Support's 'catch 22'

RonRay33

Why should Support require a player with a valid Player-name and P/W to need an Access Code before sending a question?
I have been unable to play my paid subscription since the "fix" of the login window last week because the Access Codes never come, and I cannot reach Support to say the Access Code does not come. I'm caught in to Support's 'catch 22'.

MissBizz

On the support website you can send a ticket in using the "compromised account" option, so it lets you send a ticket without logging in/access code nonsense. Explain what is happening. Apparently some ISP's are stopping the access code emails from going through, so in that support ticket include an email to send replies/access code to.

RonRay33

MissBizz, thanks for a response. Superficially, your answer seems reasonable, but my account is NOT compromised and frankly I am also tired of 2½ years of being force to change my P/W due to ZOS system problems. I contend that a paid subscriber should NEVER be required to go through the Access Code nonsense. A paid subscriber can legally play from any PC in the world. Support never needs to require an access code. They are there to help, not to obstruct requests for help. 2 years ago, I felt they were actually trying to do that, now I see these requirements as only methods to reduce their costs of running Support at the subscriber's expense.

I know that you are trying to help… thank you… As for the "compromised account" option, I will try to find it. However, I am very close to ending my two paid subscriptions after 2½ years, just due to these sorts of unreasonable demands to keep regaining my paid for access to what is otherwise a great game. If so, ZOS will have lost another $358.80 per year and I still will have no worse service while playing.

JKorr

How is Support supposed to know for sure that you are you and this really is your account, if they don't require some means of identifying you? Unless you're on the phone with them and can give the appropriate details, they can't.

So "anyone" can compromise your account and log in from any pc in the world because you don't want to work with the system currently in place. Ever consider sending an email to support and explaining the problem?

I've just gone through sending an email, getting a reply they couldn't deal with my query, but they passed it up the chain. Got a reply from the person they passed it to, and lo and behold, this person could and did help. The situation was resolved; granted it took two days "extra", but the people involved were professional and helpful.

RonRay33

JKorr, indeed I did consider sending an e-mail (that is what the Support request is!) outside of that Support route I know of no other way to reach ZOS. Why don't you give me the URL that you used - for the next time I'm refused access.