If I respond to a ticket that's been escalated to a specialized team, will I still get a response?

DekuDekuplex

Over 10 days ago, on November 2, I submitted a ticket asking to be allowed to purchase the Lost Depths Collector's Bundle because I had just missed purchasing it due to a maintenance session. An agent then escalated my ticket to a specialized team. Two days later, I responded to the ticket with an acknowledgement of receipt of that response, since the bottom portion of the agent's response stated, "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!"

After 4 more days, since I hadn't received any response, I followed up with another response to that ticket to see if my ticket hadn't somehow fallen through the cracks, but nobody responded.

Worried that my ticket might somehow gotten in limbo, I submitted another ticket describing my situation; another agent responded that my original ticket was still open, and that the specialized team would look at it as soon as they were able to do so. This agent added that responding to my original ticket would "push it down the Queue."

What happens if I follow-up to a ticket that's been escalated to a specialized team? Does that put my ticket at the bottom of the queue so that the ticket is then treated as if it's just been submitted?

ZOS_Bill

@DekuDekuplex

After escalation you should eventually get a response from a support agent.

Do you have your support ticket number?

DekuDekuplex

ZOS_Bill wrote: »

@DekuDekuplex

After escalation you should eventually get a response from a support agent.

Do you have your support ticket number?

Yes: Ticket #221102-000379. I just received a response from a support agent, and responded to that response with a follow-up providing more information.

What is curious about the response that I received is that it is inconsistent with a previous response that I had received under very similar circumstances (to Ticket #211102-000640). On that occasion, I had just missed purchasing the "Waking Flame Collector's Bundle" DLC because I was unaware that it would be taken off sale immediately after release of the Deadlands DLC, but I was allowed to purchase the item after explaining that I had just missed the purchase.

This time, I just missed purchasing the "Lost Depths Collector's Bundle" DLC because I was unaware that it would be taken off sale immediately after a maintenance session followed by the release of the Firesong DLC, but was denied the opportunity to purchase it. Therefore, I replied that I had just missed purchasing the bundle because of the maintenance session, and am currently awaiting a response.

Generally speaking, I am very careful to avoid missing intended purchases; however, it is very difficult to avoid missing this type of purchase because there is no announcement in the Crown Store of when the Collector's Bundle will be taken off sale, and because I have only a limited budget, it is very difficult for me to purchase this type of item early without sacrificing other intended purchases. Descriptions for most other limited items clearly state how many days that they have remaining until they will be taken off sale; this is not true for DLC Collector's Bundles, however.

In particular, in this case, because the regular Firesong DLC had already been given away for free as a patronage reward, there were fewer upcoming notices of its release date, and this aspect caused avoiding missing the purchase of the previous DLC Collector's Bundle to be more difficult than usual.

If descriptions for DLC Collector's Bundles would state how many days that they have remaining until they are taken off sale similarly to how descriptions for other items do, I could avoid missing purchasing them.

Currently, I am forced to read announcements for release dates of upcoming DLCs and maintenance sessions to avoid missing purchasing Collector's Bundles for immediately preceding DLCs, and once in a while, I wind up being unaware that a Collector's Bundle for a DLC is just about to be taken off sale. Then, suddenly, POOF! It is gone, and I feel like I am going to have a heart attack in worrying about whether I'll eventually somehow be able to purchase the missing Collector's Bundle.

Kappachi

DekuDekuplex wrote: »

ZOS_Bill wrote: »

@DekuDekuplex

After escalation you should eventually get a response from a support agent.

Do you have your support ticket number?

Yes: Ticket #221102-000379. I just received a response from a support agent, and responded to that response with a follow-up providing more information.

What is curious about the response that I received is that it is inconsistent with a previous response that I had received under very similar circumstances (to Ticket #211102-000640). On that occasion, I had just missed purchasing the "Waking Flame Collector's Bundle" DLC because I was unaware that it would be taken off sale immediately after release of the Deadlands DLC, but I was allowed to purchase the item after explaining that I had just missed the purchase.

This time, I just missed purchasing the "Lost Depths Collector's Bundle" DLC because I was unaware that it would be taken off sale immediately after a maintenance session followed by the release of the Firesong DLC, but was denied the opportunity to purchase it. Therefore, I replied that I had just missed purchasing the bundle because of the maintenance session, and am currently awaiting a response.

Generally speaking, I am very careful to avoid missing intended purchases; however, it is very difficult to avoid missing this type of purchase because there is no announcement in the Crown Store of when the Collector's Bundle will be taken off sale, and because I have only a limited budget, it is very difficult for me to purchase this type of item early without sacrificing other intended purchases. Descriptions for most other limited items clearly state how many days that they have remaining until they will be taken off sale; this is not true for DLC Collector's Bundles, however.

If descriptions for DLC Collector's Bundles would state how many days that they have remaining until they are taken off sale similarly to how descriptions for other items do, I could avoid missing purchasing them.

Currently, I am forced to read announcements for release dates of upcoming DLCs and maintenance sessions to avoid missing purchasing Collector's Bundles for immediately preceding DLCs, and once in a while, I wind up being unaware that a Collector's Bundle for a DLC is just about to be taken off sale. Then, suddenly, POOF! It is gone, and I feel like I am going to have a heart attack in worrying about whether I'll eventually somehow be able to purchase the missing Collector's Bundle.

DLC collector's editions stop being available for sale immediately after the next DLC is available; it shouldn't be surprising if you've seen it happen once, or twice now. Be aware of the periods when DLCs release and time your collector's purchase to coincide with the period of those release windows.

DekuDekuplex

Kappachi wrote: »

DLC collector's editions stop being available for sale immediately after the next DLC is available; it shouldn't be surprising if you've seen it happen once, or twice now. Be aware of the periods when DLCs release and time your collector's purchase to coincide with the period of those release windows.

Yes; that's exactly what I have been trying to do, and usually, I am able to purchase the DLC Collector's Bundle in time. However, because there is no "x days left" announcement for the number of days remaining to purchase a DLC Collector's Bundle, unlike for other items in the Crown Store, every once in a while, I am unaware that a new DLC is just about to be released.

In particular, in this case, because the regular Firesong DLC had already been given away for free as a patronage reward, there were fewer upcoming notices of its release date (since the regular version of the DLC had already been given away for free), and this aspect caused avoiding missing the purchase of the previous DLC Collector's Bundle to be more difficult than usual.

ZOS_Bill

@DekuDekuplex

Thanks for the update! Support has gotten your latest reply and you should receive further follow-up soon.