Requesting phone based customer service options!

Nordic__Knights

Id feel sorry for whatever team they made as they'd never get any sleep and have to take all the blunt end of everything wrong with this game that wouldn't be right to do with how bad this game runs at times

Elsonso

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

You do have to be careful with how ZOS does "closed". The term "closed" does not really mean "closed" in the same sense that people usually use it. I think it means that the people who initially get the ticket, or ticket update, have "handled" it in some manner. For example, a ticket that is "closed" is one with no new information in it. While it can, it does not always mean "resolved".

In any case, I tell people to never treat "closed" as meaning "closed". It is just a word that they use and it has no significance in the real world where we live. If the online ticketing system does not allow an update, reply to the email. Never delete the emails that you get. When they get annoyed, or this is not the proper response, they will let you know.

idk

Elsonso wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

You do have to be careful with how ZOS does "closed". The term "closed" does not really mean "closed" in the same sense that people usually use it. I think it means that the people who initially get the ticket, or ticket update, have "handled" it in some manner. For example, a ticket that is "closed" is one with no new information in it. While it can, it does not always mean "resolved".

In any case, I tell people to never treat "closed" as meaning "closed". It is just a word that they use and it has no significance in the real world where we live. If the online ticketing system does not allow an update, reply to the email. Never delete the emails that you get. When they get annoyed, or this is not the proper response, they will let you know.

Look at the history of the threads they created. The other recent thread is very specific and seems to shed light on why this one was created.

Of course we cannot discuss the other thread specifically for the very same reason it was closed and I would suggest anyone respect that. Just pointing out what appears to be the motive behind this thread.

Elsonso

idk wrote: »

Elsonso wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

You do have to be careful with how ZOS does "closed". The term "closed" does not really mean "closed" in the same sense that people usually use it. I think it means that the people who initially get the ticket, or ticket update, have "handled" it in some manner. For example, a ticket that is "closed" is one with no new information in it. While it can, it does not always mean "resolved".

In any case, I tell people to never treat "closed" as meaning "closed". It is just a word that they use and it has no significance in the real world where we live. If the online ticketing system does not allow an update, reply to the email. Never delete the emails that you get. When they get annoyed, or this is not the proper response, they will let you know.

Look at the history of the threads they created. The other recent thread is very specific and seems to shed light on why this one was created.

Of course we cannot discuss the other thread specifically for the very same reason it was closed and I would suggest anyone respect that. Just pointing out what appears to be the motive behind this thread.

You should know that I pay very close attention to this stuff.

idk

Elsonso wrote: »

idk wrote: »

Elsonso wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

You do have to be careful with how ZOS does "closed". The term "closed" does not really mean "closed" in the same sense that people usually use it. I think it means that the people who initially get the ticket, or ticket update, have "handled" it in some manner. For example, a ticket that is "closed" is one with no new information in it. While it can, it does not always mean "resolved".

In any case, I tell people to never treat "closed" as meaning "closed". It is just a word that they use and it has no significance in the real world where we live. If the online ticketing system does not allow an update, reply to the email. Never delete the emails that you get. When they get annoyed, or this is not the proper response, they will let you know.

Look at the history of the threads they created. The other recent thread is very specific and seems to shed light on why this one was created.

Of course we cannot discuss the other thread specifically for the very same reason it was closed and I would suggest anyone respect that. Just pointing out what appears to be the motive behind this thread.

You should know that I pay very close attention to this stuff.

Was not suggesting you do not. It was more for everyone to see and take note.

BackStabeth

krayphysh wrote: »

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. I am a customer and my requirements are not being met. As a paying customer, I would like to have access to real customer service, the kind that makes its customers feel valued and goes above and beyond to meet their customers needs. Might you consider offering phone based customer service options?

If you have been banned because you violated the terms of service, it seems to me that you are no longer a customer.

Streega

Considering @OP history here on the forum, I think I understand why there's no "direct line" to the Customer Service. Imagine 20 guys like him calling the Support every 3 min and asking to lift his 72h ban... or "reporting" everyone who does not agree with him.

Dusk_Coven

nafensoriel wrote: »

Dusk_Coven wrote: »

nafensoriel wrote: »

It is never in the customer's best interest to initiate a chargeback without first contacting the company about a billing error.

Completely irrelevant.
It is the job of Customer Service to make sure they understand the problem and let the customer know the best way to handle the problem.
Not to turn back time and undo what has already happened.

What you are saying is like, "oh, you encountered a bug? don't trigger that bug. bye."

In your example of bad customer service, you are implying that its ok to take action before contacting support. This is just never the correct course of action.

No I'm not implying anything of the sort. That's not relevant to what I'm saying.
I'm saying that customer service should deal with the problem on hand. What's done is done.
Certainly the customer can be made aware of how they complicated things because it's relevant to the solution. But moving toward a solution is why customer service exists.
Maybe the best move for the customer service rep is, "this is too complicated for me to handle, I need to pass this on to someone with more authority" -- and ultimately that's what happened in the case I mentioned.

You seem to be focussed on trying to assign blame to the customer. Sure. Fine. But as customer service you can't get stuck there. You are there to move toward a solution.
Keeping the customer ignorant, dragging things out, trying bizarre tricks... and we see how all that turned out. Sure the customer complicated things. But bad customer service made it worse.
Even if the fairest solution is the customer doesn't get a refund or whatever, customer should at least understand what's going on. And there's no reason to delay it, drag it out 20 days, complicate it with bizarre tricks, etcetera. Customer doesn't like it? Think you're gonna lose them? Escalate the ticket to someone with more authority.
Pretty sure it's not the job of customer service to make problems even worse.

Minyassa

I wish. I remember when LOTRO had phone customer service and they were wonderful. I would occasionally call them up to praise something I thought was done well to balance out when I had to call with a problem, and they were always so nice. When you can hear someone smiling, even if it's forced for the very purpose of the customer hearing it (I did CS work, I remember those days), it leaves a far, far greater impression that you're being helped than dealing with a faceless email. No amount of textual courtesy can make up for the lack of a human voice.

Sadly, almost all companies dealing with any sort of computer-based service have gone entirely to text. I do not think that it's entirely because of cost. I think it's mostly because it is a thing that people started to do, and it was thought to be the "next step" in customer service, and then became a habit. You know how in America we go into a restaurant and they just offer straws, as if somehow when we leave our homes we suddenly become incapable of sipping from the edge of a glass? That habit was started because there used to be sediment in the bottom of some beverages. Ever seen sediment in the bottom of a glass of modern soda? Everyone uses straws now because it's a thing that people are so used to doing that now it's just "that's how we do it." And that's how trends in business go. Because customers are just as bad about *accepting* new trendy shifts as companies are about making them, there's no such thing as a mass movement to complain, so companies just keep on following the flock until there's a financial reason or some new trend to change their direction. Getting rid of your phone department is just a thing that online businesses do now, and it's going to take some sort of grand breakthrough of discovery that customers will respond better and thus spend more, or some other obvious benefit, to make companies pick it back up as a new trend.

Banana

Pass. Who likes being on hold all day and then get someone who doesn't seem to be able to speak your language

JKorr

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

Elsonso

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

PizzaCat82

While it sucks that something happened that required immediate response from ZOS, the reality of the situation is that a call center wont have time to get good information, make a decision, and complete a ticket over the phone. These things take time, and thats a good thing.

Let someone sit down, take a look at the facts of the case, and respond within one or two days. It's not going to kill ya.

Yes, it sucks that it sometimes takes weeks to process. Make a post on the support forums and you can get a response to your ticket a tad faster.

JKorr

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply? If they don't get any response in 4 days they close the ticket for good. Good on you for having the patience to wait 30 days, but it might be a little counter-productive. Relevant portion of one of my tickets:

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

Elsonso

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Sheezabeast

The OP is a delusional troll who has been making many boards, all demanding ZOS immediately reply to their post. Then they false report anyone who speaks against them. Disregard this smoldering dumpster fire. It will burn itself out.

Alienoutlaw

13 million players world wide several different time zones would have to have multiple call centres they would have to be over looked and co-ordinated so everyone gave same info/help. the cost alone would make it unrealistic let alone the chance of actually getting through to someone

Elsonso

Alienoutlaw wrote: »

13 million players world wide several different time zones would have to have multiple call centres they would have to be over looked and co-ordinated so everyone gave same info/help. the cost alone would make it unrealistic let alone the chance of actually getting through to someone

You only need one call center, but you would need three shifts and enough staff on each shift to cover the average call volume.

You are right about the cost, though. My impression is that ZOS & Bethesda are more likely to go the other direction with customer support spending.

JKorr

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Then why are you waiting for 3 weeks before attempting to continue the ticket? What the ticket says is

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

If they aren't hearing back from you in that 4 day period, the ticket no longer exists. :shrug:

Elsonso

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Then why are you waiting for 3 weeks before attempting to continue the ticket? What the ticket says is

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

If they aren't hearing back from you in that 4 day period, the ticket no longer exists. :shrug:

I replied immediately. Now, I am waiting 30 days before bugging them again to give it time to work through the queue. Apparently, frequent updates to a ticket cause the queue position to be reset. The ticket exists. It is in "waiting for agent" state. I do check on the ticket, from time to time.

Tandor

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Then why are you waiting for 3 weeks before attempting to continue the ticket? What the ticket says is

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

If they aren't hearing back from you in that 4 day period, the ticket no longer exists. :shrug:

I replied immediately. Now, I am waiting 30 days before bugging them again to give it time to work through the queue. Apparently, frequent updates to a ticket cause the queue position to be reset. The ticket exists. It is in "waiting for agent" state. I do check on the ticket, from time to time.

It's submitting multiple tickets that causes the queue position to be reset, as I understand it - i.e. people who think they should have got a reply to their first ticket then submit a second ticket, and so on, each new ticket taking them to the back of the queue. However, I'm no expert on the ticket system as in six years I've never had a reason to submit one!

Drako_Ei

You just described what custom software is.

ESO is not custom software.

Elsonso

Tandor wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Then why are you waiting for 3 weeks before attempting to continue the ticket? What the ticket says is

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

If they aren't hearing back from you in that 4 day period, the ticket no longer exists. :shrug:

I replied immediately. Now, I am waiting 30 days before bugging them again to give it time to work through the queue. Apparently, frequent updates to a ticket cause the queue position to be reset. The ticket exists. It is in "waiting for agent" state. I do check on the ticket, from time to time.

It's submitting multiple tickets that causes the queue position to be reset, as I understand it - i.e. people who think they should have got a reply to their first ticket then submit a second ticket, and so on, each new ticket taking them to the back of the queue. However, I'm no expert on the ticket system as in six years I've never had a reason to submit one!

Yeah, that is what I originally thought, as well, but then I am sure I saw a comment from ZOS here in the forum a while back that mentioned that replying to a ticket reset the queue position. Presumably, because someone as to look to see what you said, and that someone then has to decide what to do with it, again.

amapola76

krayphysh wrote: »

If one day your power was cut off, would you rather speak with a representative on the phone in regards to your issue? I imagine you would as it is direct and in real time,

God, no. I talk to people all day long, every day, as part of my job. I don't even like talking on the phone to my friends and family anymore.

Given an effective internet-based customer service process-- which some companies DO have-- I would choose that over speaking to someone over the phone every single time.

Now, the better question is, what could this company do to improve its existing customer service process, whether by web-based forms, email, or some combination of the two. But having to call in and actually talk to a live person on the phone? Thanks, I hate it.

idk

Tandor wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

Elsonso wrote: »

JKorr wrote: »

krayphysh wrote: »

RefLiberty wrote: »

NordSwordnBoard wrote: »

Why is making a person listen to your verbal feedback better than putting it in writing on the forum?

Exactly.

Also written complaint have a bigger weight than call to CC.
OP just want to release his frustrations to someone it seems.

Furthermore, call agents are usually triage agent with least approval to do anything like billing corrections or refunds or similar issues so they will open a ticket anyway and pass it to next level department.

By OP post, I have a feeling that he or she just want to yell at someone

My standard choice would always be to fill a written complaint over calling customer service, as written complaint always have more weight and cannot be dismissed easily.

Written complaints are simply ignored and the issue closed. This is not providing customer service.

Strange. Every issue I've submitted a ticket for was taken care of in no more than three days. I replied to the first tier of response, and the second tier [which was automatic when I replied to the first mail] took care of the problem. The single time I waited a couple days longer was during the gifting event, when the person who handled the gifting was totally swamped. Still got everything done correctly.

My ticket has been "waiting on agent" for three weeks, now. I promised that I would poke them after 30 days, so they have a poke coming next week. I expect, after that, it will be "waiting on agent" until I poke them again.

Did you actually *read* the reply?

Yes. Both of them.

Then why are you waiting for 3 weeks before attempting to continue the ticket? What the ticket says is

We will assume your issue has been resolved if we do not hear from you within 96 hours (4 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

If they aren't hearing back from you in that 4 day period, the ticket no longer exists. :shrug:

I replied immediately. Now, I am waiting 30 days before bugging them again to give it time to work through the queue. Apparently, frequent updates to a ticket cause the queue position to be reset. The ticket exists. It is in "waiting for agent" state. I do check on the ticket, from time to time.

It's submitting multiple tickets that causes the queue position to be reset, as I understand it - i.e. people who think they should have got a reply to their first ticket then submit a second ticket, and so on, each new ticket taking them to the back of the queue. However, I'm no expert on the ticket system as in six years I've never had a reason to submit one!

It is both from what I understand, iirc it has been said before by an official Zos person. Then again my mind is getting old.