Fleet Admirals account has been banned!!! *** RESOLVED ***

[Fleet Admiral E. Fortin]

Good day all,

If you were online last evening you heard my call for help from the fleet in regards to my banned account. This has been very frustrating for me to say the least. I received another email from PWE after the briefing and I wanted to post there response to my original ticket. Unfortunately PWE's customer service has a lot to be desired and insulting at best. I do want to thank those who have come to my aid via filing tickets of there own to get my account reactivated. Below you will find my conversation with PWE customer support

The oldest is from bottom to top being the newest. Has you can see this is the worst customer service I have ever had the pleasure to deal with. I'm not a happy customer... Any suggestions and or help would be appreciated. Thank you all...


We have not heard from you concerning your request for support in the 168 hours since we sent you a response. Consequently, we have changed the status of your question to SOLVED.

To access your question from our support site, click here.

Question Reference #130903-001551
Summary: *HELP* Why is my account banned?
Product Level 1: Star Trek Online
Category Level 1: Customer Support
Category Level 2: Report Violations
Category Level 3: Terms of Service Breach
Date Created: 09/03/2013 07:11 PM
Last Updated: 09/13/2013 11:18 PM
Status: Solved
Connection Type:
Date/Time of Problem:
Character:
Server:

Operating System

Internet Service Provider

Computer Manufacturer

Transaction ID
N/A

Discussion Thread
Customer By Email 09/05/2013 03:56 PM

Hello and good day,
The link you provided advises that the link no longer exists it states " You've entered an area of the ship that no longer exists or has been warped to another dimension. Better head back before you end up lost in the Delta Quadrant." Could you please let me know what specifically I did wrong so I can take corrective action on my end. Look I'm a 54 year old male, married, children, grandchildren I work hard for a very large insurance company, responsible and a LIFETIME member. I'm asking that you could provide some form of detail of what happened this is the least you can do for a paying customer. Again thanks for the update and looking forward to your response.
Joe Fortin


Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our
response.

We appreciate your patience as we worked to resolve this issue.

Thank you for allowing us to be of service to you.

To access your question from our support site, click here.

Subject
*HELP* Why is my account banned?

Discussion Thread
Response Via Email (Customer Support) 09/05/2013 05:55 AM
Hello

You can review our policy here: http://www.startrekonline.com/code_of_conduct

---------------------------
Perfect World Support
Check out the new Fury of the Feywild
module for Neverwinter. Customer By Email 09/03/2013 07:11 PM
Hello,

I tried to log into the game this evening and the launcher advised that my account had been banned I then attempted to log into the forum support area and the website advised that my account had been banned. Please I'm asking that you look into this I am a lifetime member and been with STO since beta. Let me know what I need to do on my end thank you...

Joe Fortin

My email address is : themidpoint@bellsouth.net
User name:
themidpoint

Question Reference #130903-001551

Product Level 1: Star Trek Online
Category Level 1: Customer Support
Category Level 2: Report Violations
Category Level 3: Terms of Service Breach
Date Created: 09/03/2013 07:11 PM
Last Updated: 09/05/2013 05:55 AM
Status: Solved
Connection Type:
Date/Time of Problem:
Character:
Server:

Operating System

Internet Service Provider

Computer Manufacturer

Transaction ID
N/A
Response Via Email (Customer Support) 09/05/2013 05:55 AM

Hello

You can review our policy here: http://www.startrekonline.com/code_of_conduct


--------------------------

Perfect World Support
Check out the new Fury of the Feywild module for Neverwinter.
Customer By Email 09/03/2013 07:11 PM

Hello,

I tried to log into the game this evening and the launcher advised that my account had been banned I then attempted to log into the forum support area and the website advised that my account had been banned. Please I'm asking that you look into this I am a lifetime member and been with STO since beta. Let me know what I need to do on my end thank you...

Joe Fortin

My email address is : themidpoint@bellsouth.net
User name: themidpoint

[---001:003102:46143---]

[CAPT Huckabee]

This is just sad and wrong. I bet if you offered to buy 100 lock box keys to fix it, they would help you right away.

[xivim]

The last time i had an issue with Cryptic, i did some searching online, found the phone number to their offices, and called them directly. The people at PW were no help whatsoever, and it took me days until i found the Cryptic Phone Number.

Once i did, my problem was fixed within minutes. Sadly, i do not remember the phone number, or where i found it =(

[JC Addams]

Cryptic Studios
980 University Avenue
Building D
Los Gatos, CA 95032-7620

Phone: 408-399-1969
Fax: 408-399-1970
www.crypticstudios.com

Mr. Jack Emmert - Chief Executive Officer

Mr. Craig Zinkievich - Chief Operating Officer and Executive Producer

Mr. Stephen D'angelo - Chief Technical Officer

Mr. Shannon Posniewski - Director of Game Programming

From a business point of view, it helps to start at the top so it all runs downhill; CEO's only understand dollars in the pockets of investors...
Given Cryptic operates as a subsidiary of Perfect World Co, I wouldn't really waste time trying to contact Perfect World Co.

[davisjm0311]

I got a response to the ticket I filed last night on your behalf...cookie cutter response that shows it wasn't even read tells me to advise you to contact them with a ticket in game....on a banned account?

[Mark Speed]

Sir - hopefully this isn't what happens to you, but my son's account was "banned" for some unknown reason. We went back-and-forth w/ PWE for about 3 months - almost every response from them was a cut-and-paste response which indicated they hadn't read the ticket. Eventually they closed it on their own and he still hasn't gotten his account back. Had this happened BEFORE I paid for my LTS, I would not have spent the money.
I did NOT contact Cryptic, only PWE, so there may be hope. Good luck, and may things go better for you.

[djteke]

Phone number for cryptic also +1 408-399-1969

[VADM Kor]

davisjm0311 wrote:

I got a response to the ticket I filed last night on your behalf...cookie cutter response that shows it wasn't even read tells me to advise you to contact them with a ticket in game....on a banned account?

The response I got was:

"Hello

We will be happy to help your friend. However, the player that is experiencing this issue will need to contact us In Game or through our Online Support.

They can contact us by creating a ticket in game, or following this link to our support portal which can be used to create a ticket for any of our supported titles: https://support.perfectworld.com/
Additionally, they can contact us by email at support@perfectworld.com

Thank you for playing!"

Obviously you can't contact them in game so it looks like you have to use the e-mail. I also think you may get better results trying to contact Cryptic.

[VADM Kor]

I went to the site, reopened the ticket that they closed after sending me back the aforementioned canned response, and submitted the following:

"Please contact my friend, the problem is that he is not getting anyone from support to respond to him other than the canned response. He has not been notified what the reason for the account ban is, and he is very willing to correct whatever problem there might be if he could at least be notified what the reason for the account ban is. He truly has no idea what the reason might be and neither do any of his 70+ Fleet members, many of who are Lifetime subscribers as he is and as I am. The group overall is very unhappy about this situation. We as a group need to get some customer support for this player in order to resolve the issue. He has been getting messages back from Perfect World to submit a ticket, which he can't do with a banned account, or to contact PW by e-mail or site support, which he has done, but he still has not gotten a response. This player literally has bought and paid for just about everything you can buy to unlock through the game, and I think he deserves a bit better customer support than this. Joe Fortin is the player having the problem, and he can be contacted at the following e-mail address: themidpoint@bellsouth.net."

I will keep reopening it and demanding that they contact you until you get someone to actually help you.

Sorry it was so rambling and repetitive. I stretched the window to try to see more while I was typing and ended up not being able to see all the text!

[davisjm0311]

That's the same response I got to the ticket I filed as well. Nice to see that they pay so much attention to the tickets they receive...

[Capt. Vashaar]

This is just sad. I have never, ever gotten a response from them except that they had ignored my ticket for 168 hours, and it was supposedly solved.

[VADM Kor]

Here is my latest response from PW:

Hello

They can contact us by following this link to our support portal which can be used to create a ticket for any of our supported titles: https://support.perfectworld.com/

Additionally, they can contact us by email at support@perfectworld.com

Thank you for playing!


And here is my latest response to that:

"Yes Joe has received this information, and he has repeatedly contacted PW using the e-mail address and with a site support ticket. The problem is that he keeps getting the same response over and over again: open a ticket or contact PW by e-mail. He has done this over and over again, and is not getting customer service. What we need in order to resolve this issue is for a game GM to look at the account, figure out why the ban has occurred and explain the reasoning behind it. When the account activity is looked at, we think that the GM will find that the account got banned in some automated way such as a group of griefers initiating complaints for no reason in order to get a player banned for the fun of it. We think he may have been victimized by griefers and this must be looked at right away before they get other innocent players banned. Joe's in game account is @Midpoint, and his e-mail is themidpoint@bellsouth.net. Please help!"

Two can play this cutting and pasting game...

He tasks me. He tasks me and I shall paste text at him! I'll copy and paste him 'round the moons of Nibia and 'round the Antares Maelstrom and 'round perdition's flames before I give him up!

[VADM Kor]

I think I'm starting to annoy them. The responses from them are coming faster. Perhaps I too shall join the Legion of the Banned. Still, I'm starting to have fun with this. I shall be relentless. Their latest response:

"Hello

Unfortunately we can not discuss other player's account except by the account owner. We apologize for the inconvenience. When he submits a ticket, have him make sure he's putting StarTrek Online as the product and Account Inquiries/Banned Account.

Thank you"

My counter:

"This is correct. I understand that you cannot communicate with me regarding another player's account. What I am asking PWE support to do is to contact the player in question, @Midpoint, at themidpoint@bellsouth.net. Please contact the player, he has only gotten responses from PWE Support indicating that he should do what he has already done, which is to use the PWE e-mail or support site ticket. He is doing this and keeps getting a response that he should do it again. He has not been getting help from customer support. Can you get an in-game GM for Star Trek Online to look at the account and contact the player? Please do this, the player has been locked out for weeks now and PWE has not given him any reason why. This is a major player Fleet in the game with over 70 paying players. It would be bad for this to continue. The players are starting to get disillusioned with the level of support that their Fleet Admiral is getting. Please pass this on to your supervisors. I understand you can't contact me regarding the account, but please have someone contact the player at the mail address listed above and resolve as soon as possible."

[VADM JT Kerry]

I got the same canned response. I am also going to pursue this further. I think it is rubbish that they can't find a way to address him in a fashion deserving of a lifetime member who has spent as much as he has on this game.

[Baldwin Praji]

Phone calls are the best way to deal with these things.

On a side note, I was getting canned responses....more than a month after I submitted the ticket BTW.....and no resolution.

I went to the boards and posted my displeasure with the terrible service. In less than a minute I got a response from the Devs and my very first official warning!

Post it, ticket it, call them. Do everything you can until someone responds!