I just wanted to give June from STFC Customer Support a bit of recognition for some genuinely great customer service.
I've been playing STFC since March 2018 across several different accounts. After about six months away from the game because of severe hypertension and a cancer scare, I've recently started playing properly again on my two accounts on the EU401 server. Thankfully, my health has improved and my adrenal tumour results came back clear, so it's good to be enjoying life and the game again.
I've been finding the quality-of-life improvements and the Battle Pass choice tokens really helpful for catching up after being away.
Unfortunately, I'd made a bit of a mistake with my Klingon Faction Credits. I'd spent 390,000 credits on 130 Vor'Cha blueprints, at 3,000 credits each, and then realised I'd probably have been better off concentrating on Klingon Pioneer reputation and working towards the G5 rare Quv'sompek instead.
I contacted Support to ask whether there was any chance of getting the credits back. I knew I was asking for a favour and wasn't expecting anything, but as they say, if you don't ask, you don't get!
I've always found that being kind and respectful towards customer support staff goes a long way. Obviously, nobody is obliged to say yes, but in my experience, approaching people with kindness and understanding makes a real difference. There's a real person on the other end of that ticket, and a bit of kindness costs nothing.
June took the time to check my account properly and discovered that not all 130 blueprints had come from the Faction Store. Some had been obtained through Armada Reward Exchanges and PvE loot.
She offered a one-time courtesy exchange: remove the 116 blueprints I'd actually bought with faction credits and return 348,000 Klingon Faction Credits, leaving the other 14 blueprints untouched.
I thought that was a really fair solution, so I accepted. June followed through and confirmed that the exchange had been completed exactly as agreed.
The speed of the whole interaction was particularly impressive. From my initial request to the completed exchange, everything was sorted in just under eight hours. June's reply came within a few hours, and once I'd accepted her proposal, she completed the exchange and confirmed everything within another 11 minutes. That's brilliant service!
I also really appreciated the kind email she sent when she first replied. She took the time to acknowledge what I'd been through with my health and wish me well, which was a lovely touch. When I thanked her and asked whether she'd be happy for me to share my experience on the official subreddit, her response was just as kind and welcoming. I'd also suggested that my appreciation could be passed on internally, and June kindly confirmed she'd be happy to do that too.
I know customer support gets a lot of criticism, and sometimes rightly so, but I think it's important to give credit where it's due as well.
I asked June's permission before posting this, and she kindly agreed. I wanted to share my experience because she genuinely deserves the recognition. It's refreshing to have such a positive interaction with customer support, and I'm really grateful for the effort she put into helping me.
For reference, the support ticket was #28877329, in case anyone wants to refer to the case.
And before anyone starts putting two and two together, no, I'm not a Scopely, Savvy Games Group or DIGIT Studios employee! 😂 Just a player giving credit where it's due.
Thanks again, June. Your kindness and excellent service are very much appreciated!
