Another game with horrible customer support

Selodaoc

Why is it that every newer Mmorpg have absolutly horrible customer support?

AoC , Rift, Aion, Swtor and more. All had nonexistant customer contact on forums.
I havent played a game with god customer relations since DaoC and EQ.

I wonder when companies will learn that people will leave if they feel neglected and their voices and concerns are not heard.

Reignskream

Soo are you posting here because you have an issue with other video games support? orrr what? I think if you have a problem with AoC, Rift, Aion, and Swtor, you should take it up with them in their CS forums, not ESO's forums.

Liquid_Time

Well I had my account created for this forum in under 48 hours.. I work in IT and that is fast considering general access takes 3-5 business days for us. With that being said you need to contact their support by appropriate means and not the forums..

Did I miss something within your post or is it simply a rant?
Hope that helps..

Fairydragon3

Reignskream wrote: »

Soo are you posting here because you have an issue with other video games support? orrr what? I think if you have a problem with AoC, Rift, Aion, and Swtor, you should take it up with them in their CS forums, not ESO's forums.

Naw screw that call Obama, He can fix it, yes he can

Selodaoc

My problem is generally all the techinal problems people are having, and the only ones that answear are players, not zenimax staff.

Same with the tons of class topics with concerns, there is not a single answear in any posts.
The only replies are to tell people to shut up.

DrywFiltiarn

Selodaoc wrote: »

My problem is generally all the techinal problems people are having, and the only ones that answear are players, not zenimax staff.

There's only so much ZOS staff can handle in a day. Consider the cheer amount of tickets they receive everyday, and the number of posts made on this forum. It's virtually impossible to respond to every single message being targeted at them, unless they employ 1000 people at once on CS, which they probably can't afford. For pretty much every "big issue" topic there's an official topic already where a ZOS staff member (or multiple) is involved and is responding. You can't expect them to give the same answer in every single topic about the same issue.

Search is your friend in most cases, to see if there isn't already a topic that covers your issue, and that does have ZOS staff responses in it.

Moonraker

Selodaoc wrote: »

AoC , Rift, Aion, Swtor and more. All had nonexistant customer contact on forums.
I havent played a game with god customer relations since DaoC and EQ.

What is this non existent customer contact you talk of? Seems to be more ZOS staff presence on these forums recently with staff posts now identified, threads updating Known Issues etc. On the Developer Tracker which doesn't have all posts there are always new posts.

In my experience the CS has been really good with prompt responses to tickets even in this busy launch period.

I think people also forget that with advanced systems like RightNow Technologies (which I believe they use) the need to have direct contact on the forums is not the same. It's still there but often the best way to get support to customers is via the official ticketing process where issues can be dealt with most efficiently.

It's great when you get actual developer input but like what happened in WoW with Ghostcrawler, it ended up generating so much forum traffic, misinformation and drain of developer time he pulled back. Now they are a lot more responsive via Twitter etc. It would be nice to see more of that from ZOS developers. But for CS they do a good job on the forums mostly and increasingly the information is getting out there. For a new AAA MMO that's barely a month old I think they have done a good job so far.

Selodaoc

Looking at dev tracker theres almost no replies to player problems or class concerns.
Only replies to new content or maintanence notes.

A mmorpg need 1 or 2 persons per class that answears peoples questions on regualar basis
(daily on forum, not social media like facebook, twitter or other crap)

DrywFiltiarn

Like I said before, for most issues one large main topic for that specific issue exists and ZOS staff does respond there.

krazystring_ESO

my experience has been great, the 3 real CS issues i had, where i contacted them by email, were all answered and resolved in less then 30 min, which is insane, the in game stuff i don't ever get a response to, but that more bug, glitch stuff and from experience in every other game ever, i don't expect a response, even if i would like one.

stewartkub17_ESO

We have had 5 separate problems that varied from a re-installation issue to general questions about the client. This does not count the many bug reports we sent in during Beta.


In every instance, Customer Support has responded in a timely and professional manner.

From email, to Telephone Callbacks, our problems and other items were taken care of and solved or otherwise explained to our satisfaction.

In one instance where our game play could have been interrupted ( the whole Amazon shipping the game late debacle ) Customer Service came through and extended our time to account for the delay which allowed us an UN-interrupted experience.

I know others have reported problems, but for us, I can only say that we are very pleased with the response and quality of service WE have received to date.

Again, this has been our experience.
jen

Sidney

I've had awesome support from them since day one. I have been fortunate enough to have less bugs than most and mine weren't game breaking.

Keep in mind they have to read every ticket that comes in. And when people are getting impatient and putting in multiple tickets for the same issue when their first one is still open, it's one more thing they have to read.

Now imagine if a second person picked up the ticket and started working on it. You now have more than 1 support person working on your same issue and trying to resolve it.

Even if they look at the account and say okay "okay, person 1 is handling the ticket. Ill just close this one and move on to the next" - they still had to spend time reading it.

We've all seen it. People often come on these forums and say they put in another ticket.

Really the only thing we can do is have patience and make sure you submit thorough, descriptive bug reports.