I had an awful experience with ESO support over the weekend.

NeoXanthus

After the most recent patch, I lost vampirism on one of my characters. I opened a support case explaining this I was concerned about but more importantly what else if anything is missing. Basically, they told me I had not completed the Blood Matron quest. I explained that not only have I completed the Blood Matron 3 years ago I have also sired many other and characters. I said I would provide them names of characters that I have sired. Seven emails later after nothing less of being accused of being fraudulent by ESO support. I provided ESO support with a screen shot of my character next to the achievement list with Vampirism and Vampirism Master 8/4/2014. After a delay response from ESO support they gave me some small amount of gold and told me I would need to get re-bit and do the quest again. Instead I just paid the 1.5k crowns and turned myself instantly. When I think about how much money I choose to spend on this game weekly I wish ESO would get some decent helpful support.

Magdalina

._. Why on Tamriel, especially after encountering such treatment from support, would you pay real money for turning into vamp(which takes all of like one minute for getting bitten then not sure for actual quest because vampirism is one thing I've never done, but if it's any similar to ww it's not much more than 10 minutes either).

It sounds like a bug, and it sucks, and the way they treated you sucks more, but you basically went ahead and told them "great job guys, I'm so happy with your game and customer support I choose to support it with (more) real money, thanks!" afterwards ._.

Tasear

@ZOS_GinaBruno ... maybe you should see this.

sudaki_eso

Stupid question alert, when you buy it in the shop, is it a one time thing or can you "reactivate" it everytime you want once you are cured?

geonsocal

did you have to re-level the vampire skill line?

Eddyble

sudaki_eso wrote: »

Stupid question alert, when you buy it in the shop, is it a one time thing or can you "reactivate" it everytime you want once you are cured?

I'm in the understanding that buying from the store is equivalent to getting bitten. Thus if you're cured (and for some reason if you wanted to) you'd have to buy it again.

Vaoh

You should have demanded to be given a free Crown Store Vampirism purchase. Why would you pay real money to them after such terrible support?? -_-

starkerealm

Eddyble wrote: »

sudaki_eso wrote: »

Stupid question alert, when you buy it in the shop, is it a one time thing or can you "reactivate" it everytime you want once you are cured?

I'm in the understanding that buying from the store is equivalent to getting bitten. Thus if you're cured (and for some reason if you wanted to) you'd have to buy it again.

Yeah, that seems to be the behavior.

If it meant you could turn any character at any time, it might almost be worth the money.

Rohamad_Ali

I had a bad experience this weekend too . One of my swords disappeared from the bank again and they keep asking for more proof and I'm like look at the suit of the same type , there use to be two swords with it . How am I supposed to provide any more proof then that ?

vyndral13preub18_ESO

Im pretty sure this is all one big lie! Why? First this fella claims he got support to respond on the weekend! Then he claims they responded 7 times in 2 days!! Lies all of it! Im not fooled!

PrayingSeraph

If this *is* true, then that was pretty terrible customer service...

VinyParsley2016

Not surprised cuz never had a good experience with ESO support

btoop

It is likely a good idea to add your ticket number to the post.

BuddyAces

After all that you chose to spend money to fix it. Wow. Either you're trolling or you did something beyond stupid. Do not expect any pitty or sympathy.

Tandor

Forum Rule 1 re Customer Support Complaints - we're never told the full story.

rynth

I've never had a problem with support and OP how were you accused for fraud? you are very broad with the accusation.

NeoXanthus

geonsocal wrote: »

did you have to re-level the vampire skill line?

All my skill points where there and leveled.

NeoXanthus

btoop wrote: »

It is likely a good idea to add your ticket number to the post.

Here you go "170819-000806"

kargen27

My favorite from long ago the game would crash on me every time I entered certain cities. I went back and forth with support for several days. One person told me to use the /stuck command but that is tough to do when you are facing a black screen. Finally I discovered I could change the line that had DirectX whatever to OpenGL?? and the game would work. It looked worse but I was at least able to play. Sent a message to tech support telling them what I did and got a response back, looks like you are closer to a solution than we are.
Shortly after that I upgraded my computer because it was time to do that anyway and the problem for me went away.

br0steen

I asked to be refunded a kuta because I used it on potion cooldown reduction glyphs that never worked.

First I was told they cannot refund consumables. After aaking for clarification that kutas and other gold mats are considered consumables they told me they were not, but couldn't be refunded anyways. I know several people who have been refunded gold mats before or gold in place of them. I got neither.

Your customer service is bad and you should feel bad.

Malic

NeoXanthus wrote: »

After the most recent patch, I lost vampirism on one of my characters. I opened a support case explaining this I was concerned about but more importantly what else if anything is missing. Basically, they told me I had not completed the Blood Matron quest. I explained that not only have I completed the Blood Matron 3 years ago I have also sired many other and characters. I said I would provide them names of characters that I have sired. Seven emails later after nothing less of being accused of being fraudulent by ESO support. I provided ESO support with a screen shot of my character next to the achievement list with Vampirism and Vampirism Master 8/4/2014. After a delay response from ESO support they gave me some small amount of gold and told me I would need to get re-bit and do the quest again. Instead I just paid the 1.5k crowns and turned myself instantly. When I think about how much money I choose to spend on this game weekly I wish ESO would get some decent helpful support.

So if i understand correctly even though you had an "awful experience" you decided to reward ZOS by using crowns? Their store monetization currency?

You cant make this stuff up. Why would zos do anything for you if youre going to reward their crap customer service with a crown store purchase?

You could have rustled up a vamp bite here on the forums, hell I would have given you one given your story. Never reward MMO companies who dont provide you with the service you think you deserve with more patronage. Oye

Morgul667

This service is truely bad

Last time i had a problem, they didnt help. I found the solution online and sent it back to them for record. Not even a thanks, they made so it feel s they just dont care

IcyDeadPeople

I don't quite understand. Why buy the scroll instead of asking a friend to re-infect you?

If you cure vampirism and then contract it again, your skill line is instantly back to wherever it was before, fully maxed if you had it maxed.

The scroll doesn't level up the skill, which means it was already leveled up, same end result if you had a friend provide bite.

ArchMikem

Not sure if you realized this but you just gave ZOS money to fix a problem they caused and refused to fix for you. Unless you already had the crowns available then nevermind.

Taleof2Cities

NeoXanthus wrote: »

I provided ESO support with a screen shot of my character next to the achievement list with Vampirism and Vampirism Master 8/4/2014.

Can you share with us your screenshot @NeoXantus?

That might help lend support to some of the naysayers who don't believe your story ...

Feel free to block out your character name if you want to.

Betsararie

Terrible customer service experience, 0/10 without a doubt.

Honestly they could've known you were going to buy it all along.

karldavy149b16_ESO

NeoXanthus wrote: »

After the most recent patch, I lost vampirism on one of my characters. I opened a support case explaining this I was concerned about but more importantly what else if anything is missing. Basically, they told me I had not completed the Blood Matron quest. I explained that not only have I completed the Blood Matron 3 years ago I have also sired many other and characters. I said I would provide them names of characters that I have sired. Seven emails later after nothing less of being accused of being fraudulent by ESO support. I provided ESO support with a screen shot of my character next to the achievement list with Vampirism and Vampirism Master 8/4/2014. After a delay response from ESO support they gave me some small amount of gold and told me I would need to get re-bit and do the quest again. Instead I just paid the 1.5k crowns and turned myself instantly. When I think about how much money I choose to spend on this game weekly I wish ESO would get some decent helpful support.

not sure how to interpret this but u basically gave them so rl money after they treated u in a very negative way .... aint no way id be doing that id be pulling my sub ...

sirston

it's literally as easy for them to do as flipping a light

/PlayerLookup=NeoXanthus
/SetPlayerSubSkill
/SetVampire=1

1=Vampire
0=NonVampire

If this is not a thing. They made their job too hard.

Nerouyn

vyndral13preub18_ESO wrote: »

Im pretty sure this is all one big lie! Why? First this fella claims he got support to respond on the weekend! Then he claims they responded 7 times in 2 days!! Lies all of it! Im not fooled!

Both that and the fact that this player responded by buying vampirism with crowns makes me skeptical.

sirston wrote: »

it's literally as easy for them to do as flipping a light

/PlayerLookup=NeoXanthus
/SetPlayerSubSkill
/SetVampire=1

1=Vampire
0=NonVampire

If this is not a thing. They made their job too hard.

Basic rule of IT - give workers only as much power as they absolutely need to do their job. Any more invites mayhem.

CS have the means to spend a player's crowns. We know that. And they can probably adjust or ask to have adjusted a player's crown balance. Together that would have allowed them to fix this problem for the player, without also risking CS accidentally unvamping players or worse.

jaschacasadiob16_ESO

In many video game companies, customer care agents must close N tickets per day. It's really quantity over quality. Which is wrong, according to me. But again, that's how it usually works.

With this being said, if I were you:

• I would keep that email where you had gold and told to get turned again safe. That's a proof they acknowledge you are right.
• I wouldn't have spent any real money, mainly when you can simply ask for a bite in a Guild and get it in minutes for free.
• I would ask for a refund, providing the reference ID of the case you won and, if necessary, attaching the email itself.

IF they offer you in-game gold instead of turning your character into a Vampire directly, it suggests it's not as simple as changing an attribute on/off.

Personal note: if I were responsible for the game, I would have 1. apologize; 2. offered you 1.500 crowns as a compensation, telling you to freely use to turn yourself into a vampire again or use it on something else; and 3. apologize again and hope you decide to give us another chance.