ZoS attention please RE: ticket system.

AtmaDarkwolf

I posted in the general help area, but it has no reads other than mine, and its about the support system. Issue was that the voice I choose in the character creation menu while using a race change token (3k crown one) is NOT the voice I have now ingame. I've noticed a lot of 'other' recent human (Not elves or khajiit that I've seen so far) have the EXACT same annoying 'squeaky' voice (Is this a troll attempt by zos?) and all I've talked to about ti say its NOT the voice they picked.

I DID get a 'reply' from my actual support ticket, a canned response stating 'they are under heavy load, sorry it took so long to reply, we closing ticket now' (I submitted ticket yesterday night, so it wasn't THAT long) and I'm frustrated that your support team seems to be just waving every single ticket into the trash here.(Overworked? More like they do NOT WANT to work)

So can a ZoS rep please slap these guys upside the head and ask them to do their actual jobs?(Considering how quick they 'got' to my ticket, decided it was 'solved', applied a random canned 'we got too much work' response, I figure they are just a pile of lazy turds collecting paychecks for 0 work done.)

AtmaDarkwolf

Link to post in general Help:

https://forums.elderscrollsonline.com/en/discussion/284254/race-change-voice-does-not-match-or-even-close-the-selected-voice-when-in-race-change-menu#latest

ZOS_DaryaK

We've removed your other post as a duplicate. Please reply to your support ticket advising you still need assistance and your ticket will get answered by a support agent.

AtmaDarkwolf

if i may ask, what actual point is the other forum if that just gets ignored(then deleted when I post here?)

And I DID respond to the support ticket, I'm venting frustration as to why the tickets are just 'closed' so quickly with a weak excuse (overloaded, etc) ?

Point being, you(ZoS as a company i mean, not you personally) need to look at why your staff is either 'overworked' or why they are saying so yet 'responding' so quick to tickets with that excuse?

Enemy-of-Coldharbour

I submitted a ticket the other day and got a response saying they were busy and they immediately closed my ticket as resolved. So lazy.

bunnytrix

ZOS in a nutshell.
Sell you something faulty. Submit a ticket for help. Support agents close your ticket without even reading it and give you a lame excuse that would get them fired in any other company.
Mods delete your post asking for help.
Yes you really feel valued as a paying customer by this company huh ?

kargen27

Enemy-of-Coldharbour wrote: »

I submitted a ticket the other day and got a response saying they were busy and they immediately closed my ticket as resolved. So lazy.

Well at least you got a response. That is more than some of us get.

AtmaDarkwolf

kargen27 wrote: »

Enemy-of-Coldharbour wrote: »

I submitted a ticket the other day and got a response saying they were busy and they immediately closed my ticket as resolved. So lazy.

Well at least you got a response. That is more than some of us get.

Idk... i kinda feel like i'd prefer NO response... then at least I could have the illision they are 'working' on it...

... to reply less than 12 hrs later with 'Sorry, we just TOO BUSY to help you. Sorry we took so long, but since you never bugged us since you first made this report, we will just assume you care as much about it as we do. So we just going to 'pretend' the issue is fixed.'

No offense ZoS, but as a kid, if I was a delivery guy for my paper route, decided to toss all the papers in a handy trash bin and declare them all 'delivered' I would get fired (I did btw. Get fired. And my parents made me go buy 52 copies of that days paper and deliver them ANYWAYS, even though I had lost the job.)

I just have this belief that you should at least TRY to earn the money for a job you were hired for. From all evidence we (as the customers) have, this is not the case. So why are you paying them when there are tons and tons and TONS of people out there who NEED work like this and are VASTLY over-qualified for the job?

kargen27

I did get one response quite a while back with an issue I still have. When I am doing a pledge or in some other situation with a lot going on and I switch bars my weapons do not appear to switch. I can still do all the skills just I don't see the right weapons. When trying to go back and forth between bars to keep buffs and stuff up knowing which bar you are on is handy and without the visual cue it becomes difficult. I explained when I am using my healing or destro staff skill (depending on roll) I see the two swords that are associated with my other bar.

The one response I got when I first submitted was a message telling me to use /stuck or whatever it is to get your character unstuck and was told a day later the issue was considered resolved. I've reported it a couple of times since with no response. The last time I was a bit snarky so that was maybe my fault. I have hopes though and will some day try again.

AtmaDarkwolf

kargen27 wrote: »

I did get one response quite a while back with an issue I still have. When I am doing a pledge or in some other situation with a lot going on and I switch bars my weapons do not appear to switch. I can still do all the skills just I don't see the right weapons. When trying to go back and forth between bars to keep buffs and stuff up knowing which bar you are on is handy and without the visual cue it becomes difficult. I explained when I am using my healing or destro staff skill (depending on roll) I see the two swords that are associated with my other bar.

The one response I got when I first submitted was a message telling me to use /stuck or whatever it is to get your character unstuck and was told a day later the issue was considered resolved. I've reported it a couple of times since with no response. The last time I was a bit snarky so that was maybe my fault. I have hopes though and will some day try again.

ER yes this is like previous tickets I've had. I feel like there's some program running that picks out random pre-selected words and pulls some piece of a FAQ and pastes it in as the 'fix'

In your issue it seems 'my weapons are stuck on wrong bar' (Or something else, basically you prob said 'stuck' once and it instantly gave you a 'character stuck' fix.)

I strongly feel that whoever is being 'paid' to at the very least - READ- the tickets, isn't doing their job.

That or its just a fact that its all a big clonky AI system cobbled together from google's search engine and a random text reply automated system thats been responding all this time, tacking on some random persons name just to seem more 'real'?

kargen27

I suppose to be fair I should note way back after the first new content was added I started having a problem where I would crash over and over again in certain towns but out in the world (even cyrodiil) I didn't have that problem. I got a good response for that problem and a good follow up. I eventually on my own found out I had to change a setting in the user file switching to opengl but it made the game look a whole lot worse. The guy that was helping me after I told him I did that told me it sounded like I was closer to a solution (others also had it) than they were but he would keep the ticket open in case they did figure out what was going on.

So I did on that one occassion get very good support considering...

Autolycus

I'm not surprised to see this issue again. I've personally (and many of my friends and guildmates) had countless issues with being ignored. I'm pretty frustrated of late because I'm tired of being told that everything is on my end or my fault (assuming I get a response at all) when there is plenty of evidence to the contrary. I proved it once too, but they closed my ticket anyway because they "exhausted all options to help me."

Smh... strongly considering giving up on them after almost 3 years just because of the blatant disrespect and disregard for customer loyalty. Did I say "shut up and take my money!?" What I meant was, "Please pay attention to me when I have legitimate issues. I don't complain that much, and I'm usually very supportive of ZOS."

CHIMCHIMCheree

ZOS_DaryaK wrote: »

We've removed your other post as a duplicate. Please reply to your support ticket advising you still need assistance and your ticket will get answered by a support agent.

This is as good a place to address this as any. I think it's fairly uncontroversial to assert that ESO Support system is not operating optimally. I think this is a fair summation of the system in general, while acknowledging that many players have totally adequate and pleasant support interactions. ZOS Support have acknowledged this, for example, in the mass "we can't help you due to ticket volumes" mailout which states:

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.

The thing is, admitting that the system is failing without committing to resolving that failure is not an acceptable position for a business to take. The community needs to see "okay, support isn't working the way we want it to" being followed by a critical "and here's what we're doing to fix it".

Lacking that follow-up, these acknowledgements amount to a fairly confrontational "we can't offer an experience which is up to our desired standards and we don't intend to."

This has been hashed out again and again, with varying degrees of politeness. There's no arguing the feedback hasn't been received, there's no arguing it hasn't been understood and accepted internally, because ZOS Support explicitly acknowledge the failure. The only missing piece is any commitment to doing better going forward and that's truly quite shameful.

Can we expect to see these concerns addressed, not only case-by-case with "sorry about your support experience, I'll help with your particular situation" but with action that addresses whatever the root causes of these poor experiences are?

AtmaDarkwolf

AS said above, its also sad to see that a person can only get assistance of any speed, if he / she manages to get a forum rep to answer, and personally 'take care' of the ticket(or poke the guy in charge?)

The others, the many, many others who just 'take it' and move on... how many of them get absolutely sick of the lack of any kind of help, and just leave?

Or is it once you got the cash from a certain customer, you want them out the door ASAP? This is possible, but please consider, that once a customer as spent any money with a company, and has felt his/her 'buying' experience has been anything but 'bad' he or she will often make further purchases.

If you keep showing THIS FACE even to those 'scrub free players' future possible paying customers will AVOID the game completely and just find something else. (There are, contrary to what others may think, currently many other options for this style of game. Maybe not 2 years ago, but defiantly today.)

Autolycus

CHIMCHIMCheree wrote: »

ZOS_DaryaK wrote: »

We've removed your other post as a duplicate. Please reply to your support ticket advising you still need assistance and your ticket will get answered by a support agent.

This is as good a place to address this as any. I think it's fairly uncontroversial to assert that ESO Support system is not operating optimally. I think this is a fair summation of the system in general, while acknowledging that many players have totally adequate and pleasant support interactions. ZOS Support have acknowledged this, for example, in the mass "we can't help you due to ticket volumes" mailout which states:

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.

The thing is, admitting that the system is failing without committing to resolving that failure is not an acceptable position for a business to take. The community needs to see "okay, support isn't working the way we want it to" being followed by a critical "and here's what we're doing to fix it".

Lacking that follow-up, these acknowledgements amount to a fairly confrontational "we can't offer an experience which is up to our desired standards and we don't intend to."

This has been hashed out again and again, with varying degrees of politeness. There's no arguing the feedback hasn't been received, there's no arguing it hasn't been understood and accepted internally, because ZOS Support explicitly acknowledge the failure. The only missing piece is any commitment to doing better going forward and that's truly quite shameful.

Can we expect to see these concerns addressed, not only case-by-case with "sorry about your support experience, I'll help with your particular situation" but with action that addresses whatever the root causes of these poor experiences are?

+1

I'd just like to share my experience here, briefly.

I have submitted numerous tickets in the last two weeks for only two different issues. One of which pertains to two set pieces that took me over a year to get, both of which cannot be dyed. Okay sure, low impact. The second is for the client crashing consistently after completion of hardmode dungeons and trials. this occurs in vIP, vCoS, and vSO (only from personal experience, it's likely applicable to all hardmodes) and affects some people, but not everyone.

The latter is frustrating in and of itself, however upon logging back in, loot (which previously could no be obtained due to the crash) is completely gone. Chests disappear, corpses are unlootable. Just... gone.

ZOS refuses to help with this. I have submitted both Ask for Help tickets and Feedback tickets for each of these issues, in an effort to both inform their team of a bug that needs fixing, and to obtain some sort of recompense for wasting my time and money on broken game systems.

I have yet to receive a single email from ZOS support. Not a single one. I finally received a message from a forum admin who allegedly spoke to support, made some untrue claims about my ticket status, and then basically said "tough luck."

This system is appalling. I've been playing since beta and I remember a time when support actually responded to us. ZOS support is simply non-existent, as far as I'm concerned. I can't begin to count the number of people who have spoken of the exact same issues, let alone them openly admitting how horrible their service is. It is blatantly obvious that I am being outright ignored now, because that same admin, and another whom I reach out to I might add, have both been present on some of these pages since the conversation was initiated two days ago. Why has a real support rep not contact me yet? Do you guys even still employ support reps? I am absolutely repulsed by the apathy towards paying customers, new and old alike. Way to go ZOS.

NewBlacksmurf

CHIMCHIMCheree wrote: »

ZOS_DaryaK wrote: »

We've removed your other post as a duplicate. Please reply to your support ticket advising you still need assistance and your ticket will get answered by a support agent.

This is as good a place to address this as any. I think it's fairly uncontroversial to assert that ESO Support system is not operating optimally. I think this is a fair summation of the system in general, while acknowledging that many players have totally adequate and pleasant support interactions. ZOS Support have acknowledged this, for example, in the mass "we can't help you due to ticket volumes" mailout which states:

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.

The thing is, admitting that the system is failing without committing to resolving that failure is not an acceptable position for a business to take. The community needs to see "okay, support isn't working the way we want it to" being followed by a critical "and here's what we're doing to fix it".

Lacking that follow-up, these acknowledgements amount to a fairly confrontational "we can't offer an experience which is up to our desired standards and we don't intend to."

This has been hashed out again and again, with varying degrees of politeness. There's no arguing the feedback hasn't been received, there's no arguing it hasn't been understood and accepted internally, because ZOS Support explicitly acknowledge the failure. The only missing piece is any commitment to doing better going forward and that's truly quite shameful.

Can we expect to see these concerns addressed, not only case-by-case with "sorry about your support experience, I'll help with your particular situation" but with action that addresses whatever the root causes of these poor experiences are?

+1
And considering there is no account visibility with tickets like some other companies, this is a major concern.

I'd think overall a lot is paid to the company for things like subs, crowns and with the changes the profitability should be there for much better forum and service interactions.

The quality of the game, the forums and service is so poor even the ESO live episodes....it's a wonder where all the money is going.

Smasherx74

ZOS needs better/more support team members. This is a MMO after all, what are you guys expecting?

AtmaDarkwolf

Oh this is just plain STUPID now. @ZoS whats going on here?

Latest response, by 'Chet' This time, is EXACTLY AS BEFORE. Will they just keep spam canned response closing tickets? Even if I KEEP UPDATING it to let them know its NOT FIXED. Every day?


Greetings,
Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.
If your issue has been resolved, please be sure to provide feedback using our Customer Service Survey when it arrives in your inbox. If your issue has not been resolved, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team



The thing is, it WASN'T THAT LONG, it was less than a day the first time, just slightly over 24hrs this time. They are NOT being 'pushed' because of high volume(Not if they just keep using same response so quickly)

PLEASE ZoS hire new ppl for your support team. I'd also fire the entire current team because obviously they are too busy doing 'paste - send' responses to actually help anyone.



Ref Number is : 160810-001193

@ZOS_GinaBruno @ZOS_JessicaFolsom @ZOS_KaiSchober @ZOS_GaryA @ZOS_TristanK @ZOS_DaryaK

AtmaDarkwolf

Still nothing, yet another day with a 'sorry we are working SOOOOOOOOOOOOOO hard just couldn't help you. But the issue has prob magically fixed itself, so we gonna attempt to close the ticket again. SOON you will get sick of re-opening it and we can get on doing whats important. Counting the cash we got from selling morons the race change tokens!'

AtmaDarkwolf

Ok so today a real person actually replied, and they did refund me the 3k crowns, but as great as that is, ZoS this does not address the issue. Or even admit to it.

I fully appreciate the 3kcrowns back, but chances are I'm going to spend them to try again, and seeing as how this has happened before, chat are chances I'm NOT coming back to complain about the same issue?

It would be nice if there was a public statement about the problem and any intention to fix it.

tryia3b14a_ESO

As someone who has worked in a call center before, every action you take is monitored, down to the very words you say (which are not your words at all and are chosen by the company. Do not deviate from the script or you'll be sorry). Like even taking a quick 5 minute run to the bathroom is monitored and kept track of. So I seriously doubt the employees are just closing the tickets out because they feel like it. No doubt they are instructed to by the company.

I've gotten pretty poor responses to my tickets too, but I know it's not each individual CS rep's fault, it's the company.

NewBlacksmurf

tryia3b14a_ESO wrote: »

As someone who has worked in a call center before, every action you take is monitored, down to the very words you say (which are not your words at all and are chosen by the company. Do not deviate from the script or you'll be sorry). Like even taking a quick 5 minute run to the bathroom is monitored and kept track of. So I seriously doubt the employees are just closing the tickets out because they feel like it. No doubt they are instructed to by the company.

I've gotten pretty poor responses to my tickets too, but I know it's not each individual CS rep's fault, it's the company.

Devs quality is poor so service will follow. If the senior folks in charge of fixing issues have poor quality then why would someone paid waay less care. They can't even actually fix your issue in most cases.

I'm not sure of you're overall experience but in every call center or service dept I've been a part of, trained or managed, we also had to fire a small group of individuals every quarter who did stuff like this because they are graded on how many service interactions they complete. It's usually length of time and completion as well as how many which equates to positive evaluations.

You always have a group who really cares and makes sure to escalate and follow up on trends but the devs are creating ore problems than what service can assist on. When the mound builds up faster than you can even follow up on existing requests....things become less important and eventually service staff could care less cause their boss and the devs don't demonstrate efforts to reduce issues.

Some of the better companies evaluate on how many call backs and they give the new ticket back to the same person of the same customer is requesting a new issue, existing issue or contacting on the same issue.

What's learned from these environments is that people who are rewarded for behaviors will figure out how to get more credit by doing less work. Some care to do a good job but many only see themselves working there for 1 year max so the turn over is crazy.

I and many others have experienced month after month, tickets being closed within 24 hours with absolutely no attempt to resolve. I'll be actual....since 2015, I've never revied an initial response that even relates to my ticket. It's only after the second or third reply that the original issue is even recognized. Often times the first reply isn't even acknowledged.

Low pay, poor or cheap software, little to no quality expectations and possibly even third party support and off shore support leads to these trends. Considering most updates have a ton of obvious bugs from the dev teams, obviously the support teams are going to provide less service from a quality standpoint than the senior devs.

The problem is ZOS quality for performance is waaay below where it needs to be. This leads to too many service tickets that honestly service personnel could care less to address because the devs don't seem to care.

Basically this is ZOS...they are a kid who has made a mess in their room.
ZOS support is taking issues and getting to the people to clean up the kids room.

But ZOS is dumping more and more Legos on the floor while mom and dad and brother are trying to clean it up. Then you end up hiring a maid cause it's too much for everyone and then the maid gets fed up cause the parents won't deal with the issue.

The kid is the problem ...
So in essence ZOS devs are the kid and the ZOS senior dev managers need to be a real parent
Get rid of the kids making a mess and that impacts your service staff results.