ESO Customer Support needs improvement - 6 days with an unplayable main character - [Fixed!]

Xnemesis

Free Bump!

FezzikVizzini

GossiTheDog wrote: »

Check your junk email folder, ESO's support email server is on a junk sender list (Spamhaus)

Which, in 99% of cases is EXACTLY where they belong

Columba

Honestly, ignore the bots and gold sellers for a few weeks and fix stuff like this first. Your priorities are wrong.

Bazzakrak

@ZOS_GinaBruno‌ @ZOS_JessicaFolsom I do believe that IF there was a seperate catefory when we report people as goldsellers, that could perhaps help the CS as well, since they wouldnt have to seperate all the other tickets out form between all those.

starkerealm

Hrithmus wrote: »

Just remember a 200 Million Dollar budget.

Well, Hines did say something about you being disappointed if you thought the game had a 200 million dollar budget.

Ashtaris

I'll have to say that it's just appalling that CS has not taken care of your issue, and I admire the patience you have shown so far. I think if it was myself in your shoes I would have given up and just cancelled my subscription. It certainly wouldn't be worth the hassle and frustration.

FezzikVizzini

starkerealm wrote: »

Hrithmus wrote: »

Just remember a 200 Million Dollar budget.

Well, Hines did say something about you being disappointed if you thought the game had a 200 million dollar budget.

Well, a common hyperbole is in saying "I've told you a million times", and I do agree that 200 million falls into that category.

But, no, surely that can't be the case cos that would mean it only had a 200 dollar budget. Hmm. On second thoughts....

Dracovar

This is absolutely ridiculous. Though, I'm not surprised as I had a similar experience with CS regarding a User ID change that went back and forth for 7 days.

On a side note...At first, I didn't pay much attention to all the negativity about this game. But, I have to admit, everything's getting to me, and I've slowly but surely transitioned from "happy defender" to "disgusted customer" over the last couple of weeks - and that's one hell of a statement coming from this "fanboy." I didn't even log in yesterday or today so far. They better do something, and fast. I'm seriously starting to think this game is doomed. And that makes me sad...and mad. Sad because I love TES, and mad because their incompetence is what's killing it.

I hope you get your character sorted out, OP.

starkerealm

FezzikVizzini wrote: »

starkerealm wrote: »

Hrithmus wrote: »

Just remember a 200 Million Dollar budget.

Well, Hines did say something about you being disappointed if you thought the game had a 200 million dollar budget.

Well, a common hyperbole is in saying "I've told you a million times", and I do agree that 200 million falls into that category.

But, no, surely that can't be the case cos that would mean it only had a 200 dollar budget. Hmm. On second thoughts....

I can't remember the full quote, but the gist of the context was: the interviewer had asked him if the game's budget was the $200m number that had been floating around. His response was, no, it wasn't nearly that much, and then we got the, if you go in expecting that... "you will be disappointed," soundbite.

Yankee

ZOS_GinaBruno wrote: »

@jp_antillb16_ESO‌, this certainly does look frustrating. We'll get your issue escalated so you can actually start playing again, and will also pass this along to the team so they can see what's going on with this quest.

Thanks for the ping, @jkbennettb14a_ESO‌

I certainly hope so. Even as a "fanboy" I have to say customer support really really failed this guy.

starkerealm

Dracovar wrote: »

This is absolutely ridiculous. Though, I'm not surprised as I had a similar experience with CS regarding a User ID change that went back and forth for 7 days.

On a side note...At first, I didn't pay much attention to all the negativity about this game. But, I have to admit, everything's getting to me, and I've slowly but surely transitioned from "happy defender" to "disgusted customer" over the last couple of weeks - and that's one hell of a statement coming from this "fanboy." I didn't even log in yesterday or today so far. They better do something, and fast. I'm seriously starting to think this game is doomed. And that makes me sad...and mad. Sad because I love TES, and mad because their incompetence is what's killing it.

I hope you get your character sorted out, OP.

I logged in a couple times to keep my research going, but since the rapid deterioration kicked in, I haven't actually played. I'm hoping it's just a bug that'll get fixed. But, I have no interest in logging in and seeing the stuff I've been playing to get slagged simply for gaining XP.

FezzikVizzini

starkerealm wrote: »

FezzikVizzini wrote: »

starkerealm wrote: »

Hrithmus wrote: »

Just remember a 200 Million Dollar budget.

Well, Hines did say something about you being disappointed if you thought the game had a 200 million dollar budget.

Well, a common hyperbole is in saying "I've told you a million times", and I do agree that 200 million falls into that category.

But, no, surely that can't be the case cos that would mean it only had a 200 dollar budget. Hmm. On second thoughts....

I can't remember the full quote, but the gist of the context was: the interviewer had asked him if the game's budget was the $200m number that had been floating around. His response was, no, it wasn't nearly that much, and then we got the, if you go in expecting that... "you will be disappointed," soundbite.

Yep I listened to the whole thing. It was on Elder Scrolls Off The Record. I was just (badly) joking that the game feels like the budget was actually 200 and not 200 million.

starkerealm

FezzikVizzini wrote: »

starkerealm wrote: »

FezzikVizzini wrote: »

starkerealm wrote: »

Hrithmus wrote: »

Just remember a 200 Million Dollar budget.

Well, Hines did say something about you being disappointed if you thought the game had a 200 million dollar budget.

Well, a common hyperbole is in saying "I've told you a million times", and I do agree that 200 million falls into that category.

But, no, surely that can't be the case cos that would mean it only had a 200 dollar budget. Hmm. On second thoughts....

I can't remember the full quote, but the gist of the context was: the interviewer had asked him if the game's budget was the $200m number that had been floating around. His response was, no, it wasn't nearly that much, and then we got the, if you go in expecting that... "you will be disappointed," soundbite.

Yep I listened to the whole thing. It was on Elder Scrolls Off The Record. I was just (badly) joking that the game feels like the budget was actually 200 and not 200 million.

*facepalm*

...and the internet claims another bit of sarcasm before it's time. Sorry.

Locke_ESO

I dont actually agree that the game feels cheap as the content is great imo and I can see that over time it's going to get even better. The vast majority of these bugs and exploits that people are finding will be sorted out as the game matures and I certainly wouldn't have spent hours and hours trying to communicate with CS if I didn't want to play the game. I did at one point have a 6 month subscription ready to go although I think understandably I have cancelled that for the time being.

All that said I really I dont feel to bad about highlighting this issue especially as others are apparently in a similar situation. An unplayable character should at the very most take 3 days to resolve as it's escalated up the chain.

Vyndetta

I feel for you. My ticket is now 20 days old. A mod did contact me on the forums today and I provided my ticket number, we'll see if anything happens.

Locke_ESO

Ok I am happy to report that I received a phone call from ESO support in the US. They fixed my character in about 5 minutes and credited my account 3 days game time and 10,000 gold.

While I extremely happy that it's fixed I do hope that in the future they will learn from this case that improvements need to be made and resolve these issues faster for me and other players. You shouldn't need to "go public" to get a serious bug that stops you playing resolved in a "pay to play" game.

My thanks to all those who replied in this topic and for @ZOS_GinaBruno for seemingly lighting a fire under things.

awkwarrd

Just finished reading this entire thread.
@ZOS_GinaBruno good job.

While reading everything in this thread, i just couldn't help but think of SWTOR, and it being the exact same scenario.

Wonder what's going to happen come sub time and craglorn hits, that's the only thing that's diff between ESO and SWTOR at this point, new content.. but will it be buggy and broken that will sink the Customer Support?

I see percentage graphs being posted around with a 70% re-sub of the 100% of all the subs atm, and i didn't fill out any sub survey or be asked about it, so those are just made up, not sure where they got the numbers, and 40% of them could be bots at this point, you never know.

Turelus

OP move the report about the fix to your account to the top of your initial post if you have the time.

It would be good for people to see clearly that issues do get fixed and ZOS do look after their members with compensation when it's warranted.

Columba

Happy ending, yeah!

GossiTheDog

Happy to see this was fixed for OP! There are a few other players on the forum with this exact same issue from same quest, still unresolved over a week old. If they could get fixed as well it would be fab.

Kyosji

Glad you got it settled, but I'm curious why they only gave you 3 days, and not 6, since that's how many days you couldn't play your character.

rulien

happy you got it fixed

Swampster

I'll take your 6 days and raise it to 8...

Ragnar_Lodbrok

I have been banned from the game by a forum mod. I am not getting a reply from customer service, either email or phone. I can not start a thread in customer service asking for resolution. How is it you get banned from in game on a first forum infraction?

Ashtaris

Yes, kudos to @ZOS_GinaBruno for helping in finally getting this resolved. Hopefully they were able to find the actual problem in the game and will be able to come out with a fix to prevent others from suffering the same fate.

krashwire_ESO

Sadly a review of ESO can be done in 4 words due to the last 3 weeks of CS.

Worst Customer Service Ever.

Locke_ESO

Kyosji wrote: »

Glad you got it settled, but I'm curious why they only gave you 3 days, and not 6, since that's how many days you couldn't play your character.

I actually asked if they would give me 5 days seeing as I played an alt character for 1 day but the GM said he could only give me 3 (most likely because they have a code for game time judging by the activation message I received). I didn't want to argue over it although technically I lost 2 days game time. Not sure I would of received anything except the gold if I hadn't of asked though.

Syntse

Had to keep an eye on this thread just to see what happens. And awesome to hear it is finally resolved and even compensated. Hope the others that had the same issue did get help also and compensation.

Attorneyatlawl

Can we get someone to take a look at a progress-blocker that's exploitable to grief and has had a lot of people stuck with no response yet a week+ later, please?

http://forums.elderscrollsonline.com/discussion/79787/main-story-quest-reapers-march-the-first-step-bugged-blocking-progress/p1

DuelWieldingCheesyPoofs

I have also experienced shocking customer service with lazy unrelated responces and tips on how to solve my problem that has nothing to do with any thing, i love the game but have a very bitter taste left in my mouth from the rubbish responses to my tickets.

They are a joke and need to sort it out fast!