Laughable customer support

Nerouyn

I've had to lodge a ticket about a problem. It is a simple problem which others have had and requires CS assistance.

I've had 3 responses from CS asking me if the problem has solved itself (impossible) and asking me to reply if it hasn't. I keep replying and in response they keep asking the same stupid question.

One automated response like this I could possibly understand. But 3, and the second and third being literally identical (i.e. copy pasted) is just unreal.

What does one have to say to actually get assistance?

SublimeSparo

Wait...
You mean this game has customer support?
Huh, who knew!

Pretty sure it's all bots, with maybe one person to respond if it gets escalated enough by the bots if they detect you are a streamer

Nerouyn

SublimeSparo wrote: »

Pretty sure it's all bots, with maybe one person to respond if it gets escalated enough by the bots if they detect you are a streamer

That's the weird thing.

Clearly no-one has read my ticket because asking me if it had resolved itself is moronic. Especially 3 times. But the responses aren't labelled as automated. Each one has a (supposed) person's name attached to it.

SteveCampsOut

Welcome to No Help ESO.

Nerouyn

SteveCampsOut wrote: »

Welcome to No Help ESO.

CS was pretty good back when the game launched.

At the beginning of the year it was worse but still decent. My character got stuck on a main storyline quest for almost two months because of some glitch which wouldn't let bosmers flip a switch. No short-arse jokes please. It was poor that a main storyline quest should be broken for so long but CS responses were at least sympathetic and someone was actually reading the tickets.

Now it's like there's not even anyone there.

TheValkyn

Do you remember when Matt Firor promised "Premium Customer Support"? Yeah, he actually had the nerve to promise that.

Mojmir

They got the money,and now they got no cares.

Nerouyn

TheValkyn wrote: »

Do you remember when Matt Firor promised "Premium Customer Support"? Yeah, he actually had the nerve to promise that.

I don't but I googled and that was pre-launch. It was actually very good back then. So he did actually deliver on that promise.

I'm guessing the CS budget has since been gutted though.

SublimeSparo

Nerouyn wrote: »

SublimeSparo wrote: »

Pretty sure it's all bots, with maybe one person to respond if it gets escalated enough by the bots if they detect you are a streamer

That's the weird thing.

Clearly no-one has read my ticket because asking me if it had resolved itself is moronic. Especially 3 times. But the responses aren't labelled as automated. Each one has a (supposed) person's name attached to it.

Reported so many crashes and bugs in vMoL on ps4 and most of the responses are 'we can't advance you in that quest line' hmmm not quite what i was getting at and would kind of defeat the purpose of raiding but oh well whatever nevermind

TheValkyn

Nerouyn wrote: »

TheValkyn wrote: »

Do you remember when Matt Firor promised "Premium Customer Support"? Yeah, he actually had the nerve to promise that.

I don't but I googled and that was pre-launch. It was actually very good back then. So he did actually deliver on that promise.

I'm guessing the CS budget has since been gutted though.

Odd, there is still a subscription and his comment was made to justify a subscription.

Rouven

Hehe, that reminds me of the robot I had on the line from my credit card. I told him 3 times I want to speak to a person/agent/representative until he finally gave up and I really got to talk to someone.

Embrace the future, it's here.

KaleidoscopeEyz

This is how they close tickets. Eventually you will get tired of responding "NO" and then when you don't reply within 48 hours, the ticket will be closed. GENIUS!

I'm still waiting on that Minor Vitality to show up in the character sheet effect from Swallow Soul. It's been 9 months or more. Any day now.

Loralai_907

You can't have such crap customer service and expect to do well. Which makes me wonder WHY they allow such crap customer service and what does it say about their future plans?

sirston

what happens when you let go 300 reps and you hate the game you made

Gargath

This case is like a never ending story...
I somehow understand, there is some zos' logic in this "no real suport"... when I tried to contact in game support they sent me automated responses and I was angry that it wasn't working. When I realised there is no living people willing to help at support I stopped bothering them with my problems. No problems now and everyone's happy .

JamilaRaj

Nerouyn wrote: »

What does one have to say to actually get assistance?

You have to reach sufficiently high spending level and then cancel subscription. You do not even need to file a ticket; they will call you and offer assistance. Conversely, if you do not reach sufficient spending level, you will get no assistance; in P2W games, some players are simply not worth assisting.

jircris11

i must have the gods luck then, every time i submit a ticket for an issue with my character or a bug i get assistance. it takes a day or two but i manage. I will admit it is NOTHING like it was at launch, they even had phone support lol.

Waseem

one of ESO support agents:

Nerouyn

I'm up to four now.

First time this:

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

Then three:

Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, 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 problem cannot resolve itself. So I'll have to file a BBB complaint.

Rouven wrote: »

Hehe, that reminds me of the robot I had on the line from my credit card. I told him 3 times I want to speak to a person/agent/representative until he finally gave up and I really got to talk to someone.

Embrace the future, it's here.

I could believe a Skynet starting out as a sadistic CS AI just like this.

Waffennacht

Im so curious now...

What's the issue?

Nerouyn

TheValkyn wrote: »

Odd, there is still a subscription and his comment was made to justify a subscription.

Perhaps like the subscription, they now regard customer support as optional!

Tandor

TheValkyn wrote: »

Nerouyn wrote: »

TheValkyn wrote: »

Do you remember when Matt Firor promised "Premium Customer Support"? Yeah, he actually had the nerve to promise that.

I don't but I googled and that was pre-launch. It was actually very good back then. So he did actually deliver on that promise.

I'm guessing the CS budget has since been gutted though.

Odd, there is still a subscription and his comment was made to justify a subscription.

The differences being that the level of customer support has been reduced, and the need for a subscription in order to play the game no longer applies.

Nerouyn

Waffennacht wrote: »

Im so curious now...

What's the issue?

Created a guild years ago but accidentally quit. Only one other person in it and she hasn't played for ages. Last time she was on she re-invited me but I didn't bother to ask for the guild leader hat back. I didn't mind her having it. But I think she's really busy with work now and I haven't heard from her since the beginning of the year. Sent her an email recently about the festival event too.

https://help.elderscrollsonline.com/app/answers/detail/a_id/6097/~/what-can-we-do-if-our-guild-leader-disappears?

I googled (as I do) and found lots of forum posts about it and the official help entry.

So yeah, as I said, not a problem which can magically resolve itself. I'm not going to keep replying to that same inane response just to keep the ticket alive either so I filed a BBB complaint. It can take a while but I have found them to be effective at getting results. And this isn't exactly a complicated problem.

Tandor

Waffennacht wrote: »

Im so curious now...

What's the issue?

Agreed. Plus, how do some people accrue so many issues that they get to test customer services so much? I think I've had perhaps 3 tickets in 17 years of playing MMOs, yet some seem to have them on what seems like almost a daily basis judging by the posts we get here and elsewhere! I know I play the game differently to a lot of people, but I do sometimes wonder if I'm even playing the same game at all.

Waffennacht

Nerouyn wrote: »

Waffennacht wrote: »

Im so curious now...

What's the issue?

Created a guild years ago but accidentally quit. Only one other person in it and she hasn't played for ages. Last time she was on she re-invited me but I didn't bother to ask for the guild leader hat back. I didn't mind her having it. But I think she's really busy with work now and I haven't heard from her since the beginning of the year. Sent her an email recently about the festival event too.

https://help.elderscrollsonline.com/app/answers/detail/a_id/6097/~/what-can-we-do-if-our-guild-leader-disappears?

I googled (as I do) and found lots of forum posts about it and the official help entry.

So yeah, as I said, not a problem which can magically resolve itself. I'm not going to keep replying to that same inane response just to keep the ticket alive either so I filed a BBB complaint. It can take a while but I have found them to be effective at getting results. And this isn't exactly a complicated problem.

If there was only one other person in it... and you accidentally left it, are you sure that it even still exists? IS possible it was deleted?

Nerouyn

Waffennacht wrote: »

If there was only one other person in it... and you accidentally left it, are you sure that it even still exists? IS possible it was deleted?

Are you trying to emulate ESO CS?

Nerouyn wrote: »

Created a guild years ago but accidentally quit. Only one other person in it and she hasn't played for ages. Last time she was on she re-invited me but I didn't bother to ask for the guild leader hat back. I didn't mind her having it. But I think she's really busy with work now and I haven't heard from her since the beginning of the year. Sent her an email recently about the festival event too.

But to spell it out, yes I'm sure it still exists. I press g. I see the guild.

Tandor wrote: »

Plus, how do some people accrue so many issues that they get to test customer services so much?

A whole three for ESO.

At launch there was a problem with one of the Auridon world boss achievements. I kept killing him but no update. It was a bug which was fixed in the next update and reported in the update notes.

As I said earlier in this thread, at the beginning of this year my main character got stuck on the main storyline quest. Could not flip a switch needed to progress the quest. It was a bug which only affected bosmer characters and took several months for them to fix.

And this. Over a period of three years. It's hardly 'so many issues'.

threefarms

What customer support? Looks like ZOS shoved it up Molag Bals ass.

Tandor

Nerouyn wrote: »

Waffennacht wrote: »

If there was only one other person in it... and you accidentally left it, are you sure that it even still exists? IS possible it was deleted?

Are you trying to emulate ESO CS?

Nerouyn wrote: »

Created a guild years ago but accidentally quit. Only one other person in it and she hasn't played for ages. Last time she was on she re-invited me but I didn't bother to ask for the guild leader hat back. I didn't mind her having it. But I think she's really busy with work now and I haven't heard from her since the beginning of the year. Sent her an email recently about the festival event too.

But to spell it out, yes I'm sure it still exists. I press g. I see the guild.

Tandor wrote: »

Plus, how do some people accrue so many issues that they get to test customer services so much?

A whole three for ESO.

At launch there was a problem with one of the Auridon world boss achievements. I kept killing him but no update. It was a bug which was fixed in the next update and reported in the update notes.

As I said earlier in this thread, at the beginning of this year my main character got stuck on the main storyline quest. Could not flip a switch needed to progress the quest. It was a bug which only affected bosmer characters and took several months for them to fix.

And this. Over a period of three years. It's hardly 'so many issues'.

I'm sorry if it wasn't clear that my reference to "some people" was a general one rather than specifically directed at you.

AtmaDarkwolf

Nerouyn wrote: »

I've had to lodge a ticket about a problem. It is a simple problem which others have had and requires CS assistance.

I've had 3 responses from CS asking me if the problem has solved itself (impossible) and asking me to reply if it hasn't. I keep replying and in response they keep asking the same stupid question.

One automated response like this I could possibly understand. But 3, and the second and third being literally identical (i.e. copy pasted) is just unreal.

What does one have to say to actually get assistance?

THIS is the level of customer support TESO has.

Reasoning behind it is if they bounce back that auto flipping response enough times, the person with the issue will give up and quit trying(Saving time of the over worked eso staff?) or the problem will solve itself(IE: some random future update 'unbreaks' whatever was causing the problem)

It takes a LOT (And I mean A LOT) of 'pushing' to get help with ANYTHING ingame. I doubt a person actually sees your ticket until its been though the system at least 5 times.(But u will see the 'name' of responder changes each time)

Nerouyn

Tandor wrote: »

THIS is the level of customer support TESO has.

Reasoning behind it is if they bounce back that auto flipping response enough times, the person with the issue will give up and quit trying(Saving time of the over worked eso staff?) or the problem will solve itself(IE: some random future update 'unbreaks' whatever was causing the problem)

It takes a LOT (And I mean A LOT) of 'pushing' to get help with ANYTHING ingame. I doubt a person actually sees your ticket until its been though the system at least 5 times.(But u will see the 'name' of responder changes each time)

I've worked on the other side of this and I know that sometimes people report problems which aren't problems. It's good old user error. So I could genuinely understand one automated response of this nature.

But 4 is absurd.

SaibotLiu

Tandor wrote: »

Waffennacht wrote: »

Im so curious now...

What's the issue?

Agreed. Plus, how do some people accrue so many issues that they get to test customer services so much? I think I've had perhaps 3 tickets in 17 years of playing MMOs, yet some seem to have them on what seems like almost a daily basis judging by the posts we get here and elsewhere! I know I play the game differently to a lot of people, but I do sometimes wonder if I'm even playing the same game at all.

Ive been playing MMOs for about the same length of time and have never had issue with CS staff on the rare cases I needed them. But during the same stretch every single game Ive played has been plagued by these stories of horrible CS experiences.

There's a certain group of people when they walk into a business theyve already decided theyre going to have a bad experience, or they're going to be a problem case that is a sponge for staff attention, etc.