Shameful customer support

[Mark Speed]

I haven't had any issues w/ STO until the past month, and both my son and I have received what I consider shameful customer support from a company we've given a good amount of money to. I'm venting, but I'm also hoping someone has experienced one or both of these issues and found a solution.

For me, on 21 June, I submitted a trouble ticket because my Romulan toon could not change costumes (i.e. could only wear Costume #1), and received an automated reply stating they were overloaded with issues since the launch of LoR and they would respond when able, which I understood. However, on 23 July, 31 days later, I finally received a "canned" response which doesn't address any of my problems. It lists 5 common problems (not being able to log-in, not finding your C-store purchased items, how to claim your starter or legacy pack, etc), but none of them have anything to do with costumes. 31 days to get a standard response, which indicates no one took the time to read my trouble ticket?

My son hadn't played in about 2 months, and when he went to log on after LoR went live he received a message that his account had been banned. Similarly, he submitted a trouble ticket and for 2 1/2 weeks has not received a response, and cannot play. I'd prefer to not create a new account for him since I've already invested money in his existing account.

[xlxMAVERICxlx]

My advice would be to raise as much hell as you can. They can't just give you a canned response and not address the banned account problem. My friend's PSN account was also banned last night and I told him the same thing. You didn't hack the game so you should be able to get that issue resolved quick. Call them on the phone if you can too. That's a BIG issue!

[CAPT Huckabee]

I've only had to submit something twice. Then again it was a year ago. One was a request to change my @handle. I got a response back the next telling me that I needed to pick something else because the one I requested was already taken. Then the next day they had it changed to @DefiantNC for me.

My other one was requesting info on why I had to pay for 4 ship modules for my Fleet Defiant even though I already the retrofit and should only have to pay for 1. I'd forgot I'd used my VA token (back during sub days) for the ship and didn't pay for it. They sent me a replied response within 2 days for that one telling me my account showed no purchase of the ship and reminded me how I might of got it.

So in my experience they were helpful, but this was before the player size really grew and it was just mostly us dedicated players that stuck through the dark ages.

[Morgan Shackelford]

One of our guildies had a similar experience over in Neverwinter. His account got hacked and he sent in a ticket; after about 10 days he got a response that basically said 'We are very busy blah blah blah. We didn't have time to even read your ticket. Please resubmit it.'

[T-Jericho]

MOST of my experience with MMO support has been bad. This irritates me to no end but I'm not sure there's much we can do. When we love a game, we want to stick with it, even if the support stinks

Unlike most businesses, there aren't multiple options. Sure, I can go play a different MMO but I can't go play a different Star Trek MMO. Sorry you're being treated so poorly, Mark.

[Jason32]

At least they typed in English....imagine if it was in Chinese...

[Mark Speed]

At least I'm in good company with being neglected... My post on the STO Forum got cut-and-pasted today to page 53 of a previous forum post bemoaning their poor customer support so I won't get any answers that way.

It's unfortunate since the developers seem to have the same passion for the game that the players do, and at the end of the day I'm not going to quit STO anytime soon, either.

[xlxMAVERICxlx]

Jason32 wrote:

At least they typed in English....imagine if it was in Chinese...

I was on the phone with Realtek once! (They make many good sound cards!) And, even after calling what was listed as their English number, they still only had Chinese language only manning the phones.