How long can someone expect to wait for support to answer tickets?

VastoPenguin

Im going to start off with saying I understand the staff are working from home which can make things difficult.

I've had 2 tickets open for about a week now, they've both reached the point where it says "waiting for agent" and at 4 days on one, and 5 on another since I've heard from anyone. Both tickets it seems the opening message was ignored and I was just thrown some information at me or the information they've requested from me is irrelevant to the ticket that was logged. I get it, we're in a pandemic, everything is all up the *** and chaotic, but when a support staff member ignores the ticket message and changes its category to something that wasn't even needed or wanted, or another support staff member ignores the message also, and throws the information at me that ive already stated ive read and tried those fixes for, I begin to wonder what is even going on and how long tickets are going to go unanswered for.

ive missed out on purchasing the crowns that were on sale due to support not answering these tickets, my messages have basically been ignored and no ones given me answers or just done what was requested in the ticket. The time it took for them to change the category and ask for irrelevant information, that ticket could have been resolved just from reading the message.

so... how long does someone have to wait to get answers or even have their messages acknowledged.

Taleof2Cities

The first reply is always a canned response, @VastoPenguin ... so you need to follow up on that.

After that, just be persistent but polite.

The Support Team has acknowledged additional wait times due to the global environment. As you said, that's to be expected.

You can start a thread in the General Help forums. There's usually a forums mod that stops by once per day. Be sure to post your ticket number if you decide to go that route.

Xirks

Might as well resolve the issue yourself.. ZOS is too busy making crown items.

VastoPenguin

I cant resolve it myself. I have to have them deal with it. for some reason that's unknown to us, we cant change our country codes ourselves. instead we have to wait nearly a week for someone to come along, and even then they couldn't even get it right.

Nerouyn

VastoPenguin wrote: »

so... how long does someone have to wait to get answers or even have their messages acknowledged.

Your experience is fairly normal.

But I wouldn't worry about having missed out on the sale.

They want your money. Never doubt that. And you contacted them during it. They should offer to sell you crowns at that sale price.

VastoPenguin wrote: »

for some reason that's unknown to us, we cant change our country codes ourselves.

ESO's subscription cost is regional, i.e not $15 US for the whole world.

I can't bothered doing a conversion but I recall someone mentioning recently that the US equivalent cost for south american players wanting to buy the murkmire house - 15000 crowns - was about $30-$40.

If players could freely change their country codes then everyone would "move" to South America every time they renewed their subscription or bought crowns.

VastoPenguin

@Nerouyn im not being offered the discount even though its due to support staff taking a week to respond

ZOS_Bill

@VastoPenguin

Your recent reply was received on ticket 200401-008704 so support will be in contact again soon.

yRaven

I'm already waiting for almost 7 days, it's almost like they're ignoring

WrathOfInnos

My last one took 7 days. I think they’re just overloaded right now.

Nerouyn

VastoPenguin wrote: »

@Nerouyn im not being offered the discount even though its due to support staff taking a week to respond

Their inane replies can be very tiresome. I've had my own bad experiences with them. But always get the right result. Eventually.

Possibly English isn't the first language of these CS staff.

Or they aren't even people. These responses you're getting could be craptastic automated ones generated based on keywords in your ticket and responses.

Either way I would take the admin response here as a good sign.