Custumer Support waiting time..seriously?!

Naor_Sarethi · January 2016

How long is the averge wait time? So far i have waited 72 hours and *nothing*.
I'm literally trying to hand them money, aka getting ESO plus and the customer support seems entirely apathetic to issues that actually cost them money.
I got 2 automated responses after directly mailing them the issue and without ever solving anything that ticket is now "solved" in their books.
What the hell is wrong with this game really. Nothing ever goes smoothly or without a major hassle ruining the fun before it could even begin. Gods!

Zyle · January 2016

This is the closest thing that comes to mind when I think about ZOS CS:

https://www.youtube.com/watch?v=k36JSh8SmHU

Naor_Sarethi · January 2016

hahahaha. yea seems a lot like it. genuinly... hand the dam thing over to another company... hell... sell it to discover for all i care. they'd still do a better service than this.

ZOS_MollyH · January 2016

Hey @Naor_Sarethi ! Can you please let us know what your ticket number was so we can take a look at it for you? If the automatic reply doesn't solve your issue, it should have a note at the bottom to reply to the email to continue discussing your issue with an agent.

Naor_Sarethi · January 2016

ZOS_MollyH wrote: »

Hey @Naor_Sarethi ! Can you please let us know what your ticket number was so we can take a look at it for you? If the automatic reply doesn't solve your issue, it should have a note at the bottom to reply to the email to continue discussing your issue with an agent.

160109-002475 there was no automated response on this one, only when i mailed, which resolved nothing, except telling me to check the faq's which was oh so very helpful because i absolutely did not do that before risking to wait 72 hours for any kind of response from a human being.

mike.eso · January 2016

ZOS_MollyH wrote: »

Hey @Naor_Sarethi ! Can you please let us know what your ticket number was so we can take a look at it for you? If the automatic reply doesn't solve your issue, it should have a note at the bottom to reply to the email to continue discussing your issue with an agent.

Hahaha has it ever solved anything? CS for this game has been an absolute joke, good luck with your issue bud.

Heindrich · January 2016

I repeat.

Please Improve Customer Support

ZOS_MollyH · January 2016

Thanks for the info @Naor_Sarethi ! We do see that it's in the correct location for an agent to reach out to you to help get this resolved. We're sorry about the long wait!

Naor_Sarethi · January 2016

All it takes is hiring more people, and give them a basic understanding of what to do and the issue is solved. There is a shortcoming on the CS department and the solution is obvious. Would be great to see it improve.
Thanks.

Teulisch · January 2016

a previous issue i had took 4 days (96 hours) before a human replied. and now i have the same problem again. at the time i thought they must be on holiday, as it was right after Christmas. now i see that customer support is simply that slow. if they keep the same speed, i will miss another week of playing. heres hoping they can respond a bit faster.

Naor_Sarethi · January 2016

welp that dev answer didn't do anything... still nothing 12 hours later. really not sure how hard it can be to either give me the option to change my residence myself or to tick a different box in their menus to get this ticket out of the way.

Jaqklyn · January 2016

I have made tickets from just about a year ago about problems I found in game. The problems still exist so I may not have filled out the tickets in the correct way or submitted them incorrectly. The two tickets that I did have answered rather quickly was from people harassing me. They were quick to respond to those. The others, of which I still have screenshots of and the problems still exist today I just learned to deal with. The issues aren't along the lines of "I think DK's are nerfed, or I didn't get the roll I wanted" it's problems where there are missing pieces of docks or land or problems with quests or problems with not being able to learn Motifs when it says that I can. Several other legit problems that any average user could look at and say "that's not right".
I don't mean to point fingers or blame anybody, I am just agreeing with the posts that were made. My recent ticket took I believe 3 days for a response and it was basically "log out and log back in and see if it works". I replied back to the ticket in the email per the instructions and logged how many times I attempted this procedure. Since then I think 2 weeks have gone back without a word.

Regards,

AJ_1988 · January 2016

I read on the internet while randomly browsing that apparently they cut customer support staff numbers. I can't confirm or deny but would explain a lot. My general experience with support is about a 72-96 hours but I expect it being on the other side of the world (Australia)

Naor_Sarethi · January 2016

AJ_1988 wrote: »

I read on the internet while randomly browsing that apparently they cut customer support staff numbers. I can't confirm or deny but would explain a lot. My general experience with support is about a 72-96 hours but I expect it being on the other side of the world (Australia)

yea i read the same thing. i think they were angry on how it was displayed as a sign of people leaving the game aka, less players = less staff needed.
And yet there is truth to it... people did leave.
Honestly i was going to get eso plus this month and that's what the ticket was about actually, but seeing as to how long it takes them to do a thing pretty much any customer service elsewhere would have fixed within a day or two, i really do not think i will spend money on a game that will not survive with making so many deliberate bad choices over and over again.

The only place i saw that amount of not caring was a particular online shooter with tons of overprized microtransactions, that clearly served as nothing but a giant cashcow for ubisoft.

And i'm not feeding another cashcow.

Teulisch · January 2016

they certainly wont get any more money from me..... at this point i want a refund. 4 days of not being able to play, then 10 days later it does it again... bet they take a long time to reply again.

so, ive heard that /bug and ingame support will never receive a reply, and that they outsourced customer support. this means we probably have people in india or somewhere doing customer support now. they dont care, and they dont get paid to fix your actual problem. they just get paid to look like their working, hence the fully-automated replies that close tickets.

for those of us who CANNOT PLAY THE GAME because of these bugs, this is a serious problem, and berthsada games are well-known for their bugs, part of why i waited so long to buy this game. fun content, when it works. the launch bugs i heard of were terrible even from a distance.

Naor_Sarethi · January 2016

And at that point they finally sent an Esclation Agent the way of my ticket. Still not resolved but hopefully it'll work out faster now.

Seems their escalation guys are on the job real quick compared to regular support.
got an answer within 10 minute and the issue is resolved.

srsuth · January 2016

The funny thing about the video bchulettub17_ESO posted was as bad as that was at least that company had a phone number to call. LMAO.

ZOS_MollyH · January 2016

@srsuth - If your friend is still having trouble submitting a support ticket or logging in to the forums, please advise them to use the "compromised account" option on the support portal. This will allow them to input their issue, and a good contact email so that they can get in touch with a support agent without having to log in to an account they can't access.