A fun trip with Customer Support (Update: Resolved)

starkerealm

So, I gifted tickets during the New Life Festival, and never received the Frost Attronach crates.

I contacted customer support about this and got this lovely response.

Hi there Traveler,

Thanks for contacting the Elder Scrolls Online Team. [snip] here!

The gifting event Ended 1/2/2020, at 10AM. Due to the time the gifts were sent, you are not eligible for the Crown Crate reward.

I understand this may not be the resolution you were hoping for. I wish there was more we could do for you, and we greatly appreciate your understanding on the matter.

Keep in mind, the promotion ended at the same time that the tickets were removed from the store. So it wasn't possible to miss the promotion and still gift tickets.

After pointing this out, I received this message:

Greetings!

Thank you for contacting The Elder Scrolls Online Team. My name is [snip], and I'm here to discuss this matter with you.

It appears there was some confusion, we apologize. As it turns out, we actually have not received an update in regards to Crown Crate delivery, other than it has been left to an estimate by end of January. We understand it is currently the end of this month, but we can only suggest to keep an eye on the news for updates. For the page that mentions this, visit this link. https://www.elderscrollsonline.com/en-us/news/post/57391

If you do not receive your crates by then, please feel free to contact us again, and we can check in on your eligibility.

Thank you for your continued interest and support!

Warm Regards,
[snip]
The Elder Scrolls Online Team

On February 1st.

Let me repeat, I was told to wait for the end of January, of the first of February.

I mean, the ticket number is 200201-000062, that's a February ticket ID. But, "wait for the end of January."

Today, I get this:

Greetings!

Thank you for your response. Unfortunately Customer Support is unable to grant Crown Crates. The rewards for this event have already been distributed and we do not have the ability to assist you further with this matter. We do apologize for this inconvenience.

Warm Regards,
[snip]
The Elder Scrolls Online Team

Okay. Great. Screw me, right?

Well, not quite. I have two accounts, so, no surprise to anyone. This was from one of them, the other account, I was reimbursed the 1250 Crowns.

What the hell is going on over there?

Update: Someone in Customer Support cleaned this up.

[Edit for naming.]

Elsonso

Customer support response generator:

Kittytravel

You should probably post the other accounts ticket information so you can show one account was granted a 1250 refund and your other wasn't; just my opinion.
All in all pretty crap service for something that was clearly easy to prove you deserved it.

marten_philip

Could it be possible that you indeed were too late?
The event time might not be on par with your time-zone.

virtus753

Unfortunately this is not at all surprising to hear.

The best I can suggest is to keep replying until you happen to get someone who 1) knows the current date, 2) understands both the promotion and the problem, and 3) is able to escalate the matter to someone who is actually capable of helping.

Best of luck hitting that trifecta.

Hopefully posting your ticket number here helps so a community manager can try to do something to facilitate a resolution (you know, other than “Support can’t provide any support in this matter”).

D0PAMINE

@starkerealm Same thing happened to a friend of mine. She has been sending screenshots too and they're giving her the run around.

virtus753

marten_philip wrote: »

Could it be possible that you indeed were too late?
The event time might not be on par with your time-zone.

But the offer was coterminal with the event. It wasn’t possible to gift tickets after the event ended.

“Starting right now and running throughout the entirety of the New Life Festival (ending on January 2 at 10:00AM EST), if you gift Event Tickets from the in-game Crown Store, you will receive four free Frost Atronach Crown Crates in the new year!”

starkerealm

marten_philip wrote: »

Could it be possible that you indeed were too late?
The event time might not be on par with your time-zone.

This is almost certainly what happened, except it's also not possible.

The event, and the promotion, ended at 10am Eastern, January 2nd. I was gifting tickets around 30m before the deadline. So, the script that was written to check the promotion probably ran before the event (and the stated deadline for the promotion.)

I'm copying from one of my responses to the ticket, but these are the news articles:

https://www.elderscrollsonline.com/en-us/news/post/57393
https://www.elderscrollsonline.com/en-us/news/post/57391

Also remember, you can't buy tickets at all, if there isn't an event going on. So, the instant New Life ended, the tickets were gone from the store.

starkerealm

virtus753 wrote: »

Unfortunately this is not at all surprising to hear.

It's not surprising. I've seen some really goofy things coming out of Customer Support. Including in one case when I was told, "our tools don't let us do the thing we just did." But, telling someone to wait for the end of January in February really cracks me up. That's a new level of, "I was reading from the script."

CASP3R421

have you tried unplugging it and plugging it back in?

starkerealm

CASP3R421 wrote: »

have you tried unplugging it and plugging it back in?

Instructions unclear: The badgers have escaped containment, and started devouring the unwary.