300 Word Ticket - Automated Responses - A Word to Zenimax
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Oblongship✭✭✭✭YEAH!
First 3 weeks of the game and they are swamped with tickets but....YEAH FORGET THEM MAN THEY SHOULD REPLY INSTANTLY!!!
Lets not even TRY to take into consideration that they are drowning in tickets as outlined in the state of the game post!
YEAH MAN FIGHT THE POWER!7 -
KarsenH✭Oblongship wrote: »YEAH!
First 3 weeks of the game and they are swamped with tickets but....YEAH FORGET THEM MAN THEY SHOULD REPLY INSTANTLY!!!
Lets not even TRY to take into consideration that they are drowning in tickets as outlined in the state of the game post!
YEAH MAN FIGHT THE POWER!
Except you can't read apparently so fail troll is fail. Next time wear a helmet and google 'automated response'. Big words I know.
Edit; now I realize your simple mind only caught the bold words there 'lack of response'. Point in case.Edited by KarsenH on April 24, 2014 8:05PM5 -
@Oblongship - Ya man, you can't troll a troll, they'll just turn their troll onto you. It's no longer about the issue, it's about trolling.0 -
KarsenH✭GambitJ79b14_ESO wrote: »@Oblongship - Ya man, you can't troll a troll, they'll just turn their troll onto you. It's no longer about the issue, it's about trolling.
And you can't talk sense into tards apparently either.
You're telling me I write a 500 word description of my problems and they tell me they won't send an auto response, yet still do, and a day later at that but no it's all good because they're not acknowledging problems and making false claims and I can't even play the game.
Thanks for bumping my post though kiddo.Edited by KarsenH on April 24, 2014 8:01PM3 -
TalisThermon✭✭http://forums.elderscrollsonline.com/discussion/87103/i-just-unsubbed#latest
Preach to the choir, Zenimax are scum4 -
crush83✭✭✭✭In comparison, after unsubscribing, I downloaded EVE online and logged in to a trial account last night.
There were 33k+ people online concurrently, in the same world (no stupid phases either).
I thought I deleted a tutorial item, so I contacted CS. They responded to me within 4 minutes. In that 4 minutes, they had looked over my character's deleted items, learned that I hadn't actually deleted the item, but consumed it. Their responses to me were never once canned responses.
"I looked at your character's deleted items, and I'm not seeing any deleted items. Maybe you injected the skill book instead."
I asked, "What does that mean"
"When you inject a skill book, it's essentially learning it. Open your character sheet, go to skills, and you'll see the skills you've learned there."
I replied, "I'm not seeing the skill."
"Which skill was it exactly?"
I respond, "Repair Systems or something"
His next response directed me to where Repair Systems was located in the skill tab.
I thanked him, and it was all done in about 10 minutes of discourse.
That's probably the best CS experience I've ever had in a game. And I wasn't even a paying customer yet. It's so in contrast to what is experienced here, it's no wonder people are unsubscribing left and right, despite having 10 days left of "free" play.Edited by crush83 on April 24, 2014 8:10PM5 -
KarsenH✭TalisThermon wrote: »http://forums.elderscrollsonline.com/discussion/87103/i-just-unsubbed#latest
Preach to the choir, Zenimax are scum
Had to post on that thread - identical problems. Then the first two comments come in like some who haven't experienced any of this thinking they can speak for us LOL.In comparison, after unsubscribing, I downloaded EVE online and logged in to a trial account last night.
There were 33k+ people online concurrently, in the same world (no stupid phases either).
I thought I deleted a tutorial item, so I contacted CS. They responded to me within 4 minutes. In that 4 minutes, they had looked over my character's deleted items, learned that I hadn't actually deleted the item, but consumed it. Their responses to me were never once canned responses.
"I looked at your character's deleted items, and I'm not seeing any deleted items. Maybe you injected the skill book instead."
I asked, "What does that mean"
"When you inject a skill book, it's essentially learning it. Open your character sheet, go to skills, and you'll see the skills you've learned there."
I replied, "I'm not seeing the skill."
"Which skill was it exactly?"
I respond, "Repair Systems or something"
His next response directed me to where Repair Systems was located in the skill tab.
I thanked him, and it was all done in about 10 minutes of discourse.
That's probably the best CS experience I've ever had in a game. And I wasn't even a paying customer yet. It's so in contrast to what is experienced here, it's no wonder people are unsubscribing left and right, despite having 10 days left of "free" play.
That is MIND BLOWING. 10 min to solve a problem to a non paying customer and we've paid $40 more, on average for this garbage yet receive nothing.
They act as if they even have a large customer base... all 68 people that will be playing this in a month will be taken care of at least (hopefully).
Edited by ZOS_JoanaL on April 25, 2014 1:13AM2 -
KarsenH✭Just purchased digital upgrade HoD for WoW and was having technical difficulties, however, was contacted within 4 minutes by Blizzard, nicest customer service rep ever, helped me in no time and we had a great conversation on MMO's while she was at it....
I can't even get Zenimax to reply to an email - You guys suck. Honestly.Edited by KarsenH on April 24, 2014 10:14PM4 -
Brakkar✭✭✭Its true that eve have great cs, but it wasn't always like that.
Many games have good cs, but its a matter of practice and experience.
While I understand that publisher should already have experienced staff before releasing a title, I also understand they need to get used to amount of work which comes with the job.
I've been a GM in one of smaller titles for a while and know that.
Come on guys, give them some space to breath.1 -
I saw in another thread someone backing up zeni by saying "Blizzard have had 10 years to perfect their CS system". I come from a line of work where the only thing keeping customers in your establishment instead of the competition, is customer service. If you cant make sure the level of customer service you provide is adequate, what qualifies you to even consider running a company that deals with the public. And hey, my bug of being able to not use light or heavy attacks in the Hircines Gift quest may have gotten a reply from customer services, but it was a self satisfied "Heres your solution, ive gone ahead and marked this problem as solved for you". The advice was to drop the quest, and pick it up again. Yeah, because I didn't think of trying that..... and better yet, I didn't just tell you in my ticket you didn't read that I did that.1
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Dunhilda✭✭✭To be fair, ESO GM and CS is over worked right now
If we could see it I would guest ticket waiting times are about a week long.0 -
Ticket wait times are marked as "1 minute" wait times, because what they do, is reply with some automated crap that doesn't help within 1 minute, mark it as solved, then if you try and make another ticket, you get a warning saying because you already made a ticket before, you will now be placed in a waiting list before your ticket will be submitted. Thus, buying themselves more time while making it appear they are efficient.4
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KarsenH✭sfxpaladin wrote: »I saw in another thread someone backing up zeni by saying "Blizzard have had 10 years to perfect their CS system". I come from a line of work where the only thing keeping customers in your establishment instead of the competition, is customer service. If you cant make sure the level of customer service you provide is adequate, what qualifies you to even consider running a company that deals with the public. And hey, my bug of being able to not use light or heavy attacks in the Hircines Gift quest may have gotten a reply from customer services, but it was a self satisfied "Heres your solution, ive gone ahead and marked this problem as solved for you". The advice was to drop the quest, and pick it up again. Yeah, because I didn't think of trying that..... and better yet, I didn't just tell you in my ticket you didn't read that I did that.
EXACTLY. If customer service is the only thing you can compete in regards to then damn well make sure you do. They are not.
Yeah, that's literally why I'm so frustrated. The troubleshooting techniques they give me are basically as if I've never started a computer. "Have you tried relogging?" NO I DIDN'T EVEN THINK OF THAT! Try restarting your client. GENIUS!
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LunaRae✭✭✭✭I simply expect CS to be swamped when a game is released for the first 2-3 months. 0 expectations from time or quality of responses. Once time moves on though, bugs fixed, problems resolved, fewer support requests.. I start to expect more timely and higher quality responses. We're not there yet though, so hold out as best you can! Good luck resolving any issues you have though, sorry for your frustrations
Stands-Strong-As-Snow ~ Argonian Templar DC NA V14
Ytheri ~ Argonian Nightblade EP Thornblade NA V14
Heals-All-Colours ~ Argonian Templar EP Thornblade NA V14
Stands-In-Still-Waters~ Argonian Sorcerer EP Thornblade NA V20 -
Blu3d0gd3m0cr8ts✭✭✭To the ZOE who closes: At least I know you read it and are aware of your incompetence. Good enough for me! (As well as my cancelled subscription) Glad there was budget enough for you to make sure the rocks and pillars in the game had a voice over yet the main quests don't even work.
EDIT: Below is FACT - Say stupid things in the comments and I will just laugh at your pointlessness to humanity. There is 100% reason to be mad and if you don't understand it then maybe wait until the diapers come off and you're spending your own money not mommy and daddys.
I have spent the past 3 days sending tickets it to the “non dwemers” (bullsh*t) only to receive copy and pasted crap from Filipe, Alfonso and whatever else Honduran they have hold up in their sweatshop cranking out “support” emails and trying to atone for their lack of competence.
I have NEVER, in my entire video gaming life (a good while) been so annoyed, frustrated and disrespected (surprisingly). I’ve always been ‘that guy’ to stand up for a striving company, but that’s just it. Zenimax, you aren’t striving at all – you’re failing so hard at both functionality of your garbage video game, as well as your support.
The lack of support deserves a paragraph all on its bloody own because it's not the dysfunctionality of your game that bothers I and others most, it's your lack of RESPONSE. I have never been treated with such disrespect (indirectly I will say, however, disrespect nonetheless). I wrote a well thought out, well organized 303 word paragraph detailing my problems as to get them resolved so I may enjoy game-play.
Now on one hand; I explain my problems and people seem to look at me as if I have sh*t on my face and say that I’m the only one. Zenimax has even sent me (automated dwemer) mail stating they have corrected problems I’ve been having as well. So basically I’m lying out of my ass hole and making up problems for fun while I throw away $14 a month and $100 on a dysfunctional game. Ok.
On the other hand; I state my problem and there are now suddenly SO many people with this problem or other problems that Zenimax simply CAN’T get to them all.
If it’s not one load of bullsh*t slapped on my porch it’s another.
So, ending on this wildly negative note for a negative game with negative staff, thank you... very much, for sending me the same simple minded troubleshooting tips such as relogging and restarting my client. I wish I had thought of that first, oh wait – anyone who has a pea in their head could understand these idiotic troubleshooting tips. I almost forgot that sending over 500 words in problems and receiving 20 in return that are of ZERO use and were copied and pasted none the less, is what has me wishing I had never even given you my email address let alone payment for this garbage.
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Tl;Dr – Positive supported turned ass due to incompetence and disrespect by large company. This may sound familiar to those of you who have been fortunate enough to be seasoned by real life.
I dont agree with any of this sir, Zenimax is a wonderful company filled with wonderful people who , I might add, do a wonderful job ! You might want to consider your own actions before you place blame on everyone else.3 -
pronkg✭✭✭✭Funny how I've sent 2 tickets and both were responded with a personal message. How lucky must I have been4
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Gwarok✭✭✭
First impressions are everything soif you don't understand it then maybe wait until the diapers come off and you're spending your own money not mommy and daddys.
I have spent the past 3 days sending tickets it to the “non dwemers” (bullsh*t) only to receive copy and pasted crap from Filipe, Alfonso and whatever else Honduran they have hold up in their sweatshop cranking out “support” emails and trying to atone for their lack of competence.I will just laugh at your pointlessness to humanity.Edited by Gwarok on April 24, 2014 11:08PM"Strive for balance of all things. When the scales tip to one side or the other, someone or somethings gets short-changed. When someone gets short-changed, unpredictability and strife unbalance the world around us...To achieve freedom from greed, from want, and from strife, all parties in any exchange MUST find balance." -House Hlaalu's Philosophy of Trade
"I am ALWAYS very busy, so I KNOW what's best. You need to stay away from the waterfall. TRUST ME, you're better off keeping busy than playing in the stream....Do you know how to swim, Little Scrib?"
"I am but a simple farmer". -Rags'nar LodesBroke
#SKOOMA!
(Juliet):
...it is nor hand, nor foot,
Nor arm, nor face, nor any other part
Belonging to a man.
O, be some other name!
What's in a name?
That which we call a rose?
By any other name would smell as sweet.
Retain that dear perfection to which he owes...
(Act II, Scene II -William Shakespeare's: Romeo & Juliet -1595 A.D.)1 -
Hadria✭✭✭✭Man you guys are such ***. One those games are old as Hell so all 10 of you playing really didn't have an impact on their CS team. Two all of you sending in *** that they already know and are working to fix like they said in their recent thread thus backing up the CS team to filter through all your ***.
Also game is only 2 1/2 weeks young.0 -
jorill✭✭
EXACTLY. If customer service is the only thing you can compete in regards to then damn well make sure you do. They are not.
Yeah, that's literally why I'm so frustrated. The troubleshooting techniques they give me are basically as if I've never started a computer. "Have you tried relogging?" NO I DIDN'T EVEN THINK OF THAT! Try restarting your client. GENIUS!
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Did you mention that in your 300 word or whatever first response? Customer service cant assume anything when doing a ticket. That have no idea of your level of computer knowledge. Ive worked at and run helpdesks and you would be surprised how many people wouldnt relog.
Also any startup helpdesk is going to run into growing pains especially if its for a software product that just launches because there is literally no knowledge base for problems at start up beyond very basic stuff. Im not saying you cant be angry but thats the reality of the situation and having them getting flooded with tickets in regards to the botting probably isnt making it easier. If the service is poor in a few months then to me they have done a poor job.0 -
I simply expect CS to be swamped when a game is released for the first 2-3 months. 0 expectations from time or quality of responses. Once time moves on though, bugs fixed, problems resolved, fewer support requests.. I start to expect more timely and higher quality responses. We're not there yet though, so hold out as best you can! Good luck resolving any issues you have though, sorry for your frustrations
So, lets assume I work in a car factory, its my job to make, and install quality seat belts to ensure the passenger/driver safety in the vehicle. This week I have 3x more orders, because we have started a new car model. Does that mean, because I am swamped with work, and because the product is new, I can put less quality into those seatbelts? maybe make them 1/3rd as secure? or only fit them in 1/3rd of the cars?
Although an MMO customer service ticket isn't a life or death situation like seat belts, I think my point still stands, there is no excuse to lower your standard of quality, I often work in a customer service environment, and no matter how busy it is, I make sure I deliver flawless customer service.
And to Jorill, no they cant assume I know or do not know anything, I don't know about the OP, but I DID specifically mention I had tried these basic no brainer solutions, yet they disregarded that and told me to do it anyway.
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Grimth✭✭CS is sad.
I submit a ticket about my account and got the issue resolved all they need was my approval. I reply back to the ticket and got another CS who said thanks for the feedback. Wait 2 days my account did not reflect what was agreed on. So I submit another ticket since I couldn't reply to the first. In detail explaining what was going on referencing my 1st ticket. I get a reply saying submit a new ticket with all the details...0 -
KarsenH✭CS is sad.
I submit a ticket about my account and got the issue resolved all they need was my approval. I reply back to the ticket and got another CS who said thanks for the feedback. Wait 2 days my account did not reflect what was agreed on. So I submit another ticket since I couldn't reply to the first. In detail explaining what was going on referencing my 1st ticket. I get a reply saying submit a new ticket with all the details...
LOL, exact same thing. I have submitted so many tickets now - they lack communication with each other clearly. In fact, in my last 303 word ticket I asked them to read all the notes before they answered. They never answered.. I'm sure when they do it'll be a good laugh but that's alright, back to WoW until they can shape up their customer service and fix their bug, I mean game.0 -
KarsenH✭
Did you mention that in your 300 word or whatever first response? Customer service cant assume anything when doing a ticket. That have no idea of your level of computer knowledge. Ive worked at and run helpdesks and you would be surprised how many people wouldnt relog.
Also any startup helpdesk is going to run into growing pains especially if its for a software product that just launches because there is literally no knowledge base for problems at start up beyond very basic stuff. Im not saying you cant be angry but thats the reality of the situation and having them getting flooded with tickets in regards to the botting probably isnt making it easier. If the service is poor in a few months then to me they have done a poor job.
I mentioned that in every single response. I made it explicitly clear because I feared the aggravation I would endure upon receiving another degrading "try to relog" ticket solution. They also mark them as solved when it's not so you can't reply!portallib14_ESO wrote: »Man you guys are such ***. One those games are old as Hell so all 10 of you playing really didn't have an impact on their CS team. Two all of you sending in *** that they already know and are working to fix like they said in their recent thread thus backing up the CS team to filter through all your ***.
Also game is only 2 1/2 weeks young.
You're clearly not getting it so I won't even bother with a proper response.Edited by KarsenH on April 25, 2014 12:34AM0 -
KarsenH✭portallib14_ESO wrote: »Man you guys are such ***. One those games are old as Hell so all 10 of you playing really didn't have an impact on their CS team. Two all of you sending in *** that they already know and are working to fix like they said in their recent thread thus backing up the CS team to filter through all your ***.
Also game is only 2 1/2 weeks young.Blu3d0gd3m0cr8ts wrote: »
I dont agree with any of this sir, Zenimax is a wonderful company filled with wonderful people who , I might add, do a wonderful job ! You might want to consider your own actions before you place blame on everyone else.
Consider my own actions....? I didn't make this game therefore there are no actions to consider. What in the world are you even talking about. Maybe the actions I should consider next time is who I give my money to, you're right.
Let me just tell you why Zenimax are incapable of game making - Did you see that (around about) 20G sound file you dl'ed? Every *** twig and leaf in this game has a sound file YET I CAN'T FINISH THE QUESTS. They're amateur game makers who lack customer service. Argument invalid.0 -
Crap, im getting Vietnam style flashbacks of Defiance CSR now....Edited by sfxpaladin on April 25, 2014 12:41AM0
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Estin✭✭✭✭✭I absolutely see no problem in your main post. What was your whining in a 300 worded ticket about? Surely its not that important. They can't just serve you grapes while you're sitting on a couch naked being hand fed them.Say stupid things in the comments and I will just laugh at your pointlessness to humanity.
Now it looks like you're clearly smarter than us. I bet you say you're intelligent and watch a certain show. This is what your post pictures you as to me.Spoiler
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KarsenH✭sh4d0wh4z3 wrote: »I absolutely see no problem in your main post. What was your whining in a 300 worded ticket about? Surely its not that important. They can't just serve you grapes while you're sitting on a couch naked being hand fed them.
Now it looks like you're clearly smarter than us. I bet you say you're intelligent and watch a certain show. This is what your post pictures you as to me.Spoiler
Lol that was pretty funny actually - I'm upset because it's a freaking awesome game but there are so many damn bugs (still not the problem) and the CS team doesn't acknowledge (I realize there are many tickets open atm but maybe make an overall acknowledgement) and then they tell me one thing and do another - saying they won't have automated responses for example meanwhile they send me the same troubleshooting crap email three times while I clearly explained I've done it all.
They're wasting their time, my time and your time.
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Defiance customer service was a train wreck, it still beats Zenimax, at least Trion had 2 or 3 guys that sat on the Forums, with shiny golden names to just talk to the customers and try to re-assure them, they had no powers to do anything, but at least it gave the façade that the company noticed you, and cared.1
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jorill✭✭sfxpaladin wrote: »
So, lets assume I work in a car factory, its my job to make, and install quality seat belts to ensure the passenger/driver safety in the vehicle. This week I have 3x more orders, because we have started a new car model. Does that mean, because I am swamped with work, and because the product is new, I can put less quality into those seatbelts? maybe make them 1/3rd as secure? or only fit them in 1/3rd of the cars?
Although an MMO customer service ticket isn't a life or death situation like seat belts, I think my point still stands, there is no excuse to lower your standard of quality, I often work in a customer service environment, and no matter how busy it is, I make sure I deliver flawless customer service.
And to Jorill, no they cant assume I know or do not know anything, I don't know about the OP, but I DID specifically mention I had tried these basic no brainer solutions, yet they disregarded that and told me to do it anyway.
then that is definitely on them if they are asking you the same basic questions over and over.0
