Maintenance for the week of February 16:
• PC/Mac: No maintenance – February 16
• PC/Mac: No maintenance – February 16
Our Bug Reports and "Ask For Help" Tickets Are Being Ignored!
Autolycus
✭✭✭✭✭
✭
✭
I tried to start a thread about this before, in the hopes that it would help ZOS to see what the customer experience is really like. I feel like there is a large gap between what we experience as customers, and what ZOS (in general) believes we want. There are, of course, a wide variety of changes and implementations that have been made which were genuinely constructive adjustments to the game. That being said, of late it has been incredibly difficult, if not impossible, to get a response via in-game support and bug reports.
Since I was censored the first time I tried to bring up the issue, I will attempt to be more politically correct and objective in this post. The point I have been trying to make through this discussion is that, at one point, we could utilize the functions in place that are intended to not only support the customer experience in this game, but also to enhance them. At one point, we could ask for virtually anything, and even if it was clear that we were asking for too much, we would at least be acknowledged; we would at least get a response.
For the last several months, many of our tickets have been outright ignored. I'm not one of those "new to the game" and "give me everything" types. I've been playing this game since beta, and over the course of my history with ESO, I have helped a substantial number of people, and provided countless constructive feedback opportunities. I do this because I love ESO, I love the community, and without people that are genuinely working to support the game and help it to improve, it will not stay afloat. Customers are the lifeblood of any business. Being a video game doesn't change that.
We submit tickets about a variety of topics, some of which can be easily resolved in a matter of minutes, others are clearly issues that have to be escalated to the devs. Regardless of the scenario, a customer should never be outright ignored. This isn't about the holiday season, about this week or next. This is about months of broken game systems and mechanics for which we have submitted constructive feedback. Most of the people I know who have submitted tickets in the last 3 months have been ignored altogether, their tickets closed and "resolved" without ever even being contacted, given any sort of helpful solution, or even being informed that the issue was forwarded to the appropriate department.
Zenimax, this isn't an attempt to bash your employees. It's a call to action. We know this game quite well, and we have countless suggestions on how to keep it alive and well. Support systems are in place as a means for us to help you provide the service to which you have committed. I want support, not enemies. Censor me if you will, but it will not change the truth, which is that we need to be heard.
Since I was censored the first time I tried to bring up the issue, I will attempt to be more politically correct and objective in this post. The point I have been trying to make through this discussion is that, at one point, we could utilize the functions in place that are intended to not only support the customer experience in this game, but also to enhance them. At one point, we could ask for virtually anything, and even if it was clear that we were asking for too much, we would at least be acknowledged; we would at least get a response.
For the last several months, many of our tickets have been outright ignored. I'm not one of those "new to the game" and "give me everything" types. I've been playing this game since beta, and over the course of my history with ESO, I have helped a substantial number of people, and provided countless constructive feedback opportunities. I do this because I love ESO, I love the community, and without people that are genuinely working to support the game and help it to improve, it will not stay afloat. Customers are the lifeblood of any business. Being a video game doesn't change that.
We submit tickets about a variety of topics, some of which can be easily resolved in a matter of minutes, others are clearly issues that have to be escalated to the devs. Regardless of the scenario, a customer should never be outright ignored. This isn't about the holiday season, about this week or next. This is about months of broken game systems and mechanics for which we have submitted constructive feedback. Most of the people I know who have submitted tickets in the last 3 months have been ignored altogether, their tickets closed and "resolved" without ever even being contacted, given any sort of helpful solution, or even being informed that the issue was forwarded to the appropriate department.
Zenimax, this isn't an attempt to bash your employees. It's a call to action. We know this game quite well, and we have countless suggestions on how to keep it alive and well. Support systems are in place as a means for us to help you provide the service to which you have committed. I want support, not enemies. Censor me if you will, but it will not change the truth, which is that we need to be heard.
2