Error Code 6

me_ming · February 2016

I sent a ticket two days ago because I am unable to play the game. Every time I click "Play", I get the Error Code 6 message. I can play my PTS account, just not my live account. I sent you everything you need to check on my system, and I get a very obvious scripted reply. It's so obvious that your e-mail support, just copied and pasted the response, and did not even read my email. I went into the trouble of providing you all the necessary information you needed to help me resolve my concern, but your tech support, can't even sound human if he wanted too. Can I please get a descent support? I have temporarily stopped my ESO+ membership, and will not be continuing it, until I get a descent support from you guys. If you want my money, you have got to earn it. Can I please get a proper support, here, or through email?

Nihulis · February 2016

Similar issue here. Haven't gotten a reply from something that wasn't a robot yet. By the way, did you click on your referene # for the support ticket? When I sent mine in it was automatically replied to by an automated message about something irrelevant to my problem, and had automatically marked my support ticket as "solved". I am not having the best first impressions with zenimax's technical support, frankly.

me_ming · February 2016

@Nihulis No I did not even notice there was reference number. But I got a reply from someone else after I replied with a one liner. Seemed like a real person who replied to my email this time. In the past, their customer support didn't feel like a robot or someone mindless was replying to you.

ZOS_MollyH · February 2016

Hi @me_ming and @Nihilus !

We're sorry to hear that support was difficult to access. If you're still having trouble receiving a reply specific to your case, please let us know the ticket number and we'll look into the matter on your behalf.

me_ming · February 2016

ZOS_MollyH wrote: »

Hi @me_ming and @Nihilus !

We're sorry to hear that support was difficult to access. If you're still having trouble receiving a reply specific to your case, please let us know the ticket number and we'll look into the matter on your behalf.

@ZOS_MollyH

Thank you for the reassurance.

Someone has already gotten back to me, and the person seemed competent enough, and although the instructions were obviously a genetic reply, I still commend him (I assume it's a him, since in the email he said his name was Brian) for adding a personal touch to his email and actually answering my question. Personally, I don't mind receiving copied-pasted replies, especially for tech support instructions, and yes, it took me a few tries to actually send a ticket at that time, since I believe you had issues with your support department. I can live without having to play the game for a day or two, even a week.

But what worries me is that the first reply I got seemed like he didn't even read the message in my ticket. I attached everything you requested from me, run diagnostic test/s on my game, disabled my firewalls, made sure my graphic cards were updated, even did DMZ, port forwarding, the works, and explained it all in my email. I think it is only fair that since I did work on the things that you guys needed me to do, that your support team should at least also have effort in helping me resolve my issues. I don't like to receive an email with nothing but a bunch of instructions that are not related to my concerns or things I already did as mentioned in my ticket.

In my email (which included an attachment of my diagnostic tests, and a summary of what I have done so far), I asked what was causing the error code 6, and this is the first reply I got:

"Thank you for contacting The Elder Scrolls Online support team. My name is Benjamin, and I'm happy to assist you today!

I’d like to start by offering my thanks for your continued patience, and my sincerest apologies for the issue. Let me apologize for the delay in reaching you about this issue. Rest assured that everyone is at duty and ready to serve you today.

We believe your issue should be resolved now but if not have you received any error codes or messages? Are the announcements showing up on the login page?

If you cannot please try updating your drivers.

If you need to update your graphics card drivers, you should visit your video card manufacturer's website and download and install your card's most up-to-date drivers. When doing so, you should follow the manufacturer's installation instructions.
Nvidia Video Cards: http://www.nvidia.com
Click Drivers.
Either input your graphics card details under Option 1 and click Search, or click Graphics Drivers under Option 2 to automatically search for the best drivers.
AMD Video Cards: http://www.amd.com
Click Drivers + Support.
Click the Find your driver button and follow the prompts.
You can find The Elder Scrolls Online: Tamriel Unlimited's system requirements here: https://help.elderscrollsonline.com/app/answers/detail/a_id/3313.

If this darkness continues to bring chaos upon your travels please feel free to send a scroll my way, I'd love to fight by your side through this!

May The Eight Divine's Guide You!

Warm Regards,
Benjamin
The Elder Scrolls Online Team"

Again, my concern wasn't address in this email. The respondent clearly did not read my email at all. Please ZOS, I understand you have to outsource your support team, I have no qualms about that, but at least train and select your tech support properly. Thank goodness the second reply was way better than the first.

Thanks.