Extremely Disappointing Support Experience – Item Loss & Limited Restorations

[Mezimaru]

Hello,

I wanted to share an incredibly frustrating experience I had with customer support regarding item loss and the way “courtesy restorations” are handled. While I appreciate that support eventually restored my Hull Image Refractors and Defensive Drone Guardians, the entire process exposed serious flaws in how missing items and accidental transactions are addressed.

1. Missing Items Due to Game Bug – Support Dismissed It Without Investigation
My issue started when items disappeared after swapping ship loadouts. I checked every possible location—inventory, banks, reclaim menus, other ships—but they were completely gone. I reported the problem in good faith, expecting it to be investigated properly.

Instead of acknowledging that this could be a game-breaking bug, support immediately dismissed my claim and implied that I must have misplaced the items. They did not attempt to verify logs, replicate the issue, or escalate it to developers.

Only after multiple tickets and persistent follow-ups did support finally restore the items—but not because they recognized a problem. Instead, they framed it as a one-time courtesy, as if they were doing me a personal favor rather than addressing a potential system flaw.

If the game can randomly erase high-value equipment, this should be a major concern for all players, and yet, support showed no interest in actually tracking down the cause. What happens when this affects an ultra-rare item or something that can’t be reclaimed? Will we just be told “sorry, nothing we can do”?

2. “One-Time Courtesy” Rule – Penalized for Needing Help Twice
At the same time, I had another active ticket regarding the accidental use of an Ultimate Tech Upgrade, which was a bigger deal to me.

I specifically asked support if, given the apparent limitations on receiving courtesies, if I could apply it toward that issue instead of my lost items.

After days of back and forth, I had them go ahead and restore the consoles. Then, when I followed up on the Tech Upgrade issue, they almost immediately pointed out:

In other words, even though one issue was caused by a game bug, and the other was an honest mistake that could have been prevented with a confirmation prompt, I was punished for needing assistance twice.

3. Poor Communication & Lack of Customer Care
I received canned responses that failed to properly address my concerns.

My request to prioritize the more important restoration was completely ignored.

No real attempt was made to investigate the missing item issue, which could affect other players.

The entire process felt like I had to beg for support, only to be told that I had “used up” my ability to get help—despite these being two completely separate issues.

Final Thoughts & Request for Change
The way customer support handles item losses and accidental transactions is unacceptable. If a player experiences multiple legitimate issues, they shouldn’t be forced to choose which one they’re allowed to get help with.

I’m asking the community managers to respond to this thread and escalate these concerns to the appropriate teams:

✅ A real investigation into item loss from ship loadout swaps
✅ A reconsideration of the rigid one-time courtesy rule, especially when game bugs are involved
✅ A confirmation prompt before high-value items like Ultimate Tech Upgrades are used
✅ Better communication and care from customer support, instead of dismissive copy-paste responses

I hope this post raises awareness and sparks a conversation about improving support for players who experience game-related losses and accidents. If other players have gone through similar situations, please share your experience.

Thank you for your time.

Edit: Added Chat Logs for Transparency and revised for clarity
🔗 Restore Tech Upgrade Support Chat Log
https://pastebin.com/wkbCYntH

🔗 Disappearing Consoles Support Chat Log
https://pastebin.com/FEjjRmT1

[Grendel_the_Wise]

Are you looking for self validation on a social forum. We all know about the customer service of this game. If you don't like it, maybe go play another game.

[andreasaspenberg575]

the support does take time and they add further delays if you ask them a lot. it took me 2 years to restore my nireu character to proper klingon recruit. they some time misunderstand and think that 2 issues is the same.

[Eggy]

Publicado originalmente por Grendel_the_Wise:

Are you looking for self validation on a social forum. We all know about the customer service of this game. If you don't like it, maybe go play another game.

No, the OP is merely warning others of the hazards regarding STO support.

[x1Heavy]

I learned not to deal with support where possible. 10 plus years in the game and probably dealt with them twice. Usually over some sort of bug in the various missions. A step between the stars comes to mind. I dont plan on dealing with support anymore, the game is considered at end of life with repeating events that introduce nothing new other than what little they can invent.

[Jack Jester]

1. Never had any problems like this
2. I have only had good experiences with the support so far
3. to trace where equipment has remained this is a mammoth task. Do you actually have any idea how many files one would have to search through if there are no exact details?
4. In most cases, players themselves are responsible for the disappearance

[Grendel_the_Wise]

Publicado originalmente por Eggy:

Publicado originalmente por Grendel_the_Wise:

Are you looking for self validation on a social forum. We all know about the customer service of this game. If you don't like it, maybe go play another game.

No, the OP is merely warning others of the hazards regarding STO support.

We already know this after 15 years.

[NIkto Barada]

SADLY THINGS DISAPPEAR TEMPORARILY SOMETIMES:
THEY POP BACK SOMETIMES TOO- BUT WE DONT KNOW HOW/why.