Customer support unaware of today's patch

Silowyi

As per the instructions in today's patch notes, I contacted customer support under ticket # 140418-031165 which was a follow up to my original ticket # 140413-135790 in an attempt to get my bank slots back, I lost a few items and some gold but told them I just wanted the bank slots back.

I received a call back (about 45 minutes later) from a very nice man who was unable to help me. He was completely unaware of any patch today and kept referring back to how people had been affected by last Saturday's patch and they can do nothing until the issue is fixed.

As I said, he was very nice, but your patch notes say to contact customer service for restoration of things lost and customer service has no clue... that probably needs to get fixed.

Vikes546b16_ESO

Left hand, right hand situation it seems.

Thunder_Downunder

Better log a ticket to get them to update their CSO's :P

Silowyi

I'm afraid to log more tickets!

Mujuro

I posted this in response to a similar thread:

I just spoke with Daniel at ZOS CS, and he was very helpful and explained the situation relating to this issue and the asinine respose/"closed as duplicate" ticket:

1. As the patch notes state, the patch doesn't actually restore any missing bank slots/lost items/lost deposited gold. What we're supposed to do is file another ticket.
2. When the ticket is filed, the CS rep is supposed to forward the account info to a supervisor for review/verification. According to Daniel, the reason I received the "closed as duplicate" response is because the CS rep who fielded the ticket never bothered to "keep up" on current events, e.g., there's a patch today that addresses the issue and instructs us to submit new tickets. He apologized on behalf of the other CS rep.
3. According to Daniel, and starting this evening, EDT, supervisors will begin the process of restoring lost bank slots, items and deposited gold.
4. If we do not receive back what we lost within the next 2 days, Daniel suggests that we contact CS again.

Anyways, that's the recap of my conversation with ZOS CS, FWIW.

Silowyi

very helpful info

MintyBadger

I have logged a ticket about this and got and automated reply saying that they are aware of the problem and closed the ticket and marked it as "solved". It's not solved at all, my bank slots are still missing. I did as they said in the patch notes and contacted customer support, but this is kind of a nothingness reply. Am I now just supposed to buy them back or will they be returned?

Silowyi

I have had to file multiple tickets.

I get everything from the cookie cutter response from last week to problem solved. I believe one CSR is actually making an effort to help me, we'll see. It just seems like not everyone is on the same page.

Lifacs

I just love that on the support page they have the Aurauroch picture saying.

WE WON’T BE PASSING OFF YOUR TICKET TO A DWEMER AUTOMATON. REAL, LIVE HUMANS WITH HOPES AND DREAMS OF BECOMING EMPEROR WILL RECEIVE YOUR HELP TICKET. PLEASE BE KIND. (their caps not mine)

Silowyi

Maybe they hope to become emperor by not fixing our bank slots and keeping us poor and weak!