Request (EVERYONE COMMENT TO GET THE ATTENTION NEEDED)

Dewster82

I would just like to express a few concerns at this time my friend! I am not the only one and GLADLY Would love people to comment (if you don't like the post or want to troll move on please lets be adults) I CONCUR if this fits the bill...

1 - The customer support replies via email, make me feel like my expression of problems are not actually being taken serious. I get a generic reply from some third party team of customer support specialist (I have a lot of respect for these guys, its hard working with us MMO NUTS!! )
example:
" I'm so very sorry for your troubles, it's quite a quandry the issues you seem to be having. If you would provide me some verification details and your DX Diag I can hopefully escalate this to the appropriate people but I do not believe I can restore your items. Are you absolutely sure that your computer meets the minimum system requirements to play this game? Included are the minimum requirements involving this game. I'm very sorry again and I hope we can resolve your issue."

So, how exactly is the server losing all my items in any way related to my computer specs? They exceed the recommended specs by the way.

2- Some of the quests since release have been bugged, whether it was over population issues or possible spawn timer issues, it took 3 days to address it! I am glad you have fixed some of them and appreciate all the work the DEv's do !!
- on this topic there has been some confusion about the phasing of groups/guilds and people in the game. Sometimes we group up and do a quest with a buddy, and then we go into a local instance and bamn, our friend/buddy/guildie is not even phased in! again same reply from the customer support, I feel like they just don't even want to explain what the status is. I don't expect them to tell me what is exactly wrong but maybe a more detailed message like "the issues have been investingated and a fix is in the works"

I know its a new release and I know its a lot of work, but I feel like there are no real communications between the customer and their supposed support...
@Dewster

Severan

I am sure the devs are aware of the bugs and issues in game. Since everyone seems to need to make a new thread about them on forums...

Publius_Scipio

Also my issue and many others is that starting yesterday we were mysteriously no longer able to login. Message I get is "Your Login Information is Incorrect. Please Try Again."

I am able to access my account on ESO website with no issue.

berkajerk

Agreed. I just want something more than "are you absolutely sure your computer meets the minimum requirements " when I lose everything in my game bank.

Aylasa

I am at least 80% sure that all these bugs and more are what is being fixed at this minute.

Dewster82

The point is to bring to their attention that their customer support system is poorly run, I feel like they just pick a 'template' and click send

Hyperventilate

I get you're tired of template responses, but when you have a queue of 56 billion complaints sitting to be addressed, it isn't exactly like they have time to type out a warm and fuzzy note to each and every person.

That isn't to say that the template they do use needs to fit the situation being addressed. But I don't really see how it would be logically possible to hand-tailor responses to every single person that are different from the 1,600 they just sent to other people about the same identical issue.

berkajerk

Part of the issue is the templates they are using. For example::

" I'm so very sorry for your troubles, it's quite a quandry the issues you seem to be having. If you would provide me some verification details and your DX Diag I can hopefully escalate this to the appropriate people but I do not believe I can restore your items. Are you absolutely sure that your computer meets the minimum system requirements to play this game? Included are the minimum requirements involving this game. I'm very sorry again and I hope we can resolve your issue."

So, how exactly is the server losing all my items in any way related to my computer specs? They exceed the recommended specs by the way.

Rivige

Some of us.....never received even an email. Nada...no answer of any kind...but I'm of the mind they have enough on their plate atm. So I'll prob wait til at least 5 days or so. Already played more than I expected to.

Dewster82

Hyperventilate wrote: »

I get you're tired of template responses, but when you have a queue of 56 billion complaints sitting to be addressed, it isn't exactly like they have time to type out a warm and fuzzy note to each and every person.

That isn't to say that the template they do use needs to fit the situation being addressed. But I don't really see how it would be logically possible to hand-tailor responses to every single person that are different from the 1,600 they just sent to other people about the same identical issue.

I think you may have over calculated the 'queue' number by a bit. I know its hard to let other people questions and opinions go without your input, but sometimes spitting out random made up numbers to make someone look foolish can result in making yourself look that way!

Glad you feel the way you do, compliance is a standard these days

Dewster82

berkajerk wrote: »

Part of the issue is the templates they are using. For example::

" I'm so very sorry for your troubles, it's quite a quandry the issues you seem to be having. If you would provide me some verification details and your DX Diag I can hopefully escalate this to the appropriate people but I do not believe I can restore your items. Are you absolutely sure that your computer meets the minimum system requirements to play this game? Included are the minimum requirements involving this game. I'm very sorry again and I hope we can resolve your issue."

So, how exactly is the server losing all my items in any way related to my computer specs? They exceed the recommended specs by the way.

berkajerk wrote: »

Part of the issue is the templates they are using. For example::

" I'm so very sorry for your troubles, it's quite a quandry the issues you seem to be having. If you would provide me some verification details and your DX Diag I can hopefully escalate this to the appropriate people but I do not believe I can restore your items. Are you absolutely sure that your computer meets the minimum system requirements to play this game? Included are the minimum requirements involving this game. I'm very sorry again and I hope we can resolve your issue."

So, how exactly is the server losing all my items in any way related to my computer specs? They exceed the recommended specs by the way.

This is actually a direct quote that I based my post on, I am not posting this for peoples opinions which I know we all have, I am trying to get a message accross, I would prefer if you don't like it, move on!
Thanks

Severan

I sometimes actually get some nice customer support replies. One I got about the deleting of imperial edition items on accident was (this isn't the whole response):

I too was unhappy with my first characters appearance (too small)lol, so don't worry about it.

Thank you for your continued interest and support!

But I am still waiting to get my issue solved by the people working on that issue. Hint hint, bump me up the waiting list.

nonexistant2003b14a_ESO

An automated reply can benefit efficiency.
They can get straight to work on the issue without eating up more valuable time typing a response to every customer.
Now a company could hire customer support representatives who only write response messages, but that cost's allot more money than an auto reply.

Sakiri

Those quest bugs theyre fixing are half a year old.

Thats whats got me.

Dewster82

eq2imora_ESO wrote: »

Those quest bugs theyre fixing are half a year old.

Thats whats got me.

You just hit the nail on the head my friend~ I have been wondering this too!!

Dewster82

nonexistant2003b14a_ESO wrote: »

An automated reply can benefit efficiency.
They can get straight to work on the issue without eating up more valuable time typing a response to every customer.
Now a company could hire customer support representatives who only write response messages, but that cost's allot more money than an auto reply.

I know from the history of MMO releases I have been a part of, that the CS is actually one of the things they OVERHIRE, they need them for all these issues we have mentioned.
They can always be let go when the population subsides and they then can get back to automation.

Msgreenleaf

eq2imora_ESO wrote: »

Those quest bugs theyre fixing are half a year old.

Thats whats got me.

Yes, that is exactly why i'm frustrated. These are the same bugs from beta, why haven't they been fixed yet? It wouldn't bug me if it was beta, that was free. But having spent $60+ on a game I would think it should at least be playable. I tried Daggerfall covenant first and it was unplayable. I kept running into bugged quests everywhere and couldn't make any progress.

aesmodienb14_ESO

Not only are the quest bugs a year old (have been there since the first beta), they have horrid response times when the total number of people currently playing are limited to pre-orders. My concern is they do not have the influx of customers that will be present come day one of release and they cannot keep up as is.

The majority of posts by beta testers stated the game still needed tweaks before release but it was released anyhow. Couple that with over 13 hours of maintenance for only the NA server (weird that its only NA when the EU server is a copy of the NA) while the other remains going shows that the game was not yet ready.

MMOs will have bugs and early release is basically a prepaid beta (its part of paying for the full game up front so yes you pay for early access) but a lot of the issues currently would have been fixed with more extensive betas for testing and not media coverage betas.

acunninghan

Couldn't agree more with this, and i also never received a reply after, not even an automated one

Batt1ecat

*SIgned

I agree with this thread

Terroni

8 emails back and forth with customer service, same response to each one.
Them: Logout for 10-15 minutes, /reloadui, or drop and redo quest
Me: I've logged out, /reloadui, and redid the quest. still broke.
Them: Sorry it didn't work try logging out for 10-15 minutes, reloadui, and dropping and redoing quest.
Repeat x5

berkajerk

Well I have received some better replies after multiple email exchanges. However my bank space is still empty. But at least they've said it's gone on to tech support. So it seems the email help system has a buffer of community reps to filter requests before they go to the people that can actually fix them. Which kinda makes sense. But they need to streamline the system to know when people have hit a very big bug that needs to be automatically upgraded to a priority. AKA losing everything in your bank.

DiskoStick

Where can I go to get help? I still cannot login to game, but I can to website. I've tried customer support. I JUST WANT TO PLAY! this isn't fair

KariTR

DiskoStick wrote: »

Where can I go to get help? I still cannot login to game, but I can to website. I've tried customer support. I JUST WANT TO PLAY! this isn't fair

There is a phone number or email contact if you use the support button at the bottom of the forum.

@OP Did you send in a DX Diag as requested?

After maintenance yesterday, I too lost items and also quests. In case the rollback wasn't deliberate (there wasn't any screaming in zone chat, as one would expect if it had been a general issue that affected everyone), I sent in a bug report - not a ticket. The reason being, that the game isn't officially launched yet and any adventuring losses can easily be regained.

The relationship between customer and support is not one-way only. Yet you haven't shown us the ticket you wrote. Surely to protect your character as best you can from future mishaps, instead of highlighting one comment from the CS reply with no context whatsoever, you would be best complying with the DX Diag request to help them help you (and any of us who may be affected in future).

You can't really complain about a lack of help at this early stage of your ticket submission. Especially when you don't seem willing to help yourself.

Kangas

I disagree with OP.

Also, last time I'll reply to a subject that does not contain any info about the topic it covers. Make appropriate subjects not just pleas for attention.

Second, the customer service is very impressive and above the quality of service of other MMOs I have experienced.

You state there are bugs. Yes. So there are bugs. You and I would all love it to be otehrwise but that's not realistic. See all the other MMOs that have launched horribly worse.

ZOS_AmeliaR

This is very important feedback, and we appreciate you bringing this situation to our attention. @Dewster82‌ - It looks like the agent you spoke with confused your issue with a tech support issue. We have escalated your incident to a senior support specialist, who will be in touch with you to ensure your issue is resolved.

We encourage everyone to share feedback on their support experiences. We are always looking to improve the level of support we provide across all platforms, and feedback like this is extremely helpful in doing so. Thank you!

berkajerk

KariTR wrote: »

DiskoStick wrote: »

Where can I go to get help? I still cannot login to game, but I can to website. I've tried customer support. I JUST WANT TO PLAY! this isn't fair

There is a phone number or email contact if you use the support button at the bottom of the forum.

@OP Did you send in a DX Diag as requested?

After maintenance yesterday, I too lost items and also quests. In case the rollback wasn't deliberate (there wasn't any screaming in zone chat, as one would expect if it had been a general issue that affected everyone), I sent in a bug report - not a ticket. The reason being, that the game isn't officially launched yet and any adventuring losses can easily be regained.

The relationship between customer and support is not one-way only. Yet you haven't shown us the ticket you wrote. Surely to protect your character as best you can from future mishaps, instead of highlighting one comment from the CS reply with no context whatsoever, you would be best complying with the DX Diag request to help them help you (and any of us who may be affected in future).

You can't really complain about a lack of help at this early stage of your ticket submission. Especially when you don't seem willing to help yourself.

The issue is bigger than a couple items. It's an entire bank wiped out! 80 plus STACKS not individual items ranging from white crafting styles to legendary tempers. Tell me how easy you find legendary items and how those adventuring losses can easily be regained. I have no issues with a rollback it happens I just continue on. I have issues with my enitre bank being wiped out and told that it's my computer specs determining what's happening server side. In my personal case I did send them the Dxdiag in case it might help them and I realise it's a serious bug and will take time. But they didn't treat it as serious at first. I had to repeatedly go back and tell them to escalate.

Invisioblack

ZOS_AmeliaR wrote: »

We encourage everyone to share feedback on their support experiences. We are always looking to improve the level of support we provide across all platforms, and feedback like this is extremely helpful in doing so. Thank you!

My experience is that they should read the problem. Telling me to use /bug [when i did] and attach a screenshot [which I did] to an item is worse than pointless. It makes me wonder if your CS automation is broken.

No response is better than that kind of response.

Ravinsild

Dewster82 wrote: »

I would just like to express a few concerns at this time my friend! I am not the only one and GLADLY Would love people to comment (if you don't like the post or want to troll move on please lets be adults)
@Dewster

In other words: Don't post if you don't agree with me.

That's not very adult of you. True adults sit down at a table and analyse the issue from every possible angle, even if they disagree, to find a reasonable solution that can meet in the middle. Also known as a compromise.

Demands are for children. Seeing a problem from all possible angles to find a solution through diplomacy and discussion is the adult way to do things.

Please keep this in mind.

Dewster82

Ravinsild wrote: »

Dewster82 wrote: »

I would just like to express a few concerns at this time my friend! I am not the only one and GLADLY Would love people to comment (if you don't like the post or want to troll move on please lets be adults)
@Dewster

In other words: Don't post if you don't agree with me.

That's not very adult of you. True adults sit down at a table and analyse the issue from every possible angle, even if they disagree, to find a reasonable solution that can meet in the middle. Also known as a compromise.

Demands are for children. Seeing a problem from all possible angles to find a solution through diplomacy and discussion is the adult way to do things.

Please keep this in mind.

AGAIN this is what I did not want, and of course there always is one person who just can't keep their juvenile opinions to themselves, lets avoid more of these types of negative commenting thanks, I did not make a post to have some childish banter match with people like you...thanks

Darlgon

@Dewster82 I do agree. However, not sure if the forums are the place to go. @ZOS_AmeliaR answered you in this thread, which is how I got here off the dev tracker. So it is being escalated.
You know the forums are probably not place to address this over-all problem, right? If you have a real concern, those cool "blue".. err "Green" in this game, names that appear in the dev tracker? @ZoS_GinaBruno and @Zos_JessicaFolsom? You may consider sending them directed private messages thru the forum mail asking if their response to your ticket # xyxyxyxy is good CS, rather than posting in a forum HOPING for a response, looking for public support and asking for people to troll you.