ZOS, HERE IS WHY SO MANY OF US BELIEVE YOU DO NOT CARE

Dr.NRG · June 2016

Dear ZOS,

I have talked to many others about this issue for the simple fact that we care about you and the community. Most people agree that this game is pretty "kick azz" and we like what you done with it, eventhough we get more and more new bugs, cheaters, exploiders and whatever. The consensus is we still believe you can fix this game! Even if people like fengrush, who has quite a bit of good points, are a bit extream how they present the problems and people say because of that you do not listen to us, we know you are trying your best depending on what resoucres you have to constantly make this game better. To get to the issue, we believe you do not care and only want to make money because of one simplicity you could easily change ( before I name this, please keep in minde we are on your side and we care for the greater good of this game);

When ever there is an serious issue, all you do is reply with an comment that is irrelevant or says nothing. For example, if someone creates a threat about an serious issue we get an answer such as; " we reomoved some answers for what ever reasons..", " please follow the forum rules.."' or other stuff like it and if we get super lucky we get " we will look into this" or " we are working on it" but do not see any change for days, weeks month and sometimes even years.

Is it to much to ask to give us an answer that gives us a somewhat satisfying information? I have allot of new friends that just started playing this game due to my recommendation. Not much later, they have seen on the forums what is going on and said right away they will not buy anything in this game as it is already looking like it will be a short term success. How am I supposed to convince them to level they characters in order we can have fun together if anyone I ask to join me on this game is done with it after playing it for less than a month?

C'mon ZOS, those of us that have a decent history with you know what is possible from your side. Is it to much to ask to listen to people on forums or people like Fengrush who said since IC droped " we need capturable flags in the district but do not make it just one flage cause it is gonna s**k" ? People do get sometimes aggrevated and start using bad language or so but they still have really good points and ignoring them will hurt you.

Again, we believe in You! Please give us a reason to continue to do so and we will transfer all our disposible money to you;)

Phinix1 · June 2016

Begins letter "Dear ZOS"...

Posts on community forum.

Zoot3D · June 2016

Dr.NRG wrote: »

ZOS, HERE IS WHY SO MANY OF US BELIEVE YOU DO NOT CARE

Everyone can speak for themselves here, it's silly to pretend otherwise.

MuddledMuppet · June 2016

Chet cares.

Justice31st · June 2016

MuddledMuppet wrote: »

Chet cares.

Chet Kelly is a 4chan nub!

MuddledMuppet · June 2016

Justice31st wrote: »

MuddledMuppet wrote: »

Chet cares.

MuddledMuppet wrote: »

Chet cares.

Chet Kelly is a 4chan nub!

https://forums.elderscrollsonline.com/en-GB/discussion/274377/is-this-a-real-zos-customer-support-response#latest

Justice31st · June 2016

The only thing ZOS cares about now is crown store item development. Hence the new poison costume, and the unfixed console thaumaturge cp bug.

SanTii.92 · June 2016

Titles with caps, has nothing to say. Ok

Celas_Dranacea · June 2016

I appreciate the relatively civil tone of your post.

Personally, my experience has been that Zos does care very much. They have consistently responded to feedback with substantive communication to the community and real improvements to the game. Just some examples that have been particularly relevant to me over the past year:

- Implementation of cp cap and catchup mechanic
- Improvements to siege in Cyrodil, new objectives on the way, new ways to bust up zergs with skillful play, improvements to the latency issue
- The new goal of scaling all zones to allow new and old players to play together
- Really cool dlc content
- Improvements to classes like stam sorc and stam dk, and generally much better balance across classes overall
- crafting bags, and the upcoming race changes

Etc etc. I've seen people passionately argue for these things, and zos has responded.

This game is not perfect and by all means more feedback is necessary, but my experience has been that Zos listens and cares very much.

I feel compelled to respond with stuff like this because I'm concerned newer people learning about the game on the forums will get the wrong impression, and I want more people to play with.

phobossion · June 2016

Just remove the [Z] logo from forum mod posts... It looks like someone from ZOS is actually commenting on the forum while it's just another meaningless "we've removed some ***" kind of maintenance message.

[edited for profanity masking]

SwaminoNowlino · June 2016

@Celas_Dranacea but this is what the new players really experience before they even come to these forums. ZOS just added support for Japanese customers. They announced it at E3. And this is their experience.

https://forums.elderscrollsonline.com/en/discussion/274409/should-i-just-give-up#latest

DaniAngione · June 2016

Phinix1 wrote: »

Begins letter "Dear ZOS"...

Posts on community forum.

Though I don't entirely agree with the OP, I must say that's fine.

It's called an "open letter".
Have you never seen things like "Celebrity X writes an open letter to Facebook", etc, etc...?

tinythinker · June 2016

MuddledMuppet wrote: »

Chet cares.

Why does this seem like something I'm going to see on T-shirts...?

(I hope that is just a fake name for an auto-responder. The CS people work with what they are told, and while ZOS allows criticism anything resembling an attack on employee gets heavily moderated.)

MuddledMuppet · June 2016

tinythinker wrote: »

MuddledMuppet wrote: »

Chet cares.

Why does this seem like something I'm going to see on T-shirts...?

I want it on my coffee mug! T-shirt would be great tho and solo epic

BTW I'd hardly class anything I said as 'an attack', gentle ribbing possibly...

Smileybones · June 2016

People tend to forget the tons of improvments this game has got and only remember negative things. Also they often make the issues bigger than they are. Not arguing some big ones as xbox stability or dungeon finder effectiveness but still.

ZOS do care, they just are't much talkative. There is a famous game company, when asked for an ETA always respond with "it's done when it's done" and no one dares question that.

sadownik · June 2016

Smileybones wrote: »

People tend to forget the tons of improvments this game has got and only remember negative things. Also they often make the issues bigger than they are. Not arguing some big ones as xbox stability or dungeon finder effectiveness but still.

ZOS do care, they just are't much talkative. There is a famous game company, when asked for an ETA always respond with "it's done when it's done" and no one dares question that.

Oh im here since the beta and i agree many thing improved, but its very easy to do when you start from the level of ESO launch. The problem is, there are still so many issues, bugs, and exploits left for months (some for years) no wonder people are getting annoyed.

SwaminoNowlino · June 2016

@Smileybones what about all the new customers in the new Japanese market that come into the game and experience the bugs, the lag, and the cheating? Do you think it matters to them more that things have "improved" or that some major stuff is broken?

Celas_Dranacea · June 2016

SwaminoNowlino wrote: »

@Celas_Dranacea but this is what the new players really experience before they even come to these forums. ZOS just added support for Japanese customers. They announced it at E3. And this is their experience.

https://forums.elderscrollsonline.com/en/discussion/274409/should-i-just-give-up#latest

is that supposed to be proof that Zos doesn't care about their game? I thought that is what we are discussing.

Maybe it's just me, but if I were starting to a play a game like this in the first few weeks it launched on a new Japanese server, I would expect issues.

It's too bad lag and animation problems are a part of this game, but yeah it's part of the experience. To me it's still very much worth it to play, especially since I've seen a very solid response from Zos on issues across the board.

Folks have a right to complain, and I don't believe these complaints are falling on deaf ears.

Celas_Dranacea · June 2016

SwaminoNowlino wrote: »

@Smileybones what about all the new customers in the new Japanese market that come into the game and experience the bugs, the lag, and the cheating? Do you think it matters to them more that things have "improved" or that some major stuff is broken?

Yea man if I were ZOS I would really see these things as a huge priority so they don't lose customers. In fact, I'm really confident that they do - they seem like very intelligent people.

FLuFFyxMuFFiN · June 2016

I think ZOS cares. They have taken a lot of feedback from players and put it in the game. Things like crafting bags, armor dyes, and now costume dyes and even more. Just because it takes them a while to implement it and it's not exactly how you want it to be implemented doesn't mean they don't care. Just be glad they added it in the first place.

Shadesofkin · June 2016

While I agree that silence is far from golden in many respects, I have yet to feel that they do not care.

Duiwel · June 2016

RIP English language

Haxnschwammer · June 2016

How much cost good customer support? 1 million
How much does ZO$ loose to bad customer support? 100K
=> Fire customer support

Numbers are made up, but I think that this is exactly how decisions at ZO$ are made.
They can fix the bugs, the lags, the exploits, but why? People are still buying the game, buying crowns, byuing useles pets, buying mounts....
Why improve crap as long people buy crap?

Destyran · June 2016

Tl;dr just look at the stat of xbox one!!

rootimus · June 2016

Celas_Dranacea wrote: »

I appreciate the relatively civil tone of your post.

Personally, my experience has been that Zos does care very much. They have consistently responded to feedback with substantive communication to the community and real improvements to the game. Just some examples that have been particularly relevant to me over the past year:

- Implementation of cp cap and catchup mechanic
- Improvements to siege in Cyrodil, new objectives on the way, new ways to bust up zergs with skillful play, improvements to the latency issue
- The new goal of scaling all zones to allow new and old players to play together
- Really cool dlc content
- Improvements to classes like stam sorc and stam dk, and generally much better balance across classes overall
- crafting bags, and the upcoming race changes

Etc etc. I've seen people passionately argue for these things, and zos has responded.

This game is not perfect and by all means more feedback is necessary, but my experience has been that Zos listens and cares very much.

I feel compelled to respond with stuff like this because I'm concerned newer people learning about the game on the forums will get the wrong impression, and I want more people to play with.

And yet we have launch day bugs that we can't even get a dev to say are being worked on, launch day bugs that devs only find out about after 2 years because none of them play their own game, basic features still missing from the game (mail client, guild management tools, API, etc) and a community team that seems beweildered at best when you mention ESO (though @ZOS_AlanG deserves a shoutout for making some effort).

As for your "Really cool dlc(sic) content", beauty is in the eye of the beholder - having to grind daily grind-quests just to unlock the Thieves Guild and Dark Brotherhood story lines is doubleplus ungood. Sweeping changes to classes this far into the game's life says that they probably have the wrong people doing that job, crafting bags should have been in the game from the start, they're remaining dead silent on how messing up rune farming is doing with their goal of getting more people into enchanting.

Problems get swept under the rug or "fixed" with a minimum effort solution - why fix the stacking bug in the guild bank when we can just stick two fingers up at the players and disable stacking? Lag in Cyrodiil? Lets have fewer campaigns so that less people can get out there - automatic lag reduction for minimum effort. Not to mention they got rid of the Wabbajack campaign, for which there really should be some kind of punishment.

When I played Eve, Jessica Folsom's counterpart was not just active on the forum, posting substantive answers, he also did various Twitch streams, took part on player-run shows and, shockingly, played the game. Many of the other devs did the same. Though I never experienced it myself, I've heard many tales in recent years of GMs contacting new players just to see how they're doing and answer questions. Does this game even have GMs? Best I can tell, it has an outsourced call center when they collect messages and do nothing with them, because ZOS aren't willing to talk about anything that isn't a carefully prepared PR statement on whatever they're currently trying to wow us with.

I tell ya, I wish I had Matt Frior's job - getting paid a small fortune to do nothing.

I could go on, but those rose-tinted glasses of yours are quite stylish and very distracting. Do they come in Khajiit?

The_Lex · June 2016

FLuFFyxMuFFiN wrote: »

I think ZOS cares. They have taken a lot of feedback from players and put it in the game. Things like crafting bags, armor dyes, and now costume dyes and even more. Just because it takes them a while to implement it and it's not exactly how you want it to be implemented doesn't mean they don't care. Just be glad they added it in the first place.

Yep. They care enough to implement cosmetic changes that cost more $$. People have been clamoring about server stability issues since IC. On the contrary, things have been getting much worse. We console user simply can't go to particular zones (Elden Root, Orsinium) without ZOS having to "rescue" our characters by porting them to a zone where we can log into them.

Celas_Dranacea · June 2016

rootimus wrote: »

Celas_Dranacea wrote: »

I appreciate the relatively civil tone of your post.

Personally, my experience has been that Zos does care very much. They have consistently responded to feedback with substantive communication to the community and real improvements to the game. Just some examples that have been particularly relevant to me over the past year:

- Implementation of cp cap and catchup mechanic
- Improvements to siege in Cyrodil, new objectives on the way, new ways to bust up zergs with skillful play, improvements to the latency issue
- The new goal of scaling all zones to allow new and old players to play together
- Really cool dlc content
- Improvements to classes like stam sorc and stam dk, and generally much better balance across classes overall
- crafting bags, and the upcoming race changes

Etc etc. I've seen people passionately argue for these things, and zos has responded.

This game is not perfect and by all means more feedback is necessary, but my experience has been that Zos listens and cares very much.

I feel compelled to respond with stuff like this because I'm concerned newer people learning about the game on the forums will get the wrong impression, and I want more people to play with.

And yet we have launch day bugs that we can't even get a dev to say are being worked on, launch day bugs that devs only find out about after 2 years because none of them play their own game, basic features still missing from the game (mail client, guild management tools, API, etc) and a community team that seems beweildered at best when you mention ESO (though @ZOS_AlanG deserves a shoutout for making some effort).

As for your "Really cool dlc(sic) content", beauty is in the eye of the beholder - having to grind daily grind-quests just to unlock the Thieves Guild and Dark Brotherhood story lines is doubleplus ungood. Sweeping changes to classes this far into the game's life says that they probably have the wrong people doing that job, crafting bags should have been in the game from the start, they're remaining dead silent on how messing up rune farming is doing with their goal of getting more people into enchanting.

Problems get swept under the rug or "fixed" with a minimum effort solution - why fix the stacking bug in the guild bank when we can just stick two fingers up at the players and disable stacking? Lag in Cyrodiil? Lets have fewer campaigns so that less people can get out there - automatic lag reduction for minimum effort. Not to mention they got rid of the Wabbajack campaign, for which there really should be some kind of punishment.

When I played Eve, Jessica Folsom's counterpart was not just active on the forum, posting substantive answers, he also did various Twitch streams, took part on player-run shows and, shockingly, played the game. Many of the other devs did the same. Though I never experienced it myself, I've heard many tales in recent years of GMs contacting new players just to see how they're doing and answer questions. Does this game even have GMs? Best I can tell, it has an outsourced call center when they collect messages and do nothing with them, because ZOS aren't willing to talk about anything that isn't a carefully prepared PR statement on whatever they're currently trying to wow us with.

I tell ya, I wish I had Matt Frior's job - getting paid a small fortune to do nothing.

I could go on, but those rose-tinted glasses of yours are quite stylish and very distracting. Do they come in Khajiit?

I was about to respond in more detail but realized quickly that your post was not intended to be productive with comments like "Matt Frior's job is to get paid and do nothing."

What are you arguing for? Are you basically just saying that the game is crap and people should leave? If so, you're entitled to your opinion.

I don't think the game is crap, my experience was good when it started despite the issues and has only improved over time.

The_Lex · June 2016

Celas_Dranacea wrote: »

In any business, there are certain customers you can never satisfy, it's totally normal and they have a right to leave. A good portion of these customers for eso live on the forums,

Seriously?! I agree with you to a point, but how about trying to satisfy console players (many of which are ESO+ subscribers like myself) by making it so that they can log in without having to open a support ticket to port their character to a safe zone?

EDIT: or, in the case of ESO + subscribers, fixing the system so that our ESO+ status (and benefits) do not get removed when payment confirmations have been made.

rootimus · June 2016

Celas_Dranacea wrote: »

I was about to respond in more detail but realized quickly that your post was not intended to be productive with comments like "Matt Frior's job is to get paid and do nothing."

What are you arguing for? Are you basically just saying that the game is crap and people should leave? If so, you're entitled to your opinion.

I don't think the game is crap, my experience was good when it started despite the issues and has only improved over time.

In any business, there are certain customers you can never satisfy, it's totally normal and they have a right to leave. A good portion of these customers for eso live on the forums,

Ah, the old "you said something that, despite being perfectly true, is 'mean' and 'unfair', therefore I'll write you off as a troll" routine.

What I'd like to see (no point arguing for it when Zenimax are immovable on the subject) is for them to employ professional, qualified, talented and passionate staff who will fix the current game and then ensure that subsequent additions aren't bug-ridden, half-assed and theoretically good additions with terrible execution. I genuinely check the Zenimax recruitment page on occasion, but the company doesn't yet seem to realise they have an opening for someone who owns the ESO product. When they do, I'll apply.

A professional product, crafted with pride, love and enthusiasm is a long-term cash cow. You'd think the parent company's owners would like that.

Ravinsild · June 2016

rootimus wrote: »

Celas_Dranacea wrote: »

I was about to respond in more detail but realized quickly that your post was not intended to be productive with comments like "Matt Frior's job is to get paid and do nothing."

What are you arguing for? Are you basically just saying that the game is crap and people should leave? If so, you're entitled to your opinion.

I don't think the game is crap, my experience was good when it started despite the issues and has only improved over time.

In any business, there are certain customers you can never satisfy, it's totally normal and they have a right to leave. A good portion of these customers for eso live on the forums,

Ah, the old "you said something that, despite being perfectly true, is 'mean' and 'unfair', therefore I'll write you off as a troll" routine.

What I'd like to see (no point arguing for it when Zenimax are immovable on the subject) is for them to employ professional, qualified, talented and passionate staff who will fix the current game and then ensure that subsequent additions aren't bug-ridden, half-assed and theoretically good additions with terrible execution. I genuinely check the Zenimax recruitment page on occasion, but the company doesn't yet seem to realise they have an opening for someone who owns the ESO product. When they do, I'll apply.

A professional product, crafted with pride, love and enthusiasm is a long-term cash cow. You'd think the parent company's owners would like that.

Exactly. This game often feels like a soulless cash-in. It does not have the polish and passion behind it that other MMOs have (WoW, FFXIV:ARR...Yoshida literally released an entire new class in a patch FOR FREE because, and I quote, "I think the players would like that.")

InvitationNotFound · June 2016

Dr.NRG wrote: »

I have talked to many others about this issue for the simple fact that we care about you and the community. Most people agree that this game is pretty "kick azz" and we like what you done with it, eventhough we get more and more new bugs, cheaters, exploiders and whatever. The consensus is we still believe you can fix this game! Even if people like fengrush, who has quite a bit of good points, are a bit extream how they present the problems and people say because of that you do not listen to us, we know you are trying your best depending on what resoucres you have to constantly make this game better. To get to the issue, we believe you do not care and only want to make money because of one simplicity you could easily change ( before I name this, please keep in minde we are on your side and we care for the greater good of this game);

actually, i think he is still quite polite and objective regarding the **** we are served. While talking with people in game or TS I mostly don't find people who have any good words left about ZOS and the state of their game.