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Customer Service and Destroyed Items [Incident: 161201-004388]
So I contacted customer service because 9 items had disappeared from my inventory. This is going to make some of you cringe, but the items I lost were:
1. Bow of Willpower (Defending)
2. Blood Spawn Visage (Infused w/ tri-stat Prismatic enchant)
3. Blood Spawn Pauldron (Sturdy)
4. Engine Guardian Visage (Infused w/ tri-stat Prismatic enchant)
5. Engine Guardian Pauldron (Divines)
6. Infernal Guardian Visage (Infused w/ tri-stat Prismatic enchant)
7. Infernal Guardian Pauldron (Divines)
8. Tremor Scale Visage (Infused w/ tri-stat Prismatic enchant)
9. Tremor Scale Pauldron (Reinforced)
So, yeah, I cried a little. Well, the first response I got was a generic bot message, which was... understandable, I'm sure ZoS is very busy with tickets. I won't copy and paste the bot message because I'm sure you've all seen it. We can't restore destroyed items, yadda yadda yadda. So I sent another message saying that I would appreciate if someone would investigate this issue, I wasn't sure what happened to them. The response email:
Well shoot, so there's another copy and pasted message... I responded to that as well, stating I needed further assistance. Their response:
Well shoot again. I did some research on the forums and found that a few players were able to have their items restored after destruction, so I hoped maybe I could get an exception. I mean, these are the 9 most important items in my inventory. So I replied asking for one. Their response:
So there's a lock feature. I didn't know that! I keep those items in the junk tab because I switch gear in and out depending on the dungeon and switch monster sets from trash (Swarm Mother), and bosses (any of the other four, depending). The lock feature is not available in this junk tab. I keep the items there because if it was mixed in with the other inventory it would be very difficult to switch sets quickly when your inventory has 100 items in it. So I asked them why it was that these items cannot be restored? It's not like deconstruction where I receive mats and maybe want to try to game the system to get nirncrux or something... finally I got a nice response, although it didn't answer my question, at least my ticket got escalated:
I am still awaiting their response... it's been over a week. I also sent an email, this is supposed to be their VIP email address for subscribers, which I am, or was until this incident. Guess what? I got another computer generated response from the same customer service department I had been speaking to... now that's what I call VIP! So... to the forums I went to make this post. Only, I didn't have an account. I email them about that as well... I ask for a manual account to be created and they sent me another bot message saying it has been received, please allow 72 hours for your invitation to arrive. 72 hours passes... I contact them saying it's been over 72 hours, I am still awaiting their response. They reply:
LOL. Is this a joke? I replied: What? Of course I need additional help...? They respond:
YOU CAN'T BE SERIOUS... I was livid. I asked them how many times must I reply to this email before I actually receive assistance? For the 3rd time, I am still waiting on my forum account to be created, it's been well over 72 hours and I have not received an invitation. Well you can see that I finally got my invitation. SO, TL;DR... my question to all of you is:
Did anyone else have an experience as laughable as this with customer service? Has anyone been able to have their items restored, is there hope, or will ZoS just bury my ticket and will I ever receive a response from their, "specialized team?" I don't really need anyone to comment on how stupid I am, or to stop whining and that I should have learned a lesson. I know all of that already. At this point it's about more than restoring destroyed items, which I should say any other MMO would have no problem doing for you... just ask WoW if they can restore a character you deleted 2 years ago... they will do it. No, at this point it's about customer service and providing your paying customers with the help they need, not running them in a loop hoping they give up. This experience has led me to stop my subscription, and I've given up playing this game all together until this issue is resolved. I mean, I've purchased every game from Zenimax/Bethesda since Oblivion, and I gotta say, they may have gone from my favorite gaming company to one that I will never give my business to again. So what have your experiences been like?
[edited to remove reference]
Edited by ZOS_CoriJ on December 12, 2016 11:16PM 1. Bow of Willpower (Defending)
2. Blood Spawn Visage (Infused w/ tri-stat Prismatic enchant)
3. Blood Spawn Pauldron (Sturdy)
4. Engine Guardian Visage (Infused w/ tri-stat Prismatic enchant)
5. Engine Guardian Pauldron (Divines)
6. Infernal Guardian Visage (Infused w/ tri-stat Prismatic enchant)
7. Infernal Guardian Pauldron (Divines)
8. Tremor Scale Visage (Infused w/ tri-stat Prismatic enchant)
9. Tremor Scale Pauldron (Reinforced)
So, yeah, I cried a little. Well, the first response I got was a generic bot message, which was... understandable, I'm sure ZoS is very busy with tickets. I won't copy and paste the bot message because I'm sure you've all seen it. We can't restore destroyed items, yadda yadda yadda. So I sent another message saying that I would appreciate if someone would investigate this issue, I wasn't sure what happened to them. The response email:
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
Well shoot, so there's another copy and pasted message... I responded to that as well, stating I needed further assistance. Their response:
Greetings,
Thank you for your patience as we get back to you. I understand that you are missing some items from your inventory. I can certainly look into this issue for you.
After further investigation, our record shows that all of the nine missing items you have listed have been destroyed on 12/1/16. Unfortunately we are not able to restore items that were destroyed or deconstructed.
With the launch of the Dark Brotherhood DLC base game update, The Elder Scrolls Online introduced a system called Item Locking to help prevent accidental deconstruction and deletions. To enable this option, select the item you wish to protect and choose the Lock option. You can find more information about Item Locking here.
If you have any other questions or concerns, please let me know and I will be happy to further assist you.
Warm Regards,
Betty
The Elder Scrolls Online Team
Well shoot again. I did some research on the forums and found that a few players were able to have their items restored after destruction, so I hoped maybe I could get an exception. I mean, these are the 9 most important items in my inventory. So I replied asking for one. Their response:
Response By (Zachariah) (12/04/2016 03:18 PM)
Howdy,
I do understand how much effort it takes to get this gear. I am still searching for the right Sanctuary items for the sorcerer I play! While I wish that I could restore the items, I am unable to do so.
With Item Locking, your equipment can now be locked to prevent accidental deletions. This will prevent you from destroying locked items, converting them to Imperial style, or marking them as junk. To lock an item, select it and choose the Lock option.
Locking an item will remove it from the following:
•Vendor – Sell
•Guild Store – List
•Trade
•Mail – Send Mail
•Guild Bank - Deposit
•Craft Stations – All sections
Please note that some add-ons might interfere with the Item Locking, and you use inventory-management add-ons at your own risk.
I will leave this ticket open. You may reply to this email at any time directly to keep it open for 72 hours. I will see it, unless I have gone home for the day, and will do my best to reply in a timely manner. The ticket number for this is (161201-004388) if you need it later. Thank you again for being so understanding.
Happy Holidays,
Zachariah
The Elder Scrolls Online Customer Support
So there's a lock feature. I didn't know that! I keep those items in the junk tab because I switch gear in and out depending on the dungeon and switch monster sets from trash (Swarm Mother), and bosses (any of the other four, depending). The lock feature is not available in this junk tab. I keep the items there because if it was mixed in with the other inventory it would be very difficult to switch sets quickly when your inventory has 100 items in it. So I asked them why it was that these items cannot be restored? It's not like deconstruction where I receive mats and maybe want to try to game the system to get nirncrux or something... finally I got a nice response, although it didn't answer my question, at least my ticket got escalated:
Greetings,
I can understand your frustration completely. Although I cannot promise anything, I have forwarded your request up to our specialized team for further investigation. A member of that team will contact you as soon as possible.
Warm Regards,
Betty
The Elder Scrolls Online Team
I am still awaiting their response... it's been over a week. I also sent an email, this is supposed to be their VIP email address for subscribers, which I am, or was until this incident. Guess what? I got another computer generated response from the same customer service department I had been speaking to... now that's what I call VIP! So... to the forums I went to make this post. Only, I didn't have an account. I email them about that as well... I ask for a manual account to be created and they sent me another bot message saying it has been received, please allow 72 hours for your invitation to arrive. 72 hours passes... I contact them saying it's been over 72 hours, I am still awaiting their response. They reply:
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
LOL. Is this a joke? I replied: What? Of course I need additional help...? They respond:
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
YOU CAN'T BE SERIOUS... I was livid. I asked them how many times must I reply to this email before I actually receive assistance? For the 3rd time, I am still waiting on my forum account to be created, it's been well over 72 hours and I have not received an invitation. Well you can see that I finally got my invitation. SO, TL;DR... my question to all of you is:
Did anyone else have an experience as laughable as this with customer service? Has anyone been able to have their items restored, is there hope, or will ZoS just bury my ticket and will I ever receive a response from their, "specialized team?" I don't really need anyone to comment on how stupid I am, or to stop whining and that I should have learned a lesson. I know all of that already. At this point it's about more than restoring destroyed items, which I should say any other MMO would have no problem doing for you... just ask WoW if they can restore a character you deleted 2 years ago... they will do it. No, at this point it's about customer service and providing your paying customers with the help they need, not running them in a loop hoping they give up. This experience has led me to stop my subscription, and I've given up playing this game all together until this issue is resolved. I mean, I've purchased every game from Zenimax/Bethesda since Oblivion, and I gotta say, they may have gone from my favorite gaming company to one that I will never give my business to again. So what have your experiences been like?
[edited to remove reference]
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