Maintenance for the week of March 9:
• NA megaservers for patch maintenance – March 9, 4:00AM EDT (8:00 UTC) - 12:00PM EDT (16:00 UTC)
• EU megaservers for patch maintenance – March 9, 8:00 UTC (4:00AM EDT) - 16:00 UTC (12:00PM EDT)
• ESO Store and Account System for maintenance – March 11, 9:00AM EDT (13:00 UTC) - 1:00PM EDT (17:00 UTC)
• NA megaservers for patch maintenance – March 9, 4:00AM EDT (8:00 UTC) - 12:00PM EDT (16:00 UTC)
• EU megaservers for patch maintenance – March 9, 8:00 UTC (4:00AM EDT) - 16:00 UTC (12:00PM EDT)
• ESO Store and Account System for maintenance – March 11, 9:00AM EDT (13:00 UTC) - 1:00PM EDT (17:00 UTC)
What I'd like to see ZOS do
Endolith
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Yeah, fix the bugs, etc., that goes without saying. But those things take time to troubleshoot and fix. I get that. I like the game, and I've been in enough MMO launches to know it can be a real nightmare sometimes, so none of this astounds me. I'll ride it out, with the understanding that they'll get the problems sorted out.
But the biggest thing ZOS could do, in my opinion, is also one of the easiest - get some decent customer service. As I said above, I've been in a lot of MMO launches, and this is by far the worst customer service interaction that I have experienced personally.
Part of it is due to lack of communication with the customer base, although I have to say I've seen that before and I'm not entirely surprised (though I am disappointed). But sending cut-and-paste auto-replies to tickets where it is clear the customer service rep didn't even read the ticket (and that's happened in every ticket I've sent in this game) really twists the knife a bit. People are already frustrated with the bugs and other problems, as MMO players often are with a launch, but ZOS' tone-deaf response (or lack of) to complaints about their customer service just makes things worse. It makes no sense, because it's such an easy thing to address.
I realize they're swamped with tickets. Personally, I'd rather get a response that says "Hey, we're swamped with tickets. We haven't made it to yours yet, but we're working as fast as we can" than a generic cut-and-paste reply that says "Sorry for your problem, try X, Y, and Z" (where X, Y, and Z are all things I actually stated in the ticket as having already tried, and that failed to resolve the issue. Yes this happened in each of my tickets as well).
I don't want a refund; I don't want free game time; I don't want ridiculous amounts of gold or items as 'compensation' for my inconvenience. I just want ZOS customer service to act like they actually care about their customer base and want to help them.
Make your customers feel like you respect their time and the fact that they bought the game when you interact with them.
PS: This is not a "I'm unsubbing" post or a "I hate ESO" post. I like the game. I plan to continue my subscription. I think when they get it all sorted it will be well worth it. But even the most ardent fan of the game can't excuse ZOS customer service. It's that bad.
PPS: Shout out to "Katarina," who is one customer service rep who has been very pleasant and helpful via email.
Edited by Endolith on April 14, 2014 6:04AM But the biggest thing ZOS could do, in my opinion, is also one of the easiest - get some decent customer service. As I said above, I've been in a lot of MMO launches, and this is by far the worst customer service interaction that I have experienced personally.
Part of it is due to lack of communication with the customer base, although I have to say I've seen that before and I'm not entirely surprised (though I am disappointed). But sending cut-and-paste auto-replies to tickets where it is clear the customer service rep didn't even read the ticket (and that's happened in every ticket I've sent in this game) really twists the knife a bit. People are already frustrated with the bugs and other problems, as MMO players often are with a launch, but ZOS' tone-deaf response (or lack of) to complaints about their customer service just makes things worse. It makes no sense, because it's such an easy thing to address.
I realize they're swamped with tickets. Personally, I'd rather get a response that says "Hey, we're swamped with tickets. We haven't made it to yours yet, but we're working as fast as we can" than a generic cut-and-paste reply that says "Sorry for your problem, try X, Y, and Z" (where X, Y, and Z are all things I actually stated in the ticket as having already tried, and that failed to resolve the issue. Yes this happened in each of my tickets as well).
I don't want a refund; I don't want free game time; I don't want ridiculous amounts of gold or items as 'compensation' for my inconvenience. I just want ZOS customer service to act like they actually care about their customer base and want to help them.
Make your customers feel like you respect their time and the fact that they bought the game when you interact with them.
PS: This is not a "I'm unsubbing" post or a "I hate ESO" post. I like the game. I plan to continue my subscription. I think when they get it all sorted it will be well worth it. But even the most ardent fan of the game can't excuse ZOS customer service. It's that bad.
PPS: Shout out to "Katarina," who is one customer service rep who has been very pleasant and helpful via email.
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