Zenimax - Your support employees can make a difference

Neocid

Hi there,

I opened two tickets in few days and got two different answers.

First one was amazing from Dustin. He act like an IG toon to which you have a conversation with. Very helpful and very "role playing".

Second answer was cold and disappointing. You seems to be speaking with an automated - brainless, heartless - robot.

I have been working in customer service for many years and I always did my best to provide an excellent support to our customers. Whatever the complexity of the situation (I was providing support for web hosting services, servers, etc..), I always read the whole ticket, internal comments included and make sure to understand the problem.

For you it might be "just another ticket". For us, it is OUR ticket.

Thank you for your understanding and comprehension.

Bellow are the answers received.

ps: Sorry for my English, this is not my first language.

First answer (good one)
Response By Email (Dustin) (04/03/2014 11:53 AM)
Greetings Jean,
No, I will not let Molag Bal claim you and your Ultimate! I just refuse to see that happen! I'd fall on my blade before that happened, or even take an arrow to the knee! I'm going to send you to the greatest sorcerers I've ever met, they'll help you I assure you . Just hold on a little longer my friend! Don't die!

Best Regards,
The Elder Scrolls Online Team
Customer By CSS Email (Jean) (04/03/2014 09:03 AM)
Hi Dustin!

Unfortunately, the /reloadui did not change anything.

Plus I play from two different computer and it shows the same progress on both (I did the reload UI on both places).

I am sorry but Molag Bal must have mess things up really bad down there

This only affect this skill (Healing springs).

Please bring me support against this half-level boss!

Thank you for your support!

Regards,

On Thu, Apr 3, 2014 at 7:32 AM, ESO English Support <ESO_Help@helpmail.elderscrollsonline.com> wrote:

Response By Email (Dustin) (04/03/2014 07:32 AM)
Greetings Jean-Baptiste,
I apologize that you're experiencing such grave problems, as certainly Molag Bal has a hand in this mess! However, I must ask you my dilligent friend, have you attempted the /reloadui command? This may aid you as it will refresh your user interfacea nd perhaps release the restrained leveling, though you may have to build it from where it was stuck. If this problem persists however please do respond back to us, we'd love to help and I could send you to some people who may be able to free it on their end. I hope the reloadui command however works out for you.

Best Regards,
The Elder Scrolls Online Team

Second answer to the same issue
Response By Email (Kenzie) (04/03/2014 08:41 PM)
Greetings Warrior,

If you become stuck in the environment or falling through the world map, we suggest typing /reloadui in the command line of the chat window.
If this doesn't work, try the /stuck command. This will kill your character and degrade the armor value, but should transport you to the closeist Wayshrine.
Another way to reset your character would be to travel to a Wayshrine manually by bringing up your map (M Key) and selecting either a Wayshrine in your current zone or using the locations pin (to the right of the map) and travel to a previously discovered zone.

Best regards,
Kenzie
The Elder Scrolls Online Team

Believe

Both of these responses seem miles above most customer "service" these days? Both are helpful and insightful, yet one is straight and to the point, while the other throws out a ton of TES references/jokes.

I don't really understand the issue.

Neocid

Its just that the second answer is a typical "template response" which shows the support member has not even read the ticket and understood my problem.

Same "template response" received from the same person for the toon deleted from this thread
http://forums.elderscrollsonline.com/discussion/62603/deleted-imperial-edition-early-access-items

Nyrielle

I thoroughly appreciate your post. I accidentally had 2 simultaneous tickets in for my bank being awol and from my CSR I received identical copy/paste replies to both of my tickets. In total I received 3 replies and they were identical. None which were helpful considering I was being told that my items weren't available til tomorrow and if they were still missing I should contact the retailer. My retailer is Zenimax.....which I purchased the digital collectors edition. As a former CSR for a major auto company I certainly feel for what ESO CSR are going through atm but I honestly expect to have my issue READ and checked into before sending me a canned response.

I will give it till tomorrow for them to straighten it out the bank problems, then I guess I will be getting in chat or phone to at least get my issue straight.

Xaltotun

Nyrielle wrote: »

I thoroughly appreciate your post. I accidentally had 2 simultaneous tickets in for my bank being awol and from my CSR I received identical copy/paste replies to both of my tickets. In total I received 3 replies and they were identical. None which were helpful considering I was being told that my items weren't available til tomorrow and if they were still missing I should contact the retailer. My retailer is Zenimax.....which I purchased the digital collectors edition.
As a former CSR for a major auto company I certainly feel for what ESO CSR are going through atm but I honestly expect to have my issue READ and checked into before sending me a canned response.

Yeah, that's the issue I'm having as well. I used to work Customer Service/Tech Support for a major computer company so I know how these things can be. I don't mind waiting for things to be resolved - but that's not the issue. The issue is the utter lack of response for 5 days, only to finally get an email that has nothing to do with my problem, indicating my ticket was clearly not read, and then closed. THAT is what bothers me. The complete lack of caring about what the problem even was, much less whether or not it was resolved. Like the CSR was told to resolve a pile of pending tickets in a certain amount of time and just got rid of them all with a canned response.