Has ZOS support ever actually helped anyone?

Road2insanity777

Just got emailed a reply to my 3rd ticket. Like the other 2, the email just just full of copy pasted advice not even remotely relevant to the ticket. Has anyone ever actually had a preoblem resolved by this system???

AriBoh

Yes

I deleted my gold pants of the seducer by accident instead of unequipping them, took 2 days but the item was restored even though it was me being an idiot. Dunno if this is what you mean but meh.

Grunim

Yes

I've been helped successfully by Support several times. I file a ticket, wait for their email and respond through that email. I understand that if you file multiple tickets it tends to slow them down. They are probably flooded by all sorts of things with the large influx of new and returning players.

I hope they can help you soon.

Samadhi

Yes

Support has helped me a number of times for a variety of issues.

Road2insanity777

No

Grunim wrote: »

I've been helped successfully by Support several times. I file a ticket, wait for their email and respond through that email. I understand that if you file multiple tickets it tends to slow them down. They are probably flooded by all sorts of things with the large influx of new and returning players.

I hope they can help you soon.

Holding my breath

Omenpapa

Yes

They fixed my disabled account, but that took around 12 days and i sent like 9 tickets about it.

At start I received copy/pastes too, a lot, but sooner or later the miracle happens.

Just for laugh a TLDR version of 1 of my old ticket/their answer:

My old ticket: my account is disabled, i want to buy the game again, pls unlock the account so I can do that.
Their answer: In order to play the game again, you have to buy the game again.

So yea, I know the feeling.

Goldie

No

I was just on hold for 3 hours trying to contact support because the e-mail they sent to me told me to do a fresh boot on my router to fix a video card issue. Right at the 3 hour mark the call was terminated from ZOS end. I am beyond frustrated at this point, but what can you do...

Back to the e-mails I guess...

Cendrillion21

Yes

Yes, they replaced items for me within ~15 minutes of sending the ticket in....was startled at the quick turn around. This was months ago, no doubt things are slower now with all the new/returning players.

Ezareth

No

darkknightfkb16_ESO wrote: »

I deleted my gold pants of the seducer by accident instead of unequipping them, took 2 days but the item was restored even though it was me being an idiot. Dunno if this is what you mean but meh.

Funny, when I submitted a ticket for something similar (accidentally equipped a Band of the Shadowwalker when I tried to link it) they said they couldn't make it unbound for me.

Multiple game bugs submitted, not a single one of them have been fixed yet going back all the way to data.

The Copy Paste stuff gets really annoying.

To top it off my account was actually *Banned* for hacking despite the fact I did no such thing ever. The email I received was very impersonal and nondescriptive, my email appeal was "Denied" due to non-existent evidence and even when I called ZoS Support I was told that the support there can't help me only a specialized team can and to "email" them.

Finally my account was randomly unbanned with no real explanation on what their mistake was. The guy I talked to on the phone was nice enough but the copy-paste responses from people I received really irritate me. At least their support isn't ESL. They have that going for them.

NewBlacksmurf

Yes

They had good intentions but in the end the issues were due to a bad patch. 3 months later the problem was fixed and now it's back after Tuesday's patch.

I can't blame support for a dev problem

Psychobunni

Yes

Yes. I've contacted them once for myself. The first time I was in AD an a particular area with a LOT of fog would completely black out the screen on me. After running the game consultant the rep informed me my graphics card was in need of update and even went as far to add in the direct link to the response mail. I had no idea windows and sony updates were skipping this. Within same day.

I contacted them for my husband because he had no idea his account name would be shown in game and made it using a female name of a toon he was playing at a different time. He was rather tired of months of explaining the staff under his robe, and they were kind enough to change it. Took 2 days.


Both of these were ofc not within weeks of a high profile b2p launch that was likely resulting in enough tickets if printed to fill a tractor trailer, not to mention impatient multiple filers...

Anilahation

Yes

my character got stuck in Cyrodill and a gm moved the character out in about 10 minutes.

ers101284b14_ESO

No

An in game GM did once. But support no. They where friendly though.

Edit: Gotta be fair here. I contacted Bethesda about fallout 3 not working after buying it off steam and they where no help either and eventually just have up and stopped answering

Danikat

Yes

I had to contact them to get my forum account reactivated after I bought the game, it took just over a week but I assume it wasn't a high priority ticket.

Tandor

Yes

I've seen plenty of positive comments here about Customer Support, but haven't had any cause to raise a ticket in relation to the game, although I have had a positive exchange of PMs with them here on the forums.

pecheckler

The best i've ever gotten is a personalized response to my detailed ticket regarding problems with the game's group finder not working. Everything else has been avoidance of confirmations on reported problems.

This game needs a bug report forum category with many sub forums. It also needs suggestions sub-forums and stickies with estimated times of when new features will be released, IF those new features will be released, and of course ETAs on bug fixes. My single biggest complaint about ESO is Zenimax and their lack of providing any of the information mentioned above.

For example: players have been asking for a simple yes or know on whether or not the PC version will be given native controller support with an accompanying user interface. This is a decision maker for thousands of players on whether or not they will switch to the inferior console version. Logic suggests they will not release this, at least not initially with the console release, so that they will sell more console version copies and account transfer services.

RedTalon

Yes

During beta, but have only contacted for other reasons unrelated to support for myself since

BigM

Yes

Had to wait a good 2 hours until the DEV could find the NPC to continue quest. He said they couldn't reboot server.

MasterSpatula

Yes

Yes, they have definitely helped me out with issues like the early-days banking bug.

However, when it's a bugged quest/dungeon, I've always gotten a very apologetic "There's nothing we can do. Abandon the quest and start over." I personally don't think this is an acceptable answer and is a sign of either a horrible management tying their hands or unacceptably bad design.

But they've always been very nice.

EDIT: Unfortunately, lately it seems to take them two weeks to respond to tickets, which is thirteen days, 23 hours, and 50 minutes longer than should ever be allowed by a professional game company.

djnapstyb14_ESO

Yes

they have always been super helpful and prompt in my experience. Seems like most of the problems people complain about with support are on dev side. Maybe they should issue wabbajacks to CS to turn your *** dell into a power gaming rig

phairdon

Yes

With the exception of one issue never resolved (emotes not working). Any other problems were dealt with promptly.

timidobserver

Yes

From someone that has actually done Help Desk/Support work in the past, 81% yes votes here isn't that bad at all.

Varicite

Yes

ZOS support helped me recover about 15 racial motifs that I lost in mail attachments.

And also many pieces of V1 Warlock set that I had bought from Guild traders and lost the attachment when the mail was deleted w/out warning by the system.

They aren't the greatest in the world, but they can be helpful in some situations.

Ara_Valleria

Yes

Contacted ZOS when my cat got stuck in between the fridge and the wall. Took 3 days to hear back from ZoS but hey atleast they rescued my cat.

freespirit

Yes

I am not the most computer savvy person in the world, far from it........

BUT........

I explained this to the guy that eventually contacted me AND he was brilliant, he went through everything step by step and promptly answered every Email......

I have to say though that this only happened after about 3 days of continuously answering their standard 'if we don't hear from you we will presume your issue is resolved' emails.....

So yes they have helped me BUT it took perseverance on my part.

Armitas

Yes

The people at techsupport were extraordinarily helpful, and nice. You have to stick with them through several exchanges and go through all the steps.

GreySix

Yes

Yes. I submitted a trouble ticket a couple of weeks ago, and a few days later I got an email with detailed instructions on how to fix my issue.

Didn't need it, as the problem corrected itself.

Cody

Yes

They gave me another dwemer sphere after I accidentally deleted him:)

now if only they applied such dedication to PvP....

Gilvoth

Yes

they have helped me alot, infact there is only 2 things that went badly out of the 25 or so reasons i have contacted them, infact 1 time they even came into the game with me and helped me when i was having a problem, i have heard of them calling people at home also, so i know thier good peoples to a certain degree.
i will even go so far as to say they treated me really good.

Sylveria_Relden

I think the choices are a little restrictive- but I can say that the one time I actually contacted support it was based on being "stuck" because of a game bug that threw me across the screen (one of those graphics-tear areas, I suppose) and I ended up in a bunch of rocks or something and couldn't get out. Their suggestion was that I use /stuck and that it would cost me gold to do so. I was like.... OK, lemme get this straight its YOUR game bug and you're going to make me pay for it? Seriously?

Since then I've avoided support for anything... not saying they've never actually "helped" anyone (hence the reasons why I think the poll choices are restrictive) but rather they sure didn't "help" me very much other than a pat answer/canned response, whatever you want to call it. Perhaps they purposely treat people like that so they DO avoid contacting them. (I suppose mission accomplished if that was the intent)

jircris11

Yes

My NB had a glitched HP regen bug back near launch. She had 1 hp and died in a single hit, they fixed this within 2 days.

@Sylveria_Relden Any company would recommend that, seeing how it is much quicker then waiting for the support agent to help. they usually have to send the request to someone else who can teleport you. As for "money" it cost nothing other then a measly 1% on your armor (aka the same as 1/2 a delve)