Customer Disservice for PS4/NA vmol server first group

Attackopsn · June 2016

Hi all, I am a player on the PS4/NA server and I recently participated in the first group that finished Veteran Maw of Lorkhaj with my friends. After completion, only eight of us were included on the leaderboard (xDrumnBassx, shelbabyraccoon, milkcraate, usmc_starlord, hunter-forever55, kissmelively, oregon_viking, and xblackwatchx_). Four of us were not, (zeroreasonz, rnc-, supersaian8, and attacko [me]) so I decided to send a support ticket so that this would be corrected.

After three days of waiting, I actually got a response,

Greetings Traveler,

Thanks for contacting the Elder Scrolls team. My name is Tyler.
I want you to know I understand how you feel. I've been there. Rest assured I'm going to do everything I can to help you.

~~~

You can submit a bug report or feedback for the development team to review by posting details about the issue on The Elder Scrolls Online official forums here.

For any issue related to forum accounts, please contact The Elder Scrolls Online Support Team at here.

You can also submit a bug in game by following the steps below:

Xbox One / PlayStation 4
1.Open the in-game Player Menu ([Menu] for Xbox One or [Options] for PlayStation 4).
2.Select "Other" under Issue Category and enter a description of the bug under Required Information. Be sure to make it clear that a bug has been encountered.
3.Once complete, select Submit.

PC / Mac1.Open the in-game Chat Box.
2.Type "/feedback" or "/bug" and press [Enter].
3.Provide any additional information and submit.

Your in-game report will include details about your character and location as well as other useful information to help the Development Team figure out what is causing the issue. Please be as detailed as possible.

I'm sorry I can't be more assistance on this topic. However, if you need help with something else, let me know!

Hope it helps! Let me know it works! Awaiting your correspondence!

~~~

For ESO news, check our official sites,

http://twitter.com/TESOnline
http://elderscrollsonline.com

Thank you for your continued interest and support!

Warm Regards,

Tyler, Knight of the Citadel
The Elder Scrolls Online team

Not only is this response completely useless, it actually effectively manages to have absolutely nothing to do with my described problem, almost making it feel like they did not read the ticket. It took three days, and I was sent a message that at best explains how to send a support ticket. Seriously? You're going to tell me how to send a support ticket in response to a support ticket I submitted? Not only do I want the leaderboard to be fixed, I want this problem to be prevented in the future and I am impressed with how unhelpful this response was.

FrostFallFox · June 2016

First, congratulations! Second, that's some Netch poo. >:(

Naslu · June 2016

only if all people had been in from start till end they qualify for leaderbord, if in between they switch to another char they are not longer legal for leaderboard, so question is did they change to another char after any boss or in between?

Argruna · June 2016

Yeah, their tickets are really poor quality, especially the auto-responses. I had a prob with an achievement not being granted so sent in a ticket only to get a 'if your character is stuck, these are the tools to use' ticket. My survey back on how they did was less than stellar. They either need to work on their algorithm to pick up on more than key words to give a better response.

Anywho, I think they include an escalate button don't they? If, so, hit it. Keep hitting it until you get something other than 'lol silly, here's how to report a bug'.

Attackopsn · June 2016

Naslu wrote: »

only if all people had been in from start till end they qualify for leaderbord, if in between they switch to another char they are not longer legal for leaderboard, so question is did they change to another char after any boss or in between?

I think it might have been because the first add pull had been pulled before the group fully formed, still, this shouldn't even be an issue.

I was also i believe the only one who ever switched.

OutLaw_Nynx · June 2016

Hey @Attackopsn , first off congrats. Next, just keep hounding them with e-mails. Their customer servers is joke because the first tier of support is just a generic auto reply. I'm just gonna tag people off my head, I know how hard you guys worked for this. However, did any of these people switch characters at ANY point during the trial? One of my friends mentioned that could have something to do with it.

@ZOS_JessicaFolsom @ZOS_GaryA @ZOS_GinaBruno (sorry Gina!!!) @ZOS_AntonioP

Attackopsn · June 2016

I can confirm that Supersaian8 never changed

Orgrimar · June 2016

Yeah I didn't switch. Submitted a ticket also and got the same type of response.

OutLaw_Nynx · June 2016

Keep bothering them I suppose..

@ZOS_JessicaFolsom @ZOS_KaiSchober

Polysemy · June 2016

OutLaw_Nynx wrote: »

Keep bothering them I suppose..

@ZOS_JessicaFolsom @ZOS_KaiSchober

No. Dont keep bothering them. Patch just dropped they are dealing with actual issues.

As for the fact you all arent on leaderboard... it has been like this since the game came out, if you are going to switch toons or leave instance for a long period of time you will not be on leaderboard. It was like that for me when the group I ran with at the time got second SO clear. And it was like that for some of my group when we got first vmol.

Ep1kMalware · June 2016

i noticed that ad well, while a guildmate saw all 12 of your names. It started off because I didnt see yours, black's, or anyone other familiar name aside from drumnbass

OutLaw_Nynx · June 2016

Polysemy wrote: »

OutLaw_Nynx wrote: »

Keep bothering them I suppose..

@ZOS_JessicaFolsom @ZOS_KaiSchober

No. Dont keep bothering them. Patch just dropped they are dealing with actual issues.

As for the fact you all arent on leaderboard... it has been like this since the game came out, if you are going to switch toons or leave instance for a long period of time you will not be on leaderboard. It was like that for me when the group I ran with at the time got second SO clear. And it was like that for some of my group when we got first vmol.

For one.

None of them switched characters and they were all in there for 2-3 days. This is an actual issue... If people can pester ZOS about stupid things like not being able to use momentos which are useless feel like I have the right to tag them.

Refuse2GrowUp · June 2016

Congrats for beating vMoL

From my understanding, several of you did switch characters. Plus, when getting to the final boss, you rubberbanded a controller to keep someone in the trial and prevent them from dropping offline, while others left and/or went offline, so that when everyone got together again several hours later, you could resume at the final boss. Someone may have resumed that final boss on the same character they started the trial on, but did they switch characters while not in the trial to do writs or simply play other toons? Such factors will effect leaderboard status.

Calling CS out and making a scene of it isn't justified, and is certainly not mature. You beat it once. Go back in and beat it again. This time, no one switch toons and no one leave the trial (no rubberbanded controller). It's not rocket science.

As for the CS response... you always get a generic reply on the first reply. Reply to that and the ticket will be elevated and you will get a more direct feedback. It's a crappy way of handling business, but it seems to be how they sort out BS issues from the real issues that need follow-up and actual support.

Ep1kMalware · June 2016

OutLaw_Nynx wrote: »

Polysemy wrote: »

OutLaw_Nynx wrote: »

Keep bothering them I suppose..

@ZOS_JessicaFolsom @ZOS_KaiSchober

No. Dont keep bothering them. Patch just dropped they are dealing with actual issues.

As for the fact you all arent on leaderboard... it has been like this since the game came out, if you are going to switch toons or leave instance for a long period of time you will not be on leaderboard. It was like that for me when the group I ran with at the time got second SO clear. And it was like that for some of my group when we got first vmol.

For one.

None of them switched characters and they were all in there for 2-3 days. This is an actual issue... If people can pester ZOS about stupid things like not being able to use momentos which are useless feel like I have the right to tag them.

This.
I just read the 99th 'NERF RADIANT OPRESSION' thread from just this week. If these *** get to complain then this guy should be a much higher priority. Srsly, first vmol clear on ps4 is worth the damned Dev time on feedback.

lolo_01b16_ESO · June 2016

Attackopsn wrote: »

Naslu wrote: »

only if all people had been in from start till end they qualify for leaderbord, if in between they switch to another char they are not longer legal for leaderboard, so question is did they change to another char after any boss or in between?

I think it might have been because the first add pull had been pulled before the group fully formed, still, this shouldn't even be an issue.

I was also i believe the only one who ever switched.

Exactly this is the issue. Only those who are present when the timer starts will qualify for the leaderboard.