Can somebody please explain why it's taken 3 days to respond to my ticket ?

quake89 · June 2016

As the title suggests I submitted a ticket and got an automated response was told that if problems were continuing to exist email back which I did and then nothing. Literally have been served the ZOS special with the wall of silence.

If any forum mod or admin could please get one of your support staff to reply to my ticket would be much appreciated.

Reference - 160615-003305

Reverb · June 2016

It's a weekend. There is on call support for critical issues only. Everything else will wait until Monday.

Cazzy · June 2016

3 days is pretty short tbh

Some people wait weeks

Zoner · June 2016

Sent a ticket and had to update it 6 times over 7 days as they kept marking it as 'solved' and not responding at all. This is just the standard we've come to expect unfortunately

Bc0z1g0th1gh · June 2016

Your ticket goes around the world from Afghanistan to China and finally somebody in India looks at it

Actually_Goku · June 2016

Me too, I'd assume they've got a bit going on with the DB console launch and all the bugs, and it being the weekend. Have patience, young one

rootimus · June 2016

Bc0z1g0th1gh wrote: »

Your ticket goes around the world from Afghanistan to China and finally somebody in India looks at it

Then sends a copypasta reply based on the first keyword they find. If no keywords are found, they reply asking if IE 6 is working.

UrQuan · June 2016

If you're not a subscriber you get an automated response first, and you have to reply to it to have a person look at your ticket. Don't expect someone to see your ticket for 1 business day. Given that today is Sunday, that means that if you replied to the automated response on Friday (which would make this the 3rd day) you should expect a reply some time Monday.

MerkzM8 · June 2016

Welcome to ESO, enjoy your stay.

Vatter · June 2016

camelot unchained is right around the corner guys

jircris11 · June 2016

3 days is quick, i sent one on black desert online..took them 2 months.

quake89 · June 2016

You would think that they have a customer service team that works weekends or at least saturday morning, considering this game is playable 24/7. I was an ESO+ member cancelled it yesterday until the game becomes playable.

On another note if they do not work weekends a sorry were out of the office Automated response would be useful with times they are in the office. I'm holding out for Camelot Unchained that or I'll wait for Skyrim remastered.

Epona222 · June 2016

What was your ticket about? If it was about a quest bug, then you shouldn't expect a response, they don't contact you about a quest bug, they will just eventually fix it in a patch.

I've always had a pretty timely response to tickets where something was affecting one of my characters so that I couldn't play that character or had something go wrong impeding me playing that character.

Thornen · June 2016

Zos take the weekend off...

And I'm not kidding either every weekend dev tracker has 0 entries because they must really care...

Itoq · June 2016

My first ticket was quite awhile ago, but it took at least a month for a GM to fix the issue - I remember it being over two months. My second ticket took two to three weeks to get a non-automated response. All in all, it seems pretty random how quickly they respond. GL.

Manpoints · June 2016

Reverb wrote: »

It's a weekend. There is on call support for critical issues only. Everything else will wait until Monday.

there's a contact number for ZOS customer service? I thought they dumped all of that a long time ago?

UrQuan wrote: »

If you're not a subscriber you get an automated response first, and you have to reply to it to have a person look at your ticket. Don't expect someone to see your ticket for 1 business day. Given that today is Sunday, that means that if you replied to the automated response on Friday (which would make this the 3rd day) you should expect a reply some time Monday.

Is that for real? Not that I wouldn't think they'd refrain from pulling that kind of ***, it would just explain why so many of my tickets get ignored.

Apocalypse1981 · June 2016

Its The worst Support service ever

I_killed_Vivec · June 2016

You got a response?!

When I first submitted a ticket I never got a response, but within days I did get a Customer Services survey email asking how satisfied I was with the response (that I never received)...

lathbury · June 2016

I submitted 2 bug reports a month apart posted a forum thread and made a you tube vid and linked it on the support page I have received 0 replies from zos its one of the reasons I'm unsubbed and playing something else.

Epona222 · June 2016

Manpoints wrote: »

Reverb wrote: »

It's a weekend. There is on call support for critical issues only. Everything else will wait until Monday.

there's a contact number for ZOS customer service? I thought they dumped all of that a long time ago?

UrQuan wrote: »

If you're not a subscriber you get an automated response first, and you have to reply to it to have a person look at your ticket. Don't expect someone to see your ticket for 1 business day. Given that today is Sunday, that means that if you replied to the automated response on Friday (which would make this the 3rd day) you should expect a reply some time Monday.

Is that for real? Not that I wouldn't think they'd refrain from pulling that kind of ***, it would just explain why so many of my tickets get ignored.

Don't pay any attention to what UrQuan said there, I have 1 subbed account and 1 unsubbed, and there's no difference in response - he's just trying to stir things up.

Mady · June 2016

All my tickets were answered in less than 24 hours. Maybe I'm just lucky or whatever. But if you write a ticket on a weekend it's normal that you don't get an answer. Plus all tickets that were submitted on that weekend have to be answered. So more stuff to do for the support. => It takes longer for you to get an answer.

UrQuan · June 2016

Epona222 wrote: »

Manpoints wrote: »

Reverb wrote: »

It's a weekend. There is on call support for critical issues only. Everything else will wait until Monday.

there's a contact number for ZOS customer service? I thought they dumped all of that a long time ago?

UrQuan wrote: »

If you're not a subscriber you get an automated response first, and you have to reply to it to have a person look at your ticket. Don't expect someone to see your ticket for 1 business day. Given that today is Sunday, that means that if you replied to the automated response on Friday (which would make this the 3rd day) you should expect a reply some time Monday.

Is that for real? Not that I wouldn't think they'd refrain from pulling that kind of ***, it would just explain why so many of my tickets get ignored.

Don't pay any attention to what UrQuan said there, I have 1 subbed account and 1 unsubbed, and there's no difference in response - he's just trying to stir things up.

Um, no, that's standard practice - and not just with ZOS, with almost any company that does tech support you get different levels of initial response based on what type of client you are. I'm not sure why perfectly industry standard support practices would "stir things up" at all... Unless there's a model where all customers pay exactly the same thing (like the previous subscription-only model), pretty much every company will use a support model similar to this. Anyone upset by it simply doesn't understand the realities of business, and that virtually every company does the same thing.

I've also got a main account that's subbed and 2 accounts that aren't. If I submit a ticket on the subbed account I get a reply from an actual person within about 1 business day, but I don't immediately get an automated reply. If I submit a ticket on an unsubbed account I get an immediate automated reply, but I don't get a reply from an actual person unless I respond to that automated reply, and then the reply will be within about 1 business day from when I responded. This isn't speculation, by the way, this is based on the actual responses to actual tickets I've submitted on my accounts, and also based on a conversation with ZOS CS.

quake89 · June 2016

The fact of the matter is I was an active ESO+ member at the time ( Memberships still active but I will not be renewing) my ticket was sent Thursday evening UK time , I had a response the same night Automated thank you have you tried power cycling your console ETC which I expected due to the issues in game at the moment.

The message goes on to say If I have any further problems or if this does not resolve the issue reply to the email, Which I duly did on Friday morning again UK time. Now since that time I assumed I may have a response in reasonable fashion like my first response but I was mistaken. I then would assume that Customer service ran Saturday morning ( like numerous customer service call centers ) However you guys informed me ZOS takes the whole weekend off Fair enough cant argue. Its now Monday and no word from the elusive customer service agents employed at ZOS. But its clear they don't want my money or care enough to even try to help me resolved the issues that I had even offered to buy the game again on PC if they could copy my account from XB1 because the game is unplayable for me on that system.

I just hope that they see this and improve Customer Service for future players because I have no such desire to return at this present time even though I was a seriously hardcore player that spent more than enough $ on this game because It was a game I really enjoyed.

Thanks for all the replies, you guys were super informative on realizing that my cries of anguish were just being drown out

idk · June 2016

Vatter wrote: »

camelot unchained is right around the corner guys

It's a second rate game, at best, when compared to ESO. If I'm correct about the game is PvP only. Most ESO players are not exclusive to PvP. 2 strikes against it.

quake89 · June 2016

Giles.floydub17_ESO wrote: »

Vatter wrote: »

camelot unchained is right around the corner guys

It's a second rate game, at best, when compared to ESO. If I'm correct about the game is PvP only. Most ESO players are not exclusive to PvP. 2 strikes against it.

You could argue any game is a second rate game compared to x y and z but the fact but if its playable then why shouldn't I give it a shot considering the state that ESO is in atm. I've probably one of ESO biggest advocates in the last 6 months always assuring people that the team over at ZOS is working tirelessly to make sure this games in a stable condition but now I'm not so sure.

Thieves guild was a rocky launch with a fair few issues and some of them issues have only just been fix and some of them still exist. DB just added more stress onto an already unstable game and it's just broke the game. Sure not all players have the issues that I'm experiencing but my personal game is unplayable unless I fancy staying connected and fighting invisible NPC's for 20 minutes at a time.

I finally did get a response from a customer service rep that couldn't even be bothered to read my actual issue and the previous messages that I sent asking if they would copy my account so I could buy the game on PC. I got a copy and pasted response from the guide saying to power cycle my console and to re install the game the exact same information I was originally told and said was not having any effect on my issues.

Just shows the staff that ZOS employs. Ricky the customer service rep could not even be bothered to spend 2 minutes reading an email to respond in a correct manner.

so I think you'll find at this presnt time I'll take any "Second Rate" game over the joke that is ESO and ZOS customer service team

SwaminoNowlino · June 2016

@ZOS_AlanG Alan, can we get some help for this guy's ticket or at least a clue as to what he needs to do next to try and get his issue resolved?

@ZOS_JessicaFolsom

Tandor · June 2016

Vatter wrote: »

camelot unchained is right around the corner guys

You can never beat for quality a game that hasn't been released yet.

Similarly, I haven't yet frequented the forum of a released game that doesn't have the worst customer service.

Muizer · June 2016

quake89 wrote: »

Can somebody please explain why it's taken 3 days to respond to my ticket ?

Thanks for your question. Please post it again if this continues to bother you. Have a nice day.

Gargath · June 2016

Automated response only annoys without giving any solution, why even pretend that automatic email may solve our problems, like they imply in these emails. Just choking internet with useless content.

Cazzy · June 2016

Gargath wrote: »

Automated response only annoys without giving any solution, why even pretend that automatic email may solve our problems, like they imply in these emails. Just choking internet with useless content.

Agreed! I'd rather just an email saying; "We have received your ticket (No. 0000000) and our support staff will be in touch."

Jailbirdy · June 2016

Apocalypse1981 wrote: »

Its The worst Support service ever

agreed!