Support Reponse Time

BloodStrike

I have an open ticket with support figuring out the entire grace day issue a mass number of people are having but I have not had a response to anything in 19 hours is this now the typical time for responding to issues?
[Incident: 140404-029348]

Flametyn

lol in the other mmos i've played from 20 min to 2 hours max is it is for an account issue. 12 hours max for a technical issue.

Joeh

I've had it take longer than 24 hours to get a response from ZOS, so you are not alone.

Flametyn

yeah i'm in the same boat i just submitted the third ticket after 24 hour without any answer...

daniel.computerguy26ub17_ESO

I have opened a ticket 46 hours ago. i still have not had a response. i placed another ticket to be called yesterday. still no phone, or email response. i just now picked up my phone and called blizzard. waited 3 minutes and got a hold of someone immediately. Told them i didn't need anything but i wanted to chuckle at how you guys (blizz) actually care enough to have a large enough support team to help people.

You cannot excuse the poor response time because "oh it's launch time and that's why they're so busy they can't even be bothered to help you"

***, if they gave a damn they would have hired a temporary wave of customer support agents, 2 *** days and NOTHING??? Launch day is the most important time to get things right and to make customers happy. We can forgive the server problems, we can't forgive being a cheapskate and not having a decent support team! /fail

On top of all that they have the nerve to ask for payment verification of $14.95 before my free 30 days has even began!

I hate WoW with a passion, love Bethesda.. but this really is disheartening

otomodachi

Been waiting on a ticket over 24 hours, trying to find out if getting a refund is an option and getting more and more inclined to take it if so.

Mennox

I raised 3 tickets ingame (with no way of tracking them) and got a response back saying my ticket was now closed with no action or answer. I then sent another ticket and got a wacky response back today asking for my email and security password.......

We raise the Spine of Welcome and Friendship to you and Salute your Honesty! The River is Vast with many mysteries that have yet to be discovered but know we work Together to bridge our Realms and gain enlightenment. We have attempted to consult the Sacred Scrolls however before they are opened up to us, words of Power must be spoken. The Scrolls require the email on your account and the answer to your secret question.
Answer these with a Trueheart and all will be revealed.

Sun to your Scales and Cool Waters to soothe you,
The Argonians of the Elder Scrolls Online Team

BloodStrike

24 hours to respond to my email ticket only to get a canned response that I already received completely ignoring everything in the ticket. At this point I am going for my refund if I am unable to log in tomorrow morning.

CTraveler

I may be one of the lucky ones who HAVE gotten responses within five or six hours, and that's only because my tickets have been spam reports.

Keeping in mind how many people ARE sending in Support requests, a lot of which may turn out to be frivolous or may not have anything the support team can do immediately... I think they're answering them on a "Easiest-Hardest" scale when you get actual people to respond to things. Nonsensical answers like the Argonian one above however, make no sense. There may be other reasons that we aren't seeing or hearing about that cause this situation... But whether or not we learn of those issues is another matter entirely.

Does that excuse pre-written messages? No. Does that excuse the long delays that have been seen? No.

But in all honesty, I've seen worse communication, and I've seen better. But if there's anything that I've learned about customer service over the years...it's that patience is key for anything in life, and running on a short fuse isn't going to get us anywhere.