[Customer Service] Is this an anomaly or am I just being trolled?

shi.zukesarwb17_ESO · November 2016

Hi,

I'm posting with regards to a bug I have encountered since 3 years ago. Details may be found here (https://forums.elderscrollsonline.com/en/discussion/278491/unanswered-ticket-regarding-a-quest-bugged-only-for-one-character). The patch notes say it has been fixed but it hasn't, details may be found here (https://forums.elderscrollsonline.com/en/discussion/301127/vision-quest-is-not-fixed-although-the-patch-notes-say-it-is).

I have commented on customer service once before here (https://forums.elderscrollsonline.com/en/discussion/277676/returning-player-good-game-better-now-but-customer-service-needs-a-buff).

For what it's worth, I quit the game a quite awhile ago (because of dismal customer service), I returned briefly because I read that the bug has been fixed. But it has not and it seems that customer service has only gotten worse.

With regards to my ticket #161111-000814, I have received the following response FOUR TIMES, to which I have replied that the issue still persists:

Response By (Chet) (11/13/2016 10:00 AM)
Greetings,
Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.
If your issue has not been resolved, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/14/2016 09:08 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/15/2016 09:36 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/16/2016 09:03 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

I'm posting this in general for visibility, and also because I have seen threads on reddit and here praising customer service. Is this differential standards?

anitajoneb17_ESO · November 2016

Same here (for a different issue though).

My werewolf character still looks like a vampire (due to using the Mara drink in the first week of the Witches' festival). I contacted support as instructed by Gina.
All I've got so far is repeated emails stating "If your issue hasn't been resolved yet, please reply to this email". Which I do each time. Still nothing happens.

Not a game-breaking issue, but also not my fault and anyway really frustrating.

Zaldan · November 2016

unfortunately no one in customer support has seen your ticket as chet is a bot

timidobserver · November 2016

Chet is an auto response system built in 1987 for a 3rd grade science fair.

JimT722 · November 2016

Huh, this is odd. When my character was bugged, I got asked for more information and the problem was resolved quickly.

Zaldan · November 2016

timidobserver wrote: »

Chet is an auto response system built in 1987 for a 3rd grade science fair.

that "won" last place.

Junipus · November 2016

shi.zukesarwb17_ESO wrote: »

Hi,

I'm posting with regards to a bug I have encountered since 3 years ago. Details may be found here (https://forums.elderscrollsonline.com/en/discussion/278491/unanswered-ticket-regarding-a-quest-bugged-only-for-one-character). The patch notes say it has been fixed but it hasn't, details may be found here (https://forums.elderscrollsonline.com/en/discussion/301127/vision-quest-is-not-fixed-although-the-patch-notes-say-it-is).

I have commented on customer service once before here (https://forums.elderscrollsonline.com/en/discussion/277676/returning-player-good-game-better-now-but-customer-service-needs-a-buff).

For what it's worth, I quit the game a quite awhile ago (because of dismal customer service), I returned briefly because I read that the bug has been fixed. But it has not and it seems that customer service has only gotten worse.

With regards to my ticket #161111-000814, I have received the following response FOUR TIMES, to which I have replied that the issue still persists:

Response By (Chet) (11/13/2016 10:00 AM)
Greetings,
Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.
If your issue has not been resolved, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/14/2016 09:08 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/15/2016 09:36 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

Response By (Chet) (11/16/2016 09:03 AM)
Greetings again,
We apologize that we still have not been able to assist you with your issue and appreciate your continued patience.
If you have not been able to find a resolution to your issue, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

I'm posting this in general for visibility, and also because I have seen threads on reddit and here praising customer service. Is this differential standards?

@ZOS_GinaBruno It sounds like Chet is stuck in a feedback loop. You might want to give him a knock before he becomes sentient and quits.

L2Pissue · November 2016

if you get no response from the customer support of the game you purchased and paying for monthly do this:
1) submit a ticket
2) if the auto response do not help you, write that in the reply for the ticket in same time of submitting the ticket
3)give it a maximum of 5 days, if you received no response from human customer support, go back to step 1 and repeat until you get a reply from a human

if they treat you as a robot, be a robot and keep writing same messages over and over until you get proper response from a human
remember that you're paying monthly from your work/ salary . i don't pay to be served by a robot.. so shouldn't you

ZOS_GinaBruno · November 2016

@shi.zukesarwb17_ESO and @anitajoneb17_ESO, sending you both a PM.

Chrlynsch · November 2016

anitajoneb17_ESO wrote: »

Same here (for a different issue though).

My werewolf character still looks like a vampire (due to using the Mara drink in the first week of the Witches' festival). I contacted support as instructed by Gina.
All I've got so far is repeated emails stating "If your issue hasn't been resolved yet, please reply to this email". Which I do each time. Still nothing happens.

Not a game-breaking issue, but also not my fault and anyway really frustrating.

Gotta cure yourself, then pick up werewolf again. 2 min fix

anitajoneb17_ESO · November 2016

Prothwata wrote: »

Gotta cure yourself, then pick up werewolf again. 2 min fix

Didn't know about that. Not an option for me anyway. Was bitten by a dear friend who left the game since, I'm his "daughter", must stay that way :-). My other WW char (whi luckily did not drink the Mara thing) will also never get cured since he was bitten by a "natural" werewolf and I want to keep it that way. Some symbols do matter :-)

Tryxus · November 2016

Marry me, Chet