Anyone else getting totally ignored by support?

Trikie_Dik

Re-posting this to see if anyone has any suggestions.... Support decided to delete my original post because i used names in it - rather then just filter out the names - so i had to re-post it to get the conversation going. Sorry for the 20 or so people who made posts on the original, they are all lost.

TL/DR - Anyone else getting ignored by support? I opened a ticket back in November 2019, and as of today have not gotten so much as a 'were aware of the issues, but really busy and will need X months to respond back".

I had a player issue back in Nov 2019, and opened up a support ticket to try and get some assistance from support. The ticket was placed, included screenshots, deatiled information, chat logs, and all the necessary info to investigate and find the details on their logs to verify everything. I gave them some time and updated the ticket with details after opening advising i needed help, but then have not nothing back from them what so ever.

I have made polite updates every other week asking for a simple update - but every time it just falls on def ears and no one ever responds. I got so sick of it that i opened another ticket, this time saying it was stopping me from buying more crowns since it is.... until this is resolved im not spending any more money. Well in that case, they responded back within MINUTES, setup a support rep to text my phone number, and had me on a live chat within a hour. That support rep said since the original ticket was open, they would escalate this over to that team and cancel it out for duplicate.... that was in December and still no update.

Guess im just wondering if anyone else has opened tickets that took more then 3 months before they even got a simple acknowledgment... of if it seems like for some reason someone decided they were just not going to deal with my problem and is just letting it sit in their queue unprocessed forever.

I could upload the screenshots, but according to the support rep that deleted my last posts - showing the proof that they are ignoring me falls under name and shame violations and they will just delete it again..... weird right?

Raisin

@Trikie_Dik Were there names of the CS representative in the screenshots? I don't remember, but that's the only thing I can think of that should make them delete the thread (and even then I feel like I've seen people do it a lot before). Seems a shame since I recall your screenshots being rather important for the timeline, etc.

idk

Support does not delete posts. Forum moderators do.

From the third paragraph it seems you submitted a ticket reporting a player or complaining about a player. If this is the case Zos will not tell you anything they do concerning the player. The best response a player will get is they are reviewing the information and that they will not comment on what they do about it. In such cases I would not expect they would follow up on further replies.

@ZOS_BillE can look into this to see if it is a ticket they can comment on or help get it moving if it is about something else.

Nerouyn

I have had some not fantastic experiences with ZO CS but the OP's account is super vague and suspicious.

My recent experiences with ZO CS have been much better than they were a few years ago. They've improved a lot.

ZO are many things but I have seen no indication of them being fascist forum moderators.

Doesn't matter how critical you are of them they'll let you say it here in the forums with complete freedom. And while they don't personally respond to every criticism, it's not uncommon for them to comment on "Yes we've heard player feedback about X and we're doing something about that" in streams or interviews. And then actually follow through.

If you do have a genuine problem and can't get anywhere with ZO's CS, you can make a formal complaint to your local consumer advocacy agency. Alternatively consumer help groups like Better Business Bureau can help to mediate disputes. I can vouch for them being effective.

rpa

If it is about other players, ZoS will not discuss what, if anything, they do about them.

If you have a problem of your own - like you lost something or something wrong in your chars or your account - reply to first bot response in time and politely re-explain your problem and re-incude all info. If the support response does not satisfy you, reply in time with any clarifications you have but be polite and do not impatiently spam them.

My limited experience with ESO support has been good, better than customer supports in general.

Uvi_AUT

They are not the best, but also not the worst.
You wanna see awful Customer Service, try the Guild Wars2-Support.....