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Who do you complain to when customer support lies to you multiple times and when confronted with...
T4T2FR34K
✭✭✭✭✭
...irrefutable evidence they cease communications?
So, I f'd up today and promoted to GM of my lil'guild a player that isn't playing anymore, as far as I can tell. I immediately took a screenshot of the history log to show I had just demoted myself on accident and looked on the forums to see if there was any recourse. I found this thread: https://forums.elderscrollsonline.com/en/discussion/344086/guild-leader-change and breathed a sigh of relief as it was Christmas Eve and something this easy to fix is a button push away, so I submitted a support ticket detailing what happened and waited for Santa to hear my wish.
I received a response back from 6 different unhelpful CS reps over the next several hours letting me know this cant be fixed save for the person giving it back to me and they have no way of undoing this accident. I send then the link, I send them the screenshot of the history log and finally (the one they stopped communicating with me after) I sent the screenshot from the support tab.
Do companies teach morals, ethics and value classes anymore? Is it being taught in institutes of higher education? How on Christ Mass FN Eve can you just blatantly lie to a customer, brush them off and go on about your business as if its ok?
You dont follow your own rules and selectively enforce those imposed on us...whats really going on? Is it because I just dropped money into the crown sale...is it because Im a + customer...is it because this is the SECOND platform I have invested into the same game....is it because I have all the ZoS game on multiple platforms...what is it exactly you want and how does not helping me get my guild back into my control, help you in the slightest?
I should not be surprised, should I? I am naïve like that I guess...I trust and I trust and I trust...hoping, that you get the idea...screwing people over is not ok...I will let you step on me over and over knowing...knowing...what? That I should lash out? That I should get over it? I know you dont think about the bigger picture so focused on your little microscope, but the fact is that everything you do and think and say and wish for is known even if its only by you, but its not...
I dont know, I guess Im a little shocked...I lost my wallet last week and went down to the police station because someone found it and drove 20 minutes out of their way to turn it in...but you people have the gall to lie about being able to push a button...makes you wonder where your loyalties lie and why.
p.s. Merry Christ Mass Kat, Tuesday, Carmen, Jayme, Jason, Jennifer and last but not least...Merry Christmas ZoS.
Edited by T4T2FR34K on December 25, 2017 2:43AM So, I f'd up today and promoted to GM of my lil'guild a player that isn't playing anymore, as far as I can tell. I immediately took a screenshot of the history log to show I had just demoted myself on accident and looked on the forums to see if there was any recourse. I found this thread: https://forums.elderscrollsonline.com/en/discussion/344086/guild-leader-change and breathed a sigh of relief as it was Christmas Eve and something this easy to fix is a button push away, so I submitted a support ticket detailing what happened and waited for Santa to hear my wish.
I received a response back from 6 different unhelpful CS reps over the next several hours letting me know this cant be fixed save for the person giving it back to me and they have no way of undoing this accident. I send then the link, I send them the screenshot of the history log and finally (the one they stopped communicating with me after) I sent the screenshot from the support tab.
Do companies teach morals, ethics and value classes anymore? Is it being taught in institutes of higher education? How on Christ Mass FN Eve can you just blatantly lie to a customer, brush them off and go on about your business as if its ok?
You dont follow your own rules and selectively enforce those imposed on us...whats really going on? Is it because I just dropped money into the crown sale...is it because Im a + customer...is it because this is the SECOND platform I have invested into the same game....is it because I have all the ZoS game on multiple platforms...what is it exactly you want and how does not helping me get my guild back into my control, help you in the slightest?
I should not be surprised, should I? I am naïve like that I guess...I trust and I trust and I trust...hoping, that you get the idea...screwing people over is not ok...I will let you step on me over and over knowing...knowing...what? That I should lash out? That I should get over it? I know you dont think about the bigger picture so focused on your little microscope, but the fact is that everything you do and think and say and wish for is known even if its only by you, but its not...
I dont know, I guess Im a little shocked...I lost my wallet last week and went down to the police station because someone found it and drove 20 minutes out of their way to turn it in...but you people have the gall to lie about being able to push a button...makes you wonder where your loyalties lie and why.
p.s. Merry Christ Mass Kat, Tuesday, Carmen, Jayme, Jason, Jennifer and last but not least...Merry Christmas ZoS.
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Voxicity✭✭✭✭✭
✭✭✭✭✭This is just a guess
But I imagine being the weekend AND Christmas period, it would not be unreasonable for tickets to take longer than usual.
Are you sure the responses were not just automated ones? (saying that, 6 in a row would be kinda weird)5 -
firedrgn✭✭✭✭✭Demoted yourself. I once sold a nirn bow to a greatfull player. Turns out i sent the bow and sent him my gold. I still laugh about it.2
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SirAndy✭✭✭✭✭
✭✭✭✭✭Do companies teach morals, ethics and value classes anymore?
Support is most likely outsourced to a 3rd party in which case, nobody from ZOS has ever even spoken to any of the people manning the phones/keyboards. At best, they got a printed sheet of paper with a few bullet points to make sure they don't accidentally refer to the wrong company.
Edited by SirAndy on December 25, 2017 3:09AM5 -
Apache_Kid✭✭✭✭✭
✭✭✭✭Support for this game is abysmal. It's clear that many of the employees who work on support for this game don't actually play it or have any knowledge of it. All they have is a binder handed to them by their supervisor which has alot of fancy flow charts. When you tell them your problem they find the chart that has the closest resemblance to the issue you are having and they then list off generic troubleshooting tips that almost never work. To make matters worse, many times when you have an email chain going, a different employee will take over and not understand your issue in the slightest and they start repeating the same crappy troubleshooting steps you were already given. It's a joke that a game of this size offers support only through email.
The whole way they handle issues with customers needs to be looked at because the current way makes us feel insulted and marginalized.6 -
Belegnole✭✭✭✭✭The support goes from great to horrid. The most recent ticket I put in resulted in support telling me to make a purchase from the crown store to rectify my issue.8 -
Acrolas✭✭✭✭✭
✭✭✭✭✭Literally from your quoted thread:Please note that we want to ensure fairness to all parties, so the investigation process can take some time to resolve.
But for immediate resolution, ALT+Q+Q.signing off3 -
Gilvoth✭✭✭✭✭
✭✭✭✭✭the normal eso staff will probably be back around Jan 1st or 2nd.
just wait till then. they will fix it when they return.0 -
NolaArch✭✭✭✭✭It’s because you didn’t get Brad. Brad can do all things with a spring in his step.Ardat-Yakshii EP Stam NB
36k anchovy club
Mash the buttons, hope for the best!
I have some achievements8 -
T4T2FR34K✭✭✭✭✭Literally from your quoted thread:Please note that we want to ensure fairness to all parties, so the investigation process can take some time to resolve.
But for immediate resolution, ALT+Q+Q.
There is nothing to investigate when I show you a screenshot of me demoting myself...I send in support tickets saying I made a mistake...I do it immediately after it happens. But if that's what you took out of that, instead of the fact that 6 different people tried to brush me off and tried to do it by lying, well...you just have your self a very merry Christ Mass buddy.
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The_Brosteen✭✭✭✭✭This is a pretty sad story considering that it had seemed zos was on the up and up with customer relations, or at least seriously trying to head in the right direction. This coupled with the countless examples of bot reports being ignored it seems like 1 step forward 3 steps backwards
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Jarryzzt✭✭✭✭This is actually interesting.
I mean, how does tech support usually work, in any sizeable company - you have a call center (or the Internet equivalent thereof), you give your reps a script "if X, use fixes A, B, C; if Y, use N, O, P; etc.", and then have a mechanism for stuff they can't handle (worst case some generic "we can't help you" response, best case a "specialist" you can bump the issue to).
In my personal experience, not every company bothers to give their reps a good script or to give their customers some way to move past the rep (and the bad script). I distinctly recall an incident with my ISP when, in trying to resolve a connection issue (on their end, mind you), over the course of a half-hour conversation, the rep essentially kept recycling the same four-point script (because resetting the modem for the fourth time was sure to do the trick...). One of which steps included asking me to reset my wireless router, and each time I would respond that I do not actually have a wireless router and am running my Internet through a cable, and yet, each time he would ask me yet again to reset the bloody thing. Because, and here is my point, in this particular instance I ran into a not-very-well trained rep going off a not-very-well drafted script with no mechanism for kicking the problem to a different level. [I was only so fortunate that the issue - ironically, a sort of an early preview of net non-neutrality - worked itself out in the end.]
So what the OP is suggesting - nay, stating directly - is that a) ZOS gives a less than ideal script to less than ideally trained Internet support reps (because that seems the only logical explanation for why a FAQ says "yes" and the reps keeps saying "no"); and b) there is no mechanism to bounce the problem up to a specialist or even to move off script when there is a clear issue (or the user simply refuses to let go). And if these assertions are correct, then it's not a stretch to suggest that this isn't just a matter of "the good people being away for the holidays", but rather a deeper issue with ESO's support system. Which latter hypothesis, unfortunately, also meshes with my own (limited but quite unhelpful) experience with ZOS support (for an issue ultimately resolved by reading what other players posted on the forums).
And whereas in the case of my ISP, I was dealing with a quasi-monopoly (an oligopoly, actually, if one wants to get technical) that had long outsourced its tech support to the cheapest overseas vendor it could find (touting said fact in its earnings reports)...ESO ought not be quite as cavalier viz. tech support. One would think, at any rate.3 -
Betsararie✭✭✭✭✭
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yup, hilarious that someone stated that most people in the US celebrate Christmas (which is true)
I can already tell that you're a logical individual........4 -
kyle.wilson✭✭✭✭✭
✭@ZOS_GinaBruno
If this person is being lied to by support, it's time to outsource it to another company.3 -
Slick_007✭✭✭✭✭
✭The support goes from great to horrid. The most recent ticket I put in resulted in support telling me to make a purchase from the crown store to rectify my issue.
in all fairness, they probably didnt read it correctly so didnt understand it and sent you where they thought you needed to go. its still bad, but just not malicious. Ive done support emails elsewhere and yes, they range from totally literate to absolutely batshit crazy and often abusive. Sometimes people do want something so simple you are just dumbfounded that they bothered to email you and ask for it when they should be just doing it (like going to crown store).
we once got an email about how the russians are about to invade .... australia. i think i still have it somewhere, it was so epicly crazy
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SydneyGrey✭✭✭✭✭
✭✭✭✭✭It seems like this would be a safe-guard against someone lying about something like that in order to make himself the head of a guild that he was NEVER in charge of before.
The only thing they can do is contact the person you made the guild head to ask them if it was a mistake. If that person doesn't answer, then they won't/can't do anything for you, because they don't know if you're lying or not.
I am NOT saying you're lying ... not in the least. Just saying that THEY might wonder if you're lying.
(Yes, I know you sent them screenshots ....)
Edited by SydneyGrey on December 25, 2017 7:05AM2 -
rynth✭✭✭✭✭I think ZOS support is excellent just a few days ago I purchased frost motif from crown store on two different characters I submitted a request for crown refunds as it was after hours I had to wait for the next day. The next day promptly I had to delete a few things and I got my refund over the course of several emails which were taken care of very quickly.
All I see OP is talking and posting stuff in his favor, why not post a copy of supports response perhaps there is a bit of miscommunication. you appear to be upset at your own hiccup perhaps you did not fully explain to help ticket or you did not read help ticket fully. I know that can happen when your temper is flaring.When asked what he would do for a Klondike bar. Grand Moff Tarkin said "why I would blow up Alderaan."1 -
Dapper Dinosaur✭✭✭✭✭Your guild is so tiny (12 other people) that you could just make a new guild and invite them to it. That guild name is not a keeper anyway.
This is also one of the few things consoles do better than PC, on consoles we can send people messages on the platforms themselves and don't have to rely on in-game messaging systems.Edited by Dapper Dinosaur on December 25, 2017 7:30AM2 -
Cpt_Teemo✭✭✭✭✭
✭✭✭Apache_Kid wrote: »Support for this game is abysmal. It's clear that many of the employees who work on support for this game don't actually play it or have any knowledge of it. All they have is a binder handed to them by their supervisor which has alot of fancy flow charts. When you tell them your problem they find the chart that has the closest resemblance to the issue you are having and they then list off generic troubleshooting tips that almost never work. To make matters worse, many times when you have an email chain going, a different employee will take over and not understand your issue in the slightest and they start repeating the same crappy troubleshooting steps you were already given. It's a joke that a game of this size offers support only through email.
The whole way they handle issues with customers needs to be looked at because the current way makes us feel insulted and marginalized.
If you think the support in this game is abysmal, you sure haven't tried EA / Swtor
Twice in the same year, stating that I was selling credits online and that it "Wouldn't Happen Again" really.
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priforce✭✭✭Most tech support is offshored, that is the reality of corporate business. We can't ignore policies that benefit business that outsource aboard without tax penalties, and then complain when we can't reach a solid answer for a support question, no matter how simple it may be.
Keep going higher up, asking for the manager, until you come across a person who sees how simple a solution itis and changes it for you.1 -
T4T2FR34K✭✭✭✭✭
yup, hilarious that someone stated that most people in the US celebrate Christmas (which is true)
I can already tell that you're a logical individual........
LOL, most people dont celebrate it.
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Aelakhaii_De_Mythos✭✭✭✭Tbh anytime i have had to do with CS they've been good to me... Very fast response aswell.3
This discussion has been closed.