Customer Support

Demonic_Wrath

My character has been stuck, falling through a dungeon in Cryodiil for the past 15hours. I have submitted multiple tickets describing my issue and have asked to chat with a live representative. Still no response. In-game I have opened a ticket and have been waiting for an agent for approx 50min. Though I love the game and the mechanics/ everything that comes with it, I have to say I'm very disappointed with customer support. Especially with the cash shop pre order and $15mo sub fee... Tbh I was happy their was going to be a sub fee because I figured if any problems came into existence they would have a staff to take care of it. Obviously not. I need a in-game moderator to help, /stuck,/reloadui,"M" way shrine,guest-->home campaign, and relog do not work.

Valkerian

Sorry if this sounds mean or condescending, but I'm copying it from another forum thread where people are complaining about customer support as it's my post there anyways:

Ok, figure there are 1 million users playing the game right now. rough estimate. And figure that most MMO's deal with a 15% player base worth of tickets in teh first 3 months of launch. Do the math and figure out it isn't that bad. And for all you whining children crying about refunds, then cancel your order. your playing a game that isn't even out yet!!! Don't want to play? Then don't. Go ahead and cancel your order or return it after. But don't expect a refund. That's like using a car for a week, deciding the speed isn't quite what you'd like and trying to return it. It's people like you all that don't quite understand what it's like to not only work on an MMO but also get it out to the public. It's not like they have thousands of employees sitting there ready to answer your ticket. Hell, I'm pretty sure they don't have thousands of employee's period! The real unreasonable ones are you all crying about a game that your getting to play early. You Dev a game like this and have it go off wthout a hitch then you can come back and maybe offer to help. Other than that, be patient. I don't know of any MMo that's ever been perfect at launch. No such thing.

Ever been to an amusement park and gotten in line for a reallllly popular ride? And ever notice how allll those other people in front of you get on the ride first? Wellllll.... there you go. Your ticket doesn't warrent any quicker response than the possible tend of thousands of others that are in line before yours. And you yap about talking to a rep in a timely manner? Lets see...you submitted one email, they gave you a response, and then you QQed here on the forums after they didn't get back to you as fast as you'd like. Well Mr. Ruler of the World, how dare they possibly spend time helping others or actually trying the fix the issues. They should sit there and respond to your email all day long. Or maybe you could try calling them? Or sending them another (polite) email about it? I'm sure this is more stressful for them having to try to sort through thousands of issues and prioritize than it is for you to sit there mad because you don't get to play your game early before it comes out. Or maybe try to look in FAQ.s or known bug fixes. Or nicely ask some others here in the community that may have had the same issue if they have found a fix for it.

Also... to add, 50 minutes isn't that long of a time considering they have thousands of other tickets probably coming in during that same time frame.

Demonic_Wrath

Yeah when it's 16+ hours... I think it's different. All I'm saying is that the representative that finally contacts you should stay with you until it's resolved. Not pass it onto the next one and then the next one...

Valkerian

Well when you have a customer support team of probably 50 or less dealing with thousands of tickets per hour, it's kind of hard to stick with you "Mr. Ruler of the World who deserves more attention than your peers having the same issues"

blackwolf1066_1b16_ESO

Valkerian are you actually trying to win an award for being rude and condescending?

So far this version is more bugged than when I started early beta and of the friends who started with me each of us have found different critical bugs. The ONLY bug I can see they've fixed so far is the UI stuck crafting/conversation one. Currently EVERY character I've created is bugged on the main storyline. Pathetic bug ridden mess and its only loyalty to the ES line thats not preventing me going raging on every game forum I know mass highlighting the bugs and warning people away from the game.

Game should never have been released in this state.

Valkerian

Not really. I'm just an ass And there are more people now than there were in beta. And can you say honestly you reported 100% every single little bug no matter how trivial it may have seemed? Even if you did, can you say that every other person who got into the beta did too? It's an MMO. No MMO has ever had a smooth launch yet it seems a big shock every time when things aren't 100%. And if your so upset, then take a break, go watch some T.V. maybe take a walk and check back later to see if things have been fixed?

Valkerian

Though if you DID want to give me an award, I'd be happy to accept.