test content
What is the Arc Client?
Install Arc

Quick poll for support

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Quick question for you all,
How often have you had a ticket, (not a bug report) resolved successfully to your satisfaction? and if you have, how did you manage it?

(Edited upon advice :))
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    Define resolved?

    Note: I always ended up looking for a way around the bug....i stopped relying on tickets and the time tables involved. Most times i never noticed if my problem was addressed or not...everything thrown at me seemed generic in nature....it lacked the personal touch.

    So i stopped really filing tickets.........unless its something absurd....then i might.

    Dont get me wrong, i love the game, i like what Cryptic is doing in that respect...but if anything about this game needs to be revamped in anyway...its the ticket support and reporting system and how they respond. Having worked in quality assurance before (the guy that could shut down whole projects) I cannot stress how important the human factor is.

    Still I love the game enough to keep playing and I think all in all Cryptic is doing a good job.....just a lil feedback.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    It depends on the ticket.

    Every ticket that is generated by users gets a generic, automatic reply. Someone on Cryptic's end goes through each and every ticket and compiles a report. If any ticket needs a personal reply then they will answer. Please be aware that it is determined by them if a ticket needs a personal reply, not the fact that you say "i would like a reply" in the ticket.

    The fact of the matter is that they get so many tickets daily that it is nearly impossible to give each one a personal reply. If you are notifying them of a bug in the game or on the website, odds are they won't reply and just add it to the list of things they need to investigate/fix. If you have a personal problem with your account, such as not being able to log in then odds are someone will contact you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    I had a ticket resolved a while ago. I just wish I was right on the ticket =[. Oh well. Love you cryptic.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    i dont close my tickets until im satisfied the issue has been fixed

    for example...

    over three months ago i was doing a mission on some romulan station, and one of my Boff's created a phaser turret that was sliding around on the floor all by itself. it kept bouncing between two walls.

    since then, i have never seen this happen

    also...

    a couple months ago on the same character, i got a couple deflector array mk xi from drops in borg space

    they displayed as [Deflector Array], not as the [Deflector Array MK XI] theyre supposed to display as

    i kept the items, and when i noticed they displayed properly, i closed the ticket

    however, all Klingon Bat'Lets seem to have this problem now and display only as [Klingon Bat'Leth]
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    The effort of submitting a GM ticket is not worth the reply.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    SHARKFORCE wrote: »
    The effort of submitting a GM ticket is not worth the reply.

    I wonder if this is the same general feeling with everybody. To be honest though, I can rarely think of an occasion in any MMO where a GM has helped with anything other than player abuse
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    cylac12 wrote:
    I wonder if this is the same general feeling with everybody. To be honest though, I can rarely think of an occasion in any MMO where a GM has helped with anything other than player abuse

    usually the actual GM's deal just with abuse

    reporting a bug does not go to the GM's at all, unless it's a specific problem with a mission, such as cage of fire
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2011
    Hey folks.

    Your conversations with the support staff are considered private. We will never go out into the public to discuss what the content of tickets you have submitted was; what questions you have asked; how many tickets you submit or similar.
    In turn, we ask that you do not do the same. It can only give one-sided information since we are not allowed to comment on what you state and as such need to shut down such posts.

    If you feel your issue with the Game Masters is not resolved, please reply to the ticket or re-open a new one asking for clarification. Please also always make sure you submit a GM Ticket if you need help, not a bug report (as those are not seen by the GM staff).

    Thanks!
This discussion has been closed.