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customer support???
vgabor
✭✭✭✭✭
✭
✭
Seriously @ZOS, what kind of customer support are you employing???
Edit: lol, it's indeed customer not costumer support, thx @srfrogg23
My ticket:
The Elder Scrolls Online Team message, first customer support person:
The Elder Scrolls Online Team message, second customer support person:
Edited by vgabor on October 29, 2019 12:31PM Edit: lol, it's indeed customer not costumer support, thx @srfrogg23
My ticket:
Multiple times happened now that I don't find even skull (either dremora or plunder one) when I'm killing a public dungeon boss.
The last one just a few minutes go:
- freshly logged into the character, first public dungeon first boss (so there cannot be any previous kill, countdown, anything, since this is the first public dungeon boss for today)
- soloed the boss (so I did enough damage since I did all the damage)
- found no skull at all
In the next boss just a minute later found the expected dremora skull.
The dungeon was the Forgotten Crypts in Deshaan, which is heavily farmed, so bosses pretty much killed on respawn, however the character I'm experienced this was a freshly logged in character in his first dungeon at the first boss, so there should be no any loot cooldown at that point...
The Elder Scrolls Online Team message, first customer support person:
Hi there Traveler,
Thanks for contacting the Elder Scrolls Online Team. Lee here!
Thank you for reaching out to us on this issue! Please try uninstalling any mods/addons you may have and repair the game. These programs aren't officially supported and may cause issues with graphics or gameplay.
To completely remove add-ons from The Elder Scrolls Online, you should perform the following steps:
PC:
1.Go to the "Elder Scrolls Online" folder in My Documents.
2.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
3.Remove all files from the "AddOns" folder.
4.Remove all files from the "SavedVariables" folder.
5.Remove AddOnSettings.txt from the "live" folder.
Mac:
1.Open the Finder and go to Documents. ◦Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
2.Find the "Elder Scrolls Online" folder.
3.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
4.Remove all files from the "AddOns" folder.
5.Remove all files from the "SavedVariables" folder.
6.Remove AddOnSettings.txt from the "live" folder.
Please note, you do not need to delete these files. They simply need to be removed from the game folders. you can keep them safe by moving them to another folder.
If you did not delete these add-ons and wish to restore them, you can do so by moving the files back to the "AddOns" folder.
Warm Regards,
Lee
The Elder Scrolls Online Team
The Elder Scrolls Online Team message, second customer support person:
Hello,
My name is Justin, and thank you for contacting us again. Looking over your issue and the progression of this ticket, I would recommend uninstalling any addons and repairing you game files, as these may be causing your issue. I'll provide detailed instruction below on how to accomplish this.
We are unable to add the drops from the event to your account retroactively, which I understand is frustrating, but our best advice is to repair the game files as stated before and see if that helps.
To completely remove add-ons from The Elder Scrolls Online, players should perform the following steps:
PC:
Go to the "Elder Scrolls Online" folder in My Documents.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
Mac:
Open the Finder and go to Documents.
Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
Find the "Elder Scrolls Online" folder.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
This is a known fix for your issue that has worked for other customers. After doing this I advise repairing your game files.
The Play Button reads "Play" or "Update"
Click Game Options (located under the News Section).
Click Repair and wait for the process to finish.
PC_LAUNCHER_REPAIR.PNG
The Play Button reads "Install"
Click Install and start downloading.
Once the download begins, shutdown the launcher.
Restart the launcher and click Game Options.
It should read as Updating… with Cancel underneath.
Click Cancel.
The Game Options tab should now include Repair.
Click Repair and wait for it to finish.
The Play Button reads "Pause" during download
Expand the Game Options menu.
If the tab reads Installing…, restart the launcher.
When the tab says Updating…, click Cancel.
The Game Options tab now should include Repair.
Click Repair and wait for it to finish.
The repair process will go through a loop of verify, download, and verify again until all files are repaired. The progress bar may load from 0 to 100 multiple times before finishing. This may take a while.
Once the repair is finished, restart the game and see if the issue is still occurring. Check that the issue is resolved before reinstalling or reactivating addons.
Please try these fixes out, and if your issues persist, contact us and let us know what steps you took and the results of those actions.
Thank you for contacting us, and I hope these solutions work for you.
Thank you for your continued interest and support!
Warm Regards,
Justin
The Elder Scrolls Online Team
1
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Bealindra✭✭can try this
https://www.esoui.com/downloads/info1501-PlunderSkullTimerWitchesFestival.html
not much help to you issue but it would clear the timer0 -
Anyron✭✭✭✭✭
✭Seriously @ZOS, what kind of costumer support are you employing???
My ticket:Multiple times happened now that I don't find even skull (either dremora or plunder one) when I'm killing a public dungeon boss.
The last one just a few minutes go:
- freshly logged into the character, first public dungeon first boss (so there cannot be any previous kill, countdown, anything, since this is the first public dungeon boss for today)
- soloed the boss (so I did enough damage since I did all the damage)
- found no skull at all
In the next boss just a minute later found the expected dremora skull.
The dungeon was the Forgotten Crypts in Deshaan, which is heavily farmed, so bosses pretty much killed on respawn, however the character I'm experienced this was a freshly logged in character in his first dungeon at the first boss, so there should be no any loot cooldown at that point...
The Elder Scrolls Online Team message, first costumer support person:Hi there Traveler,
Thanks for contacting the Elder Scrolls Online Team. Lee here!
Thank you for reaching out to us on this issue! Please try uninstalling any mods/addons you may have and repair the game. These programs aren't officially supported and may cause issues with graphics or gameplay.
To completely remove add-ons from The Elder Scrolls Online, you should perform the following steps:
PC:
1.Go to the "Elder Scrolls Online" folder in My Documents.
2.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
3.Remove all files from the "AddOns" folder.
4.Remove all files from the "SavedVariables" folder.
5.Remove AddOnSettings.txt from the "live" folder.
Mac:
1.Open the Finder and go to Documents. ◦Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
2.Find the "Elder Scrolls Online" folder.
3.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
4.Remove all files from the "AddOns" folder.
5.Remove all files from the "SavedVariables" folder.
6.Remove AddOnSettings.txt from the "live" folder.
Please note, you do not need to delete these files. They simply need to be removed from the game folders. you can keep them safe by moving them to another folder.
If you did not delete these add-ons and wish to restore them, you can do so by moving the files back to the "AddOns" folder.
Warm Regards,
Lee
The Elder Scrolls Online Team
The Elder Scrolls Online Team message, second costumer support person:Hello,
My name is Justin, and thank you for contacting us again. Looking over your issue and the progression of this ticket, I would recommend uninstalling any addons and repairing you game files, as these may be causing your issue. I'll provide detailed instruction below on how to accomplish this.
We are unable to add the drops from the event to your account retroactively, which I understand is frustrating, but our best advice is to repair the game files as stated before and see if that helps.
To completely remove add-ons from The Elder Scrolls Online, players should perform the following steps:
PC:
Go to the "Elder Scrolls Online" folder in My Documents.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
Mac:
Open the Finder and go to Documents.
Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
Find the "Elder Scrolls Online" folder.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
This is a known fix for your issue that has worked for other customers. After doing this I advise repairing your game files.
The Play Button reads "Play" or "Update"
Click Game Options (located under the News Section).
Click Repair and wait for the process to finish.
PC_LAUNCHER_REPAIR.PNG
The Play Button reads "Install"
Click Install and start downloading.
Once the download begins, shutdown the launcher.
Restart the launcher and click Game Options.
It should read as Updating… with Cancel underneath.
Click Cancel.
The Game Options tab should now include Repair.
Click Repair and wait for it to finish.
The Play Button reads "Pause" during download
Expand the Game Options menu.
If the tab reads Installing…, restart the launcher.
When the tab says Updating…, click Cancel.
The Game Options tab now should include Repair.
Click Repair and wait for it to finish.
The repair process will go through a loop of verify, download, and verify again until all files are repaired. The progress bar may load from 0 to 100 multiple times before finishing. This may take a while.
Once the repair is finished, restart the game and see if the issue is still occurring. Check that the issue is resolved before reinstalling or reactivating addons.
Please try these fixes out, and if your issues persist, contact us and let us know what steps you took and the results of those actions.
Thank you for contacting us, and I hope these solutions work for you.
Thank you for your continued interest and support!
Warm Regards,
Justin
The Elder Scrolls Online Team
Just lol.. yeah.. Sometimes you need to write more times one ticket to get response but this looks like this guy needs more coffee after morning1 -
srfrogg23✭✭✭✭✭
✭✭✭Seriously @ZOS, what kind of costumer support are you employing???
My ticket:Multiple times happened now that I don't find even skull (either dremora or plunder one) when I'm killing a public dungeon boss.
The last one just a few minutes go:
- freshly logged into the character, first public dungeon first boss (so there cannot be any previous kill, countdown, anything, since this is the first public dungeon boss for today)
- soloed the boss (so I did enough damage since I did all the damage)
- found no skull at all
In the next boss just a minute later found the expected dremora skull.
The dungeon was the Forgotten Crypts in Deshaan, which is heavily farmed, so bosses pretty much killed on respawn, however the character I'm experienced this was a freshly logged in character in his first dungeon at the first boss, so there should be no any loot cooldown at that point...
The Elder Scrolls Online Team message, first costumer support person:Hi there Traveler,
Thanks for contacting the Elder Scrolls Online Team. Lee here!
Thank you for reaching out to us on this issue! Please try uninstalling any mods/addons you may have and repair the game. These programs aren't officially supported and may cause issues with graphics or gameplay.
To completely remove add-ons from The Elder Scrolls Online, you should perform the following steps:
PC:
1.Go to the "Elder Scrolls Online" folder in My Documents.
2.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
3.Remove all files from the "AddOns" folder.
4.Remove all files from the "SavedVariables" folder.
5.Remove AddOnSettings.txt from the "live" folder.
Mac:
1.Open the Finder and go to Documents. ◦Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
2.Find the "Elder Scrolls Online" folder.
3.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
4.Remove all files from the "AddOns" folder.
5.Remove all files from the "SavedVariables" folder.
6.Remove AddOnSettings.txt from the "live" folder.
Please note, you do not need to delete these files. They simply need to be removed from the game folders. you can keep them safe by moving them to another folder.
If you did not delete these add-ons and wish to restore them, you can do so by moving the files back to the "AddOns" folder.
Warm Regards,
Lee
The Elder Scrolls Online Team
The Elder Scrolls Online Team message, second costumer support person:Hello,
My name is Justin, and thank you for contacting us again. Looking over your issue and the progression of this ticket, I would recommend uninstalling any addons and repairing you game files, as these may be causing your issue. I'll provide detailed instruction below on how to accomplish this.
We are unable to add the drops from the event to your account retroactively, which I understand is frustrating, but our best advice is to repair the game files as stated before and see if that helps.
To completely remove add-ons from The Elder Scrolls Online, players should perform the following steps:
PC:
Go to the "Elder Scrolls Online" folder in My Documents.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
Mac:
Open the Finder and go to Documents.
Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
Find the "Elder Scrolls Online" folder.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
This is a known fix for your issue that has worked for other customers. After doing this I advise repairing your game files.
The Play Button reads "Play" or "Update"
Click Game Options (located under the News Section).
Click Repair and wait for the process to finish.
PC_LAUNCHER_REPAIR.PNG
The Play Button reads "Install"
Click Install and start downloading.
Once the download begins, shutdown the launcher.
Restart the launcher and click Game Options.
It should read as Updating… with Cancel underneath.
Click Cancel.
The Game Options tab should now include Repair.
Click Repair and wait for it to finish.
The Play Button reads "Pause" during download
Expand the Game Options menu.
If the tab reads Installing…, restart the launcher.
When the tab says Updating…, click Cancel.
The Game Options tab now should include Repair.
Click Repair and wait for it to finish.
The repair process will go through a loop of verify, download, and verify again until all files are repaired. The progress bar may load from 0 to 100 multiple times before finishing. This may take a while.
Once the repair is finished, restart the game and see if the issue is still occurring. Check that the issue is resolved before reinstalling or reactivating addons.
Please try these fixes out, and if your issues persist, contact us and let us know what steps you took and the results of those actions.
Thank you for contacting us, and I hope these solutions work for you.
Thank you for your continued interest and support!
Warm Regards,
Justin
The Elder Scrolls Online Team
You should try contacting customer support instead of costumer support. That would probably help.
Otherwise, do what they said with the addons and, if all else fails, just wait 3 minutes for the plunder skull timer to reset before killing the next boss.1 -
vgabor✭✭✭✭✭
✭Otherwise, do what they said with the addons and, if all else fails, just wait 3 minutes for the plunder skull timer to reset before killing the next boss.
Yeah, I know about that timer but this is not the purple skulls but the gold one. First login on the day in the first dungeon at the first boss and no skull... then second boss within a minute and there I found the gold skull...
1 -
Reverb✭✭✭✭✭
✭✭✭✭✭Seriously @ZOS, what kind of costumer support are you employing???
My ticket:Multiple times happened now that I don't find even skull (either dremora or plunder one) when I'm killing a public dungeon boss.
The last one just a few minutes go:
- freshly logged into the character, first public dungeon first boss (so there cannot be any previous kill, countdown, anything, since this is the first public dungeon boss for today)
- soloed the boss (so I did enough damage since I did all the damage)
- found no skull at all
In the next boss just a minute later found the expected dremora skull.
The dungeon was the Forgotten Crypts in Deshaan, which is heavily farmed, so bosses pretty much killed on respawn, however the character I'm experienced this was a freshly logged in character in his first dungeon at the first boss, so there should be no any loot cooldown at that point...
The Elder Scrolls Online Team message, first costumer support person:Hi there Traveler,
Thanks for contacting the Elder Scrolls Online Team. Lee here!
Thank you for reaching out to us on this issue! Please try uninstalling any mods/addons you may have and repair the game. These programs aren't officially supported and may cause issues with graphics or gameplay.
To completely remove add-ons from The Elder Scrolls Online, you should perform the following steps:
PC:
1.Go to the "Elder Scrolls Online" folder in My Documents.
2.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
3.Remove all files from the "AddOns" folder.
4.Remove all files from the "SavedVariables" folder.
5.Remove AddOnSettings.txt from the "live" folder.
Mac:
1.Open the Finder and go to Documents. ◦Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
2.Find the "Elder Scrolls Online" folder.
3.Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
4.Remove all files from the "AddOns" folder.
5.Remove all files from the "SavedVariables" folder.
6.Remove AddOnSettings.txt from the "live" folder.
Please note, you do not need to delete these files. They simply need to be removed from the game folders. you can keep them safe by moving them to another folder.
If you did not delete these add-ons and wish to restore them, you can do so by moving the files back to the "AddOns" folder.
Warm Regards,
Lee
The Elder Scrolls Online Team
The Elder Scrolls Online Team message, second costumer support person:Hello,
My name is Justin, and thank you for contacting us again. Looking over your issue and the progression of this ticket, I would recommend uninstalling any addons and repairing you game files, as these may be causing your issue. I'll provide detailed instruction below on how to accomplish this.
We are unable to add the drops from the event to your account retroactively, which I understand is frustrating, but our best advice is to repair the game files as stated before and see if that helps.
To completely remove add-ons from The Elder Scrolls Online, players should perform the following steps:
PC:
Go to the "Elder Scrolls Online" folder in My Documents.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
Mac:
Open the Finder and go to Documents.
Do not go to the Applications folder. ESO files stored in the Applications folder do not affect game preferences.
Find the "Elder Scrolls Online" folder.
Open the "live" folder (NA megaserver) or "liveeu" (EU megaserver).
Remove all files from the "AddOns" folder.
Remove all files from the "SavedVariables" folder.
Remove AddOnSettings.txt from the "live" folder.
This is a known fix for your issue that has worked for other customers. After doing this I advise repairing your game files.
The Play Button reads "Play" or "Update"
Click Game Options (located under the News Section).
Click Repair and wait for the process to finish.
PC_LAUNCHER_REPAIR.PNG
The Play Button reads "Install"
Click Install and start downloading.
Once the download begins, shutdown the launcher.
Restart the launcher and click Game Options.
It should read as Updating… with Cancel underneath.
Click Cancel.
The Game Options tab should now include Repair.
Click Repair and wait for it to finish.
The Play Button reads "Pause" during download
Expand the Game Options menu.
If the tab reads Installing…, restart the launcher.
When the tab says Updating…, click Cancel.
The Game Options tab now should include Repair.
Click Repair and wait for it to finish.
The repair process will go through a loop of verify, download, and verify again until all files are repaired. The progress bar may load from 0 to 100 multiple times before finishing. This may take a while.
Once the repair is finished, restart the game and see if the issue is still occurring. Check that the issue is resolved before reinstalling or reactivating addons.
Please try these fixes out, and if your issues persist, contact us and let us know what steps you took and the results of those actions.
Thank you for contacting us, and I hope these solutions work for you.
Thank you for your continued interest and support!
Warm Regards,
Justin
The Elder Scrolls Online Team
You should try contacting customer support instead of costumer support. That would probably help.
Otherwise, do what they said with the addons and, if all else fails, just wait 3 minutes for the plunder skull timer to reset before killing the next boss.
Actually he’s more likely to get a response from eso costumer support, costumes are a top revenue stream for them. And it’s almost Halloween, exactly the right time for costume services to be prioritized!
But really, I’ve never understood how so many people manage to type Costumer Service instead of Customer. I see it multiple times a week in these forums.Battle not with monsters, lest ye become a monster, and if you gaze into the abyss, the abyss gazes also into you. ~Friedrich Nietzsche1 -
srfrogg23✭✭✭✭✭
✭✭✭Otherwise, do what they said with the addons and, if all else fails, just wait 3 minutes for the plunder skull timer to reset before killing the next boss.
Yeah, I know about that timer but this is not the purple skulls but the gold one. First login on the day in the first dungeon at the first boss and no skull... then second boss within a minute and there I found the gold skull...
I'm not sure why that is a problem. It's a little finicky but you still got it. I think the timer is also shared amongst all characters on your account. It's also a daily reset. You might have logged in before the 20 hours was completely up.
What do you expect customer support to do?0 -
vgabor✭✭✭✭✭
✭What do you expect customer support to do?
Mainly two things: 1) check if anyone else experiencing and reported this, 2) pass the information down to the appropriate persons that there's a bug somewhere. What I wasn't expecting is copying an irrelevant conserve answer.
Pretty much that's it, I wasn't asking or expected any compensations since I did get the skull at the end, and only created the ticket because it happened with the gold skull too, so probably worth investigating. Anyway, the post here wasn't about the actual issue (which is annoying when happens but nothing more), but the quality of customer support reactions.1 -
VaranisArano✭✭✭✭✭
✭✭✭✭✭Otherwise, do what they said with the addons and, if all else fails, just wait 3 minutes for the plunder skull timer to reset before killing the next boss.
Yeah, I know about that timer but this is not the purple skulls but the gold one. First login on the day in the first dungeon at the first boss and no skull... then second boss within a minute and there I found the gold skull...
I'm not sure why that is a problem. It's a little finicky but you still got it. I think the timer is also shared amongst all characters on your account. It's also a daily reset. You might have logged in before the 20 hours was completely up.
What do you expect customer support to do?
All the Dremora Plunder Skulls reset with the Dailies reset timer, as stated by ZOS in the official thread.0 -
Essavias✭✭✭Zenimax CS is indeed quite subpar, when it comes to anything remotely technical. From my experience, they'll solve purchase, etc tickets quite fast, but for anything technical or in-game related they'll bombard you with scripted reply till Kingdom come.
To compare, I can criticize Blizzard for a lot, A LOT of things, but their CS is pretty much impeccable.1
