Truly terrible customer service

Isteris

Guys, I got my friend to sign up to 6 months of ESO+, it activated no problem but no 9000 crowns.
Two weeks now and about 10 tickets, nothing from support other than the acknowledgements in his email.
Anybody got experience of this or advice on how to proceed, he is feeling like binning the game altogether and sure he could do that but however he has paid for something that he hasn't received and it cant be right to just let ZOS take his money by giving up now and deleting the game from his pc after playing for two years.

Valrien

Keep submitting tickets, and never make new ones once you get a reply (always keep the same email chain)

Worst case scenario, you can complain to an outside organization like your bank or the BBB and they can maybe help

Turelus

Have they logged into the support section of the website?

They should be able to see all their tickets there and the status of them. Generally it's better to bump an open ticket than create new ones. They could also go to the forums support section and post their ticket numbers and the issue so someone at ZOS can take a look.

MLGProPlayer

Make sure to respond to the first support email you recieve.

Support has always responded to me within a few hours of submitting a ticket. Make sure the emails aren't going to your junk folder. And make sure your tickets are actually being submitted by logging into the support site, like Turelus suggested.

Bhaal5

MLGProPlayer wrote: »

Make sure to respond to the first support email you recieve.

Support has always responded to me within a few hours of submitting a ticket. Make sure the emails aren't going to your junk folder. And make sure your tickets are actually being submitted by logging into the support site, like Turelus suggested.

A few hours, dam thats lucky.... Im going on a few days with unanswered tickets.

AlienatedGoat

Isteris wrote: »

Guys, I got my friend to sign up to 6 months of ESO+, it activated no problem but no 9000 crowns.
Two weeks now and about 10 tickets, nothing from support other than the acknowledgements in his email.
Anybody got experience of this or advice on how to proceed, he is feeling like binning the game altogether and sure he could do that but however he has paid for something that he hasn't received and it cant be right to just let ZOS take his money by giving up now and deleting the game from his pc after playing for two years.

It's just like the support system of some other companies.

You respond only when responded to. If you keep putting in responses after your initial response, it sends your ticket back to the bottom of the queue. It's very important that you only respond once to each email contact from Support.

The first few contacts will likely be canned responses, so just tell your friend to respond with "my issue is not resolved, I need the issue to be escalated" - and then wait patiently. If you do it the right way, your ticket is usually resolved in 2-3 days on average, from what I've seen, heard, read and experienced.

Isteris

thanks guys for your help, he will follow your advice re tickets.