[Incident: 140404-014206] Why was my ticket changed to solved without solving ANYTHING?

otomodachi

It appears noone read my actual incident report, my status has been moved to solved and nothing was solved. Do I have to open a new ticket? Was just replying to the email enough? Am I stuck waiting another two and a half days? WHAT the HELL?

Full body of email convo below in reverse order.

---

And I don't HAVE room on my C partition, anyhow. Change the damn system
requirements info if that's REQUIRED, but please answer my ACTUAL QUESTION
in the FIRST POST whether ZO is going to be offering refunds or what. ZO
is my vendor, I am asking about returning a product. I already resolved my
login issue AND SAID SO so READ THE MESSAGES.


On Sun, Apr 6, 2014 at 7:09 PM, ME!<mymail>wrote:

> THIS IS NOT RESOLVED! READ THE MESSAGES!
>
>
> On Sun, Apr 6, 2014 at 6:37 PM, ESO English Support <
> ESO_Help@helpmail.elderscrollsonline.com> wrote:
>
>> [image: Image]
>>
>> Helping you is our passion!
>>
>> We will assume your issue has been resolved if we do not hear from you
>> within 120 days.
>>
>> If your issue has not been resolved, you can respond directly to this
>> email. We look forward to working with you again should you need us!
>> Subject
>> Hi there. I am interested in finding out what my options are in getting a
>> refund...
>>
>> Response By Email (Arthur) (04/06/2014 06:36 AM)
>> Greetings!
>>
>> Thank you for contacting The Elder Scrolls Online Team.
>>
>> 1. Select Start -> Control Panel -> Folder Options -> "View" tab.
>> 2. Select "View Hidden Files and Folders." Select Apply and hit Okay.
>> 3. Select Start -> Computer -> C:\Program Files (x86)\Zenimax Online\The
>> Elder Scrolls Online\.
>> 4. Locate the "Depot" subfolder. Copy+Paste this folderto your desktop
>> (Please be advised: copying this folder will duplicate ~30gb. Please make
>> sure you have proper free space on your hard drive.)
>> 5. Once this is complete, go to Start -> Control Panel -> Programs and
>> Features. Remove all of The Elder Scrolls Online-related products.
>> 6. Once finished, delete the "Zenimax Online" folder from Program
>> Files(x86).
>> 7. Locate C:\Users\<Your Username>\AppData\.
>> 8. In \AppData\ please Remove any and all Zenimax Online-related folders
>> in the following subfolders: \Local, \LocalLow, and \Roaming
>> 9. In \Local\Temp\, select all folders and delete them.
>> *Note: some files cannot be deleted due to them still being in use. this
>> is okay! This just means that everything is working as intended.
>> 10. Right-click your Recycle Bin and select "Empty Recycle Bin". Click
>> Confirm on the dialog box.
>> 11. Restart your PC.
>>
>> 12. Visit https://account.elderscrollsonline.com and login using your
>> User ID and password.
>> *Click the "Download PC Client" to download the latest version of the
>> installer.
>> 13. Right-click the Launcher installation file and select "Run As
>> Administrator" to begin the process.
>> *When prompted, make sure to verify the "DirectX" and "VC++" options are
>> selected for installation.
>> 14. Once complete and the Launcher has opened, close it and return to C:\Program
>> Files(x86)\Zenimax Online\The Elder Scrolls Online folder.
>> 15. Rename the"Depot" folder "Depot Backup".
>> 16. Copy+Paste the "Depot" folder from your desktop into the \The Elder
>> Scrolls Online\ folder.
>> 17. Open the Launcher and allow any and all updates to be performed.
>> 18. Once updates are complete, select "Game Options" (under the News category),
>> and "Repair" from the drop-down menu.
>> 19. Allow the repair utility to run.
>> *Once complete, you can finally Press Play on your launcher and login!
>>
>> Thank you for your continued interest and support!
>>
>> Warm Regards,
>> The Elder Scrolls Online Team
>> Customer By CSS Email (ME!) (04/05/2014 12:18 PM)
>> ORIGINAL ISSUE STILL UNRESOLVED
>>
>> but here's the fix that worked for me for the install-button on launcher
>> problem.
>>
>> after the two patches that came out pre-live, I got a repair button for
>> my launcher, let it run played a while, logged, checked on the forums. Went
>> back, had install button. Closed launcher, played a bunch yesterday 4.4,
>> like probably a gross number of hours just running from the .exe. Starting
>> noticing FPS drops of 50% intermittently until finally it seemed to just be
>> a constant thing; went to load launcher.
>>
>> Launcher automatically started the reinstall, but didn't delete my files.
>> I let it do it's thing for a while while I did some research here. I
>> clicked the gear for game options, cancelled the install, selected repair
>> and it downloaded 3.65 megs, verified rest of install, downloaded another
>> 1.6 megs, verified a 4-5 gig chunk, again, and was done with a play button
>> again.
>>
>>
>>
>>
>> On Sat, Apr 5, 2014 at 11:26 PM, ME <
>> my email> wrote:
>>
>>> "i'm not locked out" should be read as "I'm now locked out".
>>>
>>>
>>> On Sat, Apr 5, 2014 at 11:24 PM, ME <
>>> my email> wrote:
>>>
>>>> Look, I'm not literally angry or anything but this wait is getting
>>>> annoying. The longer this takes, the closer I get to just wanting to get
>>>> my money back and walk away, and I know that in the state of Maine that is
>>>> my right. PLEASE just let me know WHAT is going ON, I'm not locked out
>>>> because i figured I'd load the launcher and see if any new patches were
>>>> being pushed, and the damn thing started to AUTOMATICALYL reinstall the
>>>> game. 21 gigs to go.
>>>>
>>>>
>>>> On Sat, Apr 5, 2014 at 9:06 PM, ME <
>>>> my email> wrote:
>>>>
>>>>> Still looking for an answer...
>>>>>
>>>>>
>>>>> On Fri, Apr 4, 2014 at 9:10 PM, ESO English Support <
>>>>> ESO_Help@helpmail.elderscrollsonline.com> wrote:
>>>>>
>>>>>>
>>>>
>>>
>>
>> Customer By CSS Email (Me myself I) (04/05/2014 11:33 AM)
>> "i'm not locked out" should be read as "I'm now locked out".
>>
>>
>> On Sat, Apr 5, 2014 at 11:24 PM, ME <
>> my addy> wrote:
>>
>>> Look, I'm not literally angry or anything but this wait is getting
>>> annoying. The longer this takes, the closer I get to just wanting to get
>>> my money back and walk away, and I know that in the state of Maine that is
>>> my right. PLEASE just let me know WHAT is going ON, I'm not locked out
>>> because i figured I'd load the launcher and see if any new patches were
>>> being pushed, and the damn thing started to AUTOMATICALYL reinstall the
>>> game. 21 gigs to go.
>>>
>>>
>>> On Sat, Apr 5, 2014 at 9:06 PM, Me <
>>> My email> wrote:
>>>
>>>> Still looking for an answer...
>>>>
>>>>
>>>> On Fri, Apr 4, 2014 at 9:10 PM, ESO English Support <
>>>> ESO_Help@helpmail.elderscrollsonline.com> wrote:
>>>>
>>>>>
>>>
>>
>> Customer By CSS Email (ME!) (04/05/2014 11:25 AM)
>> Look, I'm not literally angry or anything but this wait is getting
>> annoying. The longer this takes, the closer I get to just wanting to get
>> my money back and walk away, and I know that in the state of Maine that is
>> my right. PLEASE just let me know WHAT is going ON, I'm not locked out
>> because i figured I'd load the launcher and see if any new patches were
>> being pushed, and the damn thing started to AUTOMATICALYL reinstall the
>> game. 21 gigs to go.
>>
>>
>> On Sat, Apr 5, 2014 at 9:06 PM, my real name <email addy>
>> wrote:
>>
>>> Still looking for an answer...
>>>
>>>
>>> On Fri, Apr 4, 2014 at 9:10 PM, ESO English Support <
>>> ESO_Help@helpmail.elderscrollsonline.com> wrote:
>>>
>>>>
>>
>> Customer By CSS Email (ugh) (04/05/2014 09:10 AM)
>> Still looking for an answer...
>>
>>
>> On Fri, Apr 4, 2014 at 9:10 PM, ESO English Support <
>> ESO_Help@helpmail.elderscrollsonline.com> wrote:
>>
>>>
>> Response By Email (Luisa) (04/04/2014 09:10 AM)
>> Greetings (me!)!
>>
>> Thank you for contacting The Elder Scrolls Online Team.
>>
>> Please be advised I have transferred this case to the appropriate team.
>> We will be getting back to you shortly via email.
>>
>>
>> Currently, the best way to keep an eye out for upcoming news about The
>> Elder Scrolls Online is to watch our official page and social channels:
>>
>> http://elderscrollsonline.com
>> https://www.facebook.com/ElderScrollsOnline
>> http://www.twitter.com/TESOnline
>> http://plus.google.com/+ElderScrollsOnline
>>
>> Thank you for your continued interest and support!
>>
>> Warm Regards,
>> Luisa
>>
>> The Elder Scrolls Online Team
>> Customer By CSS Web (Me!) (04/04/2014 08:24 AM)
>> Hi there. I am interested in finding out what my options are in getting
>> a refund for this game. I have some concerns about the launch, about the
>> state of the product, about the advertisement of the pre-order I was sold,
>> and about the level transparency and communication coming from (not
>> specifically you, but) Zenimax Online. Not gonna get into specifics, it's
>> most of it is stuff the QA team would've told the Devs about for the past
>> few months.
>>
>> I'd love it if someone could let me know if ZO has formed a specific
>> policy yet. I live in the state of Maine, USA, that has some pretty
>> specific product return laws, if that matters at all in this situation.
>> Question Reference # 140404-014206
>>
>> - Date Created: 04/04/2014 08:24 AM
>> - Date Last Updated: 04/06/2014 06:36 AM
>> - Status: Solved
>>
>>
>>
>
>

otomodachi

Does anyone know? By replying to this email tree will someone go in and put my ticket back to unresolve? Do I have to open a new ticket?

otomodachi

@ZOS_GinaBruno you're the only mod I know on here, sorry to bother you. Please, I just don't want to have to wait another 2 or 3 days. What do I have to do to make sure someone comes back to this ticket? Why was it closed? I had intended to get things figured out before the cut-off today and it feels like the decision is being made for me.

otomodachi

Now the conversation in my gmail account is 3 emails shorter than it was when I posted the body above? How is that even possible? Did ZO somehow unsend their email and my two followups? What is happening here?

otomodachi

On a more positive note- ARTHUR! :P

otomodachi

Hello? Is this forum moderated? WHAT DO I NEED TO DO TO MAKE SURE THIS TICKET IS RE-OPENED?

otomodachi

@ZOS_HugoP I saw you active, can I get some response here? Confused and starting to move on from frustrated to angry.

ZOS_HugoP

Greetings Otomodachi,

Your ticket has been re-opened for further investigation.

Rellimniets

Glad you all reopened his ticket, now get to work and get my problem fixed with the return of my rewards for pre purchase, Its been 7 days and no answers.

otomodachi

Thank you.

Terroni

Typical ZOS, have to spam them 8-12 times to get a response.

otomodachi

It's just that the volume of traffic means you need to hunt down a mod name and tag them in your post, if you want a real response. There are too many threads opening too requently to keep your thing at the top page, and I dunno how I'd approach triage-ing the threads on this forum TBH.

otomodachi

@ZOS_HugoP FYI it'd APPEAR that, when you re-open a ticket, it still needs input from me to get noticed, as noone touched the ticket until almost 6pm, literally 3 minutes after I fired off an email in reply to the email chain to see if anyone was still there.