Customer service in this game..

warmjimmy280 · July 2016

Bit fed up of the usual copy + paste responses. Anyone actually spoke to customer service and not off some random auto response claiming to be "rick" same response every time.. Its boring..

Smileybones · July 2016

First answer is always automated, you need to answer it to get a human being looking at your ticket.

Elsonso · July 2016

Also, make sure you are doing one ticket per issue. If you submit 5 tickets on the same problem, you might get 5 generic responses.

nick59349b14_ESO · July 2016

I think Skynet is actually running ZOS. They are devising a way to turn your PC into the Terminator to kill us all!!!!!

jedtb16_ESO · July 2016

my one experience with customer service in this game was positive. encountered a problem, submitted a ticket in game... waited. was contacted by a gm in game and discussed the problem. a short time later the problem was resolved.

Nefas · July 2016

Hit or miss.

MasterSpatula · July 2016

I have found CS to be quite friendly and eager to help. I have also found their response time to be outrageoulsy slow and their actual ability to do anything to be inexcusably poor.

I don't blame Customer Service. They all seem pretty cool. I do blame the company that has shown itself unwilling to pay to have sufficient staff and has either not given CS the ability or not given them the authority to fix broken quests. That fails to meet what I would consider the absolute minimum standard of customer service.

I feel bad for CS. Customer Service is a s****y job in the first place, but to try to do it when your bosses have made you unable to provide actual customer service must be s****ier than s****y.

Rohamad_Ali · July 2016

Was it Chet ?

Lumenn · July 2016

Have to admit cs has been ok so far(with the exception of a Chet "we're busy, go away boy and stop bothering me" letter) I'm not thrilled with the bugs, or time it takes them to fix things, but that's not on the poor cs rep who has to try and fix things. It's not cs you should be upset with, or really even the coders, it's the ones shaving expenses and pushing faulty content for $ knowing any loss of customers vs New accounts is acceptable.

If anything I'll tip my hat to the cs and forum mods who are probably strangled by rules, dealing with upset(and often justifiably so) customers KNOWING what the issues are and simply can't blurt it out and don't have an easy fix.

mdylan2013 · July 2016

I've got an outstanding complaint which they've basically just ignored.

notimetocare · July 2016

If people stop spamming support with pointless, stupid things then real issue can get more than automated responses. Since I dont see that happening... lol

Vipstaakki · July 2016

You want actual responses? Then stop spamming the customer service with your tickets. 10 tickets on the same issue is way too many.

KimberlyannKitsuragi · July 2016

My CS responses have been awesome! I'm so greatful and proud of the people in CS who work tirelessly to solve problems and make the game better

theenglander · July 2016

customer support have always been top notch for me

Gargath · July 2016

Customer Service doesn't exist in this game or maybe it's only for the chosen ones

.
I suppose every ticket goes first to subscription/crown/dlc check-up, if you have one - you get personal response, if not - automatic.
My example

hellcatlizzieb16_ESO · July 2016

I have only raised around 5 tickets, all separate issues that were preventing game play, every time I have had the same response. After the initial auto reply I then receive a reply from Chet ( every time!) saying to reset router, ps4 and clear cache. I have had this 'fix' suggested on every ticket with all different types of issues. I have completed these steps even though I know it won't make any difference, have replied to say I still have whatever the issue is, to then receive the same message saying that they are aware of the issue and hopefully will be fixed in next update!

If it's a known glitch why even bother suggesting resets etc?? I would understand if it was just an issue for me alone however with multiple people having issues it's clearly a in game issue.

I don't mind that as games have issues, especially MMO's but I wish they would just take ownership of the issues.

Jailbirdy · July 2016

Don't expect a different outcome to game issues submitted until they get a person in charge of customer service and support. The current staff needs replaced.

frethopper · July 2016

I've had one encounter with customer service when I suddenly couldn't access the game after update 3. After 5 days offline, somebody in the player community found a workaround and we got back in. A bit embarrassing for ZOS really, but I wouldn't like to try and judge the quality of an entire customer service operation based upon one incident.

Elsonso · July 2016

I have no idea if they prioritize ESO Plus tickets over other tickets. I can certainly see a justification for doing that, mainly if they are overwhelmed and decide that is a filter for triage. I hope they don't, but it is certainly possible.

I guess that whether someone thinks that customer support is good depends a lot on expectations. I expect that I will get an in initial response, indicating some level of intelligence on the other end (Dwemer or not), within the window of time they advertise, and that my issue will be handled within 2 or 3 email exchanges over the next couple of days, if not with the first response. I expect that in-game response will take the same amount of time, which is slower than I would like to see.

Every time I write a ticket, I have in my head the idea from the forum that this will be the ticket where things go bad because Customer Support has turned rotten since I last used them. I will get a "we won't help you", it will take weeks for them to get back to me, or they never will get back to me. I imagine there is only one remaining Customer Support human who takes long lunches and shops on Amazon while Chet does all the work. In each case, this has not been what happens.

Per my expectations, my interaction with Customer Service is positive. I would give them a B, and if they could respond to character issues in-game within a couple of hours, I could see giving them an A.

GreenhaloX · July 2016

You know what.. people/staff working CS is just people like you and I who probably just needed a job. It can depend on that CS person/staff on how engaged he or she is on the job. I mean, I'm sure there are people who are good with CS that truly enjoys the interaction and that type of work and have the patience and understanding to help those with issues and complains and always seem to have a calm voice and a smile on their face. However, it's just a job to some or many.. and like you and I, can get annoyed. Keep it mind also that, normally, CS is one of the lower paying jobs within a company. Well, at least with many companies and businesses in NA. Even though the company policy may stress professionalism and the customer is always right, it all depends on that CS person and how engaged he or she is and may also depends on how engaged a supervisor or lead is. They are just normal people too, working for a paycheck. No company or business wants a stigma with poor customer service, but higher leadership may not always realize their CS may be lacking (not saying this is the case with ZOS.. or maybe.. lol), and it may just take some personal attention to them to open their eyes for a change or improvement. You can also try sending them a box of gourmet cookies or something. Lol!

Jailbirdy · July 2016

GreenhaloX wrote: »

You know what.. people/staff working CS is just people like you and I who probably just needed a job. It can depend on that CS person/staff on how engaged he or she is on the job. I mean, I'm sure there are people who are good with CS that truly enjoys the interaction and that type of work and have the patience and understanding to help those with issues and complains and always seem to have a calm voice and a smile on their face. However, it's just a job to some or many.. and like you and I, can get annoyed. Keep it mind also that, normally, CS is one of the lower paying jobs within a company. Well, at least with many companies and businesses in NA. Even though the company policy may stress professionalism and the customer is always right, it all depends on that CS person and how engaged he or she is and may also depends on how engaged a supervisor or lead is. They are just normal people too, working for a paycheck. No company or business wants a stigma with poor customer service, but higher leadership may not always realize their CS may be lacking (not saying this is the case with ZOS.. or maybe.. lol), and it may just take some personal attention to them to open their eyes for a change or improvement. You can also try sending them a box of gourmet cookies or something. Lol!

I do watch ESO live (when they decide to do a show instead of following a schedule) and I think they have had enough cookies....