Is there a trick to get customer service to actually help with issues?

Galbsadi · October 2015

For example, I did the undaunted pledges today on one of my characters, and noticed that her silver keys were not stacking properly (one stack of 3, 3 stacks of 1). Put in a ticket and got

Response By Email (Ricky) (10/11/2015 12:34 PM)
Greetings,
Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited team. In light of the excitement and great demand for ESOTU, we are currently experiencing high contact volume. We encourage you to search our support site at https://help.elderscrollsonline.com for any in-game topics or issues you may have questions about. There are lots of helpful FAQs and links to our social pages.
Most in-game UI issues (including NPC, quest problems and missing crowns/entitlements) can be resolved by logging out for five minutes then back in which will load you into a new game instance.
Additionally, other great resources for in-game mechanics can be found via our forums: http://forums.elderscrollsonline.com/en
There are also many wonderful community wikis:
http://www.uesp.net/wiki/Main_Pagehttp://elderscrolls.wikia.com/wiki/The_Elder_Scrolls_Wikihttp://elderscrollsonline.wiki.fextralife.com/
Please note, we have also recently released a new patch including our first DLC game pack: Imperial City! Review the patch notes for all of the recent changes here: http://www.elderscrollsonline.com/en-us/news/category/patch-notes
Best Regards,
The Elder Scrolls Online: Tamriel Unlimited Team

Question Reference # 151011-000900
Date Created: 10/11/2015 09:16 AM
Date Last Updated: 10/11/2015 12:34 PM
Status: Solved

It's not solved...still having the problem. Any suggestions to get them to even admit the problem?

CapnPhoton · October 2015

It's only been a little while...

The first email is an acknowledgement. The rest will come when its your turn.

UltimaJoe777 · October 2015

If they aren't getting stacked properly then try making them stack properly... If they still won't then it is likely the keys are different despite similar name. Or perhaps a stack of 3 is the cap.

Either way this is very, very minor compared to other bugs currently being worked on at this time.

Xendyn · October 2015

Reply to That ticket, do not open another one as it will reset your queue.
Be polite and understand that they are understaffed after layoffs.

Keep escalating (replying) until you get some help.

icontested · October 2015

UltimaJoe777 wrote: »

If they aren't getting stacked properly then try making them stack properly... If they still won't then it is likely the keys are different despite similar name. Or perhaps a stack of 3 is the cap.

Either way this is very, very minor compared to other bugs currently being worked on at this time.

There is 1 cop on duty. 2 phone calls come in. The first is a house robbery in progress. The second is a old lady that is mad the kids are playing music. Which one comes first ?

Prof_Bawbag · October 2015

I've been waiting 2 weeks for a response regarding missing crowns. Good luck.

Galbsadi · October 2015

UltimaJoe777 wrote: »

If they aren't getting stacked properly then try making them stack properly... If they still won't then it is likely the keys are different despite similar name. Or perhaps a stack of 3 is the cap.

Either way this is very, very minor compared to other bugs currently being worked on at this time.

It's not very, very minor when an item that is historically held until close to maximum level (again, these are Undaunted Pledge Keys)....won't stack, causing each day's quest to take up another slot in already limited inventory...and these items are BoP and cannot even be put in the bank.

newtinmpls · October 2015

Reply to the ticket; do not let it go more than two days without a reply. After about 3 replies to your comments you will get hooked up with a real person.

However let it go more than 4 days or so, they will mark it closed and you will have to start over.

Qyrk · October 2015

Also IT IS Sunday in NA and staff will be limited (or non existent)

Leeric · October 2015

Xendyn wrote: »

Reply to That ticket, do not open another one as it will reset your queue.
Be polite and understand that they are understaffed after layoffs.

Keep escalating (replying) until you get some help.

Lol Understand they are over staffed because of layoffs?
No excuse for not doing their job. Doesn't seem to work in any other field of work....

LameoveR · October 2015

https://www.youtube.com/watch?v=nn2FB1P_Mn8

UltimaJoe777 · October 2015

icontested wrote: »

UltimaJoe777 wrote: »

If they aren't getting stacked properly then try making them stack properly... If they still won't then it is likely the keys are different despite similar name. Or perhaps a stack of 3 is the cap.

Either way this is very, very minor compared to other bugs currently being worked on at this time.

There is 1 cop on duty. 2 phone calls come in. The first is a house robbery in progress. The second is a old lady that is mad the kids are playing music. Which one comes first ?

Worst... scenario analogy... ever...

Galbsadi wrote: »

UltimaJoe777 wrote: »

If they aren't getting stacked properly then try making them stack properly... If they still won't then it is likely the keys are different despite similar name. Or perhaps a stack of 3 is the cap.

Either way this is very, very minor compared to other bugs currently being worked on at this time.

It's not very, very minor when an item that is historically held until close to maximum level (again, these are Undaunted Pledge Keys)....won't stack, causing each day's quest to take up another slot in already limited inventory...and these items are BoP and cannot even be put in the bank.

If space is a concern you could just, you know, wait to do the pledges until you are or are close to max level... If 3 is meant to be the stack cap it is probably so for a reason.

Swindy · October 2015

Galbsadi wrote: »

For example, I did the undaunted pledges today on one of my characters, and noticed that her silver keys were not stacking properly (one stack of 3, 3 stacks of 1). Put in a ticket and got

Response By Email (Ricky) (10/11/2015 12:34 PM)
Greetings,
Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited team. In light of the excitement and great demand for ESOTU, we are currently experiencing high contact volume. We encourage you to search our support site at https://help.elderscrollsonline.com for any in-game topics or issues you may have questions about. There are lots of helpful FAQs and links to our social pages.
Most in-game UI issues (including NPC, quest problems and missing crowns/entitlements) can be resolved by logging out for five minutes then back in which will load you into a new game instance.
Additionally, other great resources for in-game mechanics can be found via our forums: http://forums.elderscrollsonline.com/en
There are also many wonderful community wikis:
http://www.uesp.net/wiki/Main_Pagehttp://elderscrolls.wikia.com/wiki/The_Elder_Scrolls_Wikihttp://elderscrollsonline.wiki.fextralife.com/
Please note, we have also recently released a new patch including our first DLC game pack: Imperial City! Review the patch notes for all of the recent changes here: http://www.elderscrollsonline.com/en-us/news/category/patch-notes
Best Regards,
The Elder Scrolls Online: Tamriel Unlimited Team

Question Reference # 151011-000900
Date Created: 10/11/2015 09:16 AM
Date Last Updated: 10/11/2015 12:34 PM
Status: Solved

It's not solved...still having the problem. Any suggestions to get them to even admit the problem?

The trick is to immediately rely to this email auto response you received.

Give them all your account details in the email in bully form, including things like gamer tag if on console, user name, which server, which country you're in.

Then sit and wait...but always respond to the auto response, I've done dozens of support tickets...this is the best technique.

Yolokin_Swagonborn · October 2015

Tell them that the bug you are experiencing is also giving you too much XP. Then they will hotfix it on the same day.

UltimaJoe777 · October 2015

Yolokin_Swagonborn wrote: »

Tell them that the bug you are experiencing is also giving you too much XP. Then they will hotfix it on the same day.

Please. Zenimax isn't stupid, they can spot bullsh*t. Response applies only if you were serious by the way, which you were likely not.

PinoZino · October 2015

The few times I contacted support, they helped me out in a matter of hours.

But I'm polite. That helps.

F7sus4 · October 2015

UltimaJoe777 wrote: »

Yolokin_Swagonborn wrote: »

Tell them that the bug you are experiencing is also giving you too much XP. Then they will hotfix it on the same day.

Please. Zenimax isn't stupid, they can spot bullsh*t. Response applies only if you were serious by the way, which you were likely not.

Someone obviously missed the irony here.

Belidos · October 2015

Galbsadi wrote: »

For example, I did the undaunted pledges today on one of my characters, and noticed that her silver keys were not stacking properly (one stack of 3, 3 stacks of 1). Put in a ticket and got

Response By Email (Ricky) (10/11/2015 12:34 PM)
Greetings,
Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited team. In light of the excitement and great demand for ESOTU, we are currently experiencing high contact volume. We encourage you to search our support site at https://help.elderscrollsonline.com for any in-game topics or issues you may have questions about. There are lots of helpful FAQs and links to our social pages.
Most in-game UI issues (including NPC, quest problems and missing crowns/entitlements) can be resolved by logging out for five minutes then back in which will load you into a new game instance.
Additionally, other great resources for in-game mechanics can be found via our forums: http://forums.elderscrollsonline.com/en
There are also many wonderful community wikis:
http://www.uesp.net/wiki/Main_Pagehttp://elderscrolls.wikia.com/wiki/The_Elder_Scrolls_Wikihttp://elderscrollsonline.wiki.fextralife.com/
Please note, we have also recently released a new patch including our first DLC game pack: Imperial City! Review the patch notes for all of the recent changes here: http://www.elderscrollsonline.com/en-us/news/category/patch-notes
Best Regards,
The Elder Scrolls Online: Tamriel Unlimited Team

Question Reference # 151011-000900
Date Created: 10/11/2015 09:16 AM
Date Last Updated: 10/11/2015 12:34 PM
Status: Solved

It's not solved...still having the problem. Any suggestions to get them to even admit the problem?

The trick is to follow the procedure properly....

1. File a ticket
2. Receive copy paste response with some generic suggestions (AKA what you got)
3. Reply to the generic response that none of
4. Get an actual email from an actual CSR

The first response is always that generic one, it will give you suggestions based on common known issues, if they don't work they expect you to reply to it and then it will be pushed further up the queue.

UltimaJoe777 · October 2015

F7sus4 wrote: »

UltimaJoe777 wrote: »

Yolokin_Swagonborn wrote: »

Tell them that the bug you are experiencing is also giving you too much XP. Then they will hotfix it on the same day.

Please. Zenimax isn't stupid, they can spot bullsh*t. Response applies only if you were serious by the way, which you were likely not.

Someone obviously missed the irony here.

Then Enlighten me.

Marrtha · October 2015

They told me my laptop can't run the game. I reinstalled the game and it magically worked.

I don't know...

Galbsadi · October 2015

Marrtha wrote: »

They told me my laptop can't run the game. I reinstalled the game and it magically worked.

I don't know...

It's something else, sometimes.

Belidos · October 2015

Marrtha wrote: »

They told me my laptop can't run the game. I reinstalled the game and it magically worked.

I don't know...

I once got ESO to run on a tablet, doesn't mean it's a good idea though

Galbsadi · October 2015

Belidos wrote: »

Marrtha wrote: »

They told me my laptop can't run the game. I reinstalled the game and it magically worked.

I don't know...

I once got ESO to run on a tablet, doesn't mean it's a good idea though

Actually, if you can get it to run well on a tablet, it's a GREAT idea!

SHUT UP AND TAKE MY MONEY!

UrQuan · October 2015

There is a simple trick to get CS to actually help with issues. Just follow these steps.

Submit detailed ticket.
Receive automated "we are experiencing high contact volume" response that doesn't help (but check the FAQs in the link they give you first to be sure that it doesn't help).
Reply to automated response indicating that your problem has not been solved. Be very specific about what exactly your problem is, be direct about what needs to be done to solve it (if you know), and be polite. That last part might be the most important.

Fasold666 · December 2015

It can take a couple months it seems...

http://forums.elderscrollsonline.com/en/discussion/221681/bug-not-able-to-progress-in-the-fighters-guild-skill-line-anymore/p1

Volkodav · December 2015

Ya know,I never seem to have a problem with support/customer service. They reply quickly,and help.Like my forum name change.It was only a day later that I got it done. Sometimes tickets for ingame problems has taken a few days,but that's to be expected due to the massive amount of tickets they get daily.

Merry · December 2015

Im sorry but this game has absolutely horrible customer support. They could help themselves a lot by making it so that you can recover items on your own like in WoW. In WoW if you accidentally decon an item or delete it or even sell it and cant get it back, whatever, you can log into your battlenet and recover it yourself. Also, if you miss loot that matters (say you get an epic drop and your internet goes out before you can loot it) the game will mail it to you. This kind of stuff really cuts down a lot on the customer service load for them. /shrug...

M

Catblade · December 2015

Hi welcome to McDonalds we are experiencing high volume right now please go to Wendys

pelennor_fields · December 2015

I have been through customer service 3x. Everytime i had contact with a real person within 24 hrs. Easy peasy. All i did was respond to the robo-response...

MrDerrikk · December 2015

Belidos wrote: »

Marrtha wrote: »

They told me my laptop can't run the game. I reinstalled the game and it magically worked.

I don't know...

I once got ESO to run on a tablet, doesn't mean it's a good idea though

Was this a Microsoft Surface? My Pro 3 can run it fine, although it looks utterly dreadful to play.

@Marrtha
I used to try and run it on my old MBP from 2011 with Intel HD 3000 graphics, and...it ran, but not well. It was well below the minimum specs though, so whilst you can run the game on low specs, you probably shouldn't.

Peekachu99 · December 2015

Umm my CSR today told me to "load an earlier" save, regarding my bug with the Alessia's Bulwark set not reflecting values on the character sheet or in game testing with FTC.

LOAD AN EARLER SAVE...In an MMORPG. Smh. I'm on my phone now, but I'll post the email from my PC tomorrow.