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• PlayStation®: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
• PC/Mac: NA and EU megaservers for maintenance – November 25, 4:00AM EST (9:00 UTC) - 7:00AM EST (12:00 UTC)
• Xbox: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
• PlayStation®: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
10 Year Anniversary Celebration - Missed Reward due to Wrong End Time Communicated
Hi!
I opened a customer service ticket asking if there was a plan for customers who were adversely affected by the server outages during the anniversary event.
Specifically, I'm looking for one more jubilee confetti fragment - or the ability to buy one in the future. I planned around a post from Gina Bruno which stated that the event would last until 10am on the final day, so I was really frustrated to log in around 6:30am and see that the event was closed 4 hours early. I was unable to collect the last golden box, for which I had already completed the quest.
The response to my ticket was, "We do not provide compensation for time lost due to the downtime." I'm sure that must be a mistake - I am not asking for compensation. I'm looking for a promised reward that was unobtainable because the wrong end time was communicated. Players should be able to count on what community leaders say regarding the timing of events. I would have purchased an extra fragment with event tickets the day before if we had been advised correctly. I am one fragment away from earning the mount.
I've been waiting for developers to publically address the effect these issues had on non-locked out players, but they have been silent. I hope that means you are all still deciding on the solution.
I've been playing ESO for 6 years & a paying plus member for 2. Until now it has feeled measured and fair to me. I've been able to meet promised achievements or not due to my level of skill and planning abilities. I'd really hate to learn that I cannot count on the developers to correctly communicate expectations, or admit and rectify mistakes.
Can you please advise what the plan is to resolve this issue?
Thank you for your time and consideration. I want to keep paying for plus but am really bothered by this miscommunication and much less eager to play going forward if this is never addressed.
I opened a customer service ticket asking if there was a plan for customers who were adversely affected by the server outages during the anniversary event.
Specifically, I'm looking for one more jubilee confetti fragment - or the ability to buy one in the future. I planned around a post from Gina Bruno which stated that the event would last until 10am on the final day, so I was really frustrated to log in around 6:30am and see that the event was closed 4 hours early. I was unable to collect the last golden box, for which I had already completed the quest.
The response to my ticket was, "We do not provide compensation for time lost due to the downtime." I'm sure that must be a mistake - I am not asking for compensation. I'm looking for a promised reward that was unobtainable because the wrong end time was communicated. Players should be able to count on what community leaders say regarding the timing of events. I would have purchased an extra fragment with event tickets the day before if we had been advised correctly. I am one fragment away from earning the mount.
I've been waiting for developers to publically address the effect these issues had on non-locked out players, but they have been silent. I hope that means you are all still deciding on the solution.
I've been playing ESO for 6 years & a paying plus member for 2. Until now it has feeled measured and fair to me. I've been able to meet promised achievements or not due to my level of skill and planning abilities. I'd really hate to learn that I cannot count on the developers to correctly communicate expectations, or admit and rectify mistakes.
Can you please advise what the plan is to resolve this issue?
Thank you for your time and consideration. I want to keep paying for plus but am really bothered by this miscommunication and much less eager to play going forward if this is never addressed.
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I cancelled my plus subscription after receiving a negative response from your very polite customer service rep, but I'll subscribe again if I can buy the box in the future. That's what it takes to make it right and retain my business. Until then, the compensation thing goes both ways.0
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Just an additional comment to say, I really appreciate the kindness in the customer service responses. Thanks to a great team.Edited by ValeriatheBarbarian on May 2, 2024 10:35PM0