E-mail.

When i submit my support ticket and get my response back from a rep and then reply, many times it takes quite a few minutes to get a response. Since I have other things to do I cannot sit there refreshing my e-mail every 60 seconds. So this in turn causes a delay sometimes in excess of an hour or more between correspondences with the rep and I. Because of this, like clockwork, every time i get a reply to my e-mail, it is a completely different customer service rep who is responding to and reading my e-mail. Sometimes, even if i do sit there refreshing my e-mail and respond to them as soon as they reply to me, a random customer service rep will take over for no explanation, maybe because shift just changed or what have you.

This is a problem because many times, you can tell the new rep only read your last e-mails and not your previous ones because they will ask for information you already provided or repeat troubleshooting steps that the last rep who replied already tried to give me. When you switch the reps up on my case, no one is able to help me because no one is focusing on my specific case for more than a few minutes.

Now, I understand that the same rep who replied to my first e-mail cannot be on call 24-7 waiting for my replies but that is why e-mail is a *** poor choice for a support avenue for a game that has as many frequent and complex issues as this one. I should be able to pick up the phone and talk to a real-live human being who can work through my issue in real-time with me, or at the very least, open a live chat session with a rep who can focus on my case and mine alone while we try and fix my issue.

At the VERY LEAST, ESO plus subs should get access to a premium support center because as a premium tier sub, having to use this rudimentary support system is frustrating, insulting, and ridiculous in 2018 with a AAA title like this who is supported by a giant parent-company.