Why doesnt support doe theyr job?

tat2mano · July 2016

Why does it takes forever to get an answer when we ask help from support?
We only get auto-replies and you guys are very fast with sending surveys,
let me guess,those surveys dont get a good result in average do they ?
Dont need to be Sherlock to figure out why that is,
first of all you send surveys when the support ticket isnt even resolved,
and you guys just close tickets,put it on "resolved" when we,the players,didnt even got a decent answer on the problem at hand,
you just try to send us to several sites and stuff.....

Hire some more people at support and start doing ur job,
help your players out !!!!!!

Edit:
Well last night at last i got a straight answer from a real person at support,
he gave his apologies for the lack of support and for him being the first that really read the content of my ticket,
then he gave the solution/answer,
and he gave the solution/answer for another ticket i made,something completly different then the one he answered,
this one was about an item i am not sure what to do with it,it being labelled a quest item but being in my regular bag,
and the other one about the lag a lot of us experience.
I didnt feel anoyed to be honoust,i think it was a bit funny situation,
cause apparently he really read one of them at least but answered it on the wrong ticket.

Not long after i replied that he answered the wrong ticket,and that i still showed my aprecation for talking to a real person,
i got a straight answer from another support worker and it was the answer i was looking for,
so in the end i got helped but it took way to long imo,
i also told them that in the replie,
that i was glad to be helped but that in my opinion there could be some improvements within ZoS support team.

tat2mano · July 2016

Really useless support,
still didnt got one decent replie on 2 old support tickets i have,one of them is over 2 weeks old...

RDMyers65b14_ESO · July 2016

It amuses me that people don't really read the reply emails. When I worked in customer service, we always had the canned response that we modified to fit the situation. We were never allowed to modify the opening lines about 'your problem is important to us' so that was the same every time. People don't read the email beyond the first few words and decided to delete. Every time I have had to submit a ticket in ESO, I have received a reply that has the answer, usually in the last half of the email.

notimetocare · July 2016

Surveys arw sent automatically.
Automated responses speed up response time, most of the time automated responses have the answer that would give anyways.

If players stop asking stupid support questions, response goes faster and you get better answers. Not saying you support issue is stupid, but I have seen my fair share of stupid support resuests.

ArchMikem · July 2016

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

GreenhaloX · July 2016

I understand that many are frustrated because their issues are not yet resolved, taking a longer time for a response by ZOS from submission of their trouble tickets, or somehow their issues were seemingly resolved but not to their satisfaction. I have submitted a few trouble tickets via emails and a couple on the forum here. From all my issues and concerns, I had a timely response from them.. either within 24 hours or 2-3 days. Even received a few responses as they tried to help me on a particular quest issue I was stuck on. Even though some of their responses was not a wow factor or a fix, they did respond to me as I would consider to be timely.

I haven't had an issue that warrants a trouble ticket within the past month or so, but it seems a lot of complaints about lack of support and response from ZOS have come up within the past month. I can't take side, but I can say that, like with any business, if a customer has a complaint that they feel supports have been unsatisfactory, they can always take it to the higher levels. I have seen or read folks even writing a letter to the CEO to get things moving and done. Even one single letter seemed to make an impact. I'm sure the leadership at Zenimax or ZOS are quite professional. Just food for thought. You have to voice, instead of just sitting back and just take it.

starkerealm · July 2016

RDMyers65b14_ESO wrote: »

It amuses me that people don't really read the reply emails. When I worked in customer service, we always had the canned response that we modified to fit the situation. We were never allowed to modify the opening lines about 'your problem is important to us' so that was the same every time. People don't read the email beyond the first few words and decided to delete. Every time I have had to submit a ticket in ESO, I have received a reply that has the answer, usually in the last half of the email.

To be fair, sometimes the template answers go way off the rails. I remember my original response on a rather nasty gear deterioration bug was explaining how to use merchants.

tat2mano · July 2016

RDMyers65b14_ESO wrote: »

It amuses me that people don't really read the reply emails. When I worked in customer service, we always had the canned response that we modified to fit the situation. We were never allowed to modify the opening lines about 'your problem is important to us' so that was the same every time. People don't read the email beyond the first few words and decided to delete. Every time I have had to submit a ticket in ESO, I have received a reply that has the answer, usually in the last half of the email.

It amuses me when people assume to much,
like you assuming i dont read the ENTIRE emails they send me,
i do read them completly,
and before i send them a ticket i did over an hour research on the internet on several sites about my problem,
all of the ones they came up with as a suggestion in the auto reply(because i knew they would probably try to get rid of me by sending me to some other sites,experience with supports from different games thaught me a lot),
This is not the first time i need to get in to contact with support of a game,
i know the drill.
And i never delete any of the replies,i have them all still in my mailbox,every (auto or non/auto) replie i got from every ticket i send to any games i have.

Maybe thats one of the problem,
people working at support assuming to much.

tat2mano · July 2016

notimetocare wrote: »

Surveys arw sent automatically.
Automated responses speed up response time, most of the time automated responses have the answer that would give anyways.

If players stop asking stupid support questions, response goes faster and you get better answers. Not saying you support issue is stupid, but I have seen my fair share of stupid support resuests.

This is true,and i understand the first email will be an auto-replie on 99,99% incase of a support ticket,
but if you did all that was mentioned in the auto-replie,the problem still isnt fixed and you adressed this as an update on the ticket and they send you a survey first about how you experienced support when you still have the problem,
then something is very wrong.

I understand stupid questions cause the time to respond from support to take longer,
thats why i always do research on the internet myself before sending a ticket.

tat2mano · July 2016

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

I saw at least 2 people complaining on ZoS theyr facebook page that they got the problem when they logged into a certain char,
one of them it was theyr main char,that the game would crash entirely,
other chars not having that issue,
they been mailing with support,done all that was suggested in the mails to get rid of the issue,
repair,uninstall,re-install and everything else,
stil got the game-crash and support doesnt respond anymore,
both had this over a month and both were subs.
Needless to say they stopped subbing this game.

So i guess ur one of the lucky and they were the unlucky.

But from what i experienced with the 2 tickets i have with ZoS now and from what i have read on the internet on several sites,
ZoS needs to do something about support,it is lacking heavily in theyr job imo.

tat2mano · July 2016

starkerealm wrote: »

RDMyers65b14_ESO wrote: »

It amuses me that people don't really read the reply emails. When I worked in customer service, we always had the canned response that we modified to fit the situation. We were never allowed to modify the opening lines about 'your problem is important to us' so that was the same every time. People don't read the email beyond the first few words and decided to delete. Every time I have had to submit a ticket in ESO, I have received a reply that has the answer, usually in the last half of the email.

To be fair, sometimes the template answers go way off the rails. I remember my original response on a rather nasty gear deterioration bug was explaining how to use merchants.

I asked about what do with an item that is labelled quest item but is in my regural bag,
probably its from a low level quest,i completed the quest,i think the item,its a "folded note",
could v been read when the quest was up and it would give a hint,
it says `use to read` but when i do use nothing happens now.
think i can safely delete it,but i need to be sure.

The first thing ZoS menttioned in the auto/replie and the second replie was about recovering lost items,
wtf??
lol,i never mentioned the word "lost" anywhere in my ticket,
Makes me think the "they dont read the entire email" is more on ZoS end's then ours.

tat2mano · July 2016

GreenhaloX wrote: »

I understand that many are frustrated because their issues are not yet resolved, taking a longer time for a response by ZOS from submission of their trouble tickets, or somehow their issues were seemingly resolved but not to their satisfaction. I have submitted a few trouble tickets via emails and a couple on the forum here. From all my issues and concerns, I had a timely response from them.. either within 24 hours or 2-3 days. Even received a few responses as they tried to help me on a particular quest issue I was stuck on. Even though some of their responses was not a wow factor or a fix, they did respond to me as I would consider to be timely.

I haven't had an issue that warrants a trouble ticket within the past month or so, but it seems a lot of complaints about lack of support and response from ZOS have come up within the past month. I can't take side, but I can say that, like with any business, if a customer has a complaint that they feel supports have been unsatisfactory, they can always take it to the higher levels. I have seen or read folks even writing a letter to the CEO to get things moving and done. Even one single letter seemed to make an impact. I'm sure the leadership at Zenimax or ZOS are quite professional. Just food for thought. You have to voice, instead of just sitting back and just take it.

I will first see if support take it up like they should and give me a decent replie,
if its gonna take them over a month to decently replie to my ticket then maybe i will do so,
try to take it higher.

starkerealm · July 2016

tat2mano wrote: »

starkerealm wrote: »

RDMyers65b14_ESO wrote: »

It amuses me that people don't really read the reply emails. When I worked in customer service, we always had the canned response that we modified to fit the situation. We were never allowed to modify the opening lines about 'your problem is important to us' so that was the same every time. People don't read the email beyond the first few words and decided to delete. Every time I have had to submit a ticket in ESO, I have received a reply that has the answer, usually in the last half of the email.

To be fair, sometimes the template answers go way off the rails. I remember my original response on a rather nasty gear deterioration bug was explaining how to use merchants.

I asked about what do with an item that is labelled quest item but is in my regural bag,
probably its from a low level quest,i completed the quest,i think the item,its a "folded note",
could v been read when the quest was up and it would give a hint,
it says `use to read` but when i do use nothing happens now.
think i can safely delete it,but i need to be sure.

The first thing ZoS menttioned in the auto/replie and the second replie was about recovering lost items,
wtf??
lol,i never mentioned the word "lost" anywhere in my ticket,
Makes me think the "they dont read the entire email" is more on ZoS end's then ours.

Yeah, first line responses will almost always be from template. This is because, unlike you, 99% of people who file a ticket won't do their due diligence and try to figure out what's wrong.

Two years ago there was a bug that could cause your gear to deteriorate rapidly, sometimes simply from being in the vicinity of combat (even if you weren't gaining XP). The first response I got was a template about how you can use merchants to repair your gear.

Now, that wasn't my problem, but I can easily understand how many tickets they get that come to some variation of, "my gear is broken, and I can't figure out how to make it work again." So that gets the template.

You've got an item, you're asking, "can I delete this?" And CS sees so many, "help, I deleted an item, how do I get it back?" questions, that yours got lumped in with those.

What you need to do is simply respond on the same ticket, say, "no, that's not my problem, this is my problem," and you're much more likely to get an actual response.

DRXHarbinger · July 2016

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

starkerealm · July 2016

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

DRXHarbinger · July 2016

starkerealm wrote: »

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

How is that my problem? They say a 6hr turnaround. Read the XB support tab on here. They ignore everything to do with that console.

DPShiro · July 2016

Judging from that title, even if one could decipher that gibberish, I wouldn't reply either.

starkerealm · July 2016

DRXHarbinger wrote: »

starkerealm wrote: »

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

How is that my problem? They say a 6hr turnaround. Read the XB support tab on here. They ignore everything to do with that console.

You need to reply on the same ticket. Opening a new one just pushes you to the back of the line.

ThinkerOfThings · July 2016

At least you folks got a response, they send me blank e-mails, what is up with that?!?!?!

Pomaikai · July 2016

Sadly, I think I know the answer to this question, and it's not one that any of us want to hear.

Their budget was cut.

Lots of budgets have been obviously cut at Zenimax.

As usual in these types of cases, the way to truth lies in following the money. If those budgets were cut, where did the money go? Usually, it goes into bonuses for the people at the top. They start stripping things bare to make the bottom line look good so they can come in under budget and reap large personal rewards, and then the company goes south because of it. The people at the top don't care, because they just get another job running some other company into the ground. Personal greed at its best.

The other very real possibility is that the game itself is in very serious trouble and Zenimax and ESO are being wound down. Notice that the size of the DLC's is shrinking with each release and that they are coming out quicker. Window dressing vanity items from the Crown Store are getting more and more expensive. This could very well be the final milking of the cash cow before it's sent off to the slaughterhouse.

DRXHarbinger · July 2016

Pomaikai wrote: »

Sadly, I think I know the answer to this question, and it's not one that any of us want to hear.

Their budget was cut.

Lots of budgets have been obviously cut at Zenimax.

As usual in these types of cases, the way to truth lies in following the money. If those budgets were cut, where did the money go? Usually, it goes into bonuses for the people at the top. They start stripping things bare to make the bottom line look good so they can come in under budget and reap large personal rewards, and then the company goes south because of it. The people at the top don't care, because they just get another job running some other company into the ground. Personal greed at its best.

The other very real possibility is that the game itself is in very serious trouble and Zenimax and ESO are being wound down. Notice that the size of the DLC's is shrinking with each release and that they are coming out quicker. Window dressing vanity items from the Crown Store are getting more and more expensive. This could very well be the final milking of the cash cow before it's sent off to the slaughterhouse.

It's the most logical answer. The "community management" doesn't even care to answer anything either now. If it does happen then they say goodbye to plenty of tes6 sales. Who on earth would support them when they've given minimal back.

Pomaikai · July 2016

Well, TES6 will be a Bethesda title rather than a Zenimax title. I don't think Zenimax could sell another online title on anything but mobile devices at this point. They have a P2W mobile collectible card game coming out. I'm pretty sure that's the future of this company.

starkerealm · July 2016

Pomaikai wrote: »

Well, TES6 will be a Bethesda title rather than a Zenimax title. I don't think Zenimax could sell another online title on anything but mobile devices at this point. They have a P2W mobile collectible card game coming out. I'm pretty sure that's the future of this company.

To be fair, how many average consumers realize that ZoS is distinct from Bethesda.

@Pomaikai is right, the CS budget was cut shortly after launch, when the initial surge ran through, and it was temporarily increased for the Unlimited and console launches.

But, It's in Bethesda Softworks' best interest to make sure that ZoS is well funded, and that they can do their jobs. Cutting them off and leaving them to die could seriously harm the entire franchise.

The problem isn't, and never has been people not wanting to do their jobs, or not caring. There are a lot of people with entirely unreasonable expectations, who have no concept of what software development looks like, or what the work entails, throwing a tantrum, and tossing around words like, "amateur," when their pet issue isn't resolved by close of business the day they discovered it.

I mean, look at all the people who think cheat detection is easy, and something ZoS must have chosen NOT to do, because it must be really easy. Look at all the people crying about how ZoS is the most amateur developers they've ever seen because they didn't get a random visual glitch fixed, or because lag still exists in PvP, without the slightest idea of what genuinely amateur behavior from a developer looks like.

bebynnag · July 2016

i have a character trapped in orsinium,

i submitted a ticket & received the automated response about hard reset - cleared saved date (things i havd already tried before contacting them ) at the end of the message it stated if this solution does not resolve your issue please reply

so i replied and received the same response (word for word i checked)

again i replied, again i received the same response word for word again i checked

again i replied, again i received the same response word for word again i checked

again i replied, again i received the same response word for word again i checked

in the last 3 days i have rebooted my xbox 5 times, cleared my saved date 7 or 8 times

my character is still stuck in orsinium

Personofsecrets · July 2016

support for this game is awful. they need to have a clear goal of putting the customer first rather than trying to shove the customer out of their ques.

Lord_Wrath · July 2016

I try to help people on the facebook page every now and then and constantly see a complaint on customer service not being responsive/helpful.

alexkdd99 · July 2016

DRXHarbinger wrote: »

starkerealm wrote: »

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

How is that my problem? They say a 6hr turnaround. Read the XB support tab on here. They ignore everything to do with that console.

You know you are suppose to reply to the response email they send you right? If you get an automated response then hit reply and state your problem again and continue to do so until the response is clearly from a person. Do not make new tickets until your first is closed. Also if they reply and you don't reply with in 96 hours I think. They will mark as resolved

DRXHarbinger · July 2016

alexkdd99 wrote: »

DRXHarbinger wrote: »

starkerealm wrote: »

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

How is that my problem? They say a 6hr turnaround. Read the XB support tab on here. They ignore everything to do with that console.

You know you are suppose to reply to the response email they send you right? If you get an automated response then hit reply and state your problem again and continue to do so until the response is clearly from a person. Do not make new tickets until your first is closed. Also if they reply and you don't reply with in 96 hours I think. They will mark as resolved

Yes I've done that. It replies back saying do not reply as it will not be read and to submit a new ticket.

tat2mano · July 2016

puffytheslayer wrote: »

i have a character trapped in orsinium,

i submitted a ticket & received the automated response about hard reset - cleared saved date (things i havd already tried before contacting them ) at the end of the message it stated if this solution does not resolve your issue please reply

so i replied and received the same response (word for word i checked)

again i replied, again i received the same response word for word again i checked

again i replied, again i received the same response word for word again i checked

again i replied, again i received the same response word for word again i checked

in the last 3 days i have rebooted my xbox 5 times, cleared my saved date 7 or 8 times

my character is still stuck in orsinium

This is what i read a couple of times on ZoS facebook,
and most of them are stuck in orsinium,
i just had an issue with an item,no big deal,
but this is a big deal,characters being stuck,
i hope you get a real response and help from support soon,
they cant afford to let players down in such a situation,
this needs to be helped asap.

Good luck on that mate !

tat2mano · July 2016

alexkdd99 wrote: »

DRXHarbinger wrote: »

starkerealm wrote: »

DRXHarbinger wrote: »

ArchMikem wrote: »

My experience so far has not been negative. I've only ever submitted three tickets and all three were relatively quick to reply and were helpful in the response.

Character got stuck in a crash loop, Support moved the character to safety within 24 hours and I was back to playing.

Ran into an issue with a Quest, and even though I eventually got it to work myself Support still replied within the day telling me how to proceed.

They're definitely doing their job. They're just Human. We can't do everything perfect.

Well it's 5 days and 5 tickets for fixing my Templars that's stuck atm. All emails say they'll get back to me in 6hrs and got nothing.

Roll on Oct 21st. Done with this game and these idiots that run it. They honestly couldn't organise a *** up in a brewery.

You've started 5 separate tickets? Because then that's your problem.

How is that my problem? They say a 6hr turnaround. Read the XB support tab on here. They ignore everything to do with that console.

You know you are suppose to reply to the response email they send you right? If you get an automated response then hit reply and state your problem again and continue to do so until the response is clearly from a person. Do not make new tickets until your first is closed. Also if they reply and you don't reply with in 96 hours I think. They will mark as resolved

This is true,if you dont back-replie on the auto-replies they tend to close the tickets as they think they gave you the right solution,
and making new tickets about the same issue will only kick ur ticket back in the "waiting-line".
Best thing to do imo is just keep replying on every auto-replie they send and try to explain again with the real problem is.

Blackbird_V · July 2016

I cannot even come close to saying support is bad, in my experience. They've been great with me, friendly, fast and helpful.

If you want to know what bad support is, then here you go: https://support.steampowered.com/