Maintenance for the week of May 4:
• PC/Mac: No maintenance – May 4
• PC/Mac: No maintenance – May 4
Improved understanding=reduced anxiety
Customer Service is currently experiencing a very large work load. Many can attest to the fact that there are long resolution times to solve problems and that during this time the clients are largely kept in the dark. This can only increase the frustration that they may experience and is, overall, detrimental to the Elder Scrolls Brand.
It does not help consumer confidence when discussions that are attempting to find resolution in the absence of communication are closed in record time (~20min) while the resolution of problems persists for many days.
However, it is understandable that there are positions that arise out of the need to moderate communications. One would only hope that they would also facilitate the development and dissemination of information that would help alleviate the problems that so many are encountering or at least assuage their concerns.
Suggestion:
Please, post some official announcements concerning the particular types of problems that clients are encountering and the process that Customer Service is following to resolve the problems. It may also be helpful to post some statistics of the function of customer service so that there can be a deeper appreciation for their efforts and greater understanding of the wait times. Greater insight would be conducive to attenuating expectations.
Best Regards
It does not help consumer confidence when discussions that are attempting to find resolution in the absence of communication are closed in record time (~20min) while the resolution of problems persists for many days.
However, it is understandable that there are positions that arise out of the need to moderate communications. One would only hope that they would also facilitate the development and dissemination of information that would help alleviate the problems that so many are encountering or at least assuage their concerns.
Suggestion:
Please, post some official announcements concerning the particular types of problems that clients are encountering and the process that Customer Service is following to resolve the problems. It may also be helpful to post some statistics of the function of customer service so that there can be a deeper appreciation for their efforts and greater understanding of the wait times. Greater insight would be conducive to attenuating expectations.
Best Regards
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