Care factor for customers, zero.

Rage_Ridden

Hi fellow gamers,
I am a die hard Elder Scrolls junkie dating back to Daggerfall, but am finding it harder and harder to commit to ESO due to lack of Customer support, three times I have phoned only to be hung up on. Also posted a few tickets all being responded to with jibberish, wish I spoke jibberish. Even then still no result only to find out I can't log in and have been unable to do so for days now. Sure I am more then happy to donate $15 a month to not play, is this going to an Ethiopian? It would want to find a way, otherwise that's legalised thievery. Good ol' legalised thievery.

Enkil

I appreciate the sentiments but why single out Ethiopians? did u mean the Nigerian internet scammers and cat food mafia in District 9?

Rage_Ridden

No racism intended, was leaning more towards the fact that I would rather my money go to third world countries where I would receive self satisfaction and possibly better a life. Other then receive nothing, get no-where and end up back where I started only a few $ less.

AreoHotah

Zero facs are given everyday...

Shaun98ca2

AreoHotah wrote: »

Zero facs are given everyday...

MEH I'd probably hang up too. NEVER get paid enough to get raged at over the phone.

AAAAAAHHHHHHHHHHH the days.....I remember a customer being irate with me and I flipped out on him and put him in his place. Then fixed his issue LOL.

Rage_Ridden

Unfortunately I didn't even get the chance to speak, they picked the phone up and hung up immediately.

ZOS_EveP

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Shaun98ca2

Rage_Ridden wrote: »

Unfortunately I didn't even get the chance to speak, they picked the phone up and hung up immediately.

LOL I had this happen when that's how the company MADE their money PHONE CALLS and all the calls one day for some reason wouldn't stick. They sent a LOT of us home that day LOL.

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

But it looks like your getting pretty good assistance to me. GL

theyancey

All of my experiences with customer service, both by phone and e-mail, have been great. Maybe it is because I am nice to them and they respond in kind.

Rage_Ridden

Thankyou for the feedback, I appreciate the last email I received I shall refer all problems via email to that sender. Sorry it had to come to forum posts, but it took this long to get results. All in all, I am back to a happy camper.

yodased

Legalized theft is a contradictory term. Cannot exist.

That being said, they even posted here that you were compensated for your lost time playing the game. That means you are not actually out any money, just your time that you actually didn't waste on a video game.

You should thank ZOS for allowing you to better yourself intellectually and financially by keeping you away from the distraction that is gaming.

The above sentence was completely sarcastic, but made as much sense as the original post.

kitsinni

Here is ZOS customer service ...

Serving you is a passion blah blah blah . This one thinks that this one blah blah blah

Copy/Paste reply

This one hope this has taken care of it.

Stratti

My view they are great.

Perphection

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

yodased

sigh this again.

Perphection

yodased wrote: »

sigh this again.

Absolutely this again. Some of us aren't pushovers, and refuse to settle for mediocrity. In this case however, I don't even know what to call it.. Mediocrity implies moderate quality, and I don't even think I can place "quality" and "ESO" together. It was tough to even put them in the same sentence there.

kitsinni

yodased wrote: »

sigh this again.

You must have never had to deal with customer support. If that is the case then congrats! I had an issue contacted customer support got a few copy/paste replies, then had to make a thread hear to coplain before anyone asked for some real info that had anything to do with my ticket. Sent in the report which I got no reply on for days, then I complained again finally someone picked it up looked at it the next day someone else replied and I basically started over. After it was transfered four more times to different people someone that actually knew what they were doing called me, we made some progress then when I tried to reply to them they were out the next few days so someone else finally got my ticket and helped me with it. It was like 8 days later and 7 customer service reps with multiple posts complaining before I got action.

Honeslty all these customer service replies with "this one thinks that this one blah blah" when you are asking for customer service you don't wan to roleplay you want your system to work.

yodased

Perphection wrote: »

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

I was specifically sighing about the above bolded comment, nothing else.

Perphection

Yep, I'm fully aware.

Fairydragon3

Perphection wrote: »

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

Their issue kept them physically out of the game, your issue affects a portion of the game. You only bought the game for PVP, but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes. If you feel that these are not being handled to your liking, You are 100% free to stop paying for said service

RazielSR

And the OP had to do this for ZOS to listen? At the beginning it was ok. I had good answers from ZOS and I was really happy with them. But now all that is gone. This is not working as intended anymore.

Perphection

Fairydragon3 wrote: »

Perphection wrote: »

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

Their issue kept them physically out of the game, your issue affects a portion of the game. You only bought the game for PVP, but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes. If you feel that these are not being handled to your liking, You are 100% free to stop paying for said service

Why do you feel the need to defend Zenimax? I'm so confused by how many White Knights there are in this game.

What REALLY made me laugh here is this "but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes." Where the hell have you been? LOL, what game are you playing that you get these "fixes", and "support"?

After reading that I think I understand why you're out White Knighting, apparently you're getting services most of us aren't.

Fairydragon3

Perphection wrote: »

Fairydragon3 wrote: »

Perphection wrote: »

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

Their issue kept them physically out of the game, your issue affects a portion of the game. You only bought the game for PVP, but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes. If you feel that these are not being handled to your liking, You are 100% free to stop paying for said service

Why do you feel the need to defend Zenimax? I'm so confused by how many White Knights there are in this game.

What REALLY made me laugh here is this "but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes." Where the hell have you been? LOL, what game are you playing that you get these "fixes", and "support"?

After reading that I think I understand why you're out White Knighting, apparently you're getting services most of us aren't.

sigh at no point was i defending Zenimax Online studios. Merly pointing out how these companies work. They have covered everything in ther legal documents, which evey person who wants to play must agree to.

I'm explaining the reasoning behind legal documents, and how these business practices work.

Animus0724

Perphection wrote: »

Fairydragon3 wrote: »

Perphection wrote: »

ZOS_EveP wrote: »

Hi @Rage_Ridden, could you PM us with your ticket number ? We have checked your tickets and it seems that all of them were responded and that a compensation for your lost gametime was even included with the most recent reply.

Where is my compensation? I bought this game to PvP, and you've made that impossible. I'm absolutely serious, where is it?

Their issue kept them physically out of the game, your issue affects a portion of the game. You only bought the game for PVP, but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes. If you feel that these are not being handled to your liking, You are 100% free to stop paying for said service

Why do you feel the need to defend Zenimax? I'm so confused by how many White Knights there are in this game.

What REALLY made me laugh here is this "but you still paid for, not just access to the servers, but access to support, and maintenance to implement fixes." Where the hell have you been? LOL, what game are you playing that you get these "fixes", and "support"?

After reading that I think I understand why you're out White Knighting, apparently you're getting services most of us aren't.

Those that understand what pressure feels like, stress at work, long work days, endless hours dealing with customer support, or has a little or more knowledge on programming/coding will defend Zeni.

Those who live in their mom's basement, under the age of 14, or generally an insecure individual with severe social problems will end up attacking those that deal with customer service.

Others are just sheep and do what everyone else is doing just so they can feel their lives have meaning.

Moral of the story: Shut the hell up unless you have the credentials, knowledge, or experience before you attack someone. If you must criticize, be constructive otherwise you're just wasting oxygen that can be used on a more intelligent individual.

LariahHunding

Honestly, when contacted, services is decent. Problem is that most of my bug reports/problems are "lost".

Fairydragon3

LariahHunding wrote: »

Honestly, when contacted, services is decent. Problem is that most of my bug reports/problems are "lost".

you mean "lost" as in unanswered? if those reports were submitted as bugs, then you wouldn't normal get a reply to those, I never have. A lot of people submit those, and not all are 100% correct. Normally they would have to be organized first, then investigated. basically bug reports usually are just little alerts saying "i don't think this is right" to the devs/testers

If you are seeking an answer you will want to use /help

stumpy999

Please don't confuse customer services with developers. Contacting CS to moan about a game play issue is about a useful as talking to a wall about your chances on Saturday night.

These guys do a good job within their remit.

Sadly they also have to face the customer with "this suks dankey ***" comments

If it's broken then raise a ticket, if you just want to vent about something you don't like then post

boomerfan2005

Fairydragon3 wrote:

if those reports were submitted as bugs, then you wouldn't normal get a reply to those, I never have...If you are seeking an answer you will want to use /help

Do they really get back to you? I used /help because the end of a questline glitched out stopping my progress. It said I should receive a response ">1Minute". After about 20 mins of /dance, /pushup, and /lute I decided to just abandon the quest and restart it. Trouble is it restarted the whole quest line! I actually like the game, but I think their help/support is a little to be desired.

LariahHunding

Fairydragon3 wrote: »

LariahHunding wrote: »

Honestly, when contacted, services is decent. Problem is that most of my bug reports/problems are "lost".

you mean "lost" as in unanswered? if those reports were submitted as bugs, then you wouldn't normal get a reply to those, I never have. A lot of people submit those, and not all are 100% correct. Normally they would have to be organized first, then investigated. basically bug reports usually are just little alerts saying "i don't think this is right" to the devs/testers

If you are seeking an answer you will want to use /help

I have had problems with this no matter what method.

JessieColt

RazielSR wrote: »

And the OP had to do this for ZOS to listen? At the beginning it was ok. I had good answers from ZOS and I was really happy with them. But now all that is gone. This is not working as intended anymore.

The OP didn't have to do this for ZOS to listen. As noted by the reply from ZOS_EveP, all of their tickets were replied to, and the OP was even compensated for the lost game time as a result of the issue.

Syrrisdevlin

you know personally ive found their customer support to be on the rise at first I was having the exact same problems being tossed around from on CSR to the next re explaining my problems one after another in emails, phone calls, even used in game support before they disabled it finally I got fed up started a email chain reposting every thing from one CSR to the next and eventually I found a CSR to help me solve the Unknown error crash that many players were having problems with.

even now to this day ive found CSR to be getting better the other day I put in a ticket CSR contacted me in game and let me tell you I was shocked they took the time to log in and whisper me, told me hey we know there is a problem im sorry there is nothing we can do about it at this time ill let you know when its fixed or we can find a work around, but you know even though they could not help me right then and there I was happy about it there is nothing better then having CSR take time to speak to you in game about a in game issue. then a few days later I get an email telling me they may have a work around and would like to know if I can log in later that night to test it out and sure enough they helped me with a work around to my problem so IMHO if they keep going the direction their headed id give them a 10/10 but im aware that's just my own experience and each as their own different experience

---

edit----
I forgot to say that before they contacted me in game I got the usual email saying try this try that and after I responded to that email a day later after trying their fixes the next day after I responded is when they contacted me

you know you gotta help them just as much as they help you ...you can just go oh I have a problem expect them to make it all go away some times you need to help them with the Who, what, when, where and if you can even possible whys and never hurts to offer some suggestions on how to help you solve the problem as long as it realistic and reasonable. When I was CSR my number one favorite thing to hear or ask was how I can make this better because then i have the problem and a solution that makes the person happy so all I have to do is get it approved my boss but again it has to be realistic and reasonable