Support Ticket !?! Unanswered!!

TerraPython

What do you have to do around here to have a support ticket answered!?

Ticket has been open now for +24 hours despite the automated message saying 6hrs.

Please can a Mod help me, as I deem this to be a sensitive issue.

TerraPython

As a matter of fact - only 2 of my last 10 tickets are marked solved - the last ticket I opened was a month ago and I did not even get a reply!

NewBlacksmurf

I'd strongly suggest checking your profile first. (ensure you have email - on) I know that sounds silly but ppl missed BETA and all types of marketing communications cause they turned this off. Not your forum profile but your actual account not on the forum portal.


Then making sure your email settings aren't blocking OR placing things into spam or auto deleting emails in spam or junk.
I've literally never opened a ticket and not received confirmation that the ticket was opened. Keep the initial email for 48 hours and if no response, then respond to the initial email (DO NOT OPEN A NEW TICKET)

Also...I ask, are you opening tickets in game or are you opening tickets on the support portal?

FYI: You will have to have open dialogue so expect to reply 3 - 10 times before anything is resolved.
If you do post here about your issue....always list the exact ticket #


I have had a number of bad experiences with support, however, staying persistent, not being rude has always resulted in some partial or full level of resolve. Keep in mind, that the support staff is the lowest paid part of the company who we interact with.....You prob make more than they do annually so, keep that in mind. Its not as if you're interacting with leadership or community ambassador's etc.

I know...its frustrating....you're not alone

WldKarde

Give them a little more time.

The last support ticket I put in (about a week ago) took around 24 hours to be resolved. I've had really good luck with my CS experiences so far. IDK what your issue is in regards to, but I'm guessing that some will take longer to resove than others.

I hope whatever it is gets taken care of soon, and not soon(tm), though

mrs_gibbs

Ha! They probably won't answer. I got several automated messages that were no help and then this...

"Greetings!
We apologize that we have taken so long to get back to you in regards to your technical issue. Due to high ticket volumes, we will be unable to assist you further with this ticket. We understand this may be frustrating, and we are disappointed that we are unable to deliver a Customer Service experience that is up to our desired standards...

We have confirmed that all megaserver, launcher, and other ESO services are functioning at full capacity. In a majority of cases, ESO failing to launch properly, dropping in frame rate, crashing, and other issues are caused by corruptions from third-party software or the game being played on a computer that is not meeting the minimum specifications....

Beyond these steps, we are unable to provide any further support.
Kind Regards,
The Elder Scrolls Online Team"

This was in response to my support ticket after I purchased the IC DLC and the dungeons aren't working. So basically I just wasted my money and they don't care. I got a "too bad so sad" message. I have a brand new hi spec, top of the line desktop, which has nothing to do with the THEIR BUG.

I LOVE elder scrolls. I play every day, have all the DLC, and don't mind the small bugs, lag, etc. I'm not one to complain. But this made me really mad.

TerraPython

NewBlacksmurf wrote: »

Also...I ask, are you opening tickets in game or are you opening tickets on the support portal?

I opened the ticket on the support portal outside of the game via browser.
Ticket Reference Number is 160406-000681


Emails are all on - I have received emails before from support (for the 2 that they did answer)

Jimboo84

All

TerraPython wrote: »

What do you have to do around here to have a support ticket answered!?

Ticket has been open now for +24 hours despite the automated message saying 6hrs.

Please can a Mod help me, as I deem this to be a sensitive issue.

All Support tickets that aren't answered are ingame /bug reports. Even for those ticket I should think they need to Resolve It, because you report an issue that they need to fix.

NewBlacksmurf

TerraPython wrote: »

NewBlacksmurf wrote: »

Also...I ask, are you opening tickets in game or are you opening tickets on the support portal?

I opened the ticket on the support portal outside of the game via browser.
Ticket Reference Number is 160406-000681


Emails are all on - I have received emails before from support (for the 2 that they did answer)

I don't know for sure...BUT I've always had better results doing these in-game.
Not saying it doesn't work outside because when I was on PC and the lighting update and I kept crashing I had to create tickets on that portal.

Just sharing hoping to help create better results for you