No customer support = cancelled subscription

moondoggy

I had experienced a bug during the end of early access where one of my toons was not assigned to my home campaign which sucked because it was my highest level one and the one I intended to pvp with so I submitted the issue in-game and by that point via email was the only option to send it.

I got the typical automated email a couple hours later saying that if I did not respond to that email they would assume my issue was fixed. So I responded to the email to say that it obviously wasn't fixed since they haven't even helped/talked to me yet.

2 days later I get the same email saying if I don't respond they assume it is fixed and will close the ticket in 120 days..I just let it go for a couple days and nothing.So I just deleted my toon and started over. A few days later (a week after I first asked for help) I get 20 emails in 30 mins from them with the same automated response.

Their email bot is not cutting it for customer support and a real person needs to actually read the ticket submitted...I know they are bombarded with complaints right now but umm...it is to be expected and they still need to follow up. Sorry but you guys dropped the ball like I just dropped the subscription.

Rondros

It took me a few tickets but they eventually fixed my forum access. I am sure if you open a second ticket and detail your problem, someone will eventually get to it. It's hard for customer support since hundreds and thousands of people are making tickets for help with either complex matters that cannot be solved any other way or for trivial matters that don't even require a ticket. The trivial matters take up ticket slots which in turn slow down tickets that really are genuine. So hang in there and keep trying. They answered my ticket within 48 hours and they fixed the problem 24 hours after that. Now that's not a bad response time. I remember waiting 2 weeks for Blizzard to answer my WoW ticket.

moondoggy

But see I understand that hundreds of tickets are being submitted and I don't want to add to that number by submitting another one for the same ticket that hasn't been fixed or addressed to begin with. That is not the right way to do it in my eyes. Like I said after a week of automated emails saying if I don't respond AFTER I had already responded I just gave up and deleted the bugged toon. Now I would just like them to stop spamming my email box with the same email that doesn't accomplish anything apparently.

Rondros

You definitely need GM help. It's not nice when 1 problem turns into 10. It can be overwhelming. My experience with customer support has been top rate. I couldn't get access to the forums and after 2 weeks of trying, I opened a ticket. They replied within 48 hours and they past the case to their web team which inturn gave me forum access with a username and password. What they need to do is sort out a reply function for tickets. So if you have anything new to add or want something more urgently, you could then respond/reply to the actual ticket and hopefully get some help. I get your frustrated. I think I would be too. Just give them some time or open a second ticket explaining all your old problem and then your new ones. I did that and it got answered quicker.

moondoggy

My main point with this thread is not even to get help anymore. I already said I deleted the bugged toon once I realized it would be days before I got help. Now it's more about their automated system that just randomly sends you an email saying they are going to close the ticket unless you respond to it. I DID respond to it the first time over a week ago and I still get the same automated email every few days on top of the zenimax support bot meltdown last night of 20 of them spread 1 minute apart...Hell, I love the game but I cancelled my active account till I get a better idea of where this game is going with developers lol.

joshisanonymous

My experience with customer service has been quite good, even though my particular problem hasn't been fixed. I'm pretty sure they're not using automated responses at all anyway, so your experience is a bit puzzling. Boiler plates for common issues maybe, but not automated responses.

byghostlightrwb17_ESO

moondoggy wrote: »

I had experienced a bug during the end of early access where one of my toons was not assigned to my home campaign which sucked because it was my highest level one and the one I intended to pvp with so I submitted the issue in-game and by that point via email was the only option to send it.

I got the typical automated email a couple hours later saying that if I did not respond to that email they would assume my issue was fixed. So I responded to the email to say that it obviously wasn't fixed since they haven't even helped/talked to me yet.

2 days later I get the same email saying if I don't respond they assume it is fixed and will close the ticket in 120 days..I just let it go for a couple days and nothing.So I just deleted my toon and started over. A few days later (a week after I first asked for help) I get 20 emails in 30 mins from them with the same automated response.

Their email bot is not cutting it for customer support and a real person needs to actually read the ticket submitted...I know they are bombarded with complaints right now but umm...it is to be expected and they still need to follow up. Sorry but you guys dropped the ball like I just dropped the subscription.

did you read the whole message? because on their emails for some reason their comments and help are below that big part telling you "assumed its fixed" paragraph. I didnt notice the first few times I got an email, then kicked myself.

I don't get threads like this, you could help them improve their service or report a massive bug so it doesn't happen to other people.

mattias.snakeb16_ESO

I've had about 12 tickets for various issues and they've all been fixed and I've been more than adequately compensated for my issues so I can't anything but disagree with your opinion on the quality of their support.

AntiParadox

mattias.snakeb16_ESO wrote: »

I've had about 12 tickets for various issues and they've all been fixed and I've been more than adequately compensated for my issues so I can't anything but disagree with your opinion on the quality of their support.

Man, if that is the case - and I say this with all sincerity - then you are one lucky duck! 'Cause there's a whole lotta people (myself included) that are still waiting to catch a break; whether it is a response of any kind, or a rep who actually comprehends the problem, or just an end to all the hoops and red tape.

moondoggy

byghostlightrwb17_ESO wrote: »

moondoggy wrote: »

I had experienced a bug during the end of early access where one of my toons was not assigned to my home campaign which sucked because it was my highest level one and the one I intended to pvp with so I submitted the issue in-game and by that point via email was the only option to send it.

I got the typical automated email a couple hours later saying that if I did not respond to that email they would assume my issue was fixed. So I responded to the email to say that it obviously wasn't fixed since they haven't even helped/talked to me yet.

2 days later I get the same email saying if I don't respond they assume it is fixed and will close the ticket in 120 days..I just let it go for a couple days and nothing.So I just deleted my toon and started over. A few days later (a week after I first asked for help) I get 20 emails in 30 mins from them with the same automated response.

Their email bot is not cutting it for customer support and a real person needs to actually read the ticket submitted...I know they are bombarded with complaints right now but umm...it is to be expected and they still need to follow up. Sorry but you guys dropped the ball like I just dropped the subscription.

did you read the whole message? because on their emails for some reason their comments and help are below that big part telling you "assumed its fixed" paragraph. I didnt notice the first few times I got an email, then kicked myself.

I don't get threads like this, you could help them improve their service or report a massive bug so it doesn't happen to other people.

Why yes I did read the whole message. Thanks for asking. It is the same as it was during the PTS. And the message that was below the first one is as follows "
Greetings Adventurer,

We wish to apologize that it has taken such a long time to respond to your request for help. We are deeply sorry that we have not met our expectation of responding to you in a timely manner to aid in resolving your issue.
We have recently pushed through some updates which we believe has resolved most of our customers’ current issues. If you are still experiencing an issue that has not been resolved by our recent fixes, please feel free to respond back so that we can target your trouble directly and help you more efficiently. We value all of our players and wish to address your issue so that you can travel the wilds of Tamriel.

Sincerely,
The Elder Scrolls Online Team"

That was sent to me 20 times last night between 9:30 and 10:00 pm. Also by the same "customer support agent" Paulson.

moondoggy

mattias.snakeb16_ESO wrote: »

I've had about 12 tickets for various issues and they've all been fixed and I've been more than adequately compensated for my issues so I can't anything but disagree with your opinion on the quality of their support.

Actually I did not even express my opinion, only my experience. Albeit may be the same (poor), that is not what I said nor my point but thanks for the comment. I haven't even actually had a "real" response to my problem. Just 22 automated ones. Oh btw I forgot to add this one that came with 2nd email AND the next 19 after that

"Response By Email (Rui) (04/06/2014 02:46 PM)
Greetings, Jason!

Thank you for contacting The Elder Scrolls Online Team.

First of all, we are sorry that you found a Daedric glitch, despite our best efforts to eradicate them.
Your report has been forwarded to our Imperial College, that will give it their utmost attention.
Molag Bal's intent must be thwarted and for that you have to be able to be at full power in your quests!

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!
May your path be blessed with glory!

Warm Regards,
Rui D
The Elder Scrolls Online Team"

So Rudi and Paulson are my personal CS agents and only say the same thing over and over no matter what I type.

atwon23

This is a thread ive seen pop up on multiple forums in regards to receiving the same response upteen times from a CS agent. And it sticks out to me because they all involved the same agent named Paulson.

moondoggy

I know my thread sounds like I'm super pissed maybe and trying to degrade the game/company but that's not even it. I have played EQ,WoW, and GW's since the beginning and never raged quit nor posting something like that in a forum. I just didn't know any other way to express my feelings on my experience to them other than on here since what I typed via email to "CS" got no response. I just feel like maybe it's too much for them and maybe they need to staff more! This is really just a heads up from someone who NEVER complains lol.

Vlas

@moondoggy dont listen to these others. I cant call them what they are, because apparently doing so is a violation of some sort, even though they are clearly being passive aggressive in order to incite anger and get you to post something you shouldnt.

These forums really need an ignore post function, and the moderators really need to remove unhelpful posts that give passive aggressive responses.

But yes, their whole support structure and system are so terrible that there is a feeling of helplessness and pointlessness in even engaging or interacting with the ZOS team.

I had to skirt the edges of their TOS just to get someone to respond to me, and even that just to get them to tell us "we are making a list of bugs"...

jamesharv2005ub17_ESO

Oh ya blackmail always works.

Vlas

jamesharv2005ub17_ESO wrote: »

Oh ya blackmail always works.

Truth isnt blackmail and I have followed through with all of my warnings to ZOS.

As a consumer, this is our only avenue of recourse to the experience we have had to endure.

moondoggy

Not sure what all you guys are talking about and not worried about all that lol. Like I said I don't normally post and never anything negative but so far it has been very dismal with my experience. Maybe it's been better for others (they had to have actually talked to someone) but I've been one of the unlucky ones I guess.