CSR states my issue is SOLVED, but its NOT..?! Ticket #140526-002315

Thaelgram_Westar

Question Reference # 140526-002315

Date Created: 05/26/2014 04:16 AM
Date Last Updated: 05/26/2014 05:12 PM
Status: Solved


How in the name of all that is holy, is this issue SOLVED, when its obviously NOT in game!?

Step your game up, Zenimax, for real. And not even 13 hours into it, it's apparently 'solved'..

Sturmwaffel

Date Created: 05/26/2014 07:53 PM
Date Last Updated: 05/27/2014 08:18 AM
Status: Solved

Same. Nonexistent ToS, little information about the problem. Only thing I am taking from this is customer service saying,

"We are investigating the problem."

Translation: We have no clue what's going on because we're just customer service.

Thaelgram_Westar

@ZOS_JessicaFolsum @ZOS_TristanK or ANYONE who works at ZOS, a response would be awesome about this.

Sturmwaffel

They've done what they can in other threads. They have no clue what's going on but won't admit it, likely because they have not been briefed on it.

ZOS_PierreL

Hello all,

We don't do ticket support or escalations on the forums.
If you feel that the ticket has not been answered to your satisfaction, you can always reply to it and inquire further.

Thank you for your understanding.

eNumbra

ZOS_PierreL wrote: »

Hello all,

We don't do ticket support or escalations on the forums.
If you feel that the ticket has not been answered to your satisfaction, you can always reply to it and inquire further.

Thank you for your understanding.

We've witnessed mods escalate tickets on the forums and several of my replies to one of my tickets have gone completely unheeded.

Your move, sir.

dideldumdei

eNumbra wrote: »

ZOS_PierreL wrote: »

Hello all,

We don't do ticket support or escalations on the forums.
If you feel that the ticket has not been answered to your satisfaction, you can always reply to it and inquire further.

Thank you for your understanding.

We've witnessed mods escalate tickets on the forums and several of my replies to one of my tickets have gone completely unheeded.

Your move, sir.

QFT

The Option to reply to ticket doesnt´t mean it wouldn´t be ignored and/or closed. Replied to a ticket from Friday twice already and there is no answer apart from the initial not helping copy/paste mail. And I have another one open since Saturday with the same issue.

Thaelgram_Westar

ZOS_PierreL wrote: »

Hello all,

We don't do ticket support or escalations on the forums.
If you feel that the ticket has not been answered to your satisfaction, you can always reply to it and inquire further.

Thank you for your understanding.

@ZOS_PierreL, I would quite frankly have to disagree with that answer, sir. I have myself seen several forum posts that have stated that it has been escalated further to customer service, and that other mods themselves have also chimed in and added their support when they can. Do not be two-faced, as that is how you lose customers.

Thaelgram_Westar

I really don't even believe two-faced would accurately describe this.

ZOS_PierreL

Hello @Thaelgram_Westar,

Your ticket has already been escalated. In that fact, we can't work more on it on the forums.
Our Escalation Team is aware of your issue and currently working on a solution. Our support will contact you back as soon as we have a solution about it.

Also, as I said before, feel free to reply to your ticket if you need more details about the investigation of your issue.

Thaelgram_Westar

If they sent an email stating that its been escalated, I've yet to see it. But thank you for stating that they're currently aware of it, and are working on a solution.

Thorntongue

Wow, this guy Pierre has a very condescending attitude.

OP, good luck with your issue.

Thaelgram_Westar

@Thorntongue, it is what it is man. Maybe he hasn't had a great day at work. Benefit of the doubt. We'll see though.

dideldumdei

ZOS_PierreL wrote: »

....

Also, as I said before, feel free to reply to your ticket if you need more details about the investigation of your issue.

dideldumdei wrote: »

....

Replied to a ticket from Friday twice already and there is no answer apart from the initial not helping copy/paste mail. ....

It´s just not working if you´re not replied to. As I wrote to your CS Team in one of the Answers, it would be fine just to say like "yes it´s escalated, but it will take a bit of time due to heavy workload....." or something similar which will show you´re taken serious. But no you just get no Answer back and rightfully feel ignored.

Thats my main problem with CS not always the fix of the issue itself.