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MMORPG | Genre:Sci-Fi | Status:Final  (rel 02/02/10)  | Pub:Perfect World Entertainment
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Star Trek Online Forum » General Discussion » Nonexistent Customer Service

2 posts found
  Sal1

Apprentice Member

Joined: 8/08/11
Posts: 173

 
OP  1/29/14 5:33:53 PM#1

I have been playing this game recently. During the Christmas event I earned a certain jacket that I should have received in my inventory. I didn't get it so I opened a ticket to customer service with Perfect World International. After the event is finished and I can't get the jacket anymore this is what I get from there customer service department.  

 

" Based on the information you've provided your issue may be the result of a currently unknown game play bug. While we understand you would like us to be able to resolve your issue quickly, some issues require further development from departments outside our control and cannot be resolved."

All tbey had to do was look at my account and see that the jacket I asked for and earned was not recieved in my inventory. This is the type of service you can expect in a game these days? I guess I shouldn't be surprised in a free to play game from Perfect World International.

  green13

Advanced Member

Joined: 8/02/06
Posts: 1340

7/21/14 5:20:24 PM#2

Yes their customer service is notoriously dreadful. I know it's an old post but do try BBB if you're still bugged.

My main character became bugged quite badly. I had one in six of my duty officers become bugged in a manner that made them unusable and also undeletable. I lodged bug reports. Waited months. I lodged a CS ticket. They had me jump through hoops to prove it was a bug then said there was nothing they could do AND never to contact them again about this issue or others like it.

Seven months go by. Still bugged. So I lodged a complaint with the Better Business Bureau.

PWE's initial response acknowledged that I had submitted bug reports but said that I should have lodged a CS ticket - as if I hadn't. It also said they had referred the matter to their QA team. More months go by. In the forum thread about this problem (experienced by many players) a member of the QA team says they have no knowledge of my case or complaint with BBB, i.e. PWE lied in their response. Twice.

The community manager comes along and is quite unabashedly rude towards me. Inoffensive posts get deleted by moderators. I began screenshotting them after that started.

Finally, only after BBB gave up and advised me to lodge a complaint with the US Federal Trade Commission did PWE fix this bug - which was most likely a simple database error that could have been fixed in minutes. Apparently they didn't bother fixing it for everyone though because people are still complaining about it in their forums. If you know anything about databases you'd know that a script to fix it for everyone would have been just as easy as fixing it for one player.

I'm the kind of customer you'd think they'd bend over backwards trying to keep, having spent more than $300 on the game. But look at how I was treated. I had a kick arse fan site almost ready to open and was ready to settle into STO until I realised that my characters could become bugged and never be fixed - completely defeating the point of playing.

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started