Star Citizen’s Concierge club no longer feels like VIP treatment. The special Support Team takes forever to reply
From premium experience to regular queue. Welcome to the current Concierge Club in Star Citizen.
There’s really no other game quite like Star Citizen. Its community is seriously divided. Some see it as a visionary and groundbreaking project, others call it a never-ending cash cow that’ll never be finished. Throw in things like a not-so-clear refund policy, missed deadlines, and questionable monetization moves (like the recent Flight Blades drama), and you've got a recipe for controversy. Still, Cloud Imperium Games is making a fortune year after year. There are plenty of ways to help fund them too – like the Concierge system they launched back in 2018 for big spenders. But even that VIP experience isn’t without criticism these days.
Inside Star Citizen’s Concierge club
Concierges, or Chairman’s Club Members, are backers who’ve spent, well... a lot of money in Star Citizen’s pledge store. There are six ranks in the system, each unlocking different perks depending on how deep your wallet goes:
- High Admiral – when you spent at least $1,000
- Grand Admiral – for those past $2,500
- Space Marshal – if you’ve spent at least $5,000
- Wing Commander – unlocked at $10,000
- Praetorian – for the $15,000+ crowd
- Legatus Navium – the top tier, at a whopping $25,000 and more
But it’s not just about the rewards, elite players also get exclusive offers and perks, like access to a dedicated support system. That all sounds great, but lately, it doesn’t seem to mean as much as it used to.
Right now, there’s a heated debate on Reddit (as there usually is) about the typical response time for Concierge members. A user named Sensitive-Stage_3816 asked how long others have waited for a reply from the VIP support team, because in their case, it’s already been a week with no follow-up.
The answers are not really optimistic:
I contacted the support 5 times in total, 3 concierge tickets and 2 normal tickets. The 2 normal tickets have been solved without an issue in just a few days. For the 3 concierge tickets, it was a real pain.
The most recent was 1-2 days if I remember correctly, before that 4-5 days. No special treatment as far as I can tell.
Hi, usually it is a week or two. But I think it is timing, you've reached out at the end of Invictus where I assume they have quite the demand. I've reached out to them 19 days ago, took them 5 days to react and another two to solve it.
- Hallker
More and more people are saying there's barely any difference between Concierge support and the regular system anymore. A lot of players have mentioned that Concierge used to live up to expectations. But with the Star Citizen community growing like crazy, it seems like CIG just hasn’t kept up with the level of service. When the special member club first started, they had their own dedicated support team, but that was years ago. Now, they have to wait in line just like everyone else.
If you want an inside scoop on Star Citizen’s struggles straight from the employees, check out our article about how the studio’s big dreams clash with the real challenges of making the game – and why people are wondering if this project can really keep going the way it has.
