Banned accounts get 16 hour resolution, my issue? 4 days... still no response

Vlas · April 2014

I am serious ZOS... why am I seeing other people get resolved with NO RESPONSE to my ticket besides the auto response?

GossiTheDog · April 2014

Because you have an issue with one quest. Other people can't play.

Zenimax have responded to the quest you're talking about ( but not your ticket) saying they are unable to move people stuck at that stage of quest to next stage at this time. They are working to fix the quest.

Vlas · April 2014

GossiTheDog wrote: »

Because you have an issue with one quest. Other people can't play.

Zenimax have responded to the quest you're talking about ( but not your ticket) saying they are unable to move people stuck at that stage of quest to next stage at this time. They are working to fix the quest.

I cant play the full content either. I have also not seen this response you are talking about. Care to show it?

If they have, why havent they responded to my ticket? I mean 16 hour resolution time for them... me, nothing.

Hyperventilate · April 2014

You stated in your other thread that you did not accept the answer that was given from official sources.

Just because you don't like the answer does not mean you did not get one.

There is no fix right this moment. You need to be patient.

Vlas · April 2014

Hyperventilate wrote: »

You stated in your other thread that you did not accept the answer that was given from official sources.

Just because you don't like the answer does not mean you did not get one.

There is no fix right this moment. You need to be patient.

What official sources? I have yet to see ANY official source, or even a courtesy human reply to my tickets.

The other thread was your conjecture, not an official source.

Aldarund · April 2014

Well obviously their issue got 16 hour resolution because its
1) Higher priority than just a bugged quest
2) Its what they can do. Fixing bugged quest means changing server\client code for all players, which in not easy and requires a time.

GossiTheDog · April 2014

Vlas, from one of the ZOS_ here:

"We are currently experiencing some issues with this quest line you are dealing with in particular. The bad news is that we are not able to force your quest forward or abandon the quest line for you. At this time, please move to other areas to do other quest areas until we get a fix put in. I have personally sent a ticket into our quest folks for this issue. I will reply back to you when we get a fix so you will be notified as soon as we have something available to get you going on this quest line.

I completely understand your frustration with not being able to do this section of the game right now and will work to get it resolved quickly. While not the most optimal solution, you can try starting a new character in a different faction if you don't want to go past that quest point on your current character or see if there are any other quests that are in the region that you still can do. Don't forget to explore the random buildings around as sometimes they have loot and hidden questlines.

I will update you when we have more information in this ticket.

I have closed out your other tickets (so you might receive some closed notifications). I'll be handling your bug ticket for this quest (Castle of the Worm) after this point."

Hyperventilate · April 2014

There you go. Now you have your official source. Maybe not to your specific ticket, but a source nonetheless.

Vlas · April 2014

That isnt my quest...

Fenbrae · April 2014

People being unable to play are more improtant than a bugged quest. At least you can do other things in the game. Other people can't even log in. Please, think of others before you start blaming the team. That's kind of selfish.

Fatzoo · April 2014

Replace the name of the quest with yours while reading and voila! There's your official response...

Vlas · April 2014

Fenbrae wrote: »

People being unable to play are more improtant than a bugged quest. At least you can do other things in the game. Other people can't even log in. Please, think of others before you start blaming the team. That's kind of selfish.

You know what is selfish? Taking $70 and not giving a *** about your playerbase....

You know what else is selfish? MY ISSUE HAPPENED BEFORE THE BAN ISSUE STARTED... Yet NO *** RESPONSE.

Aldarund · April 2014

Vlas wrote: »

Fenbrae wrote: »

People being unable to play are more improtant than a bugged quest. At least you can do other things in the game. Other people can't even log in. Please, think of others before you start blaming the team. That's kind of selfish.

You know what is selfish? Taking $70 and not giving a *** about your playerbase....

You know what else is selfish? MY ISSUE HAPPENED BEFORE THE BAN ISSUE STARTED... Yet NO *** RESPONSE.

Omg. Do you understand that ban issues is that what they can do fast, and your issue is that cant be done fast. Can you understand such simple fact?

Vlas · April 2014

Fatzoo wrote: »

Replace the name of the quest with yours while reading and voila! There's your official response...

As someone from the IT community, I know it isnt OFFICIAL until they ACKNOWLEDGE IT SPECIFICALLY...

Ever try applying a fix for something that isnt your exact issue? Try it... then try it in a server environment...see what happens.

They cant even fulfill their customer service roll of CUSTOMER SERVICE.

Fatzoo · April 2014

As someone with common sense, I would realize judging from the size of the playerbase that the same issue I'm facing have already been reported numerous of times. To be honest. If you used the same tone in your ticket as you're using here I don't blame them if they are intentionally making you wait (which I doubt).
You will get your response eventually, but understand there are issues with higher priority at the moment.

Aldarund · April 2014

Well i think if you create more threads and make letters even bigger that will help you get a response.
Also i dont understand what are you waiting from response? Its obvious you are not only one with this bug, and they know about it. And will fix sometime. YOu want them to copy paste you answer above?

Vlas · April 2014

Fatzoo wrote: »

As someone with common sense, I would realize judging from the size of the playerbase that the same issue I'm facing have already been reported numerous of times. To be honest. If you used the same tone in your ticket as you're using here I don't blame them if they are intentionally making you wait (which I doubt).
You will get your response eventually, but understand there are issues with higher priority at the moment.

I didnt and I have repeatedly said I haven been patiently waiting for an acknowledgement for 4 days.

My patience is done, I dont care what any of you think at this point about my patience. None of you have offered anything worthwhile, including ZOS. It is apparent ZOS is allowing a toxic community to fester and are allowing people who are attempting to help to fall by the wayside.

So it is clear what needs to be done.

Vlas · April 2014

Aldarund wrote: »

Well i think if you create more threads and make letters even bigger that will help you get a response.
Also i dont understand what are you waiting from response? Its obvious you are not only one with this bug, and they know about it. And will fix sometime. YOu want them to copy paste you answer above?

Its obvious? Because I am the only one with the specific Issue I am having that i have seen.

I am sick of this communities lack of caring and terrible responses, not to mention ZOS's.

Being patient was the wrong move, being loud was the wrong move, creating a ticket was the wrong move. I guess I just need to delete my character and start over, but *** that... Im not doing that.

Saerydoth · April 2014

There's a BIG difference in priority between "this quest is broken" and "I can't log into the game at all". That's why. They are working to fix the quest. It is not possible at this time for them to "fix" your character so you can progress in that quest chain until they fix the quest itself. But you can still play the game. You can explore, or craft, or level an alt, or grind mobs for gold, or do dungeons, or whatever. The people that were banned *cannot log into the game at all*. You should definitely see why that should have a priority.

Vlas · April 2014

Saerydoth wrote: »

There's a BIG difference in priority between "this quest is broken" and "I can't log into the game at all". That's why.

There is a BIG courtesy in RESPONDING to my issue...

your excuse does not offer a reason for that.

Aldarund · April 2014

Saerydoth wrote: »

There's a BIG difference in priority between "this quest is broken" and "I can't log into the game at all". That's why.

And its not only in priority. And its a BIG difference in the easiness of fixing between banned account and broken quest.

Saerydoth · April 2014

Vlas wrote: »

Saerydoth wrote: »

There's a BIG difference in priority between "this quest is broken" and "I can't log into the game at all". That's why.

There is a BIG courtesy in RESPONDING to my issue...

your excuse does not offer a reason for that.

But the quest itself is broken. There is nothing they can do for you on an individual basis. They have to fix the quest for everyone, which involves server-side code and (possibly) a client patch. And the devs are working on that. And that is a different team from the one that is un-banning people that are banned.

The tickets may all be submitted to the same place, but they do not all go into the same pool. There are different teams for different things. Them unbanning people mistakenly banned in no way takes any time from the people working on the quest issues (the devs).

When quest issues like this happen in an MMO, there isn't anything that they can do for individual players. GM's cannot just magically complete the quest for you, if it's broken. The developers have to fix the underlying issue so it is possible to complete the quest.

Ganshor · April 2014

Heck I can't even get on to get banned or have a quest broken....I'd enjoy getting to see what it looks like in game...

epoling · April 2014

You do realize that they have thousands of people with issues right now. Yours isn't the only one. Kicking and screaming like a five year old isn't going to do any good. Go get some fresh air, pet a puppy and talk to a beautiful woman / man (your choice). Get some perspective. Your quest will get unbugged once they can figure out the problem. Your life isn't going to end if it takes a few days. Honestly, not being mean or heartless. Life is too short for a bugged quest to be taking this kind of toll on you.

If you simply must play Elder Scrolls right now, many people have pointed out that you can just go do something else. Alts need to be made!!! Crafting needs to be done!!! Other quests need to be accomplished!!!

Blank83 · April 2014

Blizzard at least got back with me with a few hours and actually resolved my problems. It has been a few days now for me and ZOS still hasn't even contacted me. Now I'm just sitting here not being able to play because I can't set up a subscription because they never sent me my code that I'm suppose to receive when I first log on. I was hoping to finally retire from WoW. Apparently I'm not meant to leave that game. ZOS doesn't even want me to play this game. They are forcing me back to WoW

Soothy · April 2014

Blank83 wrote: »

Blizzard at least got back with me with a few hours and actually resolved my problems. It has been a few days now for me and ZOS still hasn't even contacted me. Now I'm just sitting here not being able to play because I can't set up a subscription because they never sent me my code that I'm suppose to receive when I first log on. I was hoping to finally retire from WoW. Apparently I'm not meant to leave that game. ZOS doesn't even want me to play this game. They are forcing me back to WoW

They are forcing you? At gunpoint? You have no willpower to leave WoW yourself?
You can't compare two services without the circumstances being similar. Are you saying Blizzard resolved your issue at the World of Warcraft launch and it was exactly the same issue as you're experiencing at the ESO launch?

Vlas · April 2014

Saerydoth wrote: »

Vlas wrote: »

Saerydoth wrote: »

There's a BIG difference in priority between "this quest is broken" and "I can't log into the game at all". That's why.

There is a BIG courtesy in RESPONDING to my issue...

your excuse does not offer a reason for that.

But the quest itself is broken. There is nothing they can do for you on an individual basis. They have to fix the quest for everyone, which involves server-side code and (possibly) a client patch. And the devs are working on that. And that is a different team from the one that is un-banning people that are banned.

The tickets may all be submitted to the same place, but they do not all go into the same pool. There are different teams for different things. Them unbanning people mistakenly banned in no way takes any time from the people working on the quest issues (the devs).

When quest issues like this happen in an MMO, there isn't anything that they can do for individual players. GM's cannot just magically complete the quest for you, if it's broken. The developers have to fix the underlying issue so it is possible to complete the quest.

Stop making up excuses... I am tired of fanbois doing this. You have no clue what is going on because ZOS isnt talking.

Vlas · April 2014

Blank83 wrote: »

Blizzard at least got back with me with a few hours and actually resolved my problems. It has been a few days now for me and ZOS still hasn't even contacted me. Now I'm just sitting here not being able to play because I can't set up a subscription because they never sent me my code that I'm suppose to receive when I first log on. I was hoping to finally retire from WoW. Apparently I'm not meant to leave that game. ZOS doesn't even want me to play this game. They are forcing me back to WoW

Yeah, this exactly. ZOS has made it clear they do not want people as customers.

GossiTheDog · April 2014

WoW went offline in 2005 for four days. And the 2004 launch was funnier than that. It wasn't also so smooth sailing.

The core issue here is that Zenimax Support need to significantly improve communication around issues. There are several broken quests, and they need tickets grouping together and replying with a universal line. ("We're working on this for a future patch, we will keep you updated").

Customers also need to understand it's ZOS's first title, they're a new company, it's a new support team on a new game with a new game engine and it's launch week. There are clearly support issues, the phone wait time is into double digit hours now, so if you have a problem you're in for a wait. I doubt anybody is happy with that situation and I've no doubt it will improve.

Midgardian · April 2014

Blank83 wrote: »

Blizzard at least got back with me with a few hours and actually resolved my problems. It has been a few days now for me and ZOS still hasn't even contacted me. Now I'm just sitting here not being able to play because I can't set up a subscription because they never sent me my code that I'm suppose to receive when I first log on. I was hoping to finally retire from WoW. Apparently I'm not meant to leave that game. ZOS doesn't even want me to play this game. They are forcing me back to WoW

Yes, because Blizzard customer service has never taken a long time. Anecdote win!

Vlas · April 2014

If you wish to compare Blizzards customer support, they actually have an in game ticket system with tracking as well as GMs in game that can assist with broken quest issues, etc.

I have not played WoW for a long time, but they had customer support that actually responded in a timely manor, and by timely, I mean within 4 hours... 4 days of nothing is NOT customer support.