Unresolved ticket - poor communication from team i was forwarded to - finally resolved

DrSweetazz · March 2017

Nearly a month ago I put in a ticket [Incident: 170220-002162].

The tl;dr is that I had an item they told me to destroy, then they would restore it. I did so and messaged them. Their response was that my ticket is being pushed to a special team to finish the request and restore the item. Up until this point, communication was great. They got information from me that was needed and responded multiple times in under 24 hours.

After this "special" team took over, communication severely broke down. I cut them some slack considering the server issues, and the fact that they ran the double AP event for feedback shortly after i submitted my ticket.

In the past 3 weeks, I have sent 4 messages to keep communication open, and ask 2 simple questions "Where do we stand on getting this item that you told me to delete restored?" and "How will it be restored, via in game mail or directly to my inventory (I want to make sure there's space in my mail or inventory for it)"? Those 4 messages have gotten 2 responses, both of which completely ignore my questions and give me a generic "I apologize for the wait" answer.

I've tried messaging @ZOS_GinaBruno and @ZOS_JessicaFolsom in the forums about this, but that was only recently and I'd imagine they're inundated with messages as well as preparing for todays eso live.

Why are we at a point where it takes approaching nearly a month to restore an item? I've had friends get items restored within a few days in the past. In the meantime, I've seen friends with non-item related tickets receive resolution within a day or 2.

You guys told me to delete this item, PLEASE do as you said you would and restore it!

@ZOS_EveP
@ZOS_GaryA
@ZOS_TristanK
@BethesdaStudios

I look forward to hearing from staff, and our rich base of forum trolls!

Jailbirdy · March 2017

Since they told you to destroy the item to get the new one, I would have thought this would be a simple process.

Wonder why they are changing the way to restore broken game items?

It used to take maybe 2 days for this. Did they say who this "Special Team" is???

SolidusPrime · March 2017

Yikes. IF you are telling the truth (no offence), that seems completely unacceptable to me. They could at least communicate with you.

Good luck.

DrSweetazz · March 2017

Here's the last message before being sent to this team:

Response By (Benjamin) (02/21/2017 01:15 PM)
Greetings, Traveler

Thank you for contacting The Elder Scrolls Online support team. My name is Benjamin, and I'm happy to assist you today!

We appreciate you working with us through this. We are forwarding you to a specialized team to complete the process of getting you the weapon back with the original enchantment.
We ask for your continued patience and understand during the process.

May The Eight Divines Guide You!

Warm Regards,
Benjamin
The Elder Scrolls Online Team

And here's the communication since then. It's the newest on top:

Customer By () (03/17/2017 9:06 AM)
How are you still working on implementing tools to process my request? I have more than one friend who have had destroyed items restored in the past, so I know it's something that can be done.

If you guys are doing something on your end to make it easier to handle these kinds of requests, that's great; but I was told to delete my item, and we're going on almost a month here.

Can we please just use the old method and get this ticket taken care of? I'm trying my best to be patient with you guys, but a lack of communication and ignoring my question that I've asked 3 times now is wearing on me. I'll go ahead and ask this question again, and use caps lock in case my message is being skimmed over when you read it. When the item is finally restored to me, HOW WILL IT BE DELIVERED? DO I NEED INVENTORY SPACE FREE OR FO I NEED TO KEEP IN GAME MAIL SPACE FREE?

Restoring an item shouldn't take a month to resolve. My friends who have had it done in the past got a much quicker response time.

Had I known that it would take this long, or that you were going to be "implementing new tools" to handle this, I would have kept my item intact until you were ready to process this in a more timely manner.

I sincerely hope that you can get back to me with an answer/resolution soon.

Thank you for your time

Response By (Carlee) (03/16/2017 06:30 PM)
Greetings,

We apologize for the delay. We are still working on implementing the tools necessary to process your request for you.

Please sit tight. We hope to have this issue resolved shortly.

In the meantime if you have any additional questions or concerns, please feel free to respond to this email for further assistance.

Warm Regards,
The Elder Scrolls Online

Customer By () (03/08/2017 10:55 AM)
Please take a moment to read my question before replying.

I appreciate that you guys are quite busy, but I have asked more than once how the restoring process will happen and have not been given an answer. Will the item be restored to my inventory? Do I need to make sure I leave space for it? Will it be sent via in game mail? How long does this normally take?

I'm going on 3 weeks since the initial ticket and have done what was asked of me (delete the gold item before you can restore it).

I understand that you all have been very busy with some of the issues the servers have faced, but please take a moment and answer my above questions. I thank you for your time and hard work!

Response By (Ricky) (03/03/2017 12:17 PM)
Greetings again,

We are currently experiencing very high ticket volume and we apologize for your long wait. We value your patronage and are doing our best to respond to each customer’s issue.

We apologize for the wait and thank you for your continued patience.

Warm Regards,
The Elder Scrolls Online Team

Customer By () (02/27/2017 06:40 PM)
Hello,

Wanted to follow up and make sure this is still in queue to be handled. I know console servers had a rough weekend, just wanted to keep up communication on getting this resolved.

Thanks for your time!

Customer By () (02/23/2017 11:15 AM)
Thank you, I appreciate the communication. How does restoring an item work? Will you email me when it has been done? Does it appear in my inventory or via in game mail?

DrSweetazz · March 2017

SolidusPrime wrote: »

Yikes. IF you are telling the truth (no offence), that seems completely unacceptable to me. They could at least communicate with you.

Good luck.

yup, unfortunately it's legitimate. I didn't want to forum post if I didn't feel I have to. It's just exceedingly frustrating to not only have my ticket take this long, but to have them flat out ignore simple questions and give me the impression that they're not actually reading my messages.

Thanks though!

Kodrac · March 2017

OmniDevil · March 2017

We've seen situations like this before. Items have been replaced and within a few days. @DrSweetazz is going on a month now waiting for his item that has been promised. To top it off, they've asked him to delete his current item, in the mean time. One month. No resolution and no updates until he needs to starts poking. All he gets are the usual "Soon" no answer answers.

Seems to me the only way to get a prompt response is to write a novel long rant about leaving the game and feeling cheated; those seem to be the only posts that get attention.

Quit dragging your feet and make due on the promise was provided.

DrSweetazz · March 2017

Thanks @OmniDevil. All I can do is "sit tight" and hope that staff responds as a month approaches.

In the meantime, a friend told me he had a furniture piece that went missing via trading bug get restored..... He sent me the email received and said it took them 3-4 days to get his item restored.

mb10 · March 2017

Why do people think the general discussion area of the forums is ZOS' direct messages inbox?

Jailbirdy · March 2017

mb10 wrote: »

Why do people think the general discussion area of the forums is ZOS' direct messages inbox?

because it seems get the fastest response and people like you keep bumping the post, thanks!

DrSweetazz · March 2017

Because I already tried their ticket system, private messaging the admins on forums, and waiting to see what happens.

These posts have a history of getting administrative attention. When the proper channels don't work.

Thanks for your valued input though!

OmniDevil · March 2017

mb10 wrote: »

Why do people think the general discussion area of the forums is ZOS' direct messages inbox?

Thank you for keeping this post on the front page, kind forum champion!

OmniDevil · March 2017

Where's that update at?!

DrSweetazz · March 2017

Still no word from customer "support". No reply to my response via email, forum pm, or tag in this thread.

GreenhaloX · March 2017

I don't understand this one. What is your initial concern that ended up for the item needed to be destroy? Ok, so, you destroyed said item. So, what was the compensation or fix supposed to be? Really.. is this post merely a rant about what you perceived as poor or the lack of communication on their end?

DrSweetazz · March 2017

No, you apparently did not read my post. A maelstrom staff was re-enchanted during a speed run and I was instructed by zenimax employees to destroy the item and told that they would get it restored. This was a month ago.

In addition to them not restoring the item that THEY told me to destroy, I'm having difficulty getting a response in less than a week from this team that I was forwarded to.

This post isn't intended as a rant, but as another way to reach a Zos employee who can help. Tagging Zos in the past has worked for people, and Idk what else to do.

sadownik · March 2017

@GreenhaloX even whiteknighting has to have some level of competency - like reading with understanding.

TARAFRAKA · March 2017

I feel for you. Went thru this witha masters resto staff, luckily i got betty and shes quick. Just so you know it will come in the mail with the name of the item as the subject line, so like maelstrom inferno staff (restored).
I hope you get it back soon bc they do do this.
Betty had me destroy my messed up master staff and email as soon as i did it, she had a replacement in my mail within 2 hrs , kid you not.
I did post on the forum at the same time that i sent a ticket in just for suggestions and of course i got trolls saying thats why you shouldve locked the weapon...except locking a weapon STILL allows you to enchant it...so not only were they trolls, they were bad trolls.

DrSweetazz · March 2017

Thanks @TARAFRAKA. Meanwhile @ZOS_GinaBruno is responding to my friend's post.

Reminder, you guys TOLD me to delete the item over a month ago.....

Customer By () (02/21/2017 01:05 PM)
Hello,

You guys are great! I appreciate it! I destroyed the item today. Does it restore to my inventory or via mail when you guys do it? Thanks again!

Response By (Jesse) (02/20/2017 05:19 PM)
Hey there,

Thanks for staying in contact with us! I'm Jesse and I'll be giving you a hand here.

Locking prevents items from being destroyed or deconstructed. This will not protect the item from being enchanted or sold. It is best to be careful in those situations.

As a courtesy we can definitely restore the item this time around, but it may take some time if you don't mind being patient. To start, we will need you to destroy the item.

To be clear, do not deconstruct the weapon! Deconstructing the weapon may disqualify you from being able to have the weapon restored.

Once the item is destroyed reply back and let us know so we can continue with assisting you. We will need to verify the item was destroyed so we can move forward with your request!

It was great to hear back from you! Looking forward to your reply!

Take care!

Warm Regards,
Jesse.
Online Support Team

Jailbirdy · March 2017

ESO Communications is the absolute worst for any game I have seen.

Good luck, it is really "Hit or Miss" when dealing with them.

I would post daily on tickets and separate tickets if they don't respond. I would also keep the forum members updated here and on the ESO Xbox support forums.

alexkdd99 · March 2017

It's funny when the trolls act like zos customer service and don't even read what they are responding to.

Shoot Maybe they are the same people. Wouldn't that be funny? Customer service trolling through tickets and forums?

DrSweetazz · March 2017

I received a customer service survey in my e-mail today... that was fun to fill out! They asked "Was there anything we could have done to make your customer support experience better?"

A month ago YOU GUYS TOLD ME TO DESTROY MY ITEM. Nothing has been resolved. Anytime I send an email to keep in touch, it's usually a week before I hear a reply.

When they do find the time to answer, it feels like my message sent is not read. My message contained a simple question asking how the item would be restored, this was ignored for a month before I opened a 2nd ticket to get an update on what's going on. The person who responded to my 2nd ticket answered how the item would be restored and told me that my item is still in queue to be restored. I shouldn't have felt required to open a 2nd ticket to talk to someone about my issue.

I have friends who have had items restored within 2 hours of submitting tickets. How much of a backlog could there possibly be where this simple task has taken over a month to do?

I have no idea what's going on with my ticket and am exceedingly frustrated with the quality of customer service I'm receiving as every week passes. Someone on your end is not doing their job efficiently.

I've also tried reaching out to staff on the forums, with no success. You would think that your community managers would interact with your customers. I first sent Gina and Jessica messages on the forum, and heard nothing back. Then I made a post and tagged Zos staff in it, still nothing.

There is no excuse for you guys to tell me to destroy an item, and then nearly ignore me for a month. I'm a patient person and just keeping open communication would go such a long way. If there's an issue on your end that's extending this simple process, I wasn't given a clear explanation ever. The last message received said "We are still working on implementing the tools necessary to process your request for you." I have trouble believing that given that I know multiple people who have been in the same situation and have had items restored.

Whatever team is handling my issue definitely needs some training on interacting with customers.

Don't bother clicking the spoiler forum trolls, it's full of words.

Here's to hoping that they sent this e-mail because they restored my item and closed the ticket. I'll check when I get home but hopes aren't high.

DrSweetazz · March 2017

@ZOS_GinaBruno @ZOS_JessicaFolsom @ZOS_GaryA @ZOS_TristanK @BethesdaStudios @ZOS_KaiSchober

Some input from you guys would sure be nice...... would like this to get closed out within 2 months of initial ticket, but I won't hold my breath....

Troneon · March 2017

Same for me, had bugged achievements blocking progression for over a month with still "NO ETA"....

OmniDevil · March 2017

Troneon wrote: »

Same for me, had bugged achievements blocking progression for over a month with still "NO ETA"....

This sort of things makes me feel like problems like this wouldn't exist (at least not to these extremes) if there was a monthly sub (not counting ESO+).

DrSweetazz · March 2017

Fully expecting a staff post in here tomorrow saying "we're very interested in resolving your issue and will get this handled right away.... April fools lol Thx for the money"

DrSweetazz · April 2017

@ZOS_GinaBruno @ZOS_JessicaFolsom @ZOS_EveP @ZOS_JasonI @ZOS_GaryA @ZOS_TristanK

Thanks for getting this resolved...

April fools! None of your employees have perform their customer service job and gotten back with me in over a week. Ha, I got you good.......

This issue feels like the most epic trolling ever from you guys at Zos. Are we gonna hit 2 months to resolve something that is usually fixed in 2 hours?

DrSweetazz · April 2017

Praise Stendarr! My vma staff was finally restored after 44 days!