Thank you ESO CS.

Mortuum

This post purpose is simple. It is to thank all guys from CS for their work, patience and support.

Why? Long story short: yesterday I have bought ESO 60 days time card. Problem with it was, that the silver paint/cover was so strong that removing it damaged the code itself. I have used time cards before, so it was not my fault. For your amusement guys, there is picture of my card:



So, went back to GameStop, they said they wont do anything and I have to contact ESO CS. So I did. Quite few CS agents were involved into this case, and they asked for picture of damaged card.
This is what I have found in my mail today:

Response By Email (Cory) (07/02/2014 07:27 AM)
Good morning Mortuum!

Thank you for your patience as we look into this matter. We apologize for the inconvenience that this has caused and we hope to provide you with a reasonable explanation.

Mortuum I have applied two 30 day codes to your account (********************), and (********************), which can not be used again. This is a one time courtesy application as I do see how this can be a hassle to you.
Please make sure that when you purchase these game cards in the future that you demand the third party retailer to rectify the situation because they are the ones who make profit off of these cards not Zenimax.

This is top professional CS support for me especially that Cory mentioned it is not Zeni who is earning cash from cards. Of course I have paid for it, but based on what you can read, they could just told me ''sorry cant do anything''.

So again, thank you CS team for your help. All of you, as it is not first time I have used ESO CS, but special thanks goes to those involved in my case, as I simply want to thank you guys:

-John Sundays (Joao)
-Genaro (lovely RP mail, may sun shine on your scales mate)
-Katharine (Rin)
-Cory
-Nicholas

If maybe @ZOS_JessicaFolsom or @ZOS_GinaBruno could let those guys know about this post please? It is my only way to thank them all as each mail was answered by different person and i doubt they work together?

No matter it happen or no, ESO CS is top quality team. Before trolls wake up and start as usual: maybe next time try to be nice and polite in your CS requests and it will be different?
A lot people complain about CS and copy/paste answers, I never had any and I have contacted CS about 15 times so far. Never had any
When my friend left game and mailed me 400k gold+loads of gold/purple upgrade mats, recipes and rare craft materials I was unsure what to do with all gold spammers around. One ticket and I had answer 20 mins later:we have checked your account, your friend account, there is nothing wrong with both, so you can just accept mails and enjoy your wealth, tho we are sorry to hear your friend left game...Can be any better? No, except loosing friend...

Anyway, a really big thanks to ESO CS, for all your patience, professionalism and dedication to help your customers.
Keep us good work you are doing guys

PS. Please dont troll this post, even if your experience with CS was different. I simply want to thank those guys, nothing else, and show others that it is worth to ask for help when you need it. If you really think i am blind idiot fanboy, fair enough, everyone is entitled to their opinions. But seeing so much negativity towards Zeni and their CS, I just want to show that it is not always bad experience.

Mortuum

Edit:forget 1 CS member name

KBKB

Lovely post, defs better than the hate mail they often receive here.

stefan.gustavsonb16_ESO

I have never had anything but nice experiences with CS when I have dealt with them directly, and I am always making an effort to stay polite and friendly when communicating with individuals, even if I am frustrated. They are doing their job well, or at least well enough. (It's hard to do a "good" job in support if the product you are supporting is broken and none of your efforts actually help.)

The management, and probably to some extent the developers, have put CS in a tough situation and flooded them with tickets, but so far, I have seen nothing but quality work from CS in handling even the flames and toxicity in a polite, professional and positive manner.

Good job! Let's hope we can get the problems with this game fixed.

Mortuum

Could not say that better myself @stefan.gustavsonb16_ESO. We all know game has flaws, bugs etc, and CS guys are having hard time with it sometimes/most of times.
But how many of hate/flame posts comes from people who sent tickets like ''WTF you idiots fix it i lost bank space/achievement, omg nuubs devs i was killed by op class fix nao'' etc etc? My guess is most, impatient and impolite kids requesting ''fix nao'', having no idea that CS have nothing to do with devs.
I will repeat myself again, it is new game, and new to MMO company. Take it, or leave it. I do too deal with bugs, I am mostly PVP player, recent problems with FPS in Cyro made me swear like a drunk sailor. Start of new campaigns and it was some experience to keep playing/reloging every 10 minutes. But devs are working on it, 2 patches so far, it is way better. It means there is PROGRESS. Anyone who cant understand that is new to MMOs and have no idea how such a project work.
In all my gaming years there is, or rather was, only one company with CS which can be compared to ESO team. Early CodeMasters and LOTRO EU servers. Those guys were amazing. I still remember sitting on roof of Bree stables with GM for 2 hours, just to translate between him and my friend who got renamed. Or doing RIFT(Balrog) fight with GM when it was bugged and Overseer was impossible to kill, so GM was with us for 2 hours, only helping when he got bugged.
Point is guys, dont mistake devs with CS, and dont flame team which is here to help you IF they can. They cant fix game bugs, exploits. This is devs job, not CS. But if you need help, CS is there for you, and if you ask nicely, they will help you out.