Lack of Response from Support Team

derek.simon00ub17_ESO

Quick post seeking anyone who has sought support since the release of "Tamriel Unlimited ... I have request support on as many as three quest bugs among other issues with regard to the new release and have yet to receive a single response from the team. I am simply beginning to wonder if there is a support team at this point. Any help would be appreciated, and I DO mean help, not some forum junkie looking to fulfill their everlasting need to support Zenimax. I am legitimately not looking for agreement or anything of the sort, but if anyone has a similar issue I would like to hear it, if anyone has the opposite impression of the new release please post also

[Moderator note: This topic title has been edited due to our community rules on Bashing]

Islyn

I had an issue 3 days ago and yesterday a Gamesmaster popped up in chat and sorted it. Even though it was actually me being a derp.

derek.simon00ub17_ESO

gotta love how zen replies to 2 more recent forum posts but cannot still answer my tickets. so much cringe i cannot fathom

Rair.Kitani

if you send /bug you wont recieve an answer. if you want feedback use /feedback.
That said, for my ticket at the beginning of the week I had an answer in less than 12h

derek.simon00ub17_ESO

i must've said something 7-8 months ago to *** them off. cuz im pretty sure im just being ignored at this point

WhimsyDragon

derek.simon00ub17_ESO wrote: »

gotta love how zen replies to 2 more recent forum posts but cannot still answer my tickets. so much cringe i cannot fathom

The people moderating the forum are the not the same people answering tickets so that's irrelevant. My guess would be that right now the CS team is absolutely flooded with reports.

derek.simon00ub17_ESO

That had occurred to me. I just found it silly they would have forum support readily available and other in-game/tech support completely lacking.

Ashigaru

derek.simon00ub17_ESO wrote: »

Quick post seeking anyone who has sought support since the release of "Tamriel Unlimited ... I have request support on as many as three quest bugs among other issues with regard to the new release and have yet to receive a single response from the team. I am simply beginning to wonder if there is a support team at this point. Any help would be appreciated, and I DO mean help, not some forum junkie looking to fulfill their everlasting need to support Zenimax. I am legitimately not looking for agreement or anything of the sort, but if anyone has a similar issue I would like to hear it, if anyone has the opposite impression of the new release please post also

Wonder if its like EQ and you have to be a subscriber to get support

WhimsyDragon

derek.simon00ub17_ESO wrote: »

That had occurred to me. I just found it silly they would have forum support readily available and other in-game/tech support completely lacking.

Well like many other businesses, team members usually aren't interchangeable. They each have their processes and stuff, so when CS gets bogged down, there's no one to help them sort through it faster and the forum mods just keep doing what they do. It's also possible that a lot of people are having the same issue as you and it needs to be sorted out internally first. Who knows. I wouldn't assume they've ignored you when it's only been a few days though, as frustrating as it may be to patiently wait.

Ashigaru wrote: »

Wonder if its like EQ and you have to be a subscriber to get support

I doubt it since I haven't heard that... I think they'd mention it as a perk even if subs got expedited support. Quite frankly though, ignoring new players right now would not be in their best interest to keep them around so I'm going to assume that it's more an issue of ticket influx due to player influx.

Rune_Relic

derek.simon00ub17_ESO wrote: »

Quick post seeking anyone who has sought support since the release of "Tamriel Unlimited ... I have request support on as many as three quest bugs among other issues with regard to the new release and have yet to receive a single response from the team. I am simply beginning to wonder if there is a support team at this point. Any help would be appreciated, and I DO mean help, not some forum junkie looking to fulfill their everlasting need to support Zenimax. I am legitimately not looking for agreement or anything of the sort, but if anyone has a similar issue I would like to hear it, if anyone has the opposite impression of the new release please post also

Did you /bug (no response) or did you /help (response) ?

fromtesonlineb16_ESO

Adoryn wrote: »

derek.simon00ub17_ESO wrote: »

gotta love how zen replies to 2 more recent forum posts but cannot still answer my tickets. so much cringe i cannot fathom

The people moderating the forum are the not the same people answering tickets so that's irrelevant. My guess would be that right now the CS team is absolutely flooded with reports.

There's a banner on the ticket web page saying at present there's a 3-5 day delay in processing tickets.

nerevarine1138

It's odd that you ignored a post earlier that pointed to a possible reason for the delay.

Did you report a bug or submit a ticket?

derek.simon00ub17_ESO

What post? nerev..

Maidenname

For many of us who are old veterans from LOTRO, we have been enjoying almost instant or An hour to get response from the GM while still in the game whether it's in a dungeon, raid or open world. I have also made an error selling my stuff to NPC vendors in Moria once which included some rare drop (before the lock items system) and was lucky gotten the GM respond to fix the unintended mistake. So, yea, we were very disappointed when we came over to ESO and discovered such immediate response in LOTRO, DO NOT exist here in ESO .... Probably the number of players here in ESO are many times more and the number of staffs assigned to ingame customer support here is way less compared to LOTRO . There is no Gandalf here looking after us

But on the other hand I can't imagine with the tons of lag issues and bugs everywhere, how many staff must be hired in the customer support to give each and everyone an immediate response.... I think never....for now...

Necrelios

One of my hobbies is reporting bugs, such as floating terrain or objects, and coming back to see how long it takes them to get fixed. It's a good audit of the bug response process. I really do like a game that cares about fixing things quickly. Other games I've stopped playing simply because they just no longer cared to fix things, even simple things like floating terrain or objects. I'm currently away from game, but I've got my "eye" on some bugs I've reported so we'll see when I get back if these have been tackled in a timely manner or not.

ZOS_GaryA

Hey there folks,

We definitely understand how frustrating it is to submit a ticket and not receive a response for an extended period of time.

As @fromtesonlineb16_ESO mentioned, we've placed a new banner on the support site to indicate that our ticket volume is currently higher than expected, and the average response time is between 3-5 days. Rest assured that our support team is working around the clock to address every ticket that has been submitted.

That said, for in-game issues, there are a few places on the forums where you can receive help from other players, or find a topic that suits exactly what you're looking for. We encourage you to check out the Players Helping Players section and the General Help section for your in-game support needs, and the PC/Mac tech support boards for tech support on your specific platform. We do monitor these sections and do our best to reply to as many threads as we can, but the forums have become more active as well and require us to be in a lot of different places at once.

Thanks so much for your patience and understanding.

nerevarine1138

derek.simon00ub17_ESO wrote: »

What post? nerev..

This one:

Rair.Kitani wrote: »

if you send /bug you wont recieve an answer. if you want feedback use /feedback.
That said, for my ticket at the beginning of the week I had an answer in less than 12h

Ticket response time is generally quite fast. But if you submit it as a bug report, you won't receive a response.

derek.simon00ub17_ESO

Devs can close this Please.. i got my response from gary(dev) that i really cared about. they can't help me essentially (whatever) .. and the whole 3-5 day thing is irrelevant because my first ticket was posted well over 5 days ago, on the 16th to be precise. SO yea no, enough of that cover up nonsense. Thanks for replies

vyndral13preub18_ESO

I know this really has nothing to do with actual customer service, but im still surprised that there is no automated reaponse. Hey we got your tocket thanks, we will help uou as soon as we can, sorry for the wait.

You just float in limbo.

nerevarine1138

derek.simon00ub17_ESO wrote: »

Devs can close this Please.. i got my response from gary(dev) that i really cared about. they can't help me essentially (whatever) .. and the whole 3-5 day thing is irrelevant because my first ticket was posted well over 5 days ago, on the 16th to be precise. SO yea no, enough of that cover up nonsense. Thanks for replies

Just out of curiosity, what was the bug you encountered?

Most quests have been running fairly smoothly, and the forums can be a good source for player help.

derek.simon00ub17_ESO

I didn't use /bug i went to Help in game (F1) went to left tab for "ask for help" then selected Game Play then under the tab problem with quest (honestly i dont remember the quest, this was a over a week ago.. something to do with moonmount in reapers marsh, quest giver wasnt showing up) That's a bug if u ask me. but i didn't submit it as a bug, i did as i just said

derek.simon00ub17_ESO

posted a few other tickets since, which is what i'm really frustrated about. but that's not the point of the post. the point is i've been waiting over a week and haven't received so much as a carrier pigeon ffs

Djem

I made a ticket this week. It was responded to within two days.

derek.simon00ub17_ESO

Djem wrote: »

I made a ticket this week. It was responded to within two days.

i swear they have an ignore list or something. i must have pissed them off months ago

Chillic

derek.simon00ub17_ESO wrote: »

Devs can close this Please.. i got my response from gary(dev) that i really cared about. they can't help me essentially (whatever) .. and the whole 3-5 day thing is irrelevant because my first ticket was posted well over 5 days ago, on the 16th to be precise. SO yea no, enough of that cover up nonsense. Thanks for replies

At least you got help. My ticket was 2 weeks ago. They are investigating something that needs no investigation. I bought a horse for 42K cause the description implies that it would benefit your carrying skill. Submitted a ticket for a refund since 42K for an appearance is ridiculous. Not sure what there is to investigate. I have even referenced it in the forums... nothing.

derek.simon00ub17_ESO

Chillic wrote: »

Submitted a ticket for a refund since 42K for an appearance is ridiculous.

This part makes no sense. Otherwise sry about that nonsense, sucks. At least they responded

derek.simon00ub17_ESO

derek.simon00ub17_ESO wrote: »

[Moderator note: This topic title has been edited due to our community rules on Bashing]

Also Mod gary refuses to respond to this despite my inquiry.. He didn't change anything in my original post despite saying he edited it. Simply made it look like I bashed them originally. So you decide..

ZOS_AlanG

We understand that it's frustrating when it takes support several days to respond to a ticket, but this does not excuse breaking the forum rules on bashing, or discussing moderation. As noted in the opening post, it was edited to change the title, which was baiting and inappropriate.

It's fine to be critical on the forums, but posts need to be kept civil and constructive. Due to the ongoing issues in this thread, we are locking it.