Are you kidding me CUSTOMER SUPPORT????

Sedalias_Hope

Response By Email (Sabre) (04/18/2014 12:15 PM)
Greetings Lisa,

Thank You for Contacting The Elder Scrolls Online.

This one understands that you have questions regarding your missing gold/bank slots that are still missing. This one sincerely apologizes about the delay in response as well as the inconvenience and frustration that this has caused you. This one understands the hard work involved to gain those entitlements and for them to just simply vanish is confusing and saddening. At this time The High King Emeric and the High Elves are working diligently to restore all items lost in battle. Please keep in mind that the patch update is not completely finished at this time and there are tons of quests to conquer with this matter. Thank you for your patience with this matter while we work hard to get back your hard earned slots and gold. Molag Bal doesn't want to see you succeed, together we will defeat his Dominion. This one will assure you that you will receive all missing items in a timely manner.

If you have any further questions, comments, or concerns please do not hesitate to contact The Elder Scrolls Online Support.

May the Light of The Eight Guide you Lisa!!

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

Are you people just asking us to freaking leave? YOU guys told us to CONTACT customer support if we had MISSING BANK SLOTS and ITEMS IN YOUR PATCH NOTES.... I do NOT want a STUPID bed time story when I am talking to customer support. When I am in game, yes that's fine, when I talk to customer SUPPORT I am HOPING I am talking to an adult that can EVEN understand basic game mechanics. I KNEW when you guys said to re-contact customer support if we had bank problems that it was going to be a DISMAL failure like ALL Customer (lack of) Support has been. You guys are just about the most unprofessional, misinformed, clueless, circus of a support team as I have ever HAD to be exposed to.

DocStockman

Actually if you read the email, it doesn't ask you to leave, it actually says they're working to get back the missing items.

Myxril

It could be worse; you could be me.
I sent in a ticket about my account having been hacked, including explicit detail as to what went missing from where. They kept responding saying they were aware of my inv/bank issue. I kept saying I didn't have one, they kept saying they were working on a patch for my missing bank slots. Despite me telling them, specifically, that I wasn't missing slots.

3-4 days later I get a phone call at 1:30am (super fast response time guys) telling me they _finally_ acknowledged my account as having been hacked, and said they simply thought I was missing bank stuff and only thinking I was hacked.
It's been another 3.5days since then and still not a single thing returned.

I expected so much better from this company. If I don't get a massive boost to my sub time, as well as however much sub time I lose before they correct this issue, then I'm getting my money back for this Imperial retail pre-order and never touching this game again.
No more love for you, ZOS.

Sedalias_Hope

Laerrus

That ZoS was just throwing a little RP into the mix, it's a normal style and happens in other MMOs.

Stop your nerd raging.

vaxure

OP.. Control Panel/Uninstall program/Elder Scrolls Online.................Please?

Dante_Marquis

Its called Rping and I think its great that they are writing it this way

Misanthropy

I couldn't help but laugh at the reply from customer support. It reminds me of a sarcastic role-play response meant to shut someone up.

Bunk

help my items are missing plz give them back
"we're working on a fix"
WHAT THE HELL ZOS WHO DO YOU THINK YOU ARE TALKING TO RIGHT NOW? DO YOU HAVE ANY IDEA WHO I AM?

:^)

Kalizaar

I just want to apologize to the customer support team. Your response to OP was awesome. Much better than the canned "Sorry you have an issue. We're doing our best to rectify the situation. Check this link for more information." I hope you continue to give such great responses to player issues. Even if some players are unable to understand what you're writing whether it's from stupidity or a language barrier.

I'm going to give the OP the benefit of doubt and assume this is a language barrier problem rather than a complete lack of reading comprehension or lower than average intelligence.

Evergreen

Dante_Marquis wrote: »

Its called Rping and I think its great that they are writing it this way

I can see her point of view though. Khajiit speak could come across as patronizing. Just straightforward professionalism would be the most reassuring communication in customer support issues but that is just my opinion.

daneyulebub17_ESO

I loved it myself. Gave you the normal support-speak info that at this point they have no choice but to (since the problem is still ongoing), but they did it in a bit of a playful way.

This is "telling you to leave" how exactly? They're working on the problems, they sent you a playful email on it instead of a form letter. Chill out.

Doowie

Best post ever!

I completely agree that the RP fluff that stick in their template is unwanted and they should stick to being professional.

Sedalias_Hope

Excuse me, I didn't realize I posted this up in Dr. Phill's corner. I thought this was the Customer Support forum.

Misanthropy

Kalizaar wrote: »

I'm going to give the OP the benefit of doubt and assume this is a language barrier problem rather than a complete lack of reading comprehension or lower than average intelligence.

She no speak english.

Sedalias_Hope

Bunk wrote: »

Sedalias_Hope wrote: »

Oh yay! I have all the small kids that mommy and someone elses daddy are paying for their subscriptions on my forum post Fantastic!

actually ur mom is

lmao nuff said

Walden_Grimtine

Incredible irony to have Hope as a last name given the tone and tenor.

daneyulebub17_ESO

What's the problem? Lots of companies outsource their support these days to save money, and Khajiit work for sugar.

Hadria

*** I'd be playful too with all the complaining going on. It's good to see they still have a fun side

Sedalias_Hope

Oh for the completely uneducated HERE are the patch notes :

OVERVIEW

The Elder Scrolls Online v1.0.4 features fixes to existing content. This is the second patch this week, and addresses the high priority fix of missing bank slots, stored bank items, and missing skill points. We’re continuing to work hard on other issues, and will let you know when they are fixed.

FIXES & IMPROVEMENTS

Miscellaneous
General
Fixed an issue where your characters could lose bank expansions you purchased, including the items in these slots.
Note: This will not return any items or slots lost prior to this fix. If your character was affected, please contact Customer Support.
Addressed an issue with guild invites that could cause latency with social systems such as guild chat, player-to-player chat, and long loading times.

UI
General
Changed the functionality of auto-stacking in guild banks. You will now have to stack items in your inventory before placing them in the guild bank.

My bank broke over a week ago, 40 slots went *poof* I have a character that has been stuck in Cyrodiil for a week... and all I get is BS roleplaying responses...

Sedalias_Hope

Walden_Grimtine wrote: »

Incredible irony to have Hope as a last name given the tone and tenor.

Please educate yourself, here I will help
hope
hōp
noun
1.
a feeling of expectation and desire for a certain thing to happen.
"he looked through her belongings in the hope of coming across some information"
synonyms: aspiration, desire, wish, expectation, ambition, aim, goal, plan, design; More
a person or thing that may help or save someone.
"their only hope is surgery"
grounds for believing that something good may happen.
"he does see some hope for the future"
synonyms: hopefulness, optimism, expectation, expectancy; More
antonyms: pessimism
2.
archaic
a feeling of trust.
verb
verb: hope; 3rd person present: hopes; past tense: hoped; past participle: hoped; gerund or present participle: hoping
1.
want something to happen or be the case.
"he's hoping for an offer of compensation"
My mother gave me that name, if you don't like it... Oh wait... Why do I care? lol I just remembered, I dont

daneyulebub17_ESO

This one feels your pain. Perhaps posting about it has made you feel better, no?

Sedalias_Hope

It has actually. I managed to attract a forum moderator that has, in Zenimax customer support language might say, " felt the sharp blade of my words cut through his shoddy cheap imitation armor"

niocwy

"This one will assure you that you will receive all missing items in a timely manner."

Quoting from your CS response.

EDIT : I agree that RP in CS responses feels unprofessional.

Rosveen

Some people don't seem to understand that amusing RP is nice only when your issues are resolved. When everyone's on edge and waiting for a response for days, weeks sometimes, funny stories make them feel like their problems aren't taken seriously.

I could be wrong; maybe the lighthearted tone of support mails makes people laugh and lifts their spirits. But judging from the reactions of my two friends with payment issues, they clearly prefer straight up professionalism.

I hope you get your bank slots back. May the road lead you to warm sands, Lisa.

Ashtaris

I have to agree with the OP. When in-game, RP is fine, expected, and part of the lore. However, when I'm dealing with CS, I would much prefer a courteous and professional reply, not a bedtime story.

Sedalias_Hope

Rosveen wrote: »

Some people don't seem to understand that amusing RP is nice only when your issues are resolved. When everyone's on edge and waiting for a response for days, weeks sometimes, funny stories make them feel like their problems aren't taken seriously.

I could be wrong; maybe the lighthearted tone of support mails makes people laugh and lifts their spirits. But judging from the reactions of my two friends with payment issues, they clearly prefer straight up professionalism.

I hope you get your bank slots back. May the road lead you to warm sands, Lisa.

Wow that is EXACTLY my point, In my years of WoW, and EQ and numerous other games, the GM would make some big introduction, that would be fine, because YOU KNEW you would have an ANSWER, even if you didn't LIKE the answer you had one... This team is the MOST unprofessional, uninformed, misguided circus of customer follies I have ever been forced to deal with. IF they are actually getting PAID for customer support, the joke is on Zenimax...

otomodachi

Also, I believe the OP is pissed because we've been specifically instructed to contact CS about missing items. When you're told to contact CS about something, it is a reasonable expectation that that means they are going to DO something about it.

JesinCrowe

Sedalias_Hope wrote: »

Oh yay! I have all the small kids that mommy and someone elses daddy are paying for their subscriptions on my forum post Fantastic!

Someone is mad...

slander36

I think YOUR capslock on your KEYBOARD may be BROKEN. Doesn't explain your LACK of comprehension of THE written language, HOWEVER.

otomodachi

Close 'er down, folks, we're all done here. \o/