Maintenance for the week of March 3:
• PC/Mac: No maintenance – March 3
• NA megaservers for maintenance – March 5, 4:00AM EST (9:00 UTC) - 11:00AM EST (16:00 UTC)
• EU megaservers for maintenance – March 5, 9:00 UTC (4:00AM EST) - 16:00 UTC (11:00AM EST)
• ESO Store and Account System for maintenance – March 6, 6:00AM EST (11:00 UTC) - 4:00PM EST (21:00 UTC)
• PC/Mac: No maintenance – March 3
• NA megaservers for maintenance – March 5, 4:00AM EST (9:00 UTC) - 11:00AM EST (16:00 UTC)
• EU megaservers for maintenance – March 5, 9:00 UTC (4:00AM EST) - 16:00 UTC (11:00AM EST)
• ESO Store and Account System for maintenance – March 6, 6:00AM EST (11:00 UTC) - 4:00PM EST (21:00 UTC)
How long does it take to get a support response?
Neoicelord
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2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns 
0
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Taleof2Cities✭✭✭✭✭
✭✭✭✭✭Each time you complain in the forums it adds 2-3 days ... known debuff.
On a serious note, be sure to follow up regularly and politely every couple of days.
Because tickets don't move along by themselves if you let them sit idle (even though maybe they should).0 -
ZonasArch✭✭✭✭✭
✭✭Neoicelord wrote: »2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns
My tickets usually get attention withing the first day or two. Remember to always be polite and proper, use punctuation and be very clear. About your issue. Names, times, server, account, all that. Disregard people saying this support sucks... It's actually one Of the best, considering the size of this game and how many issues we all face from time to time.
Naysayers will naysay. Ignore.0 -
Bhaal5✭✭✭✭✭
✭If its anything serious, that 5 year comment would be close. If its crowns related... Well now that maybe a week0 -
Girl_Number8✭✭✭✭✭
✭✭✭Create tickets with multiple subjects related to your issue and ask for a real person to deal with so it can hopefully be resolved quicker. It will take lots of perseverance on your part to keep with it. I had a major game issue and it took 27 days to resolve it and I was dealing with customer service everyday. Be polite and explain your problem in detail as thoroughly as you can for it to be fixed with their help. Good luck
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Gythral✭✭✭✭✭
✭✭✭Dont bother - if they could fix the issue they would have (probably 5yrs ago)“Be as a tower, that, firmly set,
Shakes not its top for any blast that blows!”
Dante Alighieri, The Divine Comedy0 -
Neoicelord✭✭✭Neoicelord wrote: »2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns
My tickets usually get attention withing the first day or two. Remember to always be polite and proper, use punctuation and be very clear. About your issue. Names, times, server, account, all that. Disregard people saying this support sucks... It's actually one Of the best, considering the size of this game and how many issues we all face from time to time.
Naysayers will naysay. Ignore.
WoW has the best customer support. i can go to live chat 10 seconds from now and get human to talk to.0 -
ZonasArch✭✭✭✭✭
✭✭Neoicelord wrote: »Neoicelord wrote: »2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns
My tickets usually get attention withing the first day or two. Remember to always be polite and proper, use punctuation and be very clear. About your issue. Names, times, server, account, all that. Disregard people saying this support sucks... It's actually one Of the best, considering the size of this game and how many issues we all face from time to time.
Naysayers will naysay. Ignore.
WoW has the best customer support. i can go to live chat 10 seconds from now and get human to talk to.
Different model game. Forced paid sub, so I guess it goes with the expected package. But to say support here is bad? That's nothing but blind entitlement from spoiled brats that want everything handled to them and yell and cry otherwise. Not pointing at you.0 -
Androconium✭✭✭✭✭
✭Neoicelord wrote: »2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns
My tickets usually get attention withing the first day or two. Remember to always be polite and proper, use punctuation and be very clear. About your issue. Names, times, server, account, all that. Disregard people saying this support sucks... It's actually one Of the best, considering the size of this game and how many issues we all face from time to time.
Naysayers will naysay. Ignore.
or what?
it gets put into the too hard basket?
that's an interesting triage concept; do the nice people first.
Is this a verifable fact? Or something that you fantasised?0 -
Androconium✭✭✭✭✭
✭MLGProPlayer wrote: »2 business days. Remember that Saturday and Sunday aren't business days.
Remember: Online means 24/7. Not just US business hours and workdays.2 -
Turelus✭✭✭✭✭
✭✭✭✭✭Normally it's within a couple of days when I've put a ticket in.
If you log into the support page you can always reply to your own ticket and ask if there is an update or ETA.
The main thing is not to create new tickets.@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."0 -
ZonasArch✭✭✭✭✭
✭✭Androconium wrote: »Neoicelord wrote: »2 days later and it's still listed as "waiting for agent"....account got hacked and the c uck deleted 3 of my characters and stole 3800 crowns
My tickets usually get attention withing the first day or two. Remember to always be polite and proper, use punctuation and be very clear. About your issue. Names, times, server, account, all that. Disregard people saying this support sucks... It's actually one Of the best, considering the size of this game and how many issues we all face from time to time.
Naysayers will naysay. Ignore.
or what?
it gets put into the too hard basket?
that's an interesting triage concept; do the nice people first.
Is this a verifable fact? Or something that you fantasised?
No, good human. This a general rule of life.... If Mom or Dad didn't tell you that, I'm sorry, but here I am doing their job. It makes life easier, you can 100% assume being polite and proper will get you ahead enough to be worth it.
Now get your rude butt back on your chair and don't talk to me again, please. Have a good day.2 -
Sanctuary_Reaper✭✭✭✭✭Androconium wrote: »MLGProPlayer wrote: »2 business days. Remember that Saturday and Sunday aren't business days.
Remember: Online means 24/7. Not just US business hours and workdays.
This ^
You cant have a 24/7 online game and 40hrs a week supoort, it doesnt work, clearly, if thats what they wanted maybe they should only allow american users and accounts.0 -
ZonasArch✭✭✭✭✭
✭✭The entitlement to instantaneous support is real...
Are you guys delusional? Online game 24/7 does not, at all, require 24/7 online instant support. There's absolutely no relation there. As long as support take care of what they have to take care, taking 1 or 2 or 3 days doesn't matter much. It's a game you play literally over years... A few days will probably not hurt at all, outside of severe client side issues.
I wonder if you say the same about your credit card company, or your ISP or you bank, all services that also work 24/7... If you have issues with these, more than likely they'll only fix it the next day, unless you live in heaven or something.Edited by ZonasArch on January 29, 2019 9:08AM0 -
Androconium✭✭✭✭✭
✭The entitlement to instantaneous support is real...
Are you guys delusional? Online game 24/7 does not, at all, require 24/7 online instant support. There's absolutely no relation there. As long as support take care of what they have to take care, taking 1 or 2 or 3 days doesn't matter much. It's a game you play literally over years... A few days will probably not hurt at all, outside of severe client side issues.
I wonder if you say the same about your credit card company, or your ISP or you bank, all services that also work 24/7... If you have issues with these, more than likely they'll only fix it the next day, unless you live in heaven or something.- I'd have to suggest that if you think that anyone in heaven is alive, then you're the delusional one.
- I don't spend 8,9,10 hours at a time logged onto my bank or ISP account.
- Any ISP that has an outage on Friday, that they don't fix until Monday, won't last long as an ISP.
- Your argument that as the service that I pay for is "only" a game is irrelevant.
Why then don't ESO just start the servers at 8:30 USian time and shut them down at 5:30 USian time, if they can only afford business hours support? The most obvious reason is that the company that I contracted with is based in the UK. So, if anything, support should be based around UK business hours. Is your head spinning yet?
To correctly triage this support ticket, the FACT that the customer is saying that their account was hacked should see this escalated. Solely for the reason that this particular issue may affect hundreds or thousands of ESO clients and their personal data.
But as you say, "A few days will probably not hurt at all," - unless its your account that gets hacked.
Then you might want a quicker or more effective response.0 -
Neoicelord✭✭✭Androconium wrote: »The entitlement to instantaneous support is real...
Are you guys delusional? Online game 24/7 does not, at all, require 24/7 online instant support. There's absolutely no relation there. As long as support take care of what they have to take care, taking 1 or 2 or 3 days doesn't matter much. It's a game you play literally over years... A few days will probably not hurt at all, outside of severe client side issues.
I wonder if you say the same about your credit card company, or your ISP or you bank, all services that also work 24/7... If you have issues with these, more than likely they'll only fix it the next day, unless you live in heaven or something.- I'd have to suggest that if you think that anyone in heaven is alive, then you're the delusional one.
- I don't spend 8,9,10 hours at a time logged onto my bank or ISP account.
- Any ISP that has an outage on Friday, that they don't fix until Monday, won't last long as an ISP.
- Your argument that as the service that I pay for is "only" a game is irrelevant.
Why then don't ESO just start the servers at 8:30 USian time and shut them down at 5:30 USian time, if they can only afford business hours support? The most obvious reason is that the company that I contracted with is based in the UK. So, if anything, support should be based around UK business hours. Is your head spinning yet?
To correctly triage this support ticket, the FACT that the customer is saying that their account was hacked should see this escalated. Solely for the reason that this particular issue may affect hundreds or thousands of ESO clients and their personal data.
But as you say, "A few days will probably not hurt at all," - unless its your account that gets hacked.
Then you might want a quicker or more effective response.
Maybe have 24/7 chat support for ESO plus member only? or make ESO plus 17$ a month with the chat support added in? idk..it's 5am and i am tired
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ZonasArch✭✭✭✭✭
✭✭Androconium wrote: »The entitlement to instantaneous support is real...
Are you guys delusional? Online game 24/7 does not, at all, require 24/7 online instant support. There's absolutely no relation there. As long as support take care of what they have to take care, taking 1 or 2 or 3 days doesn't matter much. It's a game you play literally over years... A few days will probably not hurt at all, outside of severe client side issues.
I wonder if you say the same about your credit card company, or your ISP or you bank, all services that also work 24/7... If you have issues with these, more than likely they'll only fix it the next day, unless you live in heaven or something.- I'd have to suggest that if you think that anyone in heaven is alive, then you're the delusional one.
- I don't spend 8,9,10 hours at a time logged onto my bank or ISP account.
- Any ISP that has an outage on Friday, that they don't fix until Monday, won't last long as an ISP.
- Your argument that as the service that I pay for is "only" a game is irrelevant.
Why then don't ESO just start the servers at 8:30 USian time and shut them down at 5:30 USian time, if they can only afford business hours support? The most obvious reason is that the company that I contracted with is based in the UK. So, if anything, support should be based around UK business hours. Is your head spinning yet?
To correctly triage this support ticket, the FACT that the customer is saying that their account was hacked should see this escalated. Solely for the reason that this particular issue may affect hundreds or thousands of ESO clients and their personal data.
But as you say, "A few days will probably not hurt at all," - unless its your account that gets hacked.
Then you might want a quicker or more effective response.
A few points: I agree about the hack, but it is as I said before, severe client based issue. If your account got hacked, that's on you. Support will help, but the agony and the wait is not their fault, it's yours.
Then, my head didn't spin at all. You contracted an UK based company? That's weird, but if so, I would agree that working hours should be UK. Which company was this though, because zenimax is based on America, yes? I may be wrong about this one. Doesn't change much for me since I'm sitting right on the middle and either timezones suck a bit for me, but never suck too much, and I do play both servers.
The heaven comment was just a joke, but I guess it went straight over your head? Dunno. I'm not a believer, heaven for me is my family and that's about it. Anything else is kid's bedtime brainwashing story. I have more faith in a dictionary.
You spend literally 24/7 connected to your bank and ISP and stuff, even if you don't use it. The system never shuts down or goes offline. You can use internet at 3am or go grocery shopping at 4am, and that's all I have to say about them being 24/7 uptime. Whether you notice or not, is up to how you live your life and it's not my business. And a game is a service like any other, I don't think I've said anything about "being just a game". Maybe someone else did. I game 6-10h a day when I'm on vacations and weekends. Gaming for me is a way of life.
And lastly, I agree that an ISP that takes 3 days over a weekend to fix your stuff will not last long... Given there's competition. Most places don't have such a luxury. Big cities, yes, plenty of that, but countryside? You're lucky to have one company, even in places like the US, let alone in places like Brazil or Australia or whatever. If your ISP doesn't show up until monday, you won't cancel because that's the only one you have. Facked up, right? I think so too. I live in the big city, and I'm currently switching ISP because mine sucks and I have options. My mom is stuck with hers where she lives because he's only has one option.. and she only loves about 100km away from the capital of my state. It goes from 3mi people where I love to 30k where she does and there isn't enough demand to push more ISP to supply the region
So yeah... Good luck on your precious little world of 24/7 support. You won't have it for the things you need, you won't have it for the things you don't. At least not own that solves your problem. Maybe one that escalates you in emergencies, but that's as far as a reasonable person could ever hope for.
Also, please forgive any typos or seemingly misplaced words. I'm on my phone and I'm REALLY tired, not sure if I got all the autocorrects gone wrong.
Edited by ZonasArch on January 29, 2019 10:28AM0
