How bad is Zenimax support?

Amnesis · May 2017

I don't care if I will get banned. I don't care if somebody will be mad because I will write this and I don't care about the rules on this forum as much as support is not taking care of players.

I made a mistake. Terrible mistake. I bought ESO. Probably like some other players I'm deeply regretting that decision. During my time as an MMO player, I received a much better support from free MMO games than PAID ESO.

My first problem with a game started on 11/19/2016 07:26 AM. Incident number 161119-001045. It was during my second week of playing the game. After a couple of e-mails, I realised that these people have too small brains to understand the issue. They are avoiding direct questions and they can't read for sure. I'm not English native, but probably I can read and understand this language better than them. Last incident number: Related to: 161217-003087 [Incident: 170306-001224] [Incident: 170409-002505].

I have the constant problem with guards. When I have a bounty on my head and a guard would detect me, my screen is staying in the first part of the conversation mode (camera zoom). After that, I have no dialogue options and I am staying in camera zoom without a possibility to run away or use clemency. That means instant kill, losing all items and starting everything from scratch.

I asked for a refund a couple of times as the product is faulty and it's not fit for purpose. At first, I received information that I made too huge progress on my account to process a refund. (I played only for two weeks then.)

Absolute incompetence of support and over 6 months without any update or fix plus losing all my items once again because of bug pushed me to the last resort.

[snip]

Zenimax, if you have at least minimum dignity and you don't want to lose a player forever, please solve this case or proceed with the refund.

[Edit to remove legal demands]

Stovahkiin · May 2017

Good luck

Smmokkee · May 2017

Customer support for this game is atrocious. Its actually the worst I've ever had to deal with out of any company.

Linaleah · May 2017

well... insults will certainly not help your case and this has had to be the silliest oddest reason for a class action lawsuit that I've seen in a while.

1, you shouldn't be insta killed, not even if your character is naked. even if you don't select any options, eventually dialogue window runs out and you can start running. EVEN if you just waited for the dialogue window to run out. how do i know? because early on i didn't realize that I could just pick "run" option, I thought I had to wait out the timer, before i could start running.
2. if I'm understanding correctly since i have NEVER experienced not being able to select dialogue options while caught by a guard, EVER, your camera is not swinging over to dialogue window? or the window doesn't pop up? your are not explaining very clearly what the issue is, maybe just maybe a SCREENSHOT of your issue would help? steal 1 small thing, get caught by a guard and SCREENSHOT what the game looks like for you, because your explanation is... I don't think even someone with genius level intellect could figure out what exactly might be happening there, let alone figure out how to fix it
3. if you get refund - they are still losing you as a player since you won't have a copy of the game on your account anymore, so.. that phrasing you used is contradictory.

P.S. costumer support fro this game, from what I have personaly experienced - is very decent. i have seen MUCH much worse.

O_LYKOS · May 2017

I had an issue playing on xbox recently. I couldn't link or created a new account to start playing, so I sent in an email on the support website.

I then followed that up by sending one every other day. I have since fixed the issue (two weeks after the initial email), however they still never responded.

I then sent an email just last week asking if I could purchase an item from the crown store which is no longer available, they responded within the next day.

jircris11 · May 2017

Linaleah wrote: »

well... insults will certainly not help your case and this has had to be the silliest oddest reason for a class action lawsuit that I've seen in a while.

1, you shouldn't be insta killed, not even if your character is naked. even if you don't select any options, eventually dialogue window runs out and you can start running. EVEN if you just waited for the dialogue window to run out. how do i know? because early on i didn't realize that I could just pick "run" option, I thought I had to wait out the timer, before i could start running.
2. if I'm understanding correctly since i have NEVER experienced not being able to select dialogue options while caught by a guard, EVER, your camera is not swinging over to dialogue window? or the window doesn't pop up? your are not explaining very clearly what the issue is, maybe just maybe a SCREENSHOT of your issue would help? steal 1 small thing, get caught by a guard and SCREENSHOT what the game looks like for you, because your explanation is... I don't think even someone with genius level intellect could figure out what exactly might be happening there, let alone figure out how to fix it
3. if you get refund - they are still losing you as a player since you won't have a copy of the game on your account anymore, so.. that phrasing you used is contradictory.

P.S. costumer support fro this game, from what I have personaly experienced - is very decent. i have seen MUCH much worse.

I have to agree, it may take a bit but I'm always able to get a hold offof cs and get my issues resolved. Just be patient and reply to the auto generated email. Asking for a refund won't help your case, nor will being rude. Also eso support is still vastly better then most f2p

lagrue · May 2017

Amnesis wrote: »

I want to make the class action lawsuit against Zenimax. If somebody is interested, please let me know.

Good luck because you're 100% going to fail in your lawsuit. When you signed the TOS you basically agreed to not being able to sue ZOS lol... Anyway, that sounds like something support can't help with anyway... It does sound annoying for sure - but what is support really gonna do? The reality is that this does not happen to most people, the product isn't "faulty" - something about your copy of the game IS, maybe try a reinstall, or validating your game data. If not, then you're at a loss, because again, you signed that TOS.

Also OP - just from what I'm reading here, maybe you were not so nice to support people? You're pretty willing to insult their intelligence for not being able to help you with a bug that literally nobody else has... how is a development team supposed to fix something they can't replicate and isolate? If they were asking you things you thought were irrelevant, they probably weren't - they were looking for cause.

Unfadingsilence · May 2017

I have been playing since the came came out and started playing on Xbox as well when it dropped on it as well and honestly I have had very little problem with support they where alway kind and fast at responding when it came down to guild name change they asked for a list of names we wanted to be called and it was done in a few hours. When it came to lost items or gold it was done the same day. When I got my first VDSA master bow before they had the option of locking and item and it was deconstruction on accident I got a new one "one time only" even when I was stuck in a zone and I could not log in they moved my toon to a new place. Ya sure there are things wrong with the game and some of my tickets never got a response or maybe I forgot to check my email and email them back but hey its just a game and if you enjoy playing it then play it if not then move on you don't need to come on the forums to say how much you hate the game and want to quit. I mean really just quit don't say anything and just leave it like that

bye

lunalitetempler · May 2017

Horrible lol.

SBC · May 2017

Linaleah wrote: »

2. if I'm understanding correctly since i have NEVER experienced not being able to select dialogue options while caught by a guard, EVER, your camera is not swinging over to dialogue window? or the window doesn't pop up? your are not explaining very clearly what the issue is, maybe just maybe a SCREENSHOT of your issue would help? steal 1 small thing, get caught by a guard and SCREENSHOT what the game looks like for you, because your explanation is... I don't think even someone with genius level intellect could figure out what exactly might be happening there, let alone figure out how to fix it

There have been at least a handful of posts about this bug in recent months. One poster even provided a video. As with most bug reports the thread likely died off without as much as half a thought.

Sheey · May 2017

I agree the supportsystem isnt the greatest, I had also issues in the past that took around 4 month to become fixed. I have to disagree with OP at one point. The responses they give doesn't seem the best but I've myself have had twice the pleasure to talk to Zos staff, they might not have much resources to complet every single ticket instantly they said. However, how big your problem even might be, they are taking effort and time even after buisness hours in resolving your issue CORRECTLY.

Unfortunetly not everyone has this pleasure to talk to them directly.Which is kinda sad because they are goodwilling people.

Linaleah · May 2017

jlmecub14a_ESO wrote: »

Linaleah wrote: »

2. if I'm understanding correctly since i have NEVER experienced not being able to select dialogue options while caught by a guard, EVER, your camera is not swinging over to dialogue window? or the window doesn't pop up? your are not explaining very clearly what the issue is, maybe just maybe a SCREENSHOT of your issue would help? steal 1 small thing, get caught by a guard and SCREENSHOT what the game looks like for you, because your explanation is... I don't think even someone with genius level intellect could figure out what exactly might be happening there, let alone figure out how to fix it

There have been at least a handful of posts about this bug in recent months. One poster even provided a video. As with most bug reports the thread likely died off without as much as half a thought.

link? in any case, if this is a replicatable bug, than chances are they are working on fixing it and just don't have a fix yet. so its not that they are mistreating OP, its that there is a bug that doesn't always happen, which takes longer to isolate the cause of and fix (most people are not aware just how vast the code is for the game of ESO's size, its not like they can sit down, press a button and voila - fixed). OP yelling at them is not going to make the fixing go any faster. not to mention - costumer support are not the people who fix in game bugs. they literally cannot do anything there.

Balibe · May 2017

WOW .... is there a game out there without a bug. So the OP gets a frackin attitude over a bug and flames away ......

Shut the thread down and tell the OP to get a life as it is a clear they have no clue .......

kongkim · May 2017

Make a video of it..

craftycarper73 · May 2017

yeh the support here is well, there isnt any to be fair, all pre typed messages that dont even relate to the issue you require help with.

IE: i started a thread the other day about a player supporting ISIS in cyro after the manchester arena attack, after taking stock, and listening to some of the finer players of this game, i reported the clown to the powers that be, so there i am in cyro days later and the same clown is still running round cyro, thats fine, an email has winged its way to anti terror in the uk along with screenshots of the text chat.

Thats how good the customer support is here, you cant rubber band your trigger you will be banned, but you can support a terrorist group openly and nothing happens.

GG Zos

lagrue · May 2017

craftycarper73 wrote: »

yeh the support here is well, there isnt any to be fair, all pre typed messages that dont even relate to the issue you require help with.

IE: i started a thread the other day about a player supporting ISIS in cyro after the manchester arena attack, after taking stock, and listening to some of the finer players of this game, i reported the clown to the powers that be, so there i am in cyro days later and the same clown is still running round cyro, thats fine, an email has winged its way to anti terror in the uk along with screenshots of the text chat.

Thats how good the customer support is here, you cant rubber band your trigger you will be banned, but you can support a terrorist group openly and nothing happens.

GG Zos

lol. I remember the thread... it's been like 3 days - you're not going to get a response yet... hell some games you are looking at minimum 2 weeks - and considering Morrowind just released, they're probably on backlog from things that actually matter to the game and don't have time to police text chat lol - get over yourself.

People like you are what's wrong with the game community just as much as the racist guys. You expect ZOS to bend over and cater to you immediately when you aren't even close to being a priority - believe me, they have more important issues to iron out with their game than catering to your precious feelings.

By the way - it took them like 8 months to start banning rubber banders.... obvioulsy you are not keeping up with the times.

What kind of MORON seriously wastes an anti-terror group's resources investigating a TROLL IN A VIDEO GAME. Congrats - you have done your country a great disservice because you're a sensitive little b****. You have done worst to your country than the troll talking about ISIS did. I hope they arrest you for this:

https://en.wikipedia.org/wiki/Wasting_police_time - no less than an idiot like you deserves
.

DaiKahn · May 2017

I've always received great help when I've had to write to support

manustecta · May 2017

Customer support for this game in almost non existent and its very hard to contact them.

i will never forget when i have problem with my account and like everyone else i did contact Customer support, after 5 days.
After 5 *** days i got reply that they cant help me.Someone give me email adress from someone in zenimax even today i dont know who was that person, but thank you and god bless you for help.
Such a a pity.They made amazing game, but Customer support for this game is scandalous.

lagrue · May 2017

manustecta wrote: »

Customer support for this game in almost non existent and its very hard to contact them.

i will never forget when i have problem with my account and like everyone else i did contact Customer support, after 5 days.
After 5 *** days i got reply that they cant help me.Someone give me email adress from someone in zenimax even today i dont know who was that person, but thank you and god bless you for help.
Such a a pity.They made amazing game, but Customer support for this game is scandalous.

They're a support team - they can't do it all. I don't know what your issue was - but maybe it was beyond their control?

The fact you're swearing over 5 days shows what an [snip] you really are - that's a great response time, even if only to say they can't help.

[Edit for censor bypass]

Amnesis · May 2017

Linaleah - I think you don't understand the issue. If my screen is staying in conversation mode and it can't exit it, then I can't move or run away.

When you have a small bounty on your head, your camera will zoom on the guard.

Screenshots? Here you go! Zenimax received all of them already.

1. During bug

2. Attacked by guard, still wasn't able to move

3. After kill

4. Without any plugin enabled

5. Still attacked without possibility to move

6. After death. Still staying in conversation mode

7. After shire revival

Zenimax is an owner of more than one game. I'm taking as Zenimax as a whole. Right now I will not buy any game from Bethesda or Zenimax (it's one company now anyway). They will lose me as a player of ESO, but not as a player of other Zenimax and Bethesda games.

You are also missing a point. I want to take action because this product is not fit for purpose. It's a key for this case. If stealing is my main reason to play this game (and it is) then this game is not fit for purpose.

Lagrue - I was fully cooperative with their support. I was calm and reasonable as well. I can post my whole conversation with them, however, it's 6 months of mailing. You can also say that I investigate this issue for them and discovered how to replicate the bug. Every time when I made progress I've sent an e-mail with information about it.

They can replicate the bug using my character. I can replicate it for them if they want.

If my copy of the game would be faulty then all my characters would have the same bug. One of my side characters hasn't got this bug. That means a server side issue.

I just lost my patience to them after this response:

Response By (Derek) (04/09/2017 05:23 PM)
Greetings!

We are unable to assist you because you did not select the correct category to submit your ticket. Please re-submit your ticket under Item Assistance. Make sure to include any relevant details about the item.
Submit a ticket by right-clicking the item in question and choosing "Get Help". This will allow us to collect more data on the item you are reporting.
Kind regards,
The Elder Scrolls Online Team

My bug is not item related and this response is telling me a lot about support quality.
6 months of waiting for the support it's far too long btw.

Sheey - if you want, I'm happy to provide evidence that for months they thought that I'm trying to receive compensation and help for my own mistakes in the game.

Balibe - I don't mind bugs, however, I do mind bugs that are ruining my game experience completely.

Manustecta - care to share the e-mail address in pm? it would be greatly appreciated.

WarMasterCyp · May 2017

I would say poor, in fact the only ticket that was solved was because I had spammed it on forums so I could get ZOS attention to help me out.

So much for "We care about our customers" the PEOPLE who PAY and SUBSCRIBE to support you..

Linaleah · May 2017

@ Amnesis. thank you for the screen shots. and the fact that you were describing your issue in a very convoluted way in your original post is part of the reason i couldn't understand the issue exactly. chances are, they couldn't understand either and seeing that it had something to do with losing stolen items, the best they could figure is that you used the wrong category. screenshots help. the thing is. I'm not convinced its a server issue because it doesn't happen to everyone, if this was a server issue EVERYONE would be suffering from this same bug. this could be a game code issue, but again, becasue this is not something that happens 100% of the time, it could also be an install issue, or your system issue.

I literally just tried to replicate it in game and... its working properly for me. I'm also playing on PC. from what I can tell from your first 2 screenshots, at least some of the addons you have are the exact same addons I have.

what I would suggest - run a repair on your game. if that doesn't help - do a fresh install. is it possible that you accidentally got yourself stuck in first person view? make sure all your drivers are updated - there are some serious texture issues that I can see in your last screenshot, this could be related to issues with a video card and yes, graphical bottleneck can potentialy freeze you in place. fiddle with game settings, possibly lower them. don't just uninstall addons - delete their saved variables as well. I'm seeing some

furthermore - as i have said already, becasue this is not a universal bug, even on your own account - it CAN take 6 months or longer to fix. there are bugs that take years to fix. there are bugs in World of Warcraft that haven't been fixed after a decade. and that has nothing to do with customer service, becasue again, like I said, THEY are not the ones coding the game, they just answer phones/emails and generally deal with administrative things. not to mention, you are not the only person they deal with, there are thousands upon thousands of players and even small fraction of them making reports - is STILL a lot of reports to get through. bug reports, spam reports, harassment reports, general issues - you are not the only person contacting them.

also - you said have more then one character. at least one of your characters is lvl 45. this means you have been playing for many many hours. and I'm sorry to say - even the most generous companies refuse refunds at this point. Steam has a policy of under 2 hours of play time. there was a single exception that I can think of where refunds were issued for a game regardless of how long people played it and it was becasue the game was genuinely broken and unplayable. not a single bug in a single situation. but literally unplayable, and that was Arkham Knight. ESO is playable. it was obviously playable enough for you to get as far as you did. if your spite is so strong that you are wiling to throw thousands of dollars on a frivolous lawsuit over at most $60 game? i don't even know what to tell you.

P.S. I have contacted support via in game ticket system couple of times and had my issue resolved within days each time. I have also applied for early acess with physical edition of morrowind purchase and had it applied to my account within 24 hours. so my personal dealings with support were positive.

ZOS_Bill · May 2017

While we can understand wanting to receive support, we do not allow the discussion of legal matters on the forums. This can also be considered a demand or petition which is against the forum rules. We believe that these type of demands are not conductive to constructive commentary.