Customer Service Ignoring my inquiry for 11 days!

eNumbra

I was auto-muted by the system nearly two weeks ago - and responded to the email immediately since it had no substance as to why I was muted, I was simply told to read the T&Cs and told I was muted "until further notice".

Listen, Ex-Guantanamo employees, black bagging someone and holding them indefinitely is all well and good but you could at least b.s. me when I ask for clarification. Outright ignoring me until the 7 days has passed so you can call the issue "resolved" is a cop-out.

Since the mute also seems to have taken away my guild bank and guild store access I'd really like an answer to this.
Why was I muted? - If I know, I can avoid the behavior if I'm ever unmuted.
When if ever, can I expect to be unmuted? - Or should I just wait for my CIA approved drone-strike too?

eNumbra

[Moderator Note: Edited per our rules on thread bumping].

felixgamingx1

What you mean muted? You can't chat?

Iseldiera

While definitely not agreeing with the tone of op, i am suffering from same problem and i share his frustration.

Muting is cutting your char from mail trade guild bank and guild store. It is a mechanism intended to stop botter ans gold farmers i am told, which can ve triggered by crafters who de things too fast. We got flagged but no fixes..

Its been a week without:

Say whisper zone and grp chat
Guild bank
Guild store
Trade in person
Mail.

Its not fun i cannot understand what is taking them so long to unflag our accounts. And on phone csr says "hmm your account looks clean there are no flags.."

All alt banks are nearly full with glyphs and other mats of value we cant trade/transfer

Please fix this guys!

eNumbra

Iseldiera wrote: »

Its not fun i cannot understand what is taking them so long to unflag our accounts.

Straight from my Email. emphasis is my own

You are receiving this email due to suspect behavior. After a thorough (""Thorough"") investigation your account has been determined to violate our Terms of Service.
As a result your account has been muted until further notice. But we won't tell you when and forget about us replying to your emails as well; it's the silent treatment for you mister

Please be sure to review our Terms of Service and Code of Conduct for more details:
TOS - https://account.elderscrollsonline.com/terms-of-service
COC - https://account.elderscrollsonline.com/code-of-conduct
Thank you for your continued interest and support!

I suppose I'll have to raise hell on the phone since they'd rather nuke a bump than address an ongoing issue.

@ZOS_TristanK‌
@ZOS_AbigailT‌
@ZOS_GinaBruno‌
@ZOS_SandraF
@EveryoneWhoWorksForZenimax.

felixgamingx1 wrote: »

What you mean muted? You can't chat?

Can't chat: No /zone, no /say, no /guild, no /group, no guild bank, no guild store. I may as well be a bot, because that's about as much interaction with the rest of the community that I have right now and I don't even know why.

mowind

This is bad, and for a CSR to come in here and read the post only to comment on the bump....im utterly stunned.

ZOS_MichelleA

Hey there, @eNumbra‌. We understand that this situation must be frustrating, and we do apologize. You should be contacted as soon as possible by our Customer Support Team, who will work with you to investigate this mute issue. Thank you so much for your patience thus far; we appreciate it.

Iseldiera

ZOS_MichelleA, please also look into my case as well since I have the same problem.

Question Reference # 140523-004463
Date Created: 05/23/2014 09:10 AM
Date Last Updated: 05/23/2014 11:21 AM
Status: Escalated

Thank you.

coryevans_3b14_ESO

Judging by the tone of the OP, I can see why he/she was muted.

BCBasher

I haven't had access to my guild stores since the patch or one of the fixes but still get mail.

eNumbra

coryevans_3b14_ESO wrote: »

Judging by the tone of the OP, I can see why he/she was muted.

Yes, being ignored by customer service when requesting assistance to understand why the system has taken away privileges for reasons I don't understand absolutely proves my standard tone of voice. Clearly I should be kowtowing to Zenimax after the myriad of bugs and now this. Your assumption - people like you are the reason innocent people are punished. "Wouldn't be punished if he didn't deserve it right?"

Go step on a Lego; because there's not a single person here to whom your opinion matters.

bluesodafizz

coryevans_3b14_ESO wrote: »

Judging by the tone of the OP, I can see why he/she was muted.

lol what? No, you have no significant basis to judge the "tone" of this player during the suspect time in game that caused this action to be taken upon him/her. Sounds like you just want to start a fight with the OP, and your tone isn't any better.

rfpalmerb16_ESO

bluesodafizz wrote: »

coryevans_3b14_ESO wrote: »

Judging by the tone of the OP, I can see why he/she was muted.

lol what? No, you have no significant basis to judge the "tone" of this player during the suspect time in game that caused this action to be taken upon him/her. Sounds like you just want to start a fight with the OP, and your tone isn't any better.

In all honesty, the OP's tone was combative, aggressive and intentionally inflammatory -- generally not the way you ask for help. coryevans_3b14_ESO was just pointing out that if the OP's communication style in this thread was indicative of his usual communication style one can understand why he was (if he was) being ignored.

Accidents happen, and that includes being banned accidentally for botting or muted accidentally. That does not mean you have the right to go full nerd-rage on support and by going full nerd-rage you will probably hurt your chances rather then help them. I understand it can be frustrating but I also understand that is is not a personal attack against you If it is an accident, a modicum of respect and patience will pay dividends in the long run. None of us like being treated like garbage -- paying subscribers and MMO support staff alike.

And the OP should probably recognize that the support person he is dealing with is probably 'innocent' (i.e. not the one who muted him) of doing anything wrong aside from drawing the ticket to help him.

bluesodafizz

rfpalmerb16_ESO wrote: »

bluesodafizz wrote: »

coryevans_3b14_ESO wrote: »

Judging by the tone of the OP, I can see why he/she was muted.

lol what? No, you have no significant basis to judge the "tone" of this player during the suspect time in game that caused this action to be taken upon him/her. Sounds like you just want to start a fight with the OP, and your tone isn't any better.

In all honesty, the OP's tone was combative, aggressive and intentionally inflammatory -- generally not the way you ask for help. coryevans_3b14_ESO was just pointing out that if the OP's communication style in this thread was indicative of his usual communication style one can understand why he was (if he was) being ignored.

Accidents happen, and that includes being banned accidentally for botting or muted accidentally. That does not mean you have the right to go full nerd-rage on support and by going full nerd-rage you will probably hurt your chances more then help them. I understand it can be frustrating but I also understand that is is not a personal attack against you and, if it is an accident, a modicum of respect and patience will pay dividends in the long run. None of us like being treated like garbage -- paying subscribers and MMO support staff alike.

And the OP should probably recognize that the support person he is dealing with is probably 'innocent' (i.e. not the one who muted him) of doing anything wrong aside from drawing the ticket to help him.

All I saw in that post was a person trying to start a fight. I don't care if sarcasm was all that was intended, it was still just an assumption that added nothing but negativity to the thread.

rfpalmerb16_ESO

bluesodafizz wrote: »

All I saw in that post was a person trying to start a fight. I don't care if sarcasm was all that was intended, it was still just an assumption that added nothing but negativity to the thread.

Maybe he was trying to get the OP to think about what s/he had posted and how s/he had said it? Directing someone to self-reflect is not trying to start a fight. As a NB, I know something about trying to NOT start a fight.

bluesodafizz

rfpalmerb16_ESO wrote: »

bluesodafizz wrote: »

All I saw in that post was a person trying to start a fight. I don't care if sarcasm was all that was intended, it was still just an assumption that added nothing but negativity to the thread.

Maybe he was trying to get the OP to think about what s/he had posted and how s/he had said it? Directing someone to self-reflect is not trying to start a fight. As a NB, I know something about trying to NOT start a fight.

I guess you're right and I'm wrong then, no one could ever interpret his comment in any other way but yours because you're a "NB"

eNumbra

Two responses to the email in question over 11 days without so much as a "we're looking in to it" from a service rep until I brought it to the forum.

You're right. I have absolutely no right to be cynical about the situation.

Why don't you take your self-reflection somewhere else. You don't know why I was muted, I don't know why I was muted and several other people in this thread and no doubt dozens of other across this game don't know why they were muted.

This is obviously a problem - one that's removing people's ability to interact with others and all you can do is sit there and make assumptions about me and everyone else with this problem.

If someone was offended by something I said, I'll take the mute, so be it but why am I locked out of my Guild Bank and Guild Store? What purpose does that serve?

I'll say it again as politely as I can manage.
Get. Out.

Leeta

Whats a NB?

eNumbra

Leeta wrote: »

Whats a NB?

Night Blade. - he's somehow implying that because he's a stealth character he's also a Buddhist monk.

Leeta

Oh lol yea of course, sorry its 3.30am here and thought it was something else. I should probably sleep :-)

rfpalmerb16_ESO

eNumbra wrote: »

Leeta wrote: »

Whats a NB?

Night Blade. - he's somehow implying that because he's a stealth character he's also a Buddhist monk.

No, not a monk a pacifist cause the whole fighting things isn't working out for me in Vet areas.

eNumbra

rfpalmerb16_ESO wrote: »

eNumbra wrote: »

Leeta wrote: »

Whats a NB?

Night Blade. - he's somehow implying that because he's a stealth character he's also a Buddhist monk.

No, not a monk a pacifist cause the whole fighting things isn't working out for me in Vet areas.

I play an NB and I'm doing fine in vet areas outside of the un-cc-able Storm Atronachs and healer bosses.

fyrefenix

i dub this game the elder mages online! featuring archers.

fyrefenix

mean while when two veteran 4 beetles are too much for a nerfed templar to handle

JKwervo

Well, at least us 301ers are in good company of not being responded to by CS/Tech Support for days. Oh hey....we can't log in either.

The sheer ineptness of this company is truly remarkable.

Awesome. /end sarcasm

ShadowDarkwalker

*Snicker* omg, "The 301'rs." Is this an official dubbing? lol

*Old man voice* I remember back in the old days when us 301'rs couldnt log in .... we had to type both ways, uphill ... and with sticky keys!!

eNumbra

ShadowDarkwalker wrote: »

*Snicker* omg, "The 301'rs." Is this an official dubbing? lol

*Old man voice* I remember back in the old days when us 301'rs couldnt log in .... we had to type both ways, uphill ... and with sticky keys!!

The important thing is that I had an onion on my belt.

Iseldiera

Day8 and still muted. No explanation or response other than "we are working on it."

Imagine going into a pub dungeon and seeing the hidden skyshard or q item while all your grp passes it without realising and u cannot tell them "hey here."

They all walk past it u jump u do all emotes but cant get their attention.

This is one of the 100 frustrations i experienced today while trying to play thus game muted. Oh, and not being able to snatch that 25k priced daedric motif because i cannot chat to anyone outside guild.. That hurt too. 4th alt bank now filled with glyphs i cannot trade/mail/store in gbank and soon rest will fill too.

Please give us some kind of explanation, what we can do to get this fixed.

ShinChuck

My wife, meanwhile, has been unable to post on the forums for nearly three weeks, despite being a paid subscriber by this point, and has yet to receive any kind of real response (it was "pushed up" once, and then never heard from again!). It sounds like a little thing, but the forums are a fun part of the community, and we can't get answers anywhere!!

eNumbra

Logged in today to find I've had Guild Bank/Store privileges as well as the ability to communicate restored.

Thank you, Zenimax. Still would have been nice to work this out through email, rather than another two day silence and then poof, but I'll just have to take the victory where I can get it I suppose.

Thank you.

Iseldiera

Hi ENumbra, did you get an email or an update to your ticket when it was fixed? What was the status of your ticket? I just logged on after your post but unfortunately still muted

In hopes that ESO gods read this msg, here is my ticket info:

Question Reference # 140523-004463
Date Created: 05/23/2014 09:10 AM
Date Last Updated: 05/23/2014 11:21 AM
Status: Escalated