Second post Regarding Unrightful ban for falling off the world

Jeverest

As the subject says... yes this is my second post.

So before the raging begins...


I'm sorry ahead of time. I paid 70 bucks for this friggin game, and I'm not going to shut up or die down until it gets resolved.

This is BS, almost 20 hours banned because of a glitch in YOUR game ZOS. YOUR game - I didn't do a thing wrong, and I'm sick of reading posts about people banned for weeks at a time while you guys "Review the evidence"

Here's the evidence, look back 1 min before my ban /stuck was typed. Rapid loading loop, force close the game, log back in BAN

PAY attention to my words customer service, this is not going to go away. It is not going to die down. This will continue to escalate until you begin receiving calls from our lawyers (meaning that I'm not the only one at this breaking point). This is NOT ok. This is NOT a good business practice. Your poor implementation of your auto-ban system has resulted in poor performance, and slower turn-around time for your customer services.



Those of you others that have been banned for similar reason, please feel free to contact me directly and perhaps with enough voices (and legal entities), we can get our bans lifted or at least have ZOS expedite these kinds of issues.


I'm done screwing around. Fix this. Fix it now.

GossiTheDog

Did you log a support call via website under account category? They will unban you if you fell through world, it's happened to a bunch of forum people.

Jeverest

yep

Hyperventilate

First of all, threatening a lawyer over a 85 dollar "loss" is ridiculous and I'm not sure you could get any lawyer under the sun to go against Zenimax for this issue. I get that you're upset, but lets be realistic here.

Second, you're not the only one who has ever been banned for a bug or a silly reason -- There are lots of people who have, and most of them have gotten unbanned. You need to be patient. Zenimax didn't estimate how much support they would need properly. Mistakes happen. I'm in no way trying to downplay your issue because if this is a legitimate ban mistake, it needs to be corrected, and it will be. Have you ever worked for customer support before or IT support? Having clients and customers stomp their feet, demand, swear and threaten doesn't get their problem fixed any faster. Just food for thought.

Third, if your ticket hasn't been addressed, update your ticket (Do not submit a new one, this just slows down the process) asking for an update. Falling through the cracks is a problem and it can happen, so if you just ask for an update, chances are you can get this taken care of faster.

GossiTheDog

Okay, they will check CSRC and SG and unban you assuming nothing else flagged. You will have to wait about 24 hours.

Jeverest

Hyperventilate wrote: »

First of all, threatening a lawyer over a 85 dollar "loss" is ridiculous and I'm not sure you could get any lawyer under the sun to go against Zenimax for this issue. I get that you're upset, but lets be realistic here.

Second, you're not the only one who has ever been banned for a bug or a silly reason -- There are lots of people who have, and most of them have gotten unbanned. You need to be patient. Zenimax didn't estimate how much support they would need properly. Mistakes happen. I'm in no way trying to downplay your issue because if this is a legitimate ban mistake, it needs to be corrected, and it will be. Have you ever worked for customer support before or IT support? Having clients and customers stomp their feet, demand, swear and threaten doesn't get their problem fixed any faster. Just food for thought.

Third, if your ticket hasn't been addressed, update your ticket (Do not submit a new one, this just slows down the process) asking for an update. Falling through the cracks is a problem and it can happen, so if you just ask for an update, chances are you can get this taken care of faster.

1) Making noise sometimes helps
2)Class action lawsuits happen. I think they may be facing one anyway, but that's neither here nor there.
3)maybe I'll just shut up

RinaldoGandolphi

Take it easy, I'm sure they will get things sorted. CS is swamped right now I'm sure, they probably have thousands of tickets to go

its Sunday,these people deserve a day off too, if your still waiting after 3 business days then I could understand.

most CS response time revolves around business days and weekend days are not counted as business days.

I bet you have your account back tommorow. That's an acceptable turn around time. CS is swamped right now,please show them some understanding. These guys and gals work so hard to make this game the best it can be. There are only so many hours in a day.

take a deep breath, you will have your account back soon

Cherryblossom

No stay angry, if you have done nothing wrong you have every right to be angry.
Zenimax should be aware that it is pissing off customers.

DragonMother

If all tickets have been ignored, CALL THEM.

Jeverest

I am angry. I think more because its one of those games that I dearly love. I'm one of the oldschool guys. To get banned like this really strikes a chord, and the fact that I have never gotten banned from any game before... except one or two counterstrike servers back when...

CS has gotten back to me, I'm frustrated at how long the process takes. I know they are swamped, but c'mon issues like this have been happening for two weeks.

I will say Gregory at Customer Support is awesome. Ivan and Christopher were useless.

Hyperventilate

Do you seriously think a class action lawsuit is going to happen because a handful (In comparison to the amount of people playing) of accidental bans happened?

Please. Any judge would laugh you out of court.

HandofBane

woodsro wrote: »

its Sunday,these people deserve a day off too, if your still waiting after 3 business days then I could understand.

Individual CSRs? Sure. Customer Service as a whole for a business that operates (effectively) 24/7? Oh hell no. If they are understaffed, they should have been hiring on new people to help fill out their customer service personnel, training them, and wading through tickets to get things actually resolved instead of the copy/paste *** most of us have been getting in response to all kinds of issues.

It's not like they failed to notice the huge number of tickets being filed during early access, already almost a month behind us, to realize they needed more bodies actually making a difference and not just pissing off their customer base with solutions that don't even address the reason a ticket was filed to begin with.

Reignskream

I'd be on the phone with them until i got some sort of confirmation they were fixing the problem, till then id be calling, and calling, and calling.

BenjaminKacher_ESO

I thought they were banning forum accounts along with game accounts these days?

HandofBane

BenjaminKacher_ESO wrote: »

I thought they were banning forum accounts along with game accounts these days?

I sincerely hope not. With how badly they screwed the pooch during the guild bank dupe bug bans, there needs to be another way for folks wrongly banned to get some actual action on their appeals/tickets. We already know ZOS is capable of making massive mistakes in their ban process, especially related to anything automated.

Jeverest

HandofBane wrote: »

woodsro wrote: »

its Sunday,these people deserve a day off too, if your still waiting after 3 business days then I could understand.

Individual CSRs? Sure. Customer Service as a whole for a business that operates (effectively) 24/7? Oh hell no. If they are understaffed, they should have been hiring on new people to help fill out their customer service personnel, training them, and wading through tickets to get things actually resolved instead of the copy/paste *** most of us have been getting in response to all kinds of issues.

It's not like they failed to notice the huge number of tickets being filed during early access, already almost a month behind us, to realize they needed more bodies actually making a difference and not just pissing off their customer base with solutions that don't even address the reason a ticket was filed to begin with.

Gregory didn't do cut and paste. The guy was pretty legit. Jordan also responded, but he wasn't consistent like Gregory was.


Either way, when falling off the world you should be transported to a daedric plane where you have to fight ridiculously impossible waves of enemies...

like "HAHA you found a glitch... DIE MORTAL!"

That'd be cool.

Jeverest

Hyperventilate wrote: »

Do you seriously think a class action lawsuit is going to happen because a handful (In comparison to the amount of people playing) of accidental bans happened?

Please. Any judge would laugh you out of court.

My God... can't you give me like 5 minutes of pointless saber rattling? Jeez!

shawn.bellb16_ESO

2nd ticket posted since the person on the other end of the first seems to have disappeared. Last night I was annoyed. Today I'm pissed. I had a problem with my account in Warcraft once, it was fixed with 30 minutes. This is going on 24 hours. Unban my account TODAY or loose my sub along with all the friends I play with.

Support ticket number:
140427-074079

I am not going to be punished for a game glitch any longer. Fix it.

Vellandra79

I am quite frankly astounded by some of the replies to this thread. Anybody who thinks it's entirely OK that reams of people are being banned for doing absolutely nothing wrong, and that the quality of customer service replies and the swiftness of resolution is fine and the original poster should chill out, or maybe suggesting that he should spend hours on the phone calling a (potentially overseas) number really need to think about what message they are giving to zenimax.

Yes, there are a bunch of people on these forums with entirely unreasonable complaints. I'm certainly not denying that. But this is not one of them. That this is happening and that people are effectively telling ZOS that they think it's perfectly OK by telling the OP to relax and let customer service deal with it in their own time is not doing anyone any favours.

Jeverest

That is part of what's frustrating, half of the people telling me to pipe down are the ones that haven't been banned. It's like look - I paid 70+ dollars on this. Might not be a big deal for you... but for me that was a weeks worth of meals, or having to miss out on real life activities because I couldn't put extra gas in the tank, so I couldn't go out drinking with the guys or something.

Every dollar is calculated. Every friggin dollar. so when I spend a bit extra elsewhere it impacts another and I have to make sacrifices... I made the sacrifice to buy this game, and now no one is showing me that they can make sacrifices to unban my account in a timely manner.

I do think that this is absolutely a reason to be upset. I think it's absolutely a reason to be pissed. Last night I took it in stride. Today, I'm angry.

If that's not understandable... then hell... I dunno what to tell you.

shawn.bellb16_ESO

I'm with Jev on this every step of the way. There's no way I'm going to calm down until this is resolved and compensated for. It's actually insulting being accused of cheating in the game and then banned for it when we've done nothing wrong. Imagine if you were taking an exam and the proctor says you cheated and the school expels you. All your tuition, all your time, wasted when you've never cheated on anything, ever.

I did get a callback today, finally after a 3rd ticket. While appreciated, it was pretty useless. She was from the accounts dept and basically told me, "I understand your frustration but your case is currently being investigated in the terms dept and it's not my problem" Wow, thanks...it's being investigated eh? well if they had done any investigation when the glitch first occurred. I WOULDN'T BE BANNED IN THE FIRST PLACE. It took 5 minutes to ban my account after I fell off the world during normal play, it should take 5 minutes to fix.

Jeverest

I just got emailed from Brian. He just removed the ban from my account. I'm so happy I could crap a skittle... or two.

I'll send him a thanks email and mention your name Shawn

shawn.bellb16_ESO

Awesome news Jev! glad your back in. Have they offered any compensation for the incident? Also, my ticket number is 140427-074079

Jeverest

No and to be honest I probably won't ask for any. I just like to rattle cages as loudly as possible until I get a fix. Though you may want to look at the other post. Jordan says he's looking into your stuff.

shawn.bellb16_ESO

I got an email from Brian, replied with the requested information and he said he was looking in to it. Nothing back for the past 3 hours though. Looks like I'm going another day without access. Seriously frustrating.

Jeverest

So now, post ban, i cant send whispers, talk in zone, or send mail. Fannnntastic.