[BUG] Incident: 150304-001211 . . . does support actually read tickets?

Jasonn · March 2015

Prior to patch 1.6 I had 4 characters with Imperial horses and maximum speed.

After the patch I now have 3 characters with 50% speed and 1 character with 40% speed.

Something obviously went wrong here so I raised a ticket explaining the problem only to get a copy/paste reply explaining that the mount system has changed.

Can someone PLEASE take the time to actually read tickets and take time to reply in a way that actually addresses the problem?

Sorry but this sort of dismissive copy/paste support is very frustrating.

Glierhuin · March 2015

Let's see what you would do if you had to answer 100 tickets a day of ""WHERE IS MY HORSE!!!". Just reply again explaining this unfortunately didn't solve your issue.

Other players said relogging fixed their horse problems. Tried that already?

Jasonn · March 2015

Let's see . . . I'd start by reading the tickets so I actually knew what the problem was.

Relogged multiple times, no addons etc etc.

Anyway, don't want to rant about this, just wanted to highlight what is now an unfortunately common CS tactic and one which works counter to actually giving customer service.

kungmoo · March 2015

the 50% speed you have is correct I believe, cause that's how much you leveled the imperial horse

49 levels of +1% speed.. though I cant say why that one is only 40% unless you put 10 levels in something else and forgot /shrug

Jasonn · March 2015

Yeh the 50% is fine, no problem with that, but the 40% has me stumped as all horses were exclusively levelled up to max speed some time ago now. Feeding all 4 horses to get max speed became a daily ritual

I've spoken to a friend who also had 4 max speed horses and he's got the same issue, 3 x 50% and 1 x 40%, am asking him to raise a ticket about it as well.

ZOS_GaryA · March 2015

Hey there @Jasonn,

If the answer from CS doesn't assist with your issue, you're more than welcome to reply to the email that you received. This will re-open the ticket and ensure that it gets to the right place. Opening multiple tickets about the same issue can cause confusion, and will probably be more frustrating with either receiving similar answers, or a message that says "Looks like this was handled in 150304-001211!"

At the present moment, we do not have the ability to manipulate the riding skill of a character, but we can take a look and see what happened. Thanks for your patience!

Jasonn · March 2015

ZOS_GaryA wrote: »

Hey there @Jasonn,

If the answer from CS doesn't assist with your issue, you're more than welcome to reply to the email that you received. This will re-open the ticket and ensure that it gets to the right place. Opening multiple tickets about the same issue can cause confusion, and will probably be more frustrating with either receiving similar answers, or a message that says "Looks like this was handled in 150304-001211!"

At the present moment, we do not have the ability to manipulate the riding skill of a character, but we can take a look and see what happened. Thanks for your patience!

Thanks for taking the time to reply GaryA. In each instance I’ve replied to the CS email.

I opened the ticket making the problem very clear.
CS response: ignored the issue and explained how the new riding skills system worked.
My reply: explained I know how the new system works and repeated my issue again.
CS response: once again explaining the new system but this time also asking for screenshots of my horses prior to 1.6.
My reply: thanked them for actually reading the ticket this time but also highlighted that expecting someone to have screenshots of their horse skills pre-patch was unreasonable.
CS response: once again explaining how the new riding system works and once again ignoring the issue.
My reply: I’ve replied once again restating the issue and stressing the fact that I am fully aware of how the new system works.

Initially I was simply raising the ticket to make you aware of what I saw as a bug and didn’t expect any sort of fix but now I'm so frustrated by the experience that I truly wish I hadn't bothered