ZOS is extremely disrespectful

Eldorhaan · September 2016

thatnorthernmonkey wrote: »

It's been 30 minutes since the problems started, patience young padawan.

When he wrote his post the problem was there for more 3 hours...

Ch4mpTW · September 2016

josefcifkaeb17_ESO wrote: »

On the german forum, there's usually a really swift reaction from the staff, it's just the EN forum that gets ignored.

This case is exactly the same.

Lol, I thought I was the only 1 who noticed this.

Thevampirenight · September 2016

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

HansK · September 2016

@ZOS_KaiSchober wrote 15 min. ago on the German forum that he has contacted the techs. A post on the English (and French) forum would be appreciated though. In the meantime, relax and check out Update12 on PTS

Dread_Viking · September 2016

Thevampirenight wrote: »

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

that is not the point idk if the server is in Holland or Germany or GB the lack of information is the problem

Anaksimandar · September 2016

josefcifkaeb17_ESO wrote: »

On the german forum, there's usually a really swift reaction from the staff, it's just the EN forum that gets ignored.

This case is exactly the same.

Do you think that they are hiding the actual cause of this than? I mean if they are usually swift in responding on German forum and now it's the same there as here, would it maybe mean that they simply do not want to tell us what is going on?

Eldorhaan · September 2016

Ch4mpTW wrote: »

josefcifkaeb17_ESO wrote: »

On the german forum, there's usually a really swift reaction from the staff, it's just the EN forum that gets ignored.

This case is exactly the same.

Lol, I thought I was the only 1 who noticed this.

Well on the French forum with didn't have community manager for now, maybe 4-6 months... We have the patch note translated 4 weeks after the official release...

LaucianNailor · September 2016

Thevampirenight wrote: »

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

Where the server farm sits within the EU is irrelevant; that ZoS communicate consistently across the (English, German, French) forums to provide information is absolutely relevant.

agegarton · September 2016

I have to say, I agree with the original post. Many of us pay a subscription to this game - and it isn't cheap. The amount of server downtime would never be OK in a commercial environment (where you'd expect to see 98.5% up time as an absolute minimum - in fact many organisations offer 99.8% or better these days), and the distinct lack of communication to subscribers is worse now than it has ever been. It doesn't matter whether the server is down for maintenance or just broken somehow, there should be a clear message for all to see that offers an explanation, and an ETA for a fix. I'm going to write to Zenni to ask for that (as a paying customer) - suggest you do the same.

Dread_Viking · September 2016

agegarton wrote: »

I have to say, I agree with the original post. Many of us pay a subscription to this game - and it isn't cheap. The amount of server downtime would never be OK in a commercial environment (where you'd expect to see 98.5% up time as an absolute minimum - in fact many organisations offer 99.8% or better these days), and the distinct lack of communication to subscribers is worse now than it has ever been. It doesn't matter whether the server is down for maintenance or just broken somehow, there should be a clear message for all to see that offers an explanation, and an ETA for a fix. I'm going to write to Zenni to ask for that (as a paying customer) - suggest you do the same.

i am going to msg them now

Eldorhaan · September 2016

agegarton wrote: »

I have to say, I agree with the original post. Many of us pay a subscription to this game - and it isn't cheap. The amount of server downtime would never be OK in a commercial environment (where you'd expect to see 98.5% up time as an absolute minimum - in fact many organisations offer 99.8% or better these days), and the distinct lack of communication to subscribers is worse now than it has ever been. It doesn't matter whether the server is down for maintenance or just broken somehow, there should be a clear message for all to see that offers an explanation, and an ETA for a fix. I'm going to write to Zenni to ask for that (as a paying customer) - suggest you do the same.

I am a player and payer from the beta. The first 6 months it was a very responsive team for the support side. Since now 1 year the support respond time especially for French side is about 2 weeks... Till we give our money, they have no reason to change this mind...

Robisok74 · September 2016

Have you only just noticed how disrespectful they are? This just compounds their inadequacies. Must have only just started playing to have noticed this now..

josefcifkaeb17_ESO · September 2016

Anaksimandar wrote: »

josefcifkaeb17_ESO wrote: »

On the german forum, there's usually a really swift reaction from the staff, it's just the EN forum that gets ignored.

This case is exactly the same.

Do you think that they are hiding the actual cause of this than? I mean if they are usually swift in responding on German forum and now it's the same there as here, would it maybe mean that they simply do not want to tell us what is going on?

No, I just think as a way to save money they didn't employ EU based english speaking personnel, so in many cases when the EU servers are down there's no-one at work to let us know.

Dread_Viking · September 2016

have send a email now

Eldorhaan · September 2016

Dread_Viking wrote: »

have send a email now

Good luck with that

I_killed_Vivec · September 2016

HansK wrote: »

@ZOS_KaiSchober wrote 15 min. ago on the German forum that he has contacted the techs. A post on the English (and French) forum would be appreciated though. In the meantime, relax and check out Update12 on PTS

This is a worry, it implies that Kai only found out because he's reading the forum.

And the techs only know because Kai told them (though as they haven't responded maybe they aren't aware yet...).

If they bothered to monitor the service the techs should be telling us!

Shad0wfire99 · September 2016

tat2mano wrote: »

Shad0wfire99 wrote: »

Dread_Viking wrote: »

thatnorthernmonkey wrote: »

It's been 30 minutes since the problems started, patience young padawan.

30 minutes is way to long with no info all it takes is 2 sec to say we know we have a problem !

How would them saying that they know there's a problem make the situation better? As stated above, it's been 30 minutes, you'd still be having the same problems.

What a bs comment,
they should have a message about problems like this on the forum within 5 minutes at least after the problem starts acting up.
Because we live in 2016 and these things actually are possible if forum employees would show some more effort.

And knowing whats been going on Defenitly would make the situation better..

How is that a bs comment? Because without instant gratification ZoS actually IS disrespectful, as OP stated? Grow up.

BdCHighVoltage · September 2016

Thevampirenight wrote: »

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

GB is not EU anymore

josefcifkaeb17_ESO · September 2016

I_killed_Vivec wrote: »

HansK wrote: »

@ZOS_KaiSchober wrote 15 min. ago on the German forum that he has contacted the techs. A post on the English (and French) forum would be appreciated though. In the meantime, relax and check out Update12 on PTS

This is a worry, it implies that Kai only found out because he's reading the forum.

And the techs only know because Kai told them (though as they haven't responded maybe they aren't aware yet...).

If they bothered to monitor the service the techs should be telling us!

Kai actually addressed that too:

ZOS_KaiSchober wrote: »

Starwhite wrote: »

Da ist jemand noch wach, nach 24 Uhr bei Dir ? Danke das Du Ich darum kümmerst !

Die werden ggf. wach gemacht, für sowas gibt es einen Alarm.

In short, someone asked if anyone from ZOS is still awake after midnight, and Kai replied, that there's an alarm for this that would possibly wake them up ^-^

I_killed_Vivec · September 2016

BdCHighVoltage wrote: »

Thevampirenight wrote: »

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

GB is not EU anymore

We haven't left the EU yet. We haven't even notified them formally that we intend to. Parliament hasn't even determined that we will (formally).

And we do still use the "EU" server (as do Norwegians, Swiss, Russians, etc.)

Zensonar · September 2016

I don't even understand why it's like this. I'm far from an expert, but I can't imagine there is any huge technical difficulty or huge financial expense stopping a game company from posting an announcement on a forum. It's hard to see it as anything else other than plain rudeness. And I say this as a happy customer for the most part.

It seems that video game companies have yet to catch up with other forms of media and business when it comes to customer service.

LaucianNailor · September 2016

BdCHighVoltage wrote: »

Thevampirenight wrote: »

Well the severs are located in Germany so most of the staff most likly speak german. Would you guys prefer the servers be located in Great Briton?

GB is not EU anymore

Neither are most countries in the world, but that doesn't stop they logging in to the 'EU' server. This is about tech competence and service......take politics elsewhere!

tat2mano · September 2016

Shad0wfire99 wrote: »

tat2mano wrote: »

Shad0wfire99 wrote: »

Dread_Viking wrote: »

thatnorthernmonkey wrote: »

It's been 30 minutes since the problems started, patience young padawan.

30 minutes is way to long with no info all it takes is 2 sec to say we know we have a problem !

How would them saying that they know there's a problem make the situation better? As stated above, it's been 30 minutes, you'd still be having the same problems.

What a bs comment,
they should have a message about problems like this on the forum within 5 minutes at least after the problem starts acting up.
Because we live in 2016 and these things actually are possible if forum employees would show some more effort.

And knowing whats been going on Defenitly would make the situation better..

How is that a bs comment? Because without instant gratification ZoS actually IS disrespectful, as OP stated? Grow up.

Actually yes,its disrespectfull to keep players without any information on whats going on when stuff like this happens.

My body stopped growing for about 20 years ago when i was about 20 years of age.

Drakoleon · September 2016

I feel so very much justified in canceling my sub couple of months ago and after 2+years

Valorin · September 2016

A general advice:

If you are very upset or angry at anybody because your game doesn't work, that might be a hint that you are addicted to a video game.

tat2mano · September 2016

I_killed_Vivec wrote: »

HansK wrote: »

@ZOS_KaiSchober wrote 15 min. ago on the German forum that he has contacted the techs. A post on the English (and French) forum would be appreciated though. In the meantime, relax and check out Update12 on PTS

This is a worry, it implies that Kai only found out because he's reading the forum.

And the techs only know because Kai told them (though as they haven't responded maybe they aren't aware yet...).

If they bothered to monitor the service the techs should be telling us!

What also bothers me is that the Germans get more updates when stuff like this happens thanks to them having Kai,
i am glad for the Germans that they have him but ZoS should hire more forum employees Outside of Murika.

Legedric · September 2016

Nevermind, has already been posted by someone else.

HansK · September 2016

I_killed_Vivec wrote: »

HansK wrote: »

@ZOS_KaiSchober wrote 15 min. ago on the German forum that he has contacted the techs. A post on the English (and French) forum would be appreciated though. In the meantime, relax and check out Update12 on PTS

This is a worry, it implies that Kai only found out because he's reading the forum.

And the techs only know because Kai told them (though as they haven't responded maybe they aren't aware yet...).

If they bothered to monitor the service the techs should be telling us!

All speculation. I used to run Operations for an IT company and we had monitor programs that sent my techs a SMS when a server went haywire. Their only responsibility was to get things running again PDQ, not inform the users. That went through an escalation tree and only when there was a prolonged outage Customer Service posted a message and sent an email.

For all of you who want answer like why are the servers down and give us an ETA. They can't. As long as you are investigating the problem you don't know what's wrong. Let alone you can tell how long it's going to take. I'd rather have the techs focussing 100% on bringing the servers back online than inform me every 5 minutes.

That doesn't mean that just a little insight in what went wrong wouldn't be appreciated AFTER everything has been solved.

LaucianNailor · September 2016

Legedric wrote: »

FYI, the german CM posted he is trying to get more information on the issue and technicians are already aware of the problem.

Source:
https://forums.elderscrollsonline.com/en/discussion/comment/3337136/#Comment_3337136

Kai's comment indicates that he will contact them to find out....can you quote/share the statement from the technicians in response acknowledging they are aware of this as an issue and confirming they are actively working to resolve this?

Legedric · September 2016

LaucianNailor wrote: »

Legedric wrote: »

FYI, the german CM posted he is trying to get more information on the issue and technicians are already aware of the problem.

Source:
https://forums.elderscrollsonline.com/en/discussion/comment/3337136/#Comment_3337136

Kai's comment indicates that he will contact them to find out....can you quote/share the statement from the technicians in response acknowledging they are aware of this as an issue and confirming they are actively working to resolve this?

As he states there is an alarm when servers go off or whatever so I assume the technicians are not ignoring these alarms and they are working on either getting their a**** to work or they are already there and owrking on it.