What is with the abysmal support?

Zyen

This is more of a general complaint than a specific issue but it really bothers me. I pay fifteen dollars a month for additional digital content and then when it doesn't work or I need assistance with something I get the workaround. If I need a ticket, I send an email into a black hole, get an automated response a week later with no real solution (If that!). If I leave them a callback number, I get nothing after two days. I don't mean to disrespect hardworking forum mods, but their responses are very limited and the answers aren't always readily available. I've been trying for an entire day just to get in contact with a human being that's a customer service representative to help me with a single simple request and I couldn't get that far. Is there a number I haven't tried? What if I had a legitimately unique, game breaking issue? I've gotten no response from their Twitter or Facebook teams, no call back, and no response ticket. This is all really disheartening and very sad for such a fun game to be overshadowed by this laughable lapse in communication. Not to compare apples to oranges because I understand they're different companies with different staff, regulations, policies, etc but Blizzard keeps their support teams at the ready, I've had no issues contacting Riot Games's support line and with a player base this big more than two years into the game you'd figure Zenimax would have their act together. If a moderator, dev, GM, or someone else can assist me with my ticket I'd be very appreciative.

/endrant

Mr.knott

I once stayed on hold to the old customer support line just to see how long until someone answered... I kept it on loudspeaker while I had dinner, played some games, had a bath and finally went to bed... 6 hours 57 minutes until they won and I gave up. Obviously never bothered again. Now I don't think they even pretend to have a support line.

Also it destroyed my love for the elder scrolls music, thought I would love it forever but I can say after about 4 hours it got rather annoying!

All the luck in the world with your ticket though, you'll need it to get a reply within a week (one that's remotely helpful anyways)!!

Zyen

Mr.knott wrote: »

I once stayed on hold to the old customer support line just to see how long until someone answered... I kept it on loudspeaker while I had dinner, played some games, had a bath and finally went to bed... 6 hours 57 minutes until they won and I gave up. Obviously never bothered again. Now I don't think they even pretend to have a support line.

Also it destroyed my love for the elder scrolls music, thought I would love it forever but I can say after about 4 hours it got rather annoying!

All the luck in the world with your ticket though, you'll need it to get a reply within a week (one that's remotely helpful anyways)!!

Thanks I'm actively sitting here waiting for someone to come rectify this incredibly disappointing communications failure.

MasterSpatula

It was bad in the first year. I wouldn't have thought "make it worse" was the direction they would want to go in, but that just goes to show I just don't know how not to have too much faith in people.

Zyen

MasterSpatula wrote: »

It was bad in the first year. I wouldn't have thought "make it worse" was the direction they would want to go in, but that just goes to show I just don't know how not to have too much faith in people.

At the same time, I get it. It's not easy running a huge game like this and keeping everyone happy, but this is getting a little bit ridiculous!

newtinmpls

I see a pattern.

1-Never let more than 12 hours go by before replying to a "support" e-mail, or you will lose ground.

2-Expect that it will take at least 3 of them to get (whoever) to actually read your e-mail (and use reply, and leave all the original stuff in). Do not cuss, do not rant, just say "my issue is X" and rephrase it a little every time.

3-Usually after about 3-4 rounds of this, whatever it was I wanted does get fixed.

Zyen

newtinmpls wrote: »

I see a pattern.

1-Never let more than 12 hours go by before replying to a "support" e-mail, or you will lose ground.

2-Expect that it will take at least 3 of them to get (whoever) to actually read your e-mail (and use reply, and leave all the original stuff in). Do not cuss, do not rant, just say "my issue is X" and rephrase it a little every time.

3-Usually after about 3-4 rounds of this, whatever it was I wanted does get fixed.

But you understand why as far as quality customer service goes that's unacceptable right?

tinythinker

Zyen wrote: »

MasterSpatula wrote: »

It was bad in the first year. I wouldn't have thought "make it worse" was the direction they would want to go in, but that just goes to show I just don't know how not to have too much faith in people.

At the same time, I get it. It's not easy running a huge game like this and keeping everyone happy, but this is getting a little bit ridiculous!

Sorry to hear this. I have no idea how their support works. At PC launch we saw GMs coming in to help people and zap bots. A few months after launch I had a guildie tell me she sent an in-game support request when a dungeon mechanic was stuck and someone replied back who reset something for them. But phone support, from what I've read and heard, has always been a bit iffy, and I don't know anyone who's seen a GM in a nearly two years. There was an article about support staff layoffs last year that was discussed (politely and respectfully) here on the forums, which was attributed to temporary help that was acquired for console launch and no longer needed. The players felt bad for them, and it would be nice if maybe some of them were rehired to help out so the issue you are having with getting in touch with someone wouldn't have happened.

newtinmpls

Zyen wrote: »

But you understand why as far as quality customer service goes that's unacceptable right?

For me...I can't control anyone but me.

I can find a pattern of action that gets the results I'm looking for, and then use it. And have fun.

Or I can continue behavior that is not working, gnash my teeth and wail and be miserable about what should grumble grumble grumble....no fair...etc.

For me it's an easy choice.

Malpherian

Zyen wrote: »

MasterSpatula wrote: »

It was bad in the first year. I wouldn't have thought "make it worse" was the direction they would want to go in, but that just goes to show I just don't know how not to have too much faith in people.

At the same time, I get it. It's not easy running a huge game like this and keeping everyone happy, but this is getting a little bit ridiculous!

I ran a wow private server, For over 3 years, we had over 57,000 Players online across our 3 servers At any given time and over 300,000 Accounts.

My GM's were always in game, Ready to help, we even had a Player to GM system where Veteran Knowledgeable players could App in to become a GM, and Given some "Abilities" which while not game breaking or over powered Admin wise, were crucial in assisting people with their issues.

If the Volunteer GM Trainee's, couldn't handle it, One of the Actual GM's would step in, If they couldn't solve it, A CO- Admin Would step in. Rarely ever did it need to go above GM, and I can think of only a few times in 3 years an Admin or the Architect himself had to step in. (The Architect is essentially The Head Designer/Developer for the server C++ Scripter/Lua Etc, leads the Design Dev team in charge of Maintaining the server software side,a nd developing new Content).

Average wait time on tickets was about 30 minuets. Our Server, Called Enclave WoW Servers, Consisted of : The Fun server Chaos (A Fun server has Special content and player abilities not found in the retail version of WoW), The RP server Manifest Destiny (Our RP server had things such as Guild housing etc, Where you have your own land mass essentially that was designed by the Guild master with Co-Admin support, naturally things like this were "Premium Content", and our Prime Server Ragorus (Prime server is essentially Stock WoW no special edits, no extra content, It's basically exactly the same as Retail, except free).

My Team consisted of me, the owner, The architect, The Lead Admin, 5 Admin, 15 Co-Admin, 10 Developers, 50 GM's, and Various amounts of Volunteer GMs. Far less the ESO has.

Our Customer service rating was 9/10, Our Game Rating was Rank 3 out of 1000. (Spot's 1 and 2 were taken by servers that were even larger then ours).


ESO, Doesn't even have half that many players. There is no excuse for how they run this game or their customer service. If I can do that making less then 30k a year, ZOE doesn't have any excuse at all except greed and laziness.

tinythinker

newtinmpls wrote: »

Zyen wrote: »

But you understand why as far as quality customer service goes that's unacceptable right?

For me...I can't control anyone but me.

I can find a pattern of action that gets the results I'm looking for, and then use it. And have fun.

Or I can continue behavior that is not working, gnash my teeth and wail and be miserable about what should grumble grumble grumble....no fair...etc.

For me it's an easy choice.

There is also: follow the pattern that works while politely but candidly giving feedback about the quality of service here on the forums. You still get the results from following the pattern but you keep the issue visible.

Zyen

Malpherian wrote: »

ESO, Doesn't even have half that many players. There is no excuse for how they run this game or their customer service. If I can do that making less then 30k a year, ZOE doesn't have any excuse at all except greed and laziness.

I do appreciate the help that I do get, though. I can't express that enough, I don't feel like its the support department's fault, more so just their supervision, policies, and staffing that prevent them from going the distance they should be able to go.

ragnarok6644b14_ESO

I too have noticed trouble with support tickets. It is just getting out of hand.

MasterSpatula

I do want to point out that the CS reps I've interacted with have all been polite and seemed like they genuinely cared about keeping our in-game experience positive. I have nothing bad to say about any of them as individuals.

But they're obviously badly understaffed, incapable of giving responses with an adequate amount of promptness, and the actual power they have to fix things seems to be severely limited.

They're a bunch of smart individuals who care about their jobs who, as a group, fail to meet even the barest minimum standards of service. That's a managerial decision, and it's deeply troubling.

tinythinker

I think the points about them being friendly and sincere who try their best is well made, as the automation and the boilerplate replies can be mistaken for personal faults of the actual support staff. The distinction between the system design for support, how well that system is supported by ZOS, and the actual people trying to do their job in the system are important for these kinds of critiques.

Axoinus

Malpherian wrote: »

Zyen wrote: »

MasterSpatula wrote: »

It was bad in the first year. I wouldn't have thought "make it worse" was the direction they would want to go in, but that just goes to show I just don't know how not to have too much faith in people.

At the same time, I get it. It's not easy running a huge game like this and keeping everyone happy, but this is getting a little bit ridiculous!

I ran a wow private server, For over 3 years, we had over 57,000 Players online across our 3 servers At any given time and over 300,000 Accounts.

My GM's were always in game, Ready to help, we even had a Player to GM system where Veteran Knowledgeable players could App in to become a GM, and Given some "Abilities" which while not game breaking or over powered Admin wise, were crucial in assisting people with their issues.

If the Volunteer GM Trainee's, couldn't handle it, One of the Actual GM's would step in, If they couldn't solve it, A CO- Admin Would step in. Rarely ever did it need to go above GM, and I can think of only a few times in 3 years an Admin or the Architect himself had to step in. (The Architect is essentially The Head Designer/Developer for the server C++ Scripter/Lua Etc, leads the Design Dev team in charge of Maintaining the server software side,a nd developing new Content).

Average wait time on tickets was about 30 minuets. Our Server, Called Enclave WoW Servers, Consisted of : The Fun server Chaos (A Fun server has Special content and player abilities not found in the retail version of WoW), The RP server Manifest Destiny (Our RP server had things such as Guild housing etc, Where you have your own land mass essentially that was designed by the Guild master with Co-Admin support, naturally things like this were "Premium Content", and our Prime Server Ragorus (Prime server is essentially Stock WoW no special edits, no extra content, It's basically exactly the same as Retail, except free).

My Team consisted of me, the owner, The architect, The Lead Admin, 5 Admin, 15 Co-Admin, 10 Developers, 50 GM's, and Various amounts of Volunteer GMs. Far less the ESO has.

Our Customer service rating was 9/10, Our Game Rating was Rank 3 out of 1000. (Spot's 1 and 2 were taken by servers that were even larger then ours).


ESO, Doesn't even have half that many players. There is no excuse for how they run this game or their customer service. If I can do that making less then 30k a year, ZOE doesn't have any excuse at all except greed and laziness.

MasterSpatula

tinythinker wrote: »

I think the points about them being friendly and sincere who try their best is well made, as the automation and the boilerplate replies can be mistaken for personal faults of the actual support staff. .

As I posted on one of the other two (or more) threads on this topic today, I kind of understand the need for automated responses because it's likely they get a lot of really dumb tickets with really obvious answers. But my understanding ends when escalating the ticket doesn't get the quick attention of a human being.

Axoinus

In their defense though, you were running a private server that probably had more technically advanced players. Also, ESO is a pretty dang buggy MMO. I've never played an MMO that I had to abandon and restart so many missions.

So less technical players + lots more issues = longer hold times.

My speculation anyway.

nick59349b14_ESO

Could be worse, could be Honeywell? Its pretty close though...

Clarkieson

Ooooh you have critised ZOS.

Wait for the moderator ban hammer.

Should probably start a lawsuit if everyone is that upset.

UK prosecutors would have a field day with the sale of goods act. What a joke!

tinythinker

Clarkieson wrote: »

Ooooh you have critised ZOS.

Wait for the moderator ban hammer.

Should probably start a lawsuit if everyone is that upset.

UK prosecutors would have a field day with the sale of goods act. What a joke!

Naw, if you aren't rude and don't insult fellow ZOS staff and sub-contractors hired by ZOS you can criticize all day long. Not sure there is a basis for a law suit. Maybe. But, no one in these threads is calling for that.

Yngve_Nik

The fact that this game has more bugs than a termite mound is the main reason I decided to let my ESO Plus lapse and look elsewhere for my MMO fix.

Clarkieson

tinythinker wrote: »

Clarkieson wrote: »

Ooooh you have critised ZOS.

Wait for the moderator ban hammer.

Should probably start a lawsuit if everyone is that upset.

UK prosecutors would have a field day with the sale of goods act. What a joke!

Naw, if you aren't rude and don't insult fellow ZOS staff and sub-contractors hired by ZOS you can criticize all day long. Not sure there is a basis for a law suit. Maybe. But, no one in these threads is calling for that.

I would say, do not read a UK law called the sale of goods act then. This game would severly struggle against it.

Thrasher91604

Terrible terrible service. See me post in the crash thread.

After following their automated instructions to now avail, they ignored my report and said they were too busy to help me. Totally unacceptable.

Someone needs to hit them with a false advertising suit to pull their heads out.

tinythinker

Clarkieson wrote: »

tinythinker wrote: »

Clarkieson wrote: »

Ooooh you have critised ZOS.

Wait for the moderator ban hammer.

Should probably start a lawsuit if everyone is that upset.

UK prosecutors would have a field day with the sale of goods act. What a joke!

Naw, if you aren't rude and don't insult fellow ZOS staff and sub-contractors hired by ZOS you can criticize all day long. Not sure there is a basis for a law suit. Maybe. But, no one in these threads is calling for that.

I would say, do not read a UK law called the sale of goods act then. This game would severly struggle against it.

Fair enough, I am not well-versed in international consumer protection laws. They are probably (OK almost certainly) weaker in the US than in the UK/EU. But you really can criticize ZOS here if you are on point and not making personal attacks.

Zoner

Had to update the same ticket 6 times now, they keep marking it 'solved' and not even responding.

Seems the only response they give is to unban hackers, the rest of us can just go eat it

Mojmir

tell them your immersions broken or someone won't let you RP, it'll get fixed lickety split

Zoner

Mojmir wrote: »

tell them your immersions broken or someone won't let you RP, it'll get fixed lickety split

This

So true

Manpoints

Zoner wrote: »

Had to update the same ticket 6 times now, they keep marking it 'solved' and not even responding.

Seems the only response they give is to unban hackers, the rest of us can just go eat it

Yeah, I dont know what these guys are talking about, hackers getting to talk to CS? These guys having a real phone# to call to talk to someone - Im reasonably certain when I was walking through a friend on getting a ban appealed about a year ago, there's no such services available more of an 'we'll call you' type situation...that only applies to Americans.

Zyen

Bump.

This is a discussion that I really want to catch the attention of the Devs.

Autolycus

Zyen wrote: »

This is more of a general complaint than a specific issue but it really bothers me. I pay fifteen dollars a month for additional digital content and then when it doesn't work or I need assistance with something I get the workaround. If I need a ticket, I send an email into a black hole, get an automated response a week later with no real solution (If that!). If I leave them a callback number, I get nothing after two days. I don't mean to disrespect hardworking forum mods, but their responses are very limited and the answers aren't always readily available. I've been trying for an entire day just to get in contact with a human being that's a customer service representative to help me with a single simple request and I couldn't get that far. Is there a number I haven't tried? What if I had a legitimately unique, game breaking issue? I've gotten no response from their Twitter or Facebook teams, no call back, and no response ticket. This is all really disheartening and very sad for such a fun game to be overshadowed by this laughable lapse in communication. Not to compare apples to oranges because I understand they're different companies with different staff, regulations, policies, etc but Blizzard keeps their support teams at the ready, I've had no issues contacting Riot Games's support line and with a player base this big more than two years into the game you'd figure Zenimax would have their act together. If a moderator, dev, GM, or someone else can assist me with my ticket I'd be very appreciative.

/endrant

I hate to be the one to break it to you, but ZOS doesn't always help the people with game-breaking issues either. This is an excerpt from a correspondence I had with ZOS support:

Thank you so much for this information, I'll escalate this information. In the mean time, I would advise that you keep an eye on the patch notes as any further information information will be listed there for all players.

Again, at this point in time, it does look like you have exhausted all the troubleshooting that we have available.

Please bear in mind that I'm setting your issue to solved because we have no further information for you in regards to this, however if you have any further difficulties, feel free to reply and it will be immediately reopened.

The first message in this string was on April 26th. The excerpt above is from someone on their escalation team, the final message in the string, dated May 19th (that's three weeks of daily correspondence). The ticket was in regards to over half of my guild, which is progression-oriented, being completely unable to even attempt vMoL due to nonstop crashing, consistent FPS drops to <10, and consistently high pings of 999+. It resulted in two core raiding members quitting the game altogether. Here is one of their suggestions in an earlier message in that same string:

I'm very sorry we are not able to resolve your issue right now, but definitely feel free to check back in after the new DLC and let us know if you see any difference.

In other words, "Sorry your game is so unreliable that you are completely unable to participate in the content for which you actively subscribe. But hey, buy the next DLC, okay?"

For the record, this was just the final communication. I had been working on a resolution to these issues since TG hit the live PC NA server (March 7), and during the course of all of my troubleshooting, I gathered a plethora of data that all evidenced the underlying issue being server-side. Naturally, I sent all of the information to ZOS in an effort to contribute towards a better experience going forward.