What happened to ZOS' great support?

spoqster

And why is it so crappy now?

We used to get immediate bug report confirmation emails and the responses of customer support were marvelous and quick.

Now? Nothing. You submit a bug report and you get nothing back. There is no response and the bug is not fixed. Whether it is a missing vanity pet quest reward or simply a broken achievement. Nothing, nada, rien.

Is that because of the layoffs a few weeks back?

I don't know, but it certainly feels like I am talking to a hand.

Nestor

I don't know if I ever got a response back from a bug report. I think the screen even tells you to not expect a specific response. But it has been a while since I have read that all the way through.

I have submitted bug reports during the past two months and never got any response from ZOS on it.

spoqster

Nestor wrote: »

I don't know if I ever got a response back from a bug report. I think the screen even tells you to not expect a specific response. But it has been a while since I have read that all the way through.

I have submitted bug reports during the past two months and never got any response from ZOS on it.

Back when the game was first released a CS person called me back about an issue I had with wrongly counted skill point.

Now while it's clear that that type of attention is not scalable, the current void of darkness they are offering seems also a bit on the cost cutting side.

Nazon_Katts

Seems you got lucky in the beginning. I never found the support that impressive to be honest.

Nestor

I have called into CS since the layoffs and I get a call back in just a few minutes, so that part is still OK.

Drazhar14

If you want to be contacted by customer support, send a ticket through the website. I always get pretty quick response. In game bug reports never get replies from my experience.

PSLAnimal

bellanca6561n

First off, the support this game delivers is, far and away, the finest I have encountered in 30 years of online gaming. Always, invariably cordial, helpful and fast.

When I get that request to fill out a survey after each case is closed, the answer is always yes to both questions: did they handle my issue and am I satisfied. And in filling out the opened ended suggestion field I always say, "Whatever you do, don't mess with it."

I have many issues and I've exchanged a lot of email with the support team for this game.

I am seldom pleased and easily annoyed, particularly with wretched, entitled, pithed brained, whining sacks of refuse who post groundless, needlessly provocative, shrill, didn't get enough attention as children, faux adults and their need to complain.

Not that this particular gripe would apply to anyone here.

Aenra

you nailed it. They are still suffering from the immense round of layoffs; think a sea of sad people hurdled out by force, zappers and stunners in the hands of gleefully smirking maniacal enforcement officers.
You also need to consider that they are partial to the US server, and as such sub-par quality humanoid specimens such as us EU players are unworthy of their godly attention.
no wonder no GM logged into game just for you, personally, to thank you for your immense contribution.

game really is sinking

p.s. they have -never- got back to me, at all, in beta or live, in response to either bugs, or player reports (bot times). Never. Not from ingame tickets.

Kreetar

I have never submitted a bug report, but could imagine they get loads of them on a daily basis. I've messaged Support about my lag problem a few days ago and got not only a timely response, but someone who was extremely personable and hilarious to talk to. Following his directions, my problem was fixed very easily. I honestly wasn't expecting such a positive experience. I can only hope that others receive the same awesome treatment, and if not, realize that we are all only human.

jelliedsoup

The support is pretty average.

Deheart

jelliedsoup wrote: »

The support is pretty average.

I agree

It seems to me that the problems most people are having are that they are used to the high level launch bug support, when eso has now scaled down to standard MMO game support.

Aenra

the only negative i could provide is that this just one time i had to go through the stereotypical bot replies for my tickets, informing me that they are informed of my information, but could i please re-inform the new guy all over again

which has happened to me with blizzard, trion, turbine, bioware (swtor) and definitely Ncsoft. NC are the worse
here, this was just once. Big company, many people, many channels. You know and expect some degree of consequence due to that

but in terms of help? Feeling serviced? First game ever i actually track down a GM to write thanks in her profile page. If that tells you something

ers101284b14_ESO

They have been pretty good for me thus far so ummmm I dunno.

Razzak

Forum mods and people on other sites (Tamriel foundry, reddit) are responsible for CS now.

Wolfshade

For /bug, there never came anything back. For /help, well.

But yeah, here in the Forums and even the E-Mail Support, doesn`t react in the way they did a month ago. What happened? Are you all so busy at PTS?

Starwhite

A couple of weeks ago, the support helped me a lot and a game master supported me ingame, solved the reported problem. It was really nice !

Martinus72

Aenra wrote: »

you nailed it. They are still suffering from the immense round of layoffs; think a sea of sad people hurdled out by force, zappers and stunners in the hands of gleefully smirking maniacal enforcement officers.
You also need to consider that they are partial to the US server, and as such sub-par quality humanoid specimens such as us EU players are unworthy of their godly attention.
no wonder no GM logged into game just for you, personally, to thank you for your immense contribution.

game really is sinking

p.s. they have -never- got back to me, at all, in beta or live, in response to either bugs, or player reports (bot times). Never. Not from ingame tickets.

Thank you for making my day, just spat my coffee laughed so much.
Game is sinking because GM didn't personally log in to thank for reporting each bug.
Good one!

Crumpy

'Game has too many CS-issues for them to be able to keep up.

Elsonso

They used to pop out an automated email whenever an ingame report was filed. They stopped doing this quite some time ago, thankfully.

Each ticket is numbered sequentially on a daily basis. If they start at 1, they currently handle a couple thousand tickets per day. This is small compared to launch when some of my ticket numbers were up in the 40,000 range.

spoqster

Wolfshade wrote: »

For /bug, there never came anything back. For /help, well.

I don't recall if they originally replied to /bug reports or not. I was under the impression that they did, but I might have simply used the /help feature before. If they didn't, then my complaint is unjustified.

ers101284b14_ESO

spoqster wrote: »

Wolfshade wrote: »

For /bug, there never came anything back. For /help, well.

I don't recall if they originally replied to /bug reports or not. I was under the impression that they did, but I might have simply used the /help feature before. If they didn't, then my complaint is unjustified.

No they don't respond to /bug or reporting of people. But /help should get a gm in contact with you but it sometimes takes a while.

ZOS_TristanK

Hey, @spoqster. Our Support Team is still here and happy to help! We would like to confirm what @ers101284b14_ESO mentioned: our support team does not reply to bug reports (reports that are submitted using the /bug command). That said, we do read them (yes, all of them) and they are very important for the dev team when tracking and squishing bugs.

Our Support Team does reply to tickets sent using the /help command in-game or tickets submitted from our website. If you need to get in touch with our Support Team about an issue, /help is the best way to do so.

spoqster

ZOS_TristanK wrote: »

Hey, @spoqster. Our Support Team is still here and happy to help! We would like to confirm what @ers101284b14_ESO mentioned: our support team does not reply to bug reports (reports that are submitted using the /bug command). That said, we do read them (yes, all of them) and they are very important for the dev team when tracking and squishing bugs.

Our Support Team does reply to tickets sent using the /help command in-game or tickets submitted from our website. If you need to get in touch with our Support Team about an issue, /help is the best way to do so.

Ok. Thanks for clearing that up!

theyancey

I haven't had many tech problems with ESO but the times that I have were dealt with quickly, professionally, and with great humor. I have used phone, e-mail, and i game GM help. They obviously play the game and we were able to chat about the lore.

Bug reports are a different breed of skeever though. That is just me alerting them about an in game problem. I do not expect answers from that.

spoqster

theyancey wrote: »

I haven't had many tech problems with ESO but the times that I have were dealt with quickly, professionally, and with great humor. I have used phone, e-mail, and i game GM help. They obviously play the game and we were able to chat about the lore.

Bug reports are a different breed of skeever though. That is just me alerting them about an in game problem. I do not expect answers from that.

Yeah, the support I got via /help was always very good.

Tandor

I would never expect to get a response to a bug report in this or any other MMO, other than hopefully the fixing of the bug!

In relation to support tickets, however, I was asked on the support forum to send in a ticket last night. The process involved an indication that I should expect to receive a reply within a day, and sure enough an hour or two later I was sent a detailed reply. I can't fault that!

Mordria

With every in game issue I've ever had support responded quickly and fixed what ever problem I was having.

Preyfar

ZOS_TristanK wrote: »

Hey, @spoqster. Our Support Team is still here and happy to help! We would like to confirm what @ers101284b14_ESO mentioned: our support team does not reply to bug reports (reports that are submitted using the /bug command). That said, we do read them (yes, all of them) and they are very important for the dev team when tracking and squishing bugs.

Our Support Team does reply to tickets sent using the /help command in-game or tickets submitted from our website. If you need to get in touch with our Support Team about an issue, /help is the best way to do so.

Just a thought, but perhaps a UI element could be added to clarify this on the /bug page. I've often wondered why I never got responses or confirmations (e.g. did my report even go through?). Adding a little UI disclaimer on the /bug page would help clarify that.