Unacceptable CS over continuing log out caused by a 'mitigation system' after DDos attack

welshman666

So a week after ESO switched on their 'mitigation system' during a DDos attack and some of us, myself included, have not been able to log in at all, with being kicked back to the password page with no more of a error message than 'try again in a few mins' after selecting a charter and what has ESO's response been ? one reply in the thread 'Cant play (again)' on the 28th to say "Ok guys, here's the deal:

Over the weekend, all European megaservers were targeted under a Distributed Denial of Service (DDoS) attack which lead to poor in-game performance and disconnections. In response to this, we activated a mitigation system to fight off the attack and allow players to log in again. While this system enabled the majority of our players to get back into the game, there was a side effect to the traffic flow which resulted in a few PC players being unable to log in until we turn off the mitigation due to variations in PC hardware.

We apologize for the inconvenience this has caused, and appreciate your patience. "

And after that... Nothing, no official acknowledgement, no announcements no other mention of it at all, and after a week of contacting customer support, with going trough the usual 'try this, delete that' rubbish for a problem that they caused my best response from a CS person is "Thank you for your inquiry regarding the mitigation system. We do not have this information available at this time, however, I have sent out for clarification." and that was on the 31st

I understand that sometimes things happen that unintentionally affect some plays but the lack of any sort of response to it or even any indication to what, if anything, they are trying to do about it is just not acceptable

TheCatataFish

Please help Zenimax!

Velvelya

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Amphithoe

We should really consider taking this to gaming media.

jamesharv2005ub17_ESO

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

TheCatataFish

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

They didn't say anything about working on it, they said that we won't be able to play until they turn the mitigation off.

Universe

Eventually this crisis will be written in ESO history if not solved in time... Wikipedia, IGN threads etc.
I don't understand why ZOS can't even mention if they are working on it and post somekind of ETA for the fix.

jamesharv2005ub17_ESO

TheCatataFish wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

They didn't say anything about working on it, they said that we won't be able to play until they turn the mitigation off.

So you dont think they are actively trying to figure out a solution? Why do you think they asked for patience?

jamesharv2005ub17_ESO

Lord wrote: »

Eventually this crisis will be written in ESO history if not solved in time... Wikipedia, IGN threads etc.
I don't understand why ZOS can't even mention if they are working on it and post somekind of ETA for the fix.

Because if they say "we hope to have ti fixed within the next 72 hours" you will take that as "We promise to have it fixed in the next 72 hours". I worked in IT my whole life. I know how that goes. Its why I would never give an estimated ETA. The only time I would give you a fixed completion time is if its already completed.

Velvelya

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

I think this question has already been answered.

There a numerous new threads made by people with no idea whats doing on but no word on that.

If they're being paid by the people asking them for information and those PAYERS request a play by, I don't see why that should be an issue.

I personally think an hour by hour update is unnecessary tho.


Tl;DR, they do not seem on the ball about this.

jamesharv2005ub17_ESO

Velvelya wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

There are like 100 threads about this issue in this subforum alone and yet its like they don't even care....how many more threads will be opened until we get an answer to say at the very least "ey we're working on it, sorry for the issues. Blah Blah Blah."

It feels a lot like people are being ignored, and at the very least I can play now...but there are still people locked out due to varying issues and someone ought to be answering them rather then making them feel crazy.

Didnt they just say they are working on it less than a week ago? What do you expect hourly updates?

I think this question has already been answered.

There a numerous new threads made by people with no idea whats doing on but no word on that.

If they're being paid by the people asking them for information and those PAYERS request a play by, I don't see why that should be an issue.

I personally think an hour by hour update is unnecessary tho.


Tl;DR, they do not seem on the ball about this.

The people who work on this are being paid to work on it. I just find it hard to believe you guys think they simply are saying "Ah well lots of paying customers cannot login but we cant be bothered to try and figure out the problem.". You can bet someone is down at IT telling them to figure out a solution. Quick.

Velvelya

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

jamesharv2005ub17_ESO

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

Blackbird71

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

jamesharv2005ub17_ESO

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

sadownik

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

jamesharv2005ub17_ESO

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

TheCatataFish

jamesharv2005ub17_ESO wrote: »

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

I would be fine with waiting another week but then I need to know if they are actually doing something about it.

Velvelya

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

There is no reason why they can't do both considering the person writing the response or updates isn't usually the person doing the technical work, buuut you'd much rather be salty with the people experiencing problems with product they bought to care about logistics.

Blackbird71

jamesharv2005ub17_ESO wrote: »

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

I do not currently subscribe to the game (although I do support it through regular crown purchases), but were I a subscriber and were I affected by this issue, I know that I would be pretty upset at being cut off from access to a product that I was currently and actively paying for. If your suggestion is simply "wait as long as it takes," then I hope you intend to follow that up with "refund lost time to any subscribers locked out of the game because of this."

TheCatataFish

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

I do not currently subscribe to the game (although I do support it through regular crown purchases), but were I a subscriber and were I affected by this issue, I know that I would be pretty upset at being cut off from access to a product that I was currently and actively paying for. If your suggestion is simply "wait as long as it takes," then I hope you intend to follow that up with "refund lost time to any subscribers locked out of the game because of this."

I'm not a subscriber, I got the Tamriel Unlimited thingy but I would like a refund of that if this is not going to get fixed...

Velvelya

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

I do not currently subscribe to the game (although I do support it through regular crown purchases), but were I a subscriber and were I affected by this issue, I know that I would be pretty upset at being cut off from access to a product that I was currently and actively paying for. If your suggestion is simply "wait as long as it takes," then I hope you intend to follow that up with "refund lost time to any subscribers locked out of the game because of this."

Even if you're not a subscriber, if the game you purchased is un-usable due to something they've done, or not done you're owed prompt service, updates, ect ect.

Its called customer service.

helediron

Tickets in IT get closed as soon as possible. Nobody is necessarily fixing the mitigation any more. Part of the deal today for customer side is to keep up noise and reopening tickets until things are fixed.

I am also still getting sometimes same login problems or kick-out after playing a minute, just the same way when the mitigation started.

Blackbird71

Velvelya wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

sadownik wrote: »

jamesharv2005ub17_ESO wrote: »

Blackbird71 wrote: »

jamesharv2005ub17_ESO wrote: »

Velvelya wrote: »

It doesn't matter if they are, or they aren't or if they have or if they haven't. What matters is the IMPRESSION they are leaving and its not a good one.

Do you want it fixed or do you want them wasting time coming here telling us things we already know?

This just in: maintaining customer relations is now "wasting time".

This customer doesnt need someone to hand hold me.

Indeed. But so far after a week people with that problem neither got any information nor the problem got fixed.

So wait another week? I dont get what you want. It will be fixed asap. No ETA (I know I know lol).

I do not currently subscribe to the game (although I do support it through regular crown purchases), but were I a subscriber and were I affected by this issue, I know that I would be pretty upset at being cut off from access to a product that I was currently and actively paying for. If your suggestion is simply "wait as long as it takes," then I hope you intend to follow that up with "refund lost time to any subscribers locked out of the game because of this."

Even if you're not a subscriber, if the game you purchased is un-usable due to something they've done, or not done you're owed prompt service, updates, ect ect.

Its called customer service.

You won't get any disagreement from me on that.

My point was just that "wait until the fix it, however long it takes, without any expectation of information updates" is an especially egregious response when given to those who are being actively deprived of access to a product they are currently paying for, as it could be construed as defrauding those customers (they pay for a product and do not receive it). I definitely did not mean to imply that this somehow made it an acceptable response for those who have paid for one-time access.

welshman666

Well as a update on my situation I am currently waiting on a reply after they asked me what my router / modem is, after they got me to try and log into the NA server,which I had no problems at all with, still no answers about the mitigation system despite asking twice even after the reply that they had 'sent out for clarification' and I am a playing player, paid for6 months in advance