I waited 4 months for Customer Support to compensate me for missing BG rewards and got.. nothing?

xyphrum

History:
Back in March, on PS/EU weekly battleground rewards weren't send. At first I thought they would just arrive later, but the real reason turned out that the leaderboard just didn't reset.
So rewards weren't handed out at all and all players would just stay on the board and accumulate points in the next week.
And then the next week the same happened, no rewards were sent and the top players were having monster scores that were never observed before on the BG leaderboard.
The week after that, we did get rewards, so I thought that issue was solved. But again a week or two later, the same thing happened.

For the first 2 misses, I created a ticket. Nr:250317-001760
I also wrote on the forum:
https://forums.elderscrollsonline.com/en/discussion/674635/bg-leaderboard-rewards-not-sent
https://forums.elderscrollsonline.com/en/discussion/674753/no-bg-leaderboard-rewards-on-ps-eu-second-week-in-a-row

And for the other missed reward later, I created another ticket. Nr. 250418-000884.
With another forum post:
https://forums.elderscrollsonline.com/en/discussion/676341/ps-eu-battleground-leaderboard-did-not-reset-again

That second ticket was handled very nicely! The agent said they saw the problem, said they could not send the gear, but did compensate with extra crystals.
All good!
Then I asked her if she could also handle my 1st ticket, but she said this was handled by a different agent, and I still had to wait.

So now for the first ticket, 250317-001760:
3/17. Ticket created. Explained the situation in detail.
3/22. The specialized agent confirmed he was taking care of it.
4/25. I had heard nothing after a month, so I asked if there was progress. No answer.
5/14. The ticket was updated saying it was still in progress and: "After review of the issue faced and the information provided, I wanted to bring to your attention that we are receiving reports of some players experiencing similar issue.". So yes they acknowledged the problem, but I still didn't get any reward and still had to wait.
7/22 The ticket was updated again and the agent states: "as it stands, no extra reward would have been sent out as this character did not meet the requirement."

So 4 months after opening my ticket, where:
- The agents did acknowledge there was an issue
- On another occasion another agent did see the problem and did compensate me.
- After 4 months, they decide I don't meet the requirement?

Could someone please look into this ticket and hopefully not leave me empty handed?

ZOS_CouchTato

@xyphrum

I have sent you a message regarding your ticket.

Raanbury

Quite frankly the customer support is completely horrendous. Tickets are ignored for long periods of time, you are actively told if you don't respond within 4 days they will assume your issue is resolved, but if you do respond, your ticket goes to the bottom of the queue. I have never in my life experienced such an archaic process whereby if you respond to a ticket it goes to the bottom of the queue.

Don't get me wrong - I understand completely that ZOS may experience very high volume, but that does not mean it's acceptable you hear nothing for days or weeks at a time. If you dare ask for an update, that's it, your issue is filtered to the bottom. That does not give me faith my issue is taken seriously. A cohesive customer experience should ensure that keeping the customer up to date is absolutely imperative but this is not the case here.