My first Frontier Customer Support experience

Jaggid Edje · May 18, 2019

So ... I'm dense and accidentally purchased a ship kit that I already had yesterday. I filed a ticket early yesterday evening explaining the kit I actually wanted and requested either a refund or a swap (the 2 kits cost the same). This morning, lo and behold, I have the other ship kit and a nice email from CMDR Luna of customer support letting me know, which also said they'd pass along the "issue" that the store even let me buy a kit I already owned.

All in all, a great experience and I'm flying away happy. Thank you CMDR Luna!

Also...this forum doesn't seem to have any feedback section for non-suggestion feedback from the looks of it. As awfully negative as a segment of the community is, I guess I can see why....but you know, some of us have positive things to say too.

Bigmaec · May 18, 2019

Yep, support is pretty awesome

Shadowed · May 18, 2019

This game has the best customer support. They actually respect their customers. I have never had a bad experience dealing with crazy issues.

The worst problem I had was my game would crash on multiple PC's when FS jumping to another system using my ship. Fdev manually moved my ship to another station and it fixed the problem!

hems303 · May 18, 2019

Support have NEVER let me down ...on several occasions since Mid December 2014... sometimes replying AND fixing a problem within 24 hours.

Also they never treat you like a fool.... despite a couple of 'accidents' where I've proven myself to be a complete pillock!

o7

Jaggid Edje · May 18, 2019

I'm pretty new to ED but have been a Frontier customer longer, as I have played Planet Coaster since its release (and soon will get Planet Zoo...very excited about that, I love aminals almost as much as I love space ships). It made me quite happy today to find out how great their Customer Support is.

Requiem Mortis · May 18, 2019

I like the way they respond in an rpg manner.

Bob Lighthouse · May 18, 2019

They've generally been stellar ime.
The one exception was when they updated the forum and I got a bunch of boilerplate at first.
They eventually resolved the issue fairly quickly and I'm sure they were inundated at the time.

They still deserve high marks.

Morbad · May 18, 2019

Support once refused to refund me the 24 cents I lost in an unnecessary currency conversion, but other than that they've been pretty solid.

Rat Catcher · May 18, 2019

I've dealt with Support twice, had a response & resolution very quickly both times, as the second was just post 3.3 going live and loads of hiccups all over, very impressive

Riverside · May 18, 2019

Customer support is excellent, yes. The suggestions section used to be called suggestions & feedback, I don't know where feedback would go now.

Jack Schitt · May 18, 2019

Yes, FD Support are amazing. I've only had one disappointing experience, where two different support staff misunderstood a request which to be fair was very much an edge case involving changed e-mail addresses and a legacy Backers' App purchase. But in the end they apologised for misunderstanding and I apologised for losing my rag a bit and all was grand. My more regular requests, including one stupid error on my part where I bought cosmetics for the wrong account and might easily have been told by a lesser company to go do one, were dealt with quickly and professionally.

If I had my cynicism dialled up a few notches I could maybe argue that the number of issues ED throws up almost requires a superior Support team just to handle the volume, but experience with other products that have both bad QA and bad support tells me it doesn't always work that way. FD Support are just very good at what they do, simple as.

Vingtetun · May 19, 2019

The support team have always been excellent in any interaction I have had with them!

Crank Larson · May 19, 2019

Jaggid Edje said:
So ... I'm dense and accidentally purchased a ship kit that I already had yesterday.

I didn't think that was possible? When I log in to the Frontier Store, all the kits I have already bought are shown as such. Not that I've tried to purchase them again - are you saying it lets you purchase the same thing twice?

Support are excellent for simple requests.

sgurr · May 19, 2019

They're genuinely awesome. Seem to have fun doing their job too, making me smile while helping.

Peregrine Vee · May 19, 2019

I've only had a couple instances of dealing with support, but they've been excellent every time.

Jaggid Edje · May 19, 2019

Crank Larson said:
I didn't think that was possible? When I log in to the Frontier Store, all the kits I have already bought are shown as such. Not that I've tried to purchase them again - are you saying it lets you purchase the same thing twice?

Support are excellent for simple requests.

Yes, it let me purchase it again. On my web browser it doesn't update the page to show things I have already purchased right away after I login. The update only happens once I look inside my cart rather than right after I login. So....I can add things I already own to the cart until I open the cart the first time. Once it is in the cart, it lets me buy it, even if I already own it.

For Steam customers there are also two different versions of the store. The steam version and the regular. You can use either one. Purchases made through one never show as already purchased on the other and can be freely bought on both so that you buy all kinds of duplicates.

Honestly, it's my own fault....I don't really blame the site; My gf once bought way more toilet paper than we needed and I didn't blame the store for that.
Be nice if they fixed it so it was stupid-safe though.

@rhaAw · Jun 5, 2019

This thread makes me feel even more frustrated that frontier support have ignored my support request since 28th May - its still in New status with no responses from Frontier.

Riverside · Jun 5, 2019

@rhaAw said:
This thread makes me feel even more frustrated that frontier support have ignored my support request since 28th May - its still in New status with no responses from Frontier.

Have you chased it up? They are normally very good, but mistakes happen & some tickets probably slip through the net.

CMDR Karrde Sun · Jun 5, 2019

Jaggid Edje said:
So ... I'm dense and accidentally purchased a ship kit that I already had yesterday. I filed a ticket early yesterday evening explaining the kit I actually wanted and requested either a refund or a swap (the 2 kits cost the same). This morning, lo and behold, I have the other ship kit and a nice email from CMDR Luna of customer support letting me know, which also said they'd pass along the "issue" that the store even let me buy a kit I already owned.

All in all, a great experience and I'm flying away happy. Thank you CMDR Luna!

Also...this forum doesn't seem to have any feedback section for non-suggestion feedback from the looks of it. As awfully negative as a segment of the community is, I guess I can see why....but you know, some of us have positive things to say too.

CMDR Luna is a legend. Got that done a few times myself. Nothing but the best support there.

Florenus · Jun 5, 2019

Jaggid Edje said:
My gf once bought way more toilet paper than we needed and I didn't blame the store for that.

Don't blame the girl, man. You just can't have more toilet paper than you need. You can only stock up on it more than usual, but you'll need it sooner or later.