Waiting Time Phone Support ?

Tiqwah1984

Hi all

Finally i get a number for the Phone Support (didnt test it yet).
Im from switzerland, so it could fast be really expensive to call them (but i dont wonna wait longer for them calling me).

Have someone allrdy used the Support Call? How long did you wait until you get someone at the phone?

Harkrider

If you call them directly, you will be put on hold until an employee can assist you. Otherwise everybody would call them to circumvent waiting times. This is the reason that you're able to set up a phone call, so that you're not stuck waiting on hold for hours.

Although, I remember from your previous post that you never got a reply using this method. If you would be forced to pay long distance charges, then you do not want to call them directly.

Tiqwah1984

well, when i have to wait a hour i have no problem to pay that. Because my first call-me-ticket is 5 days old - and never get a call.
But when i have to wait 2+ hours, then it could be really expensive...

I dont get it when it says on the support page something like "your waiting time will be 1min / a hour etc" and then i fill out the formular and can wait hour for hour, day for day... nobody calling me. So why is there even such a message? Does this only counts for regional people? Do they not call a swiss?

(sry for my english...)

Harkrider

Tiqwah1984 wrote: »

well, when i have to wait a hour i have no problem to pay that. Because my first call-me-ticket is 5 days old - and never get a call.
But when i have to wait 2+ hours, then it could be really expensive...

I dont get it when it says on the support page something like "your waiting time will be 1min / a hour etc" and then i fill out the formular and can wait hour for hour, day for day... nobody calling me. So why is there even such a message? Does this only counts for regional people? Do they not call a swiss?

(sry for my english...)

I'm sorry, but I'm not sure why you never received a response.

My friend and I had to use the phone support option a few days before Early Access started. The 'estimated response time' stated ~20 minutes, but it wasn't until 2 hours later that they finally called her.

@ZOS_HUGOP can we please have some assistance in this matter? @Tiqwah1984 has tried multiple times to set up a phone call to deal with an issue, but has never received any response.

Mujuro

FYI, I just managed to get through about 2 minutes ago with a 30 second wait. They weren't able to provide any meaningful info/update (bank reset bug).

Harkrider

Mujuro wrote: »

FYI, I just managed to get through about 2 minutes ago with a 30 second wait. They weren't able to provide any meaningful info/update (bank reset bug).

Allow me.

The bank issue will be fixed in the next patch, and all missing items will be restored.

JonasLimbartb16_ESO

Also ich habe noch ein Telefonticket offen, darauf warte ich schon seit drei Tagen auf einen Anruf. Bei einem anderen Ticket wurde ich nach ca 1 1/2 Stunden angerufen. Dieser Support-Mensch hat lediglich mein Problem mit mir durchgesprochen und dann gesagt, er könnte nichts machen und gibt dieses an einen GM weiter. Seit 2/3 Tagen warte ich jetzt auf eine Antwort. Ich weiß jetzt schon das ich keine bekommen werde...

Tiqwah1984

Thx Jonas for your information.
So it seems it depends where you life how fast (or IF) you get a call.

Some other germans or swiss people here to share there experience with getting called from ZOS?

Vyndetta

@Tiqwah1984 First of all, I think you are doing great with your English!

Finally, in a few hours, it will be 7 days since I requested they call me. Unfortunately, your best bet is to hope a ZOS mod comes here and flags your post for attention.

Tiqwah1984

thx for the Flowers Vyndetta

I was allrdy in contact with Admins and they allrdy forward my tickets - but nothing happend since then. Last contact from the support was at 11.04. with the mail "we will contact you soon". Well, dont know what "soon" mean in America, but in switzerland soon mean at least in a day.
The second problem with the tickets: this "120 hours -> "problem solved" thing makes me skeptic ... i hope this does not mean "lets hope we dont hear anything from him in the next 120 hours so we can close the ticket"

oxygen_boarderb16_ESO

Just to note, some of the escalation queues are bugged. You'll have to keep calling till you get in a escalated queue that works.

The "request" a call back is like a week wait time if not more.

Tiqwah1984

what exactly you mean with "escalation queues" ? i dont really understand that

Harkrider

Tiqwah1984 wrote: »

what exactly you mean with "escalation queues" ? i dont really understand that

Sometimes, whenever you have an issue, the first employee that responds is not able to help you, and they will need to contact a specialized team that focuses in dealing with the issue you're having. So, to do this, they 'escalate' your ticket to another department that can help you.

However, what @oxygen_boarderb16_ESO has said is that sometimes this does not work, and the ticket never gets escalated. I have no confirmation of this, but I do know that whenever I was told that my ticket was escalated, I never heard back. So it may be true.

Tiqwah1984

Hmm, sounds for me like "escalated" seems to be a other word for "throwing ticket in the wastebasket"

so well, there's nothing more then i can do as waiting and still hoping ...
at last i hope i can cancel my 90 Day Abo when i dont hear something from them. Have to check paypal if there is any function to cancel this.

oxygen_boarderb16_ESO

Tiqwah1984 wrote: »

Hmm, sounds for me like "escalated" seems to be a other word for "throwing ticket in the wastebasket"

so well, there's nothing more then i can do to wait ...
at last i hope i can cancel my 90 Day Abo when i dont hear something from them. Have to check paypal if there is any function to cancel this.

Yeah it definitely feels like it. Basically, Tier 1 support (email, ingame, call) take the front load of most issues. probably around 65-75% of issues can be resolved by them, (reload ui, /stuck, zone out, reloggetc). Basic customer service. If your issue goes above and beyond level 1, tier 1, you have to be sent to another group. The process to send your ticket to the next group up can sometimes become bugged and never make it.

You have to keep calling/contacting and ask for confirmation that someone in Tier2 is working on your ticket. I asked for a history of tickets, most of them don't make it.

Lifacs

I put in the que for a call back with estimated time less than a minute. That was 40 minutes ago. I did call directly 855.296.3170 was on hold for about a minute before a CS rep was on the line.

I called at 8:10 CST, US customer
Just posting what I went through

Tiqwah1984

ok i called them now and have to wait about 10min. Poorly this person couldn't help me and they gave my ticket to a other person who will call me back. I really hope that this person will do that Hope dies last

oxygen_boarderb16_ESO

Tiqwah1984 wrote: »

ok i called them now and have to wait about 10min. Poorly this person couldn't help me and they gave my ticket to a other person who will call me back. I really hope that this person will do that Hope dies last

I would call back before the end of the day and ask to see the progress of the ticket. If they can confirm the ticket made it to Tier2 you should be ok.

Tiqwah1984

ok sounds like a good advice - thx
but funny fact: she not even asked about a ticketnumber... and i got more open tickets ...hmm...

oxygen_boarderb16_ESO

Yeah they have "tag lines" that they use to indicate your important. If you call in enough, you get the same lines over and over. They have been trained with standard Customer Service scripting (all major companies do). No fault to them, they are just doing what their employer wants them to do.