Has anyone actually had a positive experience with customer support?

Razour

Seriously, given the cost of this game both as a one off and as an ongoing monthly fee I had high expectations on how the game would be run - including having a responsive and helpful customer support organization all geared up to help people through the inevitably buggy first period of the game.

But so far I've been very unimpressed with my experience of customer support.

I'm now at the point where I don't even feel like playing anymore because I've reached the point where everything that I want to do in the game is unreachable due to bugged quests that prevent me moving forwards and I cannot get any answers through any channel.

Rage quitting isn't my style but I'm close.

Thunder

I've heard people say this before, "I can't complete any quest I start because it's bugged!" I don't know if I'm just lucky and Ebonheart was less buggy or what, but I've only run into a few quests that weren't completable, and that was a couple weeks ago. So I have to ask, are you sure it's the quest that's bugged?

Furthermore, what do you expect customer support to do about it? Write a patch on the spot?

ElSlayer

All of my 4 trouble tickets were addressed in 24 hours with positive outcome.

Elvent

I have, just recently last night I opened a ticket telling them about all the bots in Ilessan Tower in the lowbie daggerfall zone and included a screenshot and about five minutes after reporting it a GM came in and wiped them all out, not sure if the reporting had to do with me or it was just at the right place at the right time.

A few days ago I was able to get my account name changed because I didn't want my real name shown through guild so I changed it to something else and that was pretty quick.

I know it has nothing to do with bugged quests with your issues but you asked if anybody had positive experience with customer support, which in my two times of needing them I will say yes to both times.

I do hope you people with bugged quests are opening /bug reports, of all of the bug reports I've made they've been fixed now.

rawne1980b16_ESO

Of course i've had a positive experience with customer support.....

They positively *** me off.

I've said it before, i'll say it again .... I don't have any problems with the game besides a few bugs and the bot issue .... all my problems are with Zenimax themselves.

qwertyburnsb16_ESO

Still waiting for that phone call back from that login issues few weeks back. All I get from customer support is spam emails. Still I heard a rumour that they are recruiting more staff. Here is one of the prospective candidates:

https://www.youtube.com/watch?v=WOdjCb4LwQY

Vanathi

I've only had one issue that required action by a customer service person and it was resloved within 24 hours of fling the ticket.

Razour

Thunder wrote: »

I've heard people say this before, "I can't complete any quest I start because it's bugged!" I don't know if I'm just lucky and Ebonheart was less buggy or what, but I've only run into a few quests that weren't completable, and that was a couple weeks ago. So I have to ask, are you sure it's the quest that's bugged?

In the absence of any response from ZOS then of course it is impossible to say for certain that the issues I (and a significant number of others have) are bugs or intended functionality (hard to imagine but hey - it can't be ruled out until we have a clear statement from the guys who should know - ZOS)

Thunder wrote: »

Furthermore, what do you expect customer support to do about it? Write a patch on the spot?

I agree that an on the spot patch is unlikely to be the outcome, but guess what there are other options that also have some value, such as:
- a clear statement that the issue is confirmed as a bug and is being worked on (or even a clear statement that it's a feature working as intended!)
- putting in place a workaround (e.g.change the quest requirement)
- manually update quest logs or other interventions that allow progress

Ulvich

Thunder wrote: »

Furthermore, what do you expect customer support to do about it? Write a patch on the spot?

When the bug involves quests like "The Final Assault" yes I do. I expect them to be all over that quest. But instead they won't fix it. It took me 3 days to finish that quest, and there is no way I will ever go through that again.

nerevarine1138

Ulvich wrote: »

When the bug involves quests like "The Final Assault" yes I do. I expect them to be all over that quest. But instead they won't fix it. It took me 3 days to finish that quest, and there is no way I will ever go through that again.

Quest is now fixed, and you need to learn a little more about how things work.

Customer service doesn't fix major quest bugs. That's the developers' job, and it takes time. Customer service is there to help you with issues like account compromise, characters stuck in limbo, minor bugs, item deletion, etc.

Razour

nerevarine1138 wrote: »

Ulvich wrote: »

When the bug involves quests like "The Final Assault" yes I do. I expect them to be all over that quest. But instead they won't fix it. It took me 3 days to finish that quest, and there is no way I will ever go through that again.

Quest is now fixed, and you need to learn a little more about how things work.

Customer service doesn't fix major quest bugs. That's the developers' job, and it takes time. Customer service is there to help you with issues like account compromise, characters stuck in limbo, minor bugs, item deletion, etc.

Please can you provide a link or some extra info on what exactly has been fixed because, as of a few hours ago, my experience suggests that that quest is not fixed at all - people are still jumping naked into the abyss trying (and in my case repeatedly failing) to hit the target.

nerevarine1138

Razour wrote: »

Please can you provide a link or some extra info on what exactly has been fixed because, as of a few hours ago, my experience suggests that that quest is not fixed at all - people are still jumping naked into the abyss trying (and in my case repeatedly failing) to hit the target.

Oh, I thought you were referring to the bug that isn't easily worked around with a single death.

Look at the fire. Turn left 90 degrees (I know, it sounds like this shouldn't work). Jump. Now you'll get the option to activate.

DanteYoda

I had one issue that was needed by support took 5 days and was never resolved, great support..

jircris11

Sadly people think CS reps are the ones who do everything. i know this because i worked as one for quite a few years. Sadly 99% of the time the CS rep has their hands tied and have to escalate the ticket to a higher up. In doing this a reply take longer and people tend to get angry. A T1 CS rep (the ones who get the ticket first) are extremely limited with what they can do, the only game i know that bypasses this is Tera online. The CS reps for them are GMs thus they have a lot more ability to help, with ZO,Bliz.Anet just to name a few their CS reps have an escalation tier. So before you rage at CS agents remember these people deal with screaming customers all day who tend to have entitlement issues and want things done NOW, being nice to them goes a long way. I had an issue where i could not add my CC to my account they gave me my 30 days + another 30 days free until they could figure out as to why i was getting the error. The reason at least i like to think this from experience is i was nice to them..even when they gave a generic reply the first time.

Lanatireb17_ESO

Actually, yes, i did indeed have one good experience with customer support. I sent a ticket about a quest not working and after a short while recieved a very polite answer that in detail explained why it doesnt work, the estimated time when it will be fixed AND to top it off the guy that contacted me personally thanked me for the huge amount of goldspammers i reported. (and i report every single one of them).

FezzikVizzini

Yes I did. Just once. When they refunded me my money.

Ysne58

I've had a number of contacts with customer support and always gotten excellent responses in a timely fashion.

Lalai

The two times I've contacted CS they've been nice and helpful. Can't ask for more than that. I don't expect them to be able to fix all my issues immediately though, so that probably skews my opinion in their favor.

Use to hate it when I worked for Amazon, and there was a problem with something on the dev side that they needed time to fix, or even with a different company (Samsung, I'm looking at you).. that I literally had no control over, but then people would score me low on the survey because their problem wasn't fixed. People get fired when that happens too much.

As long as the customer service folks are nice, give information as best they can, and do what they say they're gonna do.. I will rate the CS folks high, regardless of if my actual problem is solved or not.

That being said, I would agree that CS having some tools in game couldn't hurt. One of the things I was impressed about with Tera was that when I ran across a bugged quest (boss not spawning in any of the phases), I could live chat with them and a person would immediately hop in game and make the boss spawn. I realize that isn't always possible though. Secret World had the same setup, although you contacted folks in game.. a GM could come and try to fix a quest. I did hit a few in Secret World where, because of whatever programming limitations, they were unable to spawn things on a whim. So some of my quests didn't get fixed there.

Zanagan

I had an issue where I couldn't register to this forum. Sent an email to support and they answered promptly. Took them a couple days to have it corrected after I sent a follow up email asking for status. I think they're a bit overwhelmed at the moment with the game just being out with bugs and all.

Oh yeah and this is my first forum post!

Sarenia

I've had nothing but positive experiences with them. Each issue I've brought forth has been resolved.

Sometimes you have to keep pressure on support to move things up the food chain, but that's just a fact of life.

Sometimes what you want simply can't be done and you have to suck it up.

But I've never had their support be blatantly rude or disrespectful in any way, nor have I had to wait more than a couple days for a response.

Srugzal

deleted

JJDrakken

No

Crumpy

Yes. Needed CS once and received fast helpful service.

Razour

Coming back to this... my overall experience with CS has been pretty terrible BUT over the last couple of days I did get hooked up with one of the in-game team - a guy called RJ and he was super awesome helpful.

RJ if you see this... thanks man!

egosumacunnus

I have had a good experience everytime of the 10 times I have contacted them

Shimond

The one thing I sent them that would have required a custom response to be handled properly was summarily closed and no further reply sent.

They've been very quick on sending automated e-mails and surveys to me with regards to reporting spammers and botters, though.

kyuven

I've gotten responses even when I didn't want them (they used to send emails if you reported a player. Now they've stopped because that would be unfathomably tedious considering how many spammers get reported), and it's always prompt.
I haven't had any bad experiences, but no stand out "OMG!" experiences either. But the fact that I've *had* experiences tells me they're doing their jobs.
Considering how overwhelmed they are and how many ways this game seems to be able to break, I fear for the CS staff's sanity...especially since people don't seem to grasp the simple idea that the CS staff has absolutely no control over the content of the game. It's not their fault they can't fix something that's broken because of bad code.

Ulvich

I have had several. One really shocked me as to the help they were offering. I thought it was really cool.

KidKablam

Every quest-ending bug I've run into has been able to be gotten through with some sort of ingenuity on my part. One time I thought I was stuck and I contacted a staff member but I figured out a way to fix it before they contacted me. They still sent a kind email asking if I needed any other help.

One time I had a problem where I wasn't receiving or able to send mail in game. I sent a report and within ten minutes my mailbox was full of all that mail I was waiting on.

Every time I've reported a player or a bug I've gotten e-mail from the staff and they've been kind and helpful but not particularly personal. A lot of form letters but all uniquely written by the individual staff member.

I'm not a fan of the way they say things in character, because it feels like they're being facetious about things that can be really frustrating, but obviously the staff have been told to do things this way and it's not their fault.

Staff seem pretty active on the forums and I'm beginning to recognize staff member names here and in emails to an extent where I'm starting to have favorites.

One time I had a post removed and the staff member was quick to explain why and give me a proverbial finger wagging in a polite but stern way and I can respect that. I was probably out of line.

So all-in-all, my experience with customer service and staff interaction in general has been better than average. Of course, I've been lucky in that I've not had any big problems. I realize that isn't the case for everyone.

mavrwb17_ESO

Wanted to change country of residence(bugged to US when I'm from AUS). Solved within 2 hours of submitting the ticket.

demendred

They're pretty nice and helpful. Kudos to you's guys out there.