NEED EMERGENCY ASSISTANCE FROM CUSTOMER SUPPORT

Earthewen · June 2016

Hello. I am currently a member of the guild Raven and The Rose. Last night, our GM was playing the game and went AFK to go get a drink. When he came back in, he had a notification that read "Error Booted from Server". He tried to put in his login information and did so about 10 to 15 times, but was unable to get into the game. It said either incorrect password or user ID. He then went to the account section of the launch window, tried to enter his user name and password and it read "Suspended from Site." He has tried to call your company but was unable to get past the operator of your company in order to talk with Customer Support. The only email he has received from your company stated that he had cancelled his subscription which he did not.

He is very upset as he has been a long-standing, paying member since 2014. He has tried to get on the forums to contact you himself but is blocked from the forums. I know him and he doesn't engage in behavior that would warrant a banning from the game. Is there a way you could help him straighten this out? I have contacted you on his behalf in the hopes that you can do something to get our leader back online and with us in game. He is bewildered by this. He has no idea why he's banned, if indeed he is. Please respond asap to help us but most of all him.

His @ name is @defilerofdank. Please let me know so that I can relay a message to him or contact him yourself. I'm sure his email is in your records.

thank you so much for your time and consideration in this. He is a valued member of our community and we need him. He is instrumental in holding our guild together without the drama of so many other guilds. he is blocked from even making an appeal. please advise as soon as you can. thank you so much.

Earthewen

Nirnrotten · June 2016

Eek that's no bueno. I hope you guys get it figured out.

Earthewen · June 2016

I do, too, Nirn. Thanks for note. he's very frustrated at the moment, and I can hardly blame him. He's an awesome GM and an awesome player. I have no idea what could have brought this about. He is generally really diligent about following all the terms of service and stuff. Hopefully, it's a glitch or something. Either way, we want him BACK!!! All 150 of us in this guild!

ShedsHisTail · June 2016

Earthewen wrote: »

Hello. I am currently a member of the guild Raven and The Rose. Last night, our GM was playing the game and went AFK to go get a drink. When he came back in, he had a notification that read "Error Booted from Server". He tried to put in his login information and did so about 10 to 15 times, but was unable to get into the game. It said either incorrect password or user ID. He then went to the account section of the launch window, tried to enter his user name and password and it read "Suspended from Site." He has tried to call your company but was unable to get past the operator of your company in order to talk with Customer Support. The only email he has received from your company stated that he had cancelled his subscription which he did not.

He is very upset as he has been a long-standing, paying member since 2014. He has tried to get on the forums to contact you himself but is blocked from the forums. I know him and he doesn't engage in behavior that would warrant a banning from the game. Is there a way you could help him straighten this out? I have contacted you on his behalf in the hopes that you can do something to get our leader back online and with us in game. He is bewildered by this. He has no idea why he's banned, if indeed he is. Please respond asap to help us but most of all him.

His @ name is @defilerofdank. Please let me know so that I can relay a message to him or contact him yourself. I'm sure his email is in your records.

thank you so much for your time and consideration in this. He is a valued member of our community and we need him. He is instrumental in holding our guild together without the drama of so many other guilds. he is blocked from even making an appeal. please advise as soon as you can. thank you so much.

Earthewen

Did his credit card expire?

Dunno why that would cause him to be blocked by the forum, but could explain the subscription lapse.

Or perhaps it has something to do with the drug-reference in his name? Maybe someone reported it. Would suck since he's probably had it forever, but it wasn't made visible to the general populace until Dark Brotherhood came out.

KrishakPanettier · June 2016

There is a special location where he can submit request for support. Only sure way to get a response and access account.

https://help.elderscrollsonline.com/app/account_recovery

Click on Suspended/Compromised.

Earthewen · June 2016

thanks guys. to be totally honest, I had no idea that his name even referenced drugs! it's always been his name from the beginning. I know I've lived a sheltered life, but geewhiz! some of the names they let go on this game ... this one seems rather minor compared to anything else.

ZOS_AlanG · June 2016

KrishakPanettier wrote: »

There is a special location where he can submit request for support. Only sure way to get a response and access account.

https://help.elderscrollsonline.com/app/account_recovery

Click on Suspended/Compromised.

Yep, this is the best thing for your GM to do. Thanks @KrishakPanettier !

ShedsHisTail · June 2016

Earthewen wrote: »

thanks guys. to be totally honest, I had no idea that his name even referenced drugs! it's always been his name from the beginning. I know I've lived a sheltered life, but geewhiz! some of the names they let go on this game ... this one seems rather minor compared to anything else.

I don't disagree. As far as drug references go, it's pretty mild, but you never know what folks will report.

When I played WoW, I had a character named Holymoses... apparently that offended someone and I had to change it.

Earthewen · June 2016

AWESOME GUYS! Thanks all. I have been in contact with a couple of the admins here and they were fantastic to point us in the right direction. They responded super fast and I'm thrilled with the response.

To be sure, we still don't have our GM back with us, but at least we got to talk to real humans who graciously pointed us in the right direction.

Just a note, I taught Customer Service in the medical field so I'm attuned to it. This was good Customer Service by the staff of the forums. It was less so over the phone so far, so ZoS could stand to work on their over-the-phone services. I realize that it is easy for us to get on here and complain, rant, shout out angrily and such, but I wanted to point out something really positive.

Thanks again!
Earthe

SEE YOU ON THE BATTLEFIELD!