ESO Customer Support

dwtdwtdwt

How would you rate ESO's customer support in regards to responding to, understanding of, and solving your in-game issues?

Bigevilpeter

Bad

Most of the time its generic responses, the rarely even read the reports

Shad0wfire99

Good

I submitted a ticket for a missing item once, and the auto-response I got was about changing my User ID, so there's that. However, all of the issues I've submitted tickets on have gotten resolved, so I'm not gonna bash ZOS over their Customer Support.

Elsonso

Good

There can only be one "The Best" so Good will have to do.

imredneckson

They have their moments for all of them. Some I can't be more happy with others the complete opposite.

NewBlacksmurf

Bad

I've never had anything resolved in less than two emails so I'm rating them as bad.

I won't say the worst because I deal with companies like TWC.

GreenhaloX

Unfortunately, I cannot vote on the current selections you have. I'm on the fence right now.

idk

The Best!

Why was this poll even created. It cannot offer any proper feedback since it's not created to do so.

jedtb16_ESO

The Best!

only had one real problem and that was dealt with in a professional and efficient manner.

clayandaudrey_ESO

The Best!

Every problem I have had in game as been resolved swiftly and to my satisfaction by someone who was pleasant. I know that ymmv but that has been my experience.

Now put a poll up about forum moderation for a different response.

AndrewQ84

Good

I generally don't have issues with them. They are prompt and get my problems fixed quickly. However, I had an issue the other day that actually made me pretty upset with their customer service. I was having problems with downloading the Hist patch. It was giving me an error of somethign along the lines of "Reliable Source Serving Corrupt Data". I sent in a ticket and got back an automatic response relating to resetting my password or getting my user ID if I forget them. Log in issues. Nothing to do with my actual problem. Made me feel like no one at customer service even took the time to read what I had wrote. Which was not the experience I have had with them every other time.

JahneeO

Good

I have only had a couple of issues. They have always responded both quickly and fairly in each case so... no complaints.

Lord_Eomer

Bad

Believe me mostly they even do not understand question and send some Generic Response...

mtwiggz

The Worst!

Not usually very helpful. Get a lot of "copy/paste" replies and generic fixes that have nothing to do with the issue at hand.

Some of which include;
1.) Make sure you're connected to the Internet.
2.) Did you reset your router?
3.) Flush toilet and wiggle handle.
4.) Remove all addons.
5.) Repair your client.
6.) I'm sorry be we cannot be of any help at this time. Please contact your ISP for further support.

Jimboo84

Bad

There're not enough options to choose from. I would vote this Customer Support as Medium quality

Many answers are just provided as a template. In these cases I ask myself if the Customer Support is supported by humans or robots.

Last weeks I've sent some questions to Support. The answers I've got indicate that Customer Support don't read the detailed issues that they receive. I'm quite harsh on this, but I guess that's the experience I have as a working IT /Support System Engineer.

They should act more as people, instead of robots, this would make a lot of difference.
But I know by now some people that are paying much more attention to a ticket, than other persons do. And those replies are appreciated.

Now, instead of being all negative there are some improvements over the X months:
- Auto-reply when they're closed
- Auto-reply when they receive high amount of requests

noxayloxub17_ESO

Bad

The majority of my tickets get closed with a clearly canned response that shows they did not even read the ticket. Its frustrating that I have to reopen tickets that were obviously ignored.

TheValkyn

The Worst!

EA has better customer support. I never thought I would say that about a company that actually has a support desk.

EnOeZ

The Worst!

In about 100 reports in 2 years, I got 1 useful productive interaction.
Everything else is completely generic useless answers as others stated.

Lieblingsjunge

Good

I've never had any problems with them. When I've had to send tickets, they've always been quick and helpful responding. But then again; I think it matters how you approach them, too. If you bash their heads, they would be less interested in helping you, than if you were nice.

I like ZoS CS

Runs

I want to say bad...

I have issues with them treating people with the same issues differently. Multiple people can decon or delete items and be told there is nothing that can be done(and rightly so), but then someone else will do it and post a praise ZOS thread about them restoring their item. That is just wrong IMO, as customers we should all receive the same treatment.

Some of the generic responses are often insulting to players. You report someone for cheating/exploits and get told to put the player on ignore.

One ticket I had, I fully explained my problem. The response was them telling me to do what I already told them I could not do, with an explanation of why I couldn't do it. This went back and forth them continually telling me to do, what I tried to do and couldn't, 3 times before I stopped replying and thus the ticket was closed. The issue became moot a week later when TG was released.

Then there are the bug/issues you send in and you know it's not something they need to respond to, it's not something that can just be quick fixed. Things that affect many players... And they send you a mail 1-2 weeks later telling you sorry they didn't meet your expectations or some crap. Meanwhile the issue has since been resolved. Some tickets don't need a response, don't send one... Especially not weeks later.

But...

The few times I have had serious issues that were fixable... The response time was lightening fast. I mean literally less than 10 minutes on one issue where my regen got stuck on 0 after completing a quest.

So maybe it's about which support agent you get, what mood they are in, and how you treat them in your correspondence. Or maybe it's about priority.

Vipstaakki

Good

I have never had a problem with them.

Ourorboros

The Worst!

ESO has Customer Support?

Sarcasm aside, an email only response system leaves much to be desired. Even worse, every ticket comes with an automated response that requres further input from the complainant to even hope for resolution. This is the WORST support I've ever seen.

BlackguardBob

Bad

They seem more determined to reply within 6 hours (with an automated response) rather than actually dealing with a problem. This can be exacerbated when the problem recurs regularly and you have to go through the process again.

Worse, sometimes they just give up or refer customers to another agency who in turn will always deny the problem under review is their concern and will bounce you back.

Then you are back at square one with no point of reference, no particular person to engage a conversation with that even tries to understand.

Having said all that I do believe they are improving which is why I am not saying they are the worst.

Karivaa

The Best!

I seriously have had great luck with customer support! One of my tickets was about pvp and they said they were referring me to somebody else. That person answered me and said he also plays pvp on Xbox and we had quite a long discussion about the state of pvp and what they are working on to improve it.

Asys

The Worst!

Ourorboros wrote: »

ESO has Customer Support?

Sarcasm aside, an email only response system leaves much to be desired. Even worse, every ticket comes with an automated response that requres further input from the complainant to even hope for resolution. This is the WORST support I've ever seen.

Cant agree more. Sooo crap

Lightninvash

The Best!

phairdon

Good

Always received good help from the small amount of tickets submitted.

Daemons_Bane

Good

All the tickets I have sent, have been responded to and handled quickly and cleanly

Egonieser

Bad

Chet would disagree!

Haxnschwammer

The Worst!

There is a customer support?

The last three tickets I sent in have been ignored. No answer at all.

TH3IRI5HR3B3L

I didnt receive my crowns this month and made a post on the support section asking people if it happened to them and was it a bug.

I was contacted by zos and my crown were in my account that same day.

Thanks @ZOS_DaryaK