how long does the support take to reply?

PURPLE245 · January 2016

i sent a email regarding recovering a deleted character on the 18th its now the 21st and still no reply is this normal or....??

UrQuan · January 2016

They're supposed to reply in 1 business day. That doesn't mean that they actually will.

Of course if you accidentally did it as a bug report instead of a CS ticket you won't ever get a reply.

Autolycus · January 2016

No ETA

sirrmattus · January 2016

I lost my molag kena shoulder last week to an accidental decon... stil no reply. and hav done silver and gold on my 4 v16's ever day since.. still no kena

Volkodav · January 2016

PURPLE245 wrote: »

i sent a email regarding recovering a deleted character on the 18th its now the 21st and still no reply is this normal or....??

I've never had a long wait with their replies.Usually one,two days at the most.

deadlock007 · January 2016

Also, once you finally get a response, you will have to go through about 4 or 5 more replies before you get to someone that might have actually read your problem and be able to help. So about 2 weeks.

Volkodav · January 2016

As I said,it doesnt take long to get a reply.Some people might be a bit dramatic about it,but if it does take a bit longer,certainly not two weeks.If so,that's a rare long time.

Heindrich · January 2016

Well I raised a ticket on 12/01 or 13/01. I got a reply on 15/01. I replied with the answers to the questions the CS rep asked on 16/01... I still haven't heard anything from them since. My issue isn't urgent or particularly important, so I am not so bothered, but for the sake of principle...

Please Improve Customer Support

Autolycus · January 2016

In all seriousness, I've not had very good luck with support for the last few months. A year ago, I would get a response from a real person within a day or two, and they were very helpful. But I haven't actually gotten a response from CS on any ticket I've submitted since October. I did get one reply, but only because I reached out to Gina directly and she sent someone to help me. Thanks for that @ZOS_GinaBruno , by the way. Much appreciated

UrQuan · January 2016

Yeah, it's definitely worth noting that there's a big difference between getting a reply from CS and getting a reply that indicates that somebody actually bothered to read your ticket - let alone whether you get a reply that's actually helpful.

The majority of the time you should get a reply within 1 business day.

This first reply will almost always be useless and show that nobody read your ticket, but that they have closed the ticket and will consider it resolved unless you get back to them.

If you're lucky then when you reply to that one they'll actually read your ticket for the first time. If you're really lucky then they'll not only read your ticket, but actually be helpful.

Most likely it will take a minimum of 4-5 times talking to them to actually get anything helpful.

Maotti · January 2016

The bot that sends you automated replies usually reply very quickly.

Autolycus · January 2016

Maotti_Nor wrote: »

The bot that sends you automated replies usually reply very quickly.

The real issue for me is not ever getting that initial bot email... Can't reply to something I don't get.

UrQuan · January 2016

Maotti_Nor wrote: »

The bot that sends you automated replies usually reply very quickly.

I don't think the initial reply is automated. If it was then why would you have to wait over a weekend to get a reply on Monday during their business hours?

TheValkyn · January 2016

Last year I submitted a CS request about a character that was stuck falling through the world. I was able to level a new character well into VR before I got a canned response that wasn't anywhere near addressing my problem. This was before ZOS laid off a significant portion of their CS staff.

Spacemonkey · January 2016

SOON

Volkodav · January 2016

They DO respond.
I made a new thread earlier,about three hours ago,right after submitting a ticket to support and just now got this reply::

"Greetings, my friend.

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited Team!

I'm sorry to hear that you are unable to use your motif, I'd be happy to take a look for you to see if I can find out what's going on. Can you tell me which character you are trying to use the motif on?

Keep in mind that the number is not the level of your skill, but how many points have been spent in that skill tree. You will need 9 skill points spent in one of the three professions (Blacksmithing, Woodworking, or Clothing) to use the motif.

Warm Regards,
Doug
The Elder Scrolls Online: Tamriel Unlimited Team"

SO,..they DONT always just send you some generic reply.And it ISNT always two weeks off,or even three days.SOMETIMES,it is a day or less.
Again,I have NEVER had problems with CS. They've been very helpful to me.
Not being rude,just making my point. :}

RAGUNAnoOne · January 2016

Mine was about 12 hours here:

Greetings!

Brian here from The Elder Scrolls Online: Tamriel Unlimited Team.

We are aware of an issue in the quest "The Grip of Madness" that stops it from advancing after some players defeat Mayor Aulus. We are investigating the issue and hope to have a solution in a future update. We cannot currently provide a timeframe for when the fix for this issue will be made available.
Note that if you have the Intimidation perk available, you can convince the Major to go with Sheogorath instead of fighting him. This will allow you to complete the quest.
We recommend that you keep an eye on our latest patch notes for information on our most recent bug fixes. You can find all the latest patch notes here: http://forums.elderscrollsonline.com/categories/official-news-discussions.
In the meantime, we’d also recommend you keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online: Tamriel Unlimited, including release-date info. You’ll find those pages here:

https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com

You may also want to check out our official ESOTU FAQ, found here: http://www.elderscrollsonline.com/en/support

May the Eight bring you fortune and glory.

Warm regards,
Brian
The Elder Scrolls Online: Tamriel Unlimited Support Team
https://help.elderscrollsonline.com

the response to my second issue with this the intimidation dialogue being unavailable came in 10 hours
(emailed at night)

Greetings!

Brian here again from The Elder Scrolls Online: Tamriel Unlimited Team.

I'm very sorry to hear that you are still having an issue with "The Grip of Madness." As previously mentioned we are aware of an issue in the quest "The Grip of Madness" that stops it from advancing after some players defeat Mayor Aulus. As we are investigating the issue and hope to have a solution in a future update I unfortunately cannot currently provide a timeframe for when the fix for this issue will be made available.

I would recommend that you keep an eye on our latest patch notes for information on our most recent bug fixes. You can find all the latest patch notes here: http://forums.elderscrollsonline.com/categories/official-news-discussions.
As always please let us know if you have any other issues, questions or concerns and we will make sure you're taken care of.

May the Eight bring you fortune and glory.

Warm regards,
Brian
The Elder Scrolls Online: Tamriel Unlimited Support Team
https://help.elderscrollsonline.com

until the next console patch my DC character cannot complete cadwels silver :'(

Thevampirenight · January 2016

RAGUNAnoOne wrote: »

Mine was about 12 hours here:

Greetings!

Brian here from The Elder Scrolls Online: Tamriel Unlimited Team.

We are aware of an issue in the quest "The Grip of Madness" that stops it from advancing after some players defeat Mayor Aulus. We are investigating the issue and hope to have a solution in a future update. We cannot currently provide a timeframe for when the fix for this issue will be made available.
Note that if you have the Intimidation perk available, you can convince the Major to go with Sheogorath instead of fighting him. This will allow you to complete the quest.
We recommend that you keep an eye on our latest patch notes for information on our most recent bug fixes. You can find all the latest patch notes here: http://forums.elderscrollsonline.com/categories/official-news-discussions.
In the meantime, we’d also recommend you keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online: Tamriel Unlimited, including release-date info. You’ll find those pages here:

https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com

You may also want to check out our official ESOTU FAQ, found here: http://www.elderscrollsonline.com/en/support

May the Eight bring you fortune and glory.

Warm regards,
Brian
The Elder Scrolls Online: Tamriel Unlimited Support Team
https://help.elderscrollsonline.com

the response to my second issue with this the intimidation dialogue being unavailable came in 10 hours
(emailed at night)

Greetings!

Brian here again from The Elder Scrolls Online: Tamriel Unlimited Team.

I'm very sorry to hear that you are still having an issue with "The Grip of Madness." As previously mentioned we are aware of an issue in the quest "The Grip of Madness" that stops it from advancing after some players defeat Mayor Aulus. As we are investigating the issue and hope to have a solution in a future update I unfortunately cannot currently provide a timeframe for when the fix for this issue will be made available.

I would recommend that you keep an eye on our latest patch notes for information on our most recent bug fixes. You can find all the latest patch notes here: http://forums.elderscrollsonline.com/categories/official-news-discussions.
As always please let us know if you have any other issues, questions or concerns and we will make sure you're taken care of.

May the Eight bring you fortune and glory.

Warm regards,
Brian
The Elder Scrolls Online: Tamriel Unlimited Support Team
https://help.elderscrollsonline.com

until the next console patch my DC character cannot complete cadwels silver :'(

Well consoles will have to wait because they have to go through microsoft or sony in order to do anything with patching. So expect it to take a lot longer then what they do on the pc. On pc they can fix it fast.

UrQuan · January 2016

Volkodav wrote: »

They DO respond.
I made a new thread earlier,about three hours ago,right after submitting a ticket to support and just now got this reply::

"Greetings, my friend.

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited Team!

I'm sorry to hear that you are unable to use your motif, I'd be happy to take a look for you to see if I can find out what's going on. Can you tell me which character you are trying to use the motif on?

Keep in mind that the number is not the level of your skill, but how many points have been spent in that skill tree. You will need 9 skill points spent in one of the three professions (Blacksmithing, Woodworking, or Clothing) to use the motif.

Warm Regards,
Doug
The Elder Scrolls Online: Tamriel Unlimited Team"

SO,..they DONT always just send you some generic reply.And it ISNT always two weeks off,or even three days.SOMETIMES,it is a day or less.
Again,I have NEVER had problems with CS. They've been very helpful to me.
Not being rude,just making my point. :}

You got lucky. You got really lucky. They do usually reply within the 1 business day time frame they're supposed to, but it's pretty incredible that you got an actual helpful answer on the first contact. In my experience (and from what I've heard talking to others on the forums and in-game) that used to be pretty common, but in the past 5 or 6 months it's been rarer than teeth on a chicken. I used to say ZOS CS was hit and miss, as sometimes it was terrible and sometimes it was really good. Lately it's been all misses, no hits.

PURPLE245 · January 2016

its been 4 days still nothing

PURPLE245 · January 2016

been a week still nothing

TheValkyn · January 2016

Giving quality support (as promised) is something we want to do but there is no ETA on that.

PURPLE245 · January 2016

haha its now the 25th and iv heard nothing i even sent them another email about its and nothing i think there just being ignorant tbh

Fruity_Ninja · January 2016

My character is currently stuck in an endless crash cycle in the Orsinium city. 24 hours plus, no reply.

Last time this happened I waited 4-5 days before they helped me. The time before was no response but it fixed itself and stopped crashing after 2 days. The time before that they moved my character to a safe location within a few hours.

TL;DR- their response time is inconsistent, with moments of plan ol' unhelpful.

Also, Orsinium is terribly bugged..

Elsonso · January 2016

PURPLE245 wrote: »

haha its now the 25th and iv heard nothing i even sent them another email about its and nothing i think there just being ignorant tbh

Are you sure that those emails are able to get to you? Are you checking the right email address?

They send out one, and only one, email in response to your ticket for CS help. If you do not respond, they consider the matter closed.

If the email is lost, deleted, or misdirected by a spam filter, you will not see it.

So, log into the Customer Support help site with your account name and look at the actual ticket entry to see if there is a reply in there that you did not get.

PURPLE245 · January 2016

i finally got a email thay was so late because of all of the snow

TheValkyn · January 2016

PURPLE245 wrote: »

i finally got a email thay was so late because of all of the snow

Believe it or not but email or internet correspondence isn't affected by weather.

PURPLE245 · January 2016

TheValkyn wrote: »

PURPLE245 wrote: »

i finally got a email thay was so late because of all of the snow

Believe it or not but email or internet correspondence isn't affected by weather.

they was saying they could not get into work

KhajiitiLizard · January 2016

I put in a ticket like 2 weeks ago about one of my character's that has 4 mundus stones, and I can't actually tell which one is actually applying... still no response.

SeliniaHlaalu · January 2016

I've had mixed experiences with the CS.
When the game was first released I had very fast responses, by actual people who seemed to read my tickets.
Past few months though they have been worse, the reply seems to take a little longer, and the past couple of times I've submitted a ticket I received a generic pasted response. One response had absolutely nothing to do with the ticket submitted!.
So seems to me the CS has certainly declined in the past year.

Oldmanlawlor · January 2016

I'm waiting eight days now for a response over issues with my ESO plus.

If they don't care about me giving them money, I doubt they care about your characters.