Purchase Refund Issues

druidicwyrm

I put in a case (Ticket #191230-004360) on the 30th about an issue with my purchase of the "upgrade" for Elsweyr and some issues I had with their marketing of the product.

It was slow moving and had me passed between service reps, but they agreed to do something to help with the refund on Jan 5th. Since then they have not responded at all. I sent a message on the 7th just to keep the ticket open and still no response.

Is there any number I can call or other way to reach Bethesda? And has anyone else experienced something similar? This entire process has been like pulling teeth and is honestly worse quality customer service than Comcast.

Alienoutlaw

there is no number for Customer Service, the only thing you can do is stay in touch with whom ever you are talking to via mail, Do Not issue a charge-back if you get frustrated this will get your account Banned (just in case you thinking about it not saying you are) be patient i'm sure they will resolve it, its only been 4days so hang in there

druidicwyrm

Alienoutlaw wrote: »

there is no number for Customer Service, the only thing you can do is stay in touch with whom ever you are talking to via mail, Do Not issue a charge-back if you get frustrated this will get your account Banned (just in case you thinking about it not saying you are) be patient i'm sure they will resolve it, its only been 4days so hang in there

I guess my issue is that 4 days is a long time for a company as large as Bethesda to solve a common business problem, especially since they were providing feedback within 24 hours before they said they would pay out. Then it was just crickets....

Alienoutlaw

i hear what your saying but you just hit the nail on the head, its a very large company and 191230-004360 there were this many ppl in front of you just on that day alone (which is why you never should raise more than one ticket) i know its frustrating but patients and civility will pay off

Alienoutlaw

@ZOS_BillE anything you can do to help?

Aelorin

There is loooooong wait time on responses since december. I put in a ticket about 14 december and still no answer.

Do not make more tickets or reply anymore, because it puts you back at the bottom of the cue.

Goregrinder

Yeah there's usually thousands of other humans besides you that are also trying to get help from ZOS. I guess...you should be rushed to the front of the line?..

druidicwyrm

Goregrinder wrote: »

Yeah there's usually thousands of other humans besides you that are also trying to get help from ZOS. I guess...you should be rushed to the front of the line?..

I don't want to be rushed to the front of the line. I'm perfectly fine waiting a reasonable amount of time. I work in eCommerce (as a software engineer) and a customer service request of 5 days is unacceptable. The industry standard max is 48 hours. Bethesda's net worth is $2.5 billion. They can afford enough reps to handle 4500 requests a day easily. My current company handles more and our net worth is under $1 billion.

I'm not worried about how long I am waiting because I have to wait. I am concerned that a company of this size cares so little about their customer service experience.

druidicwyrm

Alienoutlaw wrote: »

@ZOS_BillE anything you can do to help?

Thank you for trying to help btw. I don't know if they just finally got to me or if he was able to help, but they responded today.

Anotherone773

druidicwyrm wrote: »

Goregrinder wrote: »

Yeah there's usually thousands of other humans besides you that are also trying to get help from ZOS. I guess...you should be rushed to the front of the line?..

I don't want to be rushed to the front of the line. I'm perfectly fine waiting a reasonable amount of time. I work in eCommerce (as a software engineer) and a customer service request of 5 days is unacceptable. The industry standard max is 48 hours. Bethesda's net worth is $2.5 billion. They can afford enough reps to handle 4500 requests a day easily. My current company handles more and our net worth is under $1 billion.

I'm not worried about how long I am waiting because I have to wait. I am concerned that a company of this size cares so little about their customer service experience.

It might be in other areas of software, but its actually pretty normal for game companies. Games tend to have far more customer service tickets because of their nature than standard software. Because of the holidays you can expect a week or two on tickets

druidicwyrm

Anotherone773 wrote: »

druidicwyrm wrote: »

Goregrinder wrote: »

Yeah there's usually thousands of other humans besides you that are also trying to get help from ZOS. I guess...you should be rushed to the front of the line?..

I don't want to be rushed to the front of the line. I'm perfectly fine waiting a reasonable amount of time. I work in eCommerce (as a software engineer) and a customer service request of 5 days is unacceptable. The industry standard max is 48 hours. Bethesda's net worth is $2.5 billion. They can afford enough reps to handle 4500 requests a day easily. My current company handles more and our net worth is under $1 billion.

I'm not worried about how long I am waiting because I have to wait. I am concerned that a company of this size cares so little about their customer service experience.

It might be in other areas of software, but its actually pretty normal for game companies. Games tend to have far more customer service tickets because of their nature than standard software. Because of the holidays you can expect a week or two on tickets

I haven't had this problem with any other game company, although admittedly I've only dealt with a few. And again, that still doesn't explain why they suddenly went silent for 5 days after being relatively responsive during the holidays.