DISGUSTING Customers Service

Mikyza

Zenimax is offering one of the WORST customers service I ever experience!

My big mistake: I bought the 20$ PS4 version with account copy.
When I bought it the customers service representative told me to wait until beginning of June to get the email with instruction to download the game.

On June 3rd I got nothing so I decided to call again the customers service...
despite the first time I waited only 5 minutes, this time I tried several times for a total holding time of approximately 4 hours
(I can provide Skype screen shots) being able to talk with nobody!

I tried then to open a support ticket (Question Reference # 150603-001410)
Explaining that I bought the PS4 account copy version but didn't received any email with instruction to download the game.
The first answer was something like: "Sorry the 20$ offer is not available anymore, it was only a limited time offer, bla bla bla)

I wrote back saying: "I HAVE the game, I just need the code so I can download it"
Second answer: "If you bought the game you should have received an email with instruction... can you confirm you received the email?"

Are you serious? Do you guys read the email at all?!?!?!?

I tried for the third time and finally somebody read my email and answered with some useful information.
Download is not ready, bla bla bla, and now I quote: "you are definitely getting a code on the 8th"

Well.... today is the 8th
To be precise where I live (UTC -5) it's 11:40 pm
but if we are looking at the Eastern Time it's already 1:40 am of the 9th so....
WHERE IS MY [snip] CODE!!!!!!!!!!

And by the way.... why people that give you 60$ to buy the full version of the game could start downloading the game on the 5th of June
and your "loyal" customers that supported you more then a year ago, pre-ordering the game and giving you money month after month,
and after that giving you on top other 20$... why we are still in line waiting for the code?
Is this how you value customers?

I was so excited about playing ESOL on my PS4 but now....
I'm so disappointed and frustrated that I'm about to give up...
Zenimax... this is unacceptable!

[Moderator Note: Edited per our rules]

PoseidonEvil

you can actually find the code in your accounts billing history.

mdziur

Yeah i found mine there too.

dlboyds_ESO

PoseidonEvil wrote: »

you can actually find the code in your accounts billing history.

Best. Done in one. EVER.

Mikyza

AAAAAAAAAAAAAAAAAAAAAAAAHHHHHHHHH
I cannot believe that, you are a genius!!!!
I just started the download, thank you very much!!!

I'm really happy I'm finally downloading the game...
but this is making me even more upset now....
was that so difficult?
Today I wrote twice to the customers service and they just told be to wait for the email...
NO WORDS....

Nerio

I'm willing to bet if you look through your email (your spam folders too) you'll find something from them today. Everything else you posted was already explained by them on social media and the forums.

NO WORDS... for your freak out level

PoseidonEvil

Mikyza wrote: »

AAAAAAAAAAAAAAAAAAAAAAAAHHHHHHHHH
I cannot believe that, you are a genius!!!!
I just started the download, thank you very much!!!

I'm really happy I'm finally downloading the game...
but this is making me even more upset now....
was that so difficult?
Today I wrote twice to the customers service and they just told be to wait for the email...
NO WORDS....

you know i wondered the same thing. i happened upon my code by accident when i tried it i started the download at 10am and then received my email about my code being ready at 5:30pm lololol...i was just like "you're kind of late there guys"

delushin

Yea the code in the history is a bit misleading as an email with the actual code would have been far easier when factoring in the lowest common denominator ...

PoseidonEvil

haha maybe they emailed millions of players individually and your name hasnt popped up yet lololol

Mikyza

Nerio wrote: »

I'm willing to bet if you look through your email (your spam folders too) you'll find something from them today. Everything else you posted was already explained by them on social media and the forums.

NO WORDS... for your freak out level

I've been checking the email all day (spam folder too) and believe me...
nothing, nothing, nothing....

Yes man I'm freaking out... maybe if you have had the same horrible customers service experience you would have freak out yourself at some point... but everybody is different...

PoseidonEvil

Mikyza wrote: »

Nerio wrote: »

I'm willing to bet if you look through your email (your spam folders too) you'll find something from them today. Everything else you posted was already explained by them on social media and the forums.

NO WORDS... for your freak out level

I've been checking the email all day (spam folder too) and believe me...
nothing, nothing, nothing....

Yes man I'm freaking out... maybe if you have had the same horrible customers service experience you would have freak out yourself at some point... but everybody is different...

dont freak out. i saved your ESO life so its all good. and dont worry too much about playing right now necause at the moment nobody can play :P

Mikyza

PoseidonEvil wrote: »

haha maybe they emailed millions of players individually and your name hasnt popped up yet lololol

It could be... my surname starts with "Z" lol :-)
I will let you know when I will get the email... :-)

Mikyza

PoseidonEvil wrote: »

dont freak out. i saved your ESO life so its all good. and dont worry too much about playing right now necause at the moment nobody can play :P

Yes man you did, thank you
Next round of skooma is on me!

bosmern_ESO

You have to be patient, specially around this time with the console release. They're getting thousands of tickets probably every hour.

Powtreeman

You might also have checked the thing that says "Do not email me" on your account.

Naivefanboi

Welcome to eso. Pc players predicted this no 1 cared, beta was usless

Paradox

Bro, just ask nicely next time.

JacksonCarter13

Naivefanboi wrote: »

Welcome to eso. Pc players predicted this no 1 cared, beta was usless

PC player here. Honestly this is funny to all of us. We 100% saw all of this coming.

Nebthet78

My experience has been.. why pay for good customer service people when your forum members can do the work for you for free..

Craven_Killmore

Sigh, another console kid,

They want your wallet not your problems.

Funkopotamus

Why could a customer service employee not have told him this earlier is beyond me lol.

But I am glad you got it fixed.

lynix112

Mikyza wrote: »

On June 3rd I got nothing so I decided to call again the customers service...
despite the first time I waited only 5 minutes, this time I tried several times for a total holding time of approximately 4 hours
(I can provide Skype screen shots) being able to talk with nobody!

So let me get this straight.... You called, rage hung up and called back expecting the wait time to be less? What kind of logic it that? The phone system isn't a sentient being who knows when you call.

I did read your whole post and on the whole I do agree the service you got was average at best but it could have been resolved sooner if you had just held the line and not kept hanging up and calling back expecting a different result.




"Did I ever tell you the definition of insanity?"

Mikyza

lynix112 wrote: »

it could have been resolved sooner if you had just held the line and not kept hanging up and calling back expecting a different result.

[03-Jun-15 2:59:02 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:13:38 PM] *** Call ended, duration 1:14:37 ***
[03-Jun-15 4:14:25 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:15:04 PM] *** Call ended, duration 00:39 ***
[03-Jun-15 4:15:15 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:45:01 PM] *** Call ended, duration 29:46 ***
[04-Jun-15 10:46:32 AM] *** Call to +18449364XXX ***
[04-Jun-15 12:56:47 PM] *** Call ended, duration 2:10:13 ***

NONE of these calls were answered by a customers service representative
Do you think 1:14:37 or 2:10:13 is a reasonable waiting time?

Buddy, believe me, usually I don't get upset like that...
but this is the result of an escalation of bed services, worst!

...maybe you need a little more information before label somebody "stupid"

Endurance

This is good! now please get these console crybabies off the PC server i am tired of these people complaining about lack of content and skipping VR14 and the storyline to "test builds" in PVP

lynix112

Mikyza wrote: »

lynix112 wrote: »

it could have been resolved sooner if you had just held the line and not kept hanging up and calling back expecting a different result.

[03-Jun-15 2:59:02 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:13:38 PM] *** Call ended, duration 1:14:37 ***
[03-Jun-15 4:14:25 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:15:04 PM] *** Call ended, duration 00:39 ***
[03-Jun-15 4:15:15 PM] *** Call to +18552963XXX ***
[03-Jun-15 4:45:01 PM] *** Call ended, duration 29:46 ***
[04-Jun-15 10:46:32 AM] *** Call to +18449364XXX ***
[04-Jun-15 12:56:47 PM] *** Call ended, duration 2:10:13 ***

NONE of these calls were answered by a customers service representative
Do you think 1:14:37 or 2:10:13 is a reasonable waiting time?

Buddy, believe me, usually I don't get upset like that...
but this is the result of an escalation of bed services, worst!

...maybe you need a little more information before label somebody "stupid"

In reality my point still stands... Reasonable waiting times or not calling back and expecting someone to answer sooner is not reasonable!

[Moderator Note: Edited per our rules on Rude and Insulting comments]

ZOS_MaryB

Hi, everyone. We understand that people are going to disagree from time to time, but please remember to keep your comments respectful at all times on our forums, even when you disagree with others. Insults or other disruptive behavior do not help further discussion and can move a thread off topic quickly. We encourage sharing opinions, but we ask that they are constructively stated when doing so, as this will help keep the discussion on track. Thank you!

Mikyza

Endurance wrote: »

This is good! now please get these console crybabies off the PC server i am tired of these people complaining about lack of content and skipping VR14 and the storyline to "test builds" in PVP

I'm not a crybaby... I'm an Elder Scrolls Fan!

Today is DAY 1 and I gonna spend it on the download screen,
instead of trying to get into the server and wondering around Tamriel.
If you are an Elder Scrolls Fan, you evaluate playing on DAY 1

And talking about business...
I bought a product..
Zenimax did NOT delivered it yet...
At this very moment I did not received the email with the code yet,
(but i received 3 emails from Zenimax telling me to wait for the official email with the code)
I am downloading the game only thanks to PoseidonEvil,
a member of the community that solved my problem in 5 minutes.

I complaint because I want a better service for me, you and the community.
I bought a product, I had no delivery, I had no service...
this is the topic of this post.

Cyrdiniian

My transfer and emails etc went seamlessly. I don't know if I am lucky or what, but everything has happened when they said it would.

RDMyers65b14_ESO

Dude, you don't seem to know what bad customer service is about if this is your complaint. I WORKED in the field for over fifteen years. This is minor. Yes, it is annoying but it still has not reached the level of 'bad'.

Yes, the long que is frustrating. Each time you hang up, you go to the back of the line on the calls. It is launch day so everyone who has a problem is calling. The line is just going to get longer as the day wears on. I would even suspect that for the next month or two that the number of calls going into ZOS customer service is staggering.

Lost email, it happens. Email is not a perfect system but it is the most effective. You may never get that email. It could be lost in cyberspace. Frustrating, yes. You are likely too young to have ever seen line noise on the screen. I remember it causing havoc with email.

If you want bad customer service, try calling into your Internet provider and asking for the IP address and being told the physical location of the building.

PoseidonEvil

Problem was solved. I think this thread should be locked lol.

Tilleroeshi

Wow OP really? Are you that unhappy with your life that you just run around causing a whirlwind of hate and madness? It's a video game! MOST VIDEO GAMES DONT HAVE CUSTOMER SERVICE! You're lucking there was even a phone number to call - plus as you described, it seems its YOUR FAULT that you didn't properly locate those emails or find the information yourself. And even still, beyond all that, you got what you wanted/needed within the time promised (for the most part).

Stop being such a hater and a whiner, man - NOBODY likes that. I wish the Customer Service representatives would have smacked you silly boy.