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• PC/Mac: No maintenance – December 16
• NA megaservers for patch maintenance – December 17, 4:00AM EST (9:00 UTC) - 12:00PM EST (17:00 UTC)
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Seriously ZOS? Like Really?
I've had the loading screen problem since 1pm EST today. I went about my day normally figuring the issue would resolve itself. When it didn't, I hopped onto the forums to see if perhaps the issue had been addressed or others had the same problem and perhaps found a workaround.
Neither of these happened.
So, I opened a ticket and waited. Got a reply at 4:22pm with possible "fixes" Some of which were unclear or incomplete. I was told to change certain sections of my UserSettings.txt but the CSR failed to provide the actual changes needed.
So, I replied stating exactly that and waited for the information I needed to continue with the troubleshooting.
And waited...and waited.
The time is now 7:06pm and I have yet to received any indication my reply was seen or even acknowledge by.
Yes, I have checked my spam folder for possible misses in replies. I have both my mail open on my internet browser as well as my phone (support is set to VIP so I get it instantly.) And I have no received a single reply back.
So, I am stuck...without so much as a "We're sorry we're investigating" or anything to put my mind at ease that this problem is being handled.
Seriously ZOS?
I understand customer service is difficult at times and dealing with thousands of customers at once can be tasking, but if that is the case it isn't a job for you if you can't handle the amount of multitasking needed.
Do not email me about a fix and say a reply is needed or the problem will be looked at as solved and then when I reply you never answer me for going on 3 HOURS NOW.
With things like this on top of all the game breaking bugs I for one would not feel inclined to continue to pay you for this type of "services."
So what are you going to do about this now that I've spoken up about it, 3 HOURS in?
Neither of these happened.
So, I opened a ticket and waited. Got a reply at 4:22pm with possible "fixes" Some of which were unclear or incomplete. I was told to change certain sections of my UserSettings.txt but the CSR failed to provide the actual changes needed.
So, I replied stating exactly that and waited for the information I needed to continue with the troubleshooting.
And waited...and waited.
The time is now 7:06pm and I have yet to received any indication my reply was seen or even acknowledge by.
Yes, I have checked my spam folder for possible misses in replies. I have both my mail open on my internet browser as well as my phone (support is set to VIP so I get it instantly.) And I have no received a single reply back.
So, I am stuck...without so much as a "We're sorry we're investigating" or anything to put my mind at ease that this problem is being handled.
Seriously ZOS?
I understand customer service is difficult at times and dealing with thousands of customers at once can be tasking, but if that is the case it isn't a job for you if you can't handle the amount of multitasking needed.
Do not email me about a fix and say a reply is needed or the problem will be looked at as solved and then when I reply you never answer me for going on 3 HOURS NOW.
With things like this on top of all the game breaking bugs I for one would not feel inclined to continue to pay you for this type of "services."
So what are you going to do about this now that I've spoken up about it, 3 HOURS in?
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Auric_ESO✭✭✭✭Umm. Call them? Don't request a call back but actually call them directly. And if the first tier doesn't sound like a person that is going to help ask for tier 2. That's what I would do anyway"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0 -
Oh, I'm all for calling if that was how this started. But I'm referring to my EMAIL correspondence with them. It should not take 3 HOURS to respond via email. Nor should I have to use other avenues to seek a response when this one was presented to me.1
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Auric_ESO✭✭✭✭They are probably going through a queue. Once they answered you they moved to the next first contact email. Just a guess though."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0
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Frainbog✭✭CosmicRhapsody wrote: »Oh, I'm all for calling if that was how this started. But I'm referring to my EMAIL correspondence with them. It should not take 3 HOURS to respond via email. Nor should I have to use other avenues to seek a response when this one was presented to me.
I know it sucks, and should be better. But compared to some, getting a response in 3 hours is at the fast end of the scale. I'm still waiting after 12 hours and others have had to wait days.
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They are probably going through a queue. Once they answered you they moved to the next first contact email. Just a guess though.
I understand a queue system as it helps keeps things a bit organized. So, don't flag something in the queue as reply required if you have no intention of getting to it within a reasonable time. Shouldn't you also loop back to it well before three hours have passed?
Also, if this system prevents such things from happening shouldn't the CSR make sure all relevant information is within the message before pushing it back into the queue. Including incomplete and missing steps for "help" does not a good customer service employee make.
Edited by CosmicRhapsody on May 28, 2014 11:29PM0 -
Auric_ESO✭✭✭✭This is just supposition and I don't disagree with you."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0
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I know it sucks, and should be better. But compared to some, getting a response in 3 hours is at the fast end of the scale. I'm still waiting after 12 hours and others have had to wait days.
Wow, 12 hours and days. That is horrible even with any customer service standards.
12 Hours to a few days for a FIX...I can understand. Not all problems are easy to fix right then and there and time is needed.
BUT....3 or 8 or 12 Hours to a few DAYS for an ANSWER or a REPLY? That is what is unacceptable to me.
Edited by CosmicRhapsody on May 28, 2014 11:33PM0 -
CosmicRhapsody wrote: »Including incomplete and missing steps for "help" does not a good customer service employee make.
Dude .. did you seriously just go Yoda on someone???May the darkness guide you ......0 -
ShadowDarkwalker wrote: »CosmicRhapsody wrote: »Including incomplete and missing steps for "help" does not a good customer service employee make.
Dude .. did you seriously just go Yoda on someone???
Yes, because even SWTOR, as many things that go wrong with have never treated customer service this poorly. At least not as far as I am concerned with my issues with that game.
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Oh I know all about SOE ... I played SWG for 6+ years, until the shutdown in 2011. I heard about SWTOR and didnt even bother with it lol. There will probably never be another like the good SWG (pre-NGE).
Anyways ya, this CS team is not very good, and Im trying to put it nicely.May the darkness guide you ......1