Response to PC-EU issues

daemonios

Cool idea to post the feedback email! Here's mine:

Further to your email confirming the cancellation of my subscription to ESO, this is to say that the reason for said cancellation is the untenable situation with the PC-EU server.

I have played ESO since the public beta stage and have been a subscriber for the entire time I have played. I had already left the game once before, but decided to return a little over a year ago. Since then, there have been ongoing issues with PC-EU server stability and connectivity. Despite repeated promises by ZOS that these issues were being addressed, I find that they are, if anything, more frequent now than ever before.

I started playing ESO on the premise - grounded on express commitments made by ZOS prior to launch - that it was a subscription-only game, and that my subscription would contribute to its continued development and upkeep. I was sad to see ZOS renege on its promise not to make this a microtransactions-based game, but continued to support it by subscribing (I have never purchased crowns, and have only ever used the ones included with my subscription to purchase DLC for myself and others). I now feel vindicated in my distrust of the chosen model, as it has clearly contributed to the company overlooking serious problems that would have become untenable long ago had ZOS relied on keeping players interested in subscribing.

Depending on the actions taken in the future to address the issues with the PC-EU server, I may reinstate my subscription, or abandon the game entirely.

Best regards,

RefLiberty

Just attach a picture.

pdblake

Watchdog wrote: »

Daviiid_ESO wrote: »

When you cancel you get an email with an adress and they ask you to mail that adress with the reason why you canceled. Make sure to send them a mail with your reason. Everyone should.

I did not receive any such e-mail when I cancelled as the PC EU server was frying during the Witches Festival event.

Me neither. Maybe their email server is up the spout too.

FierceSam

Turelus wrote: »

daemonios wrote: »

I also received the subscription cancellation confirmation email with the email address to provide feedback, as Turelus stated above.

It would have been better if they had provided a short inquiry during the process, even if replying wasn't mandatory. I doubt many people bother to read all of the official confirmation email, let alone take the time to send feedback to a different email address.

It was raised with them in the past about how there is no automated form/fill box when you cancel to give feedback.

As often people come to the forums to state why but that's against forums policy, so people felt there was no way to give any feedback as to why they were leaving.

Maybe this email address being added was their solution to that, but seeing as it's not a linked/highlighted address in the email (at least for me using Outlook website) it gets missed by a lot of people.

It would be much better if they could add a field on the screen where you cancel/confirm cancel to give information why you're doing so. I mean they offer you a chance to sign up to the news letter as you're leaving...

It’s really poor on so many levels, but mostly it highlights what a b-list company ZOS are.

A good company hates it when paying customers leave and really wants to know what the reasons were and what customer’s thoughts were when making that choice. They will actively ask you why you left. A good company puts time and attention into trying to understand the reasons, because if they don’t they can’t decide how to adapt to prevent such people leaving in the future.

An average company might pay lip service to the process but decide it’s too expensive to adapt. They feel that customer churn is inevitable and it’s better to pay marketing to acquire new customers than it is to pay their staff to fix the issues and retain existing ones.

A b-list company just doesn’t care.

gatekeeper13

I never had a subscription but bought every DLC except Wolfhunter, Elsweyr and Dragonhold. I was planning to buy Elsweyr and Dragonhold this month but aint giving them a penny more. Why should I? Game has constant problems that are never being solved, only given temporary solutions to extend game's problematic state which look like aspirin prescriptions to a cancer patient.

I get the impression that ZOS has abandoned ESO. Its like the game is in a dead-alive state, sporadically revived by generic DLCs so that it can keep making profit from subscriptions and crown sales. No vision for it any more, no will or passion to improve it, total indifference in fixing its issues.

Turelus

RefLiberty wrote: »

Just attach a picture.

This is what happens when you decide your MMO development companies based on women living in lakes handing out swords.

pdblake

halucin0g3n wrote: »

Someone need to fire these forums guys that keeps lying to us that they fixed the problems. Only few days back a Zos liar promised that they fixed the login issues on EU server, that they "worked" on a "patch". OUT! Lying is worse than incompetency.

I know I like to complain when things go wrong, but it really isn't the forum mods' or community managers' fault. They are just passing on what they are told.

The management and whoever maintains their servers, their devs etc, the people who actually work on the performance of the game. It's their fault.

daemonios

Turelus wrote: »

RefLiberty wrote: »

Just attach a picture.

This is what happens when you decide your MMO development companies based on women living in lakes handing out swords.

Agreed. Strange women lying in ponds distributing swords is no basis for a system of game maintenance and development. You're not getting my money just because some watery tart threw a sword at you.

Cirantille

I guess some people forget that NA =/= USA
There is a whole other continent below, if I was from SA I would still pick NA for the timezone

Also EU does not stand for European Union but "Europe"
Which includes more countries than the blue flagged ones.

Cant say anything about Aussies and Asians but we sure can not kick them for wanting to play!

Teaching geography eh...

Long story short, even if I am an antarctic penguin who wants to play from Madagascar I should be able to.

This is 2019, with technology and rights.

Firstmep

They extended the witches festival into the F2P event? XDXDXDXDXDXDXDXD
HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA
Im sorry, but even a 5 year old could see the servers shitting themselves from a mile away XD

halucin0g3n

pdblake wrote: »

I know I like to complain when things go wrong, but it really isn't the forum mods' or community managers' fault. They are just passing on what they are told.

The management and whoever maintains their servers, their devs etc, the people who actually work on the performance of the game. It's their fault.

Like as said. Dishonesty is much worse than incompetency. If these forum liars would say the truth: "Our devs and server admins didn't go to high school and they have no idea what they're doing but they're trying..." I'd treat them like you treat Forest Gump, you can't get mad at Forest Gump, but then they come up with this claims that it's fixed, they're on it, they're investigating, just to grab some more sub money... It's disgraceful. Fire all these forums guys and backend teams as well.

ZOS_JesC

Greetings, we've closed this thread as there are several other threads currently open on this topic. Please feel free to continue the conversation here.