The Elder Scrolls Online

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Horrible Customer Service Experience, No Help Offered

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chuck-18_ESO
chuck-18_ESO
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I've been having a really tough time with ESO lately, folks.

It all started about 2 months back; I opened the launcher and it was stuck on "Loading". I left it there for at least 12 hours, and it never changed. No buttons popped up, so I couldn't click the repair options, and the repair program found directly in the files wouldn't run.

So, I scoured Google for solutions, reading a ton about C++ files and clean installs. Lots of different recommendations, and I tried them all; multiple clean installs with multiple clean installs of various C++ versions, with no success. Tried running the game in Safe Mode, and got a host configuration error. No matter what I try, nothing works.

So, after weeks of trying different things, I finally went to customer service. I explained my problem, what I had done to fix it, and asked for more help.

Their response was to run the repair option (EVEN THOUGH I ALREADY SAID I COULDN'T), or to check my web connectivity (which is perfectly fine), and to get back to them for more troubleshooting if that doesn't work.

Of course, none of that worked. I responded immediately, and didn't hear back for 8 days, so I replied again, asking if I was still getting more help.

And this was their full reply, less than 5 hours later:

"Greetings!

Thank you for contacting The Elder Scrolls Online Team. My name is Tyrell and I would be happy to help guide you today, my friend ~ !


We very much hope that with trying the previous steps onto your game, that this may allow for you to no longer see this trouble. Please do let us know how all the previous worked out for you, as well as if any new changes have occurred with this process so that we can further investigate into this for you.


We will eagerly await your reply back to us here,



Thank you for your continued interest and support!



Warm Regards,
Tyrell
The Elder Scrolls Online Team"

What does that even mean? Is he seriously telling me to do what I've already done AGAIN?

I have nothing against foreigners, but this response is barely comprehensible English, and offered absolutely no help at all.

I've played this game since the beta, bought the Collector's Edition, multiple DLCs, a huge house, and so much more in Crowns. To think that I've put so much money into this game to have this kind of error, and receive this kind of help... it's infuriating.

I just don't want all of that cash to become a total waste because some freak problem I can't fix.

End rant.
The Exclusionary Mandates of Maruhkite Selection: All Are Equal

1: That the Supreme Spirit Akatosh is of unitary essence, as proven by the monolinearity of Time.
1: That Shezarr the missing sibling is Singularly Misplaced and therefore Doubly Venerated.
1: That the protean substrate that informs all denial of (1) is the Aldmeri Taint.
1: That the Prophet Most Simian demonstrated that monothought begets Proper-Life.
1: That the purpose of Proper-Life is the Expungement of the Taint.
1: That the Arc of Time provides the mortal theater for the Sacred Expungement.
1: That Akatosh is Time is Proper-Life is Taint-Death.
  • starkerealm
    starkerealm
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    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s
  • DenMoria
    DenMoria
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    Has anyone here who is on PC gotten back to you? Sounds like an issue on your end rather than ESO's end. Something is obviously blocking your installation. Hope it works out for you.
    chuck-18_ESO wrote: »
    I've been having a really tough time with ESO lately, folks.

    It all started about 2 months back; I opened the launcher and it was stuck on "Loading". I left it there for at least 12 hours, and it never changed. No buttons popped up, so I couldn't click the repair options, and the repair program found directly in the files wouldn't run.

    So, I scoured Google for solutions, reading a ton about C++ files and clean installs. Lots of different recommendations, and I tried them all; multiple clean installs with multiple clean installs of various C++ versions, with no success. Tried running the game in Safe Mode, and got a host configuration error. No matter what I try, nothing works.

    So, after weeks of trying different things, I finally went to customer service. I explained my problem, what I had done to fix it, and asked for more help.

    Their response was to run the repair option (EVEN THOUGH I ALREADY SAID I COULDN'T), or to check my web connectivity (which is perfectly fine), and to get back to them for more troubleshooting if that doesn't work.

    Of course, none of that worked. I responded immediately, and didn't hear back for 8 days, so I replied again, asking if I was still getting more help.

    And this was their full reply, less than 5 hours later:

    "Greetings!

    Thank you for contacting The Elder Scrolls Online Team. My name is Tyrell and I would be happy to help guide you today, my friend ~ !


    We very much hope that with trying the previous steps onto your game, that this may allow for you to no longer see this trouble. Please do let us know how all the previous worked out for you, as well as if any new changes have occurred with this process so that we can further investigate into this for you.


    We will eagerly await your reply back to us here,



    Thank you for your continued interest and support!



    Warm Regards,
    Tyrell
    The Elder Scrolls Online Team"

    What does that even mean? Is he seriously telling me to do what I've already done AGAIN?

    I have nothing against foreigners, but this response is barely comprehensible English, and offered absolutely no help at all.

    I've played this game since the beta, bought the Collector's Edition, multiple DLCs, a huge house, and so much more in Crowns. To think that I've put so much money into this game to have this kind of error, and receive this kind of help... it's infuriating.

    I just don't want all of that cash to become a total waste because some freak problem I can't fix.

    End rant.

  • chuck-18_ESO
    chuck-18_ESO
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    No, they haven't. I've tried running the launcher with no firewalls running at all, and no luck. I made sure no weird proxy setting were clicked. I've reinstalled Adobe. I feel like I've tried everything the internet suggests. :(
    The Exclusionary Mandates of Maruhkite Selection: All Are Equal

    1: That the Supreme Spirit Akatosh is of unitary essence, as proven by the monolinearity of Time.
    1: That Shezarr the missing sibling is Singularly Misplaced and therefore Doubly Venerated.
    1: That the protean substrate that informs all denial of (1) is the Aldmeri Taint.
    1: That the Prophet Most Simian demonstrated that monothought begets Proper-Life.
    1: That the purpose of Proper-Life is the Expungement of the Taint.
    1: That the Arc of Time provides the mortal theater for the Sacred Expungement.
    1: That Akatosh is Time is Proper-Life is Taint-Death.
  • chuck-18_ESO
    chuck-18_ESO
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    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.
    Edited by chuck-18_ESO on June 21, 2018 9:41PM
    The Exclusionary Mandates of Maruhkite Selection: All Are Equal

    1: That the Supreme Spirit Akatosh is of unitary essence, as proven by the monolinearity of Time.
    1: That Shezarr the missing sibling is Singularly Misplaced and therefore Doubly Venerated.
    1: That the protean substrate that informs all denial of (1) is the Aldmeri Taint.
    1: That the Prophet Most Simian demonstrated that monothought begets Proper-Life.
    1: That the purpose of Proper-Life is the Expungement of the Taint.
    1: That the Arc of Time provides the mortal theater for the Sacred Expungement.
    1: That Akatosh is Time is Proper-Life is Taint-Death.
  • Clansman2013
    Clansman2013
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    Out of curiosity, can you access the ESO account page? I'm also assuming you have tried disabling any anti-virus/anti-malware programs?
  • DenMoria
    DenMoria
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    But, then again Customer Service for every company out there is terrible. After all, this is 2018 - the customer stopped mattering as soon as they handed over their payment and the shareholders became gods.
  • starkerealm
    starkerealm
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    chuck-18_ESO wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.

    And you still find it hard to understand why they just might not want to talk to you after that?
  • Imhotep71
    Imhotep71
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    starkerealm wrote: »
    chuck-18_ESO wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.

    And you still find it hard to understand why they just might not want to talk to you after that?

    Youre assuming he said that directly to them and isnt just venting here. Plus it doesnt matter even if he did. You dont have to like the customer you are dealing with, you still have to deal with them.
    Ever dance with the Devil in the pale moonlight?

  • DenMoria
    DenMoria
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    Well I hope he didn't say that directly. T-shirts are far more effective.
    Imhotep71 wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.

    And you still find it hard to understand why they just might not want to talk to you after that?

    Youre assuming he said that directly to them and isnt just venting here. Plus it doesnt matter even if he did. You dont have to like the customer you are dealing with, you still have to deal with them.

  • starkerealm
    starkerealm
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    Imhotep71 wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.

    And you still find it hard to understand why they just might not want to talk to you after that?

    Youre assuming he said that directly to them and isnt just venting here. Plus it doesnt matter even if he did. You dont have to like the customer you are dealing with, you still have to deal with them.

    Yeah, I am. In rereading his post, it's distinctly possible he simply didn't respond to that, in which case, his ticket would have been closed in 48 hours. Which would probably be why he wasn't seeing any movement on the subject. They think the issue is resolved, because he didn't go back and say, "no, I can't get the launcher to work."
  • Franieck
    Franieck
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    I ran into the same problem you seem to be running into... What fixed it for me was to completely uninstall the game and a certain C++ file version (can't remember which). Then reinstall the game and let eso install the C++ again. After that, allow it through the firewall (disabling it didn't fix it for me). Maybe if you just allow the exe (32, 64 bit and launcher) as exceptions through the firewall you might solve it without having to reinstall anything. Anyway, I do feel ya, their support is useless.
  • Mystiqq0099
    Mystiqq0099
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    I understand your frustration. Its obvious that a problem like this will *** anyone off. However, keep in mind that if the launcher is not loading the game, a file is 100% corrupt. There are many things that can help you identify this:

    1. Uninstall the game
    2. Check to see if you have the latest windows
    3. Check to see if your grahics card hast the latest update.
    4. Any new device you’ve installed, uninstall. This is just to indentify whats cuasing the issue.
    5. Launch the game directly and bypass the launcher.
    6 If all of the above fail, then i hate to say it, but your issue is much larger then you’re capable of solving.

    Anytime a computer fails to load a file, its a client side issue. Had it been a server side issue, a mass of post regarding the issue would have surfaced already.
  • DenMoria
    DenMoria
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    Thank you Master Racers! I new you'd come to the rescue. :)
  • SirMewser
    SirMewser
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    Imhotep71 wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    starkerealm wrote: »
    chuck-18_ESO wrote: »
    I have nothing against foreigners, but...

    Yeah, I can't imagine why that didn't go over well. /s

    Oh, don't even. It's barely comprehensive. There is no shame in wanting a legible response. Anyone from anywhere can offer it.

    And you still find it hard to understand why they just might not want to talk to you after that?

    Youre assuming he said that directly to them and isnt just venting here. Plus it doesnt matter even if he did. You dont have to like the customer you are dealing with, you still have to deal with them.
    Oh, I deal with them alright.
    Especially when we are talking about members.

    I personally wouldn't want to market a community that looks like this.
    o.jpg
    So what if I didn't make immediate money off of the few spoiled ones?
    Picking out the bad ones improves the hospitality for the others, hence, long term profit.

    Saying nothing is sometimes better though.
    Edited by SirMewser on June 21, 2018 10:27PM
  • Beodamacsa
    Beodamacsa
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    Wow and the broken English in the response so professional.
  • SirMewser
    SirMewser
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    Ozby wrote: »
    Wow and the broken English in the response so professional.

    Um... @ZOS_TyrellM is great! :#

    To be honest, I am failing to comprehend why you and the OP are calling Tyrell's English broken. (Among other things... :|)

    We very much hope that with trying the previous steps onto your game, that this may allow for you to no longer see this trouble.
    Seems fine, however, suggests that the OP did not attempt the steps provided.

    Please do let us know how all the previous worked out for you, as well as if any new changes have occurred with this process so that we can further investigate into this for you.
    The only thing missing is the context of the previous message.
    His English is fine.
    Edited by SirMewser on June 22, 2018 5:22AM
  • yiasemi
    yiasemi
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    The preposition onto seems wrong to me but it's maybe US English? You foreigners over there in the States are a bit odd. ;)
    It's more the automated nature of the reply and it's unuseful (see and I'm a native speaker) nature that makes people cross.The only thing to try I would add is to remove anti-virus software before installing. That's messed me up at times.
  • NewbieOKS
    NewbieOKS
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    Hi sorry to hear your experience.

    No player will have the pleasure dealing with those kinda issues., especially the customer service

    Can you share us your PC technical specs and windows version you using? You mentioned that even you done the Windows clean install, but the problems still persists. I have a curiosity on it honestly.

    Also you haven’t reply in your previous original thread in reddit below

    https://www.reddit.com/r/elderscrollsonline/comments/8svmlz/horrible_customer_service_experience_game_broken/?st=JIPJM3PY&sh=e863a985
    Edited by NewbieOKS on June 22, 2018 5:38AM
    https://signatur.eso-database.com/17868970/signatur.jpg
    ESO-Database provides statistics for Elder Scrolls Online characters and guilds. This information is collected by the ESO-Database Client and ESO Database AddOn https://www.eso-database.com/en/ Huge thanks to @Keldor for this amazing add-on
  • Gnozo
    Gnozo
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    Uhm, didnt know if it was already mentioned but i had same Problem, running it in admin mode completly solved this issue for me.
  • Tasear
    Tasear
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    There's definitely a lot of work that could be done with customer service. I say this on a personal level.
    Edited by Tasear on June 22, 2018 6:59AM
  • chuck-18_ESO
    chuck-18_ESO
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    Hello, everyone. Just to be clear, I obviously didn't complain about the broken English to the people trying to help me, I was 100% venting here. I would never be rude to the people that were supposed to help me; I'm not really concerned with the broken English so much as I am the fact that I already told them my problems and what I've done, and they're just telling me to repeat steps I've already taken. I feel like my emails are barely being glanced at, hence my frustration. Also, I did respond to every email within 24 hours, so there's no reason they would have thought my issue was resolved.

    I've tried everything mentioned here with the exception of running the game by bypassing the launcher, I don't know specifically how to do that. I'm using Windows 10, if that means anything.
    The Exclusionary Mandates of Maruhkite Selection: All Are Equal

    1: That the Supreme Spirit Akatosh is of unitary essence, as proven by the monolinearity of Time.
    1: That Shezarr the missing sibling is Singularly Misplaced and therefore Doubly Venerated.
    1: That the protean substrate that informs all denial of (1) is the Aldmeri Taint.
    1: That the Prophet Most Simian demonstrated that monothought begets Proper-Life.
    1: That the purpose of Proper-Life is the Expungement of the Taint.
    1: That the Arc of Time provides the mortal theater for the Sacred Expungement.
    1: That Akatosh is Time is Proper-Life is Taint-Death.
  • NewbieOKS
    NewbieOKS
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    chuck-18_ESO wrote: »
    Hello, everyone. Just to be clear, I obviously didn't complain about the broken English to the people trying to help me, I was 100% venting here. I would never be rude to the people that were supposed to help me; I'm not really concerned with the broken English so much as I am the fact that I already told them my problems and what I've done, and they're just telling me to repeat steps I've already taken. I feel like my emails are barely being glanced at, hence my frustration. Also, I did respond to every email within 24 hours, so there's no reason they would have thought my issue was resolved.

    I've tried everything mentioned here with the exception of running the game by bypassing the launcher, I don't know specifically how to do that. I'm using Windows 10, if that means anything.

    Have you tried this one?

    https://help.elderscrollsonline.com/app/answers/detail/a_id/37687/kw/Game consultant
    https://signatur.eso-database.com/17868970/signatur.jpg
    ESO-Database provides statistics for Elder Scrolls Online characters and guilds. This information is collected by the ESO-Database Client and ESO Database AddOn https://www.eso-database.com/en/ Huge thanks to @Keldor for this amazing add-on
  • DanteYoda
    DanteYoda
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    I don't mean to be rude to Zos or anyone but i agree that response isn't what i'd call the best english.. I'm not bashing other races but if you are going to employ staff in a support situation at least use staff from the countries you are servicing the business too...
  • The_Red_Viper
    The_Red_Viper
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    Upload a screenshot of the mail. Copy pasting a wall of text is not proof. I have never had any problems with customer service. Their language was always flawless, and I doubt ZOS will hire people who can't write proper english, that would just reflect badly upon them.

    Did you try launching the game without the client yet?
    Edited by The_Red_Viper on June 22, 2018 7:07AM
  • AlienatedGoat
    AlienatedGoat
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    yiasemi wrote: »
    The preposition onto seems wrong to me but it's maybe US English? You foreigners over there in the States are a bit odd. ;)
    It's more the automated nature of the reply and it's unuseful (see and I'm a native speaker) nature that makes people cross.The only thing to try I would add is to remove anti-virus software before installing. That's messed me up at times.

    "US English" here. This guy just has terrible grammar and word choice. Not a good look for Support, but ZOS doesn't exactly have good Support. They outsourced for everything except the Crown Store concierge service they ran before gifting went live. If you want to talk to a native speaker, you have to get your ticket escalated.

    Agree about disabling any A/V though. Most installation problems are caused by a conflict, which is usually solved by running the system with minimal processes while installing.
    PC-NA Goat - Bleat Bleat Baaaa
  • essi2
    essi2
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    If anything his English seems too formal and proper.
    "The Heritance are racists yes? Idiots. But dangerous, destabilizing racist idiots." - Razum-dar

    "Wood Elves aren't made of wood, Sea Elves aren't made of water. M'aiq still wonders about High Elves" - M'aiq the Liar

    ** Leyawiin Layabouts (PC-EU) - Leyawiin Layabouts (PC-NA) **

    *** https://www.youtube.com/@essi2 - https://www.twitch.tv/essi2 ***
  • DieAlteHexe
    DieAlteHexe
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    chuck-18_ESO wrote: »
    Hello, everyone. Just to be clear, I obviously didn't complain about the broken English to the people trying to help me, I was 100% venting here. I would never be rude to the people that were supposed to help me; I'm not really concerned with the broken English so much as I am the fact that I already told them my problems and what I've done, and they're just telling me to repeat steps I've already taken. I feel like my emails are barely being glanced at, hence my frustration. Also, I did respond to every email within 24 hours, so there's no reason they would have thought my issue was resolved.

    I've tried everything mentioned here with the exception of running the game by bypassing the launcher, I don't know specifically how to do that. I'm using Windows 10, if that means anything.

    And yet, you left the CS's name in your rant.

    Also, did you try running in Admin mode?
    Dirty, filthy casual aka Nancy, the Wallet Warrior Carebear Potato Whale Snowflake
  • Naughty_Ryder
    Naughty_Ryder
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    @chuck-18_ESO have you tried installing the game on another computer in your household? And maybe try picking up another fairly priced HDD, insert it into your PC and reinstall the OS. Then try reinstall the game? Maybe there are some currupted hidden files, either way there’s is obviously something messing with your installation! Maybe a quick fix to try a new HDD, and just transfer any valuable information and data from your old HDD onto the new one. A horrible messy solution. But that’s might just be the cheapest fix - if the problem is with your PC.

    (I apologise for any bad English and Grammar, I wrote this half asleep). :)
    Edited by Naughty_Ryder on June 22, 2018 7:23AM
    Fairies are invisible and inaudible like angels. But their magic sparkles in nature.

    - I solemnly swear that I am up to no good.
  • d3adkid
    d3adkid
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    Random Vent: My game doesn't start. !!Help Me!!
    People: Searching for grammatical errors
    I aspire to become a thin yet fat tank.
  • Naughty_Ryder
    Naughty_Ryder
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    d3adkid wrote: »
    Random Vent: My game doesn't start. !!Help Me!!
    People: Searching for grammatical errors

    Don’t you just love the community! :)
    Edited by Naughty_Ryder on June 22, 2018 7:25AM
    Fairies are invisible and inaudible like angels. But their magic sparkles in nature.

    - I solemnly swear that I am up to no good.
This discussion has been closed.