Eso has the worst customer support and management.

Dimorphos

I wanted to buy the Sithis, The Dread Father statue that was on sale for 1600 crowns for ESO+ members, but I can't because you took down crown store while the sale was still on, but now it is gone. So we can't trust in the time schedules you provide concerning anything at all.

@Zos_Kevin Whose idea it was? You are having a sale for item that people can't buy because you take down crown store. How about giving extra day for this statue then.. Now you make me wait at least another year or more for it to come in sale again. DO you think this is good customer service? If you have a sale that you say will end xx:xx:xx, then you should let the customers be able to trust that time and be able to buy the item up until that xx:xx:xx time. Now you practically ended this statue sale before its time. You really should give the item at least one extra day then.

Another issue I lately ran into:

I had a problem with a bug in the game related to items sold at the guild merchant. Without going into details, due to this glitch in the game I lost about 340,000 gold. I immediately contacted support to clarify the matter. The first handler completely misunderstood the matter and had looked into something else and stated that "no issue was found". I contacted again and explained the error very clearly. The next customer service representative contacts me and tells me that I should contact support (I thought I had already since you are here to answer me??) because she can't find any data concerning these sales. The data was there before but now had vanished. She gives me a link to file a bug report. I filled out this report to which I received an automatic response "thanks for the information you provided...your issue is now resolved". Sorry what? Absolutely not. What happened to my lost money? No one has taken any actions or given any word on this at any point. I messaged support again about this twice. There was never any response to these messages. Total ignoring.

I really like ESO, I like it as the game and world it is. But the management and customer support is the worst ever out of any game I have ever played. This is the reason why I keep feeling I should stop playing and I always kind of regret when I use money on ESO. And You know this to be true. Internet is filled with complaints about ESO customer support and management becoming totally terrible.

I know this post will get deleted. But I think we the people playing this game should bring this issue up loudly about bad management and bad customer support. It is only honest customer feedback.

Grega

Dimorphos wrote: »

I wanted to buy the Sithis, The Dread Father statue that was on sale for 1600 crowns for ESO+ members, but I can't because you took down crown store while the sale was still on, but now it is gone. So we can't trust in the time schedules you provide concerning anything at all.

@Zos_Kevin Whose idea it was? You are having a sale for item that people can't buy because you take down crown store. How about giving extra day for this statue then.. Now you make me wait at least another year or more for it to come in sale again. DO you think this is good customer service? If you have a sale that you say will end xx:xx:xx, then you should let the customers be able to trust that time and be able to buy the item up until that xx:xx:xx time. Now you practically ended this statue sale before its time. You really should give the item at least one extra day then.

Another issue I lately ran into:

I had a problem with a bug in the game related to items sold at the guild merchant. Without going into details, due to this glitch in the game I lost about 340,000 gold. I immediately contacted support to clarify the matter. The first handler completely misunderstood the matter and had looked into something else and stated that "no issue was found". I contacted again and explained the error very clearly. The next customer service representative contacts me and tells me that I should contact support (I thought I had already since you are here to answer me??) because she can't find any data concerning these sales. The data was there before but now had vanished. She gives me a link to file a bug report. I filled out this report to which I received an automatic response "thanks for the information you provided...your issue is now resolved". Sorry what? Absolutely not. What happened to my lost money? No one has taken any actions or given any word on this at any point. I messaged support again about this twice. There was never any response to these messages. Total ignoring.

I really like ESO, I like it as the game and world it is. But the management and customer support is the worst ever out of any game I have ever played. This is the reason why I keep feeling I should stop playing and I always kind of regret when I use money on ESO. And You know this to be true. Internet is filled with complaints about ESO customer support and management becoming totally terrible.

I know this post will get deleted. But I think we the people playing this game should bring this issue up loudly about bad management and bad customer support. It is only honest customer feedback.

Item was on sale for the week, and for the whole week it was on sale, the scheduled maintenance was posted - allowing anyone and everyone to plan.

I also wouldn’t use to “internets is filled”. It is true, it is filled. With everything. Everything anyone ever can think of, true or false, will be forever and ever without fail found on the internet.

Dimorphos

Grega wrote: »

Item was on sale for the week, and for the whole week it was on sale, the scheduled maintenance was posted - allowing anyone and everyone to plan.

I also wouldn’t use to “internets is filled”. It is true, it is filled. With everything. Everything anyone ever can think of, true or false, will be forever and ever without fail found on the internet.

It doesn't matter if it was sale for a whole year. They specifically had given it a time schedule, a time when the sale will end. Since it is an item that can only be bought using crowns and the only way players can get crowns is to buy them from crown store it is very much mandatory for the crown store to be up and running. Now the sale of that statue practically ended before it was meant to. They should give it an extra day.

And I will surely use the phrase "internet is filled" because that is a how it is. It is widely known fact that ESO customer service and game management has gone downhill and badly. There is no need to hide it.

Dimorphos

Not so long ago there was an extended maintenance and people couldn't get their daily endeavors. So they filed complaints about it.

ZOS worked this out by giving the following days extra endeavor seals. Good, that is how you solve these matters.

So now with this statue sale it is the same thing. Because of crown store maintenance, we lost time on this statue sale. They should cover it by giving the statue an extra day of sale. That is not too much to ask and only income for ZOS anyway.

Blood_again

Since you posted it on the forum... How have you lost 340k gp?

Veinblood1965

Blood_again wrote: »

Since you posted it on the forum... How have you lost 340k gp?

My question also.

And if you have a ticket number that would help. I have never seen a post where the forum mods did not offer to help for lost items when a ticket number was provided. Add a ticket number and see how it goes....

Gilvoth

speaking about your second issue first as it has to do with the history of the dark brotherhood.
we find tomes and writings where the people of Sithis were Damaged Twice, very strange history but none the less, it is written that twice Sithis was burdened publicly, the first took place where a certain black hand in cryodiil was Brutaly killed for the furthering of the Dark brotherhood by the name of Lucien Lachance, it was recorded as a horrible event that i will not speak of here any further ...
the second was done by another member un-named where this particular being unknown had to completely cleanse the entire culture and all the members of all the brotherhood and rebuild the sanctuary.
enlight of this we see twice damage was given to the dark brotherhood and its members ...
this perhaps was part of the ritual you may be recieve from the ... uh .. Sithis where TWICE you were wounded in what seems to be similar effect as you are a member you must also drink from the same cup!

onto the 1st matter,
Sithis has protected you and you dont even see it ... because Sithis is a God in spirit ffform, he is unable to be seen by flesh eyes, it would be rediculas to think you could have him (er .. i should say "it" not "him" considering Sithis is a Spirit of DEATH energy, and a Void, not a fleshly being) in a "statue form"
if it was in the crown store and you bought it that would be considered Blasphemy!
consider yourself blessed for not having this item.
but for those whom do own it, you would be Very Wise to destroy such item Immediately!
imagine how much worse even for those whom are trying to sell said item ...
what you are claiming was a bad customer service .. was actually happened by powers and a Hand we are unable to see.
this wasn't a mistake!

ZOS_Kevin

So following up on this. The Crown Store maintenance is a routine maintenance we do almost weekly to rotate items from the Crown Store. We note the maintenance window for when the store will be down. This has been the case for a long time now. However, you can always submit an appeal to see if Customer Service will grant the transaction after the date for the sale price. Final decision is up to them though.

As for your other issue, if you have a ticket number, please feel free to note that and I can ask customer service for an update.

Dimorphos

Blood_again wrote: »

Since you posted it on the forum... How have you lost 340k gp?

As I said, I will not go for details. But I did provide all the information I could for support team, which in the end ignored me totally.

Dimorphos

Veinblood1965 wrote: »

Blood_again wrote: »

Since you posted it on the forum... How have you lost 340k gp?

My question also.

And if you have a ticket number that would help. I have never seen a post where the forum mods did not offer to help for lost items when a ticket number was provided. Add a ticket number and see how it goes....

I had an email conversation with the support team to which they then decided to not reply anymore. They had all the information, but they did not want to solve it. If the data is gone then it is gone but that is not my doing or my fault. They should have covered it and get my lost gold back to me. But they just stopped answering me, no explanations, nothing. Just ignoring.

Dimorphos

I am not so concerned anymore about that lost gold. It is only game currency which I can easily make more.

But this Statue issue really does bother me. Just as I was about to buy it, I couldn't because the crown store was taken down even when the statue sale was still going on but soon coming to an end. So the statue sale thus ended before its time.

People complained when there was extended maintenance and because of it they could not get their daily endeavor seals. So ZOS covered it by adding more seals to following days endeavors. Good, and that is how these issues are solved. Everyone are happy.

So why can't they now give an extra day for this sithis statue? It is literally the same issue. People lost time to be able to buy this statue because crown store went to maintenance.

Tandor

Dimorphos wrote: »

I am not so concerned anymore about that lost gold. It is only game currency which I can easily make more.

But this Statue issue really does bother me. Just as I was about to buy it, I couldn't because the crown store was taken down even when the statue sale was still going on but soon coming to an end. So the statue sale thus ended before its time.

People complained when there was extended maintenance and because of it they could not get their daily endeavor seals. So ZOS covered it by adding more seals to following days endeavors. Good, and that is how these issues are solved. Everyone are happy.

So why can't they now give an extra day for this sithis statue? It is literally the same issue. People lost time to be able to buy this statue because crown store went to maintenance.

You've been given an explanation, and a recommendation to put in a ticket requesting the statue. Have you done so?

valenwood_vegan

A drop of honey catches more flies than a gallon of gall.

Silaf

Usually support can help with item problems.
And in case you accidentally destroy items or encounter a bug they can help in restoring them.

It's not always true tough. It's years i've been asking help with the "Dragon rise" event items but so far no success.

Dimorphos

Tandor wrote: »

Dimorphos wrote: »

I am not so concerned anymore about that lost gold. It is only game currency which I can easily make more.

But this Statue issue really does bother me. Just as I was about to buy it, I couldn't because the crown store was taken down even when the statue sale was still going on but soon coming to an end. So the statue sale thus ended before its time.

People complained when there was extended maintenance and because of it they could not get their daily endeavor seals. So ZOS covered it by adding more seals to following days endeavors. Good, and that is how these issues are solved. Everyone are happy.

So why can't they now give an extra day for this sithis statue? It is literally the same issue. People lost time to be able to buy this statue because crown store went to maintenance.

You've been given an explanation, and a recommendation to put in a ticket requesting the statue. Have you done so?

I have now yes.

Dimorphos

I made a ticket just as I was instructed:

Billing > Your Platform Of Choice > I have a question about a sale / offer. > Sale/offer

There I explained everything and requested a day to be added for the statue sale, or if that statue can be sold for me separately.

I just received support message that said: "In order to properly assist you we need you to resubmit your request through a specific section of the website." use: Billing > Your Platform Of Choice > I have a question about a sale / offer. > Sale/offer.

So they are asking me to submit a ticket again just the same way I already did..

So as I said.. This really doesn't work on ZOS side, the customer support or how they manage things. This is also exactly the same kind of approach they used on my last ticket about the malfunctioning guild trader sale. I had to submit the same explanation about the bug many times and all I got back was automated responses and "contact again through this channel..." only to be then completely ignored.

I really do not wish to be complaining about, I do not enjoy this. But this really is frustrating how uncapable they are when it comes to customer service or managing the game and dealing with bugs.

I must say that in other mmorpg that I have played, in similar situations it would only take one support ticket and a game master or customer service person would come and provide, be it an item, missing gold, missing loot, missed item in store sale.. what ever. It would be done, customer made happy, no big deal.. they ask nicely if there is anything else they can assist you on and then wish you a wonderful day. But that clearly is not how ZOS works. I feel sad I must come to such conclusion..

Dimorphos

Yes, this is going the same way again.. I now received this mail:

"Thank you for contacting The Elder Scrolls Online Team.

You can submit feedback and bug reports several different ways for the development team to review. You can submit a ticket through our help portal here by selecting Feedback / Bug as your category...."

So they refuse to take any real action, they do not get involved with the real issue that customer asked about, they only provide these same automated replies. They put you in an endless support messaging loop and there you are writing about the same matter for the tenth time and eventually they will just ignore you..

This is really absurd. Really makes me want to quit this game when we are being treated as unworthy trash.

Dimorphos

Tandor wrote: »

Dimorphos wrote: »

I am not so concerned anymore about that lost gold. It is only game currency which I can easily make more.

But this Statue issue really does bother me. Just as I was about to buy it, I couldn't because the crown store was taken down even when the statue sale was still going on but soon coming to an end. So the statue sale thus ended before its time.

People complained when there was extended maintenance and because of it they could not get their daily endeavor seals. So ZOS covered it by adding more seals to following days endeavors. Good, and that is how these issues are solved. Everyone are happy.

So why can't they now give an extra day for this sithis statue? It is literally the same issue. People lost time to be able to buy this statue because crown store went to maintenance.

You've been given an explanation, and a recommendation to put in a ticket requesting the statue. Have you done so?

Seems like submitting tickets to customer support takes you nowhere. And this is precisely what is wrong with all this. After all the information and tickets and pleads I have made and after getting email from several different customer support person, the last one will just make you submit a new ticket/bug report. No one will actually take the time to solve the issue. They just make us go through an endless loop of ticketing that takes you nowhere. You think this is good? You think this is how it should be? I am really amazed about all you who after what ever downfall and things going really wrong you always take ZOS side in everything..

Veinblood1965

Dimorphos wrote: »

Yes, this is going the same way again.. I now received this mail:

"Thank you for contacting The Elder Scrolls Online Team.

You can submit feedback and bug reports several different ways for the development team to review. You can submit a ticket through our help portal here by selecting Feedback / Bug as your category...."

So they refuse to take any real action, they do not get involved with the real issue that customer asked about, they only provide these same automated replies. They put you in an endless support messaging loop and there you are writing about the same matter for the tenth time and eventually they will just ignore you..

This is really absurd. Really makes me want to quit this game when we are being treated as unworthy trash.

As several have stated including the forum mod, please provide a ticket number. Several people have offered solutions to this. placing the item back in the crown store has about a .000001% chance of happening. That leaves the other options really or just living with the loss. Sounds like you just needed to vent, we all do sometimes though. Options are there, just add the ticket number and I'm pretty sure it'll work out.

Blood_again

Dimorphos wrote: »

Blood_again wrote: »

Since you posted it on the forum... How have you lost 340k gp?

As I said, I will not go for details. But I did provide all the information I could for support team, which in the end ignored me totally.

Sure, it is up to you to gatekeep this info or not.
Just to say that your description might save somebody else from a fatal mistake. 1/3 of a million is not a joke, you know.

Dimorphos

Veinblood1965 wrote: »

Dimorphos wrote: »

Yes, this is going the same way again.. I now received this mail:

"Thank you for contacting The Elder Scrolls Online Team.

You can submit feedback and bug reports several different ways for the development team to review. You can submit a ticket through our help portal here by selecting Feedback / Bug as your category...."

So they refuse to take any real action, they do not get involved with the real issue that customer asked about, they only provide these same automated replies. They put you in an endless support messaging loop and there you are writing about the same matter for the tenth time and eventually they will just ignore you..

This is really absurd. Really makes me want to quit this game when we are being treated as unworthy trash.

As several have stated including the forum mod, please provide a ticket number. Several people have offered solutions to this. placing the item back in the crown store has about a .000001% chance of happening. That leaves the other options really or just living with the loss. Sounds like you just needed to vent, we all do sometimes though. Options are there, just add the ticket number and I'm pretty sure it'll work out.

I said I made a ticket. I have provided these ticket numbers. I said I have been talking with the customer support many times. I even followed the instructions that ZOS_Kevin provided me in direct message. I made new contact using the provided links. I made it again ( I don't know why they asked me to do this twice ). For both of these issues I have made several messages to customer support, provided original ticket numbers and all the information I have. But It is always the same, someone comes and says "hello my name is --- I will assist you today.. please make a new support ticket...so we can better assist you". You get it? They put us in this endless limbo before you as a customer grow tired and stop messaging them.

I am not getting answers, I am not getting any help for the issues. All I get is automated answers "please submit a report.." and different customer support persons telling "make a new ticket". So yes, a customer might get a bit furious at this point. And while you say that "placing the item back in the crown store has about a .000001% chance of happening." might be very true but they really should do it because we lost time from the original sale due to crown store maintenance. There is not that would stop them for putting it back in sale for a day and it takes like 2 clicks from them.

edit: there really should be a way to downvote a comment..

valenwood_vegan

It's not about taking zos' "side" - if the goal here is to fulfill a support request, some avenues have been suggested and people are trying to encourage OP to follow the suggested process. Support is often a frustrating experience across many companies today - often one has to be prepared for some delays and to spend some time explaining and repeating themselves until a customer service agent understands the problem or until the issue reaches the right agent.

It's not really ideal, but no one on this forum can bring the item back to the crown store or offer it at the sale price or replace lost gold. Perhaps you could post any relevant ticket number(s) for Kevin to look at, as requested, and he or one of the forum mods might be able to make sure they're being looked at by the right people at customer service. My earlier comment is not meant to "defend" poor service offered by zos, but merely as a suggestion for how to approach them if the goal is to get them to resolve the specific issues raised. Take it as you will.

If the goal is just to vent, that's totally cool. I totally agree that zos support can be kind of a mixed bag and there's room for improvement. My own experience has been that it can be an unnecessarily long and frustrating process but if one sticks with it, they can often eventually get an adequate outcome.

Dimorphos

valenwood_vegan wrote: »

It's not about taking zos' "side" - if the goal here is to fulfill a support request, some avenues have been suggested and people are trying to encourage OP to follow the suggested process. Support is often a frustrating experience across many companies today - often one has to be prepared for some delays and to spend some time explaining and repeating themselves until a customer service agent understands the problem or until the issue reaches the right agent.

It's not really ideal, but no one on this forum can bring the item back to the crown store or offer it at the sale price or replace lost gold. Perhaps you could post any relevant ticket number(s) for Kevin to look at, as requested, and he or one of the forum mods might be able to make sure they're being looked at by the right people at customer service. My earlier comment is not meant to "defend" poor service offered by zos, but merely as a suggestion for how to approach them if the goal is to get them to resolve the specific issues raised. Take it as you will.

If the goal is just to vent, that's totally cool. I totally agree that zos support can be kind of a mixed bag and there's room for improvement. My own experience has been that it can be an unnecessarily long and frustrating process but if one sticks with it, they can often eventually get an adequate outcome.

You really think I would wait for someone on this forum to be able to help and bring back gold or crown store item?

jesus christ... What is the point of forums if not to speak about a matter. Tell me. Isn't this just the place where I can come and write about my experience when ZOS customer support fails to serve a customer. And I can promise you that this will not be the only internet forum where I will talk about this. At this point I say they deserve every lost member/sub. And it is not about these 2 issues I now had, this has been going for years.

You are now blaming me about things I should do, that I have already done. You are blaming me for ignoring peoples tips even I have done everything I could... This is all just a huge waste of time and effort.

Dimorphos

Blood_again wrote: »

Dimorphos wrote: »

Blood_again wrote: »

Since you posted it on the forum... How have you lost 340k gp?

As I said, I will not go for details. But I did provide all the information I could for support team, which in the end ignored me totally.

Sure, it is up to you to gatekeep this info or not.
Just to say that your description might save somebody else from a fatal mistake. 1/3 of a million is not a joke, you know.

Maybe they can also try their luck with ZOS "wonderful" customer support. As I have. I can honestly say nothing has made me this furious in a long long time..

TaSheen

You need to provide the ticket number on the forum here so @ZOS_Kevin can take a look - he needs to see the ticket number for the ticket you filed.

valenwood_vegan

Dimorphos wrote: »

You really think I would wait for someone on this forum to be able to help and bring back gold or crown store item?

jesus christ... What is the point of forums if not to speak about a matter. Tell me. Isn't this just the place where I can come and write about my experience when ZOS customer support fails to serve a customer. And I can promise you that this will not be the only internet forum where I will talk about this. At this point I say they deserve every lost member/sub. And it is not about these 2 issues I now had, this has been going for years.

You are now blaming me about things I should do, that I have already done. You are blaming me for ignoring peoples tips even I have done everything I could... This is all just a huge waste of time and effort.

Look, you were not blamed for anything lmao; suggestions were made for how to best deal with zos' sub-optimal support process. No one here magically knows your entire history with support. I then literally said that if the goal here is more to just highlight that their support has issues, I agree. Anyway, I'm sorry it's been so terrible and good luck.

moderatelyfatman

To be honest, ESO's customer support is one of the things they do better (relative to the rest).
If you'd ever flown on a US airline, there is so much worse that could happen.

Askys94

@Dimorphos

About issue 1, Ye ZoS support can be wonky at times, especially to get to the "Right" support page. But when you get to the right place ive found it surprisingly nice.

BUT good news is they do have a special team for these kind of issues. Unfortunately i don't quite remember how to get to them.... i did before about the mino Polymorph.

I think i went "Ingame-support" "Steam" "I have an item issue" "I have a problem with a Crownstore item" and filled in that form.

And i got this response.

Greetings,

Thank you for contacting The Elder Scrolls Online Team.

While we are not able to guarantee your request, this ticket is being escalated to a specialized team to ensure that you receive the best possible resolution.

Please note that requests of this nature may take some time to process, but you should receive a response shortly.

Thank you for your patience while your request is being reviewed.

If you have any further questions or other issues related to this topic, please respond directly to this ticket so that we can assist.

Warm Regards,
The Elder Scrolls Online Team

And a bit later i got the answer from the team.

Greetings,

Thank you for contacting The Elder Scrolls Online Team.

We regretfully are unable to grant all requests we receive but may be able to make an exception. If this item was available for purchase in the Crown Store within the last 7 days, please let us know and we will review your request.

If you would like to provide feedback regarding the Crown Store you can do so on our help portal here: Feedback and suggestions about ESO

Regards,
The Elder Scrolls Online Team

Offcourse sadly, i missed that 7 day window, but ZoS have a team to deal with just this, issue is you cant contact them directly as far as i know.

I do highly recommend to be nice in the ticket tho, i've found that being nice and somewhat "Funny" helps ^-^ after all, behind that response sits a over worked, underpaid and often un-appriciated little Techie, show em some love ^-^

Just make sure you got the crowns or currency for the item on your account and they should be able to fix it.

About issue 2.

Sorry to little info .-. could need some clarification, was the issue when placing the item in store? Did you not receive the mail with the reward when it was sold?

I do remember there was an issue way back that if connection timed out when adding resource items to store the item would "Disappear" especially if you had ESO+, but what actually happened was that the item didn't go back in to the craft bag, but instead it went in to your inventory. Which if you are used to having it go to craft bag really messes with your head.

Extra fun was when it happened to me and it was one of them Atherial Dusts worth near a mill back then ^^ Khajiit almost dropped his skooma. Until a guild pointed it out that it'll be in normal inventory.

But ye, might be able to help, but needs more info.

scrappy1342

Dimorphos wrote: »

This is also exactly the same kind of approach they used on my last ticket about the malfunctioning guild trader sale. I had to submit the same explanation about the bug many times and all I got back was automated responses and "contact again through this channel..."

i have been told that this is just the way they handle things now. first round through, the ai or automated responses or whatever you want to call it handles things and then zos will actually deal with the ppl who make it on to the second round. i have experienced this in the last few months with BLATANT violations posted in zone chat where i got the automated responses back saying "no violations found."

i think my "favorite" customer service bungle was after playing a ToT match. opponent dragged out the entire match unnecessarily. when we got to the final turn and there was NO way for them to win, they conceded and i did not get my win for my endeavor or my quest and i did not receive my prize loot. this was back in the first month or so of ToT. the response i got from my ticket was a lecture on how drop rates work and no drops are guaranteed and if i want something that drops from a particular boss, i'll just have to keep trying... that was my last ToT match lol

xilfxlegion

tl;dr ---- i didnt buy the item on time so it means eso has horrible customer service.

Dimorphos

bn