Poor Custom support

TivNuzb16_ESO

Hello
When will your in-game support actually start providing support?
there are several Bugged Quests that hinders progress. When I ask for help all I get is some useless copy-paste email that provide no help at all. so much for priding your self on customer support.

I have encountered Bugged and Bugged quest lines in other games like World of Warcraft, The Secret World, Star Wars and so on, but there customer support was always there to help me with my issues. even completed my bugged quest objectives so I could progress. you guys, are providing horrific customer support, if you could call it support at all. all I get is this useless e-mail and no help at all.
I get that you are having your hands full atm. but thats no excuse for bad support. it would be better to have to wait in line a day and have my quest issues resolved then getting a insulting reply in less then a minute. Quality over quantity and all that

Why are you not giving proper support?
are you trying to drive away your costumers?
Bugged quest lines are not that bad if you can get help with them until a real fix is made for them

Daggers

If you report something as a /bug it goes to the bug teams - they'll only come back if they need information, they won't provide support themselves. If you ask for /help then you should get through to CSR.

That's been my experience (and what I'd expect) anyway, though bear in mind response times have changed dramatically - /help would get you a reply within minutes a couple weeks ago, but not any longer.

TivNuzb16_ESO

the Response Time is Fine, its the Response it self thats bad. I Just get a mail asking me to relogg, abandon the quest etc. and no actual help. I feel like the support is completely dismissive of my problems.

why are they capable to providing actual support in other games but not this? are Custom support not allowed to do anything else then replying with a standard mail?

Turelus

I get the feeling the support for this game is actually just a general outsources helpdesk department and not people employed directly by ZOS and individual service reps and GM's.

This would explain the standard replies we see a lot of the time and some tickets were those involved don't really seem to understand what's happening.

That's my feeling any way, I could be very wrong.

TivNuzb16_ESO

That could indeed explain it. if that is the case. whatever the cause, the services need to improve

Doowie

TivNuzb16_ESO wrote: »

Hello
When will your in-game support actually start providing support?
there are several Bugged Quests that hinders progress. When I ask for help all I get is some useless copy-paste email that provide no help at all. so much for priding your self on customer support.

I have encountered Bugged and Bugged quest lines in other games like World of Warcraft, The Secret World, Star Wars and so on, but there customer support was always there to help me with my issues. even completed my bugged quest objectives so I could progress. you guys, are providing horrific customer support, if you could call it support at all. all I get is this useless e-mail and no help at all.
I get that you are having your hands full atm. but thats no excuse for bad support. it would be better to have to wait in line a day and have my quest issues resolved then getting a insulting reply in less then a minute. Quality over quantity and all that

Why are you not giving proper support?
are you trying to drive away your costumers?
Bugged quest lines are not that bad if you can get help with them until a real fix is made for them

@TivNuzb16_ESO

What you need to understand, is that this is Zenimax’s first MMORPG. Of course there are going to hiccups along the way and this was the same for Funcom, Blizzard Entertainment and Bioware/EA.

Even Blizzard Entertainment’s customer support cannot help you with everything and a bugged quest can sometimes not be resolved by the customer support department and it needs to be fixed by the developers directly.

Right now Zenimax don’t have a direct ingame support and this could be due to the restriction that their tools have or the limitation applied to them by the developers.

Either way the reports that you send in, will generate an automatic reply. This is to let you know that the report has been received. I’d rather have this automatic reply, then having customer support manually reply to me for each report I send, when their time could be spent on far more important tasks, like helping people with billing & account related issues. Sure there are frustrating bugs in the game at the moment, but the developers are aware of these ... because of the reports we are sending in.

Remember that customer support is not able to fix the game. This is the job of the developers and once you finally understand that, you may be able to send a report without getting frustrated.

If you had any experience working in the gaming industry you would know what can and cannot be done by those different departments in each company.

TivNuzb16_ESO

I get that bugged are bound to come, especially this early, but the Amount of bugged quests are ridiculously high. This would actually not be a big problem if the support could actually do something. I, as a customer, don't give a rats ass about other issues and priorities. this being there first MMO is no excuse for crappy services.

I don't except them to being able to any problem or the game. that would just be silly. but I do except to get a real answer. and some help with sertian bugged quest. where I except support to be able reset a quest or complete known bugged quest issues. Other MMOs I have played in the past have done this.

If support don't have the tools do to this, they need to say that. instead I get a automated reply. I Could live with a mail telling me that my issues was registered and provided me with a few tips I could try wail I wait for some one in support to fix my Issues or give me a reply to my problem.
If I ask them to complete a bugged quest objective and they are unable to do this, they need to tell me that they cant assist me with this instead of telling me to relogg in a standard mail that provide no help and only serve to irritate me.

I don't think its to much to ask for and expect the same level of support as I have gotten in every other MMO. and not feel like I'm being pissed on by support.

Funcom had tons of bugged quests, but there support was excellent. ofcorse secret world was far from the first mmo they made, but still. excellent.
Biowares was also good for there first mmo, same with Blizzard. as they all had the tools needed

no mater how you try to excuse Zenimax, it doesn't change the fact that the support needs to improve. If its correct that support don't have any tools for direct support, they need to get them.

SunfireKnight86

When I went to /help on pre release there was an option to chat with customer service. It's either gone now or my goofy ass can't find it.

TivNuzb16_ESO

Yeah, I remember that one, was always a huge waiting time on that. I guess they gave up giving chat support and just disabled it

seanolan

It's bad enough that we get copy/paste relplies, but it's become obvious to me that the CSRs aren't even reading the emails before copy/pasting a response. I have gotten very inappropriate responses in the past, such as the profanity boilerplate when reporting a resource bot. In addition, I've spoken to one CSR who had no idea how a computer worked, and had no idea what I was talking about when explaining the recent log in bug from the last patch. He then read off of the webpage, word for word, the recommended actions, even after I told him I had done them and started reading them in unison with him. A few CSRs are great...I have had some very good interactions with a few of them and some developers. But the communication level is attrocious and the effort made by the first responders is rather lackluster.