No Customer Service for this game?

gimarwb17_ESO · June 2017

Apparently there is no proper customer service, they just keep giving you pre prepared 'answers' and you are supposed to pick one and if it does not help in your situation go jump in the lake we have your money so we don't really care?
For about six hours now I have this "an unexpected internal error has occured" and I cannot log in. This is so incredibly annoying that gaming companies apparently don't serve their customers or don't and there is nothing you can do about it.

Actually I had the same result during the last few expansions of WOW when I was told not to be 'so lazy' and "go searching the internet and you tube!"

And I will write an appeal to Steam that if they are representatives of these companies by selling their games, they should be able to get our money back for us for the game if we get lousy service like this. I paid about 90.00 Australian to get this game, and as pensioner that is a LOT. So being bedridden most of the time and there is little I can do than read and play computer games, it really is a nuisance if I have to stare at the ceiling because my purchased game is not working and I spent all my money on it

Oh well the Betheda guys will don their little cap and pray at the wall and all is forgiven. Shoot me.

CaptainBeerDude · June 2017

You just need to keep trying, Mate. You should be able to get a human at some point. Many others have been able. It's gotta be better than staring at the ceiling, and free time is the one thing you do got.

Morgul667 · June 2017

Best way is sometimes simply to ask openly for the problem to be escalated to someone else

Chalinal · June 2017

If you respond to the automated email response with "Issue not resolved", you will get a real person the next response.

Beardimus · June 2017

I've had nothing but excellent customer service. You have to respond to the first email (automated) politely and articulate your point again via email

Lieblingsjunge · June 2017

I usually got a response after updating my ticket after the auto-reply. Now I've updated it 3 times - over 4 days and still not recieved a response. I'm polite and adding new information to the case. Still no response - but this is the firsttime I've experienced this. Usually I have no problem with Customer Support here at all.

bloodthirstyvampire · June 2017

Zos have great customer service I get responded to all the time. I guess experiences differ

JasonSilverSpring · June 2017

With Morrowind out recently and possibly new players due to steam sale they may be overloaded at the moment with support requests. Hopefully now that Monday is here things will pick up for your ticket.

ThePonzzz · June 2017

Getting technical support seems to be close to impossible. I've had several issues over the last 3 years, and I can never get an official response. I either have to figure it out on my own or I come to the community for help.

essi2 · June 2017

ZOS has maybe 2 great CS reps, a few copy-paste CS reps and the rest are devoid of human intelligence.

Magdalina · June 2017

Chalinal wrote: »

If you respond to the automated email response with "Issue not resolved", you will get a real person the next response.

...or you won't.

It seems ZOS just loves their RNG way too much - not just you have x % chance of getting good loot in game or good late from crown crate but you also have x% chance of actually ever managing to contact live customer support people.

My favourite part is when after all this they close your ticket as "resolved" and send you a survey. "Were you satisfied with your customer support? - NO I WASN'T."

wolfxspice · June 2017

i haven't been able to get into contact with customer service in awhile, no automated emails, nothing.

squinceybones · June 2017

Send a letter to their head office. AIRMAIL from Australia only cost me $26, I was told it arrived within two weeks and within another four weeks i got my reply. I hear a lot of complains about poor customer service directed at ZoS, whereas my experience has been nothing but excellent. Call me old fashioned but snail mail is the way to go; prompt, personal service.

VoodooPlatypus · June 2017

Lieblingsjunge wrote: »

I usually got a response after updating my ticket after the auto-reply. Now I've updated it 3 times - over 4 days and still not recieved a response. I'm polite and adding new information to the case. Still no response - but this is the firsttime I've experienced this. Usually I have no problem with Customer Support here at all.

I've got an issue going on myself. Submitted a ticket for it last weekend (June 16th I think). I got an auto-response within a few minutes, just as I expected. I provided the details in my follow up email reply. This went back and forth a number of times, all the way up through the following evening with the issue still being unresolved.

Then it was complete silence. I provided updates to the issue as I discovered them, using the last received email in the correspondence. Nothing.

By mid-week, around Wednesday night, I reached the conclusion that since I was hearing nothing back from support, my issue must not be being looked at further. So I submitted another ticket. Nothing - no typical auto-response message. Perhaps this was a bug - so I submitted another ticket. Still nothing. "Weird," I thought.

Thursday night I came across a player whose name was especially crass and chose to report it. Normally I don't really care about that sort of thing, but this name was particularly misogynistic and I guess right now I'm feeling a bit salty because of how much technical difficulty the game has been giving me. Within minutes I had an auto-response.

Lesson learned? The previous auto-responses from the repeat-submissions were by design. They didn't respond to me re-reporting of the issue because the issue is already on the books and I have an open ticket. A little communication would have been nice though.

I hadn't quite come to that conclusion until I re-re-submitted a ticket on Saturday morning.This time from "the higher tier" of support responded and made mention of my previous communications. They tried to assist, walked me through some steps to fix the issue. Unfortunately the problem persists.

Moral of the story? They do have great customer service - when they're using their great customer service skills. They do not, however, have reliable communication practices. Yes, I realize you have to have good communication skills in order to offer good customer service - my point is that it's very hit/miss. They will try to help you - they're a company who want you enjoying the game (and spending money to further that enjoyment), but they may not communicate with you in as timely a manner as you or I would like or expect.

Lord_Eomer · June 2017

gimarwb17_ESO wrote: »

Apparently there is no proper customer service, they just keep giving you pre prepared 'answers' and you are supposed to pick one and if it does not help in your situation go jump in the lake we have your money so we don't really care?
For about six hours now I have this "an unexpected internal error has occured" and I cannot log in. This is so incredibly annoying that gaming companies apparently don't serve their customers or don't and there is nothing you can do about it.

Actually I had the same result during the last few expansions of WOW when I was told not to be 'so lazy' and "go searching the internet and you tube!"

And I will write an appeal to Steam that if they are representatives of these companies by selling their games, they should be able to get our money back for us for the game if we get lousy service like this. I paid about 90.00 Australian to get this game, and as pensioner that is a LOT. So being bedridden most of the time and there is little I can do than read and play computer games, it really is a nuisance if I have to stare at the ceiling because my purchased game is not working and I spent all my money on it

Oh well the Betheda guys will don their little cap and pray at the wall and all is forgiven. Shoot me.

Indeed poor customer service, my last vase was, 10 emails exchanged and then they ended up saying "please post this on forum so developers may get attentions and look into your issue"

Durham · June 2017

Poor communication