Effortless

marten_philip · March 2016

Anyone else getting fed up with the effortless lazy responses form the customer ticket support?

Always giving the same standard template answer go to this and repair that.

Like honestly, do they really think we're not used to the game failing on us this often now?

And that it has been come a quite automatic instinct to do these steps before opening an actual ticket?

I mean come on! I'm a Eso Plus Subscriber, the fact that I can't acces the game while paying is enough to get a customer unsatisfied, so at least offer proper assistance in restoring your shortcomings as product provider. And don't come up with pre-programmed standard solutions which never do the job, like you really don't give a damn about your consumers.

FloppyFrank · March 2016

ZOS doesn't even have the staff needed to run their own game let alone provide reasonable customer support. It is indeed *** how garbage their customer support is

Aelthwyn · March 2016

I have to say the first few months of the game I received excellent customer support responses, however for a long time now I’ve gotten nothing but formulaic stuff along the lines of: ‘We’re sorry to hear it. We’re busy, so we will assume you’ve solved this on your own if we don’t hear back from you again soon.’ It certainly seems like they need to put a little more people/time/attention into their customer service.

Selstad · March 2016

You'd be surprised at how many who doesn't do that before contacting costumer support. It's a standard answer for any first line of support to state the obvious. It also helps when you send it down the line for the 2nd line of support to look at it.

Helping with computer related issues over mail or phone, is rather difficult, since each computer is different and each person's knowledge of computers are different. Some know a lot, some don't know that much and some don't know anything more than to turn it on, open a game and open a browser. Unfortunately the costumer support - until proven otherwise - needs to treat their costumer from the latter; that you're not an experienced computer user.

I understand it's frustrating to receive the "standard" answer from costumer support, but believe me, I've worked with costumers for close to 10 years and you'd be surprised how many strange tickets you get each day. And when it piles up with a lot of questions that are on the first read through, more or less the same, you end up with a "standard" answer as a first response. It's not ideal but it is what it is.

marten_philip · March 2016

Selstad wrote: »

You'd be surprised at how many who doesn't do that before contacting costumer support. It's a standard answer for any first line of support to state the obvious. It also helps when you send it down the line for the 2nd line of support to look at it.

Helping with computer related issues over mail or phone, is rather difficult, since each computer is different and each person's knowledge of computers are different. Some know a lot, some don't know that much and some don't know anything more than to turn it on, open a game and open a browser. Unfortunately the costumer support - until proven otherwise - needs to treat their costumer from the latter; that you're not an experienced computer user.

I understand it's frustrating to receive the "standard" answer from costumer support, but believe me, I've worked with costumers for close to 10 years and you'd be surprised how many strange tickets you get each day. And when it piles up with a lot of questions that are on the first read through, more or less the same, you end up with a "standard" answer as a first response. It's not ideal but it is what it is.

thing is they even ask this when you just explained in your ticket, that you already took all standard procedures in fact they replied twice to my tickets, telling me to do the same thing twice.

-true story-

Selstad · March 2016

Probably an error in how tickets are handled in terms of response, they're treating the responds as first contacts, which results in them sending the standard response from 1st contact, even when you're responding to an existing ticket. It's unfortunately something that's too common in terms of error from the ticket system that companies with a large amount of costumers are using.

Hopefully they'll take notice and investigate how the ticket system works and flags the tickets

DRXHarbinger · March 2016

marten_philip wrote: »

Anyone else getting fed up with the effortless lazy responses form the customer ticket support?

Always giving the same standard template answer go to this and repair that.

Like honestly, do they really think we're not used to the game failing on us this often now?

And that it has been come a quite automatic instinct to do these steps before opening an actual ticket?

I mean come on! I'm a Eso Plus Subscriber, the fact that I can't acces the game while paying is enough to get a customer unsatisfied, so at least offer proper assistance in restoring your shortcomings as product provider. And don't come up with pre-programmed standard solutions which never do the job, like you really don't give a damn about your consumers.

I sent them a rage mail the other day when consoles kept getting kicked. I was on round 9 of vma and about to smash Skoraks face in and boom booted. I raged at them and asked for my maelstrom weapon to be mailed to me (yes laugh at me right) but they did respond and sent me 20k to cover repairs and 25 soul gems. Not what I wanted but waaaaaaaay more than I and anybody I told about it expected.

magnusthorek · March 2016

Forgedaboutit, there are tickets of mine Fort problems that, if solved, could result in nice profit in game that' still open.

And even when, and if, issues like these are addressed, ZOS won't even give us some sort of compensation for the extra time we waited.

marten_philip · March 2016

magnusthorek wrote: »

Forgedaboutit, there are tickets of mine Fort problems that, if solved, could result in nice profit in game that' still open.

And even when, and if, issues like these are addressed, ZOS won't even give us some sort of compensation for the extra time we waited.

well my situation is that I had toupgrade to an dx 11 card which I did,

BUt now suddenly without pre-given information they also decided to drop certain other hardware support.

So now I can't play the game without wasting atleast 1k on complete new rig.

This information was not addressed to me beforehand.

So they in theory just scammed me in buying a subscription to play the new dlc.

Even though I wouldn't be able to play it! how awesome is that!

False advertisement scams from a major company

That lacks to inform its customers properly by addressing them by mail or in game pop-up alerting them ahead of time.

No some how a hidden link with patch details in a game launcher not every one even uses, is their idea of being informative.

Got a retail copy from 2014, and I'm launching eso.exe through steam.

daemonios · March 2016

This is standard practice in tech support. Start by giving an automated answer or one with minimal human intervention. Many people won't be bothered to pursue the issue, so one more ticked closed for the performance metrics. Only if the client insists will an actual thinking human become involved.

Tabbycat · March 2016

Well my character did get stuck falling through the world, tried the unstuck thing and it didn't work. Submitted a ticket. Re-logged and my character was unstuck.

A little while later they moved my character to Daggerfall to unstick her which was no big deal since I was logged off at the time. And they gave me my 71 gold back. So I can't really complain too much. I didn't write down my ticket number so I could tell them my character wasn't stuck anymore.

But I feel for ya. ZOS' customer service, in general, isn't the best. I believe they outsource it.