Maintenance for the week of May 18:
· [COMPLETE] NA megaservers for maintenance – May 18, 4:00AM EDT (8:00 UTC) - 9:00AM EDT (13:00 UTC)
· [COMPLETE] EU megaservers for maintenance – May 18, 8:00 UTC (4:00AM EDT) - 13:00 UTC (9:00AM EDT)
· [COMPLETE] NA megaservers for maintenance – May 18, 4:00AM EDT (8:00 UTC) - 9:00AM EDT (13:00 UTC)
· [COMPLETE] EU megaservers for maintenance – May 18, 8:00 UTC (4:00AM EDT) - 13:00 UTC (9:00AM EDT)
Suggestion for customer service/communication improvement
Saerydoth
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I don't want this thread to be buried by a bunch of complaining, so please if you reply, make it constructive.
The method support uses to communicate right now is far from ideal. Basically, if they need anything from you, they email you, and you reply to the email. For things like, account issues, this presents an issue.
Phishers are going to copy these emails, spoof the from and reply-to addresses, and get people's information. Yes, phishing emails are going to be sent out regardless, but right now we can't say "Zenimax will not ask for this type of information in an email". Since they can't say that, we can't automatically say that all emails that ask for information are phishing. The tech savvy of us can look at the headers and see if it's from Zenimax or not, but a large percentage of people don't know how to do this.
I believe what needs to be done is, there needs to be a section in the account part of the site, where we can view tickets we've submitted, and add to them if necessary. So if they ask for information, you will get an email "your ticket has been updated", then you log into the site, and provide the information in the ticket itself. This would be a much better system, and it would also help stop people from submitting multiple tickets on the same issue, because right now there is no way for us to check the status of them. I believe this would also significantly improve the communciation from support.
Edited by Saerydoth on April 10, 2014 7:37AM The method support uses to communicate right now is far from ideal. Basically, if they need anything from you, they email you, and you reply to the email. For things like, account issues, this presents an issue.
Phishers are going to copy these emails, spoof the from and reply-to addresses, and get people's information. Yes, phishing emails are going to be sent out regardless, but right now we can't say "Zenimax will not ask for this type of information in an email". Since they can't say that, we can't automatically say that all emails that ask for information are phishing. The tech savvy of us can look at the headers and see if it's from Zenimax or not, but a large percentage of people don't know how to do this.
I believe what needs to be done is, there needs to be a section in the account part of the site, where we can view tickets we've submitted, and add to them if necessary. So if they ask for information, you will get an email "your ticket has been updated", then you log into the site, and provide the information in the ticket itself. This would be a much better system, and it would also help stop people from submitting multiple tickets on the same issue, because right now there is no way for us to check the status of them. I believe this would also significantly improve the communciation from support.
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