How do you deal with customer support?
Road2insanity777
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I have spend the last several hours trying to contact support. Thus far I have gotten 2 replies. One Email that blew me off and told me if i still had concern to reply to that email. I did, twicem with no responce. Second after 20 or so odd forum posts I finally got a staff reply, again blowing me me off and locking the thread. HOW DO I TALK TO SOMEONE WHO WILL REPLY MORE THAT ONCE?????
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Samadhi✭✭✭✭✭
✭✭✭How do you deal with customer support?
Politely."If you want others to be happy, practice compassion. If you want to be happy, practice compassion." -- the 14th Dalai Lama
Wisdom is doing Now that which benefits you later.
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Drigr✭✭Maybe you're new to this whole game forum thing, but typically when someone like @ZOS_EveP closes your thread it's not an invitation to create essentially the same thing.4 -
DieAlteHexe✭✭✭✭✭
✭✭DogFaceInBananaPatch wrote: »Why does your (OP) profile say you were "invited by" a moderator?
Might be due to receiving an email link when signing up for the game and clicking on it to arrive on the forums. That's how I ended up with it, I think.
Dirty, filthy casual aka Nancy, the Wallet Warrior Carebear Potato Whale Snowflake2 -
Mephos✭✭✭ok, as serious answer.
the following I noticed when having contact with costumer support
a) directly answering to their answer will not bring you a faster reply. answering again in a certain amount of time will bring you at the end of the que again and you have to wait longer, so have patient
b) about only 10% of the CS have a real clue what they need to do and read mails. this means in 9 out of 10 cases you will get a copy&past robot standard answer to your problem that doesn´t has anything to do with your problem (example: I did not get a mail for my forum account, they did send me 3 mails as answers how to reset my forum pw, but what I needed was the access code from the beginning. in the end after 20 days of waiting one person created me an account and solved the problem)
c) if its not game breaking, do not contact CS for your own good and sake. dealing with the CS of eso is stressful and can cause a lot of frustration and anger (example, topic start post). I once contacted CS because I deleted a rare motif (deadric, 200k value at that time) and the reply was that I should use the ingame /bug command to report any bugs. See.. I just forgot the 200k and moved on because dealing with CS is way worse then losing 200k gold (serious answer). only contact them if you can´t play at all.
d) deal with it. CS is not really good in this game (my experience so far). I only met one CS (Thorsten) who actually was human and friendly and helped me. all future tries to contact him personal by asking to give him my tickets have lead to other CS members answering my mails with wrong stuff. so they don´t shift tickets and you can´t ask for specific CS from a person you already know.
e) use phone if very important. talking to someone actually helps in most of the times faster than writing since you can explain them what you actually need and they can respond (not that I had good experience with this either, but it was better than mail)
f) get ready to receive a survey after EACH time you contact the CS where they ask how you liked the CS .. every freaking time -.- ..
overall, just don´t bother with problems if they are not game breaking. serious.. my best hint is to not use CS at all if not really needed. deal with bugs and other stuff your way ..8 -
Navuri✭✭✭First world problems are really funny. How are they supposed to respond right away to your specific problem? Maybe you should just submit a ticket and wait a few days like everybody else. I did that twice and customer support helped me just fine. They were polite, I was polite, and the problem got solved.7
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AngryNord✭✭✭✭✭
✭✭RedMiniStapler wrote: »I haven't tried customer support yet, do they have live chat support?
No, but in some cases a GM will contact you in-game1 -
Road2insanity777✭✭✭RedMiniStapler wrote: »I haven't tried customer support yet, do they have live chat support?
Hahaha no lolEdited by Road2insanity777 on August 20, 2014 9:10AM1 -
Road2insanity777✭✭✭ok, as serious answer.
the following I noticed when having contact with costumer support
a) directly answering to their answer will not bring you a faster reply. answering again in a certain amount of time will bring you at the end of the que again and you have to wait longer, so have patient
b) about only 10% of the CS have a real clue what they need to do and read mails. this means in 9 out of 10 cases you will get a copy&past robot standard answer to your problem that doesn´t has anything to do with your problem (example: I did not get a mail for my forum account, they did send me 3 mails as answers how to reset my forum pw, but what I needed was the access code from the beginning. in the end after 20 days of waiting one person created me an account and solved the problem)
c) if its not game breaking, do not contact CS for your own good and sake. dealing with the CS of eso is stressful and can cause a lot of frustration and anger (example, topic start post). I once contacted CS because I deleted a rare motif (deadric, 200k value at that time) and the reply was that I should use the ingame /bug command to report any bugs. See.. I just forgot the 200k and moved on because dealing with CS is way worse then losing 200k gold (serious answer). only contact them if you can´t play at all.
d) deal with it. CS is not really good in this game (my experience so far). I only met one CS (Thorsten) who actually was human and friendly and helped me. all future tries to contact him personal by asking to give him my tickets have lead to other CS members answering my mails with wrong stuff. so they don´t shift tickets and you can´t ask for specific CS from a person you already know.
e) use phone if very important. talking to someone actually helps in most of the times faster than writing since you can explain them what you actually need and they can respond (not that I had good experience with this either, but it was better than mail)
f) get ready to receive a survey after EACH time you contact the CS where they ask how you liked the CS .. every freaking time -.- ..
overall, just don´t bother with problems if they are not game breaking. serious.. my best hint is to not use CS at all if not really needed. deal with bugs and other stuff your way ..
Next time try sending it to there the support email on there CORPORATE site. Just got me a reply from a human lol.3 -
Mephos✭✭✭Road2insanity777 wrote: »
Next time try sending it to there the support email on there CORPORATE site. Just got me a reply from a human lol.
lol, will do that, thx mate xD
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I Have had many issues ingame, and customer support have always contacted me ingame (specifically about quests ) they have always helped with progress past the quest.. guess the ingame help depends on the type of issue u submit.Road2insanity777 wrote: »RedMiniStapler wrote: »I haven't tried customer support yet, do they have live chat support?
Hahaha no lol
*** Intel Core i9-7940x ***
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RedMiniStapler✭✭✭Maybe live chat support is something they should look into. That way support tickets won't be as clogged up. Like using in-game bugs or other reports for support tickets, and billing and other inquiries for live chat support.1 -
KitLightning✭✭✭✭I've had one ticket escalated six times to a new supporter, how many levels of competence are there within the support
Edit:
level 1: Mover-Of-Stacks-Of-Papers
level 2: Looks-At-Papers-Passing-About
level 3: Reader-Of-Papers-Moving-About
level 4: Acknowledger-Of-Paper-Moving-Around
level 5: Confirmer-Of-Paper-Moving-Around
level 6: Superior-Re-Reader-Of-Paper-Moving-Around
level 7: ?Edited by KitLightning on August 20, 2014 11:24AM"I'd rather be insane in a sane world, than sane in an insane world!" ~MeWarning - This is a spoiler and looking at it for too long may cause irrecoverable eyesight issues.
◔̯◔
MechWarrior: Living Legends – Total conversion modification for Crysis Wars.
kitlightning.deviantart5 -
smeeprocketnub19_ESO✭✭✭✭✭
✭I've mostly had good experiences. One time they seem to have forgotten about escalating a ticket I submitted, it was to get the costumes I didn't keep after a few quests, but I decided just to level an alt to get them.
They are always very helpful. I feel like I'm dealing with an entirely different CS than people on the forums.Dear Sister, I do not spread rumors, I create them.3 -
TheAmu✭✭✭Hm. I've only ever had good experiences dealing with CS.
First time, the main quest line was bugged and I couldn't progress. Instant help, and one or two email exchanges later, and I was back on track.
Second time, when I faced Molag Bal it was bugged. I sent a help request, and received help. I tried what they suggested, bam. Done.
Third time I was simply complaining that I couldn't defeat a boss. Wasn't a bug or anything, I was just having a hard time. Got a response with some suggestions. None of them helped, and I replied to say so.
I got a response back within half an hour. The guy related to my frustration with that particular boss and told me of his experience. I made a suggestion about how it would be easier for me to ask a friend for help if my friend didn't have to be in the same damn phase as me, or have not done the quest previously.
He wrote back agreeing with me and said that he had passed on my suggestion to the appropriate team.
Hells. Yeah.
I beat the boss through sheer (screaming) determination. The CS suggestions didn't help me, but the support and understanding from that CS agent was excellent.
I don't know why you're getting such bad customer support dude.3 -
theyancey✭✭✭✭✭
✭Over the last year since I started beta I have dealt with them by phone, e-mail, and in-game reports. They were fantastic. They may not have been able to resolve my issue immediately but they did eventually get it worked out. They were friendly, knowledgeable, and certainly knew the game lore and mechanics. I have been pleasantly surprised and impressed with them!5 -
MeowGinger✭✭✭Over the last year since I started beta I have dealt with them by phone, e-mail, and in-game reports. They were fantastic. They may not have been able to resolve my issue immediately but they did eventually get it worked out. They were friendly, knowledgeable, and certainly knew the game lore and mechanics. I have been pleasantly surprised and impressed with them!
This ^ has been the case for me. I've only experienced prompt and friendly (both personable and lore-friendly) responses, always within a couple of hours by e-mail, always the same day. I even got a response ~15 minutes after I sent a ticket, on a weekend, close to midnight EST. I've had trouble with misunderstandings, but those are dependent on my ability to explain myself clearly, not just on the other person.
Edit: responding directly to the support e-mail did get me another prompt response.Edited by MeowGinger on August 20, 2014 12:43PM1 -
nerevarine1138✭✭✭✭✭
✭✭✭✭✭I have to agree with all the later posts on the thread. I've received nothing but excellent CS from this game, and I've always received my replies via e-mail or in-game chat within an hour of submitting a ticket.
OP, et al.: you're confusing CS with magic. Contacting CS does not mean that your problem will be solved to your satisfaction. Contacting them repeatedly and belligerently does not change that.Edited by nerevarine1138 on August 20, 2014 1:38PM----
Murray?5 -
ers101284b14_ESO✭✭✭✭✭
✭✭✭First time I sent them a support ticket, after about 40 minutes the emailed me back, asking me to write them back, I emailed them back, they responded and gave me some fixes, I tried them they worked, we thanked each other and they closed the ticket, took about an hour and a half total.
The second time I wrote them on Facebook they responded within 20 minutes and the whole things was taken care of through email after that, the whole thing took about an hour.
The Third time was a missing achievement, they responded by email about 20 minutes later and asked me what time I would be on playing. I got on about an hour before I said I would and they noticed I was on so a GM showed up apologized for the problem and gave me my achievement.
The Fourth time was using the in game chat with support feature. That took about 30 minutes because the chat kept kicking us off. Still they where polite and awesome which I told them so.0 -
JessieColt✭✭✭✭Road2insanity777 wrote: »I have spend the last several hours trying to contact support. Thus far I have gotten 2 replies. One Email that blew me off and told me if i still had concern to reply to that email. I did, twicem with no responce. Second after 20 or so odd forum posts I finally got a staff reply, again blowing me me off and locking the thread. HOW DO I TALK TO SOMEONE WHO WILL REPLY MORE THAT ONCE?????
First of all, CS didn't "blow you off" they gave you information based on whatever amount of information you gave to them regarding the issue you are having. You just didn't like their reply. They also invited you to provide more information by telling you to reply if you still had a concern.
Second, most CS software platforms sort the replies from users by the oldest first, which means, as someone else said, each time you reply, you push your case further down the list since you repeatedly have a timestamp that is newer than the other cases that are pending. Stop doing that unless you are providing more information regarding the issue.
Third, provide as much good information as you can regarding the issue. If you leave them trying to guess what the hell you are talking about it will take longer for them to figure out what you are trying to tell them and then reply to you. If you do NOT provide sufficient information, you will end up with a reply that either has nothing to do with your actual issue, or you will get a reply that only half addresses the issue and you will think they are "blowing you off".
Fourth, whining in the forums will not resolve the issue for you. You clearly have an issue. You have done the right steps by contacting Customer Support. You have done the WRONG steps by not providing sufficient, good, and appropriate information regarding the issue you are having.
Fifth, You are under the assumption that you are the only person contacting CS and therefore should be getting a reply within 5 minutes of contacting them. You are not. Monday is the worst day for CS. There is usually a limited number of staff on the weekend and on Monday the full staff is trying to deal with the back up of cases/issues from over the weekend. Be patient. Monday and Thursdays can also be busy for this particular game since those are release days. Meaning every issue that everyone notices from the releases will be blasted to CS after the servers are restored. Be Patient.
Sixth, you give what you get. If you are whiny and nasty in your original contact, you will most likely get a very curt reply from the CS rep who gets your case. Don't be that user. It isn't their fault you are having an issue, and your attitude towards them can make all the difference in the world. Yes, they KNOW you have an issue or you wouldn't have contacted them. Complaining, loading your message with profanity, or telling them how much the game sucks, they suck, or the company sucks, will NOT endear you to them. Do not abuse the people you are trying to get to help you.
Seventh, details, details, details. Just saying you have a problem/issue/concern and then giving scant information is not going to help you or them, and you will find that you have to go back and forth with them trying to resolve the issue. If you have tried to resolve the issue yourself, provide the exact things you have already done. Do not say something like "I tired to fix it and it didn't work" they are NOT mind readers and have no freaking clue what you have or have not done already. You will have to start from step one.
Eight, do not be that customer that ends up on Customer Suck or Not Always Right.1 -
Jroc✭✭✭All I've had is good experiences with CS. They have responded to me quickly, and not just with an automated response but one that actually addresses my concerns, and is obviously for the most part written specifically for my issue.Edited by Jroc on August 20, 2014 2:33PMIt's all good Bollywood4 -
k9mouse✭✭✭✭✭
✭First world problems are really funny. How are they supposed to respond right away to your specific problem? Maybe you should just submit a ticket and wait a few days like everybody else. I did that twice and customer support helped me just fine. They were polite, I was polite, and the problem got solved.
I have talk with CS several times, they have always help me with my problem and fast also. FACT: CS does deal with thousands of email requests per day, so give them time to work. Being kind goes a long way also. I think CS is good for this game overall.
Edited by k9mouse on August 20, 2014 2:51PM2 -
Talrenos✭✭✭✭Road2insanity777 wrote: »I have spend the last several hours trying to contact support. Thus far I have gotten 2 replies. One Email that blew me off and told me if i still had concern to reply to that email. I did, twicem with no responce. Second after 20 or so odd forum posts I finally got a staff reply, again blowing me me off and locking the thread. HOW DO I TALK TO SOMEONE WHO WILL REPLY MORE THAT ONCE?????
Since when did ZOS start having customer support???2 -
cyqa✭✭✭I have had nothing but good experiences with customer support. When I contacted them, they fixed my problem within 25 minutes. Thank you Kevin in CS!
I think you just need the breathe, write an articulate and concise ticket, and wait. I doubt that they are intending to blow you off.3 -
Srugzal✭✭✭✭✭Road2insanity777 wrote: »I have spend the last several hours trying to contact support. Thus far I have gotten 2 replies. One Email that blew me off and told me if i still had concern to reply to that email. I did, twicem with no responce. Second after 20 or so odd forum posts I finally got a staff reply, again blowing me me off and locking the thread. HOW DO I TALK TO SOMEONE WHO WILL REPLY MORE THAT ONCE?????
I suppose you're falling into the trap of unrealistic expectations on top of not understanding the process. The fact that one learns the process piecemeal doesn't help, either.
In general,
a) do not open a new ticket each time you want attention, and
b) do not use the forums to vent.
If you do, you'll get nowhere fast.
Here's how I've handled my interactions with support, and I've had a lot of them in the last year, let me tell you, and all of them have ended up positively.
1. The first reply you get to a ticket is always a formality. It's merely a "we got it, thanks, we're looking at it" and it might have some boilerplate in it that may or may not have anything to do with your problem. Don't get upset, just relax. Always reply to it, thanking them for looking into your problem, explaining it further, and asking them when you should expect further replies. If you've already sent an in-game /bug report if it's a game bug, add a reference to that ticket number. You didn't write down the number? Oops, remember to do that next time.
2. Wait at least 48 hours, possibly longer if you've sent your ticket in over the weekend. You're not the only one trying to get help, you know.
3. If you haven't heard after a couple of days, then send another reply in which you provide additional information and politely ask them for a response.
90% of the time you will get a reply at that point, possibly without step 3. This will normally be from the next tier of support, letting you know what they're doing. The reply may or may not be satisfactory. I've had responses indicating that someone along the line has misunderstood the problem completely. That's okay, mistakes happen, explain patiently with them what they got wrong. Don't rage at them, don't verbally abuse them. Remain calm. You'll get what you need eventually.
4. If your 2nd and 3rd requests go unanswered, sign up for a phone contact. I've done this on several occasions, and they have never failed to resolve the issue for me over the phone. You have to remain flexible, calm, and in control. Simply, don't be a *** over the phone.
I'm not at all suggesting that you have been a ***, but I am suggesting that a little patience and forbearance will go a long way towards helping you get your issue settled.
I hope that helps.
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stabbykitteh✭✭✭✭As others have said, I deal with them politely and have recieved excellent, timely and often humorous responses via e-mail.
It's always a good idea to keep in mind that while there are many soul-leaching professions out there, customer service is near the top of the list. Be nice.3 -
Road2insanity777✭✭✭Road2insanity777 wrote: »I have spend the last several hours trying to contact support. Thus far I have gotten 2 replies. One Email that blew me off and told me if i still had concern to reply to that email. I did, twicem with no responce. Second after 20 or so odd forum posts I finally got a staff reply, again blowing me me off and locking the thread. HOW DO I TALK TO SOMEONE WHO WILL REPLY MORE THAT ONCE?????
I suppose you're falling into the trap of unrealistic expectations on top of not understanding the process. The fact that one learns the process piecemeal doesn't help, either.
In general,
a) do not open a new ticket each time you want attention, and
b) do not use the forums to vent.
If you do, you'll get nowhere fast.
Here's how I've handled my interactions with support, and I've had a lot of them in the last year, let me tell you, and all of them have ended up positively.
1. The first reply you get to a ticket is always a formality. It's merely a "we got it, thanks, we're looking at it" and it might have some boilerplate in it that may or may not have anything to do with your problem. Don't get upset, just relax. Always reply to it, thanking them for looking into your problem, explaining it further, and asking them when you should expect further replies. If you've already sent an in-game /bug report if it's a game bug, add a reference to that ticket number. You didn't write down the number? Oops, remember to do that next time.
2. Wait at least 48 hours, possibly longer if you've sent your ticket in over the weekend. You're not the only one trying to get help, you know.
3. If you haven't heard after a couple of days, then send another reply in which you provide additional information and politely ask them for a response.
90% of the time you will get a reply at that point, possibly without step 3. This will normally be from the next tier of support, letting you know what they're doing. The reply may or may not be satisfactory. I've had responses indicating that someone along the line has misunderstood the problem completely. That's okay, mistakes happen, explain patiently with them what they got wrong. Don't rage at them, don't verbally abuse them. Remain calm. You'll get what you need eventually.
4. If your 2nd and 3rd requests go unanswered, sign up for a phone contact. I've done this on several occasions, and they have never failed to resolve the issue for me over the phone. You have to remain flexible, calm, and in control. Simply, don't be a *** over the phone.
I'm not at all suggesting that you have been a ***, but I am suggesting that a little patience and forbearance will go a long way towards helping you get your issue settled.
I hope that helps.
Yea thats the approach i started with... after hours of being ignored, this is what happens, deal with it.0
