104243-customer-support-issues

== Content ==
			
Dear Carbine,
 
I have read other posts with similar reports.  As I cannot speak with any knowledge regarding them, I have chosen to post my own accounting of 2 interactions with customer support in hopes that it may clearly highlight what I consider to be a lapse, if not complete failure to provide minimally acceptable customer service.
 
Last weekend my character had an odd occurrence on Farside where a breath meter appeared, and then went to 0.  I began losing health at a rapid rate.  This stopped, but afterward my characters health would not regenerate even though I was not in combat.  I tried the following to address it before submitting a support ticket: Logged out and back in from the character screen, logged out of the game completely and restarted, visited my house, and traveled to another zone (Wilderun).  Since none of this fixed the issue I submitted a support ticket for assistance.  Oddly, when my friend and I were back on Farside, I mined a hydrogem node, and that fixed issue.
 
During the same weekend, my friend, whom I run with, attempted to craft some refined power cores on his technologist consistent with his crafting level (diamond I believe).  He received crafting notifications that the cores had been made and his mats were used up.  However, he never received the power cores in his inventory.  In hopes of seeking the possible return of these lost mats, or the requisite power cores, he submitted a ticket.
 
There's the background.
 
The problem I have is with the responses received.
 
I have never received any response or even acknowledgement that I submitted a ticket for assistance, now almost a week past.
 
My friend's response was a form letter response regarding known issue bugs directing him to a forum.  Upon searching this forum we were unable to identify any post from carbine about this particular crafting problem as a known issue.  I grant the possibility that it is there and we were just not able to find it, which one could argue is a problem in and of itself.
 
Your failure to respond altogether to my ticket, in any fashion, and your form response to other support tickets is incredibly unprofessional approach to customer service.  some customers, such as myself and my friend are left with a very poor impression of your company, that you could care less about responding to issues players are trying to access assistance with, and really only care about us giving you our money.
 
Your name is on this product, and some people do care about the quality of customer service they are provided.  I do not expect you to be able to resolve every and any issue I may have right on the spot, but I do expect you to make some effort to communicate, and communicate accurately regarding the specific issue a customer has submitted a help request for.
 
Let everyone who wishes to flame away.  That's fine.  I have said what I needed and hope someone at Carbine who recognizes the value that customer service has for the generation and maintenance of a companies reputation as well as consumer loyalty, will happen upon it.	
----
			
Valid points.  I normally flame the shit out of the customer support cry posts, but your's are well prepared, good issues and of actual significance unlike those crying for refunds for their own stupidity (consistently) or upset they are not getting their way.
 
Good job, keep popping in bug tickets on the weird shit, and we will inevitability ride this out together.	
----
			
You can try go to the support page and log in
 
Then check on your submitted tickets, there will be a list.
 
If there is no response - even the automated ones - you can reply to it to reactivate it.
 
If it is not even listed then something is really odd, and it could explain why you never gotten a response.	
----
			
{| class="blockquote"
Valid points.  I normally flame the shit out of the customer support cry posts, but your's are well prepared, good issues and of actual significance unlike those crying for refunds for their own stupidity (consistently) or upset they are not getting their way.
 
Good job, keep popping in bug tickets on the weird shit, and we will inevitability ride this out together.
----