Why doesn't ESO have live support?

StoneSlayer · October 2016

It would solve all my problems.

Trublz · October 2016

I've always wondered the same thing.
I've had problems that prevented game play and I didn't get a proper response for 5-6 days.
Unacceptable IMO

kevlarto_ESO · October 2016

Seem like Zenimax media like to run its games on a shoestring budget to maximize profit, anything they feel that is not necessary will not be added, CEO might not be able to get those titanium golf clubs..LOL

Danksta · October 2016

The suits at ZoS must not think it's worth the investment, and they're probably right.

Acrolas · October 2016

You can teach Draugr to cut and paste form emails for next to no pay.

Loralai_907 · October 2016

It blows my mind that they do not have a proper customer service desk. I've said it before, closing tickets because you are "too busy" should not even be a thing. Taking days to get an answer is really bad. But I guess to them providing proper customer service is not a priority and I have no idea what to think about that.

MasterSpatula · October 2016

Answer: Because they're cheap.

And I'm very serious about the word cheap. Cheap is not the same thing as frugal. Frugal is when you save money in smart ways. Cheap is when you put undue emphasis on saving money and fail to think through all the ways it will cost you in the long run--in terms of effort, lost goodwill, and yes, money. Cheap and frugal aren't the same thing; they're opposites. Cheap is expensive.

I love this game. I think ZOS has done stuff that is absolutely brilliant. I also think ZOS is guilty of some things that are deeply stupid or real failures of how you treat people. In my very strong opinion, if you're not going to have live support, you have no business running an MMO. Live support is the bare minimum standard of service. If I didn't love so much about ESO, I sure as hell wouldn't play a game made by a company that is that cheap when it comes to quality assurance and customer satisfaction.

(That said, I can kind of relate to the first round of ticket being run by a bot, because I, like many of us, have been guilty of submitting a really dumb ticket or two.)

Averya_Teira · October 2016

Short answer: because ZOS is poor af.

Long answer: because ZOS is poor af.... and doesn't really care about customer service anyway.

Elsonso · October 2016

StoneSlayer wrote: »

It would solve all my problems.

Not a AAA title, for one thing.

It is more "self-service support" mixed with "rage on forum" level of support.

Edit: It is not the support people that are at fault. They actually do a decent job. It is more that everything is Knowledge Base driven, even the responses from the dwemer thing.