The 12th Fleet: Starbase Valhalla

So I once owned the Excelsior, I still have the unique transwarp console lying around to prove it, but the C store won't let me reclaim the ship for some reason. I've tried a PWE customer service ticket, but I'm basically being told to get lost as you'll see here: (read from the bottom up to follow the conversation)

Spoiler (click to show/hide)

Response Kelias via Email 02/02/2015 01:35 PM
Hello ,

Thank you for that information.

Not only through subscription that we provide promotional ships. Some promotional ships are acquired from purchasing retail/collectors edition of the game.

There are no instances that an account will be corrupt on a linking process, if it did, it will corrupt the whole account not only the item.

Regards,
Kelias
Game Master
Perfect World Entertainment
http://support.arcgames.com/

Customer via CSS Web 02/02/2015 01:18 PM
It's not possible that I acquired the ship from a free token, as I have never had a paid subscription and so have never been eligible for gold member rewards, such as the C-Store ship tokens.
Is it possible that the purchase history was lost or corrupted when my account was transferred from Cryptic to PWE?

Response Kelias via Email 02/02/2015 01:13 PM
Hello ,

Thank you for that screen shot.

I have confirmed the console through our resources that it comes with the Advanced Heavy Cruiser ship. I have double checked our records and as previously mentioned there was no purchase history on the account. More likely you have acquired the ship through a ship promotion.

However, ship promotion is a one-time free reward. Additionally, ships acquired by using promotion/token will not unlock its C-store version to the same character or any other characters on the account.

Regards,
Kelias
Game Master
Perfect World Entertainment
http://support.arcgames.com/

Customer via CSS Web 02/02/2015 11:46 AM
Here's a screenshot of the console in my inventory, I hope that helps.


Response Kelias via Email 02/02/2015 11:03 AM
Hello ,

Thank you for getting back to us.

Yes, please do provide us with a screen shot showing the console and it's tooltip.

To take a screen shot and send it to us,

1. Press the "Print Screen (PrtScn)" key. This will capture the current screen and put it into your clipboard.
2. Open Microsoft Paint
3. Hit Ctrl+V to paste the image on the Paint window
4. Select "Save As"
5. Use the drop down menu under "Save as Type" to select JPEG and hit OK
6. Attach the .jpg file with your reply to this ticket.

A screenshot of the issue would help greatly. With this information we will be able to provide better support.

Regards,
Kelias
Game Master
Perfect World Entertainment
http://support.arcgames.com/

Customer via CSS Web 02/02/2015 07:19 AM
I clearly did purchase the ship, since I own the transwarp computer ship console that comes with it on this character.. I can upload a screenshot of the item as evidence if you require. How could I own the console if I didn't own the ship?

Response Kelias via Email 02/01/2015 05:23 PM
Hello ,

Thank you for contacting us!

Greetings fellow Captain, I'm sorry to hear what happened. I have checked our records and it appears that there are no records of purchase of Excelsior Cruiser Retrofit on the account. With that said, that may be the reason why it's not claimable at the C-Store.

Here are some resources that you have at your disposal to assist you further:

Official Star Trek Online forums: http://sto-forum.perfectworld.com

Unofficial Star Trek Online Wiki: http://sto.gamepedia.com/Main_Page

Actual in-game strategies, NPC locations, item uses, etc.. are things that we leave up to the players to figure out themselves, so that they can enjoy the experience of discovery and become more capable players in the process.

Regards,
Kelias
Game Master
Perfect World Entertainment
http://support.arcgames.com/

Customer via CSS Web 02/01/2015 08:29 AM
I used to own an Excelsior retrofit, I still even have the unique console in my bank, but I discharged it a while back and now cannot reclaim it from the C-Store.

Anyone got any ideas how I should go about resolving this? Anyone ever had a similar issue?

How long ago was it when you claimed it?
I have the lower level excelsior, never discharged it because I got it with a ship token before free to play. I will not be able to reclaim it because it was not an actual C-store purchase.

if you bought it through the old emblem system your s.o.l.

I have the same issue, before the game went free to play you were able to buy both of them without c-points/zen then when they did the switchover things went wonky, the same thing happened to the defiant, I have two ships that I can't get on any other character unless I want to pay for them. It sucks but sadly I have not found a way around it yet.

You got it off the old system. Had the same thing happen to me, with the same response 2 years ago.

Good luck winning this one.

Had the same problem for years. I would respond pointing out a lot of players have the same problem with the same bug and its clearly a bug on there end. In my case I have about 4 transwarp computers. How can they say that's from a free promotion?

If it helps I could take a screen shot of the multiply transwarp computers and C store to show I have the same bug and it cannot be from a free promotion.

To be honest it's probably not worth the effort to argue it, especially since I think you're right it must have been from before the game went free to play.. frustrating though.

I had this exact same issue, got the exact same response from CS.

Velzan Dar wrote:I had this exact same issue, got the exact same response from CS.

With the same Ship?

I am still trying to fight this and well this is the last update.

“Thank you for the update.

Please try to "Force verify" the client files by following the short guide we've outlined below:

1. Shutdown your PC and wait for a few minutes before restarting it.
2. Shutdown all non-essential (including browsers, downloaders, instant messengers, gaming related software) applications running on your PC.
3. Launch the game via Arc.
4. Click the "Options" link located at the upper-right corner of the launcher.
5. Check the option "Force verify".
6. Click the "Save" button.”

Right, like that's going to make any difference.