I’m the first one to bitch and moan at bad customer service, so it’s only fair to also draw attention to good customer service.
Last night playing CO I noted I had 3000+ points to spend in the cash shop. Woot!
Today I was over in STO land, and they were offering a deal on Atari Tokens. I wanted to buy some ST:TOS gizmos so I figured I’d spent some money. I ordered 2000 Atari Tokens.
I jumped into STO and it said I had 3300 tokens. Hmm. I checked paypal to be sure the transaction went through. It had. So I hit customer support. I was going to Open a Ticket when a “Live Chat” box popped up. I decided to try it, and a few seconds later I was IM’ing with Mike G.
One we got through the basics of me proving it was my account we were talking about, we started debugging the problem. He said he could see 2000 tokens being deposited in my account. I asked him why I was seeing the same 3000+ I’d seen last night. We went down the list of obvious things. Blowing away cache, trying a different browser, checking in game. Finally I asked him if they could credit me with 1 token just to see if my balance changed, and he left for a bit to see if that was a possibility.
When he came back I asked if he could see a running balance. He couldn’t, but he could see I’d gotten comped 400 CO points on the 28th and 2000 Atari Tokens today. The way he phrased that gave me pause. I logged into Champions Online and it said I had 5000+ points. Eureka!
It turns out that the free points I get from being a Lifetime Subscriber to CO aren’t usable in Star Trek Online. They’re CO points, not Atari Tokens. I apologized to Mike G for wasting his time; I’d never mentioned my previous balance was all freebie points from another game. He remained patient and helpful through the entire process and was very gracious in the face of my being a bit of a bonehead.
So once again, PBCAK (problem between chair and keyboard) but kudos to Mike G for working the problem (I talked to him for about 40 minutes before I realized my error) and never giving up!