Customer support wait times getting longer and longer
SageRaine
Soul Shriven
I can't be the only one to see that, ever since last summers fiasco with the crown store/gifting, response times from support are taking much longer than they used to. Average wait is supposed to be 7-14 days, but it took 16 for my(automated and had to appeal) response, and my dear friend has now been waiting 23 days without so much as a copy and paste. Is the the new norm moving forward? Is there any reason for the delays? Kinda feels like the online equivalent of put em on hold and they'll go away LOL.
Edited by ZOS_Bill on June 6, 2024 6:40PM 6
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twev✭✭✭✭✭
✭✭Have you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I have no idea what my ticket number is, or where to look for it if it's available at this point.
If I was supposed to manually record it - I had no idea at the time.The problem with society these days is that no one drinks from the skulls of their enemies anymore.0 -
SageRaineSoul ShrivenHave you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I honestly have not as its my friends ticket not mine, and he doesn't have a forums account. But if it would help, i do have his reference # 240501-008621.
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TaSheen✭✭✭✭✭
✭✭✭✭✭Have you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I have no idea what my ticket number is, or where to look for it if it's available at this point.
If I was supposed to manually record it - I had no idea at the time.
It's in the email you should have received after you raised the ticket on the website.______________________________________________________
"But even in books, the heroes make mistakes, and there isn't always a happy ending." Mercedes Lackey, Into the West
PC NA, PC EU (non steam)- four accounts, many alts....0 -
Amottica✭✭✭✭✭
✭✭✭✭✭Have you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I honestly have not as its my friends ticket not mine, and he doesn't have a forums account. But if it would help, i do have his reference # 240501-008621.
I suggest your friend chime in here since the community managers would and should not discuss their matter with you. They tend to discuss things via PM with the person who has the ticket.
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Amottica✭✭✭✭✭
✭✭✭✭✭Have you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I have no idea what my ticket number is, or where to look for it if it's available at this point.
If I was supposed to manually record it - I had no idea at the time.
@twev
As another pointed out, it would be in the automatically generated email they send you after the ticket was created. That same email provides specific instructions to reply to it if the issue has not been resolved. If it is not replied to the ticket will not progress and get closed.
One can also log into Support to see their tickets and what has happened. For our convenience, the link to Support is on this very page at the top left if you are viewing from a desktop/laptop. Not sure of its location if viewing from a phone.
Happy to provide this information as it is important to know how to follow up on a ticket and see what is happening.1 -
Warhawke_80✭✭✭✭✭I dunno...I had a issue yesterday and Kevin was very quick to help me out as were several forums goers...
That's the thing...forum people can get snarky and downright rude, but if you have a issue they will literally step on each other to help you out.
Were like this strange eclectic slightly dysfunctional family at times““Elric knew. The sword told him, without words of any sort. Stormbringer needed to fight, for that was its reason for existence...”― Michael Moorcock, Elric of Melniboné1 -
ZOS_KevinCommunity Manager@SageRaine Do you have a ticket number? We can pass this along to customer service.Community Manager for ZeniMax Online Studio and Elder Scrolls OnlineDev Tracker | Service Alerts | ESO Twitter2 -
Amottica✭✭✭✭✭
✭✭✭✭✭Warhawke_80 wrote: »I dunno...I had a issue yesterday and Kevin was very quick to help me out as were several forums goers...
That's the thing...forum people can get snarky and downright rude, but if you have a issue they will literally step on each other to help you out.
Were like this strange eclectic slightly dysfunctional family at times
This. Exactly. It helps to ask for help in such matters or pretty much anything as many will try to help.
Zos Kevin is on the job now.
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twev✭✭✭✭✭
✭✭Have you tried to ask for help in the forums? It is often very successful when things are moving very slowly.
It just takes a simple explanation: the ticket number and tagging someone like @ZOS_Bill
I have no idea what my ticket number is, or where to look for it if it's available at this point.
If I was supposed to manually record it - I had no idea at the time.
@twev
As another pointed out, it would be in the automatically generated email they send you after the ticket was created. That same email provides specific instructions to reply to it if the issue has not been resolved. If it is not replied to the ticket will not progress and get closed.
One can also log into Support to see their tickets and what has happened. For our convenience, the link to Support is on this very page at the top left if you are viewing from a desktop/laptop. Not sure of its location if viewing from a phone.
Happy to provide this information as it is important to know how to follow up on a ticket and see what is happening.
Thanks muchly for the info, it gives me avenues to follow I didn't know about.
The problem with society these days is that no one drinks from the skulls of their enemies anymore.0 -
SageRaineSoul Shriven@SageRaine Do you have a ticket number? We can pass this along to customer service.
@ZOS_Kevin yup its #240501-008621. Much appreciated.0 -
SageRaineSoul Shriven@SageRaine Do you have a ticket number? We can pass this along to customer service.
@ZOS_Kevin yup its #240501-008621. Much appreciated.
Still radio silent on this end. Ticket was placed May 1st......0 -
ZOS_BilladminThe Elder Scrolls Online: Tamriel Unlimited - ZeniMax Online Studios
Forum Rules | Code of Conduct | Terms of Service | Home Page | Help Site0 -
SageRaineSoul ShrivenI understand longer than normal wait times occur, but it's 36 days for 2 auto-generated replies and an automatic closing of the ticket. Very hard to keep a positive attitude when it feels as if the customer base is simply a number and brushed off. Leaves quite a sour taste.1
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I have had a ticket open since May 25th.(240525-008205)
I have never seen a ticket wait queue this long and I work in IT for one of the biggest tech companies in the world. Part of my actual job is handling submitted tickets.
I'm not blaming the employees, this is absolutely a management issue.1
