Ticket # 140405-014312
Maintenance for the week of March 24:
• PC/Mac: NA and EU megaservers for patch maintenance – March 24, 4:00AM EDT (8:00 UTC) - 10:00AM EDT (14:00 UTC)
• Xbox: NA and EU megaservers for patch maintenance – March 26, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
• Playstation®: NA and EU megaservers for patch maintenance – March 26, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
• PC/Mac: NA and EU megaservers for patch maintenance – March 24, 4:00AM EDT (8:00 UTC) - 10:00AM EDT (14:00 UTC)
• Xbox: NA and EU megaservers for patch maintenance – March 26, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
• Playstation®: NA and EU megaservers for patch maintenance – March 26, 6:00AM EDT (10:00 UTC) - 12:00PM EDT (16:00 UTC)
scruffycavetroll
✭✭✭
Names changed to protect innocent.
Subject
restoration of promotional monkey & Mara Scroll collectors edition item.
Response By Email (Conell) (04/05/2014 09:52 AM)
Greetings anonymous player
Thank you for contacting the Elder Scrolls Online Customer Support Team.
We are currently aware of the issue you are facing, we are trying our best to restore these Items.
I understand you have had this issue for some time and would like to apologise that it has not been resolved as of yet.
What I can suggest you do is supply us with the following information.
the character you have deleted/ want the items restored to.
What items have been deleted.
-User ID
-Date of Birth
-Secret answer
Once we have this information I will escalate your issue to our specialist team.
I will also close any other tickets you have with us regarding this so as to avoid confusion. Please respond only to this mail.
If I can assist you with anything further please do not hesitate to contact me again.
Divines guide you, friend!
Conor
The Elder Scrolls Online Team
Customer By CSS Web anonymous) (04/05/2014 08:49 AM)
restoration of promotional monkey & Mara Scroll collectors edition item.
replied the same day with the information requested.
4 days later I have not heard anything,
Sent today:
is this any closer to being resolved?
I am considering not renewing my sub at the end of my free time, I know there are bigger issues that need attention, however, this issue has been ongoing for over 7 days and seems like an easy one to correct to move on to the bigger problems.
I am disappointed in the time it has taken to respond and the 'canned' responses i have been getting up until this most recent reply. I am also considering calling my bank and disputing the charge, as the mara scrolls should have been delivered again once i entered my collectors edition code when the game went live. as part of the service / product not being delivered or corrected due to the deletion, the bank will side with me, and I will have a free game. I don't want it to come to that, as I want to support the product however, the support being what it has been for a minor issue is pushing me to that.
Please restore these two items so I can enjoy the game (as I do enjoy it, but this is starting to become a hassle I feel like not dealing with over something minor), and this issue can be closed and bigger fish fried.
thank you for your time.
[end]
I acknowledge the mistake in deleting, however notification as to how those should be handled wasn't the best, and the notifications to not delete / move to bank popped up on that Sunday only AFTER all the damage had been done and thousands of people deleted them.
All i'm asking for is those 2 emails with the items be resent, or have the divines just put them into the inventory of the character I've asked, then I'm happy, everyone's happy, and we all can move forward happily!
Edited by scruffycavetroll on April 9, 2014 1:29PM Subject
restoration of promotional monkey & Mara Scroll collectors edition item.
Response By Email (Conell) (04/05/2014 09:52 AM)
Greetings anonymous player
Thank you for contacting the Elder Scrolls Online Customer Support Team.
We are currently aware of the issue you are facing, we are trying our best to restore these Items.
I understand you have had this issue for some time and would like to apologise that it has not been resolved as of yet.
What I can suggest you do is supply us with the following information.
the character you have deleted/ want the items restored to.
What items have been deleted.
-User ID
-Date of Birth
-Secret answer
Once we have this information I will escalate your issue to our specialist team.
I will also close any other tickets you have with us regarding this so as to avoid confusion. Please respond only to this mail.
If I can assist you with anything further please do not hesitate to contact me again.
Divines guide you, friend!
Conor
The Elder Scrolls Online Team
Customer By CSS Web anonymous) (04/05/2014 08:49 AM)
restoration of promotional monkey & Mara Scroll collectors edition item.
replied the same day with the information requested.
4 days later I have not heard anything,
Sent today:
is this any closer to being resolved?
I am considering not renewing my sub at the end of my free time, I know there are bigger issues that need attention, however, this issue has been ongoing for over 7 days and seems like an easy one to correct to move on to the bigger problems.
I am disappointed in the time it has taken to respond and the 'canned' responses i have been getting up until this most recent reply. I am also considering calling my bank and disputing the charge, as the mara scrolls should have been delivered again once i entered my collectors edition code when the game went live. as part of the service / product not being delivered or corrected due to the deletion, the bank will side with me, and I will have a free game. I don't want it to come to that, as I want to support the product however, the support being what it has been for a minor issue is pushing me to that.
Please restore these two items so I can enjoy the game (as I do enjoy it, but this is starting to become a hassle I feel like not dealing with over something minor), and this issue can be closed and bigger fish fried.
thank you for your time.
[end]
I acknowledge the mistake in deleting, however notification as to how those should be handled wasn't the best, and the notifications to not delete / move to bank popped up on that Sunday only AFTER all the damage had been done and thousands of people deleted them.
All i'm asking for is those 2 emails with the items be resent, or have the divines just put them into the inventory of the character I've asked, then I'm happy, everyone's happy, and we all can move forward happily!
0
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scruffycavetroll✭✭✭GossiTheDog wrote: »You are best replying to the email or requesting a phone call back.
you know what's funny?
i requested a phone call from support on saturday...that is when I got the email from 'conell'.
i've also had numerous tickets about it, and this one said those will be closed and to keep this one opened, so i've been emailing almost every day to keep it from closing.
I have been enjoying this very much so since getting it, however, it doesn't bode well when simple issues cannot be resolved.
Edited by scruffycavetroll on April 9, 2014 1:35PM0 -
otomodachi✭✭✭scruffycavetroll wrote: »
you know what's funny?
i requested a phone call from support on saturday...that is when I got the email from 'conell'.
i've also had numerous tickets about it, and this one said those will be closed and to keep this one opened, so i've been emailing almost every day to keep it from closing.
Ah HAH!
OK, I can help a little. You might not like hearing this.
From my experience, every time you reply to your support ticket email, it goes to the bottom of the queue as if it were just re-opened.
For me, I was logging the bugs and fixes I'd encountered and it led to a 3 day wait time for a really, really easy request.
Sorry.
But you might need to stop replying to that email.
What do you gain by criticizing a CSR complaint?0 -
scruffycavetroll✭✭✭otomodachi wrote: »
Ah HAH!
OK, I can help a little. You might not like hearing this.
From my experience, every time you reply to your support ticket email, it goes to the bottom of the queue as if it were just re-opened.
For me, I was logging the bugs and fixes I'd encountered and it led to a 3 day wait time for a really, really easy request.
Sorry. But you might need to stop replying to that email.
I'm ok with letting it go a few days, but they close it after 120 hours. i don't want it to get to that point, and hopefully they see an open ticket that's been outstanding and finally decide to fix it.0 -
otomodachi✭✭✭Again, from my experience, it won't get past the 24 hour mark (with no replies from you) without a tier 1 cs rep at least swinging in and giving an inaccurate reply and closing the ticket as resolved. THIS is when you'd want to fire off a reply and re-open the ticket.
This is all hearsay! But it seems like there are some unusual quirks to the ticket system that are causing some of the problems people are having.What do you gain by criticizing a CSR complaint?0 -
scruffycavetroll✭✭✭otomodachi wrote: »Again, from my experience, it won't get past the 24 hour mark (with no replies from you) without a tier 1 cs rep at least swinging in and giving an inaccurate reply and closing the ticket as resolved. THIS is when you'd want to fire off a reply and re-open the ticket.
This is all hearsay! But it seems like there are some unusual quirks to the ticket system that are causing some of the problems people are having.
well, i'll wait it out until what...sunday morning then, and submit another one if i don't hear...today I'll call CHASE and ask about disputing the charge.
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