Nerio wrote: »

(I don't use these forums much because it seems like they're generally populated by people who hate playing the game).

Kildayen wrote: »

I would not only pay my subscription fee, but I would buy everything in the crown store too if only the customer service experience was better and the staff of ZOS made me feel appreciated as a supporter of this game. I have not spent one crown yet and I have not cancelled my subscription yet. I would buy everything in the crown store (even if I didn't need it) just to help the success of this game. I want this game to succeed. I love this game. I have over 82 days played on just one of my characters alone. The game is beautiful and I keep choosing to play it instead of the other new games I have on my computer, even though there is no new content. The lack of customer service / customer appreciation is just pushing me away and it sucks. I don't understand why things are the way they are. Why all the censorship? Why all the lack of response and appreciation? Going the extra mile and working a little harder can go a long way with people who feel the same as I do. Make everyone feel appreciated and you might have more $$ support from those of us who you have shafted, ZOS.

Ranique wrote: »

What reason do people have to use a forum?
The first reasons are always obvious. You want to meet people and talk bout the thing you love (ESO). But for that purpose there is a much better alternative. It is called in game chat.
Another reason is to adress issues you dislike. That is more suited on a forum and it is the reason why people are more negative and not a good crosssection of the population. That doesn't mean that the opinions vented here are not important. But they are less important to the crosssection fo the playerbase then as it appears to be.

It is why I prefer not to make threats like: If you don't do this or that or I stop paying!
I just like to give constructive feedback.

Overall, I see that ZoS is doing more things that the playerbase as a whole wants than many other games. Off course it is impossible to sattisfy everyone AND make your financial goals (like releasing for console).
Also, it is not a bad thing they are releasing to console. Although it doesn't benefit pc-players directly, it does create a bigger players base, which means more funding for future content development.

As for support. I do think that ZoS has an issue there. Tickets are handled too speedy. answers are too often cut and paste and there is not enough understanding that not everyone is a 25 year old US-citizen. There are players from all age groups and all nationality's. That makes there are also lots of cultural differences.

My tip would be that (one of) the support desk managers would be active on this forum (maybe even a dedicated part) to recieve feedback bout the service directly from the customers. I do think that the culture on the floor is too easy-going. This can be solved by closing the gap between management and customer.

Just my example. Early april I had a patch manifest error that prevented me to play. As I'm an IT tech I'm testdriving windows 10 (technical preview). I know it isn't fully supported untill it is released, but cause other people where complaining too in a thread (where I didn't posted, cause im using an unsupported beta OS) I made a support ticket. The response was after the problem was solved for everyone who had the issue and it is clear that ZoS did something to solve it. There was no response on the forum at all and my ticket was answered with a very short "windows 10 is not supported, so I'm closing this". While I understand it and while I also understand my case was not suited for escalation cause it was an unsupported OS, the way it was said was very poorly and even rude. Also, there should have been a more public confirmation: "we identified this issue and solved it, pls let us know if you still have this issue"