Worst Customer Service Today

Elijah_Crow

Wow. I ran into a bug today and had to submit a ticket. After replies where the ticket was clearly not read repeatedly and several hours of back and forth to explain what I clearly explained in the beginning of the process, it was just closed and marked as "Solved".

Their solution - Submit a bug report.

After that I was told to remove my addon's and run a client repair for a broken NPC?!?!? You have to be kidding me.

Valen_Byte

Just keep replying to it until you get an actual person. Tho, its probably a giant waist of time. Zos dont care no mo.

Nestor

As lackadaisical as that response sounds, abandoning a quest and picking it up again has resolved almost every quest issue I have had.

Nestor

On a side note, do the Differently Geared folks still play the game together?

Elijah_Crow

Nestor wrote: »

As lackadaisical as that response sounds, abandoning a quest and picking it up again has resolved almost every quest issue I have had.

I don't have 11 other people to help me complete that trial quest again in the near future, but I appreciate and agree with that logic most of the time.

Elijah_Crow

Nestor wrote: »

On a side note, do the Differently Geared folks still play the game together?

Absolutely. You can look forward to the Differently Geared Trials coming soon. lol..maybe not that soon... and they could be short.. like a screenshot of being dead at the first pull..

Nestor

Elijah_Crow wrote: »

Nestor wrote: »

As lackadaisical as that response sounds, abandoning a quest and picking it up again has resolved almost every quest issue I have had.

I don't have 11 other people to help me complete that trial quest again in the near future, but I appreciate and agree with that logic most of the time.

Oh yea, a Trial Quest would be hard to pick up again lol

Hey, we do Trials on Thursday evenings in my Guild, that might help you get this one redone. Not sure if we are full tonight or not, it depends week to week.

Another guild I am in does them on Fridays, I might be able to get you in that one too.

Elijah_Crow

Nestor, you are awesome as always but my schedule isn't going to allow for any redo's in the next several days even if I could find a spot in a group. I do however appreciate the offer. I was originally hoping they would just log in to my character and grant the reward.

rynth

this has nothing to do with a lack of customer support. They answered your question and gave you tips/tools to try and fix it. Most of the time and it does happen in all mmo's you get a quest and it goes buggy and have to restart it. It sucks but that is just the facts of life in playing an mmo.

this isn't a subject of poor customer support but you just being frustrated that you were unlucky enough to hit a bug that ruined your time spent completing it and having to redo it.

Elijah_Crow

rynth wrote: »

this has nothing to do with a lack of customer support. They answered your question and gave you tips/tools to try and fix it. Most of the time and it does happen in all mmo's you get a quest and it goes buggy and have to restart it. It sucks but that is just the facts of life in playing an mmo.

this isn't a subject of poor customer support but you just being frustrated that you were unlucky enough to hit a bug that ruined your time spent completing it and having to redo it.

More frustrated by the four hours of emails back and forth, just to have them say "Create a bug report - issue solved" and closing my ticket, instead of actually granting the reward.

rynth

Elijah_Crow wrote: »

rynth wrote: »

this has nothing to do with a lack of customer support. They answered your question and gave you tips/tools to try and fix it. Most of the time and it does happen in all mmo's you get a quest and it goes buggy and have to restart it. It sucks but that is just the facts of life in playing an mmo.

this isn't a subject of poor customer support but you just being frustrated that you were unlucky enough to hit a bug that ruined your time spent completing it and having to redo it.

More frustrated by the four hours of emails back and forth, just to have them say "Create a bug report - issue solved" and closing my ticket, instead of actually granting the reward.

that is life of playing online, not their fault you happened to hit a snag/bug. These things happen they be a general quest or trial fact remains these snags come up from time to time. You just have to be unfortunate to happen to you on a trial. But, blaming customer support for them trying to help you out is wrong especially when they tried offer ways to fix it. You can't expect customer support to fix everything or just hand rewards out all of the time (not saying you asked for it all of the time). But, they answered you in a timely fashion and worked with you up to the point they could. Now you have to just chalk it up to the game and either do it again or not.

KingYogi415

Why do you think tech people in India who make 5$ an hour could alter anything in-game?

They don’t code the thing.

Elijah_Crow

Finally received an acknowledgment that the things they asked me to do were not necessary and would not have helped.

They still refused to just grant the reward, which in my book would have constituted good customer service.

Jayman1000

Did you know that time wasted is time gained? It's true, so actually you gained time, not lost it. Everytime you do a dungeon you evolve and because by evolving we exist you are confirmed in your existence. Im not sure why you would be against existing? So just do the dungeon again, mkay?

Girl_Number8

Elijah_Crow wrote: »

Wow. I ran into a bug today and had to submit a ticket. After replies where the ticket was clearly not read repeatedly and several hours of back and forth to explain what I clearly explained in the beginning of the process, it was just closed and marked as "Solved".

Their solution - Submit a bug report.

After that I was told to remove my addon's and run a client repair for a broken NPC?!?!? You have to be kidding me.

Wait till u get told to power recycle because bank items are missing. Actually you just need to keep with it, believe it or not they do help.

Im_MegaDeath

Submit a support ticket through the website and mark it account issues. most of the time a real person replies and if they cant help they forward you. tho all of these answers take time I suggest dropping quest and doing something else

Im_MegaDeath

and remember they have a lot of reports to sort through and most of the time these options help

Elijah_Crow

I appreciate the encouragement but the final reply was they were unwilling to grant the reward and my only option is to abandon the completed quest and re-do the trial.

The biggest issue throughout this process was that they repeatedly asked for information I already provided, and clearly didn’t read the ticket in full.

Having played MMOs since the launch of Ultima Online, I’ve had to seek assistance from support a handful of times and the quality of the support staff and the way the handle issues has gotten continually worse.

Having maintained a paid subscription to ESO since launch and needing to contact support one time for assistance over the years for a completed quest I can’t turn in... I expected better than a four hour run around ending in a “Submit a bug report, ticket closed.”

I think everyone deserves better than that.

Shimmer

I’ve actually had this happen on a vet dungeon a few years ago and they advanced the quest and completed it for me. So it is possible for them to do it.

I think the point he is making is the run around he got. I too experience this with the canned response and it is indeed frustrating.

@Nestor you are always so nice. Thank you

Apache_Kid

Elijah_Crow wrote: »

I appreciate the encouragement but the final reply was they were unwilling to grant the reward and my only option is to abandon the completed quest and re-do the trial.

The biggest issue throughout this process was that they repeatedly asked for information I already provided, and clearly didn’t read the ticket in full.

Having played MMOs since the launch of Ultima Online, I’ve had to seek assistance from support a handful of times and the quality of the support staff and the way the handle issues has gotten continually worse.

Having maintained a paid subscription to ESO since launch and needing to contact support one time for assistance over the years for a completed quest I can’t turn in... I expected better than a four hour run around ending in a “Submit a bug report, ticket closed.”

I think everyone deserves better than that.

I've always felt that ESO plus members should have the option of phone or Live-chat support. It's needed for a game where so many of the issues we need help with are complex and difficult to parse out over an e-mail chain.

Stania

It happened to me something similar. I submitted my report about not being able to do any transaction with any of my credit cards to buy crowns or eso+, what they told me: Buy a retail card. There's no retail cards in my country.

ScardyFox

rynth wrote: »

Elijah_Crow wrote: »

rynth wrote: »

this has nothing to do with a lack of customer support. They answered your question and gave you tips/tools to try and fix it. Most of the time and it does happen in all mmo's you get a quest and it goes buggy and have to restart it. It sucks but that is just the facts of life in playing an mmo.

this isn't a subject of poor customer support but you just being frustrated that you were unlucky enough to hit a bug that ruined your time spent completing it and having to redo it.

More frustrated by the four hours of emails back and forth, just to have them say "Create a bug report - issue solved" and closing my ticket, instead of actually granting the reward.

that is life of playing online, not their fault you happened to hit a snag/bug. These things happen they be a general quest or trial fact remains these snags come up from time to time. You just have to be unfortunate to happen to you on a trial. But, blaming customer support for them trying to help you out is wrong especially when they tried offer ways to fix it. You can't expect customer support to fix everything or just hand rewards out all of the time (not saying you asked for it all of the time). But, they answered you in a timely fashion and worked with you up to the point they could. Now you have to just chalk it up to the game and either do it again or not.

Really? Because something like that happened to me in FF14 and it was resolved in 10 minutes.

Nestor

Elijah_Crow wrote: »

Having played MMOs since the launch of Ultima Online, I’ve had to seek assistance from support a handful of times and the quality of the support staff and the way the handle issues has gotten continually worse.

Customer Service is always one of those things that gets the short shrift by corporations as they chase profits. Its the old, "those people are not generating revenues, so what good are they", when leadership looks at CS. Only, the intangible effect of helping someone who is frustrated keeps them happy about the product somehow gets lost in all of this.

We had awesome CS for the first year or so of the game, but when they closed down the call centers, it started going downhill. Makes me wonder if this has been outsourced to a contractor. In that they get paid for every ticket they close, so the incentive to close tickets overcomes the incentive to help folks.

Sure, probably 80% of the requests are such that a canned response takes care of it, but the other 20% just need some attention and care.

Do we still get those emails that ask us to give feedback on CS? If so, I would encourage anyone who feels that CS is lacking to fill those out. Numbers do change minds in the corporate world, not anecdotes.

Bax

Heh my experience with support once was 6-7 emails with text like "Hi, check our XYZ. If the problem still persists, reply to this email." XYZ was randomly changing each time (once it was FAQs, then community guides, then forums and so on). I responded 5 times "yes, problem is still there" and like a week later I finally reached the actual person who didn't help me anyway

The worst thing is those clearly automated replies are send with at least 24 hour delay.

I understand that they got high volume of tickets probably, but I would rather wait 3 days for human response than spending a whole week replying to machine which is trying to sicken me enough to stop bothering them.

Contacting support was really unpleasant experience and I hope I won't have to go through it ever again.

Apache_Kid wrote: »

I've always felt that ESO plus members should have the option of phone or Live-chat support. It's needed for a game where so many of the issues we need help with are complex and difficult to parse out over an e-mail chain.

I would definitely buy ESO+ if this is part of the package, who cares about storage space anyway...

Donari

I've seen worse CS, but that was in a game that from the top down encouraged cheating, griefing, and ganking both in and out of game.

Here, I just hope to everything I hold dear that I don't get any game-killing issues, because each experience I've had with ESO CS has been unhelpful at best. They don't read previous comments in the email chain, they suggest solutions to problems I don't have and never referenced, they ask for further input from me and in the very same email announce they are closing the ticket as solved. This is despite my clearly spelling out my problem in a polite and constructive manner and persevering with my polite constructive responses even as CS spins in random circles. (The one thing I did wrong on my end the last time was my being slow to follow up once or twice, since I had some time consuming RL distractions that month. But I apologized for that when getting back to the ticket and included the necessary information for CS to review the previous interactions).