Customer support problems

dzsonni

Dear ESO:TU support and community,

I would like to ask for your honest opinion about the case of my friend, who for the past week has been trying to throw his money at you without success.

Short story so far:
He pre-ordered ESO back in the days and upon launch requested a refund for obvious reasons we all know. All went well. Now, upon launch of Tamriel Unlimited, w/out the sub fee, he decided the game deserve another chance and wanted to play. He knew very well that he would need to buy the game again and that posed no problem. The problem is that Zenimax only disabled his account when they gave him a refund, his email is in use, his character name is in use. What he wanted to inquire about is the process to reclaim his account with a new purchased game. Here is CS answer:

Friend:

"I asked for a refund during the headstart around a year ago. Now when I try to log in it says "Account has been disabled", which makes perfect sense.
I would like you to activate/enable my account again, because I would like to buy the game again."

CS:

"Thanks for contacting the Elder Scrolls Support Team, my name is <removed> and I would be happy to assist you. After reviewing your account I noticed that you have requested a refund almost a year ago. In order to play again you will need to repurchase the game."

Now without wanting to sound like a ***, is reading not a requirement for CS? I mean your CS response is basically copy paste form his ticket, how do you expect to solve problems like this?

These things really get to me.

BR,
dzsonni

fromtesonlineb16_ESO

To be honest CS is so overloaded with real problems I don't blame them. In this case your friend caused his own problem by demanding a refund simply because he'd changed his mind about buying the game. I have no idea what 'reasons' you're referring to, a large number of players went through that time, as I did, and still play.

He got one, more than he deserved IMO, and his account got canceled. As I see it he brought in on himself so this ticket is simply wasting CS time dealing with real problems IMO.

SLy_Kyti

I agree that the auto CS responses and even the non-auto ones are very very poorly done sometimes. You KNOW they didn't read it, just scanning and putting in a simplistic response. A non response. Fruuuuustrating.
But hitting the monitor does no good, nor shouting at it, sadly... Did you NOT read what I just wrote? ARGHH...Do you not see the words coming out of my computer!?!?

I Have however, found, that being unwilling to give up, asking to speak to someone, gets awesome results. Every time I've spoken to some one at ZOS, a game manager, I have disconnected the call smiling. They get it. They get it dun.
AND if you are lucky to be "in game" when one whispers to you whilst you have a problem? Fixed. Presto changeo.

Now back to the email or in game support tickets>> level one> not good. Lame. Like my school report card notes: "room to improve".

dzsonni

fromtesonlineb16_ESO wrote: »

To be honest CS is so overloaded with real problems I don't blame them. In this case your friend caused his own problem by demanding a refund simply because he'd changed his mind about buying the game. I have no idea what 'reasons' you're referring to, a large number of players went through that time, as I did, and still play.

He got one, more than he deserved IMO, and his account got canceled. As I see it he brought in on himself so this ticket is simply wasting CS time dealing with real problems IMO.

I am sorry but what is a real problem to you? Cause in my opinion not being able to use your account, or even so your own email to register to a service when the account BELONGS to you is a real problem.

Do I have to explain the problems with game launch? Progress breaking bugs, lots of missing features that were promised several times. I am not saying they weren't fixed, but some people expect a car when they are promised a car not a motor and 4 wheels taped together.(exaggeration ofc)

But you made me quite curious what IS a real problem in your opinion.

dzsonni

SLy_Kyti wrote: »

I agree that the auto CS responses and even the non-auto ones are very very poorly done sometimes. You KNOW they didn't read it, just scanning and putting in a simplistic response. A non response. Fruuuuustrating.
But hitting the monitor does no good, nor shouting at it, sadly... Did you NOT read what I just wrote? ARGHH...Do you not see the words coming out of my computer!?!?

I Have however, found, that being unwilling to give up, asking to speak to someone, gets awesome results. Every time I've spoken to some one at ZOS, a game manager, I have disconnected the call smiling. They get it. They get it dun.
AND if you are lucky to be "in game" when one whispers to you whilst you have a problem? Fixed. Presto changeo.

Now back to the email or in game support tickets>> level one> not good. Lame. Like my school report card notes: "room to improve".

Not one person got angry here, it is just disappointing. Just think about it like this: If they read it in full they could have deleted the account and he could just register again, and several days worth of waiting and persisting has been reduced to 5 minutes. This is why CS is overloaded. This was a 5 minute issue, hell he got the refund on the spot with no questions asked, and that seems to be a bit more serious of a matter.

I happened to have the same problems with another non-game service and we exchanged 7 replies with support until someone actually responded to my question, they kept sending me answers from their faq and I was like really -.-

fromtesonlineb16_ESO

dzsonni wrote: »

fromtesonlineb16_ESO wrote: »

To be honest CS is so overloaded with real problems I don't blame them. In this case your friend caused his own problem by demanding a refund simply because he'd changed his mind about buying the game. I have no idea what 'reasons' you're referring to, a large number of players went through that time, as I did, and still play.

He got one, more than he deserved IMO, and his account got canceled. As I see it he brought in on himself so this ticket is simply wasting CS time dealing with real problems IMO.

I am sorry but what is a real problem to you? Cause in my opinion not being able to use your account, or even so your own email to register to a service when the account BELONGS to you is a real problem.

The account BELONGS to ZOS even when you buy the game, read the EULA/TOS.

That said, in this case he DIDN'T pay to even make use of it, he demanded a refund for some unspecified reason and got one, so he even relinquished nominal 'ownership' of it.

dzsonni

fromtesonlineb16_ESO wrote: »

dzsonni wrote: »

fromtesonlineb16_ESO wrote: »

To be honest CS is so overloaded with real problems I don't blame them. In this case your friend caused his own problem by demanding a refund simply because he'd changed his mind about buying the game. I have no idea what 'reasons' you're referring to, a large number of players went through that time, as I did, and still play.

He got one, more than he deserved IMO, and his account got canceled. As I see it he brought in on himself so this ticket is simply wasting CS time dealing with real problems IMO.

I am sorry but what is a real problem to you? Cause in my opinion not being able to use your account, or even so your own email to register to a service when the account BELONGS to you is a real problem.

The account BELONGS to ZOS even when you buy the game, read the EULA/TOS.

That said, in this case he DIDN'T pay to even make use of it, he demanded a refund for some unspecified reason and got one, so he even relinquished nominal 'ownership' of it.

Sorry to say this to you but the account belongs to you based on the ToS and EulA, and consequently you are held responsible for what you do with it.

What you are talking about is that you do not OWN the account or associated data. Just like for creditcards, the card belongs to you but it is the property of the bank.

And he did pay for the game, but right now to buy the game and then not be allowed to register an account would be very risky .

ronald58

dzsonni wrote: »

Now without wanting to sound like a ***, is reading not a requirement for CS? I mean your CS response is basically copy paste form his ticket, how do you expect to solve problems like this?

These things really get to me.

BR,
dzsonni

This is a general CS problem. It tells you that CS is either overloaded, understaffed or, when outsourced, underpaid.

ZOS_MollyH

Greetings folks.

While we understand that this is a frustrating issue, and we welcome discussion from all points of view, let's please try to keep things from turning to personal attacks!

@dzsonni - Your friend should be able to repurchase the game, and use their original login userID and password to log in at account.elderscrollsonline.com to apply the new game key.

If they are unable to log in to this account, please make sure they contact our Terms of Service department for discussion of potential action that has been taken on the account.

If you or your friend have the ticket number, we will be happy to check on the status of the ticket that was submitted.

dzsonni

ZOS_MollyH wrote: »

Greetings folks.

While we understand that this is a frustrating issue, and we welcome discussion from all points of view, let's please try to keep things from turning to personal attacks!

@dzsonni - Your friend should be able to repurchase the game, and use their original login userID and password to log in at account.elderscrollsonline.com to apply the new game key.

If they are unable to log in to this account, please make sure they contact our Terms of Service department for discussion of potential action that has been taken on the account.

If you or your friend have the ticket number, we will be happy to check on the status of the ticket that was submitted.

Question Reference # 150325-000238

Wonderful. That was the perfect response for the original question in place.
Thanks @ZOS_MollyH

dietlime

dzsonni wrote: »

Dear ESO:TU support and community,

I would like to ask for your honest opinion about the case of my friend, who for the past week has been trying to throw his money at you without success.

Short story so far:
He pre-ordered ESO back in the days and upon launch requested a refund for obvious reasons we all know. All went well. Now, upon launch of Tamriel Unlimited, w/out the sub fee, he decided the game deserve another chance and wanted to play. He knew very well that he would need to buy the game again and that posed no problem. The problem is that Zenimax only disabled his account when they gave him a refund, his email is in use, his character name is in use. What he wanted to inquire about is the process to reclaim his account with a new purchased game. Here is CS answer:

Friend:

"I asked for a refund during the headstart around a year ago. Now when I try to log in it says "Account has been disabled", which makes perfect sense.
I would like you to activate/enable my account again, because I would like to buy the game again."

CS:

"Thanks for contacting the Elder Scrolls Support Team, my name is <removed> and I would be happy to assist you. After reviewing your account I noticed that you have requested a refund almost a year ago. In order to play again you will need to repurchase the game."

Now without wanting to sound like a ***, is reading not a requirement for CS? I mean your CS response is basically copy paste form his ticket, how do you expect to solve problems like this?

These things really get to me.

BR,
dzsonni

Just use a different email address, jesus. Just make a Gmail account for the game.

I could have solved this five time sin the amount of time you spent making that post.

dzsonni

dietlime wrote: »

dzsonni wrote: »

Dear ESO:TU support and community,

I would like to ask for your honest opinion about the case of my friend, who for the past week has been trying to throw his money at you without success.

Short story so far:
He pre-ordered ESO back in the days and upon launch requested a refund for obvious reasons we all know. All went well. Now, upon launch of Tamriel Unlimited, w/out the sub fee, he decided the game deserve another chance and wanted to play. He knew very well that he would need to buy the game again and that posed no problem. The problem is that Zenimax only disabled his account when they gave him a refund, his email is in use, his character name is in use. What he wanted to inquire about is the process to reclaim his account with a new purchased game. Here is CS answer:

Friend:

"I asked for a refund during the headstart around a year ago. Now when I try to log in it says "Account has been disabled", which makes perfect sense.
I would like you to activate/enable my account again, because I would like to buy the game again."

CS:

"Thanks for contacting the Elder Scrolls Support Team, my name is <removed> and I would be happy to assist you. After reviewing your account I noticed that you have requested a refund almost a year ago. In order to play again you will need to repurchase the game."

Now without wanting to sound like a ***, is reading not a requirement for CS? I mean your CS response is basically copy paste form his ticket, how do you expect to solve problems like this?

These things really get to me.

BR,
dzsonni

Just use a different email address, jesus. Just make a Gmail account for the game.

I could have solved this five time sin the amount of time you spent making that post.

You do realize if that was an option we wouldn't be here

When something is broken try to fix it first.

@ZOS_MollyH So he bought the game, and he got a reply to the ticket stating:I checked your account setup as well and you have only an Elder Scrolls Online Beta account meaning you will need to buy the game and register the key on your account before being able to play on the updates/ upgraded content.

But when he tries to log in: "account has been disabled".

dzsonni

Problem solved