Is this a real ZOS customer support response???

Van_0S · June 2016

Jailbirdy wrote: »

Is the letter below a real customer support response?

Wow! Its like a slap to your face, OP!
Its like sending tickets to a rock!

Jailbirdy · June 2016

Lilacgooseberries wrote: »

A lot of these are funny. Especially the one above where he didn't even edit the template...

This is why I don't buy a membership to a game that I can pay for once and then continue to play with ease.

It would be funnier if the State of the game wasn't so sad....

ikza · June 2016

Yeh, im already meet Chet, very polite but ***, i prefer no answer than a bot answer.

The one in charge of support team must be fired, is a **** (censor myself before ESO GESTAPO Forum Officers).

DurzoBlint13 · June 2016

MuddledMuppet wrote: »

Chet is on a permenant ban for using cheat engine to bulk deal with emails.

He'll be back next week.

LMAO funny but unfortunately accurate

bebynnag · June 2016

got the same response from them today

re: locked out of 2 characters for 7 days, locked out of 1 for 3 days, and a 4th not synching with server so nothing he did was saving!

LiquidSchwartz · June 2016

i cant wait for some company to buy zos for 1 dollar and either scrap the game or make it better
they're pathetic at this point

psxfloh · June 2016

Maybe you overrate the customer's support's ability to understand your request. What the OP's image shows is an almost unintelligible babble, all in one long sentence, using abbreviations hard to understand for non-native speakers ("ive" instead of "I have"), etc.
It's very hard to pin down the real problem.. If someone asked me I'd suppose "ESO+ not working", and all the rest is just loosely related blabla..symptoms, if you like, of the core problem. But what I miss is in what way ESO+ is not working.
What do his writs or pledges have to do with ESO+? Maybe something with his crafter bags?! Maybe his group finder is missing or blocking the IC dungeons?! But hey, "imperial sewer" is not even a dungeon, so what the heck..?!
All I can do is guess, because he missed the opportunity to describe accurately.

Maybe customer support would be more productive and more helpful if everyone supplied less confusing tickets and limited his/her request to the important aspects.

But then again, maybe not.. but at least we/you could try!?

SwaminoNowlino · June 2016

psxfloh wrote: »

Maybe you overrate the customer's support's ability to understand your request. What the OP's image shows is an almost unintelligible babble, all in one long sentence, using abbreviations hard to understand for non-native speakers ("ive" instead of "I have"), etc.
It's very hard to pin down the real problem.. If someone asked me I'd suppose "ESO+ not working", and all the rest is just loosely related blabla..symptoms, if you like, of the core problem. But what I miss is in what way ESO+ is not working.
What do his writs or pledges have to do with ESO+? Maybe something with his crafter bags?! Maybe his group finder is missing or blocking the IC dungeons?! But hey, "imperial sewer" is not even a dungeon, so what the heck..?!
All I can do is guess, because he missed the opportunity to describe accurately.

Maybe customer support would be more productive and more helpful if everyone supplied less confusing tickets and limited his/her request to the important aspects.

But then again, maybe not.. but at least we/you could try!?

Mighty fine opinion you have there. I don't see any major issues with what the message sent says and can understand the problem exactly as he described it. Moreover, if you look throughout recent forum posts you can see several people getting this exact same reply from "Chet."

jzholloway · June 2016

I wish I could respond like this in my line of work, or to my kids... hell, to my wife (not really, but you get the point).

This isn't customer service/support - this is a blatant disregard for people's concerns because a) they can't actually handle it/fix it and use "we are overwhelmed" as an excuse instead of saying so. b) They simply need more CS employees but our crown store purchases aren't enough (or they are simply greedy), or c) they don't really care because even though everything at one time or another has been screwed up and we are still playing.

Aeaeren · June 2016

Did anyone consider they most likely got thousands of these and they are quite aware of the situation? Outside of moving toons the best they can do is find a ticket THEY can do something about.

Now they need to be moving these toons automatically when they get these tickets.

OR better yet take a page from EQ and put in a return to Bind point at the log in screen so we can do it ourselves!

EternalEther · June 2016

Wow, just...wow. I've been waiting nearly a week for a response that wasn't copied and pasted. Guess I won't hold my breath.

psxfloh · June 2016

I want to apologize, the criticism regarding the OP's wording was too harsh. Sorry for that...

I'm on your side.. customer support doesn't read or understand requests and sends out lazy standard replies.

The only thing is, everyone knows CS is overburdened and likely most of them aren't native speakers. And no one assumes CS will be getting hundreds of native speakers for each country ESO is released in anytime soon.
So we should ask ourselves if there is anything we can do to improve the situation?

I say let's try to help them by providing better, to the point descriptions of our bugs and problems, and by not littering our tickets with unrelated things.

If your perfectly worded ticket is getting a bog-standard answer, then you're free to rant about it...

Aeaeren · June 2016

psxfloh wrote: »

I want to apologize, the criticism regarding the OP's wording was too harsh. Sorry for that...

I'm on your side.. customer support doesn't read or understand requests and sends out lazy standard replies.

The only thing is, everyone knows CS is overburdened and likely most of them aren't native speakers. And no one assumes CS will be getting hundreds of native speakers for each country ESO is released in anytime soon.
So we should ask ourselves if there is anything we can do to improve the situation?

I say let's try to help them by providing better, to the point descriptions of our bugs and problems, and by not littering our tickets with unrelated things.

If your perfectly worded ticket is getting a bog-standard answer, then you're free to rant about it...

At this point the only thing they can do it FIX the game or they will keep getting these Tickets.

JJBoomer · June 2016

I got one too, but only from a "Derek", and it was completely unrelated to the question that I had asked.

psxfloh · June 2016

Aeaeren wrote: »

FIX the game

!

Lokey0024 · June 2016

Hail the Chet monster. Crushing young peoples hopes and dreams one generic response email at a time. Someone thug life the letter.

Moonscythe · June 2016

I got one of those this morning. I also got a survey request about customer service so I let them know I was unimpressed by their three strikes and you're out response. Had they been more specific in the first answer maybe I wouldn't have needed to ask for clarification twice more. Oddly, I got this as a third reply to an ongoing problem and I didn't wait all that long between answers.

Jailbirdy · June 2016

psxfloh wrote: »

I want to apologize, the criticism regarding the OP's wording was too harsh. Sorry for that...

I'm on your side.. customer support doesn't read or understand requests and sends out lazy standard replies.

The only thing is, everyone knows CS is overburdened and likely most of them aren't native speakers. And no one assumes CS will be getting hundreds of native speakers for each country ESO is released in anytime soon.
So we should ask ourselves if there is anything we can do to improve the situation?

I say let's try to help them by providing better, to the point descriptions of our bugs and problems, and by not littering our tickets with unrelated things.

If your perfectly worded ticket is getting a bog-standard answer, then you're free to rant about it...

No apologies needed, but it is appreciated, that was a 3rd correspondence with them though.

I am hoping a ZOS employee is reading this to understand that "Communication" is extremely important in business and that whoever handles this area of there business needs replaced at this point.

There is an online discussion outside of these forums and gamers are contacting the BBB to file a complaint on issues that affect the use of a consumer product as advertised.

I think some "proper daily communication" in a specific area (not posted sporadically) would alleviate the issues.

The gamers on Bethesda forums are talking about these problems, the gamers on Xbox One forums are advising people to not buy this game at this time, and even on the fan sites are riddled with how this game has been broken.

Let's hope they can find a fix for this for the consoles, along with some of the same problems on PC. Just be glad these guys didn't decide to make automobiles.....

psxfloh · June 2016

Jailbirdy wrote: »

No apologies needed, but it is appreciated, that was a 3rd correspondence with them though.

oh my, sorry to hear that.. for a 3rd attempt your message was quite well written!

Jailbirdy wrote: »

I am hoping a ZOS employee is reading this to understand that "Communication" is extremely important in business and that whoever handles this area of there business needs replaced at this point.
There is an online discussion outside of these forums and gamers are contacting the BBB to file a complaint on issues that affect the use of a consumer product as advertised.
I think some "proper daily communication" in a specific area (not posted sporadically) would alleviate the issues.

!

Jailbirdy wrote: »

Just be glad these guys didn't decide to make automobiles.....

hehe, so true..

Duiwel · June 2016

Tryxus wrote: »

....
Hail Sithis

@Tryxus

Hail Sithis brother!

The_Lex · June 2016

I can't wait to see the comments side-bar during ESO Live. It's going either be a bloodbath of angry players OR (more likely) filled with COMMENT DELETED.

rootimus · June 2016

Given that it's a reply of any kind, it clearly isn't from ZOS.

Apocalypse1981 · June 2016

I got the same reply last week.

Worst support ever.

ButtersEP · June 2016

Today is day 4 for me and still no reply.

Ashtaris · June 2016

My CS experience with ZOS has been positive so far, but if I ever recieve a response like this it would be the end of my subscription. There is NO excuse for this kind of response, automated or not. At least they could do is come out and say "We have received your ticket, but unfortunately we will not be able to respond immediately due to the high volume of tickets. Please be patient and we will get back to you as soon as we are able." At least something like this would be honest, and yet still not leave you feeling that you are a nobody that doesn't deserve their help.

DaveMoeDee · June 2016

Seems like FFXIV made the right choice skipping XBox.

Though I'm sure they'll be coming to XBox with MS's new policies.

Paulington · June 2016

I'll start off by saying that kind of mail just isn't acceptable. If it said "We're very busy and it may take a week to get to you" that would be fine, but a blanket copy-pasted e-mail of "We're too busy, sorry, no help for you." really is unbelievable. I hope you get this sorted.

Having said that, my experience with ZOS customer support has been largely pretty good. I will say that you almost always get a copy-pasted or impersonal/unsatisfactory response on the first try.

Back in 2014 my Cadwell's Silver was bugged and I couldn't progress to Gold, the first support reply said in a nutshell "We're aware of this issue and working on a resolution, but for now you just need to keep an eye on patch notes for a fix!" which is just unacceptable considering the game was broken by this specific thing, I couldn't quest at all due to Gold not being available.

At any rate, after a sterner reply and a request for escalation two days later I had a GM meet me in-game and fix my issue for me personally. The guy was lovely and I cannot explain how much he was all that MMO customer support is supposed to be.

ZOS does have amazing customer support, it just takes a few emails and a bit of luck to get past the robots to the real fantastic humans behind.

.

starlizard70ub17_ESO · June 2016

It's almost like they made their cash grab with consoles, now regret having to deal with console problems, and are hoping console users die off due to attrition so they can finally shut them down and just work on PC. One almost has to try to be this bad at customer service to get to this state.
They can't fix it, but they already have your money....

Saltypretzels · June 2016

I agree with the poster above, it is a terrible worded ticket. Not that Chet doesn't have issues, but still, if someone wrote something like that in the forums all of the grammar police would totally be up in arms and the trolls would all be writing "Use periods please" and "TL DR"

SneaK · June 2016

Sad thing is, they will implement "fixes" with the next DLC drop (months from now), where more bugs will be introduced. I'm trying to complete all these achievements in Wrothgar/TG/DB, so I can drop my sub. I feel like an idiot every month when I look at my bank statement and notice I am paying for this cracked out game.