Worst. Support. Ever.

ndbuddrwb17_ESO

I have a pair of friends, that pre-ordered two Imperial copies of the game. The keys do not work. They've sent many, many emails to Bethesda support now since launch and STILL it hasn't been fixed. The support team don't even appear to bother reading the requests for help. Instead, they just over them, or have some bot pick out key words, and just regurgitate out useless, cookie cutter auto-responses.

10 days now, and heaps of support requests and still they're unable to play the game they've paid *over* $120.00 a piece for. This is, frankly, BS. We all understand that things go wrong, fine, but 10 days of inane, dismissive, drone responses is excessive.

I've attached the 14-page saga document here, in the hopes that making it public here will prompt someone in support to actually bother reading it, and do something about it beyond pushing the "send irrelevant stupid response" button again.

oxygen_boarderb16_ESO

Not to throw gas on the fire but, if you have a specialized issue, you'll need to call, get your ticket looked at and ensure it isn't in a bugged queue.

Swampster

I can feel the pain from here!!

AlliN

I've read through Your document,and I must say, I feel depressed. Sorry You had to go through all of that.

Incompetence, ridiculous support. Next EA of gaming.

They do that, becasue we let them to.

ndbuddrwb17_ESO

As I say, it's not mine, it's the pair of mates of mine. Still ridiculous.

GossiTheDog

Are they physical copies? If so you can request the retailer refund you (Amazon are very good at this) and order another copy.

ndbuddrwb17_ESO

They were, but now they're digital and still don't work.

krypticslaughtr

Even so I got asked if my firewall was off on an issue about hitbox and hitdetection where I am getting hit by melee from up to 6 meters away, getting hit and getting stuck/frozen, getting hit through walls and objects, getting spotted through walls and objects, getting spotted from stupid distances etc.

Reply to allin...

GossiTheDog

ndbuddrwb17_ESO wrote: »

They were, but now they're digital and still don't work.

What doesn't work?

krypticslaughtr

GossiTheDog wrote: »

show previous quotes

ndbuddrwb17_ESO wrote: »

They were, but now they're digital and still don't work.

What doesn't work?

[Moderator edit] Nah but to be serious he means the digital edition copies his friends got.

ndbuddrwb17_ESO

Correct. If you read the doc, you'll notice the digital keys provided by the store don't work, and that Bethesda staff entered them *manually* but that broke the system somehow so they can't subscribe to get any game time/ free 30 days.

ndbuddrwb17_ESO

Yet another email sent today on this issue that's been going since release. Support's response was:

"Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 168 hours.

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!"

Evilmog

168 hours huh?

Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 120 days.

I get 120 days.

ndbuddrwb17_ESO

120 days? What did you ask them to build a whole new game? :P

Censorious

EDIT deleted

GeorgeLAD

Looking over your pdf first thing that stands out is there is no code for the actual game itself.... the only code your friends redeemed was for the explorer's pack as is written in the first response from "Carlos"...

>_>

"The attached screen shots were the invalid code error message as well as the following showing that
the code is already there:"

Judging from the screen grab following this and comparing it to my billing history there is no game code.

ndbuddrwb17_ESO

GeorgeLAD wrote: »

Looking over your pdf first thing that stands out is there is no code for the actual game itself.... the only code your friends redeemed was for the explorer's pack as is written in the first response from "Carlos"...

>_>

As written in the document, when they entered the code, it rejects it. Bethesda then "entered it manually" which doesn't work still.

GeorgeLAD

There should be 4 items on your billing history not 3.

ndbuddrwb17_ESO

GeorgeLAD wrote: »

There should be 4 items on your billing history not 3.

Yes, but the game key doesn't work and gets denied *as explained in the document*. Support then "added it manually" so the key is used, but still the account hasn't registered it.

ndbuddrwb17_ESO

Apparently now it's been "escalated to someone more senior", and yet, nothing practical being done. How hard is it to just generate a decent key and apply it to the accounts?

ndbuddrwb17_ESO

Still no fix. Pushing 2 full weeks of Bethesda unable to give 2 of their customers the product they've already paid for.

Hestia

oxygen_boarderb16_ESO wrote: »

Not to throw gas on the fire but, if you have a specialized issue, you'll need to call, get your ticket looked at and ensure it isn't in a bugged queue.

They should be able to resolve issues like these even via a support ticket.

Daggers

oxygen_boarderb16_ESO wrote: »

Not to throw gas on the fire but, if you have a specialized issue, you'll need to call, get your ticket looked at and ensure it isn't in a bugged queue.

Even support is bugged!

Haha, sorry, haha, i can't, haha, stop, haha, laughing.

...

Ok, I'm good now.

I came here with a problem of my own, but it seems so insignificant now I'd feel foolish posting it

ndbuddrwb17_ESO

Friend sent to support:
"Hi

I've been told a specialist is looking at my situation. However, I've not heard anything from ESO in a week, other than to tell me that when I asked on another ticket, and an update, or better yet, a resolution would be appreciated. I say this especially with the mind that where I live, Easter holidays begin in eleven hours. Of the four days ahead, I have three of them pegged for gaming. Please don't make me go back to swtor. That would be a cruel and unusual punishment for my not being able to log in."

Support sent back:
"Greetings!

Thank you for contacting The Elder Scrolls Online Team.

If players are unable to enter the code that came with their retail copy, they should make sure they have setup the billing and subscription method first. After this has been done, they will be able to redeem their codes.

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team"


Apparently, ESO support expects you to do things that are literally impossible. If you have no valid key, you can't enter a subscription. ESO's support is proving time and again to be beyond awful. It's now not much should of a joke.

ndbuddrwb17_ESO

Still no genuine progress from ESO. Entering week 3 now of two customers completely unable to use the product they've purchased due to faults that 100% on Bethesda's end.