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How do you deal with customer support?
-
Arabth✭✭Well for me I have never had problems with the support, Allways been helpfull and trying as much as they have to help know other that have not had good service but i feel in this regard i have goten good help and as fast as they could anser me1 -
nerevarine1138✭✭✭✭✭
✭✭✭✭✭Road2insanity777 wrote: »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.
Yeah, based on your writing here, I'm prepared to bet that your tone/approach has been... shall we say, "less than measured."
If you submit a ticket to CS, you get a personalized response within a very short time frame. If you don't like the response, that's a separate issue. There's only so much CS can do for you.----
Murray?2 -
Road2insanity777✭✭✭nerevarine1138 wrote: »Road2insanity777 wrote: »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.
Yeah, based on your writing here, I'm prepared to bet that your tone/approach has been... shall we say, "less than measured."
If you submit a ticket to CS, you get a personalized response within a very short time frame. If you don't like the response, that's a separate issue. There's only so much CS can do for you.
Considering that my ticdket was about specific cyrodiil exploits and there reply was to repair my launcher, I'd be willing to bet they aren't personal. At best maybe selected automatically from keywords.0 -
Auric_ESO✭✭✭✭umm...24x7 toll free number. If I get a problem and I cant progress I call them. If its a bug I /bug it and know I wont get an answer since they dont answer /bugs. I've called them maybe 5 times since early access and always got helped out. The trick is not to call them on why my weapon doesnt do as much damage as my other weapon, like cs is gonna be able to help with that. But my character is stuck in the under the landscape. Yeah works for that.
So I guess alot depends on what your contacts have been about.
https://help.elderscrollsonline.com/app/answers/detail/a_id/7654Edited by Auric_ESO on August 20, 2014 7:06PM"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0 -
Auric_ESO✭✭✭✭Road2insanity777 wrote: »nerevarine1138 wrote: »Road2insanity777 wrote: »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.
Yeah, based on your writing here, I'm prepared to bet that your tone/approach has been... shall we say, "less than measured."
If you submit a ticket to CS, you get a personalized response within a very short time frame. If you don't like the response, that's a separate issue. There's only so much CS can do for you.
Considering that my ticdket was about specific cyrodiil exploits and there reply was to repair my launcher, I'd be willing to bet they aren't personal. At best maybe selected automatically from keywords.
They are not going to discuss exploits with you. At best they are going to say we'll look into it and then start looking into it. They are NOT going to tell you what they did nor whom they are going punish or not nor when its going to be fixed by.
"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba3 -
zso72✭✭I skimmed over the posts in the thread- so sorry if this is redundant-
The best way to contact/interact with support is via PHONE. I was pretty let down with email support at first, just because it seemed like a lot of transferring and requesting me to respond for no reason just to keep the ticket open. That being said: I tried phone support one night, got my answer/issue resolved in 7 minutes on the phone. I still support occasional email tickets over topics I have no rush to mete out, but anything major that needs attention ASAP- put a callback into support and you will have an answer, if not a fix, quickly thereafter.0 -
ZOS_LenaicR✭✭✭✭Hi @Road2insanity777,
It is advisable to write only one ticket per issue. Creating several tickets for the same problem may lengthen the response time from our customer support.
Could you please provide us with a ticket number in which you had correspondence with an agent (if possible), or with the earliest ticket number that was created for your issue?
Thank you for your understanding.1 -
NorthernFury✭✭✭✭KitLightning wrote: »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: ?
As a former CSR, this usually occurs when no one knows how to fix your problem, and they bounce you around until you get tired of wasting your time and go away.
Also, when you demand to talk to a supervisor, be aware that you have usually been transferred to another CSR a cubicle or two away, who acts as the original CSR's 'supervisor'.Edited by NorthernFury on August 20, 2014 7:24PM
Skadi Storm-Blade - VR14 Altmer Sorcerer
Brynnhild Valkyrja - VR12 Nord DragonKnight
Haakon Hardrada - VR12 Nord Templar
Sanguine's Tester (retired)
Cattle die
kinsmen die
all men are mortal.
Words of praise
will never perish
nor a noble name.
- The Havamal0 -
Road2insanity777✭✭✭ZOS_LenaicR wrote: »Hi @Road2insanity777,
It is advisable to write only one ticket per issue. Creating several tickets for the same problem may lengthen the response time from our customer support.
Could you please provide us with a ticket number in which you had correspondence with an agent (if possible), or with the earliest ticket number that was created for your issue?
Thank you for your understanding.
140820-0000066
140820-0000067
140820-0000068
140820-0000076
and I have had correspondence with
Victor
Nikola
Aaron
"Gamemaster Rynraky"
Alexis
Daniel
and countless others who failed to mention their names.Edited by Road2insanity777 on August 20, 2014 7:47PM1 -
nerevarine1138✭✭✭✭✭
✭✭✭✭✭Road2insanity777 wrote: »ZOS_LenaicR wrote: »Hi @Road2insanity777,
It is advisable to write only one ticket per issue. Creating several tickets for the same problem may lengthen the response time from our customer support.
Could you please provide us with a ticket number in which you had correspondence with an agent (if possible), or with the earliest ticket number that was created for your issue?
Thank you for your understanding.
140820-0000066
140820-0000067
140820-0000068
140820-0000076
and I have had correspondence with
Victor
Nikola
Aaron
"Gamemaster Rynraky"
Alexis
Daniel
and countless others who failed to mention their names.
I call absolute bull on the "countless others who failed to mention their names."
That just isn't possible if you've been having any kind of official interaction with a ZO rep. Their e-mails are automatically signed with their name, and any in-game chat interactions start with their name. That is something they can't change. Every time you add something to your story it sounds more and more made-up.----
Murray?4 -
Road2insanity777✭✭✭I have several sign with this:
Warm Regards,
The Elder Scrolls Online Team
Customer By CSS Email (08/20/2014 12:40 AM)
0 -
nerevarine1138✭✭✭✭✭
✭✭✭✭✭Road2insanity777 wrote: »I have several sign with this:
Warm Regards,
The Elder Scrolls Online Team
Customer By CSS Email (08/20/2014 12:40 AM)
Sorry, I misspoke. It's not the signature on the e-mail. It's the header at the top of the box. If the e-mail comes from a ZO rep, it has to have their name at the top of your response. I'm looking at a number of different CS e-mails here, and they all follow the same format. You've been given names.----
Murray?0 -
Road2insanity777✭✭✭My guess is these ones are auto replys of some kind. Idk, any follow up question I ask on anything is answered by someone else who didn't bother reading the first one. How is this SUPPOSED to be functioning? Because this is no way to have a conversation...
I'm learning the only way to actually talk to someone on is with a phone, but that's not really an option for me.Edited by Road2insanity777 on August 20, 2014 8:10PM0 -
poodlemasterb16_ESO✭✭✭✭✭Road2insanity777 wrote: »
Strange, works for me. I have twice dealt with support and it was good both times. The last time, the dog, remember, they were very good and finally came around.0 -
nerevarine1138✭✭✭✭✭
✭✭✭✭✭Road2insanity777 wrote: »My guess is these ones are auto replys of some kind. Idk, any follow up question I ask on anything is answered by someone else who didn't bother reading the first one. How is this SUPPOSED to be functioning? Because this is no way to have a conversation...
I'm learning the only way to actually talk to someone on is with a phone, but that's not really an option for me.
I'd wait for a response from the moderator in this thread, but what you're describing is not how the CS system works. I think you've probably confused them by inundating them with multiple tickets/e-mails about the same issue, which does not require a ticket in the first place, only a bug report.----
Murray?1 -
Road2insanity777✭✭✭nerevarine1138 wrote: »Road2insanity777 wrote: »My guess is these ones are auto replys of some kind. Idk, any follow up question I ask on anything is answered by someone else who didn't bother reading the first one. How is this SUPPOSED to be functioning? Because this is no way to have a conversation...
I'm learning the only way to actually talk to someone on is with a phone, but that's not really an option for me.
I'd wait for a response from the moderator in this thread, but what you're describing is not how the CS system works. I think you've probably confused them by inundating them with multiple tickets/e-mails about the same issue, which does not require a ticket in the first place, only a bug report.
What i can't figure out at this point is how to deal with them asking me questions, then having someone else entirely respond with the same questions I just told the last 2. Then when I respond to catch them up, YET ANOTHER person opens it. I'm in an infanite CS LOOP!!!1 -
Araflin✭✭✭I used in-game requests, e-mail.
I treated them like people, because they are! They are also doing a job and have therefore guidelines and rules.
I try to be polite, respectful, and my usual slightly sarcastic / condescending self. All those I've dealt with (except one) have understood it as humour and tried to resolve my issue / bug report / question.
I'd also like to send them a box of chocolates at Christmas for putting up with the crap they get (please, charge it to my account! I can spare about £20 for the drunken rants I've had that you moderate and the rest of the stuff you put up with!
) " Brave Clarice. You will let me know when those Nirnroot stop screaming, won't you?"1 -
Tandor✭✭✭✭✭
✭✭✭✭✭nerevarine1138 wrote: »I think you've probably confused them by inundating them with multiple tickets/e-mails about the same issue, which does not require a ticket in the first place, only a bug report.
This.0 -
Auric_ESO✭✭✭✭Road2insanity777 wrote: »nerevarine1138 wrote: »Road2insanity777 wrote: »My guess is these ones are auto replys of some kind. Idk, any follow up question I ask on anything is answered by someone else who didn't bother reading the first one. How is this SUPPOSED to be functioning? Because this is no way to have a conversation...
I'm learning the only way to actually talk to someone on is with a phone, but that's not really an option for me.
I'd wait for a response from the moderator in this thread, but what you're describing is not how the CS system works. I think you've probably confused them by inundating them with multiple tickets/e-mails about the same issue, which does not require a ticket in the first place, only a bug report.
What i can't figure out at this point is how to deal with them asking me questions, then having someone else entirely respond with the same questions I just told the last 2. Then when I respond to catch them up, YET ANOTHER person opens it. I'm in an infanite CS LOOP!!!
quit being dramatic. Either let the person help you or not."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0 -
Road2insanity777✭✭✭Road2insanity777 wrote: »nerevarine1138 wrote: »Road2insanity777 wrote: »My guess is these ones are auto replys of some kind. Idk, any follow up question I ask on anything is answered by someone else who didn't bother reading the first one. How is this SUPPOSED to be functioning? Because this is no way to have a conversation...
I'm learning the only way to actually talk to someone on is with a phone, but that's not really an option for me.
I'd wait for a response from the moderator in this thread, but what you're describing is not how the CS system works. I think you've probably confused them by inundating them with multiple tickets/e-mails about the same issue, which does not require a ticket in the first place, only a bug report.
What i can't figure out at this point is how to deal with them asking me questions, then having someone else entirely respond with the same questions I just told the last 2. Then when I respond to catch them up, YET ANOTHER person opens it. I'm in an infanite CS LOOP!!!
quit being dramatic. Either let the person help you or not.
And which person would that be?????1 -
DaniAngione✭✭✭✭✭I usually report every small glitch or bug and open tickets for every issue (or even fun/curiosity questions!) I have. I never start a thread or complaint post without trying to resolve the issues through these ways first.
So far, all my tickets have been successfully resolved and many of my reports have been, apparently, read and fixed. For example, I found a way to get inside Windhelm's Keep once and reported it - last time I tried, I couldn't. I probably was not the only one, of course, but the report was useful, it seems.
There was only one time where my ticket took some time to be resolved - it was about some of the Pact's broken achievements and the fix came in a patch several weeks after the discussions over the ticket.
I've never lost my temper and things were eventually resolved.
What I'm trying to say, as someone who has seen the work of customer supports up close, is that being polite helps. A lot. And there are many more people that you can imagine that start their tickets cursing, using harsh words and things like that. Most don't even send tickets and start useless 'Hate' threads without even trying to solve their issue...
I've used ESO support many times already and, to be honest, it's one of the best customer supports I've dealt with so far. Sorry if I can't agree with most of you, but I'm yet to see the things people claim about them.Edited by DaniAngione on August 20, 2014 10:06PM3 -
Srugzal✭✭✭✭✭Road2insanity777 wrote: »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.
So this is how you respond to anyone who tries to help you? Such a gentleman.1 -
JessieColt✭✭✭✭Road2insanity777 wrote: »ZOS_LenaicR wrote: »Hi @Road2insanity777,
It is advisable to write only one ticket per issue. Creating several tickets for the same problem may lengthen the response time from our customer support.
Could you please provide us with a ticket number in which you had correspondence with an agent (if possible), or with the earliest ticket number that was created for your issue?
Thank you for your understanding.
140820-0000066
140820-0000067
140820-0000068
140820-0000076
You created 3 tickets in such rapid succession, all about the same issue, that it generated sequential ticket numbers?
It seems I may have been wrong about Zenimax CS. See, they appear to have actually addressed you in each of those cases.
They have far more patience than I do.
Me, I would have closed all but the earliest as duplicates of your original and forced you into dealing with ONE case and ONE person at a time instead of allowing you to waste a whole bunch of peoples time and energy on your report of an issue that CS in no way can even fix and should have been reported through the /bug reporting system.
3 -
Road2insanity777✭✭✭Road2insanity777 wrote: »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.
So this is how you respond to anyone who tries to help you? Such a gentleman.
Everything in that guys post was tried long before I came here.1 -
Honestly, maybe I am used to dealing with NCSoft (which sucked) but the customer support here is very good.. But you have to be proactive and fill out a ticket. Or call them if you really are impatient.. I have gotten responses quickly and the issues fixed simply with ingame tickets.. They also contacted me in game a few times and are very polite..
Don't simply toss a thread up on the forums expecting to get it resolved. You need to fill in a ticket.
Don't get me wrong though, there are plenty of things to *** about (in game bugs, etc) but customer support isn't one of them... Its one of the areas where they actually shine..Edited by mattlarsonmdl_ESO on August 20, 2014 10:40PM0 -
Road2insanity777✭✭✭I HAVE FILLED OUT COUNTLESS TICKETS PLEASE READ BEFORE RESPONDING!
also restating again: USING THE PHONE IS NOT AN OPTION FOR ME
Christ its like a broken record with you people1 -
Elsonso✭✭✭✭✭
✭✭✭✭✭Road2insanity777 wrote: »
140820-0000066
140820-0000067
140820-0000068
140820-0000076
and I have had correspondence with
Victor
Nikola
Aaron
"Gamemaster Rynraky"
Alexis
Daniel
and countless others who failed to mention their names.
Wow. You created four tickets today and have had correspondence with that many people as a result?
That is actually incredible.
I never get that sort of attention with the tickets I open. I am hurt.
The best, and shortest, customer support experience I had was in the beta during a live chat with customer support, before they removed that.
Ever since then, it has been hit or miss with them.
XBox EU/NA:@ElsonsoJannus
PC NA/EU: @Elsonso
PSN NA/EU: @ElsonsoJannus
Total in-game hours: 11321
X/Twitter: ElsonsoJannus0
