how to get support to reply back to you.

dweaver069

It seems that the only way I can get support to send me any replies for help is to open new request, then reply to there question's, and then I get no more from them, I have support request for 7 days now and they have not replied to any of them after I give them the information that they ask for, what give with that? how am I every going to play the game if they do not respond back to me? what are you suppose to do? there is no other place to ask for help!!

GossiTheDog

Have you been replying to previously open requests?

dweaver069

yes every day without response.

Nyxx

That first response you get from them is normally an automated response. If you really are desperate for help...call them and stay on hold for an hour. You'll get someone.

dweaver069

will try that again, last time I tried it was four hour before I gave up.

Turelus

Remember there is possibly over 2million people playing this game, and a vast majority have submitted tickets so it will take time to get through them.
Try not to create multiple tickets as it only slows the process down for everyone, the reason you didn't get a fast response may have been someone else doing the exact same thing.

dweaver069

thank you for the advise, I tried that at first and 3 tickets have went over the 120 hour time that they give you without a response. What would you do if after 12 days you could not play the game?

Turelus

I would probably cry in a corner.
You should be able to reply directly to any emails they send you regarding a ticket, if you feel you're issues are being ignored or mishandled you can normally (in most other games) as to have it escalated to a senior GM/Cust. Service and get handled faster.

There is a chance a GM/Dev will see this post though and bump you up, I have seen it happen in a few other threads though so I wish you the best of luck.
Just try not to get bumped to far in front of my missing bank slots ticket.

Tuinslang

Just be patience. I got all my questions answered, and it only took 2-3 days.
I mean they have got so many people asking questions that you have to respect them for taking a bit longer, especially in the launch.

After a while when most people will stop questioning, then you will have the best customer support you can imagine.

dweaver069

thanks for the comment. but I have been trying since 03/31/2014 to be able to play the game. I think it would be different if I was playing the game and had issue but I cannot even play the game.

Shanna

Here's what I left in the customer service feedback survey they sent:

The phone representative I called last time was very supportive and followed through with his suggestion to send me an email asking for my proof of purchase in order to forward it to the higher-ups and see about getting me a temporary access code so that I can play while waiting for my physical copy.
The chain stopped there, however, as I have not heard another thing about it since replying with my proof of purchase on 4/8. I have not ever received a return phone call after submitting a request both through the website on 4/7, nor after requesting one after my ineffective phone call placed on 4/7. Furthermore, the email support I requested on 4/7 received an email response that was not helpful, and my reply to the email - which indicated that I would receive further response according to the "if we do not here from you within so many hours" disclaimer - resulted in no further communication from Zenimax. You can improve your service by actually doing what you say you are going to do, and assist customers. I have not been able to play since Sunday, and I am not very enthused about the game at this point.

I'm not as dissed as those waiting for longer to get assistance (only going on 4 days of no play), but sounds like we are getting the same service.

dweaver069

Shanna thanks for the comments, I did receive a reply in the last ten minutes and tried what they ask me but to no avail still not playing, but feeling better with the response that was sent to me. I hope that you will receive some good new from them soon1 thanks again.

dweaver069

last update before I go to sleep. I have received another response telling me they know what is wrong they have to figure out how to repair it. so I am very grateful that I can get this behind me. and will be playing the game soon. I also want to thank support for helping me thru this time of trouble.

Nishka

It's been a week since my first ticket, no help yet.
I've been trying all common things, like new tickets, replying to auto-bot spam, telephone call. I have enough eso letters inbox, bot only the same spam, with no info or help.

Actually it IS true, that new tickets are beeing answered much faster then the old ones, BUT! They are just pulling time, anything at least close to usefull (I've been asked to identify myself) came from an old post.

So I guess spaming new tickets wont do any good.

Oh, and btw, if you spam, they will likely send you lots of promo , offering to express your feelings about support . Wont comment this, just a hint.

shadyjane62

Am now waiting 3 days for a phone call have gotten numerous useless replies from computers and no help. since security patch i am locked out at login due to ISP address change. They send a code that never works 15 times now it hasn't work. Same thing happening to husband. I have asked for a full refund. But naturally no word yet from a real person.

gerudo_bb16_ESO

I need help, can't use my ult. it do not charge. I do not know what it is and I try to logg on and of 5 times. pleas help me