Support Team on THIS forum

Arwyn

Im curious, are you guys here ZoS or are you a separate team?

The reason I ask is that support issues posted here seem to be about 90% ignored or unanswered. This leads me to believe that this is nothing to do with the real support team.

I used to run a support forum for a broadband company, I lived there answering problems, every post had some kind of answer even if it was a "I see you" post, I see very little here other than basic moderation.

The post introducing the forum suggests support is available here, however it seems its not. Is there a problem?

This forum is either a place to get help or its a dumping ground, outside reviewers are seeing the latter.

Is this going to change or is this subscription MMO in a lot of trouble (support wise!!)

FezzikVizzini

I believe they are a seperate CS company and not ZOS.

Mind you as ESO has one of the most apalling UIs I have ever seen (spcifically the inventory and guild store) and these forums are some of the most badly laid out I have ever seen I can understand why people would think the two were connected.

Arwyn

Do you have anything "concrete" that says theyre different (dont want to doubt your word but hey )

UI is something fixed by addons so I have never minded it, the lack of buff/debuff monitoring sucks but hey thats just me.

(bear in mind I said "I" and "me", opinions are like asses. everyone has one)

FezzikVizzini

I have nothing definitive. Just going on what I have read in other posts.

Arwyn

FezzikVizzini wrote: »

I have nothing definitive. Just going on what I have read in other posts.

mmm me too tbh, lets see if a green ring replies........hey is that a pig?

michaelpatrickjonesnub18_ESO

People that matter read it, don't worry. There are thousands of posts. There are so many issues with this game right now they can only concern themselves with the most urgent issues first. And there are so many urgent issues that even urgent issues are being prioritized.

See, if the game was released with more polish, it would have saved them, and their customers, a lot of grief.

Hire experience. Hire talent. Amazing how business works.

Remember Rome II. Nine patches did nothing to hold anyone's attention. Took them ten patches to figure out their graphics card/video memory issues. By then, nobody cared.

Arwyn

Seriously, this needs to be addressed, the fact this very thread is still here is shocking. WHERE IS SUPPORT ON THE SUPPORT FORUMS???

Arwyn

No threads actually get any support, this isnt a support forum, its fast becoming the joke of the industry, im not kidding!

Zabus

The forums are a complete mess lol, lack of a real support forum, general dicussion, etc..

Rhoric

How little you know. Threads do get support, by the players and if you have read any topics there are times you will see a post get edited by ZOS saying a support ticket has been opened for the poster. This is how most MMOs do this with support forums. Support forums are mainly for players helping players. Anything more serious is handled thru support tickets.

Nooblet

They've been very active. I'd be shocked if they reply to this pointless thread, much like 90% of the threads.

I've been assisted by them myself.

Arwyn

Rhoric wrote: »

How little you know. Threads do get support, by the players and if you have read any topics there are times you will see a post get edited by ZOS saying a support ticket has been opened for the poster. This is how most MMOs do this with support forums. Support forums are mainly for players helping players. Anything more serious is handled thru support tickets.

Thats crap, this forums inrto suggests we can get support from the comapny. To expect this to be players helping players is nothing short of ***.

Arwyn

Nooblet wrote: »

They've been very active. I'd be shocked if they reply to this pointless thread, much like 90% of the threads.

I've been assisted by them myself.

Cool, link me the thread they helped you in, I will gladly shut up then.

Arwyn

Nooblet wrote: »

They've been very active. I'd be shocked if they reply to this pointless thread, much like 90% of the threads.

I've been assisted by them myself.

Just checked all of your previously made posts, not one has a green comment on it and one deserved one.

Don't come here with your ***. You want to support the company that's fine, don't sit here and lie to the rest of us in their defence when they haven't earned it.

This support sucks. It needs to be better and it needs to be better now, it can start with these forums being manned.

Rhoric

Arwyn wrote: »

Rhoric wrote: »

How little you know. Threads do get support, by the players and if you have read any topics there are times you will see a post get edited by ZOS saying a support ticket has been opened for the poster. This is how most MMOs do this with support forums. Support forums are mainly for players helping players. Anything more serious is handled thru support tickets.

Thats crap, this forums inrto suggests we can get support from the comapny. To expect this to be players helping players is nothing short of ***.

No it isn't crap. I have seen this in every MMO I have played for the past 14 years. I have helped numerous players over the years in MMO support forums. The Devs DO read the forums, they don't normally post cause if they do and say something then players take it as gospel and then when it doesn't come to happen. Then all the players get up in arms over it cause a Dev said it was gonna happen as it had been posted on the forums. So they refrain from posting for that reason and also because they are busy working on the game.

Arwyn

Rhoric wrote: »

Arwyn wrote: »

Rhoric wrote: »

How little you know. Threads do get support, by the players and if you have read any topics there are times you will see a post get edited by ZOS saying a support ticket has been opened for the poster. This is how most MMOs do this with support forums. Support forums are mainly for players helping players. Anything more serious is handled thru support tickets.

Thats crap, this forums inrto suggests we can get support from the comapny. To expect this to be players helping players is nothing short of ***.

No it isn't crap. I have seen this in every MMO I have played for the past 14 years. I have helped numerous players over the years in MMO support forums. The Devs DO read the forums, they don't normally post cause if they do and say something then players take it as gospel and then when it doesn't come to happen. Then all the players get up in arms over it cause a Dev said it was gonna happen as it had been posted on the forums. So they refrain from posting for that reason and also because they are busy working on the game.

So let me get this right, a support forum, advertised as a place to get support, is ok to be manned by decent players and not support personnel, that's that you are telling me?

Im not asking for devs to man this place, im asking for support people to man it, thier word is not as gospal as you propose.

Arwyn

I feel I need to reiterate this, THIS IS A CUSTOMER SERVICE FORUM. It isnt a General chat forum people should come here and expect help. This isnt happpening.

Rhoric

You are asking for support from Devs as they are really the only ones that can combat the problems players are having. Support personnel that answer support tickets get their responses from Devs as the Devs are the only ones that know how the game operates. Level 1 support is people hired to answer support tickets with premade answers. Higher level support have been briefed by Devs and have tools to resolve some minor issues. More complex issues are sent to Devs themselves and that is were we get our patches from.

Arwyn

Rhoric wrote: »

You are asking for support from Devs as they are really the only ones that can combat the problems players are having. Support personnel that answer support tickets get their responses from Devs as the Devs are the only ones that know how the game operates. Level 1 support is people hired to answer support tickets with premade answers. Higher level support have been briefed by Devs and have tools to resolve some minor issues. More complex issues are sent to Devs themselves and that is were we get our patches from.

I hate to use is as a comparison but go post a problem on WoW's service forum (actually go find me a post on there that isnt replied to). there are 100 problems listed here that are in the support domain. I dare you, count the support replies in the first 10 pages of this forums, if you make 10 i Will be very surprised.....and a ton of these are "Level 1" support as you call it.

We are paying a sub, what do yo expect for that money? in this day and age it has to be alot to expect sub money, im expecting the amazing support I was promised, the company promised it from day one, its not here.

Wanna pay for no support thats your business.

I dont, I want support to improve, hence my post.

Rhoric

Yes it is so here, in support tickets. There are so many support tickets out there cause people open multiple tickets for one problem as a lot don't bother to respond to the email response they get. they just go and open a new ticket. If there was an actual ticket system here where you could login and respond to your ticket there. If there was then that would free up the number of tickets opened.

As for now everything is done thru the current ticket system so the majority of the support is thru there. Here on the forums you will get help mainly from the players and from the Mods when they can.

And why would I want to go to the garbage game WoW

Nooblet

Arwyn wrote: »

Nooblet wrote: »

They've been very active. I'd be shocked if they reply to this pointless thread, much like 90% of the threads.

I've been assisted by them myself.

Cool, link me the thread they helped you in, I will gladly shut up then.

There was threads where i was refered to customer support. And I was also assisted in private tells from admin/mods.

I do not think this thread is worth my time to look for the exact posts.

Nooblet

Arwyn wrote: »

Nooblet wrote: »

They've been very active. I'd be shocked if they reply to this pointless thread, much like 90% of the threads.

I've been assisted by them myself.

Just checked all of your previously made posts, not one has a green comment on it and one deserved one.

Don't come here with your ***. You want to support the company that's fine, don't sit here and lie to the rest of us in their defence when they haven't earned it.

This support sucks. It needs to be better and it needs to be better now, it can start with these forums being manned.

I was assisted in threads created by others with similar issues. And also assisted in private tells.. I really don't care if you beleive me or not. I simply answered with my experience, and dont feel the need to prove anything. Not sure why I would lie.

cisadanepajsuxrwb17_ESO

I dont think the forums are part of the company. It wouldnt make sense financially to have a full fledged team answering things at this stage in the game. I reckon these 'greens' was briefed if there is any real problem, bulletpoints it, and sends to devs for action and thats it.

Midvaineb17_ESO

Guys, instead of screaming on every member of the TES Support Team, try to use Suppot button on this site. Support Team is working, and they are working good. As for me, I've send few questions for myself, and they answer me immediatly...What else do you want?