Customer service

theyancey

It is human nature to attend only to the negative. Far fewer share the positive than spew volcanically about every little bump in the road. This is not confined to Internet postings. It was this way back when people had to hand write letters to the editors of print newspapers. For purposes of balance I will relate my experience yesterday.

I used the in-game help tool to report a couple of problems I was having. Within 15 minutes Catarina replied via the help screen apologizing for interrupting my gaming but wanting to help with my issues. Her attitude was friendly, helpful, and supportive. She was knowledgeable both of the game's technical mechanics and of the game's lore. She confirmed the state of my problems, diagnosed them, and offered fixes. The entire process took less than five minutes and she closed with ES style banter. I was left feeling like I had been helped by a trusted guild mate who knew the game and was having as much fun as I am instead of simply someone doing their job.

In the past I have done consulting work where I have trained people in customer service techniques. I still do some mystery dinning type work focused on giving franchise owners a customer's eye view of experiences in their business. My interaction with Catarina yesterday would have resulted in a grade of A. Good work ZOS and keep it up!

smeeprocketnub19_ESO

Yea I have yet to have a bad experience with CS. They always seem very nice and helpful.

seanolan

I have never had a rude experience with CS. I have had several experiences though where the CS agent clearly knew nothing about the situation and was trying to BS his way through it, or where the CS agent had not read the ticket even cursorily and answered me with a stock answer that had nothing to do with my issue. I'm about 50/50 on them at the moment.

kherzaheb17_ESO

Customer service is good but sometimes they are ignoring problems like some1 insulted you as person and to your race.( i mean i got insulted from some1 ) They didn't give a heck about it. It is not cool for a player and for a human being.

Kalman

kherzaheb17_ESO wrote: »

Customer service is good but sometimes they are ignoring problems like some1 insulted you as person and to your race.( i mean i got insulted from some1 ) They didn't give a heck about it. It is not cool for a player and for a human being.

Honestly, I would have done the same. Ignored you. Who cares if someone insulted you in a game, let it go man/woman. Don't take that crap seriously or you just let that random *** win. People need to have thicker skin and not let their butt hurt so easily.

nerevarine1138

kherzaheb17_ESO wrote: »

Customer service is good but sometimes they are ignoring problems like some1 insulted you as person and to your race.( i mean i got insulted from some1 ) They didn't give a heck about it. It is not cool for a player and for a human being.

How were you ignored?

If you report someone for an in-game chat violation, that ticket is investigated and appropriate action is taken.

Csub

I myself contacted them like 4-5 times, always got in touch with a CS member and got my problem fixed in an hour. 2 of my friends also needed to contact them, same results. Some of these were on Saturday nights. So far I am very satisfied with their Customer Service.

seanolan

Kalman wrote: »

kherzaheb17_ESO wrote: »

Customer service is good but sometimes they are ignoring problems like some1 insulted you as person and to your race.( i mean i got insulted from some1 ) They didn't give a heck about it. It is not cool for a player and for a human being.

Honestly, I would have done the same. Ignored you. Who cares if someone insulted you in a game, let it go man/woman. Don't take that crap seriously or you just let that random *** win. People need to have thicker skin and not let their butt hurt so easily.

Ladies and gentlemen, a perfect example of the bystander effect in action. Google it if you don't know what it is.

Eirikur

I've only needed to report one problem so far, which I did by email. It was an account issue. I received feedback about the issue being resolved within an hour, and it was.

AlienSlof

The OP is right, people often only feel motivated to comment when it's a complaint. My one dealing with the CS (Razak's spider) was not only speedy and positive, but done with humour on both our parts - the lady dealing with it and I shared a little fun banter between us. we had a few laughs about spiders in general!

My view: treat them like human beings and with respect, and you are more likely to get a speedy and positive resolution. A little respect and humour goes a long way.

rbenkepub19_ESO

I called CS to get help with an account problem. If you call them, you get an automated message asking you to leave a call-back number, and they'll call you when it's your turn. They called me back in less than 5 minutes. After talking to them, there was still a small problem with my account, and we corresponded via e-mail to get that worked out. I wrote them twice, and each time they wrote back within a few minutes. When all was said and done, my problem was solved, with no hassles. It was an entirely positive experience.

kherzaheb17_ESO

Kalman wrote: »

kherzaheb17_ESO wrote: »

Customer service is good but sometimes they are ignoring problems like some1 insulted you as person and to your race.( i mean i got insulted from some1 ) They didn't give a heck about it. It is not cool for a player and for a human being.

Honestly, I would have done the same. Ignored you. Who cares if someone insulted you in a game, let it go man/woman. Don't take that crap seriously or you just let that random *** win. People need to have thicker skin and not let their butt hurt so easily.

it is became harassment for me and my guild. So if i ignored him i couldnt able to see what was he saying about my guild , guildies and me. So it was very personal harassment , still it is.