How would you rate zos customer service, 5 being very good 1 being very poor

br0steen

I personally thing ZOS customer service is terrible, and the company is run poorly. Anyone else agree or do you think positively of the company in general?

Tasear

It's mysterious...I really can't be sure.

Astarana

Sadly it does exist, but when they get back to you it's just "Oh, there is nothing we can do about it."

LadyNalcarya

Depends on the person who replies you.
Some of them were really awesome, some didnt seem to care.

rhapsodious

They've been hiring better CSAs or getting the ones who actually know what they're doing on more tickets.

During the midyear mayhem I was toying with a Battlegrounds-related bug that caused your character's alliance to be misrepresented and I got a Dominion Forward Camp from one of the boon boxes. All of my characters are Pact, and you can't give away forward camps, so I was pretty much SOL. So I filed a ticket for support.

I get a reply the next morning from Brad indicating he actually read my ticket ("I understand you received a Dominion Forward Camp instead of a Pact one, we'd be happy to replace that for you" instead of "I know you said there was a bug with dungeon finder, have you tried abandoning the quest"-type stuff I've gotten in the past ~_~) and asked me to destroy the camp. I did, and he sent me two Pact camps in the mail! This was all in about two hours from the first human-read message to closing the ticket. The entire time I felt like a human was actually reading my ticket and understood my issue, and it was resolved very quickly and succinctly.

Oh, and I got "You rock! \m/" in one of the messages, so that kind of made my day.

We need more Brads in the world.

Mojmir

Still waiting both response and resolution too an issue reported 2 months the ago.

OC_Justice

Undetermined, I haven't found anything worth filling out a support ticket yet.

The only thing I might fill one out for is a lost a toon, or maybe they get hold of my credit card info and start buying home entertainment centers.

br0steen

rhapsodious wrote: »

They've been hiring better CSAs or getting the ones who actually know what they're doing on more tickets.

During the midyear mayhem I was toying with a Battlegrounds-related bug that caused your character's alliance to be misrepresented and I got a Dominion Forward Camp from one of the boon boxes. All of my characters are Pact, and you can't give away forward camps, so I was pretty much SOL. So I filed a ticket for support.

I get a reply the next morning from Brad indicating he actually read my ticket ("I understand you received a Dominion Forward Camp instead of a Pact one, we'd be happy to replace that for you" instead of "I know you said there was a bug with dungeon finder, have you tried abandoning the quest"-type stuff I've gotten in the past ~_~) and asked me to destroy the camp. I did, and he sent me two Pact camps in the mail! This was all in about two hours from the first human-read message to closing the ticket. The entire time I felt like a human was actually reading my ticket and understood my issue, and it was resolved very quickly and succinctly.

Oh, and I got "You rock! \m/" in one of the messages, so that kind of made my day.

We need more Brads in the world.

I agree. This makes me want to resubmit my lost kutas ticket from trying to make potion cooldown reduction glyphs forever ago. Maybe if I address it to Brad he'll end up seeing it?

qsnoopyjr

lol,

I got suspended one time,
told me my suspension was over
lasted 5 extra days

It's like they forgot to turn my account back on

Malmai

Bots are costumer service. Please reply 30 times and eventually we will answer.

br0steen

qsnoopyjr wrote: »

lol,

I got suspended one time,
told me my suspension was over
lasted 5 extra days

It's like they forgot to turn my account back on

sounds about right.

On the flip side of that, I've reported people glitching/exploiting into keeps in the past and noticed over the next few days that these individuals didn't receive any sort of suspension or ban.

Fasold666

Very bad in the last 1-2 years in my opinion.

For example there is several extremely toxic players on PC EU atm. Public Racism, hate speech, *** phobia, insults, spreading of lies and cheating accusation in cyrodiil zone chat almost daily...oh and death wishing per private messages also. The people involved in that have been reported several times by different people with absolutely no reaction at all from the customer service. It is a disgrace to be honest. This has nothing to do with a bit of [censored] which is fine for me. But the things I marked in my post definately go too far.

[Edited for profanity]

Beardimus

Every problem I've raised has been sorted. Sometimes it took paitence and a few emails. They have fixed things that were my fault too. Always brilliant i think

theher0not

I've gotten help exactly once. But it required me to talk to 3 different real persons and about 5 bots.

the first one didn't even read my ticket and just posted some generic things about the thing I had problems with. The second said that she'd help but never actually did and the third finaly helped me.



Every other time I've tried to contact them I've either never gotten past the bot stage or the support has been unable to help.



edit: I voted 2.

Anne_Firehawk

ESO Customer Support is a double-edged sword usually. Once you pestered them enough, you usually get competent help, but the way up there is just way WAY too rocky.

PS: usually helps saying you are a subscriber since forever lol

PlautisCarvain

Magdalina

Customer service? What's that? Oh that's when bots send you automated responses and then proceed to close your tickets no matter what you say. Nope I don't like it.

BlackSparrow

Gave it a 2. The customer support staff are quite friendly and do what they can to try to solve issues and make customers happy (within reason)... once you actually get out of the e-mail autoresponse loop. As it stands, their ticket system is just awful. The support staff isn't at fault for the bad ticket system--they're clearly overworked and understaffed--but getting to one of them is always a nightmare.

Tandor

Missing option for those of us who manage somehow to play a game without continually submitting duplicate tickets and complaining about the customer service. However, I think the Customer Support team do a good job on the forum so I'll vote on that basis (the absence from the forum of the developers is a wholly separate issue but given the reception they and their work get here I wouldn't expect to see them posting anyway).

br0steen

Tandor wrote: »

Missing option for those of us who manage somehow to play a game without continually submitting duplicate tickets and complaining about the customer service. However, I think the Customer Support team do a good job on the forum so I'll vote on that basis (the absence from the forum of the developers is a wholly separate issue but given the reception they and their work get here I wouldn't expect to see them posting anyway).

People complain about customer service when it's bad. That applies to every company ever. Two main ways you can differentiate your product as a business is through superior service or product quality.

TheTwistedRune

As far as customer service goes, I have always been very satisfied in my dealings with them. Polite, fast and friendly responses and any problems have been resolved quickly. Plus they have helped me with a few special bonuses on occasion which they probably didn't have to do.

So they get a 5 out of 5 from me.

Aurie

Depends on the experience you've personally had with them, which can also vary enormously each time you put in a ticket. So difficult to evaluate really.

I've only had to deal with them once, and they were fine on that occasion. But it might have been different another time.

CaffeinatedMayhem

Astarana wrote: »

Sadly it does exist, but when they get back to you it's just "Oh, there is nothing we can do about it."

My favorite, "Yes, there is a problem, and no, we won't fix it."

It's an improvemnt over "There is no problem despite all the evidence you provided showing that yes, there is a problem."

Reverb

It's not the worst I've encountered, but it's pretty bad. The saddest part isn't comparing ESO customer service to the best or worst it could be, but simply comparing it to what it used to be.

Support and service was genuinely great when the game was new. The bug and issue reporting UI was more clear than the current one, there was a phone number and email address you could use in addition to the in-game and web portals, and the responses were clear, helpful, and apparent that people actually read what you had written.

As we got closer to console launch everything changed. They shut down the phone and email lines. Even the UI for reporting issues changed, seemingly in attempt to discourage reporting issues. Responses became obvious copy pasta, and there was only a 50% chance the reply would be in any way related to your ticket. Many tickets were closed with the response that they were focused on console development and wouldn't be working on PC bugs.

Then last year they started closing tickets saying that "due to high ticket volume we are unable to assist with this matter".

At this point, their customer service actively encourages not contacting them. If you do need something, their laughable bad responses are great forum entertainment.

MLGProPlayer

4/5

They take a bit of prodding sometimes, but they've helped me with everything I've needed.

Would be 5/5 if they had phone support.

Tandor

br0steen wrote: »

Tandor wrote: »

Missing option for those of us who manage somehow to play a game without continually submitting duplicate tickets and complaining about the customer service. However, I think the Customer Support team do a good job on the forum so I'll vote on that basis (the absence from the forum of the developers is a wholly separate issue but given the reception they and their work get here I wouldn't expect to see them posting anyway).

People complain about customer service when it's bad. That applies to every company ever. Two main ways you can differentiate your product as a business is through superior service or product quality.

Not necessarily. A lot of people make trivial tickets which they then mass-duplicate when they don't get an answer inside 10 minutes thereby bogging down the whole system, and they then complain about the level of customer service when the answer they receive isn't the answer that they were demanding. The customer service may be excellent, it's often the quality of the player tickets that is poor.

AuraNebula

Imo it's definitely gotten better. I've been trying to get into the forums on and off since a little while after PS4 launch. I had lost my code and tried multiple times to get in. I gave up and quit playing for a while (not because I couldn't get in, but because Fallout came out) Came back over a year ago, and still couldn't get in after trying to get in touch with customer service, never got a reply. I thought I would try again a few weeks ago, I got an instant reply and now well here I am haha.

KingMagaw

Fell through a grate in IC on one of the first times me and a friend went into to play it.

We fell through grate into water swimming (EP side, the room off the Wraith boss/Grate in lower floor). Couldn't get out because mobs were close and i was swimming and stuck in combat. After persuading a friend to come, kill mobs i got unstuck, though i lost 50% of my telvar from falling into a blatant glitch.

ZoS customer services said below 12 days after i first contacted them with all 3 auto responses:
________________________________________
Response Chet via Email
Greetings,

Thank you for contacting The Elder Scrolls Online Team!

We greatly appreciate you bringing this potential bug to our attention, and we will pass this on to the development team for further investigation.

Once in the hands of the development team, you will not receive a response to your ticket, but rest assured that they will investigate thoroughly to reproduce the issue you are experiencing to be resolved in a future patch.

Thank you for your continued interest and support!

Kind Regards,
The Elder Scrolls Online Team
___________________________________________

So i buy the game. Purchase IC DLC and start playing it. Encounter a bug that forces me to lose items i got in game through no fault of my own. 3 auto responses from CHET not even a real person.

This is why me and almost all i know don't fill in support tickets anymore. We are paying to struggle/test through broken content then squander more time in filling out bug reports that should of been addressed before releasing and charging for the content.

FakeFox

5 at launch...3 now.

laksikus

Rating of 2.56 atm. ^^
I expected low 3.xx but Not this

Runs

From what I have read about, there needs to be a 0 on this poll. I understand that the customer is not always right, it's not those kind of complaints I'm talking about. It's when one person has an issue and gets told "We can't do anything about that" and then another person starts a thread praising ZOS for it's customer service that helped him out in the exact same situation. Deleted items, deleted characters, buying items no longer in crown store ect...

When a company has no standards for their customer service reps to go by, they deserve a 0. No mater how good they are to the people they do help.


That said... When I have had issues, I have received better than expected results.