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Zenimax has a lot to learn

taze222b14_ESO
taze222b14_ESO
✭✭✭
Now understand that I'm not bashing Zenimax and I don't even know if Ithis is the right forum to post this in. I've had a great time playing ESO. I don't know if Zenimax is a new game dev within Betheseda or something. But I've played a lot of MMO's. Phantasy Star Online, Runescape, Tera, Neverwinter, WoW, Rift, SWTOR, SWG, and Defiance. I'm no stranger to MMO's or their launches either. I've been around for launches also. I understand that you've had a lot of stress test beta's as well as the PTS. But understand Zenimax that out of the 4-5 million people that signed up. Not everyone was reporting bugs, not because they didn't want to but because they didn't care to. You guys have gotten a lot of backlash since ESO's announcement because people didn't like a SP franchise such as Elder Scrolls was right for evolving to an MMO. The betas you sent out to people, a lot of them probably didn't care to play even though they may have signed up. You guys hyped the game a lot. But there's still much to improve on.

Interaction - You have to be more interactive with your community. If you disable something, let the players know why instead of having them wonder why. The playerbase is lost in curiosity to why mail and guilds have been disabled. This upsets the players you want to attract to ESO and makes them leave. If you aren't interactive with your community, you will lose it quickly.

Gold Spammers - This has been in every MMO to date and you guys should have anticipated this. The freedom of writing essays in chat should not even be happening because Gold Spammers are exploiting something that should have been in the game to begin with. Also the simple "report" function isn't enough. The tickets for the Gold Spammers are going to hinder your progress of fixing the things that need fixing because there is going to be so much of it coming in, that you guys are taking priority to get that taken care of. There should be additional report options in chat.

Bugs - I can understand it is launch week so there will be bugs and that you guys are working quickly for it. But understand that this is something big that needs to be prioritized as it halts quest progression for the factions. I know that you guys likely already know this but there are still some quests that are bugged that haven't been fixed yet and that can equal frustration on launch day when you've done all the quests in that area, and there's nothing else to do. It's either, grind to whatever level or go to a different area that has much higher level quests which is likely to result in a one shot from mobs higher in level then you. It makes the game less enjoyable and repetitive.

Now I know that I may get people telling me to quit whining, and I'm not saying that the game launch hasn't gone smooth because it no doubt has. But with the amount of current bugs in the game, it's turning people away because they're not going to care to report it, they are going to leave because there's incentive to do anything. The amount of interactivity with why things are disabled is quite low and you have players wanting answers that are not getting them. Zenimax should take the feedback on the forums just as seriously and aggressively as in-game and not take one more seriously then the other.

Just my 2 cents. I want to see ESO grow big. But it's not going to if you don't improve as a developer Zenimax. You still have a lot of peperation to do.

Here however is to ESO's launch day!
  • Shineko
    Shineko
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    "Just my 2 cents. I want to see ESO grow big. But it's not going to if you don't improve as a developer Zenimax. You still have a lot of peperation to do."

    With that much wall of text, that felt more like 2 dollars.
  • taze222b14_ESO
    taze222b14_ESO
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    And is that a problem?
  • Zilyana
    Zilyana
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    I think they need to get more customer support staff for one thing.
  • taze222b14_ESO
    taze222b14_ESO
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    Zilyana wrote: »
    I think they need to get more customer support staff for one thing.

    I agree. They have good customer support and I have gotten fast responses. They just need more people.

  • Ojustaboo
    Ojustaboo
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    Trouble is, if they employ temporary customer support staff to help over the launch period, most of us know more than most of them will.

    So you will end up with incorrect replies from them making you even more frustrated about whatever problem or question you have
  • Zilyana
    Zilyana
    ✭✭✭
    Ojustaboo wrote: »
    Trouble is, if they employ temporary customer support staff to help over the launch period, most of us know more than most of them will.

    So you will end up with incorrect replies from them making you even more frustrated about whatever problem or question you have

    Except they can get administrative support a hell of a lot quicker for us than us ourselves can.
  • Biezenw22eb17_ESO
    agreed totally with this post, although i was one of those 4-5 million people reporting my ass off with bugs and whatnot. i still find the same bugs i reported 3 beta events ago and those still haven't been fixed yet. And i still find some more bugs occassionally but im feeling less and less motivated to report them this way.
    I dont want to turn into a sour head later on by all these little bugs and stay away from this game. Just because i want ESO to grow big as well. The only thing that needs to be done about this is already decribed perfectly in the first post, no more words needed. Let the improvement begin!
  • belowtwentyhz
    belowtwentyhz
    Soul Shriven
    Just chill out guys... in Bethesda we trust... ^^
  • fvk
    fvk
    Soul Shriven
    totally agree with OP
    we aren't just players we are customers
    as customers we deserve a reason something is being disabled.
    also I couldn't see a duration for the sever shutdown.
    I expected the 5 days early access to be 5 full days!!!
  • iangncl
    iangncl
    Soul Shriven
    I agree with you completely, there needs to be a lot of change. If these crash bugs aren't fixed then the subscription fee is not deserved. Speaking of the subscription fee, it's really hindering the audience of this game tremendously, I can count 30 of my friends that I've talked to mentioning ESO, they each say "Oh I was going to get it, then they announced so late in the beta it has a 15 dollar sub fee, I was like oh! Initial cost and 200 over a year? screw that!" I had faith, and so far the faith is unjust. I have crashed more in this week, than I have in any other game. It's simply ridiculous, any email I've sent complaining goes unseen, or not responded to.
    Edited by iangncl on April 3, 2014 12:17AM
  • Kingslayer
    Kingslayer
    ✭✭✭
    Considering other mmos launches this is quite smooth, The drama here is child like almost i am not insulting personally but you people need to get some perspective on this.
  • Tekken
    Tekken
    Zilyana wrote: »
    I think they need to get more customer support staff for one thing.
    I think first they need to get customer support to start with

  • Ojustaboo
    Ojustaboo
    ✭✭✭✭✭
    Tekken wrote: »
    Zilyana wrote: »
    I think they need to get more customer support staff for one thing.
    I think first they need to get customer support to start with

    I can understand people's frustrations but comments like yours are simply wrong and uncalled for.

    Sure they could have kept us a bit better informed over the issues in the past few hours, but I have dealt with a lot of customer support departments in my 50 years on this planet and so far, the support I have received from my tickets to zenimax had ranked as one of the best.

    Obviously at this time they are inundated with support requests hence the wait time is long, hence the suggestion of more staff, but the actual support is very good.

    I've contacted 2 other non gaming related businesses for support in the past month, one said I would hear back within 48 hrs, and what I heard was that they passed it to another department and I should receive a response in the next week.

    The other said to allow 7 to 10 working days for a response and when I finally got one, it was as though they didn't read a single word of my complaint.
  • SuperScrubby
    SuperScrubby
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    fvk wrote: »
    totally agree with OP
    we aren't just players we are customers
    as customers we deserve a reason something is being disabled.
    also I couldn't see a duration for the sever shutdown.
    I expected the 5 days early access to be 5 full days!!!

    You want the truth? YOU CAN'T HANDLE THE TRUTH. But yeah I would have to agree. There is a lack of transparency, and to be honest I'm struggling to find information easily except when it's passed down 2nd hand, which so far hasn't been an issue.
  • Zilyana
    Zilyana
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    Ojustaboo wrote: »
    Tekken wrote: »
    Zilyana wrote: »
    I think they need to get more customer support staff for one thing.
    I think first they need to get customer support to start with

    I can understand people's frustrations but comments like yours are simply wrong and uncalled for.

    Sure they could have kept us a bit better informed over the issues in the past few hours, but I have dealt with a lot of customer support departments in my 50 years on this planet and so far, the support I have received from my tickets to zenimax had ranked as one of the best.

    Obviously at this time they are inundated with support requests hence the wait time is long, hence the suggestion of more staff, but the actual support is very good.

    I've contacted 2 other non gaming related businesses for support in the past month, one said I would hear back within 48 hrs, and what I heard was that they passed it to another department and I should receive a response in the next week.

    The other said to allow 7 to 10 working days for a response and when I finally got one, it was as though they didn't read a single word of my complaint.

    Your talking about waiting for a response, I bet those responses were actually useful. I don't know about you but I'd rather wait a few days for a response than send in multiple tickets and keep getting useless 'support'.
  • Tekken
    Tekken
    Ojustaboo wrote: »
    Tekken wrote: »
    Zilyana wrote: »
    I think they need to get more customer support staff for one thing.
    I think first they need to get customer support to start with

    I can understand people's frustrations but comments like yours are simply wrong and uncalled for.

    Sure they could have kept us a bit better informed over the issues in the past few hours, but I have dealt with a lot of customer support departments in my 50 years on this planet and so far, the support I have received from my tickets to zenimax had ranked as one of the best.

    Obviously at this time they are inundated with support requests hence the wait time is long, hence the suggestion of more staff, but the actual support is very good.

    I've contacted 2 other non gaming related businesses for support in the past month, one said I would hear back within 48 hrs, and what I heard was that they passed it to another department and I should receive a response in the next week.

    The other said to allow 7 to 10 working days for a response and when I finally got one, it was as though they didn't read a single word of my complaint.

    I would have to disagree. No disrespect to you. You must be having a different experience with them then myself and others have been dealing with. Let me explain. first I sent a ticket in when i was first booted from the game two days ago, they said the estimated wait time would be about 1 hour to get a call back. it has now been two days and I never received a call. Instead what i received was a emails with the following
    "Greetings!

    Thank you for contacting The Elder Scrolls Online Team.

    You can find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

    http://help.elderscrollsonline.com/app/home?region=US/track/AvPHzwpqDv8S~eHLGjce~yIJVJ0qqi75Mv_f~zj~PP9W

    Currently, the best way to keep an eye out for upcoming news about The Elder Scrolls Online is to watch our official page and social channels:

    http://elderscrollsonline.com
    https://www.facebook.com/ElderScrollsOnline
    http://www.twitter.com/TESOnline
    http://plus.google.com/+ElderScrollsOnline

    Thank you for your continued interest and support!

    Warm Regards,
    The Elder Scrolls Online Team"

    Not only did this not answer my question, It failed to acknowledge what my problem was. So I sent another ticket. later I receive this email

    Greetings!

    Thank you for contacting The Elder Scrolls Online Team.

    You can find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

    http://help.elderscrollsonline.com/app/home?region=US/track/AvPHzwpqDv8S~eHLGjce~yIJVJ0qqi75Mv_f~zj~PP9W

    Currently, the best way to keep an eye out for upcoming news about The Elder Scrolls Online is to watch our official page and social channels:

    http://elderscrollsonline.com
    https://www.facebook.com/ElderScrollsOnline
    http://www.twitter.com/TESOnline
    http://plus.google.com/+ElderScrollsOnline

    Thank you for your continued interest and support!

    Warm Regards,
    The Elder Scrolls Online Team

    now this might look like the same email... Thats cause it is. So i sent one more ticket and i finally recieved this email with some helpful information

    Greetings Traveler!


    We're sorry to inform you that your account has been temporarily deactivated for violating the Terms of Service of The Elder Scrolls Online. For the time being you will no longer have access to the game or forums. If you feel that this action has been taken in error, you are welcome to contact us at ESO_help@elderscrollsonline.com.


    Warmest Regards,
    Dylan
    The Elder Scrolls Online Customer Support Team

    So I sent another email saying that I have been falsely suspended and im still waiting to hear back. So I feel like my comment was more then justified


  • taze222b14_ESO
    taze222b14_ESO
    ✭✭✭
    Kingslayer wrote: »
    Considering other mmos launches this is quite smooth, The drama here is child like almost i am not insulting personally but you people need to get some perspective on this.

    What perspective is there to get? Some quests are still bugged from previous beta events that should have been fixed by now. I've been in beta's for games and there was not even half as much bugs in other launches as I've seen for ESO. You didn't get my point though which is that ESO is missing core things that an MMO should have that every single MMO has had in place over the years. Look at SWTOR's release and how bad that launch was. That fact that there is still so many bugged quests in the early release, the harassment in zone chat from gold spammers and the point that very little can be done plus the lack of interaction with the community on why such and such is being disabled is going to HURT Zenimax in the long run. They have all these other MMO Developers to look at and to me they did no research whatsoever. You should know Gold Spammers have been in other MMOs and should be a step ahead to prep a feature to easily report them, you should know you have to have interaction with a community and keep them posted of whats being disabled and why. You need to make bug fixing top priority.

  • seangcxqb14_ESO
    It is a bit concerning running into bugs that I had reported during the beta.
  • Elember
    Elember
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    Just chill out guys... in Bethesda we trust... ^^

    Maybe if it was Bethesda we would still be playing, so yeah I trust Beth...

  • KerinKor
    KerinKor
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    And is that a problem?
    It does come across as a tad condescending, yes.

  • KerinKor
    KerinKor
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    Elember wrote: »
    Just chill out guys... in Bethesda we trust... ^^

    Maybe if it was Bethesda we would still be playing, so yeah I trust Beth...
    Since Bethesda has zero experience of developing an MMO I think your trust may have been misplaced.

    There's a reason Bethsoft didn't do this game.
    Edited by KerinKor on April 3, 2014 6:48PM
  • BKTHNDR
    BKTHNDR
    ✭✭✭

    Now I know that I may get people telling me to quit whining...

    See bolded section.

  • Vodkaphile
    Vodkaphile
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    iangncl wrote: »
    I agree with you completely, there needs to be a lot of change. If these crash bugs aren't fixed then the subscription fee is not deserved. Speaking of the subscription fee, it's really hindering the audience of this game tremendously, I can count 30 of my friends that I've talked to mentioning ESO, they each say "Oh I was going to get it, then they announced so late in the beta it has a 15 dollar sub fee, I was like oh! Initial cost and 200 over a year? screw that!" I had faith, and so far the faith is unjust. I have crashed more in this week, than I have in any other game. It's simply ridiculous, any email I've sent complaining goes unseen, or not responded to.



    You dont want an F2P game, because they suck. They completely sell out the integrity of the game to make the money that a subscription would've made, because no matter what, an MMO company needs a steady stream of revenue to pay for the cost of ongoing development. This isn't rocket science. I dont want to play a game where you can pay your way to advantages over other players, which every F2P MMO has, no matter what semantics F2P zealots can come up with to argue that.
    Edited by ZOS_AlexD on April 3, 2014 8:05PM
  • Enimus
    Enimus
    Ofcourse they have alot to learn. The game has not yet been officially released to the public. Give them time. Most people's complains sounds to be about money, that they didn't get what they paid for, which is just stupid, when YOU prepurchased it, which i assume you did after trying the beta. You knew what you were going at. A NEW MMO.
  • steveb16_ESO46
    steveb16_ESO46
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    It's not about what people 'expect'. They want ESO to be a premium sub product. That means you have to deliver a premium service. You have to do things better than FTP competitors and it certainly means somebody somewhere actually mentioning planned maintenance well ahead of schedule.

    Now - I'm a fan. i'm here for the long haul but sheesh - ZMO give every impression of actually going out of their way to put people off buying or subscribing.

    Basic self interest dictates you communicate effectively. It costs nothing to post a message about planned down time well in advance.
  • AngryNord
    AngryNord
    ✭✭✭✭✭
    ✭✭
    iangncl wrote: »
    "Oh I was going to get it, then they announced so late in the beta it has a 15 dollar sub fee"

    Uuuuh, say what? The sub fee was known way before the betas started.

  • Childeric
    Childeric
    ✭✭✭
    It was known even before the pre-sales...

    I went through the first 13 levels without issue appart for ONE quest that has been solved by login out then in a few times. I still have one quest that's bugged over a hundred I achieved. TO be honest I find it frustrating but not something you couldn't manage.

    There's other quest with bugs but if you ask or look at the forum, it's generally issues with the line of sight or the area in which you should kill the mob (like the first mage guild quest). So maybe there's issues, they solved some of them yesterday.

    Complaining about an early access with a maintenance is just stupid. Because at some point we were able to create our character and get our name reserved, we played 10 lvl or even many more before other people can enter the game... We're somewhat lucky I think. We got 4 days to play rather than 5... event 4 and a half on EU server...

    We got a few fixes of major issues (Quick XP on AvA, quest issues, ...) They're doing their best to improve things and I think they'll succeed ! The more they solve before tomorrow the best it is.

    The only thing I miss is they warn us a little more before closing servers because, for streamers like a friend, planning an evening on the stream and getting the server closed is not something really nice ;). I don't speak about the hotfix but this very maintenance for the release.
  • Jake71887
    Jake71887
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    AngryNord wrote: »
    iangncl wrote: »
    "Oh I was going to get it, then they announced so late in the beta it has a 15 dollar sub fee"

    Uuuuh, say what? The sub fee was known way before the betas started.

    It was actually announced during the betas... Not late into them, but not before either.

  • iangncl
    iangncl
    Soul Shriven
    @Vodkaphile
    I should have stated, not F2P, F2P MMO is no where near attractive to me, ever. I meant the initial fee. Plus maybe an in game store or something, (Prime example: Guild Wars 2) Initial fee + in game COSMETIC store (where all proceeds go straight to updating the game).
    Edited by iangncl on April 3, 2014 8:52PM
  • iangncl
    iangncl
    Soul Shriven
    AngryNord wrote: »
    iangncl wrote: »
    "Oh I was going to get it, then they announced so late in the beta it has a 15 dollar sub fee"

    Uuuuh, say what? The sub fee was known way before the betas started.

    Notice my quotation of what various friends said, not direct statement.

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