hope ZoS bolster their customer service soon, friend is starting to dislike ESO cause of it

dsalter

basically my friend i bought ESO + explorers pack for her birthday (and totally not so i could have another RL ingame friend ) and we had issues getting her code to work, says it was invalid even though i was there with her when she scratched it off.

nearly a week now and she's still trying to get her explorers pack. she wont play without it because she loves the lore behind the pact (master alliance hurr hurr) but wants to be a khajiit, hence why i put the effort to get the explorers.
but nearly a week?

i can see why ESO could scare off future purchases if this is how long it takes

Waseem

the customer support of ESO does not support
source(s): my tickets

Turelus

It could be that ZOS have invalidated all the codes now to help push sales in the Crown Store? Assuming this is one of the really old paper codes.

I have a spare if you like, I could PM it to you and see if it works?

dsalter

Turelus wrote: »

It could be that ZOS have invalidated all the codes now to help push sales in the Crown Store? Assuming this is one of the really old paper codes.

I have a spare if you like, I could PM it to you and see if it works?

if you are fine with that, friend is sad her b-day present doesnt fully work

Elsonso

Turelus wrote: »

It could be that ZOS have invalidated all the codes now to help push sales in the Crown Store? Assuming this is one of the really old paper codes.

I doubt this. I have had trouble with scratch off codes on old cards. More than once. They honored them. It did not take a week, but I was able to get the issue resolved, with proof of purchase.

AlienatedGoat

Make sure your friend is filing the support issue under the right descriptions and keeping on top of the ticket.
I've had to contact support twice in the past month and both times my issues were responded to within 24 hours and resolved ASAP. I have every confidence in ESO support and their professionalism hasn't gone unnoticed or unappreciated from me. I'd suggest just making sure your friend double checks everything and maybe adds comments to the support ticket, especially if it's been 4 days - you have to keep adding to the ticket before then or the system will mark the issue as resolved and will kick it out of the queue (it's how they keep their system free of old issues/mistakes/etc while keeping new ones in priority). I hope this helps and your friend can get her issue settled to her satisfaction.

dsalter

Phage wrote: »

Make sure your friend is filing the support issue under the right descriptions and keeping on top of the ticket.
I've had to contact support twice in the past month and both times my issues were responded to within 24 hours and resolved ASAP. I have every confidence in ESO support and their professionalism hasn't gone unnoticed or unappreciated from me. I'd suggest just making sure your friend double checks everything and maybe adds comments to the support ticket, especially if it's been 4 days - you have to keep adding to the ticket before then or the system will mark the issue as resolved and will kick it out of the queue (it's how they keep their system free of old issues/mistakes/etc while keeping new ones in priority). I hope this helps and your friend can get her issue settled to her satisfaction.

already ahead on that one, been telling to her to ask about the progress every morning

Sausage

Its 3d party who take care of ESO's customer service, I believe they have very high traffic, thats why some of the tickets gets neglected. Its crap-shoot so to speak. Dont blame Zen because its not them, blame the greedy CEO's of Zen who thought its better to outsource it.

BigBragg

Their lack of support is pretty sad. Hope your friend can get this sorted soon and enjoy the game.

dsalter

@Turelus

thanks for the help saddly that code also came up as invalid, guess it's the redeeming function in general thats not working as 2 seperate codes coming up as invalid is defo a red flag

thing is, theres no expiration date onit so it's rather scummy if it's intended

dsalter

oops double post

Turelus

dsalter wrote: »

@Turelus

thanks for the help saddly that code also came up as invalid, guess it's the redeeming function in general thats not working as 2 seperate codes coming up as invalid is defo a red flag

thing is, theres no expiration date onit so it's rather scummy if it's intended

Thanks for letting me know. If it gets resolved and she uses her own code rather than mine let me know and I can pass it on to someone else.

dsalter

Turelus wrote: »

dsalter wrote: »

@Turelus

thanks for the help saddly that code also came up as invalid, guess it's the redeeming function in general thats not working as 2 seperate codes coming up as invalid is defo a red flag

thing is, theres no expiration date onit so it's rather scummy if it's intended

Thanks for letting me know. If it gets resolved and she uses her own code rather than mine let me know and I can pass it on to someone else.

she said thank you for trying and she said dont worry she won't use your code now that she knows that it's the redeeming and not the code thats broken

KingYogi415

You redeam the code on eso.com

Not the psn store.

dsalter

KingYogi415 wrote: »

You redeam the code on eso.com

Not the psn store.

she's on the computer. i did it with her. i'm not a moron but thanks for trying to be smart.

dsalter

update: nearly a full 7 day week and still nothing.

Derzelas

I have had success with their ticket system too here's a simple check list your friend can try.
Checklist:
Made sure the code was put in correctly?
Send in a Customer Service ticket in game?
Check the email addresses emails used for your friends eso account? (Hotmail, Gmail etc)
Reply to the email sent to you if they did reply in 72hrs?
Hope it all works out!

dsalter

Derzelas wrote: »

I have had success with their ticket system too here's a simple check list your friend can try.
Checklist:
Made sure the code was put in correctly?
Send in a Customer Service ticket in game?
Check the email addresses emails used for your friends eso account? (Hotmail, Gmail etc)
Reply to the email sent to you if they did reply in 72hrs?
Hope it all works out!

everything but the ingame was done, tho instead of 72 hours she replies every morning.
she's genuinely upset about this and it makes me feel bad i picked it up for her now just for her to suffer a bad first impression

kyle.wilson

ZOS doesn't seem to have a customer service outside 9-5 est.
There seem to be only 3 people at ZOS that are able to answer basic questions on the forum (One is German).

Elsonso

kyle.wilson wrote: »

ZOS doesn't seem to have a customer service outside 9-5 est.

I suspect that this is true about a lot of ZOS operations. They basically work "bankers hours" during the weekday. The devs are not on that schedule, the forum staff seems to run 7 days a week, and I hope they have 24 hour coverage on the servers, but I think Customer Support and ToS Enforcement are regular day jobs at ZOS.

I know, from personal experience, that they can turn around a "bad code" issue in 24 hours. Something is off, and it is not clear what that is from this perspective. One thing that comes to mind is that the code being used is showing up on their end as "stolen", or "already redeemed" (which might be the same thing). As odd as this sounds for a scratch off card, I guess it is possible that someone else could have used the code, or that a bunch of cards were stolen, or obtained illegally, and have been deactivated.

Has an actual human responded?

dsalter

lordrichter wrote: »

kyle.wilson wrote: »

ZOS doesn't seem to have a customer service outside 9-5 est.

I suspect that this is true about a lot of ZOS operations. They basically work "bankers hours" during the weekday. The devs are not on that schedule, the forum staff seems to run 7 days a week, and I hope they have 24 hour coverage on the servers, but I think Customer Support and ToS Enforcement are regular day jobs at ZOS.

I know, from personal experience, that they can turn around a "bad code" issue in 24 hours. Something is off, and it is not clear what that is from this perspective. One thing that comes to mind is that the code being used is showing up on their end as "stolen", or "already redeemed" (which might be the same thing). As odd as this sounds for a scratch off card, I guess it is possible that someone else could have used the code, or that a bunch of cards were stolen, or obtained illegally, and have been deactivated.

Has an actual human responded?

nope just the automated responces of theres "high amounts of tickets" and to reply else they'll call it resolved

Elsonso

dsalter wrote: »

lordrichter wrote: »

kyle.wilson wrote: »

ZOS doesn't seem to have a customer service outside 9-5 est.

I suspect that this is true about a lot of ZOS operations. They basically work "bankers hours" during the weekday. The devs are not on that schedule, the forum staff seems to run 7 days a week, and I hope they have 24 hour coverage on the servers, but I think Customer Support and ToS Enforcement are regular day jobs at ZOS.

I know, from personal experience, that they can turn around a "bad code" issue in 24 hours. Something is off, and it is not clear what that is from this perspective. One thing that comes to mind is that the code being used is showing up on their end as "stolen", or "already redeemed" (which might be the same thing). As odd as this sounds for a scratch off card, I guess it is possible that someone else could have used the code, or that a bunch of cards were stolen, or obtained illegally, and have been deactivated.

Has an actual human responded?

nope just the automated responces of theres "high amounts of tickets" and to reply else they'll call it resolved

Huh. This long for a human to respond. Maybe ZOS needs to see if the Customer Service person is OK. Maybe they are sick and on their death bed. Maybe they quit and didn't tell anyone. ZOS, they are in the basement, in the office next to the guy that does ToS Enforcement. Check on him, too.

dsalter

6 days so far and still not fixed

montjie

Waseem wrote: »

the customer support of ESO does not support
source(s): my tickets

they do however perm ban you for 'abusing support' xDD

ArvenAldmeri

Past 2 weeks I have send so many bug reports and feedbacks. Also reports about crashing 3-5 times a day... What I get? Generated reply saying "Sorry we could not get to you earlier because of big amount of tickets we recieve. We will consider your issue resolved if you dont contact us within 48 hours. Best regards... Blahblahblah." so I reply its not resolved. I get the same answer ><

kagorsa

dsalter wrote: »

basically my friend i bought ESO + explorers pack for her birthday (and totally not so i could have another RL ingame friend ) and we had issues getting her code to work, says it was invalid even though i was there with her when she scratched it off.

nearly a week now and she's still trying to get her explorers pack. she wont play without it because she loves the lore behind the pact (master alliance hurr hurr) but wants to be a khajiit, hence why i put the effort to get the explorers.
but nearly a week?

i can see why ESO could scare off future purchases if this is how long it takes

A year ago you made a similar post about your friend having issues with items you had paid for, and according to your own words you bought her the Adventure pack which the only difference from the explorer's pack is the pet, you get a Bantam Guar instead of a Scuttler. So she may already have what you are trying to get and that might be why the code won't work .

Also your words: i logged into her account after we set up her game from my computer so i could upgrade her to the adventure pack, don't like the idea of race locks.
your old post a year ago.
https://forums.elderscrollsonline.com/en/discussion/245553/friends-account-has-different-character-list-on-my-screen-compared-to-hers

Elsonso

ArvenAldmeri wrote: »

Past 2 weeks I have send so many bug reports and feedbacks. Also reports about crashing 3-5 times a day... What I get? Generated reply saying "Sorry we could not get to you earlier because of big amount of tickets we recieve. We will consider your issue resolved if you dont contact us within 48 hours. Best regards... Blahblahblah." so I reply its not resolved. I get the same answer ><

They do not respond to bug reports and feedback, and they don't address them within any specific period of time.

ArvenAldmeri

lordrichter wrote: »

ArvenAldmeri wrote: »

Past 2 weeks I have send so many bug reports and feedbacks. Also reports about crashing 3-5 times a day... What I get? Generated reply saying "Sorry we could not get to you earlier because of big amount of tickets we recieve. We will consider your issue resolved if you dont contact us within 48 hours. Best regards... Blahblahblah." so I reply its not resolved. I get the same answer ><

They do not respond to bug reports and feedback, and they don't address them within any specific period of time.

These reports I send them I selected specifically category to "Ask for help". I know they dont reply on anything else. The same I did on support page. To make sure they respond. And this is what I get.

Elsonso

ArvenAldmeri wrote: »

lordrichter wrote: »

ArvenAldmeri wrote: »

Past 2 weeks I have send so many bug reports and feedbacks. Also reports about crashing 3-5 times a day... What I get? Generated reply saying "Sorry we could not get to you earlier because of big amount of tickets we recieve. We will consider your issue resolved if you dont contact us within 48 hours. Best regards... Blahblahblah." so I reply its not resolved. I get the same answer ><

They do not respond to bug reports and feedback, and they don't address them within any specific period of time.

These reports I send them I selected specifically category to "Ask for help". I know they dont reply on anything else. The same I did on support page. To make sure they respond. And this is what I get.

And they responded, pretty much as one might predict.

It seems to me that if you are just reporting bugs or providing feedback, and doing it under the "Ask for help" so that you get a response, all you will get is the automated response. You did not say what the bugs were, but the reports about crashing 3-5 times per day will get no response from them. If it does get a response, it will probably be one that says that they don't respond to bug reports or feedback.

They are there to assist players with specific problems that are within their power to resolve, and it sounds like they are busy doing that for those people.

dsalter

Day 7 of waiting for it to be sorted, still nothing

Kendo12

They gave me some *** about explores codes not working anymore. So I'm left with a worthless code