Zos customer support

Sergykid

so? why am i not taken seriously?

since my ticket 230920-000994 got "permanently closed" without answer and then not being solved, i had to make another,
231011-001842 this one only to be closed again right away even after reply, again without solving the issue. And yes the same problem kept occurring again.
same with 231010-004885, issue repeated and made a ticket only to be closed instantly without answer and without being solved.

so what am i supposed to do? has anyone had this kind of problem with them? did you find a solution? isnt there some sort of authority over them where i can ask why am i being treated like this?

Braffin

Sergykid wrote: »

so? why am i not taken seriously?

since my ticket 230920-000994 got "permanently closed" without answer and then not being solved, i had to make another,
231011-001842 this one only to be closed again right away even after reply, again without solving the issue. And yes the same problem kept occurring again.
same with 231010-004885, issue repeated and made a ticket only to be closed instantly without answer and without being solved.

so what am i supposed to do? has anyone had this kind of problem with them? did you find a solution? isnt there some sort of authority over them where i can ask why am i being treated like this?

No, never had a problem like you describe it with support. I don't think you can do much about it, as you already tried intervening here in forums and got noticed by mods. There isn't another way of interaction besides this two ways afaik.

Can't say more without knowing what sort of help you need from support tho.

Sergykid

Braffin wrote: »

Can't say more without knowing what sort of help you need from support tho.

the sort of help i need from support is to solve the same problem that keeps repeating ingame, despite replying to reports or making new once they permanently close my tickets. Or at least tell me why this cant be done.

even now they closed a ticket even though the problem repeated today. No answer, permanently closed. Issue not solved.
Now what?

code65536

I think by this point everyone in this thread is dying to know what is this problem that you're trying to get support to fix.

JanTanhide

Just what are you trying to fix??

Sergykid

code65536 wrote: »

I think by this point everyone in this thread is dying to know what is this problem that you're trying to get support to fix.

JanTanhide wrote: »

Just what are you trying to fix??

as said previously in this thread im pretty sure i cant talk about it, but the mods and admins see the tickets and know. However support keeps silent about it in the tickets. Theyre just closed and thats it.

I properly followed their instructions in the stock reply, videos clearly show the problem, so why? it's not like these problems began now either, as wrote in the first post it's going on for months at least.

even now i had to make yet another ticket because the problem occurred again. Could a mod or admin with access to the 231010-004885 ticket tell me why was it closed? the issue is not solved as seen in the new ticket 231012-012030.

Sergykid

im still waiting for some clarifications .. recently after the issue repeated again my ticket 231011-001842 got permanently closed after i replied to it. No answer, not solved. Since support ignores me intentionally, not even knowing if it's allowed to, could i get from somewhere else an answer?

Jazraena

For the record, I'm literally suffering from the exact same behaviour recently, with support outright telling me that they would never actually silently close a ticket, to then silently close it after I provided them with a screenshot of it happening before.

I've personally given up, but you're not the only one this is happening to. It's systemic.

Freilauftomate

A few days ago someone posted a link that showed ZOS only having 126 employees. That would explain a lot.

Elsonso

Freilauftomate wrote: »

A few days ago someone posted a link that showed ZOS only having 126 employees. That would explain a lot.

Not sure how accurate such a report is, but I thought they moved ESO support over to Bethesda Softworks (publisher).

Sergykid

hey ZOS just in case it matters, this is still going on. I was just waiting, but the problems mentioned earlier in reports keep occurring, happened again now. Newest tickets are 231105-003989 and 231105-004881.

i dont know their status and i dont even need them to tell me, but im skeptical that theyre solved since past 20 reports for same issue also got closed. Now will i have to make new ones next time? or are they actually solved now.

i do consider since long time that im flagged as irritating or ignorable, but it's not like i want to do this. Why would i want to spend hours of going through tickets every few days.
Dont consider me hostile or anything, i appreciate the game and the team, wouldnt have had 12k hours and 56k achiev points if i didnt. I just want those tickets solved and it's not my fault the support team doesnt communicate with me.

and i am aware that you are just a few people that need to take care of multiple things. I did see other threads such as the communication ones, and i understand youre busy and i dont want either to pester you, so waiting is not a problem.
But if i count the time of my tickets being ignored just 20 seconds per ticket, it would have been faster for someone to properly take care of them for 5 minutes and be done with it.

code65536

You should probably tell people here what the problem is.

NoSoup

code65536 wrote: »

You should probably tell people here what the problem is.

Based on their refusual to state the problem and this throw out line "wouldnt have had 12k hours and 56k achiev points if i didnt." I dare say they've been banned for something and they're not accepting it.

Sergykid

code65536 wrote: »

You should probably tell people here what the problem is.

as i wrote earlier in the thread, im pretty sure it's not a subject i can talk about openly in this thread. But the mods know what it is, what im stating is that they keep silent to me about it and dont solve it either.

NoSoup wrote: »

code65536 wrote: »

You should probably tell people here what the problem is.

Based on their refusual to state the problem and this throw out line "wouldnt have had 12k hours and 56k achiev points if i didnt." I dare say they've been banned for something and they're not accepting it.

as i mentioned in the thread, it's a problem ingame that keeps occurring even though the tickets opened for them get closed. You and those that agree didnt read the subject
.

danko355

It indeed appears that the customer support became slower recently, probably due to the release of a new patch + ongoing event + reenabling crown gifting, I don't know.. I have been waiting for over 10 days now for them to address my issue regarding the restoration of a deleted character. You need to keep your bank empty during this time, and It's incredibly hard to play without 480 additional inventory slots considering so many activities in the game going on. I'm pretty much stuck all this time only logging in to do a few dailies.

ZOS_Kraken

@danko355 If you give me your ticket number I can check up on it for you.

danko355

ZOS_Kraken wrote: »

@danko355 If you give me your ticket number I can check up on it for you.

It is 231026-003307 . Thank you very much in advance!

ZOS_Kraken

@danko355 I sent you a PM about your ticket.

Sergykid

nice to see that players are getting helped here on the forum, but for me it's not nice that my problems are not solved, tickets closed, and also not told why. I even replied to these tickets mentioned and they just got closed again, again with no answer why.

danko355

Sergykid wrote: »

nice to see that players are getting helped here on the forum, but for me it's not nice that my problems are not solved, tickets closed, and also not told why. I even replied to these tickets mentioned and they just got closed again, again with no answer why.

The problem wasn't solved for me either. I was just reassured that my ticket is not forgotten and is still in the queue. But the queue is apparently so long that I'm waiting for more than 2 weeks now.

Sergykid

danko355 wrote: »

Sergykid wrote: »

nice to see that players are getting helped here on the forum, but for me it's not nice that my problems are not solved, tickets closed, and also not told why. I even replied to these tickets mentioned and they just got closed again, again with no answer why.

The problem wasn't solved for me either. I was just reassured that my ticket is not forgotten and is still in the queue. But the queue is apparently so long that I'm waiting for more than 2 weeks now.

well at least theyre taking care of it. Mine was not solved, replied to it, and now it's closed again. I asked why, got no answer.

code65536

Sergykid wrote: »

as i wrote earlier in the thread, im pretty sure it's not a subject i can talk about openly in this thread.

You repeatedly say that it's an issue that affects you. So why can't you talk about it? If the problem is with another player, I can see why that would be off-limits, but that's not the case here, is it?

You're making post after post after post of the same thing, which amounts to "support thinks this problem is not a problem". I mean, why else do they keep closing the ticket? So let the players see what the problem is.

Sergykid

code65536 wrote: »

Sergykid wrote: »

as i wrote earlier in the thread, im pretty sure it's not a subject i can talk about openly in this thread.

You repeatedly say that it's an issue that affects you. So why can't you talk about it? If the problem is with another player, I can see why that would be off-limits, but that's not the case here, is it?

You're making post after post after post of the same thing, which amounts to "support thinks this problem is not a problem". I mean, why else do they keep closing the ticket? So let the players see what the problem is.

yes it's an issue that affects me, i cant properly enjoy the game because of it, and this is a case that i believe is "off-limits" to talk it out.

i dont know either why they close the tickets. As i said i do ask them this and they dont answer. They just close it and the problem continues afterwards.

Katheriah

I can't really imagine there would be an actual technical issue they would ignore. Are you (social) banned or something?

I mean, my first guess was something that could be exploited, but they wouldn't ignore that.

Sergykid

Katheriah wrote: »

I can't really imagine there would be an actual technical issue they would ignore. Are you (social) banned or something?

I mean, my first guess was something that could be exploited, but they wouldn't ignore that.

no it's not a problem sourcing on my account or character, but theres no point going into specifics about my issue, thats not the point of this thread. Those that can see the ticket are those that could solve the issue if they wanted.

Freilauftomate

Sometimes you just need to tell everyone what's going on. You can't solve everything in secret, especially when you feel like you are being treated unfairly by people who have some kind of power over you. You made the first step by coming to the forum.

If customer support refuses to answer your questions maybe someone in the forum can. Most of us have already experienced how they always try to find the problem on your side, and will never ever admit when there is a problem on their end.

Last year i tried to report a broken campaign on Playstation EU. A maintenance in the middle of the PvP event made Gray Host unplayable for almost everyone. Gray Host was empty for 6 months. Performance in Blackreach was much better. Customer support tried to convince me that performance in Cyrodiil was fine and they don't have any issues and don't see any bugs when they are playing on their private xbox. They wanted to make me believe it was an issue with my internet connection. "Yes, we see a bad connection on your end". That was before the server hardware refresh and obviously not true. Why would everyone stop playing on Gray Host if it was fine...

If you are sure you can't even give us a hint in the forum, you could make a short youtube video about it. Maybe not with all the details, but at least some info about why you keep writing tickets, even if it's a dead end. I am pretty sure you are not the only one who gets shut down like this by customer service.

SilverBride

I wonder if customer support is closing tickets because they don't see it as an issue that needs intervention.

As far as discussing the problem, if the issue involves another player I don't think it's breaking any rules to talk about it as long as the other player isn't named. Just something generic like "I am being harassed in game by another player every day." should be acceptable.

Sergykid

Freilauftomate wrote: »

[...]

@Freilauftomate

i dont try to solve it in secret, the support team knows of the problem from the tickets. I conceal it here because of possibility of breaking some rules. I do feel treated unfairly, i have some proof of it.

coming to forum is not the first step. I already mentioned, i sent some mails and contacted some mods before messing with it in the open, but problem continues. Players from the forum cant help me, it's something only the support can do.

i keep writing tickets because the problem keeps appearing even after previous ticket gets closed. When i ask why it was closed for the 20th time i get no answer. It's not like i want to spend time through tickets.

I understand being shut down but it's not an occurrence that is up to me to just leave behind and move on. It's going on, happening at every occasion ingame.

SilverBride wrote: »

I wonder if customer support is closing tickets because they don't see it as an issue that needs intervention.

As far as discussing the problem, if the issue involves another player I don't think it's breaking any rules to talk about it as long as the other player isn't named. Just something generic like "I am being harassed in game by another player every day." should be acceptable.

@SilverBride

they do see it as an issue, i can confirm it. But on my part it seems like they didnt do anything from all these months of tickets.

i dont think saying something generic like "I am being harassed in game by another player every day." would be acceptable because it can derail to discussing disciplinary actions.

SilverBride

Sergykid wrote: »

@SilverBride

they do see it as an issue, i can confirm it. But on my part it seems like they didnt do anything from all these months of tickets.

i dont think saying something generic like "I am being harassed in game by another player every day." would be acceptable because it can derail to discussing disciplinary actions.

If another poster derails the thread that is on them. But just discussing a situation without calling out another player by name isn't a violation.

It's hard to offer advice or insight without knowing what is going on.

wilykcat

How much tickets did you submit... is there an exact number for that? 😳

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