Another horror story from ZOS's customer (lack of) service files

tauriel01

My husband has been in an endless loop with ZOS customer service for the last month or so. He stopped playing the game about a year ago, but neglected to cancel his sub. When he discovered the problem, the crowns had stacked up to over 30,000. Ok great. Whatever. I still play, he can gift stuff to me and we can at least get SOMETHING out of this error. Well, no. actually he cannot.

He tried putting in a ticket to enable gifting. He had stopped playing before this whole fiasco with gifting started, so his account was inactive when ZOS put into place their new gifting policy. The request was denied.

"Your account must show consistent game play activity and/or be active in an in-game ESO community prior to submitting your application to be considered for eligibility to participate in the ESO gifting program."

Great, so he joined a guild, logged in each day, interacted with some NPCs or mobs, took the daily log in reward, whatever, and logged off. That's activity right? Well, no. Every subsequent ticket and/or appeal since then has been denied based on the exact same wording. It doesn't matter what tells customer support... the fact that he isn't interested in this game anymore. That he just wants to let me make use of the crowns HE ALREADY PAID FOR. [snip] Begs them to send this request higher up the chain of management where maybe someone will actually consider the request before hitting the reject button. No. All falls on deaf ears. They literally copy/paste their canned response every single time.

They never actually specify WHAT activity qualifies as activity. It's just some nebulous concept they stick in a message. [snip]

[edited for bashing]

Ilumia

That is awful service.
Based on the fact that the crowns are obtained through subbing, shouldn't that rule out that it's with nefarious intent? I mean the old problem used to be people changing vpn to super cheap countries and buying cheaper crown packs in bulk - right?

Anyway, i haven't had many good experiences with costumer service either. At one point I sent a mail from my husbands account with 1,8 million gold and a few mats. It never arrived on my main, so I contacted customer service to ask them where in the mundus it had landed. They completely denied that a mail with gold had even been sent from that account. After days of back and forth and zos completely denying the problem over and over I gave up. Really mad at the game too, just made me loathe eso, I worked for that money and it meant something to me.
More than 3 months later it suddenly appeared in one of the accounts, I don't remember which. I hadn't sent it to a wrong account either, I could read the adress line, and I hadn't made a mistake there. I took screenshots, and was happy getting stuff back, but still dissatisfied with the lack of service. I thought I'd use the screenshots as proof and file a bug report so someone could figure out how to stop that from happening again sometime to someone, but I'm not sure if there's a point.

Apologize for the long story, but my poont is that this type of careless customer service alienates long-time suppporters of the game. Do better for the sake of the longevity of the game please.

Ezhh

Some people had luck via Kevin and some others intervening when posting in the original thread: https://forums.elderscrollsonline.com/en-gb/discussion/644559/crown-store-gifting-update-october-2023/

I had trouble myself way back with support closing my ticket (which I then reopened each time) with copy-paste replies that ignored what I said, despite me having been subscribed and playing daily for years, leading a guild, writing a couple add-ons for the game, having many difficult achievements completed and so on... all things I'd have thought show my account isn't just some throw away account used to try and exploit. Wish I could help. This situation isn't fair on anyone who gets hit by it.

Vulkunne

tauriel01 wrote: »

My husband has been in an endless loop with ZOS customer service for the last month or so. He stopped playing the game about a year ago, but neglected to cancel his sub. When he discovered the problem, the crowns had stacked up to over 30,000. Ok great. Whatever. I still play, he can gift stuff to me and we can at least get SOMETHING out of this error. Well, no. actually he cannot.

He tried putting in a ticket to enable gifting. He had stopped playing before this whole fiasco with gifting started, so his account was inactive when ZOS put into place their new gifting policy. The request was denied.

"Your account must show consistent game play activity and/or be active in an in-game ESO community prior to submitting your application to be considered for eligibility to participate in the ESO gifting program."

Great, so he joined a guild, logged in each day, interacted with some NPCs or mobs, took the daily log in reward, whatever, and logged off. That's activity right? Well, no. Every subsequent ticket and/or appeal since then has been denied based on the exact same wording. It doesn't matter what tells customer support... the fact that he isn't interested in this game anymore. That he just wants to let me make use of the crowns HE ALREADY PAID FOR. [snip] Begs them to send this request higher up the chain of management where maybe someone will actually consider the request before hitting the reject button. No. All falls on deaf ears. They literally copy/paste their canned response every single time.

They never actually specify WHAT activity qualifies as activity. It's just some nebulous concept they stick in a message. [snip]

Exactly. I had a similar situation, with one account able to gift, another cannot because I don't use it the way they would like me to. Its just a storage account and in the past, I have done some light questing on there sometimes. Yet, I still cannot even gift myself about $100 worth of Crowns that I already paid for. They're just sitting there. And now seeing this experience from your end, makes me glad I didn't try to jump thru a bunch of unnecessary hoops, with no real idea of exactly what they want and still ending up just as worse off.

This is not right, and I'm surprised at how they're ok with doing us this way at ZOS. It would not fly with any other business. No one else I know (other than perhaps ATT) would have a level of customer support that is this bad.

[edited to remove quote]

ZOS_Icy

Greetings,

With there already being a thread opened on this subject here, we're going to go ahead and close this one down.

Thank you for understanding.