145656-player-support-has-really-dropped-after-f2p-transition

== Content ==
			
Before everything else, I just want to mention that I am pretty *cupcake* about quest completion (yeah I'm that type of player)
 
So a couple of months ago, I filed a ticket about a bugged quest that I was unable to complete. The mentioned quest is the ever so infamous "Sign of Air" quest. Carbine immediately solved this by granting the quest completion to my character.
 
Fast forward to today. I encountered another issue with Episode Completion. Basically there's a quest called "Protostar S.O.S." in Algoroc that is supposed to be completed to complete a Episode called "Sunken Prospects". I googled extensively online and found that the quest was once required to complete the Episode however that has been changed since a year ago (around the Strain Ultradrop)
 
Algoroc - Episode Completion: Sunken Prospects will no longer require the optional breadcrumb quest, Protostar SOS.Courtesy of reddit:
https://www.reddit.com/r/WildStar/comments/29jmt9/patch_notes/
http://www.wildstar-online.com/en/patch-notes/1/
 
Now, I submitted the ticket and asked for some help because I want to achieve my goals in Wildstar. That's what keeps me entertained and motivates me to play. However all I got was a generic response like this.
Thank you for taking the time to report this possible bug and helping make Wildstar better. Rest assured, our Development team will be working full time to determine a solution for this issue at the soonest possible time.
Unfortunately, we will be unable to notify you through email on what becomes of the bug, but any news or workarounds that we need to let the community know about, will be mentioned on all forms of communication including our Knowledge Base (http://support.wildstar-online.com/home) and the WildStar forums (https://forums.wildstar-online.com/forums/).
Also, we have a handy method of putting in a bug report that gives our QA more information. Should you encounter a possible bug in-game in the future, simply type /bug in the chat window. This will bring up the bug form which goes directly to QA.
They are basically telling me to wait on a bug that should have already been fixed but probably will never be fixed for my OLD character and they would probably not even look into it anymore since they have already fixed it for NEW characters. New characters don't experience this issue (I tried rerolling some characters). I have sent additional replies to the support team with no avail.
 
So I am hoping someone from Carbine actually sees this. It's really infuriating that the support team does not even bother to fully understand or even read on the issue.
			
				
	Edited October 29, 2015 by kotsumu	
----
			
I'm missing the part where support actually got back to you.
The thing you've pasted is just the canned "you have submitted a ticket for a bug of some kind" autoresponse most CS systems seem to send.
Adjust the links, add in the suggestion to delete your WDB and WTF folders and it'd pretty much look like what you get when filing a ticket in that other MMO.	
----
			I feel your pain. I have 99% World Completion (this is the entire in-game world) on my main. I just need one challenge in Auroria. The only challenge I could do there is impossible for me to complete because it will not activate. I filed a ticket before F2P was even announced and went through all the workarounds they suggested: nothing worked. Since F2P happened, I tried again and still with the same results. I'd make another Support Ticket, but I have a feeling they'll just tell me that they have no solution to the issue and that I should check the forums for an update.	
----
			
I got that very same response for my tickets recently... And no, not just the automated one you get after submitting a ticket, they actually used that as a response to my tickets and assumed the case was "solved".
 
Issues I've sent tickets about lately:
-Didn't get OmniBit reset on the 2nd week of F2P at all, making me permanently miss 120 OmniBits.
-Didn't get log-in rewards on three days despite logging in every single day. I'm still permanently lagging behind on the rewards due to this.
-Didn't get my Arena Season 1.5 rewards despite being eligible for both the top 5% and participation rewards. My team is even listed in the end of season leaderboard winners.
 
It's been a month and nothing is solved and they keep giving me meaningless copy-paste responses, as if hoping I just give up and forget about it.	
----
			
Dude it took me over 11 days to get actual help. It wasn't even CS a forum mod on the forums to see my post and actually do something about it. 
 
CS after f2p is total crap now. Great job NCsoft.....way to screw carbine over. They have some of the best CS in a mmo and you killed it.	
----
			
Customer support in ftp, is like IT, in a corporation. After the coffee service , it's always the first thing to go when hard times hit.
 
Get used to it.	
----
			
Not in my experience TBH- Anytime i put in a ticket while Unable to log in (happens frequently if you happen to log/DC in thayd during maintenance) i usually get a response in 30 minutes or less saying theyve moved my character/ how to avoid the issue in the future.
 
One thing to Note though- Response time/Ticket handling DIFFERS! depending on your topic/ as well as the order, time of day, current server status AND number of current tickets open (likely a good number of other factors as well but those are some im aware of) so it could very well have NOTHING to do with what you might think /shrug.
 
aside from that, just to throw it out there. compared to EVERY other mmo ive played (AND ive played a rather LARGE number of mmos) wildstar support is the FASTEST support/ ticket response times  ive seen. Even when i was in closed beta/ Pay to play stress test they were ALWAYS on the ball and responded to almost ALL of my tickets so much sooner than i expected they more often than not were waiting on MY response instead of the other way around	
----
			
{| class="blockquote"
They have some of the best CS in a mmo and you killed it.
----
			
{| class="blockquote"
Not in my experience TBH
----
			
{| class="blockquote"
I got that very same response for my tickets recently... And no, not just the automated one you get after submitting a ticket, they actually used that as a response to my tickets and assumed the case was "solved".
It's been a month and nothing is solved and they keep giving me meaningless copy-paste responses, as if hoping I just give up and forget about it.
----
			
{| class="blockquote"
I got that very same response for my tickets recently... And no, not just the automated one you get after submitting a ticket, they actually used that as a response to my tickets and assumed the case was "solved".
 
Issues I've sent tickets about lately:
-Didn't get OmniBit reset on the 2nd week of F2P at all, making me permanently miss 120 OmniBits.
-Didn't get log-in rewards on three days despite logging in every single day. I'm still permanently lagging behind on the rewards due to this.
-Didn't get my Arena Season 1.5 rewards despite being eligible for both the top 5% and participation rewards. My team is even listed in the end of season leaderboard winners.
 
It's been a month and nothing is solved and they keep giving me meaningless copy-paste responses, as if hoping I just give up and forget about it.
----
			
{| class="blockquote"
 
Yeah, same for me. I've sent a few tickets myself (stuck in Thayd, found a malfunctioning item, found a bugged challenge) and Support has always replied within two hours or less and has been very helpful.
 
Obviously I'm not saying that means anybody here is lying- it probably depends heavily on which representative actually handles your ticket-- but I'm just saying that, in my experience, Support has been above standard.
----
			I'd rather they fix the memory leak, or whatever it is, that makes me have to relog every hour because the game starts freezing for a half a second every 2 seconds, and only restarting the game fixes it.  They have much bigger issues they need to fix, then a single quest/challenge.	
----
			
{| class="blockquote"
I feel your pain
----
			
{| class="blockquote"
Thats a bummer, and Obviously understandable that youre frustrated with it. but ONE bit of advice that MIGHT help is to MAKE CERTAIN you are submitting the CORRECT "type" of ticket. because each one has a different set of Information/issue, or ticket q&a boxes that correspond to each. The Amount of time it takes for your ticket to be handled as well as WHERE its directed to to be handled AND who actually opens it to manage all depends on which "type" of issue/ Ticket you chose to fill out and whether you did so correctly or not. (sometimes its pretty confusing and Vague as to what category youre supposed to place a given issue 'Topic' but if you don't get a response i HIGHLY recommend filling out a new one and trying a different selection in the drop down menu and see if its Info Boxes don't Fit your particular issue Better than the last. (can't hurt, considering what youve said) because if Youve waited MONTHS, i have a hard time believing your ticket wasn't just misplaced or misdirected or routed based on such filters- THAT sort of time window is unheard of.. (to me anyway and ive opened A CRAP TON of tickets- many of which were NOT simple issues and NONE took even a fraction of the time yours did)
----
			
I've had two moderate-level issues in the past two weeks (not game-breaking, but not just a fudged quest either). Both received human responses within a couple of days and were resolved by humans within about 5 days (though because of my negligence the second ticket got stretched out a bit longer).
 
The CS could be bad overall, but none of your stories mean much and I don't think you should be asserting big picture claims. Keep in mind that for the most part only the pissed off people who get the short end of the stick will complain about it in this thread. You have no idea how many people there are who've received adequate or good CS response.	
----
			
I had a couple of problems yesterday and put in my first two tickets. Got back the first two form letters of my new collection. 
 
In their defense, the population did grow with F2P and if customer support didn't also grow, I'm sure they're spread pretty thin. 	
----
			
{| class="blockquote"
Thats a bummer, and Obviously understandable that youre frustrated with it. but ONE bit of advice that MIGHT help is to MAKE CERTAIN you are submitting the CORRECT "type" of ticket. because each one has a different set of Information/issue, or ticket q&a boxes that correspond to each. The Amount of time it takes for your ticket to be handled as well as WHERE its directed to to be handled AND who actually opens it to manage all depends on which "type" of issue/ Ticket you chose to fill out and whether you did so correctly or not. (sometimes its pretty confusing and Vague as to what category youre supposed to place a given issue 'Topic' but if you don't get a response i HIGHLY recommend filling out a new one and trying a different selection in the drop down menu and see if its Info Boxes don't Fit your particular issue Better than the last. (can't hurt, considering what youve said) because if Youve waited MONTHS, i have a hard time believing your ticket wasn't just misplaced or misdirected or routed based on such filters- THAT sort of time window is unheard of.. (to me anyway and ive opened A CRAP TON of tickets- many of which were NOT simple issues and NONE took even a fraction of the time yours did)
----
			
{| class="blockquote"
 
Yeah, same for me. I've sent a few tickets myself (stuck in Thayd, found a malfunctioning item, found a bugged challenge) and Support has always replied within two hours or less and has been very helpful.
 
Obviously I'm not saying that means anybody here is lying- it probably depends heavily on which representative actually handles your ticket-- but I'm just saying that, in my experience, Support has been above standard.
----
			
Hello Devs
 
I am having the same issue with Sunken Prospects - I have put in multiple tickets with no response. can you please look into this?	
----
			
{| class="blockquote"
It really more depends on the issue you're looking to get fixed. A missing item is pretty easy to address. Being stuck in Thayd is something they have solutions for.  Other problems, like being several days behind for Daily Logins, they don't have any solutions for and also tend to have no good responses for either.
----
			
I don't think it depends on the issue though. As I mentioned in first post, customer support were awesome back then. I had a bug quest and they actually escalated it to a GM. They just granted me the bugged quest.
 
Them not willing to provide the same service today makes it look seem like that even if they have the tools to fix things, they are unwilling to address the issues.
 
I love this game and threw a lot of money at it. Even if they don't address my issue, I won't give up the game. It's just very disappointing to see that they are not willing to show the same kind of commitment to the players whom, over the years, have gave the loyalty that this game deserves.
 
Till this day, I am stuck at 92% in Algoroc because of 1 single bugged quest (which the supposedly fixed for everyone, but not for me).
			
				
	Edited December 4, 2015 by kotsumu	
----
			
{| class="blockquote"
I'm missing the part where support actually got back to you.
The thing you've pasted is just the canned "you have submitted a ticket for a bug of some kind" autoresponse most CS systems seem to send.
Adjust the links, add in the suggestion to delete your WDB and WTF folders and it'd pretty much look like what you get when filing a ticket in that other MMO.
----
			I'll take a look into it if I've got a free moment or two today.	
----
			
OK, I was able to jury rig a test character into the bad Episode Completion state, and know how to fix it. The appropriate stake holders have been notified on the issue, this forum post, and how to fix it. The fix will be coming Soon™ in an upcoming patch.
 
Thanks for the patience. This one has been around for a while.  :)	
----
			
{| class="blockquote"
OK, I was able to jury rig a test character into the bad Episode Completion state, and know how to fix it. The appropriate stake holders have been notified on the issue, this forum post, and how to fix it. The fix will be coming Soon™ in an upcoming patch.
 
Thanks for the patience. This one has been around for a while.  :)
----
			
{| class="blockquote"
OK, I was able to jury rig a test character into the bad Episode Completion state, and know how to fix it. The appropriate stake holders have been notified on the issue, this forum post, and how to fix it. The fix will be coming Soon™ in an upcoming patch.
 
Thanks for the patience. This one has been around for a while.  :)
----
			
{| class="blockquote"
Thank you very much CRB_Hotspur! I can't believe after trying for so long to reach somebody that can help, I finally did! Keep being AWESOME!
 
Now if only CS team would be half as awesome as the Dev team...
----
			
 
{| class="blockquote"
Thank you very much CRB_Hotspur! I can't believe after trying for so long to reach somebody that can help, I finally did! Keep being AWESOME!
----