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Support Ticket Being Ignored
Chalinal
✭✭✭
I placed a support ticket in on 6/26. I was receiving email replies back to my ticket up until the part where I asked for a partial refund of crowns due to my issue (crown store related). I asked for crowns back in return, not money. Since that request, I have been ignored, my ticket has not been touched, and no one has attempted to contact me regarding my ticket. I waited a few days for a response, but there was none. After spending about 15 minutes trying to locate a phone number on the website, I made a call on 6/29 and left a voicemail (because they apparently don't have a phone customer service department, only a voice mailbox that one person checks). I got a call response that the correct department was "handling" my ticket and I should hear from them again soon, but of course, nothing still.
I am taking to the forums in hopes that someone will be able to actually get my ticket handled once the horrid customer service and obvious ignoring after a refund request has been made public. I have spoken to other players that have also had similar issues and the general consensus is that if you, as of recently, ask for any kind of refund, you are ignored. Also, some rumored that if you post or comment on the forums regarding things they don't like, such as my post about the scam of RNG-only crown crate mounts, you will also be ignored or treated differently than another customer.
I have been playing since launch day and spent, to date thus far, a total of $2,700 on this game between the game itself, eso subscription/plus membership since day 1, crowns, DLC (yes, I bought DLC even with eso plus just to show my support for the game and buying content), etc. I think I deserve a little better customer service than what I am receiving. I'm not even asking for money back, I'm asking for virtual crowns.
I remember a time back when the game first launched that the customer service was amazing, better than any game I had played to date. When I sent a ticket in, it was responded to within an hour by a REAL person, not the automated ticket robot initial response they have now. Not only that, but I felt like a valued customer and they always resolved the ticket in a way that the customer was treated as such. It is apparent to me that those times have come and gone.
EDIT: Summoning @ZOS_GinaBruno and @ZOS_JessicaFolsom
Edited by Chalinal on July 4, 2017 9:54AM I am taking to the forums in hopes that someone will be able to actually get my ticket handled once the horrid customer service and obvious ignoring after a refund request has been made public. I have spoken to other players that have also had similar issues and the general consensus is that if you, as of recently, ask for any kind of refund, you are ignored. Also, some rumored that if you post or comment on the forums regarding things they don't like, such as my post about the scam of RNG-only crown crate mounts, you will also be ignored or treated differently than another customer.
I have been playing since launch day and spent, to date thus far, a total of $2,700 on this game between the game itself, eso subscription/plus membership since day 1, crowns, DLC (yes, I bought DLC even with eso plus just to show my support for the game and buying content), etc. I think I deserve a little better customer service than what I am receiving. I'm not even asking for money back, I'm asking for virtual crowns.
I remember a time back when the game first launched that the customer service was amazing, better than any game I had played to date. When I sent a ticket in, it was responded to within an hour by a REAL person, not the automated ticket robot initial response they have now. Not only that, but I felt like a valued customer and they always resolved the ticket in a way that the customer was treated as such. It is apparent to me that those times have come and gone.
EDIT: Summoning @ZOS_GinaBruno and @ZOS_JessicaFolsom
- @Chalinal
- PC - NA
- Guildmaster of <Tamriel Emporium> crafting guild
- J'Kharj - magicka Nightblade
- Master Crafter in all professions with 9 traits and all styles
- Furniture Crafting: Only missing a couple recipes
1
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DRXHarbinger✭✭✭✭✭
✭✭How do you post a picture on here? I can post a screenshot of my support ticket in their web system showing they do part refund crowns.PC Master Race
1001CP
8 Flawless Toons, all Classes.
Master Angler
Dro-M'artha Destroyer (at last)
Tamriel Hero
Grand Overlord
Every Skyshard
Down With BOP!0 -
DRXHarbinger✭✭✭✭✭
✭✭Wait nope, they wipe the history after a certain time span. GG support.PC Master Race
1001CP
8 Flawless Toons, all Classes.
Master Angler
Dro-M'artha Destroyer (at last)
Tamriel Hero
Grand Overlord
Every Skyshard
Down With BOP!0 -
Turelus✭✭✭✭✭
✭✭✭✭✭@DRXHarbinger you have to host externally unless you're the thread creator. Just upload to Imgur or the like and use image brackets [ img ] link.png [ /img ] without spaces.
OP I hope someone sees this and attends to the issue. You could also try sending Jess/Gina a PM with the infromation, but be aware they probably get hundreds of messages and tags a day (Gina posted a screenshot somewhere with tens of thousands of notifications).@Turelus - EU PC Megaserver
"Don't count on others for help. In the end each of us is in this alone. The survivors are those who know how to look out for themselves."0 -
Zaldan✭✭✭✭✭DRXHarbinger wrote: »Wait nope, they wipe the history after a certain time span. GG support.
odd, my support history goes back 20 pages to 2015, unless yours was from earlier than that ask support why it's been wiped.0 -
DRXHarbinger✭✭✭✭✭
✭✭DRXHarbinger wrote: »Wait nope, they wipe the history after a certain time span. GG support.
odd, my support history goes back 20 pages to 2015, unless yours was from earlier than that ask support why it's been wiped.
The only ticket in my history is from the end of March 2017..and I have sent in *** tons more since launch I assure you...PC Master Race
1001CP
8 Flawless Toons, all Classes.
Master Angler
Dro-M'artha Destroyer (at last)
Tamriel Hero
Grand Overlord
Every Skyshard
Down With BOP!0 -
Zaldan✭✭✭✭✭DRXHarbinger wrote: »DRXHarbinger wrote: »Wait nope, they wipe the history after a certain time span. GG support.
odd, my support history goes back 20 pages to 2015, unless yours was from earlier than that ask support why it's been wiped.
The only ticket in my history is from the end of March 2017..and I have sent in *** tons more since launch I assure you...
in that case get on to support and ask why your history has been wiped when that's not standard, probably a waste of time but you never know lol0 -
Darlgon✭✭✭✭✭
✭DRXHarbinger wrote: »DRXHarbinger wrote: »Wait nope, they wipe the history after a certain time span. GG support.
odd, my support history goes back 20 pages to 2015, unless yours was from earlier than that ask support why it's been wiped.
The only ticket in my history is from the end of March 2017..and I have sent in *** tons more since launch I assure you...
You have to hit the "See all questions" at the bottom of the short list.
I have 955 tickets, going back to 11/21/2013....
Bur.. you dont want to post a screenie, as it will give out TONS of personal information.Edited by Darlgon on July 4, 2017 11:58AMPower level to CP160 in a week:
Where is the end game? You just played it.
Why don't I have 300+ skill points? Because you skipped content along the way.
Where is new content? Sigh.0 -
GreenhaloX✭✭✭✭✭
✭I placed a support ticket in on 6/26. I was receiving email replies back to my ticket up until the part where I asked for a partial refund of crowns due to my issue (crown store related). I asked for crowns back in return, not money. Since that request, I have been ignored, my ticket has not been touched, and no one has attempted to contact me regarding my ticket. I waited a few days for a response, but there was none. After spending about 15 minutes trying to locate a phone number on the website, I made a call on 6/29 and left a voicemail (because they apparently don't have a phone customer service department, only a voice mailbox that one person checks). I got a call response that the correct department was "handling" my ticket and I should hear from them again soon, but of course, nothing still.
I am taking to the forums in hopes that someone will be able to actually get my ticket handled once the horrid customer service and obvious ignoring after a refund request has been made public. I have spoken to other players that have also had similar issues and the general consensus is that if you, as of recently, ask for any kind of refund, you are ignored. Also, some rumored that if you post or comment on the forums regarding things they don't like, such as my post about the scam of RNG-only crown crate mounts, you will also be ignored or treated differently than another customer.
I have been playing since launch day and spent, to date thus far, a total of $2,700 on this game between the game itself, eso subscription/plus membership since day 1, crowns, DLC (yes, I bought DLC even with eso plus just to show my support for the game and buying content), etc. I think I deserve a little better customer service than what I am receiving. I'm not even asking for money back, I'm asking for virtual crowns.
I remember a time back when the game first launched that the customer service was amazing, better than any game I had played to date. When I sent a ticket in, it was responded to within an hour by a REAL person, not the automated ticket robot initial response they have now. Not only that, but I felt like a valued customer and they always resolved the ticket in a way that the customer was treated as such. It is apparent to me that those times have come and gone.
EDIT: Summoning @ZOS_GinaBruno and @ZOS_JessicaFolsom
You know.. Zenimax, this gaming company is a business, right? I'm not slamming or bashing on you, nor know your side of the story in its entirely. However, from what I gather (not sure from whatever bug or error it can may well be, or not), you're asking for a refund of something; particularly something that cost us, the consumer or customers, real money to purchase something from a business.. a business of making profit, mind you. For a business to refund something of monetary value or equivalent, it is not a 1, 2 step process. It can take weeks or at times, even a month of reviews from the right people/section to make the determination. Hey, I'm not siding wholeheartedly with Zen/ZOS, but from my experience from doing same before with other biz, it's not a quick/fast process, and Zenimax is no different than any other profit-making businesses. Its seems you've been getting responses, but yeah, I would agree to be better to have spoken to a live representative than just getting a voicemail.
Good luck to you on your venture for rectification, however. There are other issues a lot of us/others have been waiting a long time on solution from them as well.0 -
notimetocare✭✭✭✭✭
✭Easy answer: you wont get a refund. Stop wasting you time amd the time of limited support staff0 -
Prof_Bawbag✭✭✭✭✭
✭✭✭Welcome to the ZoS after care team. They thank you for your continued financial support.
After my recent run ins with them, I can safely say when my sub runs out in January, I won't be renewing it. No hysterics etc, simply never going to spend any money with a company where there is zero comeback when things go wrong. Some of their non committal and generic responses are more infuriating than the actual issue you're contacting them about.
I think what irked me the most was each one signed off stating the issue had been resolved when it clearly wasn't. I could post some of their inane responses here, but it solves nothing. They simply do not care one little bit. The contempt they hold for their customers was a real eye opener. That's fine as all my current content works as intended after receiving refunds from Sony.0 -
Chalinal✭✭✭Well, this seemed to have worked out. I magically got a response and the partial refund I requested this morning. Thank you for making me feel valued, ZOS.
- @Chalinal
- PC - NA
- Guildmaster of <Tamriel Emporium> crafting guild
- J'Kharj - magicka Nightblade
- Master Crafter in all professions with 9 traits and all styles
- Furniture Crafting: Only missing a couple recipes
0