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Who do you complain to when customer support lies to you multiple times and when confronted with...
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Samadhi✭✭✭✭✭
✭✭✭...
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.
...
Sounds like you got support on a day when there are no GMs in office to hand-off game issues to
since you are already on the forums, maybe you can add in your ticket number so @ZOS_GinaBruno or @ZOS_JessicaFolsom can have your ticket elevated"If you want others to be happy, practice compassion. If you want to be happy, practice compassion." -- the 14th Dalai Lama
Wisdom is doing Now that which benefits you later.
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Niobium✭✭✭✭LOL, most people dont celebrate it.
Whether they actually celebrate it or not is irrelevant. It's generally a public holiday and employees are given time off.. unless you're new.. in which case you get all the crappy shifts.
So you got the new guy. Wait for the regular employees to return, have a few drinks, enjoy the holiday season and let them finish their investigation so they can get back to you.
Nothing in this thread will make them work faster or more likely to have an outcome in your favour.2 -
Vaoh✭✭✭✭✭
✭✭✭✭✭It all depends on who you get for Support,
I had an Infused vMA Lightning staff disappear from my bank alongside a few other items after a patch dropped, and after long discussions through email I never got my staff back.
Meanwhile a dude I know yelled at one of them and got two BiS Staves he never even had... then bragged everywhere about it.
The Support you get all depends on the quality of the individual helping you.1 -
Grabmoore✭✭✭✭✭OP, you seriously expect an answer within hours during a holiday weekend? You received a standard answer. That's all you can hope for.
I had a similar issue. After 2 weeks (!!!) they did promote me to GM without even writing a message once. Did I create a thread? No!Edited by Grabmoore on December 25, 2017 1:38PMEU - PC - Ebonheart Pact
Iggy Grabmoore - Argonian Magicka Templar | Nyctasha - Redguard Stamina Nightblade
Do-Ra'Zhar - Khajiit Stamina DK | Ashmedi - Dunmer Magicka DK
Vanya Darchow - AD Altmer Magicka Sorc | Malek gro'Kash - Orc Stam Sorc
GM of "Handelshaus von Riften" - Trading & PvX Community1 -
T4T2FR34K✭✭✭✭✭Dapper Dinosaur wrote: »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.
LOL, my guild name is the only reason Im going to fight hard for this to be fixed...well, on principle too, there was really no cause to lie about it over and over and over.LOL, most people dont celebrate it.
Whether they actually celebrate it or not is irrelevant. It's generally a public holiday and employees are given time off.. unless you're new.. in which case you get all the crappy shifts.
So you got the new guy. Wait for the regular employees to return, have a few drinks, enjoy the holiday season and let them finish their investigation so they can get back to you.
Nothing in this thread will make them work faster or more likely to have an outcome in your favour.
You take things out of context and you can spin it any way you wish...that wasn't about employees having time off.OP, you seriously expect an answer within hours during a holiday weekend? You received a standard answer. That's all you can hope for.
I had a similar issue. After 2 weeks (!!!) they did promote me to GM without even writing a message once. Did I create a thread? No!
What I didn't expect from them was lies....
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.
...
Sounds like you got support on a day when there are no GMs in office to hand-off game issues to
since you are already on the forums, maybe you can add in your ticket number so @ZOS_GinaBruno or @ZOS_JessicaFolsom can have your ticket elevated
Thanks, good idea...#171224-001900Edited by T4T2FR34K on December 25, 2017 4:40PM0 -
Niobium✭✭✭✭LOL, most people dont celebrate it.
Whether they actually celebrate it or not is irrelevant. It's generally a public holiday and employees are given time off.. unless you're new.. in which case you get all the crappy shifts.
So you got the new guy. Wait for the regular employees to return, have a few drinks, enjoy the holiday season and let them finish their investigation so they can get back to you.
Nothing in this thread will make them work faster or more likely to have an outcome in your favour.
You take things out of context and you can spin it any way you wish...that wasn't about employees having time off.
Well, your entire post is about how you were lied to multiple times - yet your only two screenshots show that you promoted someone else to Guild Leader (and I'm pretty sure there's also a confirmation box that doing so will demote you) and a screenshot of a standard FAQ type answer.
Not sure where any of these "lies" are.. just a bunch of QQ because you derped and promoted someone else.
Wait for the right people to get back from their vacation and maybe you'll get a better response.
Let them finish their investigation.
But from the incredibly small amount of actual "evidence" you provided, there's no lies here. There's barely even a response. I'm pretty sure this is just a cut/paste for anyone who has this issue.2 -
T4T2FR34K✭✭✭✭✭LOL, most people dont celebrate it.
Whether they actually celebrate it or not is irrelevant. It's generally a public holiday and employees are given time off.. unless you're new.. in which case you get all the crappy shifts.
So you got the new guy. Wait for the regular employees to return, have a few drinks, enjoy the holiday season and let them finish their investigation so they can get back to you.
Nothing in this thread will make them work faster or more likely to have an outcome in your favour.
You take things out of context and you can spin it any way you wish...that wasn't about employees having time off.
Well, your entire post is about how you were lied to multiple times - yet your only two screenshots show that you promoted someone else to Guild Leader (and I'm pretty sure there's also a confirmation box that doing so will demote you) and a screenshot of a standard FAQ type answer.
Not sure where any of these "lies" are.. just a bunch of QQ because you derped and promoted someone else.
Wait for the right people to get back from their vacation and maybe you'll get a better response.
Let them finish their investigation.
But from the incredibly small amount of actual "evidence" you provided, there's no lies here. There's barely even a response. I'm pretty sure this is just a cut/paste for anyone who has this issue.
Im pretty sure you cant do anything to help me, I was asking for information...Im not going to post my e-mail traffic to the parties in question buddy and I dont need to prove anything to you...I need to know who to file a formal complaint with...get it?Edited by T4T2FR34K on December 26, 2017 1:20AM0 -
Apache_Kid✭✭✭✭✭
✭✭✭✭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.
I've dealt with EA support a long time ago for FIFA Ultimate team back in the day but that was years ago. Never played SWTOR. I just hate email support in general and wish this game had live-chat support.1 -
Loralai_907✭✭✭✭✭
✭I want to say that they absolutely can assist with changing a guild leader. I know for a fact I have read about it on the forums before, but that had to do with a guild leader being inactive for a really long time and having someone else moved to that position in their place. I know this because the guild I lead was started officially by another person and we were going to co-manage it, then they left. I wasn't sure if they were going to ever come back and I needed to take it over. I was able to convince the person to log in one more time to put me in charge of the guild so I did not need to resort to asking for help. But I know it is done, or at least they used to do it, which tells me it is possible. My issue was forever ago, like the first 6 months or so the game was out.
PC-NA - formerly, mommadani907Guild: Weeping Angels - Co-GMTwitter: @ Loralai_907 several Alt accounts....CP 1700+Active characters:Fauna Rosewood ( Bosmer Stam DK - Master Crafter/AD)///Loralai Darknova (Drunken Zombie Bosmer Stam Sorc - PvP/AD)Lilith Darknova ( Dunmer Mag DK - Master Crafter - PvP/AD)///and roughly 1billion alts0 -
starkerealm✭✭✭✭✭
✭✭✭✭✭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.
My favorite trick from EA was how they'd bill you multiple times, sometimes clearing out your bank account, on the subscription fees, then refuse to refund you, and would ban your account if you attempted to challenge the charges. You know, because everyone wants to spend two or three grand on an MMO subscription. Their version of compensation would be to simply apply the time to your account, rather than actually, you know, refunding you. I remember this happened with TOR, I think it happened with another Mythic game that EA was overseeing, but I can't remember the details.
EDIT: Also the part where they'd removed the ability to cancel your subscription a couple days before the first free month ended, right after TOR launched, so they could claim a larger subscription pool by preventing people from unsubbing.
But, yeah, ZOS has "the worst customer service," you've ever encountered.Edited by starkerealm on December 26, 2017 2:05AM0 -
DieAlteHexe✭✭✭✭✭
✭✭starkerealm wrote: »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.
My favorite trick from EA was how they'd bill you multiple times, sometimes clearing out your bank account, on the subscription fees, then refuse to refund you, and would ban your account if you attempted to challenge the charges. You know, because everyone wants to spend two or three grand on an MMO subscription. Their version of compensation would be to simply apply the time to your account, rather than actually, you know, refunding you. I remember this happened with TOR, I think it happened with another Mythic game that EA was overseeing, but I can't remember the details.
EDIT: Also the part where they'd removed the ability to cancel your subscription a couple days before the first free month ended, right after TOR launched, so they could claim a larger subscription pool by preventing people from unsubbing.
But, yeah, ZOS has "the worst customer service," you've ever encountered.
Had that problem with EQ. Was one hell of a fight to get it sorted. No real issues with SWTOR but EQ, gawd.
Dirty, filthy casual aka Nancy, the Wallet Warrior Carebear Potato Whale Snowflake0 -
Niobium✭✭✭✭Im pretty sure you cant do anything to help me, I was asking for information...Im not going to post my e-mail traffic to the parties in question buddy and I dont need to prove anything to you...I need to know who to file a formal complaint with...get it?
If that were true you wouldn't have written a wall of text explaining everything to random strangers and supplying screenshots. You're just here for a sympathy vote in the hopes, I guess, of bolstering your petition.
If you really had just wanted to know you'd have asked a one line question:
Who do I file a formal complaint with when I am dissatisfied with the Customer Service Response?
See?
Simple.
Good luck with your petition none-the-less, buddy.3 -
Smmokkee✭✭✭✭✭To be honest, customer support just gave me a vma lighting staff back from awhile ago.. So I think they are pretty sweet.It’s because you didn’t get Brad. Brad can do all things with a spring in his step.
Brad is actually the one who messaged me saying he found it. Dude is a legend.
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Taysa✭✭✭✭✭According to you, the person you promoted doesn't play anymore. So I'm guessing there's no real threat of any irreversible damage being done. So what's the rush?
Regardless of your personal feelings about the holiday (because you're transparent AF and your disdain is palpable), that doesn't change the fact that not only is Christmas a federally recognized holiday in the United States, but Christmas Eve also fell on a Sunday this year, which means even if it weren't a holiday weekend, you still be stuck with the crappy skeleton crew of a support staff that's likely outsourced while the employees actually employed with the company are enjoying the weekend.5/24/18: The day ZoS suspended my forum account for trolling a troll.2 -
idk✭✭✭✭✭
✭✭✭✭✭It is understandable OP is upset that he messed up. It is also understandable he is upset that it seems such a mistake was fixed by Zos previously.
However, it is somewhat melodramatic, to put it nicely, the way he has reacted. He has no clue what CS can and cannot do. It could very well be that they have been instructed to now make changes such as OP has requested due to issues arising from it.
There are a great many things that can be done in games and there are a great many of those things CS, especially the first level, are not permitted to do. Even instructed to say it cannot be done. That is with games and elsewhere. I guarantee if OPs boss tells him/her he is not to do certain things for customers he would not even indicate he could do them even if it was possible. He probably wants to keep his job.
Further, if he has replied to them with a mere fraction of the manner he has written his OP it is also understandable they would cease communication with him. I would and it would be very ethical and moral to do so.
Previously, in this game and other MMOs I have received responses from CS saying they could not do what I had asked. However, I replied properly explaining the appropriate way to look at the situation and it has often lead to the solution I had requested.1 -
Slick_007✭✭✭✭✭
✭I was asking for information...Im not going to post my e-mail traffic to the parties in question buddy and I dont need to prove anything to you...I need to know who to file a formal complaint with...get it?
you called them liars. someone called you on it. you do need to prove it. else dont make the claim. you could have asked about who to complain to without calling them liars but you didnt.4 -
necr0o✭✭✭Hopefully it gets fixed for you in a timely manner. Took me 8months through support to get GM from a player who was banned for using C.E.. good luck mate1 -
Tandor✭✭✭✭✭
✭✭✭✭✭LOL, most people dont celebrate it.
Whether they actually celebrate it or not is irrelevant. It's generally a public holiday and employees are given time off.. unless you're new.. in which case you get all the crappy shifts.
So you got the new guy. Wait for the regular employees to return, have a few drinks, enjoy the holiday season and let them finish their investigation so they can get back to you.
Nothing in this thread will make them work faster or more likely to have an outcome in your favour.
You take things out of context and you can spin it any way you wish...that wasn't about employees having time off.
Well, your entire post is about how you were lied to multiple times - yet your only two screenshots show that you promoted someone else to Guild Leader (and I'm pretty sure there's also a confirmation box that doing so will demote you) and a screenshot of a standard FAQ type answer.
Not sure where any of these "lies" are.. just a bunch of QQ because you derped and promoted someone else.
Wait for the right people to get back from their vacation and maybe you'll get a better response.
Let them finish their investigation.
But from the incredibly small amount of actual "evidence" you provided, there's no lies here. There's barely even a response. I'm pretty sure this is just a cut/paste for anyone who has this issue.
Agreed. Also, if the attitude and accusations in this thread are representative of the approach taken with the ticket and follow-up replies it wouldn't encourage anyone in Support to provide a quick and helpful response. Polite requests are always more productive than angry demands.3 -
ArcVelarian✭✭✭✭✭starkerealm wrote: »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.
My favorite trick from EA was how they'd bill you multiple times, sometimes clearing out your bank account, on the subscription fees, then refuse to refund you, and would ban your account if you attempted to challenge the charges. You know, because everyone wants to spend two or three grand on an MMO subscription. Their version of compensation would be to simply apply the time to your account, rather than actually, you know, refunding you. I remember this happened with TOR, I think it happened with another Mythic game that EA was overseeing, but I can't remember the details.
EDIT: Also the part where they'd removed the ability to cancel your subscription a couple days before the first free month ended, right after TOR launched, so they could claim a larger subscription pool by preventing people from unsubbing.
But, yeah, ZOS has "the worst customer service," you've ever encountered.
It happened to numerous Warhammer players and EA even was sued over it.Murphy's Law of PvP : If it can be abused and or exploited, it will be abused and or exploited.0 -
ZOS_MikaadminWe have had to remove a handful of bashing posts from this thread. While we understand the desire to have an in-game issue resolved as soon as possible, this thread has derailed quite a bit. Because of this we are closing it down. Thank you for your understanding.The Elder Scrolls Online: Tamriel Unlimited - ZeniMax Online Studios
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