VIP6 (Monthly card and the odd 10 for £9.99 pack) no response at all here,
I Air-locked the 6th Picard, So wouldn't be able do a screenshot (If that's the reply I get whenever that is) I am till expecting my 50,000 honour back regardless.
I didn't renew my monthly card last month either, Mostly due to the ridiculous rewards structure (Top 1000 rather a % of players) The terrible art quality on the new cards, Plus the joy of having 4/4 shuttles failing at 85-95%,
I will certainly not be renewing it in the future, F2P from now on,
Simply put they got rid of a ton of staff, and are now swamped and clearly can't cope. I honestly don't expect things to get any better, very happy If DB want to prove me wrong.
The problem with the citation is you still have a few players that deserve Troi and a citation won’t help them with that problem. Troi was the super obvious compensation choice.
PS: No need to tell, but if it's below 10, might be the reason.
So? Barry spent money just like other people. Customer Service should be about service.
Agreed here. Hell, even if you are VIP 0 and spent a hard earned 50,000 honor and submitted a ticket I'd expect to hear back in short order. The fact that VIP prioritizing for CS claims seems to be a thing is actually quite disturbing.
I have no problem with the support team helping the biggest spenders first they are the ones who pay the bills at the end of the day.
Free players should get the same help but at a lower priority
ROFL LMAO, everyone is the same, vip14 talking
Logically tickets will have to be processed in some order so it makes sense to put those who contribute more at the front of the queue.
In support keeping paying customers happy is more important than keeping non paying customers happy
Relatively new VIP 14 going on day two of waiting.
Unless everyone else in front of me is VIP 14 I don't think it is a perfect VIP point priority level.
The hard work put in by you and others is appreciated. The right thing being done by the DB team is also a relief. I get every one is in a pickle but hopefully we all learn and grow. This game has a smaller base then others but makes more per person if I'm led to believe outsiders figures. We do want the company to continue and not end like other mobile games before this. Omg I'm going on 2 years. Who would have thought!
Except "the right thing" kicks me in the teeth again!!!!!
I was supposed to hang onto a USELESS 1* Card for someone I have IMMORTALIZED, after DB started out saying "...and the horse you rode in on." as their initial response to their asinine "apology"?
Scott
If it is unclear, their "apology" for the "apology" still stinks. Because of the several issues with the Event Christmas weekend, including them stopping it EARLY, I did the Double Up Offer TWICE, because that was the only way to Fully Fuse him. They better enjoy that $50.
You see, I don't get this. People need to be a bit less impetuous. I shelled out for a Picard as soon as I earned my first one. I had Picard maxed out FF/FE early on in this past weekend's event. Then the gift Picard showed up. I left him right where he was, in my in game inbox and wrote to DB. I did not hurl insults at them; everyone's entitled to make mistakes. I gave them the time to rectify the problem. It took them 36 hours to respond to my message, though I'm sure that many wrote to them. They offered 50k in exchange for my extra Picard. Right now I'm just waiting on them to answer as to whether they need me to redeem the Picard or they can just tale him out of my in-game box. If the former, in the worst case, I'll need to free up a crew slot, which is not a big deal.
Cutting off your nose to spite your face is never a good idea. Leaving Picard in your inbox was the simplest, easiest solution. It didn't burn a crew slot, didn't hurt anyone just sitting there. The gift Picard message had no expiration date on it so it could sit there indefinitely. If you take rash actions, you have only yourself to blame.
48 hours without response. VIP 10 and Admiral of a now closed wallet fleet. I'm not really surprised that Im being ignored, last time a ticket was sent they waited four days or until the end of the event to rectify the problem.
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I have not received a response after I sent over a response to their response needing screenshot proof of my immortal and now 6th Picard (you are telling me they can no longer look into your account to see what in hell you have there? They could in the past!).
There are three ways to do something; the right way, the wrong way, and the Janeway.
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I still haven't gotten my first response, apart from the automated acknowledgement that I sent a ticket.
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
Well, mine isn't noticed at all yet. Probably because of bad wording on header.
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I still haven't gotten my first response, apart from the automated acknowledgement that I sent a ticket.
Yeah, that's only as far as I've gotten with mine, and that was over 48 hours ago.
Could you please continue the petty bickering? I find it most intriguing. ~ Data, ST:TNG "Haven"
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I still haven't gotten my first response, apart from the automated acknowledgement that I sent a ticket.
Exact situation with mine. It is bloody useless but about normal for their support really from my experience
I also received their response to my ticket in which CS said they would exchange my Picard for honour. The response asked me if I had already claimed my Picard from the in game message or not (I have not).
But I've not heard anything back to my response which I sent 42 hours ago.
I'm guessing they have a pretty large back-log of support tickets to get through!
I also received their response to my ticket in which CS said they would exchange my Picard for honour. The response asked me if I had already claimed my Picard from the in game message or not (I have not).
But I've not heard anything back to my response which I sent 42 hours ago.
I'm guessing they have a pretty large back-log of support tickets to get through!
They either need more support staff or to stop shooting themselves in the foot on an almost weekly basis
I also received their response to my ticket in which CS said they would exchange my Picard for honour. The response asked me if I had already claimed my Picard from the in game message or not (I have not).
But I've not heard anything back to my response which I sent 42 hours ago.
I'm guessing they have a pretty large back-log of support tickets to get through!
They either need more support staff or to stop shooting themselves in the foot on an almost weekly basis
I did not get asked for a screenshot. I believe this is because I had claimed the in game message and had Picard in an active crew slot. They were able to see the extra Picard, remove him, and add the honor.
Perhaps they have limited visibility to the in game mail and the screenshots are only if the Picard is still sitting in your in game mail.
Not sure about if they can see him if he is in overflow slot.
Third day, still no response. I submitted my ticket a couple hours after receiving (4:50pm EST).
I know people with lower VIP levels who submitted their ticket later than me and received responses within 12 hours. To me, that's ridiculous. I have never received a CS response during working hours - it's always overnight for me. Yet, this person got a response within one day.
The funny thing is, they responded to 2 of my older tickets (2 weeks old) that day. It's like they pulled up anyone who had a Mirror Picard ticket, and they started tackling those people, but in my case, they didn't get to finishing the backlog.
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I haven't heard ANYTHING, so I am getting more and more sure that I will need to let my bank, and perhaps the appropriate Law Enforcement Agencies solve this.....
Scott
"The truth is like a lion; you don't have to defend it. Let it loose; it will defend itself."
So.....did everybody else already get their exchanges?? Or is everyone also still playing the waiting game? I still haven't heard from them after the initial "we'll get back to you with a concrete answer" response 2 days ago... 🤔
I haven't heard ANYTHING, so I am getting more and more sure that I will need to let my bank, and perhaps the appropriate Law Enforcement Agencies solve this.....
Scott
If nothing else, this would more than likely end up as a civil matter, so I'm not sure the local constabulatory would be the way to go. Lawyer maybe, but I think the sheriff/da/atty general/etc is not going to really want to chat on this one.
I haven't heard ANYTHING, so I am getting more and more sure that I will need to let my bank, and perhaps the appropriate Law Enforcement Agencies solve this.....
Scott
Entitled much? Which law have they broken? Their “apology” favored some more than others, and is thus objectively unfair. And people are understandably unhappy about it. But take a deep breath. DB giving everyone a free Picard did not break any laws. You have received everything you paid for. The fact that their generosity has devalued something you previously purchased might (justifiably) anger you, but it is not illegal.
I did not get asked for a screenshot. I believe this is because I had claimed the in game message and had Picard in an active crew slot. They were able to see the extra Picard, remove him, and add the honor.
Perhaps they have limited visibility to the in game mail and the screenshots are only if the Picard is still sitting in your in game mail.
Not sure about if they can see him if he is in overflow slot.
Hmmm....it would be nice if Shan or BlackPeddle would let us know how we could facilitate the whole process. Should we leave the 6th mPicard in the mailbox? Should we free up a slot and leave 6th in crew slot? Should we sell it for the 550 honor? What if the 6th is already airlocked and the timer has already expired? How can we make things go smoother? Whatever to help ease the CS backlog, especially since several people are simply getting responses with basic instructions and then more days of waiting while the ticket stays opened and unresolved...
I did not get asked for a screenshot. I believe this is because I had claimed the in game message and had Picard in an active crew slot. They were able to see the extra Picard, remove him, and add the honor.
Perhaps they have limited visibility to the in game mail and the screenshots are only if the Picard is still sitting in your in game mail.
Not sure about if they can see him if he is in overflow slot.
Hmmm....it would be nice if Shan or BlackPeddle would let us know how we could facilitate the whole process. Should we leave the 6th mPicard in the mailbox? Should we free up a slot and leave 6th in crew slot? Should we sell it for the 550 honor? What if the 6th is already airlocked and the timer has already expired? How can we make things go smoother? Whatever to help ease the CS backlog, especially since several people are simply getting responses with basic instructions and then more days of waiting while the ticket stays opened and unresolved...
It would be nice to get a blanket answer so we can make it quicker and easier for CS to power through these. @Shan@Black Pebble Any advice?
I keep reading that as BackPeddle, which IS SO MUCH WIN.
Also, CS has been pretty inconsistent. Some reps are asking for a screenshot that the Picard is your 6th, while some aren't. To err on the side of caution, I would claim the Picard, screenshot that it is your 6th, and update the ticket accordingly.
Well, based on what Paladin27 & SilverRose and several others have said, I did finally pull the 6th Picard out of the mailbox and into an empty crew slot that I freed up. Funny thing was, another DYC offer immediately popped up.....and I thought to myself "hellllll naaaaah, not ANOTHER mPicard!!" In fact, never another DYC offer or ANY other offer until this issue has been resolved, no matter how tempting the offer!
Replying to your ticket will not push it further down the line, let's stop with that urban legend
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
Do not keep the 6th Picard in your mailbox. Either leave it in your crew or dismiss it if you need to - thank you!
Replying to your ticket will not push it further down the line, let's stop with that urban legend
However asking for an update or submitting a new ticket is not helpful.
There are delays, there is no denying this. It will take some time for each one of you to receive a reply, but it will be done.
Do not keep the 6th Picard in your mailbox. Either leave it in your crew or dismiss it if you need to - thank you!
Comments
I Air-locked the 6th Picard, So wouldn't be able do a screenshot (If that's the reply I get whenever that is) I am till expecting my 50,000 honour back regardless.
I didn't renew my monthly card last month either, Mostly due to the ridiculous rewards structure (Top 1000 rather a % of players) The terrible art quality on the new cards, Plus the joy of having 4/4 shuttles failing at 85-95%,
I will certainly not be renewing it in the future, F2P from now on,
Simply put they got rid of a ton of staff, and are now swamped and clearly can't cope. I honestly don't expect things to get any better, very happy If DB want to prove me wrong.
Slog (since we all sign a name here now)
Relatively new VIP 14 going on day two of waiting.
Unless everyone else in front of me is VIP 14 I don't think it is a perfect VIP point priority level.
You see, I don't get this. People need to be a bit less impetuous. I shelled out for a Picard as soon as I earned my first one. I had Picard maxed out FF/FE early on in this past weekend's event. Then the gift Picard showed up. I left him right where he was, in my in game inbox and wrote to DB. I did not hurl insults at them; everyone's entitled to make mistakes. I gave them the time to rectify the problem. It took them 36 hours to respond to my message, though I'm sure that many wrote to them. They offered 50k in exchange for my extra Picard. Right now I'm just waiting on them to answer as to whether they need me to redeem the Picard or they can just tale him out of my in-game box. If the former, in the worst case, I'll need to free up a crew slot, which is not a big deal.
Cutting off your nose to spite your face is never a good idea. Leaving Picard in your inbox was the simplest, easiest solution. It didn't burn a crew slot, didn't hurt anyone just sitting there. The gift Picard message had no expiration date on it so it could sit there indefinitely. If you take rash actions, you have only yourself to blame.
I will either get a VALID response by next Monday, Or I will resolve the loss of $25 through my Bank.....
This was done over state lines electronically. Might even be appropriate to get more than a bank involved......
Scott
I have not received a response after I sent over a response to their response needing screenshot proof of my immortal and now 6th Picard (you are telling me they can no longer look into your account to see what in hell you have there? They could in the past!).
DB: Do Better.
Member of Starship Trista.
Well, mine isn't noticed at all yet. Probably because of bad wording on header.
Tellingly, the entire thread seems to have been deleted, I can't find it in any of the first few pages.
I expect to get notification shortly that DB hasn't responded to my ticket in 5 days, so it's marked solved, complete, and closed.
Yeah, that's only as far as I've gotten with mine, and that was over 48 hours ago.
Could you please continue the petty bickering? I find it most intriguing.
~ Data, ST:TNG "Haven"
Exact situation with mine. It is bloody useless but about normal for their support really from my experience
But I've not heard anything back to my response which I sent 42 hours ago.
I'm guessing they have a pretty large back-log of support tickets to get through!
They either need more support staff or to stop shooting themselves in the foot on an almost weekly basis
How about "Both"?
Perhaps they have limited visibility to the in game mail and the screenshots are only if the Picard is still sitting in your in game mail.
Not sure about if they can see him if he is in overflow slot.
I know people with lower VIP levels who submitted their ticket later than me and received responses within 12 hours. To me, that's ridiculous. I have never received a CS response during working hours - it's always overnight for me. Yet, this person got a response within one day.
The funny thing is, they responded to 2 of my older tickets (2 weeks old) that day. It's like they pulled up anyone who had a Mirror Picard ticket, and they started tackling those people, but in my case, they didn't get to finishing the backlog.
I haven't heard ANYTHING, so I am getting more and more sure that I will need to let my bank, and perhaps the appropriate Law Enforcement Agencies solve this.....
Scott
If nothing else, this would more than likely end up as a civil matter, so I'm not sure the local constabulatory would be the way to go. Lawyer maybe, but I think the sheriff/da/atty general/etc is not going to really want to chat on this one.
Entitled much? Which law have they broken? Their “apology” favored some more than others, and is thus objectively unfair. And people are understandably unhappy about it. But take a deep breath. DB giving everyone a free Picard did not break any laws. You have received everything you paid for. The fact that their generosity has devalued something you previously purchased might (justifiably) anger you, but it is not illegal.
Hmmm....it would be nice if Shan or BlackPeddle would let us know how we could facilitate the whole process. Should we leave the 6th mPicard in the mailbox? Should we free up a slot and leave 6th in crew slot? Should we sell it for the 550 honor? What if the 6th is already airlocked and the timer has already expired? How can we make things go smoother? Whatever to help ease the CS backlog, especially since several people are simply getting responses with basic instructions and then more days of waiting while the ticket stays opened and unresolved...
It would be nice to get a blanket answer so we can make it quicker and easier for CS to power through these. @Shan @Black Pebble Any advice?
Also, CS has been pretty inconsistent. Some reps are asking for a screenshot that the Picard is your 6th, while some aren't. To err on the side of caution, I would claim the Picard, screenshot that it is your 6th, and update the ticket accordingly.
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!
Cross posting what I said in another thread:
Do not keep the 6th Picard in your mailbox. Either leave it in your crew or dismiss it if you need to - thank you!
Awesome! @Shan Thank you for the quick response