My problem with STS Customer Service

**minamoo** · 07-03-2012, 08:19 AM

So yesterday I tried to complete my GOALS. They were BUY BLAH BLAH BLAH....a TOTAL OF 40 PLAT. So not only did I NOT complete my goals, I got ZERO . NO WEAPONS,GEMS,WHITES,GREENS or PINKS. I got ZILCH....ZERO...NOUGHT....NO-THANG @ all . I sent them an IMMEDIATE distress email...I got the usual..."we'll get back @cha in a moment"....Well that moment was over 30hrs ago. STILL NOTHING THIS MORNING. I know 40plat doesn't seem like a lot to all the rich vamps we have,but to me...that's like A WHOLE LOT OF PLAT!!! To make matters worse...this is the SECOND times it's happened, and I also wrote them about THAT. Last time I didn't even get an automated reply.....

HAS THIS HAPPENED TO ANY OF YOU GUYS'es? AM I JUST BEING IMPATIENT? DO I JUST DEAL WITH MY LOSS? DO I KEEP WRITING THEM? I'VE BEEN COMPLETELY PUT OFF ,OF BUYING ANY FUTURE PLAT.

PLEASE ADVISE.

**WinterKate** · 07-03-2012, 08:23 AM

A little patience would help. Maybe, they're still checking on it. They need breaks too, just saying. I complained a number of times and everything's been solved the way I wanted it to be.

I cannot say I understand you cause I am not in your shoes, but please be positive about this.

The generated response will be sent immediately after you have e-mailed. And the "solution" e-mail took more than 30 hours before. So you really need to wait.

As for plat packs, I guess it's pure luck!

**Alolucard** · 07-03-2012, 08:23 AM

Their Usual Policy Is To Not Reimburse. The Update That Nerfed Allies on Old Quarter Had No Warning. The Goals Dont Reward Anways Right? Plat Is Nothing But Regret Everytime.

**Late** · 07-03-2012, 08:27 AM

When did u submit a request, they only work a certain amount of hours and btw their service is THE BEST

**minamoo** · 07-03-2012, 08:27 AM

So I'm tough outta luck?...I don't mind NOT getting reimbursed the PLAT...para can I @ least get SOMETHING? ANYTHANG?...Just saying

**WinterKate** · 07-03-2012, 08:28 AM

Wait for their response, though.

**minamoo** · 07-03-2012, 08:30 AM

YESTERDAY, UK time. I'm aware of their working schedule. That's why I wrote them,then. THIS IS THE SECOND TIME I'VE HAD THIS SAME ISSUE AND NO RESPONSE.

Originally Posted by Late

When did u submit a request, they only work a certain amount of hours and btw their service is THE BEST

**minamoo** · 07-03-2012, 08:33 AM

....AND JUST HOW LONG DOES ONE WAIT THOUGH ,WinterKate? ?

Originally Posted by WinterKate

Wait for their response, though.

**StompArtist** · 07-03-2012, 08:38 AM

LOL

30hours is a bit more than a day. Give 'em time.

**LADYHADASSA** · 07-03-2012, 08:40 AM

STS in my view has the best customer service of any mmo i have ever played, with e mails hitting their office on a continual basis for three games all while fixing bugs, working on new content etc. a response can not be expected in just under two days, in your case they have to look into a possible issue with the system, seach your account etc. in order to solve an issue they have to look into them.

Alson remeber the time zone diff. And that they do take time off, they also have family. If you did not get an automated response check your outbox and make sure the e mail sent, i have had this happen and if they do not get the e mail they cant know.

I understand being upset and wanting what you thought you where getting now, but as with life things like this happen,

You will NOT find a game corp. who spends more time in taking care of isses than space time, they are in game, on forum, they send 1000's ( would be my guess) of e mails a day. They watch over players look into reporting of players etc.

Take a breath and know you will get a reply.

**WinterKate** · 07-03-2012, 08:41 AM

Originally Posted by minamoo

....AND JUST HOW LONG DOES ONE WAIT THOUGH ,WinterKate? ?

As far as I can remember, I got a generated response after I e-mailed. That was Friday I think? Then I got another e-mail saying, "the problem has been solved", Tuesday. So it's more than 30 hours really. Depending still on what your complaint's all about.

**minamoo** · 07-03-2012, 08:50 AM

Do you work for them or did you type all of that to tell me to take a BREATHER? ....As if I don't know that they're HUMAN....therefore they HAVE LIFE OUTSIDE STS.! Why tell me ALL THIS? THIS IS THE SECOND TIME I HAVE HAD THIS SIMILAR ISSUE...did you fail to read that?

Originally Posted by LADYHADASSA

STS in my view has the best customer service of any mmo i have ever played, with e mails hitting their office on a continual basis for three games all while fixing bugs, working on new content etc. a response can not be expected in just under two days, in your case they have to look into a possible issue with the system, seach your account etc. in order to solve an issue they have to look into them.

Alson remeber the time zone diff. And that they do take time off, they also have family. If you did not get an automated response check your outbox and make sure the e mail sent, i have had this happen and if they do not get the e mail they cant know.

I understand being upset and wanting what you thought you where getting now, but as with life things like this happen,

You will NOT find a game corp. who spends more time in taking care of isses than space time, they are in game, on forum, they send 1000's ( would be my guess) of e mails a day. They watch over players look into reporting of players etc.

Take a breath and know you will get a reply.

**minamoo** · 07-03-2012, 08:52 AM

GOTCHA!! and damn...over 5 days for an issue to be resolved.*palm slap*

Originally Posted by WinterKate

As far as I can remember, I got a generated response after I e-mailed. That was Friday I think? Then I got another e-mail saying, "the problem has been solved", Tuesday. So it's more than 30 hours really. Depending still on what your complaint's all about.

**Floating** · 07-03-2012, 08:55 AM

Originally Posted by minamoo

Do you work for them or did you type all of that to tell me to take a BREATHER? ....As if I don't know that they're HUMAN....therefore they HAVE LIFE OUTSIDE STS.! Why tell me ALL THIS? THIS IS THE SECOND TIME I HAVE HAD THIS SIMILAR ISSUE...did you fail to read that?

Lowest time I have been waiting was 3-4 days. Waiting is not a problem... You just have to learn to wait. 40 plat wasted is not enough for a big refund. I beleive 300+ is. You will get an email soon. Please also check in the email you sent them if their email is correct, and if u used contact us service if your email is correctly written. Also do not use bad words an not this funny usage of words. Like : we all have rich vampires. Be serious, with a title that stands for the matter you have so that they can adress you like a serious customer.

My opinion!

**TANKKAAR** · 07-03-2012, 08:55 AM

You know what the definition of insanity is?

Its doing the same thing over and over and over and expecting different results.....

So instead of blaming big STS, you should ask what am I doing wrong.. there are several things you can do such as.

-Are you paying on a mobile device? Its clearly stated when buying plat if I can take longer when using a mobile device.
-Are you making your purchase over wifi or 3g /4g? I think it goes without saying you'll have better results over wifi.
-Are you billing your wireless carrier or using a credit card/giftcard? i find when I bill my wireless carrier verses using a credit card I get my platnum a lot faster.
-Are you buying platnum directly in game with a credit card or using the platinum purchasing website? I personally have had issues when purchasing in game through the itunes/app market versus the website. (will paste link)

If you are doing all these things maybe try changing it up? If your not, then i would start

But you should be patient either way, mondays are there busiest day all backed up from the weekend.

**minamoo** · 07-03-2012, 09:04 AM

OH wow...HOW ORIGINAL!!

I know ALL of this. My issue here is the COSTUMER SERVICE.!! As clearly delineated in the topic thread. I've just now learned that it takes 5 days for an issue to be resolved.

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Originally Posted by TANKKAAR

You know what the definition of insanity is?

Its doing the same thing over and over and over and expecting different results.....

So instead of blaming big STS, you should ask what am I doing wrong.. there are several things you can do such as.

-Are you paying on a mobile device? Its clearly stated when buying plat if I can take longer when using a mobile device.
-Are you making your purchase over wifi or 3g /4g? I think it goes without saying you'll have better results over wifi.
-Are you billing your wireless carrier or using a credit card/giftcard? i find when I bill my wireless carrier verses using a credit card I get my platnum a lot faster.
-Are you buying platnum directly in game with a credit card or using the platinum purchasing website? I personally have had issues when purchasing in game through the itunes/app market versus the website. (will paste link)

If you are doing all these things maybe try changing it up? If your not, then i would start

But you should be patient either way, mondays are there busiest day all backed up from the weekend.

**minamoo** · 07-03-2012, 09:07 AM

I did all of this floating...I just had no idea that it took a week to rectify issues. They NEVER solved my initial issue....they NEVER responded....NEVER!! Either way ...lesson learned.

Originally Posted by Floating

Lowest time I have been waiting was 3-4 days. Waiting is not a problem... You just have to learn to wait. 40 plat wasted is not enough for a big refund. I beleive 300+ is. You will get an email soon. Please also check in the email you sent them if their email is correct, and if u used contact us service if your email is correctly written. Also do not use bad words an not this funny usage of words. Like : we all have rich vampires. Be serious, with a title that stands for the matter you have so that they can adress you like a serious customer.

My opinion!

**morfic** · 07-03-2012, 09:12 AM

Hm. I kinda like this guy. He reminds me of a tomato heckler.

But to stay on topic. Yes, it can take a while sometimes for them to back at ya, but they do actually go above and beyond to offer great customer service. You might have to wait longer than you would like, but you will usually receive a way better outcome from your request than any other company would offer. Dracknor has made me very happy in situations where other companies would have told me to eff off.

**CrimsonTider** · 07-03-2012, 09:19 AM

If your email to STS resemebles your posts, you might be waiting longer than normal. As others have said, patience is a virtue, but kindness goes a long way.

**Swords** · 07-03-2012, 09:30 AM

Originally Posted by minamoo

So yesterday I tried to complete my GOALS. They were BUY BLAH BLAH BLAH....a TOTAL OF 40 PLAT. So not only did I NOT complete my goals, I got ZERO . NO WEAPONS,GEMS,WHITES,GREENS or PINKS. I got ZILCH....ZERO...NOUGHT....NO-THANG @ all . I sent them an IMMEDIATE distress email...I got the usual..."we'll get back @cha in a moment"....Well that moment was over 30hrs ago. STILL NOTHING THIS MORNING. I know 40plat doesn't seem like a lot to all the rich vamps we have,but to me...that's like A WHOLE LOT OF PLAT!!! To make matters worse...this is the SECOND times it's happened, and I also wrote them about THAT. Last time I didn't even get an automated reply.....

HAS THIS HAPPENED TO ANY OF YOU GUYS'es? AM I JUST BEING IMPATIENT? DO I JUST DEAL WITH MY LOSS? DO I KEEP WRITING THEM? I'VE BEEN COMPLETELY PUT OFF ,OF BUYING ANY FUTURE PLAT.

PLEASE ADVISE.

-_-, We As a STS Community Respect The company for all they do, They try to make the game as fun as possible coming up with new ideas,patches and updates.