Disappointment in Support

AlexDresden87 · May 2017

This thread has been ignored for a long time now, concerns unaddressed, customer service neglected, and even some threads that if they enforced the rules and paid any attention to this thread they would have addressed them. Its been since March 23rd, that a post from ANY moderator has been made. We as your paying customers are not satisfied with your services, At All.

Here is the thread I'm referring to (and there are several others that are being just as ignored as this.): https://forums.elderscrollsonline.com/en/discussion/comment/4133745#Comment_4133745

If there had been more attention to this thread and the others; then customers like myself would not be as livid as we are now. I'm making this formal address here because it is apparent that Zenimax is not the gaming company worth investing in.

[edited for misleading title]

ZeroZero77 · May 2017

Toxic

is the reason

NewBlacksmurf · May 2017

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

I think your disappointment is with the developers not the mods.

Do you watch ESO Live?

AlexDresden87 · May 2017

NewBlacksmurf wrote: »

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

Do you watch ESO Live?

To answer your question, No, I do not.
They may not answer all threads but they do have the ability to post a thread of their own that they can lock from posts and make it a priority thread. Keeping it posted at the beginning for all those to read it at the very least, and if there are any updates, then they can just update the thread. Its pretty simple to post a thread with all the reported issues and posting updates on if they are going to be address and a possible time frame on when it will be finalized. Even adding new issues that turn up. Not all of us even watch the live feeds, even for the veterans don't watch them. And its pretty apparent that even those posting on the thread don't watch them either. SO, expecting the players to watch the videos for the moderators convenience is not appropriate customer service.

Huyen · May 2017

And just be fair: they cant fix everything in one go.

AlexDresden87 · May 2017

Huyen wrote: »

And just be fair: they cant fix everything in one go.

Of course not, I was an admin for GU - Gamerz Unlimited assisting with their deathmatch/puzzle servers years ago. And having talked frequently with the designer and programmer for those zones, he often told me how tedious it was to fix rendering issues and stuff. I acknowledge that this game has more demand to it and its likely they have the team to do it with, but to leave us in the dark in the forums, you can't expect a person to be patient several months with no update and being expected to watch a video for the moderators convenience. Just stating the obvious.

NewBlacksmurf · May 2017

AlexDresden87 wrote: »

NewBlacksmurf wrote: »

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

Do you watch ESO Live?

To answer your question, No, I do not.
They may not answer all threads but they do have the ability to post a thread of their own that they can lock from posts and make it a priority thread. Keeping it posted at the beginning for all those to read it at the very least, and if there are any updates, then they can just update the thread. Its pretty simple to post a thread with all the reported issues and posting updates on if they are going to be address and a possible time frame on when it will be finalized. Even adding new issues that turn up. Not all of us even watch the live feeds, even for the veterans don't watch them. And its pretty apparent that even those posting on the thread don't watch them either. SO, expecting the players to watch the videos for the moderators convenience is not appropriate customer service.

Gotcha,

While they could do so, it would probably be more realistic for community members to do so....kinda like my comment above right?

Being they do live broadcasts and keep them up for later viewing, to me, I'd imagine their forum response isn't the larger responsibility of their role

AlexDresden87 · May 2017

NewBlacksmurf wrote: »

AlexDresden87 wrote: »

NewBlacksmurf wrote: »

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

Do you watch ESO Live?

To answer your question, No, I do not.
They may not answer all threads but they do have the ability to post a thread of their own that they can lock from posts and make it a priority thread. Keeping it posted at the beginning for all those to read it at the very least, and if there are any updates, then they can just update the thread. Its pretty simple to post a thread with all the reported issues and posting updates on if they are going to be address and a possible time frame on when it will be finalized. Even adding new issues that turn up. Not all of us even watch the live feeds, even for the veterans don't watch them. And its pretty apparent that even those posting on the thread don't watch them either. SO, expecting the players to watch the videos for the moderators convenience is not appropriate customer service.

Gotcha,

While they could do so, it would probably be more realistic for community members to do so....kinda like my comment above right?

Being they do live broadcasts and keep them up for later viewing, to me, I'd imagine their forum response isn't the larger responsibility of their role

The Live broadcasts in all honesty wasn't available until later down the line. From what I have been told by fellow players who are veterans to the game, they weren't aware of any live videos either. So its seems they didn't make it as known as they thought they did nor did they consider that all the members would be inclined to actually Want to watch the live broadcasts. Like any company they have to maintain their current customers as well as appeal to the newer customers. Which does require a little more work, if they consider making a simple thread post too much work. (An example of such threads are such as the rules for the forums, patch updates, etc.)

If they don't have the customer service support staff that they need, then they should find qualified individuals for that and give them all the latest updates, allowing those representatives to do the announcing for them on the forums. If they had the appropriate number of representatives, then none of this would be an issue. But its pretty clear that they don't have this, so even a simple "Band-aid" would suffice under customer service issues such as these.

These ideas of course are just ideas from my experiences working in customer service; working in retail stores, answering phones for a credit card hub, to working as a admin myself in a gaming for HL2DM several years ago. I'm quite familiar with the work environment that this forum is sitting in. So if they don't think my ideas are valid then they can continue operating in the same manor they have been. But if they do take the time to consider on making some improvements, they could discuss ideas such as these or others to improve the communication quality that they are "Lacking".

NewBlacksmurf · May 2017

AlexDresden87 wrote: »

NewBlacksmurf wrote: »

AlexDresden87 wrote: »

NewBlacksmurf wrote: »

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

Do you watch ESO Live?

To answer your question, No, I do not.
They may not answer all threads but they do have the ability to post a thread of their own that they can lock from posts and make it a priority thread. Keeping it posted at the beginning for all those to read it at the very least, and if there are any updates, then they can just update the thread. Its pretty simple to post a thread with all the reported issues and posting updates on if they are going to be address and a possible time frame on when it will be finalized. Even adding new issues that turn up. Not all of us even watch the live feeds, even for the veterans don't watch them. And its pretty apparent that even those posting on the thread don't watch them either. SO, expecting the players to watch the videos for the moderators convenience is not appropriate customer service.

Gotcha,

While they could do so, it would probably be more realistic for community members to do so....kinda like my comment above right?

Being they do live broadcasts and keep them up for later viewing, to me, I'd imagine their forum response isn't the larger responsibility of their role

The Live broadcasts in all honesty wasn't available until later down the line. From what I have been told by fellow players who are veterans to the game, they weren't aware of any live videos either. So its seems they didn't make it as known as they thought they did nor did they consider that all the members would be inclined to actually Want to watch the live broadcasts. Like any company they have to maintain their current customers as well as appeal to the newer customers. Which does require a little more work, if they consider making a simple thread post too much work. (An example of such threads are such as the rules for the forums, patch updates, etc.)

If they don't have the customer service support staff that they need, then they should find qualified individuals for that and give them all the latest updates, allowing those representatives to do the announcing for them on the forums. If they had the appropriate number of representatives, then none of this would be an issue. But its pretty clear that they don't have this, so even a simple "Band-aid" would suffice under customer service issues such as these.

These ideas of course are just ideas from my experiences working in customer service; working in retail stores, answering phones for a credit card hub, to working as a admin myself in a gaming for HL2DM several years ago. I'm quite familiar with the work environment that this forum is sitting in. So if they don't think my ideas are valid then they can continue operating in the same manor they have been. But if they do take the time to consider on making some improvements, they could discuss ideas such as these or others to improve the communication quality that they are "Lacking".

Well know you know, and please share with others as it's done different ....not that I agree with their methods but it is what it is

While I don't expect everyone nor assume everyone comes to the forums, Gina and Jessica do tweet, Facebook, post on console social networks, Twitch and different sites like Reddit.

DRXHarbinger · May 2017

NewBlacksmurf wrote: »

AlexDresden87 wrote: »

NewBlacksmurf wrote: »

Alex
While each thread may not get its ZOS tag comment they did talk about this on the last ESO Live and so improvements or slight changes are coming in the Morrowind updates, but they also said these aren't going to address everything

Do you watch ESO Live?

To answer your question, No, I do not.
They may not answer all threads but they do have the ability to post a thread of their own that they can lock from posts and make it a priority thread. Keeping it posted at the beginning for all those to read it at the very least, and if there are any updates, then they can just update the thread. Its pretty simple to post a thread with all the reported issues and posting updates on if they are going to be address and a possible time frame on when it will be finalized. Even adding new issues that turn up. Not all of us even watch the live feeds, even for the veterans don't watch them. And its pretty apparent that even those posting on the thread don't watch them either. SO, expecting the players to watch the videos for the moderators convenience is not appropriate customer service.

Gotcha,

While they could do so, it would probably be more realistic for community members to do so....kinda like my comment above right?

Being they do live broadcasts and keep them up for later viewing, to me, I'd imagine their forum response isn't the larger responsibility of their role

Tbh they may as well close the forum bar pts section. They actually post nothing here of any relevance or interest concerning the live game for a long time now.

AlexDresden87 · May 2017

NewBlacksmurf wrote: »

Well know you know, please share with others

While I don't expect everyone nor assume everyone comes to the forums, Gina and Jessica do tweet, Facebook, post on console social networks, Twitch and different sites like Reddit.

Thank you for that and for future concerns I'll make the posts but add on their to refer to live broadcasts to check for updates on those concerns.

ZeroZero77 · May 2017

NewBlacksmurf wrote: »

[
While I don't expect everyone nor assume everyone comes to the forums, Gina and Jessica do tweet, Facebook, post on console social networks, Twitch and different sites like Reddit.

Problem is that at least i never use Tweddit or Facetube

AlexDresden87 · May 2017

ZeroZero77 wrote: »

NewBlacksmurf wrote: »

[
While I don't expect everyone nor assume everyone comes to the forums, Gina and Jessica do tweet, Facebook, post on console social networks, Twitch and different sites like Reddit.

Problem is that at least i never use Tweddit or Facetube

I agree with you on that, I'm a little cautious in terms of security. I don't like the idea of posting stuff that I don't want "Everyone" to see, let alone giving someone a chance to find where I live and steal stuff or something. We are in fact in the day and age where stuff online is getting more and more vulnerable to being compromised to hackers polishing their skills and selling such stuff to the black market and/or other countries.

AlexDresden87 · May 2017

I just think it wouldn't hurt to have just a update thread for the moderators use to post that they are: "Aware of issues 1,2,3; and will be researching/addressing/patched at set times and dates"
I wouldn't be surprised if some of the support staff and/or moderators know how to use Excel to its full potential or other effective programs that will show us players that they see whats going on. Might even cut back on the number of complaints about their support ticket team, since some of these concerns on the tickets are posted here and if there is pending notes and/or updates about the issues pertaining to the same concerns the players submitting the tickets, then they might be inclined to be more patient seeing that the Moderators also are aware of the issues.
Alleviating the amount of workload overall.

AlexDresden87 · May 2017

Sorry if I'm thinking "Smarter" not the latter.

ZeroZero77 · May 2017

yea like "7 Days to die" there they added since last Patch very good information what they do actuall
https://7daystodie.com/forums/showthread.php?52805-Developer-Diary-Alpha-16!!!

Its a Kickstarter Developer team. Remembers me often on a Modder team.
But on the Topic of Communication Zenimax could learn much from them

But Community is Toxic too

AlexDresden87 · May 2017

ZeroZero77 wrote: »

yea like "7 Days to die" there they added since last Patch very good information what they do actuall
https://7daystodie.com/forums/showthread.php?52805-Developer-Diary-Alpha-16!!!

Its a Kickstarter Developer team. Remembers me often on a Modder team.
But on the Topic of Communication Zenimax could learn much from them

But Community is Toxic too

That is an excellent example Zero, Thank you for that.