Race Change Mistake

Eniredir

So, I've mained a Magden for almost a year noe, having also a Stamcro alt. The past week I decided to use my last complementary token (which they gave when the changes to races occurred) to change my Redguard Stamcro into an Orc.
Unfortunately, I don't know how I made this stupid mistake but I changed my Breton Magden into the said Orc. Now I'm stuck with a pretty much useless toon.

Today, I decided to send ZOS a ticket asking if they could help me out, after all it was a mistake and it doesn't seem like a big deal right?
Wrong.
I got an automated response saying there's nothing they can do. Also they listed all the things I can buy from the crown store and the prices, including even appearance change tokens. This made me feel like they just want me to spend money to change my race back.

My question is, have any of you guys been through the same or similar situations? I've played other MMOs in the past where I made mistakes of the same level and everytime I asked for help I got it. What I didn't get was a menu of what was in the store for those games.

Please note that I know I'm 100% at fault here, after all the mistake was on my part. Just thought that we players deserve a break when something of the sort happens.

Thank you and sorry for the long post.

JamieAubrey

Shame I can't give you the 2 I'm never going to use

Eniredir

JamieAubrey wrote: »

Shame I can't give you the 2 I'm never going to use

Ahah cheers for the compassion!

kargen27

Eniredir wrote: »

So, I've mained a Magden for almost a year noe, having also a Stamcro alt. The past week I decided to use my last complementary token (which they gave when the changes to races occurred) to change my Redguard Stamcro into an Orc.
Unfortunately, I don't know how I made this stupid mistake but I changed my Breton Magden into the said Orc. Now I'm stuck with a pretty much useless toon.

Today, I decided to send ZOS a ticket asking if they could help me out, after all it was a mistake and it doesn't seem like a big deal right?
Wrong.
I got an automated response saying there's nothing they can do. Also they listed all the things I can buy from the crown store and the prices, including even appearance change tokens. This made me feel like they just want me to spend money to change my race back.

My question is, have any of you guys been through the same or similar situations? I've played other MMOs in the past where I made mistakes of the same level and everytime I asked for help I got it. What I didn't get was a menu of what was in the store for those games.

Please note that I know I'm 100% at fault here, after all the mistake was on my part. Just thought that we players deserve a break when something of the sort happens.

Thank you and sorry for the long post.

You should always consider the automated response as just another step in the process and give it another go. Sometimes they surprise you when you get a real person.

b95fister

Farm 300k gold and buy a remake change from a crown seller?

Taleof2Cities

b95fister wrote: »

Farm 300k gold and buy a remake change from a crown seller?

Ooh, that’s a good idea.

That way the OP is not out-of-pocket on a race change token.

Eniredir

kargen27 wrote: »

Eniredir wrote: »

So, I've mained a Magden for almost a year noe, having also a Stamcro alt. The past week I decided to use my last complementary token (which they gave when the changes to races occurred) to change my Redguard Stamcro into an Orc.
Unfortunately, I don't know how I made this stupid mistake but I changed my Breton Magden into the said Orc. Now I'm stuck with a pretty much useless toon.

Today, I decided to send ZOS a ticket asking if they could help me out, after all it was a mistake and it doesn't seem like a big deal right?
Wrong.
I got an automated response saying there's nothing they can do. Also they listed all the things I can buy from the crown store and the prices, including even appearance change tokens. This made me feel like they just want me to spend money to change my race back.

My question is, have any of you guys been through the same or similar situations? I've played other MMOs in the past where I made mistakes of the same level and everytime I asked for help I got it. What I didn't get was a menu of what was in the store for those games.

Please note that I know I'm 100% at fault here, after all the mistake was on my part. Just thought that we players deserve a break when something of the sort happens.

Thank you and sorry for the long post.

You should always consider the automated response as just another step in the process and give it another go. Sometimes they surprise you when you get a real person.

Good idea, I'll reply and see how it goes

Raisin

I would definitely consider responding to the automatic response -- it's just a bot. You have nothing to lose, IMO. I'd say the likeliest compromise would be that they change back your magden but you're still out of the original token. Not saying you don't deserve better, but I feel like that's fair.
The issue is that they probably can't actually restore the character. They can only grant you a token... And they might fear that you're trying to scan them, the first change was intended, and you're just gonna go on to change the stamcro now. I don't know, I the end the token is a digital good that technically costs ZOS nothing (aside from potential revenue). If I was ZOS I would consider that a very upset customer might just say *** it and just accept things as they are now, refusing to shell out for two whole tokens... While a slightly placated customer might feel more inclined to buy the single token still needed as they would now consider it part of an overall positive/relieving experience.

Eniredir

Raisin wrote: »

I would definitely consider responding to the automatic response -- it's just a bot. You have nothing to lose, IMO. I'd say the likeliest compromise would be that they change back your magden but you're still out of the original token. Not saying you don't deserve better, but I feel like that's fair.
The issue is that they probably can't actually restore the character. They can only grant you a token... And they might fear that you're trying to scan them, the first change was intended, and you're just gonna go on to change the stamcro now. I don't know, I the end the token is a digital good that technically costs ZOS nothing (aside from potential revenue). If I was ZOS I would consider that a very upset customer might just say *** it and just accept things as they are now, refusing to shell out for two whole tokens... While a slightly placated customer might feel more inclined to buy the single token still needed as they would now consider it part of an overall positive/relieving experience.

Interesting, I didn't think about the scamming part of things. That makes sense though.
Be it as it may I'm not in the financial position to buy a token at the.moment, so if nothing comes of it I might just level another magden I guess haha

Raisin

Eniredir wrote: »

Raisin wrote: »

I would definitely consider responding to the automatic response -- it's just a bot. You have nothing to lose, IMO. I'd say the likeliest compromise would be that they change back your magden but you're still out of the original token. Not saying you don't deserve better, but I feel like that's fair.
The issue is that they probably can't actually restore the character. They can only grant you a token... And they might fear that you're trying to scan them, the first change was intended, and you're just gonna go on to change the stamcro now. I don't know, I the end the token is a digital good that technically costs ZOS nothing (aside from potential revenue). If I was ZOS I would consider that a very upset customer might just say *** it and just accept things as they are now, refusing to shell out for two whole tokens... While a slightly placated customer might feel more inclined to buy the single token still needed as they would now consider it part of an overall positive/relieving experience.

Interesting, I didn't think about the scamming part of things. That makes sense though.
Be it as it may I'm not in the financial position to buy a token at the.moment, so if nothing comes of it I might just level another magden I guess haha

Shhh... ZOS doesn't have to know that. But I think the people recommending you buy one with gold are actually spot-on. Then again, levelling another character to 50 also isn't that big of a pain.

Eniredir

Raisin wrote: »

Eniredir wrote: »

Raisin wrote: »

I would definitely consider responding to the automatic response -- it's just a bot. You have nothing to lose, IMO. I'd say the likeliest compromise would be that they change back your magden but you're still out of the original token. Not saying you don't deserve better, but I feel like that's fair.
The issue is that they probably can't actually restore the character. They can only grant you a token... And they might fear that you're trying to scan them, the first change was intended, and you're just gonna go on to change the stamcro now. I don't know, I the end the token is a digital good that technically costs ZOS nothing (aside from potential revenue). If I was ZOS I would consider that a very upset customer might just say *** it and just accept things as they are now, refusing to shell out for two whole tokens... While a slightly placated customer might feel more inclined to buy the single token still needed as they would now consider it part of an overall positive/relieving experience.

Interesting, I didn't think about the scamming part of things. That makes sense though.
Be it as it may I'm not in the financial position to buy a token at the.moment, so if nothing comes of it I might just level another magden I guess haha

Shhh... ZOS doesn't have to know that. But I think the people recommending you buy one with gold are actually spot-on. Then again, levelling another character to 50 also isn't that big of a pain.

Hahaha let's keep it down low! That might actually be a good idea, but to be honest I.might just level another toon eheh

chuck-18_ESO

I second that you should respond to the automated message, or perhaps put another ticket in via the website if you haven't done so already!

I'm honestly flabbergasted at the response you got. I've not been in the exact same situation, but I've been in similar, and the support team has been nothing but accommodating and helpful.

If I were you, I'd definitely file another ticket, explain the situation thoroughly, and try your luck again.

I hope you get this fixed!

Raisin

chuck-18_ESO wrote: »

I second that you should respond to the automated message, or perhaps put another ticket in via the website if you haven't done so already!

I'm honestly flabbergasted at the response you got. I've not been in the exact same situation, but I've been in similar, and the support team has been nothing but accommodating and helpful.

If I were you, I'd definitely file another ticket, explain the situation thoroughly, and try your luck again.

I hope you get this fixed!

I do wanna correct this by saying that creating a new ticket will not help your case. You will just get the same bot response again as the process is always the same. At best, no one will care, at worst it'll make them less sympathetic to your case.

starkerealm

Raisin wrote: »

chuck-18_ESO wrote: »

I second that you should respond to the automated message, or perhaps put another ticket in via the website if you haven't done so already!

I'm honestly flabbergasted at the response you got. I've not been in the exact same situation, but I've been in similar, and the support team has been nothing but accommodating and helpful.

If I were you, I'd definitely file another ticket, explain the situation thoroughly, and try your luck again.

I hope you get this fixed!

I do wanna correct this by saying that creating a new ticket will not help your case. You will just get the same bot response again as the process is always the same. At best, no one will care, at worst it'll make them less sympathetic to your case.

Yeah, can confirm. Figure they process around 3k tickets per day, so a lot of stuff gets bot responses. You need to respond to the bot, and that will get a live person to look at your ticket.

JamieAubrey

Taleof2Cities wrote: »

b95fister wrote: »

Farm 300k gold and buy a remake change from a crown seller?

Ooh, that’s a good idea.

That way the OP is not out-of-pocket on a race change token.

@Eniredir Server/Platform you on, I could cut you a deal on a race change token

Vapirko

I think that if you purchased the token they will do something about it, but the free tokens they won’t. This has been my experience. I’ve screwed up with tokens that I purchased in the past and has them revert the change. But when I asked about a free name token that I accidentally used (without actually changing the name) they said no.

Eniredir

JamieAubrey wrote: »

Taleof2Cities wrote: »

b95fister wrote: »

Farm 300k gold and buy a remake change from a crown seller?

Ooh, that’s a good idea.

That way the OP is not out-of-pocket on a race change token.

@Eniredir Server/Platform you on, I could cut you a deal on a race change token

Thank you Jamie! I'm on Xbox Eu

FearlessOne_2014

b95fister wrote: »

Farm 300k gold and buy a remake change from a crown seller?

It's more like 750,000 gold to pay a crown seller to sell you a Race Change token.

Eniredir

Quick update on the situation: I replied and someone took a look at the ticket. As some of you suspected they can't do anything about it. Apparently the only way they could possibly do something would be through the refundal of crowns, but since this was a free token, nothing can be done.
Can't say I really understand why this is their only method of resolving the issue but oh well, I tried, eheh. Thanks again everyone for the very helpful insight and ideas and have a great weekend.

starkerealm

Vapirko wrote: »

I think that if you purchased the token they will do something about it, but the free tokens they won’t. This has been my experience. I’ve screwed up with tokens that I purchased in the past and has them revert the change. But when I asked about a free name token that I accidentally used (without actually changing the name) they said no.

They may be willing to revert the change, even if they're not willing to comp the token back. So it is worth asking.

Ysbriel

We should have like an hour long test drive of each race after using the token.

Eniredir

Just gonna leave our conversation here to provide some context:

"Greetings!

Thank you for contacting The Elder Scrolls Online Team, my name is Justin and I will be looking at your ticket today.

Looking into you ticket further, changing the race of a character on our end is not possible due to tool limitations, however if you can provide us with a proof of purchase on the toke, such as amount of crowns/currency spent and when it was bought we can continue our investigation further.

Unfortunately, if this was one of the race change tokens from the Wrathstone update, or an otherwise gited race change token, we can not refund the crowns for you to be able to purchase another., as no crowns were spent to purchase the initial one.

Thank you for your continued patience and civility, we hope to hear from you soon.

Warm Regards,
Justin
The Elder Scrolls Online Team"

My response:
"
Hello Justin,
Thank you for taking the time to read my messages. Once again I sincerely apologize for the tantrum.
Despite having no idea what those tool limitations are, and not knowing the technical difficulties involved in reverting a change such as the one I did on my character, I ask you and the team to maybe work on a solution for this for players in the future, since this is a common and normally easily resolved issue in other games I've seen, and often makes or breaks the level of satisfaction your player has with your product.

With nothing further to add, I wish you a great weekend."