Phone Issues / Customer Support

radicalb21 · September 2014

I have tried calling in for support for the past few days for 3 to 5 hours at a time and not getting through. The times I have called have varied early afternoon from 2pm to 5pm EST from 8pm to 11pm and the longest was Saturday into Sunday from 2am-7am EST. The call connected fine then I choose english opt#1 then choose opt#1 again for ElderScrollsOnline. No one ever picked up. So earlier this past evening (Sunday) I tried the online support page and requested a phone call back Incident# 140921-002013 and never received a callback. This is very similar to a previous case I had that was being handled by Tier 3 support that ticket was Incident# 140903-001547. I need to be put in contact with them if possible or someone in their team so I can maintain continuity.

DuelWieldingCheesyPoofs · September 2014

everythings so messed up i wouldnt be surprised if they all went home or are hiding under the desk having a nervous breakdown.

ZOS_GaryA · September 2014

Hey there @radicalb21,

Thank you very much for your feedback on this. We do our best to reach each ticket that comes in within 24 hours. Our CS team works on a first in, first out basis, so you may just be further down in the queue.

If you require additional assistance with 140903-001547, please follow up through the ticket's email as you should have been sent a reply.

If you'd prefer assistance through the forums, please let us know and we'll be happy to help in any way we can.

EDIT: Additional info on ticket follow up

radicalb21 · September 2014

How do i update the ticket?

Garion · September 2014

radicalb21 wrote: »

How do i update the ticket?

If you reply to the email with the ticket number in the subject line I imagine it will automatically update on their ticketing system.

ZOS_GaryA · September 2014

Hey there @radicalb21,

A follow up email should have been sent to you if the contact was through phone or email. You can simply reply to this email and it will update the ticket.