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• PC/Mac: No maintenance – January 27
Really disappointed with the LACK of customer support
MrSalty
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First off let me say I love the game its freaking awesome. Yes theres some quest bugs and other minor things but you can still play the game. Im fine with that. Game breaking bugs that make it so you cant play not ok. So yesterday I was playing and doing the level 20 main quest and the at the end portion it bugged so I did what Ive been doing all long, log out then back in. After doing so I was able to complete the quest but I noticed my character started moving extremely slow. I figured I would just zone and it would be fine. I got out and it wasnt fine. I was trying to figure out what was going on so I made sure the toggle/run was not on. I then saw a buff I have never seen before, Overwhelming Power. I tried removing it like you can do with food but was not successful. At this point I logged off and made another character to confirm I was stuck with this debuff. The new character was fine and did not move at a snails pace. So I'm stuck with a character who moves as slow as when walking is toggled on.
After all the testing I checked the support page for a phone number to call. I found the "call" page only to find that they will call you back and you cannot call them. Wait time said over an hour so I assumed it would be 1-2 hours, no problem. Its been about 8 hours and still no call. Now while doing that I went in game to see if I could chat with someone live while that was going on. Went through the in game process and had the chat open for about 2 hours. I had something to do in the house so I was gone for 7-8 minutes. I come back and the game logged me out for inactivity. After that I went the traditional route and just did an email. I was more discouraged after I read "We'll try and get back to you in 1 business day"
Im really disappointed in the lack of being able to actually talk to someone. If I want in game support you are FORCING the person to sit and wait at your computer making sure you dont get logged out for inactivity which in my case was at 2 hours and counting. The call back idea is great and all but there needs to be a number I can call directly. I dont mind putting the phone on speaker and doing other things while I wait to talk to someone. At least I know ill get through at some point.
I know a lot of people are having problems and my issue isnt more important than anyone elses but I think part of the problem is theres no way to get directly in contact with support unless you wait in game in that chat with no wait time said except more than an hour. My situation has been going on 8 hours. Getting disconnected after 2 due to "inactivity" and now ive been waiting another couple hours just blankly staring at my screen. Its just disappointing that theres all these different ways to get support but it just feels like theres nothing out there. Ok rant done.
TLDR: Went through all ways to get support cant get in contact with anyone directly. Really disappointed in how theres so many options for customer support but theres no way to really actually talk to someone
Edited by MrSalty on April 1, 2014 11:07AM After all the testing I checked the support page for a phone number to call. I found the "call" page only to find that they will call you back and you cannot call them. Wait time said over an hour so I assumed it would be 1-2 hours, no problem. Its been about 8 hours and still no call. Now while doing that I went in game to see if I could chat with someone live while that was going on. Went through the in game process and had the chat open for about 2 hours. I had something to do in the house so I was gone for 7-8 minutes. I come back and the game logged me out for inactivity. After that I went the traditional route and just did an email. I was more discouraged after I read "We'll try and get back to you in 1 business day"
Im really disappointed in the lack of being able to actually talk to someone. If I want in game support you are FORCING the person to sit and wait at your computer making sure you dont get logged out for inactivity which in my case was at 2 hours and counting. The call back idea is great and all but there needs to be a number I can call directly. I dont mind putting the phone on speaker and doing other things while I wait to talk to someone. At least I know ill get through at some point.
I know a lot of people are having problems and my issue isnt more important than anyone elses but I think part of the problem is theres no way to get directly in contact with support unless you wait in game in that chat with no wait time said except more than an hour. My situation has been going on 8 hours. Getting disconnected after 2 due to "inactivity" and now ive been waiting another couple hours just blankly staring at my screen. Its just disappointing that theres all these different ways to get support but it just feels like theres nothing out there. Ok rant done.
TLDR: Went through all ways to get support cant get in contact with anyone directly. Really disappointed in how theres so many options for customer support but theres no way to really actually talk to someone
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DragonMother✭✭✭Psst, the game started up servers on Monday. Give em sometime, they are wading through backlog upon backlog of tickets, and support requests! They will get to you in time, just be patient!
*offers her fabulous cookies and milk to soothe frazzled nerves* Demi, Adult female, Guild leader, Roleplayer & TES enthusiastStatus: Inactive until further notice.
I trust my instincts, more than I trust other peoples opinions.
Four years, and still present. Sanguine still lives.1 -
Hestia✭✭✭+1<Alatreon> Daggerfall Covenant | International | PvX | Adult Community | TS3+Mic required.
Recruitment Thread & Website0 -
Affrayer✭✭✭DragonMother wrote: »Psst, the game started up servers on Monday. Give em sometime, they are wading through backlog upon backlog of tickets, and support requests! They will get to you in time, just be patient! *offers her fabulous cookies and milk to soothe frazzled nerves*
I don't know what it is...the name or the way you comment,.... but I just want you to tuck me in bed.Pffffff0 -
Awe✭✭✭2 times tried to contact them before server launch on different problems, both time got emailed in few hours, later some answers came even faster.
ps: about slow speed, once in beta had same issue, restarting client fixed it, so i didn't even find what's wrong there (your buff Overwhelming power)0 -
Valison✭✭I've only had to deal with them once just before launch of early access - they got back to me in a few minutes if I remember correctly. The amount of tickets they have to deal with right now would be some ridiculously high number. Your situation sucks I agree, but they don't have infinite staff, unfortunately you are in a queue, they want you to play the game - I feel that they will help you once they are physically able to get to your ticket
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Hestia✭✭✭<Alatreon> Daggerfall Covenant | International | PvX | Adult Community | TS3+Mic required.
Recruitment Thread & Website3 -
MrSalty✭✭DragonMother wrote: »Psst, the game started up servers on Monday. Give em sometime, they are wading through backlog upon backlog of tickets, and support requests! They will get to you in time, just be patient! *offers her fabulous cookies and milk to soothe frazzled nerves*
The game started on Sunday actually but to all the people who like to use the excuse the server just went up give them some time, its people like you who make this lack of customer service acceptable.2 times tried to contact them before server launch on different problems, both time got emailed in few hours, later some answers came even faster.
ps: about slow speed, once in beta had same issue, restarting client fixed it, so i didn't even find what's wrong there (your buff Overwhelming power)
Apparently you didnt read when I said I restarted the client and made a new character to test if the buff was on the new character as well.
But on another note Ill update everyone on the phone call I finally got for my "customer service". Guy told me the same thing happened to him in beta and his "fix" was to log out of the game for 10 minutes. I was like ok so what happens if this doesnt work am I going to have to wait another 10 hours to talk to someone? And he just reassured me it would work. Got off phone waited 10 mins, relogged, still had the problem. Waited an hour, relogged, same problem. So had to go through the process again of contacting support. Eventually it got fixed but horrible service.Edited by MrSalty on April 2, 2014 10:25AM0 -
feartheswansb14_ESOSoul ShrivenAny Email I sent them has been resolved within 24hrs which I find to be acceptable.
- I am not sitting at my computer Neurotically muttering the Phrase 'Are they there yet?' over and over again as droll drips from the corner of my mouth as my eyes dry into shriveled raisins due to lack of blinking.
- Because I emailed, I can continue doing as I was doing, or if I want Log out and log in to see if it worked, because we all know the first rule of tech support is to turn it off then turn it back on.
- If I do decide to get off the computer I can. Its exceptionally helpful if I am so angry I want to flip the dining room table, or take the dog out for a walk. The dog likes that and doesn't try to seek vengence later on for being perpetually being ignored while I stare crazed at a Monitor as though Sheogorath himself is handling the ingame Chat based customer service. Its best to leave him to the management of the guild stores.
0 - I am not sitting at my computer Neurotically muttering the Phrase 'Are they there yet?' over and over again as droll drips from the corner of my mouth as my eyes dry into shriveled raisins due to lack of blinking.
https://www.youtube.com/watch?v=DEu-KUQNK0U