[Retitled] Is Support on Vacation? Marketing Offer Requests for Info Ignored.. 2 days, No Response

Aesha

So YEAH... Like OK... I got Morrowind.
Then I ran into some money problems and my ESO+ ran out... so..

I get this email from TESO offering a buy one get one free ESO+ month if I resub. Just hit REPLY for more info.




I am thinking cool, maybe I can scrape enough for one month together, and get 2 out of it... but first, check it out. Scam or legit?
Reply address (teso_help@mailmw.custhelp.com) is legit. Might as well. CLICK



This is where my ODYSSEY begins

Like I said.. and moments later, I get.. the dum dum dum dummm AUTOREPLY.
We all know the one.



Well.. huh.. ok, let's wait a bit.
See if something shakes loose on the other side, and I actually get the promised info eh?

So I refresh the Support page.
What's this? 2 tickets?
Did I hit reply twice by accident?
I am a crazy old woman, quite possible... meh
The second ticket gets closed as a duplicate, so I think nothing of it.. still all good, right?

NOT
They set my ticket to SOLVED
With NO reply
With NO information
Not even a notification to my email.

So.. I updated it


and a couple hours later.. I got the same treatment.
Let's be clear.
They set my ticket to SOLVED
With NO reply
With NO information
With no notification to my email.

So.. I updated it again, and called it a night. decided to check back in the morning.


The next day.. it was again set to SOLVED.
I won't bother to repeat the rest.


So I decided to try another way.

Let that dead horse be, and work via a new ticket.

Rather than bore you all I will just say this.

It was IMMEDIATELY tagged as a Duplicate (I assumed because I had mentioned the offer again)


I tried opening a ticket via the Support web site. *COUGH*

What a joke.. lets see.

HUH, no open Ticket link?
So I try "Web Assistant"... scanning my way through ALL the blasted option looking for one that
even comes close to the problem.
Billing? ESO+ purchase issue? Best I could find.. go for it.
So, I fill out the form, explain about the offer they sent me, and ask for the info.
I submit the form. I wait. No support ticket shows up on my account for the information I just submitted.


Let me be clear.
I just spent 20 minutes searching through thier confusing support system, filling it out.. submitting it..
and NO ticket comes up on the system. NO tracking whatsoever of my request.




It was the FOURTH attempt to get assistance that
Boggles my Brain.
Infuriates me to No End
Sets My Hair On Fire.


I was so careful not to say anything that would trigger a script, or anything automatic.
Maybe just maybe an answer? Even a single peep?



ARRRRRRRRRRRRRRGGGGGGGGGGGGG
Less than 15 minutes, closed as a dupe.



Even after reopening, it was close as SOLVED less than an hour later.
You guessed it peeps...

They set my ticket to SOLVED
With NO reply
With NO information
Not even a notification to my email.

In every one of these tickets, with the exception of the original autoresponse, I never got ANY response.

Not a PEEP.
Not a person
Not Canned (automatic).. scripted... NOTHING

Just Closed as Solved, Duplicate... in a word. IGNORED

All over an OFFER they sent to ME


@ZOS_GinaBruno @ZOS_JessicaFolsom Can you give me some help or direction here?

Moloch1514

Lol Chet'd. That's ridiculous but sadly not surprising for ZOS.

Ulo

Wow, if this is as bad as it seems it's pretty darn shameful that you got this kind of treatement. Let's hope some of the forum staff pitch in and give you a proper answer, best of luck

Draqone

I had a similar experience with Customer support, not suprising.

Tyrobag

You should try telling them that your having trouble buying crowns, that'll get their attention XD

Dragonnord

They have one of the worst customer support ever. If I tell you all what happened to me half the players would probably leave the game.

They don't care, not even for the most unfair and ilegal situations.
 

Aesha

Ulo wrote: »

Wow, if this is as bad as it seems it's pretty darn shameful that you got this kind of treatement. Let's hope some of the forum staff pitch in and give you a proper answer, best of luck

It's as bad as it seems.. trust me.

I am not a person to go on rants. Really.
I deal with customer service peeps a lot.

Even bad one.. if they TALK to me.. I figure I at least have a chance to work something out.

But when no one communicates at all?
Is it a ghost town in there?
Are they all hiding after the mass ban or what?

Come on, some of us still need CS here.

Attackfrog

I also had a similar experience with that same advertisemenr.

Why tell us to reply to the email to take advantage of the offer them just reply to our reply by telling us to open a ticket?

Worst marketing campaign ever.

Aesha

Attackfrog wrote: »

I also had a similar experience with that same advertisemenr.

Why tell us to reply to the email to take advantage of the offer them just reply to our reply by telling us to open a ticket?

Worst marketing campaign ever.

Did you ever get anywhere with yours?

MaxwellC

Guess the news that Morrowind is not apart of ESO+ really shook up a lot of people who thought they'd be getting morrowind free too. I've cancelled my sub a while back and I don't recall seeing that message so maybe this is just a new thing going around.

Aesha

I am beginning to think that ZOS CS is a myth, and that there is really only one overworked person back there.

In the meantime, all of us in "queue" are on an electronic merry go round, that randomly closes tickets for various reasons.

(Yes, I JUST had one that was ALREADY closed as a "duplicate", just email me about itself, saying it would be assumed resolved and closed if they didnt hear from me within 96 hours)

It's all a sham to get us to give up.. go away... leave the queue.. stop bothering them.

Oakmontowls_ESO

Did you try subscribing to see if it gives the 2 months?

Vipstaakki

A single forum search would you have revealed to you that the offer is indeed legit.
https://forums.elderscrollsonline.com/en/discussion/comment/3184820/#Comment_3184820

Magdalina

Lol have they sent you a survey about quality of their CS after all this? It's my favourite part.

"So instead of answering to you we just marked your issue as" solved" - there, see, it's now solved! Aren't you happy with our Customer Service?"
NO I'M NOT.

...also I understand you're so very frustrated, I'm very sorry about your situation, but could you use less colors if possible? They're killing my eyes x_x Or maybe it's my cell's screen to blame, but all this red and blue hurts.

Aesha

That's not how its supposed to work from what others have said.

1) You are supposed to "reply" to the offer so it "opens a support ticket"
2) they are actually supposed to TELL YOU, that you can go sub, then come back to the ticket and let them know, so they can check and apply a code to your account manually.

But.. if you never get them to acknowledge the offer reply in the first place, they keep closing it, won't tell you what you are supposed to be doing.. and in fact, wont communicate with you at all...

How can I possibly TRUST that they will apply the credit afterward?

@ZOS_GinaBruno @ZOS_JessicaFolsom

Rohamad_Ali

What a mess . Hope you find a answer from a PR person .

Mashille

If you're struggling on money and bareling scraping enough together for ESO Plus then I'd recommend something.

Don't spend your money on ESO Plus?

Aesha

Vipstaakki wrote: »

A single forum search would you have revealed to you that the offer is indeed legit.
https://forums.elderscrollsonline.com/en/discussion/comment/3184820/#Comment_3184820

I know it's legit, I did my research.

I just want to do it the right way, so I actually get credit for the SUB.

Aesha

Mashille wrote: »

If you're struggling on money and bareling scraping enough together for ESO Plus then I'd recommend something.

Don't spend your money on ESO Plus

"ran into money problems" != "bareling scraping enough together for ESO Plus"

I normally sub 6 months at a time, but can't do that right now. I figured I could do this to push the 6-month sub out by 2 months.

LadyLavina

Props for not losing your s**t O.P. I'd probably have been banned for the type of thread I'd have posted if I were in your shoes lol.

Mashille

@Aesha

maybe I can scrape enough for one month together, and get 2 out of it...

I'm not trying to be nasty or anything it's just that's what my brain took from reading it

Aesha

LadyLavina wrote: »

Props for not losing your s**t O.P. I'd probably have been banned for the type of thread I'd have posted if I were in your shoes lol.

Hahaha, trust me, its taking everything I have, to stop the flood of curse words, threats, and other nastiness flooding into my brain right now.

I am furious over this.

I have friends who work CS at "other" game companies, and they are watching this transpire wishing there was some way they could help.

kargen27

And I thought my experience was bad. I had a problem where the game wouldn't load at all. Couldn't even get to a character screen. The response I got back was to try /stuck. At least it was quick.

Aesha

Mashille wrote: »

@Aesha

maybe I can scrape enough for one month together, and get 2 out of it...

I'm not trying to be nasty or anything it's just that's what my brain took from reading it

ok.. right this exact moment.. yeah, true.

Next month.. not.

A temporary situation you know?

ESO+ is the very last on my list of things I would spend money on this month based on the situation.
Hence "scraping together change".

Don't assume it is in any way a priority. More.. taking advantage of "offer in the mail" and "change in the sofa"

Aesha

Magdalina wrote: »

Lol have they sent you a survey about quality of their CS after all this? It's my favourite part.

"So instead of answering to you we just marked your issue as" solved" - there, see, it's now solved! Aren't you happy with our Customer Service?"
NO I'M NOT.

...also I understand you're so very frustrated, I'm very sorry about your situation, but could you use less colors if possible? They're killing my eyes x_x Or maybe it's my cell's screen to blame, but all this red and blue hurts.

Nope, that's the funny part in all this.

Except for the initial auto responders (so yes, I know I am not blocking their emails)...

I have received NO email at all from them.
No replies, no updates, nothing saying the closed the tickets..

and nope, no surveys.

Aesha

You're seriously going to make me sit here and brood over this?
Two days and counting ZOS.

Elsonso

ZOS customer support is a little quirky, but I find that it does work.

They always seem to close tickets as Solved, even when they are not. I think this means that Customer Support is done with it so they know that they don't have anything more to do. I think this is because no one is assigned to a ticket from start to end, any of them can pick it up. I have learned that them marking it as solved means nothing to me and does not impede the resolution of my tickets. Replying to it always reopens it.

So, in this case, i think they have forwarded the information to someone that is supposed to get back to you, and the CS person marks it "solved" so that all the other CS people know this happened. Just a guess, mind you. Yeah, they should have told you this when the ticket was updated, but they didn't, or don't.

Like I said, it is quirky, but it seems to work.

They don't like duplicate tIckets, or tickets about tickets. It just slows them down, and they are probably busy with Morrowind. Avoid this. Solved does not mean that it is dead, so, reply to that ticket. Always.

So, my suggestion is to ignore the disposition. I does not matter. Second is to wait for a response to your original request, which might take more than 1 or 2 days. Third, only one ticket. Patience.

Aesha

lordrichter wrote: »

ZOS customer support is a little quirky, but I find that it does work.

They always seem to close tickets as Solved, even when they are not. I think this means that Customer Support is done with it so they know that they don't have anything more to do. I think this is because no one is assigned to a ticket from start to end, any of them can pick it up. I have learned that them marking it as solved means nothing to me and does not impede the resolution of my tickets.

So, in this case, i think they have forwarded the information to someone that is supposed to get back to you, and the CS person marks it "solved" so that all the other CS people know this happened. Just a guess, mind you. Yeah, they should have told you this when the ticket was updated, but they didn't, or don't.

Like I said, it is quirky, but it seems to work.

They don't like duplicate tIckets, or tickets about tickets. It just slows them down, and they are probably busy with Morrowind. Avoid this. Solved does not mean that it is dead, so, reply to that ticket. Always.

So, my suggestion is to ignore the disposition. I does not matter. Second is to wait for a response to your original request, which might take more than 1 or 2 days. Third, only one ticket. Patience.

Stupid system

That being the case, there is no way to tell when a ticket is truly closed.. or whether you might still be getting a response.

I have been here since beta and launch, and all my tickets say "Solved"

which sadly.. includes the latest.

idk

Zos has confirmed in the forums that the offer is legit.

Aesha

Giles.floydub17_ESO wrote: »

Zos has confirmed in the forums that the offer is legit.

way to read. Nowhere in my thread did I question if it was legit.

ZOS can confirm its legitimacy all they want here in the forums,

but if no one from CS responds to requests for information (as their own email tells you to do)



maybe one of them here could tell me instead?

@ZOS_GinaBruno @ZOS_JessicaFolsom

Aesha

Great my thread has been moved to the phantom zone..lol

@ZOS_CoriJ You moved the thread, so I assume you read enough of it to know what it's about. Maybe you can shine a light on things for me?