quake89 wrote: »

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

At least you got an automated response!

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.

I can almost tolerate the automatic responses, because you just know ZOS gets an overwhelming number of reeeeeeaaally stupid tickets with really obvious answers.

However, replying should get it immediately bumped to a human being who is working during the hours most people play. Anything less is less than adequate.

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.

If only it were that simple. I'm a subscriber and Zos ignores all my bug report tickets just like everyone else's. I think there is a RNG at work because it seems Zos responses to bug reports fall into one of three categories:

- No response ever (most likely)
- No response, but in a few days you get a survey asking how they did in responding to you. No matter how scathing the reply, you still never hear anything back ever again.
- Get an automated reply that does not even remotely address your issue. If you submit a particularly scathing reply (like "did you even bother to read my original issue?!") then lucky you - re-roll for another chance at a response!
- Get a personalized response in a few days that does not even remotely address your issue. See above.
- Get a personalized response that says "we are aware of the problem and will address it in a future patch". Now wait for weeks, months, even years (depending on the issue) for it to be fixed with no future response, acknowledgement or comment from Zos.

There's your guide to Zos responses, in a nutshell. This list also seems to apply to issues posted to the forums as well.

MasterSpatula wrote: »

Tandor wrote: »

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.

Back in SWG, we used to get a real, in-game conversation with a real human CS/GM when we filed tickets, often within the hour.

Oh, how we complained about that hour.

Of course, SOE actually had the power to fix it if a quest bugged on you. They understood "abandon the quest and start over" is an acceptable response exactly 0% of the time, and they would apologize profusely and sincerely if they ever had to give it.

That was back in the days when SOE had individual GMs covering each server, but they long ago switched to a central pool of GMs who covered any and all servers, since when the customer service levels have fallen substantially as they like everyone else have laid off staff especially those not involved in development.

That was also a time when customer service levels in all walks of life were superior to what stands for the norm nowadays, a time before the introduction of out-sourcing, for example.

Even so, there are plenty here who praise the support they have received, but these topics usually only attract those who feel aggrieved over their support.

I mean from the sounds of everyone's response everyone got put through to Ricky and his inability to respond with an answer that would deal with problems. Hell if I were to provide this level of customer service pretty sure I'd be getting at least a disciplinary maybe even the can. However It seems that ZOS prides themselves on their atrocious level of customer service and there is a monthly bonus on who can provide the worst customer service possible.

Maybe a ZOS employee could comment on whether such competition happens!

I mean If i generally had received even remotely a acceptable level of service I would be the first to say hey good job guys I appreciate you trying but I have not and so hopefully ZOS can use this post to improve their customer service.