Customer support suck badly

lolcutus · April 2017

Open a ticket - receive in one day a respons . I think automated

Due to high ticket volume, we apologize for how long it is taking 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.

I though the issue was solved but not much luck

Reply to email askim them if the read my problem. Guess waht a new automated respone, even ask me is I solve the problem

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.

And now if Friday evening: lucky me

My problem

When I log in to my account(web interface) I see I have 15 days left
When I am in game I do not have ESO plus. Very confusing and frustrating.

Also a lot of problem just to write you this ticket. On chrome browser log in button does not work, On ie browser after I log in dan try to choose a category, after I selected windows pc, button is not working. So I was force to install firefox just to send a ticket. It is unbelievable.

Hayhurst · April 2017

Same for me, two automated replies in close to five days now with no actual assistance.

Regarding this:

On chrome browser log in button does not work, On ie browser after I log in dan try to choose a category, after I selected windows pc, button is not working. So I was force to install firefox just to send a ticket. It is unbelievable.

The AdBlocker I was using was causing me not to be able to click the Log In button too. Try disabling it as that worked for me.

WembleyOTG · April 2017

None

Elsonso · April 2017

I have positive experiences with customer support, but maybe that is because I know what to expect.

I just contacted them in the last two weeks to resolve a problem. I did get a "we don't work on weekends" automated response, but they responded after the weekend. The first answer was not what I wanted to hear, and after I responded to it, they escalated it. Within 24 hours of that, my problem was resolved. At one point during the email exchange, I got an email response back from them in under 2 minutes. Not a generic response, but one actually written just for me with specific information pertaining to my ticket.

I ignore the random automated assistance, pointers to various unrelated support knowledge base items, and generic responses. I respond to them until my problem is resolved, and it normally gets resolved. I always want to be polite. I don't treat them like the enemy. I don't expect them to drop everything and resolve my problem this instant. I thank them for their help.

I have contacted support a number of times over the last three years. There have been a couple times that were a problem, but the majority of the time I contact them, I get a reasonably quick and satisfactory response and resolution.

The sad thing is that I always lose faith in them, after reading about problems in here. Then, when it comes time to actually contact them, they get the job done for me.

WembleyOTG · April 2017

No comment

lolcutus · April 2017

Guess what

the third none answer:

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.
If you still need help from an agent, please reply to this email so that we may continue to assist you.
We apologize for the wait and thank you for your continued patience.
Best regards,
The Elder Scrolls Online Team

Hayhurst · April 2017

lolcutus wrote: »

Guess what the third none answer:

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.
If you still need help from an agent, please reply to this email so that we may continue to assist you.
We apologize for the wait and thank you for your continued patience.
Best regards,
The Elder Scrolls Online Team

I received the exact same reply to my ticket today, word for word. In four days all I've received is three automated responses stating high ticket volume and to reply if I still need assistance. Getting slightly out of hand now.

Darlgon · April 2017

Just a FYI. ZOS has a history frowning on, closing and deleting these threads.

ZOS_CoriJ · April 2017

If you're still experiencing an issue and haven't been addressed, please leave your ticket number behind so that we can make sure your ticket reaches the appropriate team.