How do you deal with customer support?

smeeprocketnub19_ESO · August 2014

Road2insanity777 wrote: »

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 people

that's the point though, which you refuse to grasp.

You filled out so many tickets that they had sequential numbering. Flooding the system doesn't help you get a faster response.

Also, as was said by many other people, they aren't at liberty to discuss exploits with you.That should be submitted as a bug report.

Road2insanity777 · August 2014

Bug reports have been filled out, as have /feedback, as have corporate support email.

And yes they TELL you multiple tickets only slows things down, but as the ~20 single tickets I have put in this game have not seen a single reply, and this has had this large of an effect. Just proves my point. THE ONLY WAY TO GET ZENIMAX TO RESPOND IS TO FLOOD THEM UNTIL THEY HAVE NO CHOICE. 2nd time its worked for me, 2-0 Flooding vs Manners, sorry but I go with what works.

smeeprocketnub19_ESO · August 2014

Road2insanity777 wrote: »

Bug reports have been filled out, as have /feedback, as have corporate support email.

And yes they TELL you multiple tickets only slows things down, but as the ~20 single tickets I have put in this game have not seen a single reply, and this has had this large of an effect. Just proves my point. THE ONLY WAY TO GET ZENIMAX TO RESPOND IS TO FLOOD THEM UNTIL THEY HAVE NO CHOICE. 2nd time its worked for me for 2-0 Flooding vs Manners, sorry but I go with what works.

umm per your earlier post you have talked to quite a few people.

Talking in all caps doesn't make you right.

You can't even keep your story straight.

RedMiniStapler · August 2014

I think they might ban you for abusing the support system.

Srugzal · August 2014

Road2insanity777 wrote: »

Srugzal wrote: »

Road2insanity777 wrote: »

Srugzal 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.

Give it a rest, dude. You're not even making sense any more. Go sleep on it, think about what you can do that would actually help yourself. This forum tantrum is not going to help you.

Road2insanity777 · August 2014

I can't go to sleep for another 15 hours, so I guess I'm just gonna keep refreshing my email waiting for a reply...

Road2insanity777 · August 2014

and quite frankly if they don't want multiple tickets, they should let you edit them. How else are you supposed to update info????

Auric_ESO · August 2014

well I'm done with this thread.

Road2insanity777 · August 2014

Auric_ESO wrote: »

well I'm done with this thread.

Thanks for letting us know bro....

smeeprocketnub19_ESO · August 2014

I feel your pain, OP. I have had many sleepless nights due to anxiety. Sometimes you are better off just lying down until whatever is keeping you up passes.

Road2insanity777 · August 2014

I am perfectly capable of looking after my own health thank you. Honestly if someone if someone is dumb enough to trust medical advice of a stranger over the internet over that of their doctors'... Dare I say Darwinism?

RedMiniStapler · August 2014

Whoa there, I wasn't giving him medical advice, I did write that's what I take, and the first post I mentioned was as joke. But as for I don't know what I'm talking about, this is something I went over with my doctor, and he told me just tiny bit of alcohol would be better than upping the dosage.
But then again this is the doctor from brilliant kaiser permenente, the Walmart of the medical field.

Srugzal · August 2014

Road2insanity777 wrote: »

I am perfectly capable of looking after my own health thank you. Honestly if someone if someone is dumb enough to trust medical advice of a stranger over the internet over that of their doctors'... Dare I say Darwinism?

Nobody said you weren't. You don't know who is reading this, however. And Darwinism be damned, we need to look out for each other. That's why you're getting so much advice in the first place.

In any case, good luck, hope your problems get resolved. All of them. ;-)

Road2insanity777 · August 2014

RedMiniStapler wrote: »

Whoa there, I wasn't giving him medical advice, I did write that's what I take, and the first post I mentioned was as joke. But as for I don't know what I'm talking about, this is something I went over with my doctor, and he told me just tiny bit of alcohol would be better than upping the dosage.
But then again this is the doctor from brilliant kaiser permenente, the Walmart of the medical field.

Yep, that's what they told me about "mary jane" and my main preventative meds. I'm @Kaiser as well lol

ThisOnePosts · August 2014

I too have had positive experiences dealing with customer support so far. What was the issue OP? Is it billing? Something you deleted? Missing achievement? What? Because I'm certain they help with all of those things and I'm not sure if you went about things the right way which may be your problem.

Submit a ticket, get a reply. If it's not good enough, escalate it. Simple.

Jroc · August 2014

So you're mad they respond by asking the same questions over and over? Maybe that's because they are responding to all of your spammed tickets separately you idiot.

I've sent in lots of tickets all only once per issue and have always had them reply quickly and never asking or suggesting the same thing twice.

Road2insanity777 · August 2014

no these replays chain together

rep a
me
rep b
me
recp c
me

Jroc · August 2014

Also if your issue is an exploit I'm not sure what you expect out of them. If they already know about it then they are likely going to brush you off as there's nothing more to discuss. They don't want to hear your sob story of how you got facerolled by a cheater and how you want the bad man banned.

mattlarsonmdl_ESO · August 2014

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.

With most game companies you would experience that many people talking to you over the course of weeks for the same issue. This was all within short period of time?

That alone makes your point look absurd, as you are getting attention..

You come across as someone who will actually FIND something to *** about when there isn't something apparent.

And I have no idea why the phone isn't an option.. That sounds like your problem not theirs. 99% of the population has access to a phone. Maybe you should look into that. (Or perhaps break out a bonfire and begin with the smoke signals...)

Road2insanity777 · August 2014

The problem everyone is missing is each of these people sent me 1 messege, asked me questions, and have never been heard from again. WTF.

And I never said I didn't have access to a phone, I said I can't use it.

Srugzal · August 2014

mattlarsonmdl_ESO wrote: »

And I have no idea why the phone isn't an option.. That sounds like your problem not theirs. 99% of the population has access to a phone. Maybe you should look into that. (Or perhaps break out a bonfire and begin with the smoke signals...)

Stop and think. There are plenty of reasons using the phone isn't an option for some people. I bet you're smart enough to think of several. Maybe you should look into that.

Jroc · August 2014

Road2insanity777 wrote: »

The problem everyone is missing is each of these people sent me 1 messege, asked me questions, and have never been heard from again. WTF.

And I never said I didn't have access to a phone, I said I can't use it.

No the problem is they obviously know the exploit and don't need to communicate with you anymore just so you feel better.

Road2insanity777 · August 2014

Then why are they asking me for more details if they dont want me to respond. I think they may need to figure out how this whole "Question" thing works...

Elf_Boy · August 2014

I have had some luck, not so much here but with other companies that use the some kind of system (havnt had a need here yet) with replying to the canned off-topic reply asking for a supervisor who is willing to read what I wrote and not just cut-and-pasting me an answer.

I will also request that no canned responses be used.

Without fail (so far) the two have gotten me past the layers of people who dont read, likely sue to them having unrealistically short handle times for each email.

nerevarine1138 · August 2014

Elf_Boy wrote: »

I have had some luck, not so much here but with other companies that use the some kind of system (havnt had a need here yet) with replying to the canned off-topic reply asking for a supervisor who is willing to read what I wrote and not just cut-and-pasting me an answer.

I will also request that no canned responses be used.

Without fail (so far) the two have gotten me past the layers of people who dont read, likely sue to them having unrealistically short handle times for each email.

I have never, not once, ever, in the entire time I've played this game, had a CS reply that wasn't specific to my issue, much less a form letter.

But the fact is, most people get cut-and-paste replies because if an issue is widespread, it only needs one universal reply. People don't deserve specially written versions of the same answer.

Jankstar · August 2014

nerevarine1138 wrote: »

Elf_Boy wrote: »

I have had some luck, not so much here but with other companies that use the some kind of system (havnt had a need here yet) with replying to the canned off-topic reply asking for a supervisor who is willing to read what I wrote and not just cut-and-pasting me an answer.

I will also request that no canned responses be used.

Without fail (so far) the two have gotten me past the layers of people who dont read, likely sue to them having unrealistically short handle times for each email.

I have never, not once, ever, in the entire time I've played this game, had a CS reply that wasn't specific to my issue, much less a form letter.

But the fact is, most people get cut-and-paste replies because if an issue is widespread, it only needs one universal reply. People don't deserve specially written versions of the same answer.

CS needs to make even the copy paste letters feel like the customer's concerns are heard and being addressed. This company has terrible cs. That being said, you are a bit fired up so relax. I have quit contacting cs just because it is so terrible and my game experience has improved.

Arsenic_Touch · August 2014

Just to see if they still have that dwemer bot that says "You won't be passed off to an automated response" which is funny because that's exactly what they do. I went and clicked the support button and got "Error in exception handler."

I spit my soda out laughing.

jelliedsoup · August 2014

Anything about game play, imbalances, etc is a waste of time.

Exploits = learnt to play

Road2insanity777 · August 2014

jelliedsoup wrote: »

Anything about game play, imbalances, etc is a waste of time.

Exploits = learnt to play

You mean learn to exploit? I have some dignity thank you.

Srugzal · August 2014

nerevarine1138 wrote: »

Elf_Boy wrote: »

I have had some luck, not so much here but with other companies that use the some kind of system (havnt had a need here yet) with replying to the canned off-topic reply asking for a supervisor who is willing to read what I wrote and not just cut-and-pasting me an answer.

I will also request that no canned responses be used.

Without fail (so far) the two have gotten me past the layers of people who dont read, likely sue to them having unrealistically short handle times for each email.

I have never, not once, ever, in the entire time I've played this game, had a CS reply that wasn't specific to my issue, much less a form letter.

But the fact is, most people get cut-and-paste replies because if an issue is widespread, it only needs one universal reply. People don't deserve specially written versions of the same answer.

Perhaps not. But declaring that your experience is somehow universal in scope is a bit... much. I've had replies that had nothing to do with my very detailed problem report; yes, a boilerplate is what you usually get from 1st tier support, and I don't mind that. Efficiencies must be employed, because of the scale of CS operations; this has nothing to do with anybody "deserving" or "not deserving" anything.

But sometimes it's the wrong boilerplate. This gets straightened out later, obviously, but still, it's annoying. Not all CS reps are equally, ah, competent, though most are. On the whole, as I said, I've been happy with CS. But to declare that you haven't seen a problem therefore it doesn't exist is more than a little silly.