my wife was my...

DracoBeowulf

My wife was my number one partner in crime on eso. We did everything together and even got married in game on top of eso plus memberships to get the bonuses, the crowns and to support our favorite game.

It has been almost two weeks since she played with me last because her eso plus membership doesn't show up and haant given her crowns for two months despite them charging us for the last couple months anyways. ZOS will not fix it or reimburse the crowns after dozens of tickets and proof of payment shown. It has become so frustrating for her that she requested and was told she would be refunded the money for the issue. 2 weeks later and still no refund and ZOS will no longer respond saying in their last conversation that there is nothing they can do. It has killed her motivation to play and I have lost my favoritw person to game with. We bought an extra xboxone, tv, and copy of the game just to play together.

Eso is literally the only game she has and liked. This is truely saddening and depressing. I have had an active sub since a month after pc release and invested $1,000+ to get her set up to play. She can't be the only one out there with this problem, and if there are others out there please speak up and lets get noticed.

Sincerly,
Withgodnow

nimander99

Hmmmm, ESO customer service team is usually good. There must be some miscommunication... that said I thought this was going to be a thread about your wife passing away, glad she's o.k (relatively speaking cause she aint playin ESO)

DracoBeowulf

nimander99 wrote: »

Hmmmm, ESO customer service team is usually good. There must be some miscommunication... that said I thought this was going to be a thread about your wife passing away, glad she's o.k (relatively speaking cause she aint playin ESO)

Nope, is it against the TOS to post the replys from customer service? We even contacted xbl about the issue with no results.

Knootewoot

At least she liked it. My wife had 3 V14 characters. After that she stared at the screen and cancelled het account and started playing swtor and wow. (I admit I also play swtor. for co-op gameplay it's awesome)

Teiji

First they remove the mandatory subscription and offer an optional subscription; now they're charging people for the optional subscription and not giving them the benefits from it? Hardly screams the professionalism of an AAA company pushing an AAA videogame.

I'd be escalating the issue until I'm unable to, politely and patiently of course in the hopes of dealing with a customer rep who's understanding and having a good day.

Can't you escalate the issue? I'm aware from reading post #1 that you have but it seems like it was in the process of being escalating appropriately then the person who was dealing with it took their holiday and forced the work on someone else, likely an intern and they've messed you about hoping that you give up and don't escalate it further.

All the best.

Don't give up! People have had similar situations in the past; see here

[Someone got wrongly banned a while back, they had to go out of their way over and over to get in contact with support, someone with a name from support took ownership of the issue, solved it and got them back in the game.]

Personofsecrets

@ZOS_GinaBruno @ZOS_JasonLeavey

I have tried to get Mr. Lambert's and Mr. Firor's attention to the horrible customer service issue over and over. Things with customer service just stay the same though.

Perhaps one of you can follow up with the OP and help allay their issue?

DracoBeowulf

I will try one last time this weekend to get a resolution. I only hope my wife is not past the point of no return. Sucks. Next coarse of action is reporting them to bbb and claiming credit card fraud.

Belidos

DracoBeowulf wrote: »

It has become so frustrating for her that she requested and was told she would be refunded the money for the issue. 2 weeks later and still no refund and ZOS will no longer respond saying in their last conversation that there is nothing they can do.

You pay Microsoft for your subscription and in turn they pay it forward to ZOS, it's up to Microsoft to sort out your refund as far as I understand it.

This is the biggest cause of these issues, the two stage handling of accounts and subscriptions, its a nightmare.

Titansteele

it is refreshing to see someone being reasonable and putting a complaint in place without it turning into a rant, you Sir deserve some great customer service.

If I were working for ZOS I would put the ESO subscription in place, extend it for 4 weeks to apologize for the slow response and also throw in 2500 crowns (or the IC DLC) for free as a way to seal the apology.
Lets face it handing out crowns and free weeks of a subscription will cost ZOS nothing and will almost certainly reinstate your better half`s loyalty and faith in their ability to deliver.

I hope ZOS step up for you, I truly do.

Gidorick

Try Neverwinter. It's on the Xbox One. If you aren't the type that is persuaded by "BUY NOW!" prompts it's pretty fun.

Teiji

Titansteele wrote: »

it is refreshing to see someone being reasonable and putting a complaint in place without it turning into a rant, you Sir deserve some great customer service.

If I were working for ZOS I would put the ESO subscription in place, extend it for 4 weeks to apologize for the slow response and also throw in 2500 crowns (or the IC DLC) for free as a way to seal the apology.
Lets face it handing out crowns and free weeks of a subscription will cost ZOS nothing and will almost certainly reinstate your better half`s loyalty and faith in their ability to deliver.

I hope ZOS step up for you, I truly do.

Well the wife has paid for ESO plus and for two months they received no Crowns, the very least they could do is give them what they've paid for and if escalating it returns nothing, Fraud.

hrothbern

Personofsecrets wrote: »

@ZOS_GinaBruno @ZOS_JasonLeavey

I have tried to get Mr. Lambert's and Mr. Firor's attention to the horrible customer service issue over and over. Things with customer service just stay the same though.

Perhaps one of you can follow up with the OP and help allay their issue?

@ZOS_GinaBruno @ZOS_JasonLeavey

please do

LameoveR

Don't try Neverwinter.
Friendly bump.

Gidorick

LameoveR wrote: »

Don't try Neverwinter.
Friendly bump.

Is it different than PC?

LameoveR

Gidorick wrote: »

Is it different than PC?

IDK how it's on consoles, on PC it's a F2P fest.

13igTyme

Greedy company is greedy.

Alucardo

My girlfriend played it for 3 weeks, said I spent too much time on it, called the game evil and left me. Just be thankful you have a wife who likes games.

remedios17

Aww this is so sad, I've been playing with my boyfriend since beta, I would be really mad if something like this happened. Don't give up!!!

(But I gotta admit ZOS costumer support is poop these days. I asked a question and the guy was giving me all these evasive answers like 'sorry, I can't give u info about game mechanics', until he finally admitted he didn't know the answer. wow.)

Glaiceana

Alucardo wrote: »

My girlfriend played it for 3 weeks, said I spent too much time on it, called the game evil and left me. Just be thankful you have a wife who likes games.

Evil? Guessing she was a religious nut lol

@DracoBeowulf I'm sorry to hear that this has happened to you. I can sort of imagine what it must be like, since I only really play ESO with my boyfriend. We've put in over 10 real time days into the game together at this point. I really hope you can get through to someone who can sort it out. My guess is, as @Teiji said, you need to get through to someone in support that will be sympathetic and probably will sort it out for you there and then.

Avenias

U guys need to go out more. Playing video games with ur wife is beyond hopeless.

Alucardo

Avenias wrote: »

U guys need to go out more. Playing video games with ur wife is beyond hopeless.

How is it hopeless? They are both doing something they enjoy together, instead of ignoring each other like some other couples would. Who are you to judge?

Brrrofski

I don't get mine until about 3 weeks after I've paid.

Pretty sure I'm missing a month or two altogether.

Not sure why it's such an issue.

No other game has this problem.

Brrrofski

Avenias wrote: »

U guys need to go out more. Playing video games with ur wife is beyond hopeless.

Guy on a gaming forum saying someone needs to get out more.

Good going.

Pretty sure most guys would rather their wives played games with them rather than being forced to watch their abysmal reality TV programmes

TalonShina

my question is did you have a month to month sub or something like the 3 month plan.
My husband and I both have the 3 month plan and I was concerned about the crowns too so I submitted a ticket and got the response that we were get our crowns in one lump sum because we were on a three month plan and we did indeed when our sub renewed

Also to the person saying they need to get out more. I just laugh. I prefer being at home why go out there is no point and it is usually more expensive to go to dinner and a movie for us because we'd have to also pay a babysitter.instead we pop popcorn put on a movie that our kids will enjoy and play the game together it's much cheaper

Nifty2g

Weird, customer service for ZOS is extremely good compared to others

SilentRaven1972

A friend of mine ended up quitting and cancelling his sub. I'm not sure of all the events that went on, but the final was that he needed to answer his security question. He couldn't remember the question, and they wouldn't tell him. He didn't need the answer, just the question.It all seemed odd to me, but even his dad couldn't get it straightened out. One less person for me to run with

As for Neverwinter, if you like grind-fests, PtW, constant nerfing, etc., go for it. I left almost a year ago. The grind was just too much, and the bots and gold spammers! Just....Run Away!

Pallmor

nimander99 wrote: »

Hmmmm, ESO customer service team is usually good.

They were until they all got laid off:

http://tamrielfoundry.com/2015/08/zos-cuts-support/

Tandor

Nifty2g wrote: »

Weird, customer service for ZOS is extremely good compared to others

This isn't a case where ZOS are involved, it's down to Microsoft to issue the refund.

MikeB

My friend and I had the same issue. Bought ESO for XB1 on June 15th, set up out ESO+ accounts on June 16th and both canceled ESO+ in August because for 2 months we didnt get our crowns. ESO said it wasnt their problem because the purchase wasnt showing on my Microsoft Account, even though I provided proof of the charge to my bank account but that wasnt good enough. Microsoft said its not their problem because they dont see the charge, again provided proof of the charge to my bank account but it wasnt good enough. This went on for 2 weeks until I gave up and my friend just quit playing altogether. ESO needs to get their crap together because their customer support is one of the worst I have had the displeasure of dealing with.

MikeB

TalonShina wrote: »

my question is did you have a month to month sub or something like the 3 month plan.
My husband and I both have the 3 month plan and I was concerned about the crowns too so I submitted a ticket and got the response that we were get our crowns in one lump sum because we were on a three month plan and we did indeed when our sub renewed

Also to the person saying they need to get out more. I just laugh. I prefer being at home why go out there is no point and it is usually more expensive to go to dinner and a movie for us because we'd have to also pay a babysitter.instead we pop popcorn put on a movie that our kids will enjoy and play the game together it's much cheaper

On console its month to month reoccuring, we dont get the pleasure of a discount if we pay for several months or a year in advance, they milk us for everything then spit in our face when we dont get our crowns.

Slurg

DracoBeowulf wrote: »

I will try one last time this weekend to get a resolution. I only hope my wife is not past the point of no return. Sucks. Next coarse of action is reporting them to bbb and claiming credit card fraud.

BBB is unlikely to do anything for you but if you report it to your credit card company as fraud - which it is, because you paid for goods you did not receive- you should at least be able to get your money back.

Doesn't matter whose fault it is, ZOS or Microsoft- let the card company figure it out and get your money back.