Worst customer support

icon911

Is ESO support always horrible? What is your experience?

Coming back to the game after a long break I found that most of my mail items expired. I had a few dozen items on guild stores that now went poof. Ok, not a problem, I get that it is how mail in game works. Still I initiated a support request to see if there is anything that can be done.

To be honest, the exchange that followed, has to be one of the worst customer service experience I had. I was excited coming back to ESO, renewing my subscription and checking out new as well as revisiting old content. However, my question was handled so poorly, it left me feeling that Bethesda cannot be bothered to assist players, so why should I care to come back to the game.

The problem was not that my specific issue was not resolved as I understand that this is how mail designed to work (expire after certain time and disappear), I am ok with that. The problem is the horrible response that I got. 8 hours after initiating the my request, I get automated email saying, "we are sorry for delay, of the issue is not resolved led us know". Ok, not a problem, you try to cut down an amount of reports that get resolved on their own or by customer figuring things out. I responded saying that my issue was not resolved and 24 hours later I get this:

"We appreciate you taking the time to contact us with your inquiry, however, we are unable to process your request" Seriously? I had better response from Start Trek Online support and that says A LOT. Just a canned response?? What request exactly you cannot process and why?

Players' experience does not stop at in-game. Good customer support is vital! In this case, however, my experience with ESO was not important enough to warrant a personal response.

Humatiel

However, my question was handled so poorly, it left me feeling that Bethesda cannot be bothered to assist players, so why should I care to come back to the game.

This is not an if/then situation, you've left ESO in the past and unless it was to spite ZoS your return shouldn't have anything to do with there customer support one way or the other. Jesus we're discussing a game not a merger between your Roth IRA and 401K based on liquidated exchange.

Yes support could have been more polite, should that effect you enough to start declaring "I may not stay so feel threatened by me" no of course not that's ludicrous.

Zolexi

I've had nothing but genuinely good responses from zenimax regarding any in game issue. But it looks to like you're asking them to fix something you know they can't do?

Please do correct me if I'm wrong.

jedtb16_ESO

my experience has always been good.

one question.... if you knew were going to be away for a while why didn't you take those items out?

spectre303

You think ZoS is bad? call Comcast...

UrQuan

I've had great experiences with ZOS CS and I've had terrible experiences with them. I haven't had to deal with them about anything since about January or February, so I have no idea if they're currently mostly good or mostly terrible.

The one thing that I was going to submit a ticket about recently (but then I decided I couldn't be bothered as I didn't really care that much) was when the quest reward was bugged for the Shadows of the Hist dungeons, and it was giving you a level 1 item. I was pleasantly surprised when I got several mails with replacement items (at the correct level) even though I didn't bother to submit a ticket.

But as far as actually dealing with a CS rep, I haven't done that in months.

Nestor

UrQuan wrote: »

I was pleasantly surprised when I got several mails with replacement items (at the correct level) even though I didn't bother to submit a ticket.

I am not sure if CS had anything to do with that. I remember a post from Gina about how they were going to send out replacement items for those who received L1 items. They have the logs on who gets what items so that would be easy enough to implement.

Czirne

Yes, its worst. I had bugged Q on my alt, i was unable to get cyrodiil missions. I made few tickets about it, only response i got was questions about how am I satisfied with their help. I respond to them that it would be lovely to actually solve my problem before asking how am I satisfied about them solving my problem. That was all.

few moths later i figured it for myself that it was ncp near scroll that was bugged, i have to speak with him even without Q and after that it was ok.

Unsent.Soul

I'm lost as to what the OP expected... Automated responses is the way the company handles mass amounts of tickets.

Even said twice I think in the OP that you were okay and understood what was at hand.

Clearly there's nothing they can do, it's OP'S fault, there wasn't a thing any rep could do to make OP happy.

Not everything in this world is instant and we could all assume OP has zero to little patience.

If this experience with the CS team is the reason for you leaving, or giving you a bad impression or bad first taste again. That's OP'S issue.

Gargath

In game support doesn't exist, it's just part of the auto-reply system to let you know how important you are, but in real you aren't.

My experience.

idk

@icon911

You said that you get that is how mail works but they the real issue was that after 24 bours they said your issue could not be resolved.

That contradictory, it seems.

Mail has always expired after 30 days. Anything attached to that mail has always been lost. I Finland understand Zos not going to replace everyone's lost mail every time they do not manage it well or take a break. Especially since it doesn't take a subscription to access in game mail.

idk

@icon911

You said that you get that is how mail works but they the real issue was that after 24 bours they said your issue could not be resolved.

That contradictory, it seems.

Mail has always expired after 30 days. Anything attached to that mail has always been lost. I Finland understand Zos not going to replace everyone's lost mail every time they do not manage it well or take a break. Especially since it doesn't take a subscription to access in game mail.

UrQuan

Giles.floydub17_ESO wrote: »

@icon911

You said that you get that is how mail works but they the real issue was that after 24 bours they said your issue could not be resolved.

That contradictory, it seems.

Mail has always expired after 30 days. Anything attached to that mail has always been lost. I Finland understand Zos not going to replace everyone's lost mail every time they do not manage it well or take a break. Especially since it doesn't take a subscription to access in game mail.

You "Finland understand"? Was that autocorrect replacing a word with the wrong one, or was it your safe-for-work replacement for a curse? Either way I love it, and I'm going to start saying "Finland" as a replacement for *self-censored adjective*

kargen27

My best experience with support so far was an issue after the first major update. I was crashing any time I went into a populated area. I found a work around (using openGL) but it cause the graphics to look like crap. The person trying to help me said it looked like I was getting closer to an answer than they were and wished me good luck.

More recently I have had a problem where when I switch bars my weapons do not appear to switch. No matter which bar I am on it looks like I am holding two swords when part of the time I should be holding a staff. Everything still works but it makes it hard to tell which bar I am on so my rotation goes all to hell on me. When I submitted a ticket on this I got an automated reply telling me how to get my character unstuck. Good to know but not real helpful in my situation.

My other tries with an issue they didn't bother to reply at all. Would have received a better response (or a response at all) if I had just asked my dog. He at least will wag his tail when I ask him a question.

nine9six

You need to ask for Chet.

icon911

Humatiel wrote: »

Yes support could have been more polite, should that effect you enough to start declaring "I may not stay so feel threatened by me" no of course not that's ludicrous.

Threatening was not my intention, it would be ridiculous for me to think that such approach would render a better outcome. My excitement of coming back to the game was simply dampened by lack of care. Thank you for your response.

icon911

Zolexi wrote: »

I've had nothing but genuinely good responses from zenimax regarding any in game issue. But it looks to like you're asking them to fix something you know they can't do?

Please do correct me if I'm wrong.

I apologize if my post was not clear. My support request was to see IF there is anything that they can do. Just because your mail no longer appears in your mailbox it does not mean that Zenimax does not have a way to restore it. Frankly only developers of ESO mail system can speak to that and maybe its not possible at all. That would nice to find out from support's response.

icon911

jedtb16_ESO wrote: »

one question.... if you knew were going to be away for a while why didn't you take those items out?

Clearly my fault and in no way I blame Zenimax for my mail expiring.

Avenias

I got a solution for u guys, just assume there is no support.

alexkdd99

Sometimes I have excellent customer service from them and other times I feel like a 5 year old has read my question and answered. It can be infuriating when something is not working correctly but not much you can do about it

Bouldercleave

spectre303 wrote: »

You think ZoS is bad? call Comcast...

Or Verizon

Avenias

Go play swtor then tell me their customer support. I have yet to get a single reply from any of my open tickets.