide much reassurance.

    I'm afraid you are incorrect. False advertising would be for them to say its T6, but then give T5 intentionally. In this case, they advertised T6 and intended to give T6 and because of an error, T5s were given and they quickly notified everyone that this was a bug and that they would be correcting the issue by replacing the T5s with T6s in an upcoming patch.

    It was a mistake. I'd be willing to bet that you have made mistakes in your own place of employment as well. I suggest being as forgiving to them as you wanted your own manager to be with you.
    kjfett_14091.jpg
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